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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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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

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.

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.

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.

The purpose of this paper is to analyse whether internet forums are an appropriate source for identification of causes of dissatisfaction of patients with non-medical aspects of healthcare services.

Based on the guidelines of netnography qualitative research the authors identify relevant posts or comments on selected online forums in which web users show their dissatisfaction with healthcare services. Five popular Slovenian forums representing different interest communities have been chosen and 42 forums’ topics have been reviewed.

Online communities have an important role in exploring patient dissatisfaction. Through content analysis comments were coded into meaningful categories and subcategories.

Some comments were more explicit, while others have provided general and looser reasons for dissatisfaction, and in such cases coding and content analysis of comments was more difficult.

Contents expressed within online communities are helpful in designing improvement activities since they enable determination of concrete relevant measures aiming at eliminating and preventing the established causes of discontent, such as instituting new policies, introducing training programs, determining desired changes in culture.

Usefulness of the netnography as a qualitative method of research is confirmed through confirmation that causes of dissatisfaction of Slovenian patients, which have been identified in the authors research are similar to those identified in previous research in the field of patient satisfaction conducted in Slovenia. Results constitute a new form of researching patient dissatisfaction and expose the specific causes of patient dissatisfaction with healthcare services in Slovenia.

Drawing on activation theory, this paper aims to examine the process through which abusive supervision influences job-oriented constructive deviance (JCD) in the hospitality industry.

Data are collected from 198 employees working with 34 supervisors, at three time points across four hotel groups in Macau. The instantaneous indirect effect and moderated curvilinear effect using established measures are tested.

First, abusive supervision was positively associated with hotel employees’ job dissatisfaction and their job dissatisfaction had an inverted curvilinear effect on JCD. Second, job dissatisfaction nonlinearly mediated the impact of abusive supervision on JCD. Third, high problem-focused coping decelerated the diminishing benefits of job dissatisfaction on JCD.

First, organizations should accept employees’ constructive deviance but suppress managers’ abusive supervision. Second, organizations need to improve employees’ problem-focused coping skills and channel job dissatisfaction into constructive and active behaviors.

Theoretically, the authors test a nonlinearly mediating and moderated curvilinear model and address the research concern on whether, why and how service employees decide to engage in positive deviant behaviors when encountering abusive supervision. Practically, the authors avoid concluding that moderate levels of abusive supervision can promote positive employee behaviors and refrain from justification of abusive supervision in the hospitality context.