The impact of escalating service failures and internet addiction behavior on young and older customers' negative eWOM

2019 ◽  
Vol 39 ◽  
pp. 150-157 ◽  
Author(s):  
Aviad A. Israeli ◽  
Seonjeong Ally Lee ◽  
Edward C. Bolden
Keyword(s):  
Internet Addiction ◽  
Service Failures ◽  
The Impact

scholarly journals An Empirical Investigation of the Effect of Interaction Justice Perception on Consumer Intentions after Complaining

2007 ◽  
Vol 2 (1) ◽  
Author(s):  
Mahesh S. Bhandari ◽  
Michael J. Polonsky
Keyword(s):  
Direct Effect ◽  
Empirical Investigation ◽  
Service Recovery ◽  
Consumer Perceptions ◽  
Future Research ◽  
Failure Type ◽  
Service Failures ◽  
Justice Perception ◽  
Consumer Intentions ◽  
The Impact

This study examined how apology as interaction justice impacts on consumer perceptions of service recovery attempt. Data was collected using hypothetical scenarios. Two types of service failures were proposed and the impact of recovery action on each failure type was compared. Findings include that there is direct effect of recovery action on consumer future intentions in both type of failures. Implications and direction to the future research were proposed.

Interaction of Internet Addiction with FoMO

2022 ◽  
pp. 116-133
Author(s):  
Müge Bekman
Keyword(s):  
Digital Media ◽  
Internet Addiction ◽  
Physical World ◽  
The Other ◽  
The Internet ◽  
Digital Citizenship ◽  
Digital Identity ◽  
Digital Plane ◽  
The Impact ◽  
Day By Day

This study shows that digital media increases internet addiction and FoMO due to the impact of digitalization. As digitalization expands day by day and becomes a platform that can be addressed in its needs such as socialization, people's dependence on the internet is also increasing. Currently, digitalization also uses digital citizenship and digital identity as auxiliary elements. Without digital citizenship and digital identity, the impact of digitalization will also decrease. Digital citizenship and digital identity separate people from the normal and physical world and involve them in the digital plane. In this process, internet addiction is exposed due to the need to socialize, and individuals become even more dependent for socializing reasons. FoMO, on the other hand, is another indicator that addiction is growing. FoMO is increasing digital needs as there is a fear of missing out on the processes that are happening. As a result, internet addiction and FoMO are directly proportional to the increase in digital citizenship and digital identity.

Are tattoos still a taboo?

2019 ◽  
Vol 31 (2) ◽  
pp. 874-889 ◽  
Author(s):  
Marie Ozanne ◽  
Michael J. Tews ◽  
Anna S. Mattila
Keyword(s):  
Customer Service ◽  
Service Failure ◽  
Mediation Process ◽  
Content Type ◽  
Customer Perceptions ◽  
Service Failures ◽  
Aesthetic Labor ◽  
Agency And Communion ◽  
Failure Scenario ◽  
The Impact

PurposeAs tattoos increase in popularity, questions persist regarding their impact on customer perceptions. To help shed light into this issue, this paper aims to explore the impact of tattooed restaurant servers in the context of service failures. Through the agency and communion theory, the authors propose that a female server with tattoos induces higher levels of negative word of mouth (WOM) intention than her male counterpart. Furthermore, the authors propose that perceived competence mediates this effect.Design/methodology/approachThrough a 2 (tattoos status: yes, no) × 2 (server’s gender: male, female) experimental design, a panel of consumers were exposed to a restaurant service failure scenario with a photograph of a server. Depending on the condition, the server was either a male or female and had (or not) a tattoo on their left arm and neck. The same tattoo design was used for both genders.FindingsThe findings indicate that, in a service failure context, customers’ propensity to generate negative WOM does not differ across tattooed (vs non-tattooed) servers. However, contrary to the expectations of the authors, people tend to react more negatively to a male (vs female) server with tattoos.Originality/valueResearch on tattoos in the customer service context is scant, especially in hospitality. Furthermore, no previous study on tattoos has empirically tested a mediation process explaining differences in customer perceptions. Contrary to previous findings, this study demonstrates that an exposure to male (vs female) tattooed servers increases customers’ propensity to generate negative WOM. In other words, the type of profession coupled with the employees’ gender might influence customer perceptions. Furthermore, as customers’ propensity to generate negative WOM did not increase when served by a tattooed (vs non-tattooed) employee, managers in aesthetic labor industries, such as the foodservice business, can be more accepting of employees with tattoos.

