Providing feedback to service customers

2017 ◽  
Vol 28 (2) ◽  
pp. 389-416 ◽  
Author(s):  
Shinyoung Kim ◽  
Sunmee Choi ◽  
Rohit Verma
Keyword(s):  
Negative Feedback ◽  
Positive Feedback ◽  
Repetition Condition ◽  
Content Type ◽  
Feedback Type ◽  
Customer Involvement ◽  
Message Type ◽  
Customer Feedback ◽  
Feedback Message ◽  
Highly Involved

Purpose In services, customers’ successful performance of expected roles is critical to ensuring successful service outcomes. To help customers perform their roles better, service providers offer them feedback on their performance. To improve the design of customer feedback that contains both positive and negative messages, the purpose of this paper is to examine the order and the repetition effect of feedback message types on customer feedback satisfaction, motivation, and compliance intention, focusing on the moderating effect of customer involvement level. This paper also examines whether feedback satisfaction and motivation mediate the moderation effect of the order or repetition of feedback message type and customer involvement level on compliance intention. Design/methodology/approach This study employs two between-subject quasi-experimental designs: 2 (feedback message order: positive message first vs negative message first) × 2 (involvement level: high vs low) and a 2 (repeated feedback type: positive vs negative) × 2 (involvement level: high vs low). Data collection occurred through an online survey using eight health checkup scenarios. Hypotheses were tested by using MANOVA and PROCESS. Findings The customer involvement level moderated the effect of the presentation order of feedback message type on customer responses. With highly involved customers, offering positive feedback initially produced responses that were more favorable. With customers with low involvement, the order did not matter. The effects of feedback satisfaction and motivation as mediators in the effect of order on compliance intention were significant only with highly involved customers. The mediation effect of motivation was much stronger than that of feedback satisfaction. The repetition of a particular feedback type took effect only with customers with low-involvement level. Compared to the no-repetition condition (positive-negative), when positive feedback was repeated (positive-negative-positive), motivation increased. Compared to the no-repetition condition (negative-positive), when negative feedback was repeated (negative-positive-negative), feedback satisfaction and compliance intention decreased. In terms of mediating effect, only feedback satisfaction was a meaningful mediator and only when negative feedback was repeated to low-involvement customers. Originality/value This study contributes to research by extending feedback studies in services to include a consideration of the order and repetition of feedback message types as design variables; it contributes practically by suggesting how to design feedback for better customer responses such as feedback satisfaction, motivation, and compliance intention.

Employees’ psychological empowerment and performance: how customer feedback substitutes for leadership

2018 ◽  
Vol 32 (7) ◽  
pp. 868-879 ◽  
Author(s):  
Sylvie Guerrero ◽  
Denis Chênevert ◽  
Christian Vandenberghe ◽  
Michel Tremblay ◽  
Ahmed Khalil Ben Ayed
Keyword(s):  
Transformational Leadership ◽  
Task Performance ◽  
Positive Feedback ◽  
Psychological Empowerment ◽  
Positive Impact ◽  
Frontline Employees ◽  
Content Type ◽  
Customer Feedback ◽  
Substitutes For Leadership ◽  
And Task

Purpose Relying on the theories of substitutes for leadership and psychological empowerment, this study aims to explore how perceptions of customer positive feedback can substitute for managers’ transformational leadership in driving frontline employees’ psychological empowerment and, in turn, task performance. Design/methodology/approach The authors tested the research hypotheses with frontline employees working in 17 equipment rental stores. Employees completed a questionnaire about customer positive feedback, transformational leadership and psychological empowerment, and supervisors completed a separate questionnaire about employees’ task performance. A total of 178 employee-supervisor dyads formed the final sample of the study. Findings The results provided support for our hypotheses. Psychological empowerment fully mediated the relationship between transformational leadership and task performance. Moreover, customer positive feedback moderated the indirect relationship between transformational leadership and task performance such that it was significant and positive only when customer feedback was low. Originality/value This paper contributes to the service marketing literature by showing that customer positive feedback can substitute for managers’ leadership in helping frontline employees feeling more in control of their work and psychologically empowered. Another useful contribution for practitioners is that customers may have a positive impact on frontline employees’ motivation state, which past research has little explored.

