The Impact of Employee Empathy on Brand Trust in Organizational Complaint Response Emails: A Closer Look at Linguistic Realization

2021 ◽  
pp. 232948842110323
Author(s):  
Rebecca Van Herck ◽  
Sofie Decock ◽  
Bernard De Clerck ◽  
Liselot Hudders
Keyword(s):  
Positive Impact ◽  
Brand Trust ◽  
Mediating Effects ◽  
Customer Complaints ◽  
Moderation Effects ◽  
Complaint Handling ◽  
Negative Effect ◽  
Handling Quality ◽  
The Impact

This study investigates the effect of linguistic realizations of employee empathy (LREE) on brand trust in email responses to customer complaints. We explore possible mediating effects of perceived empathy and perceived complaint handling quality and we look into moderation effects of compensation (Study 1) or customer’s acceptance of blame (Study 2). Our aim is to find out if LREE have a negative or positive impact on the customer in cases of partial refunds, either because LREE are being perceived as insincere or as genuine expressions of concern. The results of two experiments show that LREE positively influence brand trust through higher perceived empathy and perceived complaint handling quality. However, the expected negative effect is not found, as LREE are more effective in a low versus high compensation condition. The effectiveness itself is not influenced by the acceptance of blame when a partial refund is offered.

Every coin has two sides: the impact of time pressure on employees’ knowledge hiding

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Xianchun Zhang ◽  
Zhu Yao ◽  
Wan Qunchao ◽  
Fu-Sheng Tsai
Keyword(s):  
Time Pressure ◽  
Negative Impact ◽  
Positive Impact ◽  
Job Security ◽  
Statistical Technique ◽  
Content Type ◽  
Individual Knowledge ◽  
Negative Effect ◽  
Knowledge Hiding ◽  
The Impact

Purpose Time pressure is the most common kind of work pressure that employees face in the workplace; the existing research results on the effect of time pressure are highly controversial (positive, negative, inverted U-shaped). Especially in the era of knowledge economy, there remains a research gap in the impact of time pressure on individual knowledge hiding. The purpose of this paper is to explore the impact of different time pressure (challenge and hindrance) on knowledge hiding and to explain why there is controversy about the effect of time pressure in the academics. Design/methodology/approach The authors collected two waves of data and surveyed 341 R&D employees in China. Moreover, they used regression analysis, bootstrapping and Johnson–Neyman statistical technique to verify research hypotheses. Findings The results show that challenge time pressure (CTP) has a significant negative effect on knowledge hiding, whereas hindrance time pressure (HTP) has a significant positive effect on knowledge hiding; job security mediates the relationship between time pressure and knowledge hiding; temporal leadership strengthen the positive impact of CTP on job security; temporal leadership can mitigate the negative impact of HTP on job security. Originality/value The findings not only respond to the academic debate about the effect of time pressure and point out the reasons for the controversy but also enhance the scholars’ attention and understanding of the internal mechanism between time pressure and knowledge hiding.

scholarly journals Does Customer Demotion Jeopardize Loyalty?

2009 ◽  
Vol 73 (3) ◽  
pp. 69-85 ◽  
Author(s):  
Tillmann Wagner ◽  
Thorsten Hennig-Thurau ◽  
Thomas Rudolph
Keyword(s):  
Negative Impact ◽  
Positive Impact ◽  
Loyalty Programs ◽  
Negative Consequences ◽  
Managerial Decision ◽  
Design Variables ◽  
Negative Effect ◽  
Loyalty Intentions ◽  
The Impact ◽  
Scenario Study

Hierarchical loyalty programs award elevated customer status (e.g., “elite membership”) to consumers who meet a predefined spending level. However, if a customer subsequently falls short of the required spending level, firms commonly revoke that status. The authors investigate the impact of such customer demotion on loyalty intentions toward the firm. Building on prospect theory and emotions theory, the authors hypothesize that changes in customer status have an asymmetric negative effect, such that the negative impact of customer demotion is stronger than the positive impact of status increases. An experimental scenario study provides evidence that loyalty intentions are indeed lower for demoted customers than for those who have never been awarded a preferred status, meaning that hierarchical loyalty programs can drive otherwise loyal customers away from a firm. A field study using proprietary sales data from a different industry context demonstrates the robustness of the negative impact of customer demotion. The authors test the extent to which design variables of hierarchical loyalty programs may attenuate the negative consequences of status demotions with a second experimental scenario study and present an analytical model that links status demotion to customer equity to aid managerial decision making.

