scholarly journals How Does Culture Impact Customer Evaluation in Online Complaining?

2020 ◽  
Vol 28 (2) ◽  
pp. 131-159 ◽  
Author(s):  
Sanchayan Sengupta
Keyword(s):  
Social Media ◽  
Service Failure ◽  
Management Strategies ◽  
Experimental Studies ◽  
Service Organizations ◽  
Causal Explanations ◽  
Informational Justice ◽  
Perceived Justice ◽  
Customer Evaluation ◽  
Online Complaining

This article investigates how customers' cultural orientation impacts their service evaluations when complaining online on social media. Two separate scenario-based experimental studies were conducted using non-student samples from two culturally diverse countries (Germany and India). Study 1 using 83 participants from Germany and 83 from India shows that when causal explanations for service failure are given, individualists have higher perceived justice. Study 2 with 81 participants from Germany and 82 from India shows that when cognitive control is given through regular updates during service recovery to high uncertainty avoidance seekers, they show higher perceived justice. The three independent justice dimensions positively influence recovery satisfaction, with informational justice showing the strongest impact, followed by procedural and distributive justice. This research thus contributes to the nascent literature in social media complaining. Managers of online service organizations can benefit from these findings when developing their complaint management strategies.

Social Media Use in College-age Youth: A Comprehensive Review and a Call to Action

2020 ◽  
Vol 9 (2) ◽  
pp. 128-143
Author(s):  
Hilary Holmes ◽  
Alba E. Lara ◽  
Gregory S. Brown
Keyword(s):  
Mental Health ◽  
Social Media ◽  
Media Use ◽  
Experimental Studies ◽  
Health Awareness ◽  
Social Media Use ◽  
Call To Action ◽  
College Age ◽  
Mental Health Awareness ◽  
Privacy Breaches

Background: Social media is a relatively new and impactful way to connect millions of people around the world. The intersection of mental health and social media is a poorly studied, yet important area of research. Specifically, with regard to college-aged youth, social media can potentially offer an educational tool to enhance mental health awareness or augment treatment when it is used for professional purposes by mental health advocates or healthcare professionals. There is also the added risk of disinformation, cyberbullying, and privacy breaches. Objective: This review aims to assess the current state of social media use and its influence on mental health, especially in college-age youth. Methods: The authors of this paper utilized PubMed and Medline databases to review the most recent experimental studies and literature reviews available on the topic of mental health and social media. Results: Abstracts and relevant papers were read in full, and information from these studies was cited accordingly. Conclusion: The authors conclude that although more research needs to be conducted, social media may offer benefits for mental health awareness, education, and treatment, specifically in populations such as college-age youth.

Effect of persuasion via social media on attitude toward elite sport policies

2020 ◽  
Vol 48 (3) ◽  
pp. 1-9
Author(s):  
Yi-Hsiu Lin ◽  
Chen-Yueh Chen
Keyword(s):  
College Students ◽  
Social Media ◽  
College Student ◽  
Positive Attitude ◽  
Experimental Studies ◽  
Elite Sport ◽  
Student Sample ◽  
College Student Sample ◽  
Central Route ◽  
Group Involvement

We examined the effect of different persuasion interventions in social media (central route vs. peripheral route vs. no persuasion) on attitude toward elite sport policies. We conducted 2 experimental studies with a college student sample (Study I) and a sample drawn from the general public (nonstudent sample, Study II). Results indicated that in the student sample, attitude of the peripheral-route-persuasion group toward elite sport policies was significantly more positive than that of either the no-persuasion group or the central-route-persuasion group. However, results from the nonstudent sample suggested that both the central-route-persuasion and peripheral-route-persuasion groups had more positive attitude toward elite sport policies than did the nopersuasion group. Involvement did not moderate the persuasion–attitude relationship in either the student or nonstudent sample. The findings from this research indicate that a more concise way of communication (peripheral route) is more effective for persuading college students. Government agents may adopt the findings from this research to customize persuasion interventions to influence their target audience effectively.

