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.

The Influence of Childhood Engagement in the Context of Hospitality Service Failure Evaluation

2020 ◽  
Vol 44 (2) ◽  
pp. 403-425 ◽  
Author(s):  
Marie-Christin Papen ◽  
Florian U. Siems ◽  
Werner H. Kunz
Keyword(s):  
Critical Incident ◽  
Service Failure ◽  
Marketing Research ◽  
Customer Relationship ◽  
Customer Engagement ◽  
Childhood Experiences ◽  
Service Failures ◽  
The Relationship ◽  
A Company ◽  
Failure Evaluation

Marketing research shows that customer relationship management can reduce consequences of service failures. The question is how long a former customer engagement can still have an effect on a current critical incident. In extreme cases, this means whether and how interactions between company and customer during childhood can still influence the effects of a service failure. This article proposes that engagement with a company during childhood (childhood engagement) can affect later perceptions of the relationship. An experiment with 152 participants showed that perceived controllability and childhood engagement moderated the effect of disappointment on repurchase intention. Customers with childhood engagement evaluate a service failure more favorably than customers without childhood experiences. Furthermore, customers are likely to react negatively if the responsibility for the failure is attributed to the company. Accordingly, from a managerial perspective, childhood engagement and credible communication can prevent the ending of a customer relationship after a failure.

scholarly journals Passive leadership and deviant behaviors: the moderating effect of power distance and collectivism

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Fenika Wulani ◽  
Marliana Junaedi
Keyword(s):  
Cultural Values ◽  
Structural Equation ◽  
Power Distance ◽  
Moderating Effect ◽  
Equation Modeling ◽  
Content Type ◽  
Deviant Behaviors ◽  
Interpersonal Deviance ◽  
Managerial Employees ◽  
The Relationship

PurposeThis study investigates the relationship between passive leadership and deviant behaviors targeted to supervisors (supervisor-directed deviance) and coworkers (interpersonal deviance), and the moderating effect power distance and collectivism have on these relationships.Design/methodology/approachThis study uses a survey questionnaire. Respondents were 310 non-managerial employees working in various industries in Surabaya, Indonesia. This study uses partial least squares structural equation modeling (PLS-SEM) to examine hypotheses.FindingsThis study indicates that passive leadership has a positive relationship with supervisor-directed deviance, but not with interpersonal deviance. Moreover, power distance moderates these relationships. Additionally, the findings show that collectivism moderates the relationship between passive leadership and interpersonal deviance, but not with supervisor-directed deviance.Practical implicationsManagers need to be aware of the roles and responsibilities of their positions and understand their subordinates' expectations, specifically related to their cultural values.Originality/valueFew studies have investigated the relationship between passive leadership and deviant behaviors, especially those directed at supervisors and coworkers. Also, there is little study that explored the role of cultural values in these relationships. The present study provides new insight regarding the moderating role power distance and collectivism have in the relationship between passive leadership and deviant behaviors.

scholarly journals THE INFLUENCE OF BRAND ATTITUDE ON BEHAVIORAL INTENTION IN THE CONTEXT OF NATIONAL CARRIER’S SERVICE FAILURE

2021 ◽  
Vol 34 (1) ◽  
pp. 193-196
Author(s):  
Owais B. AL-GHARAIBEH ◽  
◽  
Ahmad Azmi M. ARIFFIN ◽  
Keyword(s):  
Behavioral Intention ◽  
Service Failure ◽  
Causal Attribution ◽  
Sampling Technique ◽  
Two Dimensions ◽  
Brand Attitude ◽  
Brand Attitudes ◽  
Service Failures ◽  
Airline Passengers ◽  
The Relationship

Studies on the service failures involving a national carrier are still very limited. This present study strives to investigate the relationship between brand attitudes and behavioral intentions in the context of national carrier’s service failures as well as the moderating effect of causal attribution on the above main relationship. Data were collected from 419 airline passengers using the purposive sampling technique. Path analysis was used to analyze the data. The effect of brand attitude on behavioral intention is found to be positive significantly. The results also showed that out of the two dimensions of causal attribution, only stability moderates the relationship between brand attitudes on behavioral intention.

