54,073 research outputs found

    The Intentional Use of Service Recovery Strategies to Influence Consumer Emotion, Cognition and Behaviour

    Get PDF
    Service recovery strategies have been identified as a critical factor in the success of. service organizations. This study develops a conceptual frame work to investigate how specific service recovery strategies influence the emotional, cognitive and negative behavioural responses of . consumers., as well as how emotion and cognition influence negative behavior. Understanding the impact of specific service recovery strategies will allow service providers' to more deliberately and intentionally engage in strategies that result in positive organizational outcomes. This study was conducted using a 2 x 2 between-subjects quasi-experimental design. The results suggest that service recovery has a significant impact on emotion, cognition and negative behavior. Similarly, satisfaction, negative emotion and positive emotion all influence negative behavior but distributive justice has no effect

    A typology categorization of millennials in their technology behavior

    Get PDF
    Hay un interĂ©s creciente por los millennials; y sin embargo, hasta la fecha hay escasas segmentaciones de los millennials en cuanto a su comportamiento en relaciĂłn a la tecnologĂ­a. En este contexto, este estudio trata las siguientes cuestiones:”¿Son los millennials monolĂ­ticos o hay diferentes segmentos en esta generaciĂłn en cuanto a su comportamiento tecnolĂłgico?”. Y si este fuera el caso: “¿Existen diferencias importantes en cuanto a la forma en que los millennials usan la tecnologĂ­a?”. Nuestro objetivo consiste en examinar los potenciales perfiles de los millennials en relaciĂłn a su comportamiento y uso de la tecnologĂ­a. Los datos obtenidos de una muestra de 707 millennials se analizaron mediante un anĂĄlisis de componentes principales y anĂĄlisis clĂșster. A continuaciĂłn, los segmentos se caracterizaron mediante un anĂĄlisis MANOVA. Nuestros resultados revelan la existencia de cinco segmentos o tipologĂ­as de millennials en cuanto a su comportamiento tecnolĂłgico: los “devotos de la tecnologĂ­a”, los “espectadores”, los “prudentes”, los “adversos” y los “productivos”. Este estudio contribuye de forma detallada al conocimiento sobre cĂłmo las diferentes categorĂ­as de millennials usan la tecnologĂ­a.There is an increasing interest for millennials; however, to date millennials’ segmentations regarding their technology behavior are scarce. In this context, this study addresses the following questions: “Are millennials monolithic, or are there segments within this generation group regarding the technology behavior?”. And if so: “Are there important variances in the way that millennial segments use technology?”. Our purpose is to examine the potential profiles of millennials regarding their technology use and behavior. Data from a sample of 707 millennials was gathered and analyzed through principal component analysis and cluster analysis. Then, millennials’ segments were profiled using a MANOVA analysis. Our findings revealed five different segments or typologies of millennials regarding their technology behavior: technology devotees, technology spectators, circumspects, technology adverse users and productivity enhancers. This study contributes with a detailed perspective of how different millennial segments use technology

    Special issue on information flow and WOM in social media and online communities

    Get PDF
    No abstract available

    Please, talk about it! When hotel popularity boosts preferences

    Get PDF
    Many consumers post on-line reviews, affecting the average evaluation of products and services. Yet, little is known about the importance of the number of reviews for consumer decision making. We conducted an on-line experiment (n= 168) to assess the joint impact of the average evaluation, a measure of quality, and the number of reviews, a measure of popularity, on hotel preference. The results show that consumers' preference increases with the number of reviews, independently of the average evaluation being high or low. This is not what one would expect from an informational point of view, and review websites fail to take this pattern into account. This novel result is mediated by demographics: young people, and in particular young males, are less affected by popularity, relying more on quality. We suggest the adoption of appropriate ranking mechanisms to fit consumer preferences. © 2014 Elsevier Ltd

    AN EMPIRICAL INVESTIGATION OF CUSTOMER SATISFACTION AND BEHAVIORAL RESPONSES IN PAKISTANI BANKING SECTOR

    Get PDF
    Customer satisfaction is most important to the concept of marketing with solid evidence of strategic links between overall services quality and customer satisfaction (Truch, 2006), and having a significant theoretical and practical issue for the marketers. The spirit of innumerable researches in diverse cultures endorse that the service provider organizations pay greater attention to satisfy their customer. But lacuna exists in literature for such a key topic in different cultures of developing countries like Pakistan. Accordingly, this current study looks for the impact of customer satisfaction on their behavioral responses in banking sector of Pakistan. Therefore, recognition of significant determinants of customer satisfaction could facilitate the higher management in adoption and implementation their customers’ focus strategies more efficiently and effectively. Practical implication, future research and limitation are also discussed.banking sector, behavioral response, customer satisfaction, Pakistan, services quality.
    • 

    corecore