The impact of nostalgic emotion on brand trust and brand attachment

2019 ◽  
Vol 31 (4) ◽  
pp. 1118-1137 ◽  
Author(s):  
Tao Wen ◽  
Tong Qin ◽  
Raymond R. Liu
Keyword(s):  
Theoretical Model ◽  
Positive Impact ◽  
Service Industries ◽  
Theoretical Research ◽  
Brand Trust ◽  
Brand Attachment ◽  
Content Type ◽  
Four Dimensions ◽  
Potential Applicability ◽  
The Impact

Purpose The purpose of this paper is to make up the deficiency of theoretical research in nostalgic marketing and is helpful for the original theories of brand marketing and experiential marketing to deepen further. Design/methodology/approach The paper uses the approach of the empirical study. Based on the literature review, a theoretical model of the impact of nostalgic emotion (NE) on brand trust and brand attachment is constructed and corresponding research hypotheses are proposed. Then nostalgia-themed restaurants are selected to complete a questionnaire survey, and SPSS22.0 and LISREL8.70 are used for data analysis and hypothesis testing. Findings The results of the paper show that NE consists of four dimensions in the context of China: atmosphere nostalgia, interpersonal nostalgia, family nostalgia and personal nostalgia. Among these, NE has a significant positive impact on brand trust and brand attachment; further, brand trust has a significant positive impact on brand attachment and plays a partial mediating role in the impact of NE on the latter. Research limitations/implications As the nostalgic restaurant industry is the research object, the theoretical model described here may be limited to this specific industry. The potential applicability of the theoretical model to other service industries requires further study. Practical implications The results of the paper are helpful in building a good nostalgic experience, increasing consumer trust in restaurant brands, and strengthening the connection between NE and restaurant brand reconstruction. Social implications The results of the paper on the impact of NE on brand trust and brand attachment provide a referential basis and guide for services’ companies (e.g. restaurants) to revitalize the services’ brands. Originality/value The first contribution is that NE scale is constructed for the nostalgia-themed restaurants. The second contribution is that the paper reveals the mechanism of the impact of NE on brand trust and brand attachment.

Investigation of the lake-effect on the local thunderstorm activity around the Lake Fertő, Hungary

2020 ◽  
Author(s):  
Gayane Karapetyan ◽  
Veronika Barta
Keyword(s):  
Great Lakes ◽  
Water Temperature ◽  
Air Temperature ◽  
Positive Impact ◽  
Thunderstorm Activity ◽  
Lightning Activity ◽  
Lower Atmosphere ◽  
Distribution Maps ◽  
Negative Effect ◽  
The Impact

<p>Natural and artificial lakes are able to change the climate of their surroundings. These modifications are collectively known as lake effects and range from microscale to synoptic scale. The presence of the lake can cause negative effect on the local thunderstorm activity in summertime decreasing the convection and precipitation over lakes due to the greater stability created by the lower atmosphere and the colder surfaces of the lake [1, 2]. However, it also can have a positive impact on thundercloud generation when the temperature difference between air in 850 mb height and near earth's surface is more than 13 C causing instability in the atmosphere [3].</p><p> </p><p>The main objective of the present study is to investigate the impact of Lake Fertő (Neusiedler See, located in Hungary and Austria) on local thunderstorm activity by applying statistical analysis on meteorological and lightning data and event studies. Data of the Blitzortung lightning location network, local meteorological data (temperature, precipitation) measured at stations around the lake, water temperature measured at Fertőrákos and temperature measured at 850 mb in Vienna station were used for the analysis. The local thunderstorm activity was investigated during summertime (May - September) in 2015, 2016 and 2017. Lightning distribution maps above and around the lake for the investigated period have been determined based on the Blitzortung data.</p><p> </p><p>According to the lightning distribution maps we can not observe any positive impact of the lake on the lightning activity when water temperature was higher than the air temperature around the lake. Furthermore, we can not conclude that there is a clear negative effect of the lake on the lightning activity based on the lightning distribution maps when the air temperature is higher than the water temperature. Nevertheless, there are some months when it seems a clear border between the lightning activity measured above the lake and at the coast (e. g. in June and July 2015, June 2016). The negative effect also seems to appear in some cases of the investigated local individual thunderstorms, namely the thunderstorm activity is larger above the surrounding surface than directly above the lake. This seems to strengthen the hypothesis that "Deep convection is not often formed in summer above the lakes, and existing storms dissipate significantly when moving above the lakes due to the greater stability created by the lower atmosphere and the colder surfaces of the lake" [1].</p><p> </p><p>[1] Lyons, W. A., Some effects of Lake Michigan upon sqall lines and summertime convention. Proc. 9th Conf. Great Lakes Research, Great Lakes Res. Div. Publ. No. 15, University of Michigan, 259–273, 1966</p><p>[2] Scott, R. W., & Huff, F. A. . Impacts of the Great Lakes on Regional Climate Conditions. Journal of Great Lakes Research, 22(4), 845–863., 1996</p><p>[3] Wilson, J. W. : Effect of Lake Ontario on precipitation. Mon. Wea. Rev. 105, 207–214., 1977</p>