Delivering Feedback: Supervisors’ Source Credibility and Communication Competence

2015 ◽  
Vol 55 (4) ◽  
pp. 526-546 ◽  
Author(s):  
Catherine Y. Kingsley Westerman ◽  
Katie M. Reno ◽  
Kyle B. Heuett
Keyword(s):  
Negative Feedback ◽  
Positive Feedback ◽  
Source Credibility ◽  
Communication Competence ◽  
Text Messages ◽  
Phone Calls ◽  
Feedback Message

This study investigated how perceptions of supervisor communication competence and source credibility were affected by the valence and synchronicity of a feedback message and the channel used to deliver the feedback message. Results indicated that those receiving feedback preferred phone calls rather than text messages as a channel for managers to deliver feedback. Also, supervisors delivering positive feedback were identified as more positive in general than those delivering negative feedback. Further results and implications are discussed.

scholarly journals Exploring the impact of customer feedback on the well-being of service entities

2014 ◽  
Vol 25 (4) ◽  
pp. 531-555 ◽  
Author(s):  
Linda Nasr ◽  
Jamie Burton ◽  
Thorsten Gruber ◽  
Jan Kitshoff
Keyword(s):  
Positive Feedback ◽  
Multidisciplinary Approach ◽  
Well Being ◽  
Service Research ◽  
Future Research ◽  
Extensive Literature ◽  
Front Line ◽  
Content Type ◽  
Customer Feedback ◽  
The Impact

Purpose – Adopting the transformative service research (TSR) perspective, the purpose of this paper is to investigate the impact of positive customer feedback on the well-being of front-line employees, companies, and society. Using a multidisciplinary approach, the overlooked area of “positive feedback” is explored resulting in the development of the “Positive Feedback Model” (PFM). The study also compares managers’ and employees’ perceptions of positive customer feedback. Design/methodology/approach – Two exploratory qualitative studies were conducted: Study 1 consisted of 22 semi-structured interviews with managers working in the service industry and Study 2 consisted of seven focus groups with front-line service employees. The extensive literature review and the results of these two studies contributed to the development of the PFM. Findings – Positive customer feedback is an overlooked area of service research which offers potential for improving the well-being of the service entities. Front-line employees are the main recipients and topics of positive customer feedback. The developed PFM describes various forms, channels, and times of administration of positive customer feedback and its multitude of impacts on the well-being of service entities. Research limitations/implications – This study contributes to the literature on TSR and customer feedback management. The developed model presents possible positive feedback categories, their various outcomes and the outcomes for the concerned parties involved. By developing PFM and encouraging a multidisciplinary approach combined with advanced research methodologies, the researchers propose an agenda for further research insights within the TSR and customer feedback areas. The comparison of the managers’ and employees’ perceptions of positive customer feedback presents novel managerial implications and directions for future research. Originality/value – This study is the first to explore customer feedback from a TSR perspective. It examines the overlooked area of positive customer feedback. The well-being of service entities is prioritized as services have been extensively criticized for ignoring human well-being.

scholarly journals Suppression of personality variation in boldness during foraging in three-spined sticklebacks

2021 ◽  
Vol 75 (4) ◽  
Author(s):  
Hannah E. A. MacGregor ◽  
Aislinn Cottage ◽  
Christos C. Ioannou
Keyword(s):  
Negative Feedback ◽  
Risk Taking ◽  
Positive Feedback ◽  
Gasterosteus Aculeatus ◽  
Control Treatment ◽  
Refuge Use ◽  
Individual Level ◽  
Behavioural Type ◽  
State Behaviour

Abstract Consistent inter-individual variation in behaviour within a population, widely referred to as personality variation, can be affected by environmental context. Feedbacks between an individual’s behaviour and state can strengthen (positive feedback) or weaken (negative feedback) individual differences when experiences such as predator encounters or winning contests are dependent on behavioural type. We examined the influence of foraging on individual-level consistency in refuge use (a measure of risk-taking, i.e. boldness) in three-spined sticklebacks, Gasterosteus aculeatus, and particularly whether changes in refuge use depended on boldness measured under control conditions. In the control treatment trials with no food, individuals were repeatable in refuge use across repeated trials, and this behavioural consistency did not differ between the start and end of these trials. In contrast, when food was available, individuals showed a higher degree of consistency in refuge use at the start of the trials versus controls but this consistency significantly reduced by the end of the trials. The effect of the opportunity to forage was dependent on behavioural type, with bolder fish varying more in their refuge use between the start and the end of the feeding trials than shyer fish, and boldness positively predicted the likelihood of feeding at the start but not at the end of the trials. This suggests a state-behaviour feedback, but there was no overall trend in how bolder individuals changed their behaviour. Our study shows that personality variation can be suppressed in foraging contexts and a potential but unpredictable role of feedbacks between state and behaviour. Significance statement In this experimental study, we examined how foraging influences consistency in risk-taking in individual three-spined sticklebacks. We show that bolder individuals become less consistent in their risk-taking behaviour than shyer individuals during foraging. Some bolder individuals reinforce their risk-taking behaviour, suggesting a positive feedback between state and behaviour, while others converge on the behaviour of shyer individuals, suggesting a negative feedback. In support of a role of satiation in driving negative feedback effects, we found that bolder individuals were more likely to feed at the start but not at the end of the trials. Overall, our findings suggest that foraging can influence personality variation in risk-taking behaviour; however, the role of feedbacks may be unpredictable.

