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Book part

Hanna Jokinen-Gordon and Jill Quadagno

This chapter examines social variations in parent dissatisfaction with children’s medical care and tests whether greater dissatisfaction is associated with less preventive…

Abstract

Purpose

This chapter examines social variations in parent dissatisfaction with children’s medical care and tests whether greater dissatisfaction is associated with less preventive care and unmet medical need.

Methodology/approach

The 2007 National Survey of Children’s Health (NSCH) is a nationally representative cross-sectional sample of parents of U.S. children age 0–17 years (N=78,523). We use a combination of ordinary least squares (OLS) and binary logistic regression to analyze parent dissatisfaction, preventive care, and unmet medical need.

Findings

Our results indicate that parents’ dissatisfaction scores are significantly higher for racial/ethnic minorities, non-English speakers, lower socioeconomic status (SES) respondents, and the uninsured. Furthermore, parent dissatisfaction has a significant and robust association with lack of preventive care and reports of unmet medical need.

Research limitations/implications

Due to the cross-sectional research design, we were unable to determine whether dissatisfaction caused parents to delay children’s medical care, thus resulting in a lack of annual preventive care and greater unmet needs.

Originality/value of chapter

Although there is extensive research on adult perceptions of their own medical care, few sociological studies have examined parents’ perceptions about their children’s care. Yet, there is substantial evidence that parents transmit health-related attitudes, beliefs, and behaviors to their children. As with adult patients, parent satisfaction with their child’s medical care is stratified by social characteristics; however, we also find a strong association between dissatisfaction and use of other important health services. It may be the case that when parents feel that they did not receive satisfactory care, they are more likely to delay, or to forgo, preventive and other health services.

Details

Social Determinants, Health Disparities and Linkages to Health and Health Care
Type: Book
ISBN: 978-1-78190-588-3

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Article

Hyekyung Park, Minwoo Lee and Ki-Joon Back

This paper aims to explore the underlying structure of wellness in upper-upscale and luxury hotels and the roles wellness attributes play in customer satisfaction and…

Abstract

Purpose

This paper aims to explore the underlying structure of wellness in upper-upscale and luxury hotels and the roles wellness attributes play in customer satisfaction and dissatisfaction.

Design/methodology/approach

This study uses a mixed methods approach consisting of content analysis and social media analytics. In Study 1, the authors integrate and review the structure of wellness attributes by conducting a literature review on prior research on wellness and analyzing websites of upper-upscale and luxury hotels. In Study 2, the authors implement text analytics and regression analysis to determine the roles of wellness attributes in customer satisfaction and dissatisfaction by examining the final data gathered from 141,973 reviews of 226 upper-upscale and luxury hotels in NYC.

Findings

This research introduces the underlying structure of wellness in the upper-upscale and luxury hotels. Findings demonstrate a significant relationship between wellness attributes and customer satisfaction/dissatisfaction. This study shows each wellness attribute’s specific roles in customer satisfaction and dissatisfaction through the Kano model.

Research limitations/implications

The current study extends the research on wellness by discovering the underlying structure of wellness in the upper-upscale and luxury hotels. Based on the Kano Model, the study reveals specific roles of wellness attributes regarding their dichotomous impact on customer satisfaction and dissatisfaction. The study makes a novel approach to the topic of wellness through a mixed methods approach consisted of content analysis and social media analytics. Analyzing online customer reviews derived from TripAdvisor.com, the study provides an in-depth insight and understanding of customers’ perceptions of wellness attributes.

Practical implications

The study guides hotel operators to perform wellness attributes by defining the unique roles of wellness attributes in customer satisfaction and dissatisfaction. Using the findings of the current study, hotel operators can prioritize wellness attributes regarding their core strategies and provide satisfying wellness attributes to customers.

Originality/value

Prior research merely focuses on hotels in wellness destinations or wellness-focused hotels with a lack of research on wellness offered in the general lodging industry. This research fills the gap by discovering the underlying wellness structure embedded in the general lodging industry, specifically in the upper-upscale and luxury hotels.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 1
Type: Research Article
ISSN: 0959-6119

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Article

Saehya Ann and Shane C. Blum

This study aims to use Herzberg’s two-factor theory and attempted to discover, which motivational factors are the best predictors of senior employees’ job satisfaction and…

Abstract

Purpose

This study aims to use Herzberg’s two-factor theory and attempted to discover, which motivational factors are the best predictors of senior employees’ job satisfaction and dissatisfaction and turnover intentions. The study also verified the two-factor theory’s validity.

Design/methodology/approach

This study used a Web-based, self-administered survey method with measurements developed specifically for this study. Structural equation modeling using confirmatory factor analysis was conducted to test the hypotheses.

Findings

The two factors that had significantly positive effects on job satisfaction were recognition and the work itself. Interestingly, achievement had a significantly negative effect on job satisfaction. The four hygiene factors that had a significantly negative effect on job dissatisfaction were technical supervision, personal life, status and job security. Job satisfaction had a significantly negative effect on turnover intention, while job dissatisfaction had a significantly positive effect on the variable, which supported Herzberg’s theory.

