scholarly journals Relationship intention and satisfaction following service recovery: The mediating role of perceptions of service recovery in the cell phone industry

2015 ◽  
Vol 18 (4) ◽  
pp. 608-628 ◽  
Author(s):  
L Kruger ◽  
P Mostert ◽  
LT De Beer
Keyword(s):  
South African ◽  
Cell Phone ◽  
Service Providers ◽  
Service Failure ◽  
Service Recovery ◽  
Mediating Role ◽  
Complementary Role ◽  
Fierce Competition ◽  
The Relationship

In an industry characterised by fierce competition, cell phone network providers find it increasingly difficult to retain their customers after service failure. It is therefore essential for cell phone network providers to offer effective service recovery when they attempt to restore customer satisfaction following service failure. As it has been argued that relationships between customers and service providers should be considered a key determinant of the service recovery required to restore post-recovery attitudes and behavioural intentions, the purpose of this study was to determine the relationships between South African cell phone customers’ relationship intentions, their perceptions of service recovery and their satisfaction following service recovery. Personal in-home interviews were conducted to collect data from 605 cell phone customers residing in the Johannesburg metropolitan area. In addition to the significant positive relationships found between cell phone users’ relationship intentions, perceived service recovery and satisfaction after service recovery, this study found that perceived service recovery played a mediating role in the relationship between relationship intention and satisfaction following service recovery. The study concludes that, although a direct relationship exists between relationship intention and satisfaction following service recovery, perceived service recovery plays an additional indirect complementary role in this relationship. It is recommended that, in addition to focusing their relationship efforts on customers with relationship intentions, cell phone network providers also offer positively perceived service recovery to these customers, as this would lead to greater satisfaction following service recovery.

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.

E-tailing service recovery and customer satisfaction and loyalty: Does perceived distributive justice matter?

2020 ◽  
Vol 48 (5) ◽  
pp. 1-15
Author(s):  
Xiaoyu Wu ◽  
Shuang Du ◽  
Yongbo Sun
Keyword(s):  
Customer Satisfaction ◽  
Distributive Justice ◽  
Positive Impact ◽  
Service Failure ◽  
Service Recovery ◽  
Online Service ◽  
Mediating Role ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

We built an e-tailing service recovery research framework to explore the effect of online service recovery on postrecovery customer satisfaction and loyalty after service failure. We also investigated the mediating role of customer perceived distributive justice in the relationship between service recovery and recovery effects. We conducted a survey with 330 undergraduate students in Beijing. The results showed that both psychological and tangible recovery were significantly related to customer perceived distributive justice. Psychological recovery and distributive justice also positively influenced postrecovery customer satisfaction. The positive impact of tangible recovery on postrecovery satisfaction was not significant. Psychological and tangible recovery and distributive justice all positively affected customer loyalty. The mediating role of distributive justice in the relationship between online service recovery and recovery effects was also confirmed. These findings show that e-tailers should pay more attention to both psychological and tangible recovery after service failure to retain customer satisfaction and loyalty.

The effects of cruise attributes on impulse buying behavior: the mediating role of impulsive buying tendency

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jookyung Kwon ◽  
Jiseon Ahn
Keyword(s):  
Service Providers ◽  
Equation Modeling ◽  
Impulse Buying ◽  
Buying Behavior ◽  
Content Type ◽  
Mediating Role ◽  
Impulsive Buying ◽  
Positive Direct ◽  
The Relationship

Purpose This study aims to examine the effects of cruise attributes on impulse buying of service customers through impulsive buying tendency. Specifically, this study investigates whether service attributes (variety of selection and price) influence the impulsive buying behavior of customers by stimulating their impulsive buying tendency. Design/methodology/approach Partial least squares-structural equation modeling was used to test the hypothesis using a sample of 143 cruise customers. Mediating analysis was conducted to examine whether customer personal traits (impulsivity) mediated the relationship between service attributes and impulsive buying behavior. Findings The findings showed that price attributions had a significant positive direct impact on impulsive buying tendency and behavior, while a variety of selections had a significant direct effect on impulse buying behavior. The results revealed a significant mediating role of impulsive buying tendency in the relationship between price attributions and impulse buying. Originality/value Although studies on the decision-making style of service customers have been widely discussed, a limited number of studies has examined customers’ impulsive buying behavior in the service sector. Considering the importance of impulsive purchasing as a valuable marketing tool, the results of this study can help service providers and researchers enhance their knowledge of the mechanism of impulse buying behavior.

