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

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

Behavioural decisions of travel-time ratios for work, maintenance and leisure activities in the Netherlands

Using the 2005 Dutch National Travel Survey data-set this paper investigates the influences of socio-demographics, journey patterns and built environment factors on the ratio of travel time and activity duration that an individual spends when engaging in work, daily shopping, non-daily shopping and sport/recreation activities. The results show that socio-demographics and other variables have unique influence on each type of activity. The travel-time ratios (TTRs) of some activities are more varied across the population whilst some have more 'acceptable' ratios. The interaction between activity duration and travel time is also unique for each socio-demographic group. For example, given the same amount of travel time, males will spend significantly less time on shopping than females; whilst for sports and recreational activities males will spend more time on than their female counterpart. By understanding individuals' different TTR values for different activities, the TTR can be an important guide when providing activity locations which in turn can help in creating sustainable urban transport conditions. © 2010 Taylor & Francis

Housing choice processes : stated versus revealed modelling approaches

This paper briefly outlines some of the essential features of stated and revealed modelling approaches and discusses some recent advances in terms of algebraic vs choice heuristic models. Special attention is given to how these modelling approaches can incorporate a large number of attributes, substitution, context effects and group decision-making processes in housing choice behavior

The adoption and use of information technology: a longitudinal study of a mature family firm

Through a longitudinal study of a mature family firm, this paper investigates the adoption and use of information technology in a family business. It is argued that the adoption and use of information technology is influenced by five key factors. These factors are discussed, leading to a presentation of a series of implications and conclusions