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1 – 10 of over 18000Julia Backmann, Matthias Weiss and Gisa Todt
Setbacks and failures are part of organizational life. While a recent body of literature pointed to the importance of recovery, resilience, and learning from failure in responding…
Abstract
Setbacks and failures are part of organizational life. While a recent body of literature pointed to the importance of recovery, resilience, and learning from failure in responding to and dealing with setback events, the setback itself and its underlying dimensions remain underexplored. However, how severe employees perceive a setback to be plays an integral role in how successfully they handle these events. Taking an event-oriented perspective on work-related setbacks, this study defines setback severity as the setback event’s novelty, disruptiveness, and criticality. Based on the current literature and prior operationalizations, the authors introduce and validate a three-dimensional measure of setback severity. The exploratory and confirmatory factor analyses provide support for the proposed three-dimensional model. Further analyses show that disruptiveness and criticality are significantly related to identity threat, emotional exhaustion, trauma, turnover intention, and thriving, while novelty is only related to turnover intention and thriving. The implications of the setback severity measure are discussed along with recommendations for future research.
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John N. Ivan and Karthik C. Konduri
Purpose – This chapter gives an overview of methods for defining and analysing crash severity.Methodology – Commonly used methods for defining crash severity are surveyed and…
Abstract
Purpose – This chapter gives an overview of methods for defining and analysing crash severity.
Methodology – Commonly used methods for defining crash severity are surveyed and reviewed. Factors commonly found to be associated with crash severity are discussed. Approaches for formulating and estimating models for predicting crash severity are presented and critiqued. Two examples of crash severity modelling exercises are presented and findings are discussed. Suggestions are offered for future research in crash severity modelling.
Findings – Crash severity is usually defined according to the outcomes for the persons involved. The definition of severity levels used by law enforcement or crash investigation professionals is less detailed and consistent than what is used by medical professionals. Defining crash severity by vehicle damage can be more consistent, as vehicle response to crash forces is more consistent than that of humans. Factors associated with crash severity fall into three categories – human, vehicle/equipment and environmental/road – and can apply before, during or after the crash event. Crash severity can be modelled using ordered, nominal or several different types of mixed models designed to overcome limitations of the ordered and nominal approaches. Two mixed modelling examples demonstrate better prediction accuracy than ordered or nominal modelling.
Research Implications – Linkage of crash, roadway and healthcare data sets could create a more accurate picture of crash severity. Emerging statistical analysis methods could address remaining limitations of the current best methods for crash severity modelling.
Practical Implications – Medical definitions of injury severity require observation by trained medical professionals and access to private medical records, limiting their use in routine crash data collection. Crash severity is more sensitive to human and vehicle factors than environmental or road factors. Unfortunately, human and vehicle factor data are generally not available for aggregate forecasting.
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Sarabjit Kaur Sidhu, Fon Sim Ong and M.S. Balaji
This study aims to investigate the moderating role of low and high failure severity levels on recovery satisfaction and on behavioral intentions through recovery satisfaction…
Abstract
Purpose
This study aims to investigate the moderating role of low and high failure severity levels on recovery satisfaction and on behavioral intentions through recovery satisfaction. This research adopted justice theory and regulatory focus theory to provide further explanations on the inconsistencies in the extant literature regarding service failure and responses to service recovery.
Design/methodology/approach
This study applied a scenario-based experimental design of two (perceived justice: low vs high) by two (failure severity: low vs high) between-subjects factorial design. Data was collected from 237 mobile phone users recruited via convenience sampling. This study examined the hypothesized relations using Hayes (2018) PROCESS macro version 4.0.
Findings
Perceived justice had a higher positive effect on recovery satisfaction at a high failure severity level. The direct effect of perceived justice on behavioral intentions was significant and positive only at a high level of failure severity, whereas the indirect effect of perceived justice on consumers’ positive behavior through recovery satisfaction was more positive at a high level of failure severity.
Research limitations/implications
Justice theory and regulatory focus theory can be used to explain how a well-implemented recovery effort can offset losses that are caused by a highly severe service failure leading to satisfaction and positive responses. However, as this study was conducted within a telecommunication service context, this research needs to be replicated in other areas, including the use of other data collection methods and measurement of consumers’ regulatory focus orientation.
Practical implications
The findings of this study provide managers with valuable insights into the allocation of service providers’ resources for recovery actions according to consumers’ perceived severity levels to regain consumer satisfaction and continued positive behavioral intentions.
Originality/value
Past research on the effect of failure severity levels on recovery satisfaction and consumers’ positive behavioral intentions is scant, and those studies that examined severity levels have shown conflicting results. This study attempted to advance the research by examining the relationship between perceived justice, recovery satisfaction and behavioral intentions at low and high failure severity levels using justice theory and regulatory focus theory. None of the theories have been examined concurrently in the service failure and recovery framework.
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Ibrahim Alnawas, Amr Al Khateeb, Allam Abu Farha and Nelson Oly Ndubisi
The purpose of this study is to examine the effect of service failure severity on brand forgiveness and to investigate the moderating effects of interpersonal attachment styles…
Abstract
Purpose
The purpose of this study is to examine the effect of service failure severity on brand forgiveness and to investigate the moderating effects of interpersonal attachment styles and thinking styles on the service failure severity–brand forgiveness relationship.
