scholarly journals Consumers' Complaints: Causal attribution and moral emotions in service failures

2022 ◽  
Vol 6 (1) ◽  
pp. 251446
Author(s):  
Lude Marieta Gonçalves dos Santos Neves ◽  
Fabio Iglesias
Keyword(s):  
Attribution Theory ◽  
Causal Attribution ◽  
Care Service ◽  
Low Cost ◽  
Negative Emotions ◽  
Moral Emotions ◽  
Negative Behaviors ◽  
Service Failures ◽  
Complaining Behavior

Purpose: This research investigated consumers’ reactions to service failures, based on Weiner’s attribution theory, by simulating two situations: a teacher that is late to class and a delay in a course registration service.Method: Students at an educational service (n = 388) responded to four versions of scenarios, combining external and internal causes with teacher delay and enrollment problems.Findings: Factor analyzes inductively reflected the theoretical organization of the model: Negative Behavior, Positive Reactions, Internal Attributions, and Negative Emotions. Internal causes led to internal attributions, negative emotions and negative behaviors. Originality: The central role of moral emotions on the attitude towards complaining behavior is discussed, as well as the importance of implementing simple and low-cost managerial measures to improve the quality of care service.

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.

scholarly journals Bad Intentions: Customers’ Negative Reactions to Intentional Failures and Mitigating Conditions

2021 ◽  
pp. 004728752110442
Author(s):  
Amin Nazifi ◽  
Holger Roschk ◽  
Francisco Villarroel Ordenes ◽  
Ben Marder
Keyword(s):  
Attribution Theory ◽  
Word Of Mouth ◽  
Online Reviews ◽  
Negative Word ◽  
Firm Level ◽  
Service Failures ◽  
Monetary Compensation ◽  
Multi Method Approach ◽  
Method Approach

Intentional service failures (e.g., overbooking or overcharging) have received little scholarly attention, despite their regular occurrence and immense costs. Using a multi-method approach combining experimental and field data from online reviews, it was found that intentional (vs. unintentional) failures lead to greater negative word of mouth (nWOM) and patronage reduction. This research extends these findings by demonstrating that intentional failures are less harmful when the failure is reversible (vs. irreversible) and occurs at an employee (vs. firm) level. Further, while either psychological (e.g., apology) or monetary compensation is effective in mitigating the consequences of intentional failures at an employee level, a combined service recovery (psychological and monetary) is the best solution when the failure is at a firm level. Drawing on attribution theory, the article unveils the key role of trust (as opposed to justice) as the mechanism to explain the effects of intentionality on customers’ nWOM and patronage reduction.

Age Advantages of Emotional Experience during the COVID-19 Pandemic are Robust, but Diminished Compared to Pre-pandemic Conditions

2020 ◽  
Author(s):  
Rui Sun ◽  
Disa Sauter
Keyword(s):  
Older Adults ◽  
Large Scale ◽  
Negative Emotion ◽  
Emotional Experience ◽  
Negative Emotions ◽  
Older Individuals ◽  
Selection Strategies ◽  
Scale Test ◽  
Prolonged Stress

Getting old is generally seen as unappealing, yet aging confers considerable advantages in several psychological domains (North & Fiske, 2015). In particular, older adults are better off emotionally than younger adults, with aging associated with the so-called “age advantages,” that is, more positive and less negative emotional experiences (Carstensen et al., 2011). Although the age advantages are well established, it is less clear whether they occur under conditions of prolonged stress. In a recent study, Carstensen et al (2020) demonstrated that the age advantages persist during the COVID-19 pandemic, suggesting that older adults are able to utilise cognitive and behavioural strategies to ameliorate even sustained stress. Here, we build on Carstensen and colleagues’ work with two studies. In Study 1, we provide a large-scale test of the robustness of Carstensen and colleagues’ finding that older individuals experience more positive and less negative emotions during the COVID-19 pandemic. We measured positive and negative emotions along with age information in 23,629 participants in 63 countries in April-May 2020. In Study 2, we provide a comparison of the age advantages using representative samples collected before and during the COVID-19 pandemic. We demonstrate that older people experience less negative emotion than younger people during the prolonged stress of the COVID-19 pandemic. However, the advantage of older adults was diminished during the pandemic, pointing to a likely role of older adults use of situation selection strategies (Charles, 2010).

Understanding the Role of Chlorine and Ozone to Control Postharvest Diseases in Fruit and Vegetables: A Review

2020 ◽  
Vol 16 (4) ◽  
pp. 455-461
Author(s):  
Gabriela M. Baia ◽  
Otniel Freitas-Silva ◽  
Murillo F. Junior
Keyword(s):  
Chlorine Dioxide ◽  
Broad Spectrum ◽  
Fruits And Vegetables ◽  
Low Cost ◽  
Residual Effects ◽  
Pathogenic Microorganisms ◽  
Postharvest Diseases ◽  
Post Harvest ◽  
By Products

Fruits and vegetables are foods that come into contact with various types of microorganisms from planting to their consumption. A lack or poor sanitation of these products after harvest can cause high losses due to deterioration and/ or pathogenic microorganisms. There are practically no post-harvest fungicides or bactericides with a broad spectrum of action that have no toxic residual effects and are safe. However, to minimize such problems, the use of sanitizers is an efficient device against these microorganisms. Chlorine is the most prevalent sanitizing agent because of its broad spectrum, low cost and well-established practices. However, the inevitable formation of disinfection by-products, such as trihalomethanes (THMs) and haloacetic acids (HAAs), is considered one of the main threats to food safety. Alternative sanitizers, such as chlorine dioxide (ClO2) and ozone, are becoming popular as a substitute for traditional post-harvest treatments. Thus, this review addresses the use of chlorine, chlorine dioxide and ozone emphasizing aspects, such as usage, safe application, spectrum of action and legislation. In order to ensure the quality and safety of final products, the adoption of well-prepared sanitation and sanitation programs for post-harvest fruits and vegetables is essential.

scholarly journals What Lies Beneath: The Role of Self-Efficacy, Causal Attribution Habits, and Gender in Accounting for the Success of College Students

2021 ◽  
Vol 11 (7) ◽  
pp. 333
Author(s):  
Kerstin Hamann ◽  
Maura A. E. Pilotti ◽  
Bruce M. Wilson
Keyword(s):  
General Education ◽  
Self Efficacy ◽  
Causal Attribution ◽  
The United States ◽  
Female Students ◽  
Male Students ◽  
Course Grades ◽  
Success In Higher Education ◽  
And Gender

Existing research has identified gender as a driving variable of student success in higher education: women attend college at a higher rate and are also more successful than their male peers. We build on the extant literature by asking whether specific cognitive variables (i.e., self-efficacy and causal attribution habits) distinguish male and female students with differing academic performance levels. Using a case study, we collected data from students enrolled in a general education course (sample size N = 400) at a large public university in the United States. Our findings indicate that while students’ course grades and cumulative college grades did not vary by gender, female and male students reported different self-efficacy and causal attribution habits for good grades and poor grades. To illustrate, self-efficacy for female students is broad and stretches across all their courses; in contrast, for male students, it is more limited to specific courses. These gender differences in cognition, particularly in accounting for undesirable events, may assist faculty members and advisors in understanding how students respond to difficulties and challenges.

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