scholarly journals The Influence of CSR Practices on Lebanese Banking Performance: The Mediating Effects of Customers’ Expectations

2021 ◽  
Vol 14 (1) ◽  
pp. 268
Author(s):  
Zeina Hassanein ◽  
Mehmet Yeşiltaş
Keyword(s):  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Mediating Effects ◽  
Customer Expectations ◽  
Equation Modelling ◽  
Corporate Social ◽  
The Impact

Corporate social responsibility (CSR) issues in developing markets have acquired a lot of attention. Organisations around the globe apply a diversified set of technologies to approaching customer expectations through banking performance. This study examines the impact of CSR on Lebanese banking performance. Primary data from questionnaires were used. A total of 1000 observations were collected using a 5-point Likert scale method adopted to formulate the items. The questionnaire was tested to assess its trustworthiness regarding data collection. Partial least square structural equation modelling (PLS-SEM) was used to test the hypothesis. The overall results demonstrated the significance of CSR in terms of meeting customers’ expectations and maintaining banking performance. All CSR dimensions demonstrated a positive impact on customer expectations and Lebanese banking performance. Moreover, customer expectations proved to be a mediator between CSR and banking performance, although there was partial mediation between CSR and banking performance.

scholarly journals The Impact of Brand Trust on Physician’s Prescription Decision Towards Prothrombin Complex Concentrate with a Special Reference to Octaplex®

2019 ◽  
Vol 15 (10) ◽  
pp. 1
Author(s):  
D. R. G. Perera ◽  
W. M. C. Bandara Wanninayake
Keyword(s):  
Relationship Marketing ◽  
Structural Equation ◽  
Quantitative Research ◽  
Positive Impact ◽  
Equation Modeling ◽  
Brand Trust ◽  
Online Questionnaire ◽  
Integral Role ◽  
The Impact ◽  
The Relationship

Management of Hemostasis is an integral role for any Intensivist in assurance of recovery of a hemorrhage patient who is often treated in an ICU, and building trust of a product segment related to such vital treatment will undoubtedly hold an utmost importance. Yet in researches and articles in current Medical Marketing setup it is found to be very limited, and in the case of Biological and Bio-Similar Marketing its almost non-existence. The purpose of this research paper is to investigate and prove the significant positive impact of Brand Trust on Physicians Prescription Decision and Moderation impact powered by the synergy of Relationship Marketing. The research consists of data which was collected via online questionnaire and captured the data required from the target sample cohort which is distributed via respective specialized academic colleges of their representation through email and filed online by the participants of quantitative research. Moreover, two of the main key opinion leaders (KOLs) were interviewed and qualitative data were summarized. The collected data were analyzed using Structural Equation Modeling (SEM) procedures to reach meaningful conclusions. Thereby the study proves the significant positive impact of Brand Trust on Physicians Prescription Decision and Moderation impact which synergized by Relationship Marketing. The study is an original contribution to the field of Marketing in Biological and Pharmaceutical Industry. The proposed relationships are based on Brand Trust, Physician’s Prescription Decision and Relationship Marketing. Furthermore, the Moderating effect of Relationship Marketing on the relationship between Brand Trust and Physician’s Prescription Decision is unique to this study.

scholarly journals The WOM Effect to Perceived Justice, Satisfaction and Repurchase Intentions