Design/methodology/approach
The authors used retrospective experience sampling to collect the data and structural equation modeling (AMOS 24) to analyze 570 responses collected via an online survey.
Findings
This study shows that the service failure severity–brand forgiveness relationship is not always negative, as different conditions may amplify or weaken it. Specifically, a secure attachment style and holistic thinking weaken the negative impact of service failure severity on brand forgiveness, whereas an anxious attachment style and analytic thinking negatively amplify the relationship. An avoidance attachment style did not appear to play a role.
Practical implications
This study should help hotels fine-tune their segmentation, targeting and positioning efforts and may also help in implementing more focused recovery strategies.
Originality/value
This study provides insights into the role of psychological traits in amplifying/reducing the negative impact of service failure severity on brand forgiveness, thus showing the importance of developing the psychological profiles of customers beyond demographic profiling. The emotional and cognitive typologies of consumers are key to understanding the dependence of forgiveness on service failure severity.
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Miaomiao Chen, Lu An, Gang Li and Chuanming Yu
The purpose of the study is to evaluate the severity of public events in real time from the perspective of social media and to construct the early warning mechanism of public…
Abstract
Purpose
The purpose of the study is to evaluate the severity of public events in real time from the perspective of social media and to construct the early warning mechanism of public events.
Design/methodology/approach
This study constructed the severity assessment system of public events from the dimensions of the netizens' role, the Internet media's role, the spread of public events and the attitudes and feelings of netizens. The method of analyzing the influence tendency of the public event severity indicators was proposed. A total of 1,107,308 microblogging entries regarding four public events were investigated. The severity of public events was divided into four levels.
Findings
It is found that serious public events have higher indicator values than medium level events on the microblogging platform. A quantitative severity classification standard for public events was established and the early warning mechanism of public events was built.
Research limitations/implications
Microblogging and other social media platforms provide rich clues for the real-time study and judgment of public events. This study only investigated the Weibo platform as the data source. Other social media platforms can also be considered in future.
Originality/value
Different from the ex-post evaluation method of judging the severity of public events based on their physical loss, this study constructed a quantitative method to dynamically determine the severity of public events according to the clues reflected by social media. The results can help the emergency management departments judge the severity of public events objectively and reduce the subjective negligence and misjudgment.
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Xiaoting Shen, Yimeng Zhao, Jia Yu and Mingzhou Yu
This study aims to investigate the responses of young Chinese consumers with different cultural characteristics to negative brand information about electric vehicles.
Abstract
Purpose
This study aims to investigate the responses of young Chinese consumers with different cultural characteristics to negative brand information about electric vehicles.
Design/methodology/approach
The current study is quantitative research with an experimental method. It shows two different levels of severity for negative publicity and asks participants to self-report through questionnaires.
Findings
Chinese young consumers, being collectivist and of high uncertainty avoidance, tend to search for and spread information; consumers with low power distance search and share information more under low information severity. In addition, information search positively affects brand attitude under lower severity; negative word-of-mouth intention negatively affects brand attitudes at both severity levels.
Research limitations/implications
The current study examines the influence of personal cultural values on information searching and negative information dissemination among young consumers, providing insights to complement previous studies. Furthermore, it explores how such exposure influences young consumers’ brand attitude and intention to purchase. Limitations include simple sample scopes and single-product stimuli.
Practical implications
This research highlights the importance of cultural dimensions in shaping young consumers’ responses to negative publicity. Marketers worldwide should consider cultural influence and develop specific strategies to address negative information about different products. Understanding customers’ unique characteristics and preferences can help marketers effectively tailor their approaches to counter negative publicity.
Originality/value
This study originally provides a supplement to prior studies on cultural dimensions and consumer behavior and provides suggestions to marketers on young Chinese consumers.
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The problem in alleviating homeowner mortgage distress through refinance is how to achieve meaningful alleviation without prospectively harming the financier. The problem revolves…
Abstract
Purpose
The problem in alleviating homeowner mortgage distress through refinance is how to achieve meaningful alleviation without prospectively harming the financier. The problem revolves around two parameters from real estate finance – the probability that the distress leads to foreclosure and resulting foreclosure loss severity for the financier if foreclosure does occur. Previous analysis focuses on reducing the probability that homeowner distress leads to foreclosure. By contrast, the purpose of this paper is to focus on reducing foreclosure loss severity.
Design/methodology/approach
The study develops a new intuitive formula for foreclosure loss severity to quantify its dependence on transaction costs. The study shows that foreclosure loss severity reduction is feasible by introducing a new refinancing instrument that lowers foreclosure transaction costs and applying property law to derive the structure of the refinancing instrument.
Findings
Foreclosure loss severity reduction can subsidize concessions on scheduled payments for homeowners with arbitrarily poor credit without prospective harm to the financier.
Research limitations/implications
Quantification of mortgage distress relief is limited to distressed mortgages described by representative parameter values from various government studies.
