EXPLAINING SATISFACTION IN DOUBLE DEVIATION SCENARIOS: THE EFFECTS OF ANGER AND DISTRIBUTIVE JUSTICE

Research has shown that more than half of attempted recovery efforts only reinforce dissatisfaction, producing a ‘double deviation’ effect. Surprisingly, these double deviation effects have received little attention in service marketing literature. Yet no study has specifically investigated which are the main determinants of the formation of customer satisfaction judgments in double deviation contexts. To fill this gap, we develop and empirically test a model based on the existing service recovery literature. Specifically, we focus on two theoretical frameworks: social justice theory and theories of emotion. We examine the effect of anger with service recovery on satisfaction with service recovery, as well as the role of distributive justice on the elicitation of the specific emotion of anger with service recovery and satisfaction with service recovery. Results support the model and highlight the important role of specific recovery-related emotions in double deviation contexts. Implications for practice and future research are discussed. La investigación previa ha mostrado que más de la mitad de los esfuerzos de recuperación sólo refuerzan la insatisfacción, produciendo un efecto de desviación doble. Sorprendentemente, estos efectos de desviación doble han recibido muy poca atención en la literatura de marketing de servicios. Hasta la fecha, ningún trabajo ha investigado empíricamente cuáles son los principales determinantes en la formación de los juicios de satisfacción en contextos de desviación doble. Para cubrir este hueco, desarrollamos y analizamos empíricamente un modelo basado en la literatura de recuperación de servicios existente. Específicamente, nos basamos en dos esquemas conceptuales: la teoría de la justicia social y las teorías sobre emociones. Examinamos el efecto del enfado con la recuperación del servicio en la satisfacción con la recuperación del servicio, así como el papel de la justicia distributiva como activador de emociones específicas de enfado y como antecedente de la satisfacción con la recuperación del servicio. Los resultados confirman el modelo propuesto y ponen de manifiesto el importante papel de las emociones específicas relacionadas con la recuperación en contextos de desviación doble. Finalmente, se discuten las implicaciones de gestión y las líneas futuras de investigación.enfado con la recuperación del servicio, justicia distributiva, satisfacción con la recuperación del servicio, desviación doble, industria bancaria anger with service recovery, distributive justice, satisfaction with service recovery, double deviation, banking industry

The negative effects of failed service recoveries

Research has shown that more than half of attempted recovery efforts fail, producing a "double deviation" effect. Surprisingly, these double deviation effects have received little attention in marketing literature. This paper examines what happens after these critical encounters, which behavior or set of behaviors the customers are prone to follow and how customers' perceptions of the firm's recovery efforts influence these behaviors. For the analysis of choice of the type of response (complaining, exit, complaining and exit, and no-switching), we estimate multinomial Logit models with random coefficients (RCL). The results of our study show that magnitude of service failure, explanations, apologies, perceived justice, angry and frustration felt by the customer, and satisfaction with service recovery have a significant effect on customers' choice of the type of response. Implications from the findings are offered. La investigación ha mostrado que más de la mitad de los intentos de recuperación tras el fallo de un servicio fracasan, lo que produce un efecto de "desviación doble". Sorprendentemente, estos efectos de desviación doble han recibido muy poca atención en la literatura de marketing. Este trabajo analiza qué ocurre tras estos encuentros críticos, ¿qué comportamiento o conjunto de comportamientos tienden a seguir lo clientes? y ¿cómo afectan a estos comportamientos las percepciones de los clientes acerca del problema y de los esfuerzos de recuperación de la empresa?. Para el análisis del tipo de respuesta (queja, abandono, queja y abandono, y no cambiar de entidad), estimamos modelos Logit multinomiales con coeficientes aleatorios (RCL). Los resultados de nuestro estudio muestran que la magnitud del fallo inicial, las explicaciones y disculpas recibidas tras el mismo, la justicia percibida en la gestión de la queja, la frustración y el enfado que siente el cliente y la satisfacción con el proceso de recuperación, tienen un efecto significativo en la elección de los clientes del tipo de respuesta de queja. Finalmente, se ofrecen implicaciones para la gestión.desviación doble, comportamiento de queja del consumidor, modelos Logit multinomiales con coeficientes aleatorios (RCL), recuperación del servicio. Double deviations, consumer complaining behavior (CCB), multinomial logit models with random coefficients (RCL), service recovery.

