Buffering the service failure-induced effect of anger on revenge

Kybernetes ◽  
2019 ◽  
Vol 49 (7) ◽  
pp. 1899-1913 ◽  
Author(s):  
Gianfranco Walsh ◽  
Alexander Deseniss ◽  
Stefan Ivens ◽  
Mario Schaarschmidt
Keyword(s):  
Boundary Conditions ◽  
Corporate Reputation ◽  
Design Methodology ◽  
Positive Relationship ◽  
Service Failure ◽  
Past Research ◽  
Service Organizations ◽  
Online Experiment ◽  
Content Type ◽  
The Relationship

Purpose This paper aims to increase understanding of how the strength of the relationship between service failure-induced customer anger and revenge intentions might be influenced by attitudinal moderators that are both within and outside the realm of the service firm’s control. Drawing on past research, the authors hypothesize that customers’ perceptions of the corporate reputation and silent endurance constitute boundary conditions of the relationship between service failure-related customer anger and revenge intentions. Design/methodology/approach In line with past service failure research, the authors test the hypotheses using a scenario-based online experiment with 243 participants. Findings This research reaffirms the positive relationship between anger and revenge intentions and finds support for the hypothesized boundary conditions; customers with better corporate reputation perceptions and higher levels of silent endurance express weaker revenge intentions than those with poor corporate reputation perceptions and lower levels of silent endurance. Originality/value This research offers unique insights into how service organizations can buffer the detrimental effects of service failure-induced customer anger.

Creating innovation that drives authenticity

2019 ◽  
Vol 30 (3) ◽  
pp. 369-391 ◽  
Author(s):  
Timothy Lee Keiningham ◽  
Zeya He ◽  
Bas Hillebrand ◽  
Jichul Jang ◽  
Courtney Suess ◽  
...  
Keyword(s):  
Conceptual Framework ◽  
Design Methodology ◽  
Positive Relationship ◽  
Brand Extensions ◽  
Strategic Decision ◽  
Strategic Decision Making ◽  
Content Type ◽  
Parent Brand ◽  
Successful Innovation ◽  
The Relationship

Purpose The purpose of this paper is to explore the relationship between innovation and authenticity by developing a conceptual framework that illuminates the key constructs. Design/methodology/approach The paper adopts a common perspective – the customer – for both innovation and authenticity. A conceptual framework identifying the roles of centrality and distinctiveness in the innovation–authenticity relationship is developed and justified based upon prior research regarding brand extensions and authenticity. Findings The innovation–authenticity relationship can be visualized and managed using two constructs: centrality and distinctiveness. Centrality is proposed to have a positive relationship, whereas distinctiveness is proposed to have a non-linear (inverted-U) relationship. Originality/value The paper contributes a new conceptualization of the innovation–authenticity–loyalty relationship. It applies C–D Mapping in a completely new way to provide managerially relevant visualization of customers’ perceptions of a new innovation vis-à-vis the parent brand to guide strategic decision making. The paper also suggests areas for further research to improve our understanding of successful innovation–authenticity alignment.

Internal mechanism of brand app recommendation from the integrated cross-channel perspective

2019 ◽  
Vol 33 (4) ◽  
pp. 1076-1097
Author(s):  
Qian Chen ◽  
Yaobin Lu ◽  
Yeming Gong
Keyword(s):  
Airline Industry ◽  
Design Methodology ◽  
Service Organizations ◽  
Research Model ◽  
Content Type ◽  
Service Channel ◽  
Research Survey ◽  
Internal Mechanism ◽  
Research Gap ◽  
The Relationship

