When and Why a Squeakier Wheel Gets More Grease: The Influence of Cultural Values and Anger Intensity on Customer Compensation

2019 ◽  
Vol 22 (3) ◽  
pp. 223-240 ◽  
Author(s):  
Ella Glikson ◽  
Laura Rees ◽  
Jochen Wirtz ◽  
Shirli Kopelman ◽  
Anat Rafaeli
Keyword(s):  
Cultural Values ◽  
Service Failure ◽  
Anger Expression ◽  
Management Training ◽  
Cultural Value ◽  
Perceived Threat ◽  
Emotional Intensity ◽  
Lower Intensity ◽  
Service Employees ◽  
The Relationship

When customers express anger, do they gain greater returns, as suggested by the proverb “the squeaky wheel gets the grease”? If so, does the intensity of the squeak matter? In four studies, we explore employee compensation responses to customers who express relatively high- versus low-intensity anger in service-failure settings. The studies demonstrate that the cultural value of power distance (PD) moderates the relationship between emotional intensity and customer compensation: High-PD service employees offer less compensation to customers expressing higher intensity anger, and low-PD service employees offer more to customers expressing higher intensity anger. For high-PD service employees, this relationship between emotional intensity and compensation is mediated by the perceived appropriateness of the anger expression; for low-PD employees, it is mediated by perceived threat. However, when perceptions of threat are mitigated, low-PD service employees offer higher compensation to lower intensity anger, and this effect is mediated by perceptions of appropriateness. This research is the first to examine the effect of anger intensity in service-failure settings. For managers, the findings illuminate the importance of adopting a cultural lens when designing emotion management training programs and when setting practices for compensating angry customers.

scholarly journals Cultural Value And Travel Motivation Of European Tourists

2012 ◽  
Vol 28 (6) ◽  
pp. 1295 ◽  
Author(s):  
Acheraporn Plangmarn ◽  
Bahaudin G. Mujtaba ◽  
Mohamed Pirani
Keyword(s):  
Data Analysis ◽  
Cultural Values ◽  
Significant Relationship ◽  
Demographic Characteristic ◽  
Cultural Value ◽  
Chiang Mai ◽  
Travel Motivation ◽  
Time Period ◽  
Travel Motivations ◽  
The Relationship

The purpose of this study was to investigate the relationship among demographic characteristic, cultural values, and travel motivations in regards to understanding the context of tourists motivation and how cultural values impact the travel motivation. The study was limited to the tourists who came to the attractive city of Chiang Mai during the research time period. The results indicated that demographic characteristic is a source of cultural values and cultural values impact the travel motivations of the tourists. Also, no significant relationship was found between demographic characteristic and travel motivations. Data analysis and implications are discussed and recommendations are provided.

scholarly journals Orientation of sasi Cultural Values in Maluku

2021 ◽  
Vol 317 ◽  
pp. 01027
Author(s):  
Jenny Koce Matitaputty
Keyword(s):  
Qualitative Research ◽  
Cultural Values ◽  
Social Life ◽  
Human Life ◽  
Cultural Orientation ◽  
Cultural Value ◽  
External Disturbances ◽  
Man And Nature ◽  
The Relationship ◽  
Human Position

More than the cultural values contained in the management of natural resources in Maluku will always include the principles and traditions of sasi and adat because they are an intrinsic part of a culture which for centuries has proven to be adaptive and resistant to external disturbances. The purpose of this study was to determine the orientation of the cultural value of sasi in Maluku. The method used is qualitative research, where observation, interviews and documentation are used to collect data from informants. The results showed that talking about cultural values in sasi would be related to the concept of the nature of human life, the work of human life, human position and space and time, the nature of man and nature as well as the relationship between humans and humans and other people. Where the culture of sasi illustrates what humans must do, It is hoped that sasi culture will remain a part of the Saparua indigenous people so that people will continue to choose the values of sasi cultural orientation so that social life and ecological life will continue to be sustainable from the control of sasi cultural values.

scholarly journals PANRITA LOPI: Cultural Value and Religiosity Behind Professionalism of Making Pinisi Boats in Bulukumba Regency

