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Article
Publication date: 28 February 2022

Jiamin Peng, Xiaoyun Yang, Xinhua Guan, Lian Zhou and Tzung-Cheng Huan

Integrating conservation of resources (COR) and complexity theories, this study aims to develop and assess a research model of the relationship between job dissatisfaction

Abstract

Purpose

Integrating conservation of resources (COR) and complexity theories, this study aims to develop and assess a research model of the relationship between job dissatisfaction and brand sabotage behavior (BSB) based on the moderating mechanism of psychological resources (i.e. brand-based role identity and relational energy). The interdependence between these influencing factors is analyzed from the perspective of social science holism.

Design/methodology/approach

A total of 381 valid questionnaires were collected from frontliners serving in full-service restaurants in Guangzhou, China. Regression analysis was used to test the research hypotheses and combined with fuzzy-set qualitative comparative analysis to identify the complex triggering mechanism of BSB.

Findings

Job dissatisfaction is positively related to BSB, brand-based role identity internalization and relational energy weaken this effect, whereas brand-based role identity compliance strengthens it. Qualitative comparative analysis shows that a single condition does not constitute a necessary condition for BSB. The interdependence of job dissatisfaction and employee psychological resources forms multiple asymmetric paths that trigger high and low BSB.

Practical implications

The findings can be used by catering organizations as guidelines for conducting training for brand internalization, formulating strategies to avoid BSB among employees and strengthening brand building.

Originality/value

This study is the first to integrate COR and complexity theories to comprehensively analyze how BSB is formed among dissatisfied employees. The authors advance theory by distinguishing the role of brand psychological resources (i.e. brand-based role identity) and psychological resources obtained from the environment (i.e. relational energy) in stimulating or buffering dissatisfied employees to engage in BSB.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 5
Type: Research Article
ISSN: 0959-6119

Keywords

Book part
Publication date: 4 September 2013

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

Keywords

Article
Publication date: 24 December 2021

Nedra Bahri Ammari, Abir Hsouna, Mounia Benabdallah, Anish Yousaf and Abhishek Mishra

The purpose of this study is to investigate the impact of dissatisfaction and anger, driven by the failure of the self-service technology of banks, on customers'…

Abstract

Purpose

The purpose of this study is to investigate the impact of dissatisfaction and anger, driven by the failure of the self-service technology of banks, on customers' post-purchase behavioural reactions, such as complaints, negative word-of-mouth (NWOM) and supplier change. The stability of the failure is proposed to moderate these relationships.

Design/methodology/approach

The proposed research model was tested through data collected from an online survey of a Tunisian sample of 300 respondents, using the scenario method.

Findings

The study validates the positive impact of dissatisfaction on anger and negative word-of-mouth, as well as that of anger on complaint behaviour and negative word-of-mouth. The relation between dissatisfaction and negative word-of-mouth is mediated by anger. When the failure is stable, dissatisfied users of the self-service technology seek to enhance their negative word-of-mouth and supplier change. The results also show that the stability of the failure enhances the effect of anger on complaint behaviour.

Practical implications

Banks should invest efforts to accelerate the recovery of services to reduce consumer dissatisfaction and anger and prevent adverse behavioural outcomes. Further, they need to ensure that failures are not repeated, as failure stability activates some otherwise non-significant behavioural outcomes, like supplier change.

Originality/value

Previous works have focused on the impact of dissatisfaction and negative emotions for interpersonal services, but very few works have come to associate dissatisfaction, anger, complaint, negative word-of-mouth and supplier change in an integrative framework for an self-service technology failure.

Details

International Journal of Bank Marketing, vol. 40 no. 3
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 8 December 2020

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…

1346

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

Keywords

Article
Publication date: 1 June 2003

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…

3227

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

Keywords

Article
Publication date: 16 March 2010

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…

2444

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

Keywords

Article
Publication date: 1 December 1997

Titus Oshagbemi

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

16871

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

Keywords

Article
Publication date: 1 October 2006

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…

1386

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

Keywords

Article
Publication date: 6 June 2022

Jianan Ma, Fangxuan (Sam) Li and Yuanyuan Shang

Drawing upon affective events theory (AET), this study aims to explore the relationship between tourists’ perceived deception and moral emotions, dissatisfaction, revisit…

Abstract

Purpose

Drawing upon affective events theory (AET), this study aims to explore the relationship between tourists’ perceived deception and moral emotions, dissatisfaction, revisit intention and negative word of mouth.

Design/methodology/approach

Online data from Questionnaire Star were used to examine the proposed research model. A total of 437 valid questionnaires were collected.

Findings

The results suggest that tourist scams as “affective events” could trigger tourists’ moral emotions and dissatisfaction, thereby decreasing their revisit intention and generating negative word of mouth. Additionally, moral emotions were found to act as a mediator between perceived deception and dissatisfaction.

Research limitations/implications

The insights uncovered in this study reveal the mechanisms behind tourists’ reactions to scams and provide implications for tourism destinations, suggesting ways to alleviate the adverse impact of tourist scams.

Originality/value

To the best of the authors’ knowledge, this is the very first study to investigate tourists’ reactions to tourist scams.

旅游欺诈, 道德情感和游后行为:对道德情感, 不满, 重游意向和负面口碑的影响

目的

研究基于情感事件理论 (AET), 旨在探究游客的感知欺骗与道德情绪、不满、重游意向和负面口碑之间的关系。

设计/方法

通过问卷星收集的线上数据对研究模型进行了检验。共回收有效问卷437份。

发现

本研究的结果表明, 作为“情感事件”的旅游欺诈可能会引发游客的道德情绪和不满, 从而降低他们的重游意向, 并产生负面口碑。此外, 研究发现道德情绪在感知欺骗和不满之间发挥了中介作用。

研究意义

本研究揭示了游客对旅游欺诈的反应及其内在机制, 并提出了降低旅游欺诈负面影响的方法, 为旅游目的地提供了启示。

创意/价值

这是探索游客如何应对旅游欺诈事件的首批研究之一。

Estafas turísticas, emociones morales y comportamientos: impactos en las emociones morales, la insatisfacción, la intención de volver a visitar y el boca a boca negativo

Resumen

Propósito

Basándose en la teoría de eventos afectivos (AET), este estudio buscó explorar la relación entre el engaño percibido por los turistas y las emociones morales, la insatisfacción, la intención de volver a visitar y el boca a boca negativo.

Diseño/metodología/enfoque

Para probar el modelo de investigación propuesto se utilizaron datos en línea procedentes de un cuestionario. Se recogieron un total de 437 cuestionarios válidos.

Hallazgos

Los resultados sugieren que las estafas turísticas como “eventos afectivos” podrían desencadenar emociones morales e insatisfacción en los turistas, disminuyendo así su intención de volver a visitar y generando un boca a boca negativo. Además, se encontró que las emociones morales actúan como mediadoras entre el engaño percibido y la insatisfacción.

Limitaciones/implicaciones de la investigación

Los conocimientos descubiertos en este estudio revelan los mecanismos detrás de las reacciones de los turistas a las estafas y brindan implicaciones para los destinos turísticos, sugiriendo formas de mitigar el impacto adverso de las estafas turísticas.

Originalidad/valor

Este es el primer estudio que examina las reacciones de los turistas a las estafas turísticas.

Article
Publication date: 1 May 2019

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

Keywords

1 – 10 of over 22000