Impact of service failure severity and agreeableness on consumer switchover intention

2016 ◽  
Vol 28 (3) ◽  
pp. 420-434 ◽  
Author(s):  
Zeeshan Riaz ◽  
Muhammad Ishfaq Khan
Keyword(s):  
Negative Impact ◽  
Positive Impact ◽  
Service Failure ◽  
Asian Country ◽  
Cross Sectional Study ◽  
Self Report ◽  
Cross Sectional ◽  
Content Type ◽  
Mediating Role ◽  
Failure Severity

Purpose – The purpose of this paper is to examine the asymmetric impact of service failure severity and agreeableness on consumer switchover intention with the mediating role of consumer forgiveness in the aftermath of service failure. Design/methodology/approach – In total, 364 university students were given a hypothetical service failure situation and their response was collected through a standardized questionnaire. Multiple regression and Preacher and Hayes (2004) mediation analysis tests were conducted to analyze data. Findings – The findings reveal that service failure severity has a direct positive impact on switchover intention and it also has an indirect impact on switchover intention through consumer forgiveness which it tends to weaken. On the other side, agreeableness has a direct negative impact on switchover intention, and it inhibits switchover intention indirectly too by stimulating forgiveness. Research limitations/implications – A cross-sectional study involving convenience sampling has been conducted through self-report measures. Generalization of the research findings shall therefore be done with caution. Practical implications – Severity of failure hampers forgiveness and therefore service managers should check factors that may challenge the tolerance level of consumers. While gauging satisfaction in post failure scenario, it is equally important to gauge consumer forgiveness. Originality/value – This study is among the initial endeavors to explore forgiveness in service failures context. Also it is the first validation of a direct positive relationship between agreeableness and forgiveness in a South Asian country.

scholarly journals Going beyond buildings: mindfulness and real estate user behavior

2019 ◽  
Vol 21 (3) ◽  
pp. 194-211
Author(s):  
Nicolas Julian Seyler ◽  
Jan Mutl
Keyword(s):  
Environmental Impact ◽  
Real Estate ◽  
Structural Equation ◽  
Environmental Attitudes ◽  
Positive Impact ◽  
Self Report ◽  
Equation Modeling ◽  
Cross Sectional ◽  
Content Type ◽  
Positive Effects

Purpose Building performance does not only depend on its efficiency but also on the behaviors of its occupants. Occupant behaviors can more than offset technological efficiency gains so, that corporate real estate (CRE) managers have to go beyond sustainable buildings. CRE managers need to understand occupants to effectively reduce the environmental impact of their building portfolio. This paper aims to investigate the effects of environmental attitudes and mindfulness on occupant behaviors at home and at the office. Thereby, the authors address numerous calls for research regarding the drivers of more environmental real estate user behaviors. Design/methodology/approach The authors use partial least squares structural equation modeling based on self-report data obtained for a representative German sample. Findings The results show that environmental attitudes and mindfulness have both positive effects on occupant behaviors. However, the effects tend to be weaker in the office context. Research limitations/implications This study relies on self-reports as an indicator of actual behaviors. Besides, the findings are limited by the cross-sectional nature of the data. Practical implications Environmental education and mindfulness training may be an effective way to promote more environmental occupant behaviors and help CRE managers to further reduce the environmental impact of their building portfolio. Originality/value The paper contributes to prior research about the antecedents of environmental behaviors and provides evidence for the positive impact of environmental attitudes and mindfulness on occupant behaviors. The author provide a new approach for CRE managers, which may improve occupant behaviors.

scholarly journals Media Exposure Related to the PTSS During COVID-19 Pandemic: The Mediating Role of Risk Perception

2021 ◽  
Vol 12 ◽  
Author(s):  
Yiqing Wang ◽  
Ling Jiang ◽  
Shuang Ma ◽  
Qinian Chen ◽  
Chengbin Liu ◽  
...  
Keyword(s):  
Risk Perception ◽  
Media Exposure ◽  
Cross Sectional Study ◽  
Self Report ◽  
Post Traumatic Stress ◽  
Cross Sectional ◽  
Mediating Role ◽  
Underlying Mechanisms ◽  
High Level ◽  
The Relationship

