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The purpose of this paper is to examine causal attribution in interactional service experiences. The paper investigates how triggers in the environment of a…
The purpose of this paper is to examine causal attribution in interactional service experiences. The paper investigates how triggers in the environment of a customer-employee interaction influence customer behavioral response to employees’ negative and positive affect. Additionally, it studies the role of sympathy and authenticity as underlying mechanisms of this relationship.
Two scenario-based experimental designs (N1=162; N2=138) were used. Videotaped scenarios served as stimulus material for the manipulation of two focal variables: the employee’s emotional display as either negative or positive and the availability of an emotion trigger in the interaction environment to convey the attribution dimension of cause uncontrollability. The emotion trigger’s visibility was varied in the two studies. Customer response was captured by buying intentions.
Customer responses are more favorable for both positive and negative interactional experiences when customers have access to information on cause uncontrollability (i.e. notice triggers in the interaction environment). Analyses reveal that these effects stem from feelings of sympathy for negative experiences and authenticity for positive experiences.
This research supports the relevance of causal attribution research on interactional service experiences, which have high-profit impact. Moreover, the findings underline the importance of the experience of fact in service interactions and thereby provide a more nuanced view on the discussion of whether service providers should use impression management strategies to engender customer satisfaction even when this behavior is “faked.”
Examines the issue of how variations in language used in advertising affect advertising preference with a sample of bilingual, Korean Americans. Uses past literature to…
Examines the issue of how variations in language used in advertising affect advertising preference with a sample of bilingual, Korean Americans. Uses past literature to hypothesise that the level of acculturation would moderate ethnic consumers’ preference for advertisements in English versus their native language. Extends previous research in the field of ethnic advertising by considering whether findings from studies conducted with Hispanic American consumers are applicable to Asian Americans. Shows that no significant differences were detected in bilingual Korean American preferences for advertisements in which the message was presented in English as compared with those that used Humgul (Korean language) to communicate with the audience. Concludes with suggestions for further research.
One of the most critical issues facing many industrialized countries is the lack of retirement savings among many individuals. Unfortunately, this lacking can have dire…
One of the most critical issues facing many industrialized countries is the lack of retirement savings among many individuals. Unfortunately, this lacking can have dire consequences for both consumers and societies in the coming years. Because of this, numerous research studies have been conducted in many disciplines such as economics, psychology, finance, and some in marketing and a number of recommendations or solutions have been made to try to address this critical issue. Yet, despite all this interest, the problem still exists and may even have become worse. In the current chapter, we examine this crisis from a consumer behavior perspective in order to derive new insights and offer additional and hopefully effective solutions to supplement previous efforts.
Revolutionising advances in computer and communication technologyhave pushed intelligence about the environment to the top of anorganisation′s resource priorities, and…
Revolutionising advances in computer and communication technology have pushed intelligence about the environment to the top of an organisation′s resource priorities, and organisations into the “Age of Intelligence”. Marketing is increasingly defined and driven by a managerial philosophy that explicitly acknowledges the intelligence dependence of the organisation in controlling relationships with key people who control critical demands and constraints in an environment of ceaseless change. The core concept of the emerging new managerial philosophy is the control concept.