The Role of Online Privacy Concern as a Mediator between Internet Self-Efficacy and Online Technical Protection Privacy Behavior

2017 ◽  
Vol 9 (3-2) ◽  
Author(s):  
Wan Ying Lee ◽  
Chee-Seng Tan ◽  
Poh Chua Siah
Keyword(s):  
Internet Addiction ◽  
Self Efficacy ◽  
Demographic Data ◽  
Study Data ◽  
Online Privacy ◽  
Privacy Concern ◽  
Internet Users ◽  
The Government ◽  
Questionnaire Surveys ◽  
The Impact

Online risks may result in unnecessary harm but these risks can be minimized by being online privacy concerned and by taking privacy protective actions. Few studies examined the impact of privacy concern and internet self-efficacy on the online technical protection privacy behavior. Therefore, this research aims to investigate the effect of privacy concern and internet self-efficacy on technical protection. Quantitative and purposive sampling methods were used in this study. Data were gathered via questionnaire surveys from 235 undergraduates from six universities in Malaysia. The questionnaire includes participants’ demographic data, internet addiction test, web user self-efficacy scale, privacy concern, and technical protection scale. Hierarchical multiple regression analyses were conducted to examine the effect of internet self-efficacy and privacy concern on technical protection, while controlling for gender, course type, and internet addiction. Results showed that both privacy concern and internet self-efficacy were significant predictors of technical protection. Moreover, mediation analysis showed that there was an indirect effect of internet self-efficacy on technical protection through privacy concern. The results contribute to literature by revealing how internet self-efficacy and privacy concern increase technical protection. The government and policy makers can design intervention and prevention programs that aim to boost privacy concern and internet self-efficacy, so that internet users are more capable of safeguarding their online privacy.  

The impact of other customers and gender on consumer complaint behaviour in the Ecuadorian restaurant setting

2016 ◽  
Vol 7 (1) ◽  
pp. 21-29
Author(s):  
Alei (Aileen) Fan ◽  
Hubert B. Van Hoof ◽  
Sandra Pesantez Loyola ◽  
Sebastián Calle Lituma ◽  
Marlene Jaramillo Granda
Keyword(s):  
Impression Management ◽  
Public Image ◽  
Specific Reference ◽  
Service Failures ◽  
Customer Complaint ◽  
Significant Difference ◽  
Concern For Others ◽  
Gender Based ◽  
And Gender ◽  
The Impact

Abstract Customer complaint behaviour, in response to service failures, has been shown to vary based on numerous factors, such as the nature of the service encounter, the setting, culture, gender and the presence of others. The gender-based study reported in this paper demonstrates the impact of two of these factors, i.e. the presence of others and gender, on the intent of Ecuadorian customers to voice their complaints about service failures in a restaurant setting. Employing a theoretical framework of impression management and cultural orientation, and with specific reference to Hofstede’s work on cultural differences, this study found that Ecuadorian customers were less likely to complain in the presence of other customers than when they were alone. Impression management and concern for others were shown to be more significant among women than men. Women were found to be more motivated to manage their public image and create positive impressions in other people’s minds, leading to less intent to complain in the presence of other customers than when they were alone. Male customers, on the other hand, exhibited less concern for others and did not show any significant difference in their complaint intentions, whether they were alone or in the presence of others.

Psychologic predictors and epidemiology of internet addiction among university students in greece

2011 ◽  
Vol 26 (S2) ◽  
pp. 40-40 ◽  
Author(s):  
C.C. Frangos ◽  
K.C. Fragkos
Keyword(s):  
University Students ◽  
Internet Addiction ◽  
Binary Logistic Regression ◽  
Self Esteem ◽  
Psychological Characteristics ◽  
Psychological Predictors ◽  
Prevalence Rates ◽  
Males And Females ◽  
Psychological Features ◽  
The Impact

AimTo present the epidemiology and psychological predictors of Internet Addiction (IA) among Greek University students.MethodsThis random sample consisted of 3545 students, drawn from 24 higher education institutions (1618/1927 M/F, mean age 20.12 ± 2.4 years). The survey was conducted in the 4 Greek cities: Athens, Preveza, Thessaloniki and Amfissa.ResultsThe prevalence rates of IA according to Young's Test in the four cities were: Athens (17.5%), Preveza (15.9%), Thessaloniki (19.3%), Amfissa (16.3%). There was a statistically significant association between location and IA (χ2 = 28.251, df = 3, p < 0.001), gender and IA for males and females (p < 0.001). We performed a t-test with the dependent variable S = sum of scores in the psychological features of loneliness, feeling abandoned, disappointed, aimless in life, and with low self-esteem; the grouping variable was IA. Results showed that the variable S was much lower for the non-addicted than for addicted students (t = 19.329, p < 0.005, df = 3085). Binary logistic regression was performed to assess the impact of psychological characteristics on the likelihood that respondents would be Internet Addicted. The model was statistically significant χ2(10, N = 3085) = 316.3, p < 0.001. The model classified correctly 85.1% of the cases. The strongest predictors of IA were the following: Loneliness (OR = 2.15, 95% CI = 1.67-2.71), feeling abandoned (OR = 1.63, 95% CI = 1.2-2.1), low self-esteem (OR = 1.72, 95% CI = 1.4-2.1) and fear of losing their job (OR = 1.36, 95% CI = 1.01-1.7).ConclusionLoneliness, helplessness, low self-esteem and fear of unemployment are the strongest predictors of IA among Greek university students.

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