Objectives: The objectives of this study are to assess the relationship between media exposure and post-traumatic stress symptoms (PTSS) and to highlight the underlying mechanisms mediated by risk perception.Methods: This survey was conducted online in China from February 1st to February 10th, 2020. A total of 2,858 Chinese citizens aged ≥18 years from 31 provinces and autonomous regions were recruited to participate in a cross-sectional study. Self-report questionnaires were used to assess media exposure, PTSS, and risk perception.Results: The prevalence of respondents with heightened PTSS scores was 22.2%. After controlling for covariates, media exposure (more than five times a day) was significantly and positively associated with a high level of PTSS (B = 4.11, p < 0.001), and risk perception (worry and severity) significantly mediated the relationship between media exposure and PTSS (all 95% CIs did not include 0).Conclusions: Based on these findings, the frequency of media exposure was associated with PTSS. Risk perception (worry and severity) mediated the relationship between media exposure and PTSS. The mental health, particularly PTSS, of the general population should be closely monitored and “infodemics” should be combatted while addressing the COVID-19 outbreak; cognitive interventions may be promising.

scholarly journals O papel da inflexibilidade psicológica na relação entre o stress relacionado com a infertilidade e os sintomas depressivos em mulheres com um diagnóstico de infertilidade

2021 ◽  
Vol 7 (2) ◽  
pp. 61-76
Keyword(s):  
Depressive Symptoms ◽  
Cross Sectional Study ◽  
Self Report ◽  
Psychological Inflexibility ◽  
Cross Sectional ◽  
Standardized Measures ◽  
Mediating Role ◽  
Acceptance And Commitment ◽  
Related Stress ◽  
The Relationship

Background and Aim: Introduction: Infertility is a medical and social condition that impacts people’s lives at the marital, family, social and financial levels. Several studies point to comorbidity between psychopathology and infertility, and people facing the demands of infertility may use maladaptive mechanisms of emotion regulation translated into psychological inflexibility. Objectives: This current study aimed to explore the mediating role of infertility-related psychological inflexibility in the relationship between infertility-related stress and depressive symptoms in women presenting an infertility diagnosis and pursuing infertility medical treatment. In addition, as a secondary aim, the associations between the time since diagnosis and the study variables were examined. Methods: A cross-sectional study was conducted on a sample of 96 women recruited with the support of the Portuguese Fertility Association. Participants filled in online a set of self-report instruments. Sociodemographic and clinical data were collected, and standardized measures of infertility-related stress, depressive symptoms, and infertility-related psychological inflexibility were used. Results: The results demonstrated that the effect of infertility-related stress on depressive symptoms was .46, being totally mediated by infertility-related psychological inflexibility. Discussion: Difficulty in achieving a pregnancy is a painful life event that interferes with the goals and plans for building a family, which can lead to stress and depressive symptoms. The relationship between these symptoms seems to be influenced by the mechanism of infertility-related psychological inflexibility. Therefore, interventions such as Acceptance and Commitment Therapy and the Mindfulness-Based Program for Infertility may be particularly suitable for this population by integrating psychological inflexibility as a therapeutic target.

scholarly journals Adequacy of Cancer-Related Pain Treatments and Factors Affecting Proper Management in Ayder Comprehensive Specialized Hospital, Mekelle, Ethiopia

2020 ◽  
Vol 2020 ◽  
pp. 1-10
Author(s):  
Kald Beshir Tuem ◽  
Leake Gebremeskel ◽  
Kibrom Hiluf ◽  
Kbrom Arko ◽  
Haftom Gebregergs Hailu
Keyword(s):  
Pain Management ◽  
Assessment Tool ◽  
Negative Impact ◽  
Short Form ◽  
Brief Pain Inventory ◽  
Cross Sectional Study ◽  
Self Report ◽  
Cross Sectional ◽  
Specialized Hospital ◽  
Strong Opioids

