The Influence of UGC on Consumers’ Information Process on Service Failure

2012 ◽  
Vol 4 (4) ◽  
pp. 32-47
Author(s):  
Te-Lin Chung
Keyword(s):  
Experimental Study ◽  
Current Literature ◽  
Service Failure ◽  
Counterfactual Thinking ◽  
User Generated Content ◽  
Information Process ◽  
Negative Experiences ◽  
Fairness Theory ◽  
Post Purchase

This study explores the influence of user-generated content (UGC) on consumers’ post-purchase information process when a service failure occurs. Fairness theory, which regards counterfactual thinking (CFT) and judgments of blame as two key constructs in processing negative experiences, is applied in this study. In a scenario-based experimental study, the presence of UGC (positive, negative, or not presented), and the transaction medium (online or offline) were manipulated. This study contributes to current literature on UGC with the aspect of service failure that is rarely discussed. It also adds to the literature on fairness theory, which has primarily focused on the offline contexts. Results are further explored in the article.

The effects of user generated content and traditional reference groups on purchase intentions of young consumers: A comparative study on electronic products

2021 ◽  
Vol 5 (4) ◽  
pp. 691-702
Author(s):  
Hala O. Al-Rawabdeh ◽  
Hamad Ghadir ◽  
Ghaith Al-Abdallah
Keyword(s):  
Purchase Intentions ◽  
User Generated Content ◽  
Future Research ◽  
Strong Impact ◽  
Reference Groups ◽  
Electronic Products ◽  
Young Consumers ◽  
Survey Strategy ◽  
Post Purchase ◽  
The Impact

This paper investigates the impact of post-purchase user generated content (UGC) and traditional reference groups on the purchase intentions for electronic products (e-products) among young consumers in Jordan. To achieve this, a descriptive methodology was adapted, with a quantitative approach and survey strategy utilizing a five-point Likert scale questionnaire distributed to 450 university and college students in Jordan. 400 filtered and screened copies underwent statistical analyses. SPSS version 21 was utilized to describe and analyze the data. The results revealed a strong impact of post-purchase UGC on purchase intentions of e-products among young consumers. The results also revealed that traditional reference groups have a lower significant impact on the purchase intentions of young consumers, indicating that young consumers rely on online communities more than they rely on family, friends, colleagues, and other social organizations. The findings are discussed with a view to their implications, with recommendations for future research.

scholarly journals Supporting awareness of content-related controversies in a wiki-based learning environment

2017 ◽  
Author(s):  
Sven Heimbuch ◽  
Daniel Bodemer
Keyword(s):  
Experimental Study ◽  
Learning Environment ◽  
Knowledge Construction ◽  
Learning Processes ◽  
User Generated Content ◽  
External Representations ◽  
Study Results ◽  
Discussion Threads ◽  
Contradictory Evidence ◽  
Awareness Support

User generated content in wikis is mainly distributed on the article view and its corresponding talk page. Potentials of analyzing and supporting discussants' knowledge construction processes on the level of talk pages have still been rarely researched. The presented experimental study addresses this issue by providing external representations of content-related controversies which were led by contradictory evidence between discussants to foster awareness on socio-cognitive conflicts which can be beneficial for learning. Its aim is to investigate how increased salience of controversies can guide participants' (N = 81) navigation and learning processes. Three conditions differing in their degree of awareness support were implemented in this study. Results indicate that the implementation of awareness representations helped students to focus on meaningful discussion threads. Findings suggest that wiki talk page users can benefit from additional structuring aids.

Complaint behaviour in multichannel retailing: a cross-stage approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Marta Frasquet ◽  
Marco Ieva ◽  
Cristina Ziliani
Keyword(s):  
Online Survey ◽  
Latent Class ◽  
Service Failure ◽  
Service Recovery ◽  
Content Type ◽  
Multichannel Retailing ◽  
Synergy Effects ◽  
Lock In Effect ◽  
Lock In ◽  
Post Purchase

PurposeThis paper analyses how the purchase channel and customer complaint goals affect the sequential choice of post–purchase complaint channels when customers experience a service failure followed by a service recovery failure (double deviation).Design/methodology/approachAn online survey involving a scenario manipulation was conducted with 577 apparel shoppers. The study employs multi-group latent class analysis to estimate latent customer segments within both online and offline groups of shoppers and compare latent classes between the two groups.FindingsThe results show that the purchase channel has a lock-in effect on the complaint channel, which is stronger for offline buyers. Moreover, there is evidence of channel synergy effects in the case of having to complain twice: shoppers who complain in store in the first attempt turn to online channels in the second complaint attempt, and vice versa. Complaint goals shape the choice of complaint channels and define different shopper segments.Originality/valueThe present study is the first to adopt a cross-stage approach that analyses the dependencies between the purchase channel and the complaint channel used on two subsequent occasions: the first complaint after a service failure and the second following a service recovery failure.

