The negative effects of failed service recoveries

Research has shown that more than half of attempted recovery efforts fail, producing a "double deviation" effect. Surprisingly, these double deviation effects have received little attention in marketing literature. This paper examines what happens after these critical encounters, which behavior or set of behaviors the customers are prone to follow and how customers' perceptions of the firm's recovery efforts influence these behaviors. For the analysis of choice of the type of response (complaining, exit, complaining and exit, and no-switching), we estimate multinomial Logit models with random coefficients (RCL). The results of our study show that magnitude of service failure, explanations, apologies, perceived justice, angry and frustration felt by the customer, and satisfaction with service recovery have a significant effect on customers' choice of the type of response. Implications from the findings are offered. La investigación ha mostrado que más de la mitad de los intentos de recuperación tras el fallo de un servicio fracasan, lo que produce un efecto de "desviación doble". Sorprendentemente, estos efectos de desviación doble han recibido muy poca atención en la literatura de marketing. Este trabajo analiza qué ocurre tras estos encuentros críticos, ¿qué comportamiento o conjunto de comportamientos tienden a seguir lo clientes? y ¿cómo afectan a estos comportamientos las percepciones de los clientes acerca del problema y de los esfuerzos de recuperación de la empresa?. Para el análisis del tipo de respuesta (queja, abandono, queja y abandono, y no cambiar de entidad), estimamos modelos Logit multinomiales con coeficientes aleatorios (RCL). Los resultados de nuestro estudio muestran que la magnitud del fallo inicial, las explicaciones y disculpas recibidas tras el mismo, la justicia percibida en la gestión de la queja, la frustración y el enfado que siente el cliente y la satisfacción con el proceso de recuperación, tienen un efecto significativo en la elección de los clientes del tipo de respuesta de queja. Finalmente, se ofrecen implicaciones para la gestión.desviación doble, comportamiento de queja del consumidor, modelos Logit multinomiales con coeficientes aleatorios (RCL), recuperación del servicio. Double deviations, consumer complaining behavior (CCB), multinomial logit models with random coefficients (RCL), service recovery.

The negative effects of failed service recoveries

Research has shown that more than half of attempted recovery efforts fail, producing a ‘double deviation’ effect. Surprisingly, these double deviation effects have received little attention in marketing literature. This paper examines what happens after these critical encounters, which behavior or set of behaviors the customers are prone to follow and how customers’ perceptions of the firm’s recovery efforts influence these behaviors. For the analysis of choice of the type of response (complaining, exit, complaining and exit, and no-switching), we estimate multinomial Logit models with random coefficients (RCL). The results of our study show that magnitude of service failure, explanations, apologies, perceived justice, angry and frustration felt by the customer, and satisfaction with service recovery have a significant effect on customers’ choice of the type of response. Implications from the findings are offered.La investigación ha mostrado que más de la mitad de los intentos de recuperación tras el fallo de un servicio fracasan, lo que produce un efecto de ‘desviación doble’. Sorprendentemente, estos efectos de desviación doble han recibido muy poca atención en la literatura de marketing. Este trabajo analiza qué ocurre tras estos encuentros críticos, ¿qué comportamiento o conjunto de comportamientos tienden a seguir lo clientes? y ¿cómo afectan a estos comportamientos las percepciones de los clientes acerca del problema y de los esfuerzos de recuperación de la empresa?. Para el análisis del tipo de respuesta (queja, abandono, queja y abandono, y no cambiar de entidad), estimamos modelos Logit multinomiales con coeficientes aleatorios (RCL). Los resultados de nuestro estudio muestran que la magnitud del fallo inicial, las explicaciones y disculpas recibidas tras el mismo, la justicia percibida en la gestión de la queja, la frustración y el enfado que siente el cliente y la satisfacción con el proceso de recuperación, tienen un efecto significativo en la elección de los clientes del tipo de respuesta de queja. Finalmente, se ofrecen implicaciones para la gestión.This research was financed by the Instituto Valenciano de Investigaciones Económicas (IVIE), Spain

Family care provided by immigrant women and its impact on the quality of care and health

