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 need for economic and pre-economic marketing controlling

The splitting or rather the widening of a marketing controlling system into economic and pre-economic control of performance makes effective strategic forward-looking planning, management, and control of marketing activities possible. The main reason for including pre-economic measures of performance is the possibility to receive and assimilate so-called weak signals from the market which cannot be received by traditional economic controlling systems. These early warning indicators prevent marketing management from decision making based on past-oriented data, the use of which would require the structure of the environment to remain unchanged. Based on this expanded knowledge, marketing strategies can be generated in a much more sound way

Measuring the response bias induced by an experience and application research center

In recent years we have observed the rise of Experience and Application Research centers (EARC). These EARCs simulate realistic environments and are used for the empirical evaluation of interactive systems in a controlled setting. Such laboratory environments are intended to facilitate data collection without influencing the data itself. Accumulated experience in the use of EARCs has raised concerns that test participants could be impressed by the environments and have raised expectations for advanced systems they expect to encounter; this brings about the danger of systematic bias in subjective report data collected with EARCs. To evaluate the impact of an EARC as an instrument, a controlled experiment with 40 test participants was conducted. This experiment involved the replication of a traditional usability test in both the EARC and a traditional laboratory environment. The results of this study provide evidence regarding the validity and reliability of EARCs as instruments for evaluating interactive systems