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Article
Publication date: 28 July 2023

Wilson Ozuem, Michelle Willis, Silvia Ranfagni, Kerry Howell and Serena Rovai

There is considerable interest in the value of user-generated content (UGC) and its antecedents. Despite its growing importance, existing studies have largely ignored the effects…

Abstract

Purpose

There is considerable interest in the value of user-generated content (UGC) and its antecedents. Despite its growing importance, existing studies have largely ignored the effects of UGC on customers’ responses to recovery efforts in the fashion industry. The aim of this paper is to examine the extent to which UGC influences customers’ responses to providers’ service failure and recovery efforts, particularly how millennials’ interactions impact recovery efforts.

Design/methodology/approach

The study uses a phenomenological hermeneutics and adopts theoretical sampling to collect empirical data from three European countries (France, Italy and the UK). The authors interviewed 60 millennials who had online service failure experiences in online fashion. This methodological framework was designed to illustrate the close relationships between subject and object as well as identify that data analysis and collection are undertaken in relation to consistent iterative interpretations in an evolving process of study. Drawing on multi-theoretical lenses, using actor–network and social influence theories, this study advances understanding through the development of a new conceptual model relating to individual characteristics.

Findings

Using actor–network theory and social influence theory, this study developed a conceptual model of four customer groups’ responses to service failure based on the severity of service failure and the level of customers’ online response following service failure.

Originality/value

The authors suggest some pragmatic implications of their conceptual model and explain how awareness of different customer groups can lead to effective decision-making for marketers. This study provides a set of practical insights that brand managers can use to recover service failures.

Details

Qualitative Market Research: An International Journal, vol. 26 no. 5
Type: Research Article
ISSN: 1352-2752

Keywords

Article
Publication date: 20 July 2023

Wilson Ozuem, Michelle Willis, Silvia Ranfagni, Kerry Howell and Serena Rovai

Prior research has advanced several explanations for social media influencers' (SMIs’) success in the burgeoning computer-mediated marketing environments but leaves one key topic…

Abstract

Purpose

Prior research has advanced several explanations for social media influencers' (SMIs’) success in the burgeoning computer-mediated marketing environments but leaves one key topic unexplored: the moderating role of SMIs in service failure and recovery strategies.

Design/methodology/approach

Drawing on a social constructivist perspective and an inductive approach, 59 in-depth interviews were conducted with millennials from three European countries (Italy, France and the United Kingdom). Building on social influence theory and commitment-trust theory, this study conceptualises four distinct pathways unifying SMIs' efforts in the service failure recovery process.

Findings

The emergent model illustrates how source credibility and message content moderate service failure severity and speed of recovery. The insights gained from this study model contribute to research on the pivotal uniqueness of SMIs in service failure recovery processes and offer practical explanations of variations in the implementation of influencer marketing. This study examines a perspective of SMIs that considers the cycle of their influence on customers through service failure and recovery.

Originality/value

The study suggests that negative reactions towards service failure and recovery are reduced if customers have a relationship with influencers prior to the service failure and recovery compared with the reactions of customers who do not have a relationship with the influencer.

Details

Information Technology & People, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 4 April 2023

Wilson Ozuem, Michelle Willis, Kerry Howell, Silvia Ranfagni and Serena Rovai

User-generated content (UGC) and service failure have attracted considerable marketing inquiry over the last two decades. Previous studies primarily focused on the outcome of…

Abstract

Purpose

User-generated content (UGC) and service failure have attracted considerable marketing inquiry over the last two decades. Previous studies primarily focused on the outcome of service failure and the impact of UGC on perceived failure severity. This article departs from previous studies as it examines the moderating role of UGC on the relationship between service failure recovery (SFR) and customer–brand relationship.

Design/methodology/approach

Building on commitment-trust theory and from a phenomenological hermeneutical perspective, this article explores this phenomenon through the interpretation of 60 in-depth interviews with millennials from three European countries: Italy, France and the UK. An analysis of the data was conducted using a qualitative approach to understand the main constructs and relationships derived from the data.

Findings

This study conceptualises four distinct moderating characteristics of UGC in the SFR process: satisfaction with experience and brand, dissatisfaction with experience and brand, satisfaction with brand and dissatisfaction with brand. The insights from the responsiveness, empathetic response, counterfactual thinking and brand salience (RECB) framework contribute to research on UGC and shed light on the relationship between SFR and consumer–brand relationships in the fashion industry.

Originality/value

Overall, this study demonstrates that customer interactions with UGC significantly affect their responses to, and relationships with, a brand. The proposed framework opens up interesting avenues for future research on the moderating role of UGC on the relationship between SFR and customer–brand relationships.

Details

Internet Research, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 24 June 2022

Isik Ates Kiral and Sevilay Demirkesen

This study aims to observe the impact of peripheral vision on construction safety. The study further intends to create awareness of eye diseases in construction safety, an…

Abstract

Purpose

This study aims to observe the impact of peripheral vision on construction safety. The study further intends to create awareness of eye diseases in construction safety, an important root cause for most construction-related hazards and accidents.

Design/methodology/approach

This study focuses on the impact of peripheral vision in terms of construction site safety. Experiments were conducted with construction employees with different qualifications, ages, expertise and previous safety training experience. The experiments were conducted with an experiment set consisting of a tangent screen to measure the peripheral angle of the participants. The study measured peripheral vision, which helped determine the vision field accordingly. In this context, a total of 32 participants were investigated in terms of their peripheral visual angle and the field of vision. The data collected were analyzed in terms of several statistical tests such as One-Sample t-test, multivariate ANOVA and multiple linear regression.

Findings

The results of the study indicated that there are significant differences in peripheral vision in terms of age of participants, work qualification, work experience, area of expertise and previous safety training experience. The study further revealed that most of the participants failed to satisfy both OSHA requirements about peripheral vision, and normal limits defined in the previous literature. The study further implies that participants, who reported previous sight problems or eye diseases are more vulnerable to construction site accidents.

Originality/value

Construction site safety remains a major concern for most construction companies despite the latest developments in technology. Several companies are struggling with poor safety performance, occupational injuries and illnesses, and work-related accidents resulting in fatalities. However, the root causes behind several construction accidents are still vague due to different dynamics in the construction industry. Among these root causes, poor sight, vision and or eye diseases constitute an important part. Hence, the study provides empirical evidence with the workers checked for eye health to help policymakers and industry practitioners in terms of developing awareness for eye-related injuries and accidents and review their safety programs accordingly.

Details

Engineering, Construction and Architectural Management, vol. 30 no. 9
Type: Research Article
ISSN: 0969-9988

Keywords

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