Objetivo: Comprender las repercusiones del cuidado familiar ejercido por inmigrantes contratadas en régimen interno, en la salud de ellas mismas, de las personas mayores dependientes y de sus familias, en Sevilla. Método: Se dise˜nó un estudio cualitativo, utilizando entrevistas en profundidad a informantes-clave, cuidadoras inmigrantes, personas mayores dependientes y familias, y grupos de discusión de profesionales sanitarios. El estudio se realizó en Sevilla entre los a˜nos 2006 y 2008. Unidad de observación: familias con mayores dependientes a su cargo y cuidadora inmigrante interna contratada. Unidades de análisis: salud, cuidados, dependencia, género, etnia y clase social. El análisis de categorías, predeterminadas y emergentes, se realizó con QSR NUD*ISTVivo1.3. Tras llegar a la saturación, se triangularon disciplinas, investigadoras, fuentes y técnicas, para enriquecer y validar los resultados. Resultados: En la salud de las cuidadoras inmigrantes influyen, fundamentalmente, la repercusión del trabajo de cuidar y el proceso migratorio. Las relaciones interpersonales son el factor que más influye en la salud de todas las personas implicadas. Conclusiones: El cuidado familiar encargado a mujeres inmigrantes, unido al duelo migratorio, tiene importantes repercusiones en su salud. Si las relaciones interpersonales son de buen trato e igualitarias, se constituyen como factor de protección para todas las personas en contacto. © 2011 SESPAS. Publicado por Elsevier España, S.L. Todos los derechos reservados.Objective: To understand the effects of care within the family provided by live-in female immigrants on elderly dependents and their families and the carers themselves in Seville (Spain). Methods: We designed a qualitative study using in-depth interviews of key informants, immigrant care workers, elderly dependents and their families, and discussion groups composed of health professionals. The study was carried out in Seville between 2006 and 2008. The observation unit consisted of the families of elderly dependents with a live-in female immigrant care worker. The analysis units were health, care, dependence, gender, ethnicity and social class. Category analysis was carried out using QSRNUD* ISTVivo1.3. After saturation, we triangulated among disciplines, researchers, sources and techniques to validate the results. Results: The most important factors for carers’ health were the migration process and care tasks. Interpersonal relationships constituted the principal factor affecting the health of all involved. Conclusions: The care tasks provided by immigrant women, together with the migration process, have an important impact on their health. Good and egalitarian interpersonal relationships are a protective factor for health. © 2011 SESPAS. Published by Elsevier España, S.L. All rights reserved

Literature review of the family care provided by immigrant women

Objetivo Cuantificar y caracterizar la producción científica sobre los cuidados familiares prestados por las mujeres inmigrantes. Métodos Búsqueda, en abril de 2008, sin límite de fechas, en las principales bases de datos nacionales e internacionales: Web of Science, Current Contents Connect, ISI Proceedings, MedLine, CINAHL, PsycInfo, EMBASE, IME, ISOC y CUIDEN. Se revisaron los resúmenes y se excluyeron los que no se refirieran al objeto de estudio o no estuvieran en inglés, francés o español. De los incluidos se revisó la bibliografía para detectar otros. Se identificaron y analizaron diversas variables: tipo de artículo, tema principal, país del autor principal y año de publicación. Se realizó un análisis de contenido, utilizando como categorías los temas tratados. Resultados Se hallaron 191 trabajos y se excluyeron 178. Los 13 analizados tratan sobre diferencias entre cuidado formal e informal (2), factores determinantes (4), necesidad epistemológica (3), beneficios de este tipo de cuidados (5), necesidad de educación para la salud/formación (4), necesidad de apoyo institucional/político (2), inmigración y salud (6), y relación cuidadoras/cuidadas (4). Hay cinco revisiones literarias, seis estudios descriptivos, una investigación cualitativa y una experiencia. Dos fueron publicados antes de 2002, ocho entre 2003 y 2005, y tres entre 2006 y 2008. La mayoría son españoles (9/13). Conclusiones La escasez de trabajos confirma que la contratación de personas inmigrantes para el cuidado es una realidad nueva e invisible. La mayoría destaca sus beneficios. No hay patrón dominante de temas. Existe una gran diversidad metodológica y los escasos estudios analíticos podrían indicar que es una investigación incipiente. Sería necesario potenciar estudios sobre estos cuidados. --------------------------------------------------------------------------------Objective To quantify and characterize the scientific production on the family care provided by immigrant women. Methods A literature search was performed in April 2008 with no date limits in the main national and international databases: Web of Science, Current Contents Connect, ISI Proceedings, MedLine, CINAHL, PsycoInfo, EMBASE, IME, ISOC and CUIDEN. Summaries were reviewed by excluding those that did not relate to the subject of this study and those that were not in English, French or Spanish. The references of all included articles were also reviewed to detect other relevant publications. Several variables were identified and analyzed: type of article, main topic, country of the first author, and year of publication. A content analysis was performed, using the topics as categories. Results A total of 191 articles were retrieved and 178 were excluded. The 13 included articles analyzed differences in formal and informal care (2), determinant factors (4), epistemological needs (3), the benefits of this kind of care (5), the need for health education/training (4), the need for political/institutional support (2), immigration and health (6), and the carer/cared for relationship (4). There were five non-systematic reviews, six descriptive studies, one qualitative study and one experience. Two articles were published before 2002, eight between 2003–2005, and three between 2006–2008. Most of the studies were performed in Spain (9/13). Conclusions The scarcity of articles confirms that recruitment of immigrants as caregivers is a new and invisible reality. Most of these studies highlight the benefits of this type of care. There is no dominant pattern of topics and the methodology varies widely. The few analytical studies may indicate that this topic is only beginning to be researched. Investigation into this form of care should be stimulated

