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Article
Publication date: 24 July 2007

Ana B. Casado‐Díaz, Francisco J. Más‐Ruiz and Hans Kasper

Research has shown that more than half of attempted recovery efforts only reinforce dissatisfaction, producing a “double deviation” effect. Surprisingly, these double…

Abstract

Purpose

Research has shown that more than half of attempted recovery efforts only reinforce dissatisfaction, producing a “double deviation” effect. Surprisingly, these double deviation effects have received little attention in service marketing literature. To fill this gap, this paper aims to develop and empirically test a model of how customers form satisfaction judgments in double deviation scenarios. The paper seeks to propose that emotions have a distinct and separate influence from perceived justice in explaining satisfaction with failed recovery.

Design/methodology/approach

The paper employs the critical incident technique to obtain data from banking customers and apply latent variable path analysis to test the proposed model.

Findings

The results of the study support the model and highlight the important role of specific recovery‐related emotions in double deviation contexts.

Research limitations/implications

Future research should try to determine whether different specific negative emotions and/or the interactional and procedural components of justice affect post‐recovery judgments in double deviation scenarios.

Practical implications

The results show that specific emotions such as anger play an important role in explaining satisfaction with service recovery. The paper proposes that in future, customer satisfaction surveys could include items measuring specific emotions. This could increase their efficiency as managerial tools.

Originality/value

To the authors' knowledge, this has been the first attempt to model the effect of specific emotions triggered by the service recovery on satisfaction with service recovery and to empirically test a model of satisfaction with service recovery in double deviation scenarios. Furthermore, this study is based on the analysis of real service failures and recovery strategies.

Details

International Journal of Bank Marketing, vol. 25 no. 5
Type: Research Article
ISSN: 0265-2323

Keywords

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Article
Publication date: 1 April 1994

Jacky Young, Debbie Collins and Kerry Keel

Unicorn and STILAS are multiuser client/server systems developed in and for the Unix environment to automate all aspects of information management, from cataloging and…

Abstract

Unicorn and STILAS are multiuser client/server systems developed in and for the Unix environment to automate all aspects of information management, from cataloging and authority control to intelligent access of non‐SIRSI databases. In keeping with the client/server concept, SIRSI has introduced a graphical user interface (GUI) to Unicorn and STILAS. The SIRSI system provides a path to information both inside and outside the library. SIRSI provides a standard interface, an “Intelligent Interface” client to diverse database systems and other vendors' library automation systems. SIRSI's Reference Database Managers provide an intelligent connection to locally mounted reference databases. SIRSI's VIZION, a stand‐alone desktop client, provides an automatic graphical user interface to hundreds of online sources of information and services available through the Internet and via modem. Furthermore, SIRSI has recently introduced WebCat, which facilitates mounting and access to the complete catalogs and other services of libraries over the Internet's World Wide Web.

Details

Library Hi Tech, vol. 12 no. 4
Type: Research Article
ISSN: 0737-8831

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Article
Publication date: 1 October 1998

Georgios I. Zekos

Discusses the Bill of Lading and its differences under UK, US and Greek law. Bases the paper on the fact that, under UK and US law, property in the goods sold passes from…

Abstract

Discusses the Bill of Lading and its differences under UK, US and Greek law. Bases the paper on the fact that, under UK and US law, property in the goods sold passes from seller to buyer when the parties intend to pass it (regardless of whether or not delivery actually took place); whereas, under Greek law, ownership of goods passes from seller to buyer only if the intention to pass goods is supported by actual delivery. Asserts that this difference in national law causes problems in international trade. Explores the law in more depth, citing a number of cases and quoting legal precedents. Concludes that the intention of the parties concerned should be taken into consideration.

Details

Managerial Law, vol. 40 no. 5
Type: Research Article
ISSN: 0309-0558

Keywords

Content available
Article
Publication date: 25 January 2021

Ana Paula Castelo Branco, Maria Teresa Bianchi and Manuel Castelo Branco

This paper aims to examine the relationship between board demographic diversity and human rights reporting for a sample of large Western European companies.

Abstract

Purpose

This paper aims to examine the relationship between board demographic diversity and human rights reporting for a sample of large Western European companies.

Design/methodology/approach

Grounded on resource dependence theory, the authors hypothesize that greater gender, age and nationality diversities will translate into enhanced levels of human rights reporting. The authors use ordinal logistic regression analysis to analyze the association between these types of board diversity and such reporting.

Findings

The findings suggest that the companies in the sample attribute little importance to the reporting of information pertaining to the issue of human rights. They also suggest that only the diversity of nations represented in the board of directors is significant in explaining this type of reporting.

Research limitations/implications

The sample includes only large companies from Western Europe and the analysis covers only one year.

Originality/value

To the best of the authors’ knowledge, this study provides the first empirical analysis of factors influencing human rights reporting conducted on a multiple-country setting. It is also the first investigating the association between boards of directors’ demographic diversity and such reporting.

Details

PSU Research Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2399-1747

Keywords

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Article
Publication date: 1 June 2005

Kylie Redfern

An individual’s ethical ideology has been identified as one of the key components in fluencing ethical decision making in organisations. The Ethics Position Questionnaire…

Abstract

An individual’s ethical ideology has been identified as one of the key components in fluencing ethical decision making in organisations. The Ethics Position Questionnaire is designed to measure ethical ideology in relation to two dimensions, namely Idealism and Relativism. This study investigates the factor structure of this measure in a sample of Chinese managers, and compares the dimensions found to those found in the original study. In addition, a regional comparison is under taken and the results show that there are significant differences in ethical ideology across different regions in China. These results are discussed and suggestions for future research are made.