scholarly journals Bayesian analysis of time-varying interactions between stock returns and foreign equity flows

2021 ◽  
Vol 7 (1) ◽  
Author(s):  
Boubekeur Baba ◽  
Güven Sevil
Keyword(s):  
Stock Returns ◽  
Negative Feedback ◽  
Positive Feedback ◽  
Positive Response ◽  
Time Varying ◽  
Economic Uncertainty ◽  
Foreign Investors ◽  
New Findings ◽  
Net Flows ◽  
Feedback Trading

AbstractThis study discusses the trading behavior of foreign investors with respect to economic uncertainty in the South Korean stock market from a time-varying perspective. We employ a news-based measure of economic uncertainty along with the model of time-varying parameter vector autoregression with stochastic volatility. The empirical analysis reveals several new findings about foreign investors’ trading behaviors. First, we find evidence that positive feedback trading often appears during periods of high economic uncertainty, whereas negative feedback trading is exclusively observable during periods of low economic uncertainty. Second, the foreign investors’ feedback trading appears mostly to be well-timed and often leads the time-varying economic uncertainty except in periods of global crises. Third, lagged negative (positive) response of net flows to economic uncertainty is found to be coupled with lagged positive (negative) feedback trading. Fourth, the study documents an asymmetric response of foreign investors with regard to negative and positive shocks of economic uncertainty. Specifically, we find that they instantly turn to positive feedback trading after a negative contemporaneous response of net flows to shocks of economic uncertainty. In contrast, they move slowly toward negative feedback trading after a positive response of net flows to uncertainty shocks.

Complementarity of capabilities across cultures

2019 ◽  
Vol 26 (4) ◽  
pp. 567-585 ◽  
Author(s):  
Thomas Anning-Dorson
Keyword(s):  
Cultural Context ◽  
Structural Equation ◽  
Social Institutions ◽  
Equation Modeling ◽  
Service Firms ◽  
Complementarity Effect ◽  
Content Type ◽  
Cultural Contexts ◽  
Customer Involvement ◽  
The Uk

Purpose The purpose of this paper is to investigate how service firms across two different cultural contexts use their customer involvement capabilities to create competitive advantage. The study further assesses the possible complementarity effect of innovation and involvement capabilities in enhancing firm competitiveness. Lastly, the study draws on the complementarity of capabilities and social institutions to examine whether different cultural contexts explain the use of involvement capability among service firms. Design/methodology/approach The study sampled service firms from an emerging economy (India) and high-income economy (The UK), which have different cultural contexts (collectivism/individualist) to assess the hypothesized relationship. Data collection processes were adapted to the contexts to optimize reliability and relevance. Multi-group structural equation modeling was used in analyzing the data. Findings The study finds that cultural contexts explain the positive relationship between customer involvement capability and firm competitiveness such that in collectivist cultures, involvement capability is more positively related to competitiveness but negative in individualistic contexts. However, in both contexts, service firms can through capability bundling increase firm competitiveness. The study found that the complementarity effects of innovation and involvement capabilities were found to be positive in both contexts. Originality/value This study departs from previous studies by arguing that customer involvement is a complementary capability that helps exploit the potential of innovation capability of service firms. This study further demonstrates that cultural context defines the effectiveness of involvement capability in achieving firm competitiveness.

scholarly journals A13-2 Identification of negative feedback, positive feedback and feed foward sequences during tilt test in young women with syncope

EP Europace ◽  
2003 ◽  
Vol 4 (Supplement_2) ◽  
pp. B19-B19
Author(s):  
G.A. Ruiz ◽  
J.C. Perfetto ◽  
S. Gallino ◽  
R. Chirife ◽  
A. Guillardot ◽  
...  
Keyword(s):  
Young Women ◽  
Negative Feedback ◽  
Positive Feedback ◽  
Tilt Test