The differentiated effects of CSR actions in the service industry

Purpose – The purpose of this study is to attempt to explain why the impact of Corporate Social Responsibility (CSR) initiatives may be different and/or more important in service firms compared to manufacturing firms. CSR is becoming a common strategy, hence its extensive research. Central to it is the analysis of the effect of CSR on a firm’s performance, whose outcome depends on firm-specific and industry-related factors. Design/methodology/approach – The event study methodology is applied to all the 248 companies that have ever traded on the Spanish Stock Market between 1990 and 2007. A regression analysis examines potential different effects of CSR on service and goods firms. Findings – The results show that CSR activities have a positive impact on firm performance that is higher for service firms than for manufacturing firms. Actions related to the environment, responsible labor relationships and good corporate governance are especially important in the service context. Research limitations/implications – This research is focused on shareholders’ performance, but it does not consider other stakeholders, such as real consumer behavior or employees’ commitment and productivity. Practical implications – Service firms are likely to gain from focusing on some CSR activities (environment, employees and good corporate governance) and should use their responsible behavior as a valuable tool for public relations and differentiation in the market. Originality/value – This article is the first attempt to empirically test and explain why the relationship between CSR and firm performance may be different (more positive) for service vs manufacturing firms.The authors would like to thank the Spanish Ministry of Science for financially supporting this research under Contract No. ECO2008-05487

Smart tourism city governance: exploring the impact on stakeholder networks

Purpose – Building on new trends in tourism and smart city governance, this study aims to examine the degree of interrelation between stakeholder networks involved in tourism governance and smart city development. A model describing the transition towards smart tourism city governance is proposed. Design/methodology/approach – The proposed model is tested through a multiple case study of seven European cities. This choice of sample makes the study highly representative. Data collection is based on an exhaustive search and analysis of available data on smart city initiatives, destination management organisations and tourism plans. Social network analysis using Gephi software is used to build stakeholder networks. Findings – Analysis of the stakeholder networks that shape tourism governance and smart initiatives in several cities reveals a disconnection between the two types of networks. The results show limited progress towards the expected synergies of true smart tourism city governance. Practical implications – Theoretically, the study contributes to the debate on new forms of governance for the complex evolution of urban tourism. In practice, the relationship between tourism governance and smart city initiatives needs to be redefined to achieve synergies that increase the inclusiveness and efficiency of urban tourism policies. Originality/value – This study examines the under-researched topic of the interrelation between tourism governance and smart city initiatives. By comparing the networks of actors resulting from these two processes, it assesses the extent to which this interrelation helps the emergence of new governance models (smart tourism city governance)

Expanding our understanding of cruise visitors' expenditure at destinations: The role of spatial patterns, onshore visit choice and cruise category