Purpose Many service organizations use brand apps as an important mobile-end service channel and expect to increase brand app use through customer recommendations. The purpose of this paper is to explore the internal mechanism of brand app recommendation from the cross-channel perspective. Design/methodology/approach Based on value–satisfaction–loyalty (VSL) framework, this study examines how brand app’s unique cross-channel features influence customer recommendations, and the effect of involvement in the framework. The authors conduct a research survey in airline industry and questionnaires are developed and distributed to respondents who have experiences with air travel and have used the corresponding airlines’ brand apps. Finally, the authors collect 399 valid questionnaires to test the research model. Findings The results show that brand app usability mediates the relationship between offline service satisfaction and brand app satisfaction, which finally leads to brand app recommendation. Brand app usability and satisfaction significantly affect involvement, which also lead to brand app recommendation. Originality/value This study distinguishes the features of brand apps from those of ordinary apps and fills the research gap in the internal mechanism of app recommendation from the integrated cross-channel perspective. Besides, this study extends the VSL value in the context of brand app use. Based on the results, this study also provides the practical suggestions of enhancing offline service quality and brand app usability to increase brand app recommendation.

Employee learning motives, perceived learning opportunities and employability activities

2018 ◽  
Vol 30 (5) ◽  
pp. 335-350 ◽  
Author(s):  
Chantal Boomaars ◽  
Lyle Yorks ◽  
Rajna Shetty
Keyword(s):  
Regression Analysis ◽  
Personal Development ◽  
Design Methodology ◽  
Positive Relationship ◽  
Learning Opportunities ◽  
Perceived Learning ◽  
Hierarchical Multiple Regression ◽  
Content Type ◽  
Employee Learning ◽  
The Relationship

Purpose This paper aims to examine whether employability activities are driven by employee learning motives and their perception of learning opportunities. Design/methodology/approach Data were collected using a closed questionnaire survey from three different profit organizations (N = 405). Hypotheses were tested through hierarchical multiple regression analysis. Findings Hierarchical regressions showed that the learning motive “personal development” had a positive relationship with “perceived learning opportunities” and “employability activities,” as hypothesized. “Perceived learning opportunities” did not mediate the relationship between the learning motive “personal development” and “employability activities.” No relationships were found among the learning motives “social pressure,” “perceived learning opportunities” and “employability activities”. Originality Value This study is among the first to investigate the motives that employees must engage in individual learning paths. It attempts to predict their self-reported employability activities based on these motives and on the learning opportunities that employees perceive.

Examining the relationship between trustworthiness and students’ attitudes toward knowledge sharing

2017 ◽  
Vol 66 (1/2) ◽  
pp. 16-27 ◽  
Author(s):  
Henry Boateng ◽  
Franklin Gyamfi Agyemang ◽  
Abednego Feehi Okoe ◽  
Tiniwah Deborah Mensah
Keyword(s):  
Linear Regression ◽  
Knowledge Sharing ◽  
Design Methodology ◽  
Positive Relationship ◽  
Sampling Technique ◽  
Design Technique ◽  
Content Type ◽  
Convenience Sampling ◽  
Students Attitudes ◽  
The Relationship

Purpose This study aims to ascertain the relationship between trustworthiness and students’ attitudes toward knowledge sharing. Design/methodology/approach For this study, the authors used the survey research design technique. Data were collected from students pursuing a degree in Business and Administration. Convenience sampling technique was used to select the participants. A total of 400 students participated in the study. Multiple linear regression was used to analyze the data. Findings The results show that trustworthiness, integrity, benevolence and ability have a positive relationship with students’ attitudes toward knowledge sharing. Originality/value Studies investigating the relationship between trustworthiness and students’ attitudes toward knowledge sharing is rare, especially in Ghana.

Is a smiling model better? A study based on apparel e-retailers

2020 ◽  
Vol 3 (1) ◽  
pp. 81-98
Author(s):  
Ruijuan Wu ◽  
Xiaoqian Ou ◽  
Yan Li
Keyword(s):  
Facial Expression ◽  
Boundary Conditions ◽  
Facial Expressions ◽  
Design Methodology ◽  
Laboratory Experiments ◽  
Human Model ◽  
Moderating Effects ◽  
Approach Behavior ◽  
Content Type ◽  
The Relationship