Background. Cancer-related pain (CRP) is a major problem with a potential negative impact on quality of life of the patients and their caregivers. Purpose. To assess the adequacy of cancer-related pain management in Ayder Comprehensive Specialized Hospital (ACSH). Methodology. A facility-based cross-sectional study design was conducted in ACSH from January to March 2019. A well-structured professional-assisted questionnaire using Brief Pain Inventory-Short Form (BPI-SF) was used to collect data concerning the severity of pain, functioning interference, and adequacy of pain management in cancer patients. Data were analyzed using SPSS v.21. Result. Out of 91 participants, 47 (51.6%) were male and 52 (57.1%) were between the age group of 18–45, with the mean age of 44.8 ± 13.6 years. According to the pain assessment tool (BPI), 85 (93.4%) patients experienced pain and 90 (98.9%) patients had activity interference; negative pain management index (PMI) was observed in 40 (43.95%) patients, showing that 43.95% were receiving inadequate pain management. Out of 38 patients who received no analgesics, 35.2% were found to have inadequate pain management, whereas those who took strong opioids had 100% effective pain management and the majority of the patients were in stage III. Among 38 (41.76%) only 20 (52.63%) received adequate pain management, based on patients’ self-report in which 18.7% of the participants stated that they got 30% pain relief and only 1.1% got 90% relief. The predictors of undertreatment were presence of severe pain, metastasis, comorbidity, and stage of the cancer and could also be due to the educational level and monthly income, as evidenced by significant association. Conclusion. This study suggests that cancer pain management in ACSH was sufficient for only 56%. However, large numbers of individuals are suffering from a manageable pain. Hence, remedial action should be taken, including increasing awareness of symptom management in medical staff and incorporating existing knowledge into routine clinical practice.

scholarly journals Employee involvement and job satisfaction: a tale of the millennial generation

2019 ◽  
Vol 41 (3) ◽  
pp. 374-388 ◽  
Author(s):  
Gustavo A. García ◽  
Diego René Gonzales-Miranda ◽  
Oscar Gallo ◽  
Juan Pablo Roman-Calderon
Keyword(s):  
Job Satisfaction ◽  
Employee Involvement ◽  
Positive Impact ◽  
Self Report ◽  
Cross Sectional ◽  
Content Type ◽  
Report Data ◽  
Self Report Data ◽  
Ordered Probit Models ◽  
General Aspects

Purpose The purpose of this paper is to empirically study the effect of employee involvement in the workplace on job satisfaction for millennial workers in Colombia. Design/methodology/approach Data were obtained from a sample of 2103 millennial employees working in 11 companies of different sectors located in the five main cities of Colombia. Ordered probit models were estimated to study the effect of employee involvement on job satisfaction, in general, and how different forms of participative decision making in the workplace produce different impacts on individual satisfaction with objective and intrinsic aspects of the job, in particular. Findings The empirical results show that, for millennial workers, there is a positive link between employee involvement and job satisfaction. Moreover, there is a higher positive impact on job satisfaction when millennial workers participate in decisions on general aspects of the company than when they participate in specific decisions such as those concerning teamwork or main tasks at work. Another interesting result is that millennial workers attach high importance to intrinsic aspects of their jobs (such as the possibility to use their knowledge in the work), which may improve their satisfaction in a higher participative environment. Research limitations/implications The results can present bias due to the use of self-report data from millennial workers. Another potential limitation is the cross-sectional nature of the data, which does not control for unobserved individual effects. The study may be extended to other developing countries to help identify results more precisely for different contexts. Originality/value The value lies in exploring the relationship between employee involvement and job satisfaction for millennial workers in the context of a developing country. The paper simultaneously considers different types of employee involvement and estimates their effects on different facets of job satisfaction.

