Seasonality of consumers' third-party online complaining behavior

2018 ◽  
Vol 46 (3) ◽  
pp. 459-470 ◽  
Author(s):  
Seungsin Lee ◽  
Jungkun Park ◽  
Hyowon Hyun ◽  
Seungyup Back ◽  
Sukhyung Bryan Lee ◽  
...  
Keyword(s):  
Content Analysis ◽  
Empirical Research ◽  
Critical Incident ◽  
Critical Incident Technique ◽  
Third Party ◽  
Seasonal Differences ◽  
Complaining Behavior ◽  
Online Complaining ◽  
Consumer Complaining Behavior

We examined consumer complaining behavior on a third-party website at different times during a 1-year period, with a focus on seasonal differences in complaints made during the year. We collected 1,799 complaints as data from the website and applied both content analysis and critical incident technique to identify whether or not there were seasonal differences in reasons for reporting complaints and the frequency of complaints. Results showed that there were differences in frequency and type of complaint between the nonholiday shopping season and the holiday shopping season from Thanksgiving to Christmas. Our findings contribute to a topic on which there is a paucity of empirical research.

scholarly journals Family support in the control of hypertension

2008 ◽  
Vol 16 (5) ◽  
pp. 871-876 ◽  
Author(s):  
Rosana dos Santos Costa ◽  
Lidya Tolstenko Nogueira
Keyword(s):  
Content Analysis ◽  
Cardiovascular Diseases ◽  
Family Support ◽  
Family Relationships ◽  
Critical Incident ◽  
Critical Incident Technique ◽  
Financial Health ◽  
Individual Interviews ◽  
The Family ◽  
Emotional Aspects

Hypertension is related to the incidence of cardiovascular diseases. Family support is essential for the patient to control the disease. This study aimed to analyze whether the family positively contributes to the patient's control of the disease. The research was carried out in 2005 in Teresina, PI, Brazil and involved people who were enrolled in the Hypertension Program of an Integrated Health Center. Data were collected through individual interviews, using the Critical Incident Technique. After the content analysis, the element Consequence was identified in 146 references, 58 positive and 88 negative, composing four categories: Family, Financial, Health and Emotional Aspects. Difficulties in family relationships, patients' concern with their descendants, and the families' little involvement in the patients' care were identified through the reports.

Exploring jaycustomer behavior and handling approach in casinos

2017 ◽  
Vol 29 (5) ◽  
pp. 1403-1425 ◽  
Author(s):  
Lawrence Hoc Nang Fong ◽  
Amy Siu Ian So ◽  
Rob Law
Keyword(s):  
Content Analysis ◽  
Critical Incident ◽  
Design Methodology ◽  
Critical Incidents ◽  
Critical Incident Technique ◽  
Content Type ◽  
Casino Industry ◽  
Casino Employees ◽  
First Time ◽  
Practical Implications

Purpose This paper aims to uncover various types of jaycustomer behaviors, causes of the behaviors and employees’ handling approaches in casinos, which is an underresearched sector in the literature. Design/methodology/approach Using critical incident technique (CIT), the researchers prompted 52 casino employees in Macao to recall critical incidents about jaycustomer behavior that they had encountered. The informants, then, described the circumstances that led up to the situation, the responses of customers and how they and their colleagues handled the situation. Content analysis was used to develop the categories. Findings The findings of this study report 9 categories of jaycustomer behaviors, 9 causes of the behaviors and 12 handling approaches. Different from previous findings, breaking a promise and instigation are identified for the first time. Such causes as a losing experience and superstition are specific to the casino industry. Strict handling approaches are rarely adopted to handle jaycustomers, especially the premium customers. Practical implications Casino operators are recommended to ensure that employees are well-trained and provide clear guidelines on handling jaycustomers. Conniving approaches should be re-evaluated. Seeking support from other personnel has to be tactical. Moreover, customers should be educated to reduce their misunderstanding of gaming and transaction procedures. Originality/value There has been increasing scholarly focus on jaycustomer behaviors. However, very less is known regarding such behaviors, their causes and employees’ handling approaches in casino, a sector which is different from other hospitality sectors. The current study unveiled jaycustomer behaviors which have not been found in previous studies and causes which are specific to the casino sector.

scholarly journals Does Culture of Origin Have an Impact on Online Complaining Behaviors? The Perceptions of Asians and Non-Asians

2020 ◽  
Vol 12 (5) ◽  
pp. 1838 ◽  
Author(s):  
Raksmey Sann ◽  
Pei-Chun Lai ◽  
Hui-Chen Chang
Keyword(s):  
Content Analysis ◽  
Word Frequency ◽  
Frequency Analysis ◽  
Qualitative Content Analysis ◽  
Future Studies ◽  
Complaining Behavior ◽  
Hotel Service ◽  
Managerial Implications ◽  
Online Complaining ◽  
Culture Of Origin

