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

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

Neo-structuralism and the contestation of sacred place in biblical Israel

One of the most interesting features of anthropological discussions (and those in related disciplines) of sacred place has been the issue of contestation both in relation to the construction of sacred place and in the construction of theorizing about such spaces. This aspect, however, has often been ignored or underplayed in structuralist or structural-functionalist analyses (as for example in many of Victor Turner's discussions of pilgrimage). This is also in part true of my earlier structuralist analysis of this subject, God's Place in the World (1998). That volume examined a range of different models of sacred space found in Judaism from the Biblical to the modern period. While the discussion of Biblical use of sacred space did touch on alternative models of space (centralized and decentralized models), the issues of contestation and a theoretical basis for a more complex understanding of structure were not developed

Juggling Identities among the Crypto-Jews of the American Southwest

The Crypto-Jews of New Mexico present a fascinating case of a modern community shaping and constructing identity in the context of competing identities. This article applies two concepts derived from structuralism as a means of examining and analysing this process. Bricolage is the primary theoretical concept. It provides the model of the different patterns which shape the construction of Crypto-Judaic identity. The second concept, that of the juggling of identities, shows the ways in which individuals with different Crypto-Jewish identities consciously and unconsciously emphasise different aspects of the underlying structural pattern. This aspect of agency creates the dynamic and transformational aspect which is significant to both Crypto-Jewish and modern identity

The Allegory of the olive tree: a case study for (neo) structuralist analysis

The Book of Mormon presents a fascinating opportunity to test aspects of structuralist analysis of myth and culture. This article examines some of the key issues in structuralist theory and attempts to develop some new avenues of structuralist analysis, particularly in relation to agency and transformation. Although in some sense these avenues can be seen as challenging principles of traditional structuralism, the changes suggested are more refinements than significant alterations. The article then tests these theories in relation to a series of very complex allegories in the Book of Mormon. This discussion both demonstrates the analytical power of the approach and raises some interesting ethnographic issues, particularly the presence of triadic rather than dyadic structure. In order to add a diachronic aspect to the discussion and to examine process of transformation between cultures, the article touches on the use of similar allegories in the New Testament and in Intertestamental literature