2019 ◽  
Vol 4 (1) ◽  
pp. 1
Author(s):  
Eymal B Demmalino ◽  
Tamzil Ibrahim ◽  
Yopie Lumoindong
Keyword(s):  
Data Collection ◽  
Cultural Values ◽  
Descriptive Analysis ◽  
Cultural Value ◽  
South Sulawesi ◽  
Qualitative Descriptive ◽  
The Relationship ◽  
Depth Interviews ◽  
Complementary Analysis ◽  
Research Show

The main of this article to be expressed are Cultural Values and the Religiosity Behind the Skills (Kepanritaan) of Pinisi Boat Making in a very well-known community of boat makers in Ara, Bira and Tanalemo Villages, Bontobahari District, Bulukumba Regency, South Sulawesi. This research uses the verstehen method (Weber in Ritzer and Goodman, 2004 and Kaelan, 2005) on Pinisi Boat Making Activities and Changes from the beginning to the era of shipping modernization. The data was collected by combining comprehensive data collection techniques (observation, in-depth interviews, documentation, and triangulation: Sugiyono, 2007) and analyzed using interpretive post positivistic qualitative descriptive analysis method (with systemic complementary analysis procedures: Data Collection), Grouping, Categorization, and Discarding Insignificant Data (Data Reduction), Mapping Data on Causality between Data Categorization, and Conclusion: Miles and Huberman, 1995). The results of the research show that the professionalism in making pinisi boats is built on the basis of assessment with the underlying occult values. A cultural value that tends to be ecologically oriented in the sense of keeping the relationship harmonious with the natural ruler in a magical way. These values tend to weaken amid the development of shipping modernization and the development of the boat-making industry.

Cultural value of translation of proverbs and synopsis

2020 ◽  
Vol 1 (1) ◽  
pp. 11484
Author(s):  
Mohammad Amin Ebrahimi
Keyword(s):  
Cultural Values ◽  
Ethnic Groups ◽  
The Other ◽  
Cultural Value ◽  
Mutual Understanding ◽  
Communication Tool ◽  
Language And Culture ◽  
Cultural Aspects ◽  
Different Cultures ◽  
The Relationship

Language is formed in the context of culture; on the other hand, the culture of a society is reflected in the language's mirror. Language has a cultural backbone as a communication tool. This cultural backing is in fact the basis for the emergence of vocabulary and its conceptual boundaries, as well as the decisive factor in the image and image reflected in the ords and proverbs. Because different ethnic groups have different cultures, there are problems on the path to the relationship between nations and the mutual understanding of languages. The methods of translating proverbs and synopsis as part of language and culture play a significant role in communicating, despite the fact that some cultural reflections sometimes apply in the above interpretations because of the inappropriateness of the methods of translating neglected. Since one of the goals of translation is to create and promote communication between cultures, ignoring the cultural aspects of texts in translation can reduce the scientific and cultural values of translated works. The present paper seeks to explain this problem and provide some solutions.

Organizational Response to Goods Failure Complaints: The Role of Culture on Perceptions of Interactional Justice and Customer Satisfaction

2019 ◽  
pp. 097215091986178
Author(s):  
Etayankara Muralidharan ◽  
Wenxia Guo ◽  
Hesham Fazel ◽  
William Wei
Keyword(s):  
Cultural Values ◽  
Service Failure ◽  
Interactional Justice ◽  
Value Orientations ◽  
Cultural Value ◽  
Organizational Response ◽  
Service Failures ◽  
Perceptions Of Fairness ◽  
Customer Evaluations ◽  
Firm Responses

It is well recognized that in a service failure context, cultural value orientations interact with firm responses to service failures to influence perceptions of fairness (justice) and satisfaction. We examine whether this effect is applicable in the case of goods failure complaint context. Using an experimental design with data from Hong Kong and Canada, we investigate how customer evaluations of firm responses are influenced by interplay of consumers’ value orientation and nature of firm responses to the goods failure complaint [whether complaint resolution is initiated by the firm (vs. initiated by the customer), customer is informed about the progress of complaint resolution (vs. not informed about the progress)]. Our findings reveal that the cultural values of collectivism and uncertainty avoidance do interact with the nature of firm’s response to influence perception of interactional justice. Finally, interactional justice positively impacts overall complaint resolution satisfaction.

scholarly journals Potret Aktivitas Makan dalam Leksikon Jawa dan Nilai Filosofi

2019 ◽  
Vol 14 (3) ◽  
pp. 272
Author(s):  
M. Suryadi
Keyword(s):  
Cultural Values ◽  
Coastal Region ◽  
Correlation Study ◽  
Cultural Value ◽  
Self Identity ◽  
Central Java ◽  
Relationship Of ◽  
The Relationship ◽  
The City ◽  
Depth Interviews