Details

Cross Cultural Management: An International Journal, vol. 12 no. 2
Type: Research Article
ISSN: 1352-7606

Keywords

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Article
Publication date: 1 January 1993

Beth Clewis

In a world in which “England's green and pleasant land” sets the standard for garden excellence, gardeners in much of the United States will struggle in vain to adapt the…

Abstract

In a world in which “England's green and pleasant land” sets the standard for garden excellence, gardeners in much of the United States will struggle in vain to adapt the British style to their own volatile climates. American regional gardening literature offers a new vision to help gardeners throughout the United States select plants suited to their climates (especially native plants) and use techniques to prevent losses to cold, heat, humidity, or drought. The resulting gardens may not always resemble the traditional English her baceous border, but their beauty and vigor will enhance the often monotonous American suburban landscape.

Details

Reference Services Review, vol. 21 no. 1
Type: Research Article
ISSN: 0090-7324

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Article
Publication date: 1 February 2011

Ana B. Casado, Juan L. Nicolau and Francisco J. Mas

This paper aims to examine which behaviour or set of behaviours customers are prone to follow in double deviation scenarios (i.e. consumption experiences in which…

Abstract

Purpose

This paper aims to examine which behaviour or set of behaviours customers are prone to follow in double deviation scenarios (i.e. consumption experiences in which customers face both the initial service failure and a failed service recovery), as well as how customers' perceptions of the problem and the firm's recovery efforts may influence these behaviours.

Design/methodology/approach

The paper uses multinomial logit models with random coefficients to test the proposed model.

Findings

Magnitude of service failure, explanations, apologies, perceived justice, anger and frustration felt by the customer, and satisfaction with the service recovery have significant and different effects on customers' choice of a type of response.

Research limitations/implications

Additional research should try to determine the effects of different variables and their potential interactions. Further work incorporating different subjects, service settings or additional combinations of complaining behaviours is needed to validate the results of this investigation.

Practical implications

This study highlights the importance of effective management of consumer responses to double deviations. Even when it is not possible to respond to customer complaints the first time, firms can learn from double deviations. Furthermore, new market entrants and competitors who want to capture consumer switchers should recognise what happened and try to avoid making the same mistakes.

Originality/value

This study is the first to examine the consequences of double deviations by considering the multi‐dimensional nature of complaint behaviour and the existence of simultaneous responses. This study is based on analyses of real service failures and recovery strategies and actual customer behaviour.

Details

International Journal of Bank Marketing, vol. 29 no. 1
Type: Research Article
ISSN: 0265-2323

Keywords

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Article
Publication date: 1 January 1992

A. Coskun and Cheryl J. Frohlich

Considers the dehumanization and weak service performance in thebanking industry as it seeks to increase its efficiency. Argues thatsince customers are demanding more…

Abstract

Considers the dehumanization and weak service performance in the banking industry as it seeks to increase its efficiency. Argues that since customers are demanding more humanized banking, banks must narrow this gap between supply and demand by evaluating their marketing deficiencies and becoming more proactive. Considers a model for developing a bank′s effectiveness and improving customer satisfaction, thus developing a competitive edge.

Details

Journal of Services Marketing, vol. 6 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

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Article
Publication date: 21 November 2016

Arun Kumar Tarofder, Seyed Rajab Nikhashemi, S.M. Ferdous Azam, Prashantini Selvantharan and Ahasanul Haque

The purpose of this paper is to examine the effect of explanation on customer satisfaction in the service failure stage. It seeks to better understand the dynamics of…

Abstract

Purpose

The purpose of this paper is to examine the effect of explanation on customer satisfaction in the service failure stage. It seeks to better understand the dynamics of consumer repurchase intention through a mediating effect of customer satisfaction.

Design/methodology/approach

A structured questionnaire was e-mailed to collect the primary data. With three reminders, this study managed to obtain 322 responses from customers who complained about their internet service in Malaysia. Structural equation modelling techniques were applied to examine both direct and mediating effects between variables.

Findings

Results reveal that all four dimensions of explanation have significant partial mediating effect on repurchase intention through customer satisfaction. Results also disclose that there is no significant relationship between excuse and customer satisfaction in service failure. Among all dimensions, reference and apology have higher influence on repurchase intention through customer satisfaction.

Research limitations/implications

The results are particularly valuable for managers, as it supports the role of using explanation as a practical tool for fostering positive and profitable outcomes like repeat customer purchases.

Practical implications

The findings of this study will help organisations rethink their explanation strategies with the eye to foster greater customer repurchase intention.

Originality/value

The results are particularly valuable for managers, as they support the role of using explanation as a practical tool for fostering positive and profitable outcomes like repeat customer purchases.

Details

International Journal of Quality and Service Sciences, vol. 8 no. 4
Type: Research Article
ISSN: 1756-669X

Keywords

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Article
Publication date: 1 April 1987

Tyrrell Marris

Now that we have reviewed the basic reports, the published special reports and the discussions of the working groups let us see what can be high‐lighted as a conclusion…

Abstract

Now that we have reviewed the basic reports, the published special reports and the discussions of the working groups let us see what can be high‐lighted as a conclusion. How has this Congress advanced the science of tourism applied to mega‐attractions and to mega‐events?

Details

The Tourist Review, vol. 42 no. 4
Type: Research Article
ISSN: 0251-3102

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