Organisation size, innovativeness, self-organisation and inter-organisational coordination

2020 ◽  
Vol 9 (3) ◽  
pp. 359-394 ◽  
Author(s):  
Henry Mutebi ◽  
Moses Muhwezi ◽  
Joseph Mpeera Ntayi ◽  
John C. Kigozi Munene
Keyword(s):  
Design Methodology ◽  
Humanitarian Relief ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Content Type ◽  
Mediating Role ◽  
Complementary Role ◽  
Self Organisation ◽  
The Relationship

PurposeThe purpose of this study is to examine how humanitarian organisation size affects inter-organisational coordination and further tested the mediating role of organisational innovativeness, self-organisation in the relationship between humanitarian organisation size and inter-organisational coordination among humanitarian organisations in Uganda.Design/methodology/approachThe study is based on cross-sectional survey; data was collected from 101 humanitarian organisations. The analysis of the proposed hypotheses was done with the help of PLS-SEM using SmartPLS version 3.3.0 for professionals.FindingsThe results show that humanitarian organisation size significantly relates with inter-organisational coordination. In addition, self-organisation and organisational innovativeness play a complementary role between humanitarian organisation size and inter-organisational coordination.Research limitations/implicationsThe findings of this research provide useful insights into the role of humanitarian organisation size in boosting inter-organisational coordination in humanitarian relief delivery. High levels of self-organisation and organisational innovativeness not only improve inter-organisational coordination in humanitarian relief delivery but also enhance the transformation of humanitarian organisation size benefits into inter-organisational coordination.Originality/valueThis research is one of the few studies that investigated the effect of humanitarian organisation size and inter-organisational coordination. It also brings into the limelight the mediating role of self-organisation and organisational innovativeness between humanitarian organisation size and inter-organisational ordination in humanitarian relief delivery.

Mindfulness and cell phone dependence: The mediating role of social adaptation

2021 ◽  
Vol 49 (10) ◽  
pp. 1-7
Author(s):  
Weiling Wang ◽  
Yuyan Qian ◽  
Yuping Wang ◽  
Yuhong Zhang
Keyword(s):  
College Students ◽  
Cell Phone ◽  
Mediating Effect ◽  
Social Adaptation ◽  
Smartphone Addiction ◽  
Mediating Role ◽  
The Social ◽  
The Relationship ◽  
Predictive Effect

We explored the mediating role of social adaptation in the relationship between mindfulness and cell phone dependence among college students. Data were obtained from 937 college students, who completed the Smartphone Addiction Inventory, the Adolescent Mindfulness Measure, and the Social Adaptation Questionnaire. The results suggest that mindfulness and social adaptation were significantly and negatively correlated with cell phone dependence, and that the mindfulness level of college students had a significant direct predictive effect on their cell phone dependence. We also found a significant mediating effect of social adaptation in the relationship between mindfulness and cell phone dependence. These findings are of significance to the prevention of and intervention in young people's cell phone dependence.

Structuring leadership and team creativity: The mediating role of team innovation climate

2017 ◽  
Vol 45 (3) ◽  
pp. 369-376 ◽  
Author(s):  
Guanxiong Pei
Keyword(s):  
Leadership Style ◽  
High Tech ◽  
Team Creativity ◽  
Team Innovation ◽  
Mediating Role ◽  
Subsequent Effect ◽  
Innovation Climate ◽  
Fierce Competition ◽  
The Relationship

Because of rapid technological progress, shortened production cycles, and fierce competition, fostering team creativity has become an important leadership function. However, few empirical researchers have examined the relationship between a structuring leadership style and team creativity. I surveyed 54 participant teams working in Chinese high-tech enterprises to examine the influence of structuring leadership on team innovation climate and its subsequent effect on team creativity. Results indicated that structuring leadership was positively related to both team innovation climate and team creativity. In addition, the results supported the role of team innovation climate as a mediator in the relationship between structuring leadership and team creativity. Theoretical and practical implications are discussed with regard to the ways in which leaders can enhance team creativity.