Contemplating Mindfulness at Work: An Integrative Review

Mindfulness research activity is surging within organizational science. Emerging evidence across multiple fields suggests that mindfulness is fundamentally connected to many aspects of workplace functioning, but this knowledge base has not been systematically integrated to date. This review coalesces the burgeoning body of mindfulness scholarship into a framework to guide mainstream management research investigating a broad range of constructs. The framework identifies how mindfulness influences attention, with downstream effects on functional domains of cognition, emotion, behavior, and physiology. Ultimately, these domains impact key workplace outcomes, including performance, relationships, and well-being. Consideration of the evidence on mindfulness at work stimulates important questions and challenges key assumptions within management science, generating an agenda for future research

Easing the conscience: feeling guilty makes people cooperate in divorce negotiations

Guilt is an emotion commonly experienced in divorce. Although guilt has been shown to increase cooperative negotiation behavior in organizational contexts, this is the first investigation of the role of guilt in divorce negotiations. Using survey data of 457 divorcing individuals, the authors examined how guilt was related to the most relevant negotiation styles, while controlling for the guilt-overlapping emotions shame and regret. Guilt was related to cooperative negotiation behavior (i.e., more yielding and problem-solving behavior, and less forcing behavior). Shame was related to uncooperative negotiation behavior (i.e., more forcing, more avoiding, less problem-solving behavior), whereas regret had no additional explanatory value

Essays on three price judgments: price fairness, price magnitude, and price expectation

This dissertation addresses three important price judgments: price fairness, price magnitude, and price expectation. Developed over three chapters, the main objective of this research is to determine underlying differences in these three price judgments. These differences are based on conceptualizing price fairness as a combination of affective and cognitive components, whereas price magnitude and price expectation reflect different cognitive aspects of price judgment. Chapter 1 provides a literature review and identifies several research questions related to these three price judgments; Chapters 2 and 3 provide testable hypotheses and conduct three pretests and two experiments to test the hypotheses. Using structural equation modeling and repeated measures ANOVA, the interrelationships, the antecedents, and the consequences of these price judgments are described and analyzed. Chapter 2 examines the effects of focal price, locus of control, judgment environment, and judgment/intent order on price fairness, price magnitude, price expectation, and purchase intent. Chapter 3 examines the effects of focal price, judgment environment, mood, and processing fluency on the three price judgments and their subsequent effects on purchase intent and anger

The antecedents and consequences of service customer citizenship and badness behavior

This paper presents an empirical test of the antecedents and consequences of customer extra-role behavior (i.e., customer citizenship behavior and badness behavior). The model posits that negative affect, perceived justice, and commitment lead to customer extra-role behavior. In turn, such extra-role behavior is expected to impact perceived service quality. The model was tested in an exercise class context of participants at sports center. Results from the empirical test indicated that managing customer extra-role behavior is as important as that of employee. Secondly, the study found that the organization have to manage the negative affect of customers to prevent customer badness behavior, and perceived justice and commitment to increase customer citizenship behavior. Implications are discussed, possible areas of further research are indicated, and limitations of the study are noted

Promoting Ethics In The Workplace: Why Not Reflect General Organizational Justice?

Recent decades reveal increasing academic and practitioner interest in improving corporations’ social and ethical reputations. Efforts to promote ethics usually focus on the implementation of explicit, formal mechanisms, aimed at transmitting ethical and moral content and reflecting an interest in behavioural ethics. Although the efficacy of these mechanisms has been demonstrated, such efforts may fail if ethics does not exist in reality in the normal procedures and operations of the firm and in the treatment employees perceive from their employers. Organizational justice is an antecedent of ethical behaviour, though most research depicting this link has centred exclusively on assessing (un)ethical behaviours directed toward the organization. Other insights, however, might suggest a relationship between organizational justice perceptions and general ethical behaviour; therefore, this study conducts an empirical examination of survey data from 436 Spanish banking employees to discern their perceptions of organizational justice by top management and whether these perceptions are related to general ethical/unethical behaviours. Findings, finally, reveal that such perceptions have positive effects on workforce general ethics. That is, actions and efforts by top management that signal organizational justice can help promote ethics among a wider workforce. These findings have substantial practical implications, as well as insights for further research

Mapping the information-coping trajectory of young people coping with long term illness: An evidence based approach

Purpose - Purpose: We explore the relationship between information and coping information from the experiences of young people coping with long term illness. Design/methodology/approach - Methodology: Situational Analysis was used as a methodological approach. It has roots in the Chicago Symbolic Interactionism School. Cartographic approaches enabled the analysis, mapping the complexities emerging from the data. Findings - Findings: As the young people became more informed about their health conditions, and gained knowledge and understanding both about their illnesses, their own bodies and boundaries, their confidence and capacity to cope increased. Gaining confidence, the young people often wanted to share their knowledge becoming information providers themselves. From the data we identified five positions on an information-coping trajectory (1) Information deficiency (2) Feeling ill-informed (3) Needing an injection of information (4) Having information health and (5) Becoming an information donor. Research limitations/implications - Research limitations/implications: The research was limited to an analysis of thirty narratives. The research contributes to information theory by mapping clearly the relationship between information and coping. Originality/value - Originality/value: The information theories in this study have originality and multi-disciplinary value in the management of health and illness, and information studies