Cruise tourism is an important and growing source of visitors to destinations. To expand our knowledge of this phenomenon, this study incorporates three new drivers into the analysis of the expenditure patterns of cruise passengers at destinations, namely, spatial intra-destination behavior (single node, multiple node, or hinterland), onshore visit choice (independent or guided), and cruise category (standard, premium, luxury, or exclusive). The study uses quantile regression to unearth the intricacies of the proposed relationships and a dataset that combines GPS tracking technologies and traditional surveys. Results suggest that the mobility pattern, onshore visit choice, and time spent at a destination of cruise visitors have significant effects on their expenditures. However, these effects vary along with the level of expenditure, whereas cruise category does not exert a clear effect on expenditure. The implications for destination management organizations are also discussed.Research carried out within the project “Analysis of planning processes applied to smart cities and smart tourism destinations. Balance and methodological proposal for tourist spaces: Smart Tourism Planning” (CSO2017-82592-R) under the Spanish National R&D&I Plan funded by the Ministry of Economy, Industry and Competitiveness/[UAFPU2016-014]

Cost-effectiveness analysis of antipsychotics in reducing schizophrenia relapses

BACKGROUND: Schizophrenia is a severe form of mental illness which is associated with significant and long-lasting health, social and financial burdens. The aim of this project is to assess the efficiency of the antipsychotics used in Spain in reducing schizophrenia relapses under the Spanish Health System perspective. MATERIAL AND METHODS: A decision-analytic model was developed to explore the relative cost-effectiveness of five antipsychotic medications, amisulpride, aripiprazole, olanzapine, paliperidone Extended-Release (ER) and risperidone, compared to haloperidol, over a 1-year treatment period among people living in Spain with schizophrenia. The transition probabilities for assessed therapies were obtained from the systemic review and meta-analysis performed by National Institute for Health and Clinical Excellence (NICE). RESULTS: Paliperidone ER was the option that yielded more quality-adjusted life years (QALYs) gained per patient (0.7573). In addition, paliperidone ER was the least costly strategy (€3,062), followed by risperidone (€3,194), haloperidol (€3,322), olanzapine (€3,893), amisulpride (€4,247) and aripiprazole (€4,712). In the incremental cost-effectiveness (ICE) analysis of the assessed antipsychotics compared to haloperidol, paliperidone ER and risperidone were dominant options. ICE ratios for other medications were €23,621/QALY gained, €91,584/QALY gained and €94,558/QALY gained for olanzapine, amisulpride and aripiprazole, respectively. Deterministic sensitivity analysis showed that risperidone is always dominant when compared to haloperidol. Paliperidone ER is also dominant apart from the exception of the scenario with a 20% decrease in the probability of relapses. CONCLUSIONS: Our findings may be of interest to clinicians and others interested in outcomes and cost of mental health services among patients with schizophrenia. Paliperidone ER and risperidone were shown to be dominant therapies compared to haloperidol in Spain. It is worthwhile to highlight that schizophrenia is a highly incapacitating disease and choosing the most appropriate drug and formulation for a particular patient is crucial. The availability of more accurate local epidemiological data on schizophrenia would allow a better adaptation of the model avoiding some of the assumptions taken in our work. Future research could be focused on this

Industry-specific effect of CSR initiatives: hotels and airlines

Purpose – This study aims to examine the relationships between a firm's corporate social responsibility (CSR) activities and its performance and risk. The authors hypothesize that industry-level effects are highly determinant of the sign and magnitude of these relationships to establish a ranking of industries to identify the position of the most prominent tourism-related industries: hotels and airlines. Based on the cybernetic model of decision making and the heuristics thereof, shareholders base their investment decisions derived from CSR announcements on the idea that the industries behave differently; their fixed costs being a relevant factor. Design/methodology/approach – The authors estimate the industry-specific effects of CSR initiatives on firms' performance and risk using a sample of 583 announcements from the Spanish Stock Market. Findings – The results show that while CSR announcements have a positive effect on performance when the authors do not account for industry-specific factors, once the authors incorporate these factors into the analysis, the authors find that firm performance and risk vary quite substantially as a function of the industry to which the firm belongs. Interestingly, while the hotel industry presents an average behavior (standing at 9th position in returns, 15th in terms of risk, and 8th according to the ratio returns/volatility), the airline industry presents the worst situation of all industries: last in performance and last in risk. Practical implications – The results help managers assess their decisions and allocate CSR resources optimally. Originality/value – This article is the first attempt to empirically test and comprehensively detect the different relationships between CSR and firm performance across industries.The authors gratefully acknowledge the financial support (ECO0805487) provided by the Spanish Ministerio de Ciencia e Innovación