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

The Economic Structure of World Tourism

The economic development of world regions has been linked increasingly to tourism development and particularly to the volume of tourist arrivals. International tourism is a form of trade that represents exports as tourist arrivals. Particular countries have been more or less successful in developing tourism exports and imports. It has been assumed sometimes that most world regional international tourism flows from the developed to the underdeveloped world and forms a process of foreign exchange income from developed to underdeveloped economies. This paper examines the question of which countries are linked economically in world tourism and, more importantly, analyses the structure of this linkage

Modelling the Satisfaction of Contractors: The Impact of Client Performance

An assessment of the performance of UK clients on 55 ‘case projects’ as considered by contractors is presented and used to develop models of contractors' satisfaction. Principal component analysis (PCA) reveals five dimensions to contractor satisfaction, classified in this research as (i) support provided to contractors, (ii) clients' attitude, (iii) clients' understanding of their own needs, (iv) quality of clients' brief, and (v) financial aspects of performance. Knowledge of these models should enable clients to perform better, which is conducive towards satisfactory participant performance and overall project performance. The models identify three key aspects of client performance that are found to significantly influence contractors' satisfaction levels, namely, (i) the capability of the client's representative, (ii) the client's past performance and project management experience and (iii) the financial soundness and reputation of the client. Additionally, the nature of the project and certain characteristics of contractors also influence satisfaction levels. The models demonstrated accurate predictive power and were found to be valid and robust. Clients could use the models to help improve their performance, leading to more successful project implementation. This will also promote the development of harmonious working relationships within the construction project coalition (PC). (Emerald Group Publishing Limited

Comparing the generalizability of online and mail surveys in cross-national service quality research

To compare the generalizability of online and mail surveys in a cross-national service quality study, the authors use G-theory and find a comparable level of generalizability, though online surveys benefited from considerably lower costs. This article contributes to the current comparison of the response quality between online and mail surveys. Furthermore, the authors illustrate how G-theory can be used to compare online and mail surveys and take data collection costs into account. Important implications include the process and results of comparing two survey modes and the effects for service research. Copyright Springer Science + Business Media, Inc. 2006Online marketing research, Response quality, Generalizability theory,