A Study on the Influence of Intimate Silence: The Relationship between Tie Strength and Customers’ Prosocial Silence, Prosocial Voice in a Service Failure Situation

2019 ◽  
Vol 34 (4) ◽  
pp. 1-27
Author(s):  
Sang Hee Kim
Keyword(s):  
Service Failure ◽  
Tie Strength ◽  
Prosocial Voice ◽  
The Relationship

scholarly journals Moderating Effect of the Power–Distance Belief on the Relationship between Employees’ Service Failures and Customers’ Behavioral Outcomes in the Sport Service Industry

2021 ◽  
Vol 18 (5) ◽  
pp. 2488
Author(s):  
Hyunseok Song ◽  
Kevin K. Byon
Keyword(s):  
Critical Incident ◽  
Service Failure ◽  
Power Distance ◽  
Moderating Effect ◽  
Main Experiment ◽  
Manipulation Check ◽  
Fitness Center ◽  
Service Failures ◽  
The Relationship ◽  
Power Distance Belief

This study was designed to examine the moderating effects of the power–distance belief (PDB) on the relationship between employees’ service failures and customers’ transactional and non-transactional outcomes in a fitness center context. To test the relationships among these variables, we employed two pretests and a main experiment. In Pretest 1, a critical incident technique (CIT) was used to identify the employees’ service failure situations in fitness centers. Then, in Pretest 2, we developed two written scenarios that described employees’ service failures according to low and high severity and confirmed the differences between these two scenarios with a manipulation check. In the main experiment, we employed scenarios to examine the relationships among service failures’ severity, PDB, and customers’ non-transactional and transactional outcomes. We used Hayes’ PROCESS macro to test the PDB’s single moderating effect on the relationship between the service failures’ severity and the customers’ responses. According to the results, the moderating effect on the relationship between the service failures’ severity and fitness center customers’ non-transactional and transactional behaviors was confirmed. We extended the understanding of fitness center customers’ reactions, depending upon individual PDB to service failures, by comparing low- and high-service failure situations. Our findings also suggest that segmenting fitness center customers may help managers recognize that their customers’ varying responses depend on PDB.

scholarly journals Decomposition of M/M/1 With Unreliable Service and a Working Vacation

2020 ◽  
Vol 9 (1) ◽  
pp. 63
Author(s):  
Joshua Patterson ◽  
Andrzej Korzeniowski
Keyword(s):  
Closed Form ◽  
Failure Rate ◽  
Waiting Time ◽  
Queue Length ◽  
Service Failure ◽  
Working Vacation ◽  
Stationary Queue Length ◽  
Stationary Waiting Time ◽  
Relationship Of ◽  
The Relationship

We use the stationary distribution for the M/M/1 with Unreliable Service and aWorking Vacation (M/M/1/US/WV) given explicitly in (Patterson & Korzeniowski, 2019) to find a decomposition of the stationary queue length N. By applying the distributional form of Little's Law the Laplace-tieltjes Transform of the stationary customer waiting time W is derived. The closed form of the expected value and variance for both N and W is found and the relationship of the expected stationary waiting time as a function of the service failure rate is determined.

scholarly journals Non-linear effects of relational capital on supply-side resilience

2019 ◽  
Vol 39 (9/10) ◽  
pp. 1053-1075
Author(s):  
Yiyi Fan ◽  
Mark Stevenson
Keyword(s):  
Linear Relationship ◽  
Boundary Spanning ◽  
Curvilinear Relationship ◽  
Tie Strength ◽  
Supply Side ◽  
Relational Capital ◽  
Content Type ◽  
The Impact ◽  
The Relationship

Purpose Prior studies have largely overlooked the potentially negative consequences of a buyer’s relational capital (RC) with a supplier for supply-side resilience, assuming a positive linear relationship between the constructs. Meanwhile, the focus of research has been at an organisational level without incorporating the role of boundary spanning individuals at the interface between buyer and supplier. Drawing on social capital and boundary spanning theory, the purpose of this paper is to: re-examine the relationship between RC and supply-side resilience, challenging the linear assumption; and investigate how both the strength and diversity of a boundary spanner’s ties moderate this relationship. Design/methodology/approach Survey data are collected from 248 firms and validated using a subset of 57 attentive secondary respondents and archival data. The latent moderated structural equation method is applied to analyse the data. Findings An inverted U-shaped relationship between RC and supply-side resilience is identified. Tie strength in particular has a positive moderating effect on the relationship. More specifically, the downward RC–supply-side resilience relationship flips into an upward curvilinear relationship when boundary spanning individuals develop stronger ties with supplier personnel. Research limitations/implications A deeper insight into the RC–supply-side resilience relationship is provided. Findings are based on Chinese manufacturing firms and cross-sectional data meaning further research is needed to determine their generalisability. Practical implications In evaluating how to enhance supply-side resilience, buying firms must decide whether the associated collaborative benefits of developing RC outweigh the potential costs. Managers also need to be concerned with the impact of developing RC between organisations and enhancing the tie strength of individuals simultaneously. Originality/value The paper goes beyond the linear relationship between RC and supply-side resilience. Incorporating the moderating role of boundary spanners identifies a novel phenomenon whereby the RC–resilience relationship flips from an inverted to a U-shaped curve.

scholarly journals Is having an educationally diverse social network good for health?