Negative emotions in Mexican, Puerto Rican and Spanish hospitals

2016 ◽  
Vol 8 (1) ◽  
pp. 17-37
Author(s):  
Carmen Otero-Neira ◽  
Carmen Padin ◽  
Juan Carlos Sosa Varela ◽  
Maria Santos Corrada ◽  
Irma Magana ◽  
...  
Keyword(s):  
Puerto Rican ◽  
Critical Incident ◽  
Critical Incidents ◽  
Service Providers ◽  
Service Failure ◽  
Negative Emotions ◽  
Three Dimensional ◽  
Negative Consequences ◽  
Content Type ◽  
Service Failures

Purpose – This paper aims to assess negative emotions in Mexican, Puerto Rican and Spanish service settings in the hospital industry. The paper also attempts to validate previous findings in existing theory and previous studies across three national samples and describes the similarities and differences in negative emotions between Mexican, Puerto Rican and Spanish service settings. Design/methodology/approach – The current study comprised Mexicans, Puerto Ricans and Spaniards who experienced a service failure (i.e. critical incident) in hospital settings within the past year. A descriptive research design was followed, and a self-administered questionnaire was applied to gather the data from respondents. Findings – The three-dimensional construct of negative emotions commonly identified in existing theory and previous studies of negative emotions turned out to be four in the current multinational study. Research limitations/implications – The four-dimensional construct of negative emotions thus revealed is relevant and valuable to research. A number of research limitations are provided, all of which provide opportunities for further research in assessing negative emotions in service settings. Practical implications – Service providers need to manage and deal with the negative emotions in service failures in an appropriate manner. It is necessary that the front-line staff identify and understand the reasons behind service receiver’s negative emotions in service failures, and that they act accordingly to reduce the intensity of critical incidents and the overall negative consequences. Originality/value – The negative emotions assessed provide a fruitful contribution and do not only complement additional facets to existing theory and previous studies of negative emotions in service settings but also fortify the notion that further research is required to gain an enhanced understanding and additional insights into them across countries and cultures, just as it is crucial to manage the occurrence of negative emotions in critical incidents accurately.

How does power distance belief influence consumers’ new product acceptance? Life satisfaction and social demonstrance as moderators

2021 ◽  
Author(s):  
Qing Li ◽  
Siyun Chen
Keyword(s):  
Life Satisfaction ◽  
Power Distance ◽  
New Products ◽  
New Product ◽  
Need To Belong ◽  
Principal Mechanism ◽  
Mediating Role ◽  
The Relationship ◽  
Power Distance Belief

Scholars have not yet established how power distance belief (PDB) influences consumers’ new product acceptance. We examined the relationship between PDB and new product acceptance (i.e., consumers’ preference and attitude), along with the moderating roles of life satisfaction and social demonstrance, and the mediating role of need to belong. Through three studies, our findings show that when life satisfaction was low, consumers with low (vs. high) PDB had a more favorable attitude toward the new products and showed a stronger preference for them. Further, need to belong was a principal mechanism inducing the influence of PDB and life satisfaction on new product acceptance, with the interaction effect being stronger among consumers with high (vs. low) social demonstrance. Our investigation makes important theoretical contributions by expanding the PDB literature, and also has practical implications for marketers in their promotion of new product acceptance. For example, marketers could sell new products in cultures with low PDB or use advertisements to remind consumers of the importance of equality. This will help to prime consumers with low PDB when their life satisfaction is low, thereby enhancing their attitude toward new products

The purpose of this study was to investigate the relationship between the power distance beliefs of university Taekwondo players, the ability to perform games, and the willingness to participate. To this end, the researchers randomly selected 15 teams from Taekwondo majors in universities located in Seoul, Incheon, Gyeonggi, and Jeonbuk, and extracted samples from a total of 384 people. Of these, a total of 368 data were used for analysis, except for 16 copies, which were judged to lack consistency in response. The survey tool was used by revising and supplementing the structured questionnaire used in the previous research, and the researcher and research assistant were placed in each university campus or conducted through the Google questionnaire. To verify the hypothesis of this study, frequency analysis, exploratory factor analysis, reliability analysis, correlation analysis, multiple regression analysis, and median multiple regression analysis were performed used the Window SPSS 22.0 program. The results of the analysis were as follows. First, the power distance belief had a partial negative effect on the performance ability (performance success, psychological maturity). Second, the power street belief had a negative effect on the intention to continue participation. Third, the performance performance (performance success, psychological maturity, performance maturity) had a positive (+) effect on the participation intention. Fourth, the mediating effect of performance success and psychological maturity was verified in the relationship between power distance belief and participation intention. It is expected that this study will contribute to the basic data for understanding and rethinking the power distance beliefs of Taekwondo players in the future.