EFFECT OF HYPOTHALAMIC DEAFFERENTATION ON THE CONTROL OF LUTEINIZING HORMONE SECRETION

1970 ◽  
Vol 46 (1) ◽  
pp. 1-7 ◽  
Author(s):  
S. TALEISNIK ◽  
M. E. VELASCO ◽  
J. J. ASTRADA
Keyword(s):  
Luteinizing Hormone ◽  
Negative Feedback ◽  
Positive Feedback ◽  
Hormone Secretion ◽  
Feedback Effect ◽  
Luteinizing Hormone Secretion ◽  
Ovarian Steroids ◽  
Medial Hypothalamus ◽  
Lh Release ◽  
Positive Feedback Effect

SUMMARY The influence that the interruption of the neural afferents to the hypothalamus exerts on ovulation and on the release of luteinizing hormone (LH) was studied in the rat. Animals with retrochiasmatic sections interrupting the neural connexions between the medial hypothalamus and the preoptic area (POA) showed constant oestrus and failed to ovulate. Animals in which the dorsal neural afferents to the POA were transected had oestrous cycles and ovulated normally. The positive feedback effect of progesterone on LH release in spayed animals primed either with 20 μg. oestradiol benzoate or 2·5 mg. testosterone propionate 3 days before was studied. Transection of the dorsal afferents to the POA favoured an increase in plasma LH, but in animals with retrochiasmatic sections the response was abolished. However, the negative feedback effect of ovarian steroids operated after both types of transection because an increase in plasma LH occurred after ovariectomy. It is concluded that the negative feedback effect of ovarian steroids acts on the medial hypothalamus which can maintain a tonic release of gonadotrophins in the absence of steroids. In contrast, the POA involved in the positive feedback effect of progesterone is concerned with the phasic release of LH.

Effects of suppliers’ trust and commitment on customer involvement

2015 ◽  
Vol 115 (6) ◽  
pp. 1041-1066 ◽  
Author(s):  
Yi Li ◽  
Gang Li ◽  
Taiwen Feng
Keyword(s):  
Social Exchange ◽  
Structural Equation ◽  
Social Exchange Theory ◽  
Exchange Theory ◽  
Governance Mechanism ◽  
Relational Governance ◽  
Content Type ◽  
Customer Involvement ◽  
Specific Investment ◽  
The Relationship

Purpose – The purpose of this paper is to investigate the relationships among suppliers’ trust and commitment, transaction-specific investment, switching cost, and customer involvement within the context of relational governance mechanism and the social exchange theory. Design/methodology/approach – The authors use survey data from 214 Chinese manufacturing firms and employ the structural equation model to verify the conceptual model. Findings – Relational governance benefits customer involvement. Transaction-specific investment mediates the relationship between trust and commitment of suppliers. Switching costs negatively moderate the relationship between suppliers’ trust and customer involvement, but positively moderate the relationship between suppliers’ commitment and customer involvement. Research limitations/implications – The authors focus on two key elements of relationship, namely, trust and commitment of suppliers, but neglect other relational factors, such as relational norms and interdependence. Originality/value – These findings broaden the understanding and present new directions for the implementation of customer involvement from the perspective of relational governance and social exchange theory.

Positioning of tourist destinations in the digital era: a review of online customer feedback

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gaurav Tripathi ◽  
Parul Wasan
Keyword(s):  
Digital Media ◽  
Tourism Industry ◽  
Destination Image ◽  
Site Management ◽  
Visitor Experience ◽  
Content Type ◽  
Customer Reviews ◽  
Tourist Destinations ◽  
Customer Feedback ◽  
Thoughtful Discussion

Purpose The purpose of this paper is to identify features of online content that create engagement amongst consumers by exploring online customer feedback from the world’s leading tourist website (s). This paper also attempts to unveil the factors based on customer reviews, which will be vital for the tourism industry professionals to promote and position India’s tourist destinations. Design/methodology/approach This paper involves an analysis of customer feedback from TripAdvisor.com. The approach to research is exploratory and attempts to uncover critical factors arising out of rising visitor experience in the digital media sphere. Findings Key factors are nuanced around service quality of the destination image. Identified factors that need the attention of the policymakers, site management and service professionals at large are fairness of price, distractions/irritants and varied expectations of the international and national tourists. Practical implications The findings will have substantial implications for the policymakers, the site management and service professionals. Research outcomes are based on the analysis of real customer reviews hence makes this study vital for decision-makers as well as for academic researchers working in this area. Originality/value This study used the real tourist’s data from TripAdvisor.com. The customer’s postings on the website are those of verified visitors. This paper should help in developing a thoughtful discussion around positioning India as a preferred destination in the online arena aiming at future tourists.

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