Practical implications
For most distressed homeowners, payment and principal reductions could exceed those available from the recent government programs.
Social implications
Implementation should significantly enlarge the pool of homeowners eligible for mortgage distress relief.
Originality/value
The mortgage refinance is qualitatively different from that available under existing government refinance programs because it is based on an arms-length exchange of property rights that makes market sense regardless of whether the refinancing results in subsequent homeowner default.
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Eleni-Laskarina Makri, Zafeiroula Georgiopoulou and Costas Lambrinoudakis
This study aims to assist organizations to protect the privacy of their users and the security of the data that they store and process. Users may be the customers of the…
Abstract
Purpose
This study aims to assist organizations to protect the privacy of their users and the security of the data that they store and process. Users may be the customers of the organization (people using the offered services) or the employees (users who operate the systems of the organization). To be more specific, this paper proposes a privacy impact assessment (PIA) method that explicitly takes into account the organizational characteristics and employs a list of well-defined metrics as input, demonstrating its applicability to two hospital information systems with different characteristics.
Design/methodology/approach
This paper presents a PIA method that employs metrics and takes into account the peculiarities and other characteristics of the organization. The applicability of the method has been demonstrated on two Hospital Information Systems with different characteristics. The aim is to assist the organizations to estimate the criticality of potential privacy breaches and, thus, to select the appropriate security measures for the protection of the data that they collect, process and store.
Findings
The results of the proposed PIA method highlight the criticality of each privacy principle for every data set maintained by the organization. The method employed for the calculation of the criticality level, takes into account the consequences that the organization may experience in case of a security or privacy violation incident on a specific data set, the weighting of each privacy principle and the unique characteristics of each organization. So, the results of the proposed PIA method offer a strong indication of the security measures and privacy enforcement mechanisms that the organization should adopt to effectively protect its data.
Originality/value
The novelty of the method is that it handles security and privacy requirements simultaneously, as it uses the results of risk analysis together with those of a PIA. A further novelty of the method is that it introduces metrics for the quantification of the requirements and also that it takes into account the specific characteristics of the organization.
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Nor Asiah Omar, Zuraidah Zainol, Chan Kuan Thye, Nordiana Ahmad Nordin and Muhamad Azrin Nazri
Managing trust recovery in case of violation of halal products should be seen in light of the severity of violation as perceived by the consumer. This study aims to investigate…
Abstract
Purpose
Managing trust recovery in case of violation of halal products should be seen in light of the severity of violation as perceived by the consumer. This study aims to investigate how the severity of violation on halal directly impact negative consumer behavior (avoidance, boycott and revenge), and its moderating effect on the relationship between trust recovery and avoidance, boycott and revenge.
Design/methodology/approach
In total, 212 questionnaires were distributed amongst customers who were aware and/or had experienced the violation of a halal product in Klang Valley, Malaysia – each of whom were selected using convenience sampling methods. Data were analyzed using descriptive statistics and structural equation modelling techniques, were partial least squares (PLS) software was used to measure the direct and indirect relationships between the variables.
Findings
The results of this investigation showed that trust recovery and negative consumer behavior are negatively related; severity is positively related to avoidance, boycott and revenge; and severity moderates the relationship between trust recovery and avoidance.
Research limitations/implications
Empirically, it was found that severity and trust recovery are a significant component that influence negative consumption behavior. This study has significant implications alongside research implications despite some limitations.
Practical implications
In a severe violation case, a company needs to ensure that the strategy to fix the problem is genuine and trustworthy, as consumer trust on the recovery action by company is significance to influence customer avoidance in consuming the company’s product.
Originality/value
The uniqueness of this study exists in the fact that it is the first known one to concentrate on halal violation and examine the moderating effect of severity of halal violation on the relationship between trust recovery and negative consumer behaviors (avoidance, boycott and revenge).
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The purpose of the paper is to examine the conditional role of webcare as a service failure recovery strategy on customers’ hotel booking intentions in presence of different…
Abstract
Purpose
The purpose of the paper is to examine the conditional role of webcare as a service failure recovery strategy on customers’ hotel booking intentions in presence of different levels of observed severity and review agreement. Furthermore, the study also examines the mechanism through which webcare can shape the adverse effect of observed severity and review agreement on hotel booking intentions.
Design/methodology/approach
A 2 (severity: high or low) × 2 (agreement: high or low) × 2 (webcare: webcare or no webcare) between-subject experimental design was conducted to collect responses. Analyses of variance and moderated mediation analysis were performed to analyze the study data.
Findings
Prospective customers who observed high severe service failure from a review reported less booking intention. Further, customers’ observed agreement strengthened these behaviors, i.e. customers who are exposed to high severe service failure in high-agreement condition reported low booking intention, as compared to those who exposed to low review agreement condition. Furthermore, results supported the fact that use of appropriate webcare plays a significant role to shape or mitigate the negative effect of severity and agreement on hotel booking intentions via perceived trust.
Originality/value
This is the first in its stream of studies that examined how webcare can be used to tackle the adverse effects of observed severity and agreement, so that perceived trust would be formed to create hotel booking intention.
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