You deserve the bad (or good) service: the role of moral deservingness in observers’ reactions to service failure (or excellence)

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mauricio Palmeira ◽  
Minjung Koo ◽  
Hyun-Ah Sung
Keyword(s):  
Causal Reasoning ◽  
Service Providers ◽  
Negative Impact ◽  
Positive Impact ◽  
Service Failure ◽  
Good Service ◽  
Content Type ◽  
Service Excellence ◽  
Positive Feelings ◽  
A Company

Purpose This paper aims to examine how observers evaluate a company that provides service failure (or excellence) to an immoral versus a moral customer. This study introduces the concept of deservingness to the service literature and suggests that observers appreciate when a company delivers “justice” – either bad service to an immoral customer or good service to a moral customer – and thus evaluate the company more favorably. Design/methodology/approach This paper presents three online studies using scenarios (ns = 205, 199 and 181) and one lab study (n = 89) using a confederate to manipulate customer morality. Findings Across four studies, this study finds that a service failure has a less negative impact on observers’ company evaluations when observers consider the target customer immoral, and thus deserving of the bad outcome. Conversely, the positive impact of observing service excellence is enhanced when observers consider the target customer to be moral, and thus deserving of a good outcome. This effect occurs because the perception of deservingness leads observers to experience more positive feelings about the service outcome and these positive feelings transfer over to observers’ evaluations of the service provider. Research limitations/implications The mechanism shares some similarities with the concept of immanent justice reasoning, whereby individuals draw a causal link between someone’s prior immoral behavior and an unrelated negative outcome. However, the studies go one step further by showing that such causal reasoning, at least on a moral level, can impact the judgments of the other party (in this case, the company involved in the service outcome). Practical implications Service providers need to be particularly attentive when serving customers who are viewed in a positive light, as an observed failure that affects a moral customer can be particularly damaging to company evaluations. Conversely, companies should make efforts to publicize when exceptional service is given to nice, admirable customers, as this is particularly effective at improving evaluations. Originality/value Researchers have examined how allocations of responsibility affect observers' evaluation of service encounters. This paper adds deservingness as an alternate mechanism and examines service excellence as well.

Stigma and COVID-19 in Iran: a rapid assessment

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Azad Shokri ◽  
Ghobad Moradi ◽  
Amjad Mohamadi Bolbanabad ◽  
Mitra Satary ◽  
Mahin Shabrandi ◽  
...  
Keyword(s):  
Design Methodology ◽  
Rapid Assessment ◽  
Cross Sectional Study ◽  
Self Report ◽  
Data Collection Tool ◽  
Perceived Stigma ◽  
Cross Sectional ◽  
Content Type ◽  
Stigma Score ◽  
The Mean

Purpose The purpose of the study is to investigate the perceived stigma among residents of Sanandaj, west of Iran, following COVID-19 pandemic. Design/methodology/approach This is a cross-sectional study conducted from March to April 2020. The sample consisted of 1,000 participants who live in Sanandaj. The data collection tool was a self-report electronic questionnaire. ANOVA and T-test were used to analyze the data. Findings The mean perceived stigma for COVID-19 was 5.50±2.24 (IQR: 3.75–6.87) out of 10-point scale. The highest point was seen for perceived external stigma (6.73±2.49, IQR: 5–8.75) followed by disclosure stigma (4.95±3.92, IQR: 0–10). Interestingly, self-employers were more concerned about disclosing their illness than those with governmental jobs (25±3.93 vs. 4.31±4.14, P<0.05), and also had an overall higher stigma score; 5.72±2.23 vs. 5.19±2.37, P<0.05). Originality/value COVID-19 stigma is high among Iranians and more common among men, youngsters and self-employers.

scholarly journals Association of work performance with absenteeism and presenteeism among support workers in a medical school hospital, Thailand

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jirachat Tangchareonsamut ◽  
Chathaya Wongrathanandha ◽  
Siriluk Khamsee ◽  
Wichai Aekplakorn
Keyword(s):  
Medical School ◽  
Sickness Absence ◽  
Work Performance ◽  
Cross Sectional Study ◽  
Self Report ◽  
World Health ◽  
Related Factors ◽  
Cross Sectional ◽  
Content Type ◽  
The Past

