Customer emotions in service failure and recovery encounters

Emotions play a significant role in the workplace, and considerable attention has been given to the study of employee emotions. Customers also play a central function in organizations, but much less is known about customer emotions. This chapter reviews the growing literature on customer emotions in employee–customer interfaces with a focus on service failure and recovery encounters, where emotions are heightened. It highlights emerging themes and key findings, addresses the measurement, modeling, and management of customer emotions, and identifies future research streams. Attention is given to emotional contagion, relationships between affective and cognitive processes, customer anger, customer rage, and individual differences

An Empirical Study of Isolating Mechanisms in UK Companies

Isolating mechanisms have been developed in the literature as intellectual constructs to explain competitive barriers at the individual firm level. They are defined as idiosyncratic features of a firm's management that create barriers to competitive imitation, contributing to competitive advantage and company performance. Although presented as intellectual constructs, they can be proactively employed by companies to impact on performance. However, there has been no empirical testing of these potential benefits. In the current empirical study a set of isolating mechanisms is operationalised, and their impact on performance is tested in a sample of UK companies. Through the application of structural equation modelling, a multidimensional approach to isolating mechanisms is found to be appropriate for building a competitive advantage to impact on performance, while isolating mechanisms are confirmed as multidimensional constructs. Directions for further research are also recommended

The Behavioral Homogeneity Evaluation Framework: Using Consumer Involvement in International Segmentation

This paper presents a generic strategic framework of alternative international marketing strategies and market segmentation based on intra- and inter-cultural behavioural homogeneity. Consumer involvement (CI) is proposed as a pivotal construct to capture behavioural homogeneity, for the identification of market segments. Results from a five-country study demonstrate how the strategic framework can be valuable in managerial decision-making. First, there is evidence for the cultural invariance of the measurement of CI, allowing a true comparison of inter- and intra-cultural behavioural homogeneity. Second, CI influences purchase behaviour, and its evaluation provides a rich source of information for responsive market segmentation. Finally, a decomposition of behavioural variance suggests that national-cultural environment and nationally transcendent variables explain differences in behaviour. The Behavioural Homogeneity Evaluation Framework therefore suggests appropriate international marketing strategies, providing practical guidance for implementing involvement-contingent strategies

Applications of The Behavioural Homogeneity Evaluation Framework: The Predictive Ability of Consumer Involvement for International Food Market Segmentation

This article proposes a framework of alternative international marketing strategies, based on the evaluation of intra- and inter-cultural behavioural homogeneity for market segmentation. The framework developed in this study provides a generic structure to behavioural homogeneity, proposing consumer involvement as a construct with unique predictive ability for international marketing strategy decisions. A model-based segmentation process, using structural equation models, is implemented to illustrate the application of the framework

A development of the domain of marketing planning

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An investigation of regulator effects on alignment skill

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Operationalizing isolating mechanisms and implications for company performance

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Customers' emotional responses to service environments

Available from British Library Document Supply Centre-DSC:7755.0403(9717) / BLDSC - British Library Document Supply CentreSIGLEGBUnited Kingdo

A comparison of slack resources in high & low performing British companies

SIGLEAvailable from British Library Document Supply Centre- DSC:7755.0403(ABSRI-RP--9519) / BLDSC - British Library Document Supply CentreGBUnited Kingdo

Multiple stakeholder orientation in UK companies & the implications for company performance

SIGLEAvailable from British Library Document Supply Centre-DSC:7755.0403(ABSRI-RP--9612) / BLDSC - British Library Document Supply CentreGBUnited Kingdo