The main purpose of this study was to analyze and compare the online complaining behavior of Asian and non-Asian hotels guests who have posted negative hotel reviews on TripAdvisor to voice their dissatisfaction towards a select set of hotel service attributes. A qualitative content analysis of texts which relied on manual coding was used while examining 2020 online complaining reviews directed at 353 UK hotels and posted by visitors originating from 63 countries. The results from the word frequency analysis reveal that both Asian and non-Asian travelers tend to put more emphasis on Booking and Reviews when posting complaints online. Based on a manual qualitative content analysis, 11 different major online complaint categories and 65 sub-categories were identified. Among its important findings, results of this study show that non-Asian guests frequently make complaints which are longer and more detailed than Asian customers. Managerial implications and opportunities for future studies are also discussed.

The Critical Incident Technique: Method or Methodology?

2019 ◽  
Vol 29 (7) ◽  
pp. 1065-1079 ◽  
Author(s):  
Roderik F. Viergever
Keyword(s):  
Data Collection ◽  
Critical Incident ◽  
Quality Care ◽  
Critical Incident Technique ◽  
Satisfaction With Care ◽  
Care Provision ◽  
Services Research ◽  
Data Collection And Analysis ◽  
Or Methodology ◽  
Good Quality Care

The critical incident technique (CIT) is a qualitative research tool that is frequently used in health services research to explore what helps or hinders in providing good quality care or achieving satisfaction with care provision. However, confusion currently exists on the nature of the CIT: Is it a method for data collection and analysis or a methodology? In this article, I explain why this distinction is important and I argue that the CIT is a methodology (and not a method) for the following reasons: Key methodological dimensions are described for the CIT; it has a clear focus; studies that apply this technique make use of various methods for data collection and analysis; it describes, explains, evaluates, and justifies the use of a specific format for those methods; it implies philosophical and practical assumptions; and studies that use the CIT cannot easily make use of additional methodologies simultaneously.

An Introduction to Project End Theory in Project Management

2017 ◽  
Vol 8 (3) ◽  
pp. 69-81 ◽  
Author(s):  
Umar A. Altahtooh ◽  
Margaret W. Emsley
Keyword(s):  
Project Management ◽  
Mixed Method ◽  
Critical Incident ◽  
Critical Incident Technique ◽  
Time Error ◽  
Management Software ◽  
Project Duration ◽  
Project Outcomes ◽  
Execution Phase ◽  
Almost All

Almost all project management software has lack of displaying the outcomes of projects as a feature. This is because there is no recognized way of calculating the actual project duration compared to the authorized project duration. Data were collected through a mixed method using a Critical Incident Technique (CIT) and a survey. The study finds that time error can occur throughout the project execution phase. Findings suggest that challenged projects could be successful or failed projects using a model of IT Project Outcomes Testing (MITPOT). Thus, this model establishes a foundation of Project End Theory (PET).

Helping Thy Neighbor? Prosocial Reactions to Observed Abusive Supervision in the Workplace

2017 ◽  
Vol 45 (3) ◽  
pp. 1225-1251 ◽  
Author(s):  
Manuela Priesemuth ◽  
Marshall Schminke
Keyword(s):  
Prosocial Behavior ◽  
Critical Incident ◽  
Cognitive Theory ◽  
Abusive Supervision ◽  
Third Party ◽  
Protective Behavior ◽  
Moderated Mediation Model ◽  
Overall Justice ◽  
Fairness Theory ◽  
Ethical Efficacy

This article examines employee reactions to observing abusive supervision at work. Specifically, we integrate deonance theory with fairness theory and social cognitive theory to explore when and why employees who witness abuse toward a coworker engage in prosocial behavior intended to protect the victim. We first develop a moderated mediation model of prosocial responses to abuse, which identifies overall fairness as a first- and second-stage moderator, influencing the relationships between observed abusive supervision and observer deontic reactions and between deontic reactions and coworker protective behavior. Results from Study 1 support a model in which overall justice moderates the second link, indicating that fair norms and principles might prompt observers of abuse to direct their deontic anger toward coworker protective responses. Study 2 extends this work by further exploring the mediating mechanism by which overall fairness moderates the relationship between deontic anger and prosocial behavior for the coworker. Utilizing a critical incident technique, Study 2 reveals support for a mediated moderation model, indicating that the moderating effect of overall fairness occurs through its impact on ethical efficacy. These findings contribute to work on abusive supervision, third-party responses to injustice, and overall fairness by helping to better understand observer prosocial reactions to abusive supervision.

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