The purpose of this study is to prove that there is a relationship between eating activities and the behavior of coastal Javanese in Semarang City. This correlation study involves the relationship of the form of the lexicon to the concept of the lexicon and the value of Javanese philosophy. Research Location in the Central Java Coastal Region, a locus of research in the city of Semarang. This type of research is descriptive qualitative. Data collection methods used were observation, documentation, and active participation through in-depth interviews. The analytical method used is the lexicon mapping based on the form of unit - cultural values - references. The consideration used to map the lexicon is the cultural value in Javanese tradition. The theory used is the reconstruction of the lexicon in the meaning group of eating activities. The findings of the study are the self-identity of the eating activity lexicon has a correlation with Javanese human behavior, especially in socializing with the community. The lexicon of eating activity, preserving the values of Javanese culture in contact with politeness.

scholarly journals Ατομικισμός – Συλλογικότητα και σχολικός εκφοβισμός

2020 ◽  
Vol 21 (1) ◽  
pp. 76
Author(s):  
Στέλιος Γεωργίου ◽  
Κυριακή Φουσιανή
Keyword(s):  
Cultural Values ◽  
Power Distance ◽  
Cultural Orientation ◽  
Cultural Value ◽  
Cultural Dimension ◽  
Individual Freedom ◽  
Parental Style ◽  
Peer Violence ◽  
Individualism And Collectivism ◽  
The Relationship

The relationship between bullying at school and cultural value orientation constitutes one of the most interesting topics in the international literature during the recent years. Media in Western countries, where individualist cultural values prevail, present collectivist societies as less sensitive towards individual freedom and individual needs. For this reason, they postulate that phenomena such as peer violence and bullying at school are more frequent and more intense in societies where individuals are subordinated to the coercion and expectations of the group. Some recent studies confirm the above rationale and attribute it to the authoritarian parental style that such societies adopt. however, some other studies support the idea that collectivism is a cultural orientation that aims to prevent individuals from getting involved in violent actions against the powerless. Power distance, a cultural dimension referring to the way that power is allocated among people, with either individualist or collectivist cultural values, seems to be the key for the clarification of this issue. Both individualism and collectivism can have a horizontal and a vertical dimension of power distance. horizontal power distance fosters equality and cooperation, whereas vertical power distance underlines hierarchy and submission to the directives of authority. The current paper aims to explore the relationship between the above variables presentingfindings from empirical research.

scholarly journals The Relationship Between Cultural Value Orientations and the Changes in Mobility During the Covid-19 Pandemic: A National-Level Analysis

2021 ◽  
Vol 12 ◽  
Author(s):  
Selin Atalay ◽  
Gaye Solmazer
Keyword(s):  
Cultural Values ◽  
National Level ◽  
Value Orientations ◽  
Cultural Value ◽  
Residential Areas ◽  
Aggregated Data ◽  
Percentage Decrease ◽  
Cultural Orientations ◽  
Mobility Behavior ◽  
The Relationship

This study investigated the relationship between cultural value orientations and country-specific changes in mobility during the Covid-19 pandemic. The aim was to understand how cultural values relate to mobility behavior during the initial stages of the pandemic. The aggregated data include Schwartz's cultural orientations, Gross Domestic Product (GDP) per capita, number of Covid-19 cases per million, and mobility change during the Covid-19 pandemic (Google Mobility Reports; percentage decrease in retail and recreation mobility, transit station mobility, workplace mobility and percentage mobility increase in residential areas). Regression analyses showed that, after controlling for economy and severity of disease, hierarchy was the primary factor reducing mobility, such as staying at home, and mobility in public spaces, such as avoiding retail and recreation sites (marginally significant). The results are discussed in the light of previous literature and the implications for social distancing measures.

scholarly journals Psychoactive Substance Use and Its Relationship to Stress, Emotional State, Depressive Symptomatology, and Perceived Threat During the COVID-19 Pandemic in Mexico