2020 ◽  
Vol 8 (3) ◽  
pp. 418-444
Author(s):  
Mark C. Pachucki ◽  
Diego F. Leal
Keyword(s):  
Body Mass Index ◽  
Educational Attainment ◽  
Body Mass ◽  
Well Being ◽  
Tie Strength ◽  
Multilevel Analyses ◽  
Network Diversity ◽  
Higher Educational Attainment ◽  
Network Good ◽  
The Relationship

AbstractWhile network research often focuses on social integration as a predictor of health, a less-explored idea is that connections to dissimilar others may benefit well-being. As such, this study investigates whether network diversity is associated with changes in four health outcomes over a 3-year period of time in the U.S.A. Specifically, we focus on how an underexplored measure of network diversity—educational attainment assortativity—is associated with common self-reported outcomes: propensity to exercise, body-mass index, mental health, and physical health. We extend prior research by conducting multilevel analyses using this measure of diversity while adjusting for a range of socio-demographic and network confounders. Data are drawn from a longitudinal probability sample of U.S. adults (n=10.679) in which respondents reported information about themselves and eight possible alters during three yearly surveys (2013–2015). We find, first, that higher educational attainment is associated with more educationally insular networks, while less-educated adults have more educationally diverse networks. Results further suggest that having educationally similar networks is associated with higher body-mass index among the less educated. Further exploration of the relationship between ego network diversity, tie strength, and health is warranted.

scholarly journals Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty

2017 ◽  
Vol 12 (10) ◽  
pp. 24
Author(s):  
Mauro Sciarelli ◽  
Abdelhakim A. Nagm ◽  
Mona I. Dakrory ◽  
Mario Tani ◽  
Mohamed A. Khashan
Keyword(s):  
Customer Loyalty ◽  
Service Providers ◽  
Service Failure ◽  
Service Recovery ◽  
Internet Service ◽  
Mediating Role ◽  
Recovery Strategies ◽  
Recovery Satisfaction ◽  
Customer's Loyalty ◽  
The Relationship

This current study purposes to identify the relationships between service recovery strategies, service recovery satisfaction, and both dimensions of customer loyalty in regard to Internet providers using the partial least squares (PLS-SEM) approach on a sample of 430 internet customers in Egypt.This study contributes insights into how seven service recovery strategies affected customer loyalty with its both attitudinal and behavioral dimensions directly and indirectly via service recovery satisfaction. These insights are helpful for service managers faced with service failure and academicians interested in how service providers respond to service failures and customer dissatisfaction in the B2C context.The results of this study show that some SR strategies positively influence both service recovery satisfaction and customer loyalty toward internet providers. Furthermore, service recovery satisfaction positively influencing the customer loyalty. In addition, SRS plays a mediating role in the relationship between SR strategies and customer loyalty. The results highlight that internet service providers should implement SR strategies quickly and with an empathetic manner to satisfy customers and to encourage customer's loyalty. Finally, some implications and further research directions were presented.

The strength of no-tie relationships: Political leaders’ Instagram posts and their followers’ actions and views

First Monday ◽  
2020 ◽  
Author(s):  
John Parmelee ◽  
Nataliya Roman
Keyword(s):  
Social Media ◽  
Word Of Mouth ◽  
Opinion Leadership ◽  
Tie Strength ◽  
Electronic Word Of Mouth ◽  
Political Leaders ◽  
Political Views ◽  
Word Of Mouth Communication ◽  
The Relationship

Drawing on research into electronic word-of-mouth communication, tie strength, and homophily, this study examines the actions of those who follow political leaders on Instagram as well as followers’ perceptions of the influence leaders’ posts have on their political views. The influence of leaders’ posts, as measured by a survey of followers, was also compared with strong-tie sources of opinion leadership, such as friends and family, and weak-tie sources, including co-workers and acquaintances. Findings indicate that posts from leaders whom followers usually agree with are seen as influencing followers’ views more than any other source, which is noteworthy given the nonexistent nature of the relationship. Implications for the study of tie strength on social media are also discussed.

scholarly journals Discussion of Consumers’ Body Satisfaction: Focused on Purchasing Decision and Service Satisfaction

2019 ◽  
pp. 127-133
Author(s):  
Jessie Coronel ◽  
Hao Weng ◽  
Min Chung Han
Keyword(s):  
Body Satisfaction ◽  
Direct Relationship ◽  
Service Failure ◽  
Self Esteem ◽  
Service Satisfaction ◽  
Purchasing Decisions ◽  
Purchasing Intention ◽  
The Relationship ◽  
Clothing Choices ◽  
Shed Light

Clothing choice has been a way for consumers to express their individuality and the possibility to boost their self-esteem. Despite the amount of prior research conducted regarding body satisfaction and individuals clothing choices, little is known about consumers’ body satisfaction and its impact on their clothing purchasing decisions. Thus, this study tries to shed light on the relationship between consumers’ body satisfaction and its impact on their purchasing intentions. The objective of this study is to identify whether consumers’ body satisfaction would influence their service satisfaction at retail stores when service failure of wrong size clothing recommendations has occurred. Additionally, in this study, gender differences in body satisfaction and purchasing intention is tested. The research identifies that body satisfaction to service satisfaction and service satisfaction to purchasing intention have a direct relationship with each other. Body satisfaction and purchasing intention do not have a direct relationship with each other. Notably, this study also finds that body satisfaction is higher in males but presented no gender difference in purchasing intention after the service failure.

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