PurposeThe objective of this study is to examine the effect of human model facial presentation (a smiling facial expression vs a neutral facial expression vs no facial presentation) on consumers' approach behavior and to determine the mechanism and boundary conditions behind such effects.Design/methodology/approachThe research consisted of four laboratory experiments.FindingsThe results of four studies showed that a smiling facial expression led to the highest score for approach behavior. Pleasure and arousal mediated the effect of facial presentation on approach behavior. In the relationship between facial presentation and approach behavior, the moderating effects of emotional receptivity and the situation were significant. To be specific, for participants with high emotional receptivity, smiling facial expressions led to the highest approach behavior; for participants with low emotional receptivity, neutral expressions led to the highest approach behavior. In a browsing situation, the approach behavior of participants in response to a smiling facial expression was the highest. However, no significant differences were found in approach behavior under the three conditions regarding a purchasing situation.Originality/valueThis study supplements the literature on human model presentation and enriches the study of facial expressions.

Virtual reality experiences, attachment and experiential outcomes in tourism

2019 ◽  
Vol 75 (3) ◽  
pp. 481-495 ◽  
Author(s):  
Hung-Che Wu ◽  
Chi-Han Ai ◽  
Ching-Chan Cheng
Keyword(s):  
Virtual Reality ◽  
Video Games ◽  
Design Methodology ◽  
Positive Relationship ◽  
Tourism Industry ◽  
Positive Relationships ◽  
Content Type ◽  
Structural Relationships ◽  
The Relationship ◽  
Practical Implications

Purpose The purpose of this study is to examine the structural relationships between the dimensions of virtual reality (VR) experiences (immersion, interaction, usability and illusion), the dimensions of VR attachment (VR dependence, VR identity, VR affect and VR familiarity) and the dimensions of VR experiential outcomes (VR experiential satisfaction, VR experiential loyalty and VR experiential advocacy). Design/methodology/approach A total of 490 visitors who tried 360 VR travel video games in the TripMoment VR were surveyed. Findings In this study, there are positive relationships between VR experiential satisfaction and immersion, interaction, illusion, as well as VR identity, VR affect and VR familiarity. In addition, VR experiential satisfaction has a positive relationship with VR experiential loyalty. In addition, VR experiential advocacy has a positive relationship with both VR experiential satisfaction and VR experiential loyalty. Practical implications The results show that tourism operators should focus on increasing VR experiential satisfaction and experiential loyalty to enable visitors to have intentions to advocate their VR experiences. Originality/value This paper provides the data that lead to a better understanding of the relationship between the dimensions of VR experiences, VR attachment and VR experiential outcomes in the tourism industry.

Financial crime, corruption and tax evasion: a cross-country investigation

2018 ◽  
Vol 21 (4) ◽  
pp. 545-554 ◽  
Author(s):  
Ines Amara ◽  
Hichem Khlif
Keyword(s):  
Money Laundering ◽  
Tax Evasion ◽  
Design Methodology ◽  
Positive Relationship ◽  
Policy Implications ◽  
Financial Crime ◽  
Content Type ◽  
Financial Crimes ◽  
Cross Country ◽  
The Relationship

Purpose This paper aims to examine the relationship between the financial crime and tax evasion and tests whether corruption moderates such a relationship. Design/methodology/approach Tax evasion measure is based on Schneider et al. (2010). Financial crime is collected from Basel anti-money laundering (AML) report. Findings Using a sample of 120 countries, the authors find that the level of financial crime is positively associated with tax evasion. When testing for the moderating effect of corruption, they document that the positive relationship between financial crime and tax evasion is more pronounced for high corrupt environments. Originality/value The findings have policy implications for governments aiming to combat tax evasion and financial crimes.

Pandemic's effect on the relationship between lean implementation and service performance

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Guilherme Tortorella ◽  
Gopalakrishnan Narayanamurthy ◽  
Moacir Godinho Filho ◽  
Alberto Portioli Staudacher ◽  
Alejandro Francisco Mac Cawley
Keyword(s):  
Design Methodology ◽  
Service Performance ◽  
Work Environments ◽  
Service Organizations ◽  
Home Office ◽  
Lean Implementation ◽  
Content Type ◽  
Sociotechnical Systems Theory ◽  
The Impact ◽  
The Relationship