Intentionality attributions and humiliation

2014 ◽  
Vol 48 (5/6) ◽  
pp. 901-923 ◽  
Author(s):  
Concepción Varela-Neira ◽  
Rodolfo Vázquez-Casielles ◽  
Víctor Iglesias
Keyword(s):  
Service Providers ◽  
Negative Emotion ◽  
Service Failure ◽  
Switching Behavior ◽  
Content Type ◽  
Complaint Behavior ◽  
The Impact ◽  
The Relationship ◽  
Practical Implications

Purpose – This paper aims to determine whether intentionality attributions have an effect on the customer’s complaint and switching behavior after a service failure, after accounting for the effects of the traditional dimensions of attribution (stability and controllability), and to examine whether intentionality attributions give rise to humiliation and to what degree this negative emotion enables us to understand the customer’s complaint and switching behavior after a service failure. Design/methodology/approach – A contribution of this investigation is that it studies real complaint and switching behaviors, as the few studies that focus on understanding customers’ complaint and defection behaviors mostly analyze customers’ intentions. Findings – The results of the study indicate that intentionality attributions have an effect on the customer’s switching behavior after a service failure, in addition to the impact of the traditional dimensions of attribution. The findings also show that humiliation is the emotion that mediates the relationship between intentionality attributions and switching behavior, opposite to other emotions that may also be related to attributions. Finally, the results also support that the effect of attribution of intentionality on complaint behavior is indirect; it only exists because attribution of intentionality influences negative emotions like humiliation, which in turn influences complaint behavior. Practical implications – To understand what makes customers complain after a service failure or switch service providers without giving them first the possibility of recovering the failure may help managers reduce the damage caused by the failure and increase the company’s profits. Originality/value – This study will try to contribute to the service failure research by analyzing the role of two variables that have not been analyzed before in this context: intentionality attribution and humiliation.

scholarly journals Investigating the Mediating Role of Procrastination in the Relationship between Positive and Negative Perfectionism and Mobile Phone Addiction in Gifted Students

2021 ◽  
Author(s):  
Nader Ayadi ◽  
Saeed Pireinaladin ◽  
Mehdi Shokri ◽  
Shahriyar Dargahi ◽  
Fatemeh Zarein
Keyword(s):  
Mobile Phone ◽  
Cell Phone ◽  
Structural Model ◽  
Gifted Students ◽  
Cluster Sampling ◽  
Mediating Role ◽  
Mobile Phone Addiction ◽  
Indirect Relationship ◽  
The Relationship

Objective: Adolescence is a critical period in terms of development and education, in which there are numbers of highrisk behaviors that can negative effects on personal and educational life. One of these high-risk behaviors is mobile phone addiction that is a sociopsychological phenomenon, and the lack of control in the use of this technology by students can cause damage to various aspects of their personal and educational lives. The aim of the present study was to investigate the mediating role of procrastination in the relationship between positive and negative perfectionism and addiction to mobile phone in gifted students. Method: This was a descriptive and correlational study in which 200 gifted students from gifted students’ high school of Meshghinshahr were selected using cluster sampling in 2020. Tri-Shot Perfectionism questionnaires, Tuckman Procrastination Scale, and Savari Mobile Phone Addiction questionnaire were applied to collect data. Descriptive statistics, correlation matrix, and path analysis (Structural Model) were used to analyze data. Results: The findings revealed positive and negative perfectionism was not directly related to cell phone addiction. However, positive perfectionism through procrastination meditation had a negative and indirect relationship with mobile phone addiction (β = -0.18), and negative perfectionism through procrastination meditation had a positive and indirect relationship with mobile phone addiction (β = 0.17). In other words, procrastination is a complete mediation in the relationship between negative and positive perfectionism and cell phone addiction in students (β = 0.29). Conclusion: The results emphasized the effect of procrastination on the relationship between positive and negative perfectionism and mobile phone addiction in gifted students. Therefore, these findings can help school and rehabilitation counselors to prepare programs for reducing students' addictive and avoidant behaviors.

scholarly journals The Relationship between Service Recovery and Patronage Intentions: The Mediating Role of Relationship Quality

2017 ◽  
Vol 10 (8) ◽  
pp. 215 ◽  
Author(s):  
Mauro Sciarelli ◽  
Abdelhakim A. Nagm ◽  
Mona I. Dakrory ◽  
Mario Tani ◽  
Mohamed A. Khashan
Keyword(s):  
Relationship Quality ◽  
Service Providers ◽  
Service Recovery ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Recovery Strategies ◽  
The Relationship ◽  
Patronage Intentions

This study aims to investigate, using the structural equation modeling with a partial least square (PLS-SEM) approach, the relationship among service recovery strategies, relationship quality, and customer patronage intentions concerning Internet Service Providers (ISPs) in Egypt. Our findings confirmed that some service recovery strategies positively influence on both relationship quality and patronage intentions. As well as, relationship quality has a significant impact on customer patronage intentions. Furthermore, relationship quality has the role of a mediator of the relationship between SR strategies and patronage intention. Moreover, both speeds of recovery and empathy moderate the relationship between some SR strategies and relationship quality. Finally, our study proposed some theoretical and managerial implications.

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