Research limitations/implications

Although quantitative research is the most useful research tool and is used most widely, the method can provide only limited information, while qualitative research might provide further information that would allow us to understand the relation between motivation, job satisfaction and turnover intentions better from different perspectives. Future research using Herzberg’s interview method would be helpful to obtain more detailed information regarding these factors.

Originality/value

This study is one of the first to use both job satisfaction and dissatisfaction separately to explore the relations among senior citizen employees’ motivators, hygiene factors, job satisfaction and dissatisfaction and turnover intentions in the hospitality industry, as most previous studies have used job satisfaction alone. This study’s empirical findings of the validity of Herzberg’s two-factor theory in this context prove that the theory remains applicable in a new environment six decades after its original development.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 1
Type: Research Article
ISSN: 0959-6119

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Article

Hai-jiang Wang, Xiao Chen and Chang-qin Lu

Career dissatisfaction can be defined as an unpleasant or a negative emotional state that results from the appraisal of one’s career. This negative affective appraisal…

Abstract

Purpose

Career dissatisfaction can be defined as an unpleasant or a negative emotional state that results from the appraisal of one’s career. This negative affective appraisal might motivate an individual to take actions to improve the situation. This paper examines career dissatisfaction as a trigger for employee job crafting in terms of altering the task and the relational boundaries of the work.

Methodology/methodology/approach

The paper further theorizes that employee contextual resource (i.e., job social support) and personal resource (i.e., occupational self-efficacy) will interact with career dissatisfaction to result in job crafting. Two-wave data were collected from a sample of 246 Chinese employees.

Findings

As hypothesized, employees with career dissatisfaction exhibited the highest levels of task and relational job crafting when they received adequate support from coworkers and supervisors and were confident about their occupational abilities.

Originality/value

The findings suggest that under certain conditions employee career dissatisfaction could be transformed into proactive work behavior (i.e., job crafting).

Details

Career Development International, vol. 25 no. 4
Type: Research Article
ISSN: 1362-0436

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Article

Tong Che, Meng Ji, Xiabing Zheng and Bo Feng

The online-to-offline (O2O) business is developing rapidly and is highly popular in many countries. Nevertheless, O2O suffers from a large number of customer complaints…

Abstract

Purpose

The online-to-offline (O2O) business is developing rapidly and is highly popular in many countries. Nevertheless, O2O suffers from a large number of customer complaints that result in consumer loss. Focusing on the O2O context, this study integrates expectation disconfirmation theory (EDT) and justice theory to investigate consumers' dissatisfaction toward O2O websites.

Design/methodology/approach

A research model was proposed and tested using 329 survey responses.

Findings

Results show that the identified website disconfirmation and offline service disconfirmation could lead to consumer dissatisfaction. Importantly, the impacts of disconfirmation factors are contingent upon the justice perception of consumers. When a transaction is perceived as unfair, website disconfirmation arouses a higher level of dissatisfaction, and the negative emotions could transfer from O2O and damage the website's reputation.

Originality/value

This study explores the continuance intentions of customers toward O2O websites from a dissatisfaction perspective, with insights for future service studies and O2O service managers.

Details

Asia Pacific Journal of Marketing and Logistics, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1355-5855

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Article

Paula J. Haynes

Though often considered a critical factor in predicting venture success, past research into the effects of founder experience has often produced mixed results. What…

Abstract

Though often considered a critical factor in predicting venture success, past research into the effects of founder experience has often produced mixed results. What factors influence founders’ decisions to use, or not use, experience they possess? This study examines the role job dissatisfaction might play in a founder's decision to leverage multiple types of experience (sector, entrepreneurial, role model and education) on external (sales performance) and internal (founder intrinsic satisfaction) outcomes. Greater dissatisfaction was associated with decreased likelihood of founders building on sector experience. While dissatisfaction influenced the use of experience, greater experience levels did not consistently account for higher levels of venture sales performance. Moreover, no differences were found in founders’ intrinsic satisfaction, regardless of sales performance. The differing results in the two outcome measures suggest potential differences in the goals and consequent actions of entrepreneurs in the study. By examining multiple types of experience, and what might moderate founders’ use of that experience, these findings provide additional insights into the entrepreneurial process.

Details

International Journal of Entrepreneurial Behavior & Research, vol. 9 no. 3
Type: Research Article
ISSN: 1355-2554

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Article

Concepción Varela‐Neira, Rodolfo Vázquez‐Casielles and Víctor Iglesias

Preferential treatment of selected customers is one of the strategies employed by companies seeking to implement relationship marketing. However, it remains unclear…

Abstract

Purpose

Preferential treatment of selected customers is one of the strategies employed by companies seeking to implement relationship marketing. However, it remains unclear whether or not this policy negatively affects relationships with customers not receiving the above‐mentioned preferential treatment, as existing literature focuses, for the most part, on the beneficiaries. The purpose of this paper is to study whether or not the perception of lack of preferential treatment has a positive impact on dissatisfaction following a service failure, after accounting for the effects of attribution.