PurposeThis paper aims at examining the impact that COVID-19 pandemic and its related work implications have on the relationship between lean implementation and service performance.Design/methodology/approachThe author surveyed service organizations that have been implementing lean for at least two years and remotely maintained their activities during the COVID-19 outbreak. Multivariate data techniques were applied to analyze the dataset. This study was grounded on sociotechnical systems theory.FindingsThe findings indicate that organizations that have been implementing lean services more extensively are also more likely to benefit from the effects that the COVID-19 had on work environments, especially in the case of home office. Nevertheless, social distancing does not appear to mediate the effects of lean services on both quality and delivery performances.Originality/valueSince the pandemic is a recent phenomenon with unprecedented effects, this research is an initial effort to determine the effect the pandemic has on lean implementation and services' performance, providing both theoretical and practical contributions to the field.

scholarly journals The impact of human resources practices on consumers’ investment intentions

2017 ◽  
Vol 39 (4) ◽  
pp. 475-486 ◽  
Author(s):  
Aristides I. Ferreira ◽  
Luis F. Martinez ◽  
Rosa I. Rodrigues ◽  
Carla Ilhéu
Keyword(s):  
Human Resources ◽  
Corporate Reputation ◽  
Design Methodology ◽  
Corporate Policies ◽  
Content Type ◽  
Hr Practices ◽  
Management Students ◽  
Investment Intentions ◽  
The Impact ◽  
The Relationship

Purpose Research has shown that corporate policies affect customers’ decisions. The purpose of this paper is to focus on the influence of human resources (HR) practices on investment intentions in the financial sector. Design/methodology/approach Data were obtained from 548 managers and management students. Participants were presented real news regarding two banks with contrasting HR practices. Subsequently, they had to choose – from a given virtual amount – their investment allocations. Findings Results primarily showed that participants decided to invest more money in the bank which was more profitable to them, regardless of that bank’s HR practice. But, most importantly, when the news was specifically addressed to the in-group (managers), participants decided to invest more money in the bank with the HR practice by which they identified more, although being less profitable to them. Originality/value The findings demonstrate the urgency for organizations to manage effectively their HR practices, as they serve as a vehicle to corporate reputation, thus affecting the relationship with the stakeholders and investors’ decisions.

scholarly journals Conceptualizing negatively valenced influencing behavior: forms and triggers

2018 ◽  
Vol 29 (3) ◽  
pp. 468-490 ◽  
Author(s):  
Jaylan Azer ◽  
Matthew J. Alexander
Keyword(s):  
Design Methodology ◽  
Recent Literature ◽  
Service Failure ◽  
Online Reviews ◽  
Customer Engagement ◽  
Content Type ◽  
Engagement Behavior ◽  
The Relationship ◽  
Service Managers ◽  
Practical Implications

Purpose The purpose of this paper is to show how customers engage in negatively valenced influencing behavior (NVIB) and what triggers customers to use different forms of NVIB in an online context. Design/methodology/approach A qualitative study is conducted using an unobtrusive netnography. Data collected comprise of 954 negatively valenced online reviews posted on TripAdvisor to hotels, restaurants, and “things to do” in 12 different destinations worldwide. Findings Drawing on the recent literature relating to customer engagement behavior (CEB), this paper identifies and conceptualizes the relationship between five cognitive (service failure, overpricing, deception) and emotional (disappointment and insecurity) triggers of six forms of direct (dissuading, warning, and endorsing competitors) and indirect (discrediting, expressing regret, and deriding) NVIB. Research limitations/implications The unobtrusive netnography has inherent limitations that lend itself to inductive rich insights rather than generalization. The study only focuses on NVIB within a specific online context, namely, TripAdvisor. Practical implications This paper provides managers with knowledge of the specific triggers of NVIB. Additionally, the paper conceptualizes the various forms of NVIB, how customers use them, and what triggers them to use each form. Moreover, the paper offers relevant data-inferred recommendations to service managers on how to manage each form of NVIB. Originality/value This research is the first to identify the forms and triggers of NVIB, classify direct and indirect forms, and conceptualize the relationships between forms and triggers.

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