2021 ◽  
Vol 9 ◽  
Author(s):  
Nora Angélica Martínez-Vélez ◽  
Marcela Tiburcio ◽  
Guillermina Natera Rey ◽  
Jorge Ameth Villatoro Velázquez ◽  
Miriam Arroyo-Belmonte ◽  
...  
Keyword(s):  
Substance Use ◽  
Emotional State ◽  
Depressive Symptomatology ◽  
Perceived Threat ◽  
Emotional Intensity ◽  
Affective States ◽  
Psychoactive Substances ◽  
Negative Affective States ◽  
Age Range ◽  
The Relationship

People can increase their use of psychoactive substances in response to stressful situations as a maladaptive mechanism for reducing negative affective states. It is therefore necessary to examine changes in the use of such substances and their relationship to mental health in light of the COVID-19 pandemic.Objective: Evaluate the relationship between psychoactive substances and stress, emotional state, and symptomatology during the COVID-19 lockdown in Mexico.Method: A national survey was conducted, using the free Google Forms platform, of residents of Mexico aged 18 and older. The survey was disseminated through social media.Results: The sample comprised 4,122 individuals, mostly women (71.8%), with an age range of 18–81 years (M = 37.08, SD = 12.689), of which 46.8% were single, and 42.9% married. In general, there was a reduction in substance use during the first 2 months of the quarantine; the most commonly used substances were alcohol, tobacco, and tranquilizers. Respondents who described having greater use than before the pandemic presented greater stress, depressive symptomatology, and perceived threat than those who did not use substances.Conclusions: Respondents who did not use substances reported lower levels of stress, depressive symptomatology, impact of the coronavirus pandemic, and perception of its threat. Women reported greater stress, depressive symptomatology, and emotional intensity than men.

scholarly journals Nilai dan Unsur Budaya pada Cerita Rakyat Buah Udak Suku Dayak Linoh

2021 ◽  
Vol 14 (2) ◽  
pp. 210
Author(s):  
Yusuf Olang ◽  
Ursula Dwi Oktaviani ◽  
Yati Oktaviani
Keyword(s):  
Language Arts ◽  
Cultural Values ◽  
Belief Systems ◽  
Cultural Value ◽  
Oral Literature ◽  
Human Relationships ◽  
Cultural Elements ◽  
Qualitative Descriptive ◽  
The Relationship ◽  
Descriptive Method

Value and Cultural Element in Buah Udak Folklore Dayak Linoh Ethic Group ABSTRAKTujuan penelitian ini adalah mendeskripsikan nilai dan unsur budaya pada sastra lisan cerita rakyat suku Dayak Linoh. Penelitian ini menggunakan metode deksriptif kualitatif. Data pada penelitian ini adalah semua kutipan-kutipan yang terdapat dalam cerita rakyat suku Dayak Linoh. Sumber data dalam penelitian ini adalah cerita rakyat suku Dayak Linoh dari Kecamatan Sungai Tebelian Kabupaten Sintang yang berisi satu cerita rakyat  Dayak Linoh yang berjudul Buah Udak. Hasil analisis data menunjukkan nilai budaya yang menggambarkan hubungan manusia dengan Tuhan, hubungan manusia dengan alam, hubungan manusia dengan masyarakat, hubungan manusia dengan orang lain atau sesamanya, hubungan manusia dengan dirinya sendiri. Sedangkan unsur budaya terdapat: peralatan dan perlengkapan hidup, sistem kekerabatan dan organisasi sosial, bahasa, kesenian, sistem kepercayaan, dan sistem ilmu dan pengetahuan. Masyarakat Dayak Linoh memercayai nilai budaya yang terdapat dalam cerita tersebut dan menjadi adat istiadat/tradisi.Kata kunci: nilai budaya, cerita rakyat, Dayak Linoh ABSTRACTThe purpose of this study was to describe the values and cultural elements in the oral literature of the Linoh Dayak folklore. This study uses a qualitative descriptive method. The data in this study are all quotes contained in the folklore of the Linoh Dayak group ethic. The source of the data in this study is the folklore of the Dayak Linoh group ethic from Sungai Tebelian District, Sintang Regency which contains a Dayak Linoh folktale entitled Buah Udak. The results of data analysis show cultural values that describe the relationship between humans and God, human relationships with nature, human relationships with society, human relationships with other people or with each other, human relationships with themselves. While the elements of culture are: tools and equipment for life, kinship systems and social organization, language, arts, belief systems, and systems of science and knowledge. The Linoh Dayak community believes in the cultural values contained in the story and becomes a custom/tradition.Keyword: cultural value, folklore, Dayak Linoh.

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