Functional outcome after intracerebral haemorrhage – a review of the potential role of antiapoptotic agents

2016 ◽  
Vol 27 (3) ◽  
pp. 317-327 ◽  
Author(s):  
Abubakar Tijjani Salihu ◽  
Sangu Muthuraju ◽  
Zamzuri Idris ◽  
Abdul Rahman Izaini Ghani ◽  
Jafri Malin Abdullah
Keyword(s):  
Functional Outcome ◽  
Intracerebral Haemorrhage ◽  
Neuronal Death ◽  
Potential Role ◽  
Management Strategies ◽  
Experimental Studies ◽  
Neuronal Loss ◽  
Multimodality Treatment ◽  
Mortality And Morbidity

AbstractIntracerebral haemorrhage (ICH) is the second most common form of stroke and is associated with greater mortality and morbidity compared with ischaemic stroke. The current ICH management strategies, which mainly target primary injury mechanisms, have not been shown to improve patient’s functional outcome. Consequently, multimodality treatment approaches that will focus on both primary and secondary pathophysiology have been suggested. During the last decade, a proliferation of experimental studies has demonstrated the role of apoptosis in secondary neuronal loss at the periphery of the clot after ICH. Subsequently, the value of certain antiapoptotic agents in reducing neuronal death and improving functional outcome following ICH was evaluated in animal models. Preliminary evidence from those studies strongly supports the potential role of antiapoptotic agents in reducing neuronal death and improving functional outcome after intracerebral haemorrhage. Expectedly, the ongoing and subsequent clinical trials will substantiate these findings and provide clear information on the most potent and safe antiapoptotic agents, their appropriate dosage, and temporal window of action, thereby making them suitable for the multimodality treatment approach.

scholarly journals Moral hypocrisy and the hedonic shift: A goal-framing approach

2018 ◽  
Vol 30 (4) ◽  
pp. 393-419 ◽  
Author(s):  
Siegwart Lindenberg ◽  
Linda Steg ◽  
Marko Milovanovic ◽  
Anita Schipper
Keyword(s):  
Social Media ◽  
Moral Obligation ◽  
Experimental Studies ◽  
Situational Cues ◽  
Moral Hypocrisy ◽  
Goal Framing ◽  
Normative Consensus ◽  
Moral Stance ◽  
Do So ◽  
The Way

The most investigated form of moral hypocrisy is pragmatic hypocrisy in which people fake moral commitment for their own advantage. Yet there is also a different form of hypocrisy in which people take a moral stance with regard to norms they endorse without thereby also expressing a commitment to act morally. Rather they do it in order to feel good. We call this hedonic moral hypocrisy. In our research, we posit that this kind of hypocrisy comes about when people’s overarching goals are shifted in a hedonic direction, that is, in the direction of focusing on the way one feels, rather than on moral obligation. Hedonic shifts come about by cues in the environment. People are sometimes sincere when expressing a moral stance (i.e. they mean it and also act on it), and sometimes, when they are subject to a hedonic shift, they express a moral stance just to make them feel good. This also implies that they then decline to do things that make them feel bad, such as behaving morally when it takes unrewarded effort to do so. In two experimental studies, we find that there is such a thing as hedonic moral hypocrisy and that it is indeed brought about by hedonic shifts from cues in the environment. This seriously undermines the meaning of a normative consensus for norm conformity. Seemingly, for norm conformity without close social control, it is not enough that people endorse the same norms, they also have to be exposed to situational cues that counteract hedonic shifts. In the discussion, it is suggested that societal arrangements that foster the focus on the way one feels and nurture a chronic wish to make oneself feel better (for example, in the fun direction through advertisements and entertainment opportunities, or in the fear direction by populist politicians, social media, economic uncertainties, crises, or wars and displacements) are likely to increase hedonic hypocrisy in society.

scholarly journals ANTECEDENCE DAN CONSEQUENCES DARI SATISFACTION WITH RECOVERY TERHADAP FUTURE COMPLAINT INTENTIONS

2008 ◽  
Vol 1 (2) ◽  
pp. 16
Author(s):  
Franciskus Maya Praba
Keyword(s):  
Customer Satisfaction ◽  
Distributive Justice ◽  
Procedural Justice ◽  
Customer Service ◽  
Service Failure ◽  
Service Recovery ◽  
Interactional Justice ◽  
Perceived Justice ◽  
Customer Complaint ◽  
Complaint Intentions