Information Process and Value Creation: an Experimental Study

2015 ◽  
Vol 7 (1) ◽  
pp. 276-291 ◽  
Author(s):  
Corinne Janicot ◽  
Sophie Mignon ◽  
Elisabeth Walliser
Keyword(s):  
Experimental Study ◽  
Value Creation ◽  
Information Process

scholarly journals Exactly, what do you mean?

Daímon ◽  
2021 ◽  
Author(s):  
Manuel Almagro Holgado ◽  
Neftalí Villanueva
Keyword(s):  
Experimental Study ◽  
Current Literature ◽  
Contextual Information ◽  
The Relationship ◽  
Offensive Speech

El propósito de este trabajo es explorar los límites de un subconjunto de los usos evalua-tivos del lenguaje: el discurso ofensivo. Nuestro objetivo es doble. Primero, introducimos la rela-ción que hay entre el contexto y las proferencias evaluativas, tal y como puede rastrearse en la literatura reciente acerca de la cuestión. Segundo, nos centramos en el estudio experimental de una interacción particular entre la información contextual y nuestras afirmaciones evaluativas: cuándo el contexto es capaz de convertir una pro-ferencia aparentemente descriptiva en una evalua-tiva. Para este segundo propósito, argumentamos, ciertas propuestas positivas recientes, a pesar de su mérito, son insuficientes. The purpose of this paper is to explore the limits of a subset of the evaluative uses of language: offensive speech. More in particular, our goal is twofold. Firstly, we want to chart the relationship between context and evaluative utterances, as it stands in the current literature. Secondly, we focus on the experimental study of a particular interaction between contextual information and our evaluative claims –when the context is able to turn a seemingly descriptive utterance into an evaluative one. For this second purpose, we argue, certain recent positive proposals, in spite of their merit, come a bit short.

Recovering co-created service failures: the missing link of perceived justice and ethicalness

2019 ◽  
Vol 33 (7) ◽  
pp. 921-935 ◽  
Author(s):  
Shuqin Wei ◽  
Tyson Ang ◽  
Nwamaka A. Anaza
Keyword(s):  
Service Failure ◽  
Service Recovery ◽  
Recovery Process ◽  
Ethical Perceptions ◽  
Content Type ◽  
Perceived Justice ◽  
Service Failures ◽  
Fairness Theory ◽  
The Usa ◽  
Secondary Study

Purpose Drawing on the fairness theory, this paper aims to propose a conceptual framework that investigates how co-creation in the failed service delivery (coproduction intensity) and co-creation in the service recovery affect customers’ evaluation of the firm’s competence, justice and ethicalness, and ultimately their willingness to co-create in the future. Design/methodology/approach Tax services were chosen as the research context. A consumer panel consisting of individuals who live in the USA and have used tax preparation services within the past year was recruited. The first study explores what happens to customers’ ethical perceptions during a failed co-created service encounter. A secondary study investigates what happens to customers’ ethical perceptions in the event that the failed co-created service is recovered. Findings The findings show that customers’ perceptions of the firm’s abilities and ethics are impeded by coproduction intensity but favorably influenced by co-creation of recovery. Practical implications A sense of ethicalness and fairness is violated when co-created service failure occurs, but fortunately, practitioners can count on engaging customers in the service recovery process as co-creators of the solution to positively alter perceived ethicalness and fairness. Originality/value Failed co-created services represent an under-researched area in the marketing literature. Current investigations of co-created service failures have largely approached the notion of fairness from a perceived justice perspective without referencing ethical judgments. However, fairness is grounded in basic ethical assumptions of normative treatment. This research is among the first to highlight the importance of perceived ethicalness in the context of co-created service failure and recovery.

scholarly journals Counterfactual thinking in moral judgment: an experimental study

2014 ◽  
Vol 5 ◽  
Author(s):  
Simone Migliore ◽  
Giuseppe Curcio ◽  
Francesco Mancini ◽  
Stefano F. Cappa
Keyword(s):  
Experimental Study ◽  
Moral Judgment ◽  
Counterfactual Thinking
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