Elderly customers’ reactions to service failures: the role of future time perspective, wisdom and emotional intelligence

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Walid Chaouali ◽  
Nizar Souiden ◽  
Christian M. Ringle
Keyword(s):  
Emotional Intelligence ◽  
Problem Solving ◽  
Time Perspective ◽  
Service Failure ◽  
Future Time Perspective ◽  
Future Time ◽  
Content Type ◽  
Service Failures ◽  
Failure Experience

Purpose Considering the scant scholarly research on elderly customers’ behaviors, this study aims to investigate elderly customers’ reactions to service failure. Additionally, it takes into account customers’ emotions and abilities to cope with stressful situations and achieve successful problem-solving complaining. In particular, future time perspective, wisdom and emotional intelligence were examined to delineate their impacts on the elderly’s responses to service failures. Design/methodology/approach Data were collected in a French city through mall-intercept interviewing. In total, 240 respondents participated, based on their retrospective service failure experience. PLS-SEM was used to analyze the data. Findings Both wisdom and emotional intelligence were found to directly and positively impact problem-solving complaining. Future time perspective, however, only had an indirect effect on problem-solving complaining through wisdom and emotional intelligence. Originality/value To the best of the authors’ knowledge, this is the first study to shed some light on how elderly customers constructively react to service failures. To this end, it uses future time perspective, wisdom and emotional intelligence, as well as their interrelationships, to explain elderly customers’ problem-solving complaining.

Age-inclusive HR practices and the thriving of older workers: the mediating role of occupational future time perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Eduardo Oliveira
Keyword(s):  
Surface Analysis ◽  
Older Workers ◽  
Time Perspective ◽  
Future Time Perspective ◽  
Future Time ◽  
Content Type ◽  
Hr Practices ◽  
The Relationship ◽  
Remaining Time

PurposeDrawing on social exchange theory and socio-emotional selectivity theory, this paper examines the role of occupational future time perspective (OFTP) in the relationship between age-inclusive HR practices (AIHRP) and the thriving of older workers.Design/methodology/approachA two-wave cross-sectional design was adopted with bootstrapped parallel multiple mediation analyses. In addition, polynomial regression with response surface analysis was used to examine the extent to which combinations of focus on opportunities and remaining time relate to thriving at work. Data were collected from 310 older workers working in 13 companies located in Portugal.FindingsAIHRP have direct effects on OFTP dimensions (i.e. focus on opportunities and remaining time), and indirect effects on the two thriving dimensions (i.e. learning and vitality) via focus on opportunities. The positive relationship between AIHRP and learning was mediated by remaining time, while no significant mediating effect on vitality through remaining time was found. Additionally, surface analysis showed that overall thriving and learning increase more sharply when focus on opportunities is higher than remaining time, rather than vice versa.Originality/valueThis paper contributes to the literature by showing the importance of personal resources like OFTP in the relationship between AIHRP and the thriving of older workers. It also provides further support for the distinctiveness of the two OFTP dimensions as remaining time was not linked to vitality, whereas focus on opportunities was linked to both thriving dimensions.

Future time perspective and group performance among students

2020 ◽  
Vol 12 (5) ◽  
pp. 1265-1280 ◽  
Author(s):  
Manish Gupta ◽  
Arnold B. Bakker
Keyword(s):  
Student Engagement ◽  
Task Performance ◽  
Time Perspective ◽  
Group Performance ◽  
Group Cohesion ◽  
Future Time Perspective ◽  
Future Time ◽  
Content Type ◽  
Mediating Role

PurposeThe objective of this study is to understand the mediating role of student engagement between future time perspective and group task performance. In addition, the study examines the interaction effect of group cohesion task with student engagement on group performance.Design/methodology/approachData were collected from 170 (a total of 34 groups of five members each) business management students for three consecutive months. To analyze the data, multi-level modeling was carried out.FindingsThe results of the three-wave multi-level analysis indicate support for the hypotheses and suggest that future time perspective affects group performance through student engagement. Moreover, group cohesion interacts with student engagement to predict group task performance.Research limitations/implicationsThe findings show how the application of engagement theory can help in understanding the relationship between two distant variables, namely, future time perspective and group performance.Practical implicationsThe educators are encouraged to engage students for facilitating the positive impact of future time perspective on group task performance. The findings also imply that the students with future orientation perform well and thus, the educators may need to teach students to have futuristic perspective.Originality/valueThis study in one of its kinds to test the mediating role of student engagement between future time perspective and group task performance as well as the interaction effect of group cohesion task with student engagement on group performance at both the individual and group level over a period of time.

Work-family enrichment and well-being: the role of occupational future time perspective

2018 ◽  
Vol 23 (6/7) ◽  
pp. 542-556 ◽  
Author(s):  
Hélène Henry ◽  
Donatienne Desmette
Keyword(s):  
Emotional Exhaustion ◽  
Work Engagement ◽  
Older Workers ◽  
Time Perspective ◽  
Well Being ◽  
Future Time Perspective ◽  
Content Type ◽  
Work Family ◽  
The Relationship

Purpose In the context of workforce aging, the purpose of this paper is to investigate the mediating role of occupational future time perspective (OFTP) in the relationship between work–family enrichment (WF-E) and two well-being outcomes (i.e. work engagement and emotional exhaustion). In addition, the moderating role of age on the relationship between WF-E and OFTP, and consequently, on the indirect effects of WF-E on work engagement and emotional exhaustion through OFTP, will be examined. Design/methodology/approach Cross-sectional survey research (n=263) was conducted in a public sector company in Belgium. Structural equation modeling and bootstrap analyses were performed to investigate the hypothesized relationships. Findings The dimension “remaining opportunities” of OFTP mediated the positive relationship between WFE and work engagement, and the negative relationship between WFE and emotional exhaustion. Chronological age moderated the positive relationship between WFE and the dimension “remaining time” of OFTP, with stronger effects among older workers. Research limitations/implications This research has confirmed that OFTP is influenced by WFE and that WFE matters, especially for older workers. Future research should continue to study the effects of the work–family interface on older workers. Practical implications Age management practices should take WFE into consideration when managing an aging workforce. In particular, older workers may benefit from WFE to increase their perception of remaining opportunities at work, which, in turn, increase well-being. Originality/value This study contributes evidence for the role of personal resources (i.e. remaining opportunities) in the relationship between WF-E and well-being at work.

scholarly journals Future Time Perspective

GeroPsych ◽  
2018 ◽  
Vol 31 (3) ◽  
pp. 163-167 ◽  
Author(s):  
Hsiao-Wen Liao ◽  
Laura L. Carstensen
Keyword(s):  
Time Perspective ◽  
Well Being ◽  
Future Time Perspective ◽  
Subjective Time ◽  
Future Time ◽  
Socioemotional Selectivity ◽  
Domain Specific ◽  
Time Horizons ◽  
Antecedents And Consequences

Abstract. The articles in the present volume enhance the understanding of the role of perceived time in human development. Together, they point to the multifaceted nature of perceived future time and the associations different aspects of time have with goals, preferences, and well-being. Specifically, the articles showcase antecedents and consequences of perceived time left in life, consider ways to optimize measurement of future time horizons, and advance novel questions about the neural correlates of domain-specific aspects of subjective time. Findings are considered within the framework of socioemotional selectivity theory. Future directions for research on time horizons are discussed.

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