PurposeThe aim of the study is to determine the prevalence of absenteeism and presenteeism and explore their association with work performance among support workers in a medical school hospital in Thailand.Design/methodology/approachA cross-sectional study was conducted among 1,102 support workers in the Faculty of Medicine Ramathibodi Hospital, Mahidol University, in June–August 2020. The World Health Organization Health and Work Performance Questionnaire (HPQ) was used to assess absenteeism, presenteeism, work performance and related factors. Multiple logistic regression was used to examine the association between current work performance and absenteeism and presenteeism in the past year.FindingsA total of 505 (45.8%) support workers completed the self-report questionnaire. Prevalence of sickness absence, non-sickness absence and presenteeism in the past year was 54.2%, 81.4% and 48.1%, respectively. Sickness absence and presenteeism in the past year were significantly associated with increased odds of poor work performance: (OR 3.05, 95% CI: 1.24–7.49) and (OR 5.12, 95% CI: 2.25–11.64), respectively. Support workers with high levels of stress and burnout were 3.89 (95% CI: 1.56–9.68) and 2.66 (95% CI: 1.50–4.72) times more likely to report poor work performance.Originality/valueSickness absence and presenteeism are associated with poor work performance in hospital support workers. Other factors such as stress and burnout also contribute to poor work performance, and interaction among these factors needs further research. To improve productivity, hospital administrators might consider intervention programs to enhance work performance among workers with sickness absence and presenteeism.

scholarly journals Enduring exploitative leaders at work: the buffering role of proactive personality on employee job strain

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Saleh Bajaba ◽  
Abdulah Bajaba ◽  
Bryan Fuller
Keyword(s):  
Job Strain ◽  
Negative Impact ◽  
Proactive Personality ◽  
Self Report ◽  
Conservation Of Resources ◽  
Cross Sectional ◽  
Content Type ◽  
Personal Resource ◽  
The Usa

Purpose This paper aims to study followers' proactive personality (PP) as a personal resource in moderating the hindering impact of exploitative leadership (EL) on followers' job strain (JS). Design/methodology/approach Self-report data on EL, JS and PP were obtained from 113 working students in the USA, and a cross-sectional design was used. The data was analyzed using SPSS 27 through hierarchal multiple regression and the PROCESS macro. Findings The findings support the buffering role of PP on the hindering impact of EL on JS, such that followers with higher PP tend to buffer the positive relationship between EL and followers' JS. Practical implications This study recommends practitioners to hire proactive individuals and/or enable existing employees to engage in proactivity in the presence of exploitative leaders to better cope with their self-serving behaviors. Originality/value Using the conservation of resources (COR) theory, this study is the first to use PP as a personal resource that protects against and mitigates the negative impact of EL.

scholarly journals Examining the relationship between engagement and perceived stress-related cognitive complaints in the argentinian working population

2020 ◽  
Vol 16 (1) ◽  
pp. 12-31 ◽  
Author(s):  
Agustín Ramiro Miranda ◽  
Luisina Rivadero ◽  
Jorge Ángel Bruera ◽  
Virginia Villarreal ◽  
Laura Yhicel Bernio ◽  
...  
Keyword(s):  
Perceived Stress ◽  
Work Engagement ◽  
Negative Impact ◽  
Work Productivity ◽  
Well Being ◽  
Cross Sectional Study ◽  
Self Report ◽  
Cognitive Complaints ◽  
Cross Sectional ◽  
The Relationship

Stress has a negative impact on cognitive functioning and occupational well-being. The aim of this study was to assess the relationship among perceived stress, cognitive complaints and work engagement in public employees from Córdoba, Argentina. In this cross-sectional study, self-report questionnaires were administered to 240 participants. Spanish versions of the following instruments were used: Perceived Stress Scale (PSS), Utrecht Work Engagement Scale (UWES), Memory Failures in Everyday (MFE), Executive Complaint Questionnaire (ECQ). Statistical analysis included ANOVA, path analysis, and multiple logistic regression. Stressed workers showed lower work engagement and more cognitive complaints, even after adjusting for demographic variables. Negative associations were also observed between work engagement and cognitive complaints, suggesting that cognitive difficulties are related to engagement. Given the relation among stress, cognition, and work engagement, it is important to consider these factors to foster workers’ health and work productivity.

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