Design/methodology/approach

The sample used in this paper consists of 344 subjects who, over the last six months, have experienced service failures. The data are collected via personal interviews using a structured survey. Structural equation modelling is employed in order to test the relationship between lack of preferential treatment and dissatisfaction.

Findings

The results of this investigation indicate that lack of preferential treatment has an additional explanatory power with regard to customer dissatisfaction, after considering the effects of attributions, and that negative emotions have a mediation effect on the relationship between these cognitive antecedents and the aforementioned dissatisfaction.

Research limitations/implications

This paper examines only one service context; as a consequence, caution is needed when generalizing the results.

Practical implications

Given the findings of this paper, managers are advised to consider the “merits” of preferential treatment to help strengthen customer relationships.

Originality/value

This paper provides an initial step towards understanding the impact of systematic and deliberate use of preferential treatment as a relationship marketing strategy from a non‐beneficiaries perspective.

Details

Journal of Service Management, vol. 21 no. 1
Type: Research Article
ISSN: 1757-5818

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Article

Titus Oshagbemi

Several articles have reported and discussed the job satisfaction and dissatisfaction of workers in miscellaneous organizations. However, very few empirically‐supported…

Abstract

Several articles have reported and discussed the job satisfaction and dissatisfaction of workers in miscellaneous organizations. However, very few empirically‐supported explanations have been given to explain job satisfaction or dissatisfaction. Probes into explanations for job satisfaction and dissatisfaction in higher education using content analytical methodologies. Finds that teaching and research‐related activities contribute significantly to both job satisfaction and dissatisfaction of university teachers. Finds also that several miscellaneous dimensions of the jobs of the workers, such as relative job security and changes in university funding mechanisms, contribute to satisfaction and dissatisfaction respectively. Discusses these findings in the light of the two‐factor theory and the situational occurrences theory of job satisfaction.

Details

Education + Training, vol. 39 no. 9
Type: Research Article
ISSN: 0040-0912

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Article

Anders Fundin and Mattias Elg

The purpose of this paper is to explore routes of dissatisfaction feedback transferrals within a Swedish machine industry segment. The study focuses upon transferrals from…

Abstract

Purpose

The purpose of this paper is to explore routes of dissatisfaction feedback transferrals within a Swedish machine industry segment. The study focuses upon transferrals from dissatisfied users to the product development organizations. There is also an interest in determining whether the feedback is reliable and, if not, how to improve the reliability of this information to create a better basis for decision‐making.

Design/methodology/approach

The paper presents the results from a qualitative interview‐based study of 16 product development organizations and their customer dissatisfaction feedback systems. About 84 percent of the companies within a machine industry segment in Sweden are covered. Based on the empirical investigation, a typology describes four different dissatisfaction feedback constructs, depending on whether the feedback system is active or passive, and on whether the feedback is codified or personalized.

Findings

The study indicates that parallel usage of codified and personalized dissatisfaction feedback, compared to using these transferrals in isolation only, improves reliability of dissatisfaction information and puts product developers in a better position when deciding on future actions. However, a real challenge is how to turn passive dissatisfaction routes into active ones. Managing passive dissatisfaction routes with service personnel and call centres as knowledge carriers more actively in product development can certainly reveal many of the hidden needs of users.

Originality/value

Our project is essentially managerial, aiming to provide managers and other decision‐makers with a framework to establish reliable and adequate customer feedback systems for more effective product development.

Details

International Journal of Quality & Reliability Management, vol. 23 no. 8
Type: Research Article
ISSN: 0265-671X

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Article

Paulo Aguiar do Monte

The purpose of this paper is to investigate the relationship between job dissatisfaction and gender using an objective behavioural measure variable for dissatisfaction.

Abstract

Purpose

The purpose of this paper is to investigate the relationship between job dissatisfaction and gender using an objective behavioural measure variable for dissatisfaction.

Design/methodology/approach

A monthly household panel structure was drawn from the Brazilian labour market, and a variety of econometric methodologies was applied.

Findings

This finding contradicts most articles published on the subject and corroborates the theoretical argument that women tend to be more risk-averse than men in the rates of labour turnover.

Research limitations/implications

There are no sample surveys to address issue directly, thereby restricting the analyses to an individual study case. The concept of relative dissatisfaction is adopted, which can lead to either underestimation or overestimation, although this possibility has not been proven according to the sensitivity analysis applied.

Originality/value

The paper contributes to the literature by carrying out the first empirical analysis on the relationship between job satisfaction and gender using a categorial variable, which minimises the bias of subjectivity (psychological factors) since it is associated with employees’ attitude (what they do) rather than their opinion (what they say) about job dissatisfaction. The paper uses appropriate econometric methods to measure job dissatisfaction. The results differ from most published articles on the subject.

Details

International Journal of Social Economics, vol. 46 no. 5
Type: Research Article
ISSN: 0306-8293

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