<p>The background of this research is managers need to analyze that customer service failure can arise customer complaint. It must be managed by service recovery to get customer satisfaction. Future complaint intentions has relationship with customer satisfaction. Every company need to investigate which is the compatible perceived justice to applied. The objective of this research is to investigate service recovery effects toward customer satisfaction, especially perceived justice ( interactional, procedural, distributive ) and how justice effects customer satisfaction and future complaint intentions. The design of this research applies to customer Bank BCA in Semarang which is has variants occupation and the questionnaires were spreaded away to 100 respondents by using purposive sampling. The result of this research are interactional justice and procedural justice has more influence on future complaint intentions. Despite, distributive justice and satisfaction with recovery decrease future complaint intentions.</p><p><strong>Keywords: Antacedence, satisfaction with recovery, future complaint intentions</strong></p>

Digital Mandates and Their Management: Strategies for Usage of Social Media by Brazilian Federal Legislators

2021 ◽  
Author(s):  
Antonio Teixeira de Barros ◽  
Cristiane Brum Bernardes ◽  
Cristiano Ferri Soares de Faria ◽  
Elisabete Busanello
Keyword(s):  
Social Media ◽  
Management Strategies ◽  
Social Media Platforms ◽  
Legislative Activities ◽  
Chamber Of Deputies

Abstract The study aims to analyse the strategies adopted by the Brazilian Federal Chamber of Deputies during the period 2019–2022 (56th legislature) on social media platforms. The survey with political advisers includes the following platforms: Facebook, Instagram, YouTube, Twitter, WhatsApp, Telegram and LinkedIn. The sample consists of 155 informants, 30.21% of the total of 513 parliamentary offices. The conclusions show that 65% of the offices adopt specific strategies for each type of social media, although there is a wider principle, which is the constitution of multi-networks, in a coordinated and complementary way. Within these strategies, the disclosure regarding the parliamentarian’s own actions and the agenda of their electoral bases is prioritized over institutional legislative activities.

The Organizational Structure of Advertising Agencies and New Directions

2015 ◽  
pp. 90-104 ◽  
Author(s):  
Pinar Altiok Gürel ◽  
Talat Firlar ◽  
Nursen Firlar
Keyword(s):  
Social Media ◽  
Information Technologies ◽  
Management Strategies ◽  
Organizational Structures ◽  
Advertising Agencies ◽  
Long Period ◽  
The Social ◽  
New Directions ◽  
Digital Environments ◽  
Mass Marketing

The acceleration of globalization caused transformations in the area of communication, as in many other areas, and innovations brought about by information technologies have diversified operation methods and management, as well as organizational understandings of business companies within the global competition environment. Evolving towards post-modern structuring, companies have gravitated to customer-oriented business management strategies, where companies see their customers and market environment from different angles while conducting their advertising activities. The mass marketing sense, which was effective for a long period of time, was gradually alienated, and particularly with the intense utilization of social media and digital environments, the understanding of personal marketing (which more quickly connects products with their target audiences) was adopted in order to influence customers, who now have a multitude of choices. This chapter focuses on introducing the new organizational structures of advertising agencies in the social media age.

Online Service Failure and Recovery Strategy

2016 ◽  
pp. 112-135 ◽  
Author(s):  
Yllka Azemi ◽  
Wilson Ozuem
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Service Failure ◽  
Empirical Studies ◽  
Online Marketing ◽  
Limited Attention ◽  
Service Failures ◽  
Service Failure And Recovery ◽  
Recovery Strategies ◽  
Social Media Platforms

The Internet environment has transformed the concepts of service failure and recovery strategies from a dyadic customer-provider focus into a multidimensional web quality scope. In traditional encounters, the research spectrum of service failure and recovery strategies is very much developed from a customer service approach, and the responsibility of recovery has been traditionally assumed to be something that is assigned to the marketer. Studies pay little or no attention to the multidimensional nature of service failures contingent to recovery strategies in the evolving social media. To date, empirical studies have focused on service failures and recovery strategies in online marketing environments, but pay limited attention to social media platforms. This paper aims to provide some insights on the need for a broader conceptualisation of service failure and recovery strategies, incorporating social media platforms for the development of effective marketing communications programme.

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