2020 ◽  
Vol 59 (5) ◽  
pp. 31-44
Author(s):  
Seong Jin Shin
Keyword(s):  
Regression Analysis ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Power Distance ◽  
Mediating Effect ◽  
Negative Effect ◽  
Psychological Maturity ◽  
The Relationship ◽  
Power Distance Belief ◽  
Performance Success

Open kitchen vs closed kitchen

2018 ◽  
Vol 30 (5) ◽  
pp. 2214-2229 ◽  
Author(s):  
Jaemun Byun ◽  
SooCheong (Shawn) Jang
Keyword(s):  
Design Methodology ◽  
Service Failure ◽  
Causal Attribution ◽  
Content Type ◽  
Mediating Role ◽  
Service Failures ◽  
Subject Experiment ◽  
The Relationship ◽  
Practical Implications

Purpose This study aims to investigate, when a service failure occurs, whether circumstantial cues could be used to encourage more positive responses by customers toward restaurants through the mediation of causal attribution. Design/methodology/approach A 2 (cause of service failure: easily observable vs difficult-to-observe) × 2 (kitchen design: open vs closed) between-subject experiment is used to analyze customers’ causal attributions of service failures and resultant responses. Findings When a service failure whose cause is easy to identify occurs, customers at open-kitchen restaurants show more negative responses than those at closed-kitchen restaurants because they are likely to attribute the responsibility to the restaurant. Attribution is confirmed to mediate the relationship between the interaction of service failure by kitchen design and customers’ responses. Practical implications Diverse circumstantial cues should be actively used to encourage more positive responses by customers. The mediating role of causal attribution should be considered in managing customers’ responses toward service failures. Originality/value This study finds that circumstantial cues could be useful in dealing with service failures in restaurants by confirming the mediating role of causal attribution.

Consumers’ Preference for User-Designed Versus Designer-Designed Products: The Moderating Role of Power Distance Belief

2020 ◽  
pp. 002224372097270
Author(s):  
Xiaobing Song ◽  
Jihye Jung ◽  
Yinlong Zhang
Keyword(s):  
Power Distance ◽  
Low Complexity ◽  
Moderating Effect ◽  
Anecdotal Evidence ◽  
High Complexity ◽  
Underlying Mechanisms ◽  
Power Distance Belief ◽  
Moderating Role ◽  
Research Show

Anecdotal evidence and extant research show that consumers can prefer both user-designed and designer-designed products. However, the factors that moderate such preferences are not well understood. The authors posit power distance belief (PDB) as a moderator such that low-PDB consumers prefer user-designed to designer-designed products because they identify more with user-driven companies. In contrast, high-PDB consumers prefer designer-designed to user-designed products due to their stronger trust in designer-driven companies. Six studies examining power distance belief at both the country and individual levels provide convergent support for the proposed moderating effect of PDB and underlying mechanisms. Furthermore, the authors demonstrate that the interaction between design philosophy and PDB is more likely for low-complexity than high-complexity products.

scholarly journals The effect of authentic leadership on job engagement

2017 ◽  
Vol 30 (1) ◽  
pp. 25-47
Author(s):  
YoungJu Choi ◽  
Jinkook Tak
Keyword(s):  
Procedural Justice ◽  
Authentic Leadership ◽  
Psychological Capital ◽  
Power Distance ◽  
Strong Support ◽  
Moderating Effect ◽  
Future Research ◽  
Job Engagement ◽  
Positive Psychological Capital ◽  
The Relationship

The purpose of this study was to examine the relationships among authentic leadership, job engagement, and procedural justice. Specifically, this study investigated the influence of authentic leadership on procedural justice and job engagement that was partially mediated by procedural justice. In addition, this study examined moderating effect of positive psychological capital on the relationship between authentic leadership and procedural justice and the effect of power distance on the relationship between procedural justice and job engagement. Data were collected from 300 Korean employees who were working in various organization via online survey, and 286 data were used for analysis, eliminating unreliable responses. The findings are as follows: First, there were positive relationships among authentic leadership, job engagement, and procedural justice. Second, the results of structural equaition analysis showed strong support for the proposed model, and the result of bootstrapping analysis supported that the effect of authentic leadership on job engagement is partially mediated by the procedural justice. Third, the results of hierarchial analysis showed that positive psychological capital moderated the relationship between authentic leadership and procedural justice, but there was no moderating effect of power distance on the relationship between procedural justice and job engagement. Finally, implications and limitations of this study with the direction for future research were discussed on the basis of the results.

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