2016 ◽  
Vol 7 (1) ◽  
pp. 16
Author(s):  
Hariyadi Tri Wahyu Putra
Keyword(s):  
Structural Equation ◽  
Equation Model ◽  
Perceived Fairness ◽  
Repurchase Intentions ◽  
Complaint Handling ◽  
Fairness Theory ◽  
Negative Effect ◽  
Service Data ◽  
The Impact ◽  
Positive Effect

The background of this research focused on complaint management in catering service in Jakarta, thus focused on justice or fairness theory to explain satisfaction with the complaint handling process with post complaint customer behaviour such as word of mouth (WOM) or repurchase intentions.  The objective (s) of this research was to examine the impact of WOM as mediating variable to perceived fairness, satisfaction, and repurchase intentions. This will hopefully. shed some more light on the post complaint customer behavior process especially in catering service. Data analysis in this research used Structural Equation Model (SEM) with AMOS 4.0 software. Perceived fairness would have a positive effect on satisfaction, but would not have a positive effect on WOM valance and repurchase intentions. Perceived fairness would have a negative effect on WOM dissemination. WOM valance would have a positive effect on repurchase intentions, but would not on satisfaction. WOM dissemination would have a negative effect on satisfaction and WOM valance. but would not significantly on repurchase intentions. Satisfaction would not always have a positive effect on repurchase intentions.

scholarly journals THE IMPACT OF SOCIAL MEDIA USAGE AND SMARTPHONE ADDICTION ON YOUNGS’/ADOLESCENTS’ CAREER FUTURES: A STUDY AT HIGH SCHOOLS

2018 ◽  
Vol 6 (2) ◽  
Author(s):  
Fikret SÖZBİLİR
Keyword(s):  
Social Media ◽  
Positive Impact ◽  
The Other ◽  
Smartphone Addiction ◽  
Career Adaptability ◽  
Media Usage ◽  
Negative Effect ◽  
Future Perceptions ◽  
The Impact ◽  
Career Future

This study aims to determine the impact of social media usage and smartphone addiction of young people, who will be future employees of organizations, on their career future perceptions. In addition, it is aimed to provide recommendations, based on results regarding positive or negative effect of social media and smartphone usage on the formation of the perception of career future. In this empirical study, the data on perceptions concerning social media usage, smartphone addiction, career adaptability, and career futures were gathered by means of a questionnaire from 6259 participating students in Artvin in Turkey. Data were subjected to analysis with SPSS 24.0 software and presented in tables. The findings showed that social media usage has a significant and positive impact on career adaptability and career futures. Also, smartphone addiction has a significant and positive impact on career futures on the other hand it has a negative and significant impact on career adaptability.

scholarly journals A Cognitive Approach to Diversity: Investigating the Impact of Board of Directors’ Educational and Functional Heterogeneity on Innovation Performance

2021 ◽  
Vol 16 (2) ◽  
pp. 1
Author(s):  
Ramzi Belkacemi ◽  
Kamal Bouzinab ◽  
Andrew Papadopoulos
Keyword(s):  
Positive Impact ◽  
Deep Level ◽  
Organizational Outcomes ◽  
Innovation Performance ◽  
Cognitive Approach ◽  
Academic World ◽  
Negative Effect ◽  
Potential Impact ◽  
The Impact ◽  
Educational Diversity

Boards’ diversity has been studied mainly through the prism of ethics, which translated into a focus on characteristics such as gender and ethnicity. However, when the goal is to explain organizational outcomes, the cognitive approach seems more pertinent. Thus, rooted in a resource dependency perspective, this paper investigates the potential impact of directors’ deep level diversity (functional and educational diversity) on innovation performance based on an international sample of 97 firms for a total of 1027 directors. The findings highlight the negative effect of functional diversity (measured by diversity in the sectors of expertise), and on the opposite, the positive impact of educational diversity (measured by diversity in the fields of study) on innovation performance. This study also shows that the environment in which organizations evolve, both at the internal and external level, is crucial when it comes to innovation performance. These results are robust in that they remain consistent after addressing some potential endogeneity issues and have critical implications for both the professional and academic world.

Structural Reforms and Technical Efficiency in the Indian Electricity Distribution Sector

2020 ◽  
Vol 37 (02) ◽  
pp. 2050004
Author(s):  
Sudhir Mahadeo Bobde ◽  
Makoto Tanaka
Keyword(s):  
Technical Efficiency ◽  
Power Distribution ◽  
Positive Impact ◽  
Bootstrap Method ◽  
State Level ◽  
Electricity Distribution ◽  
Negative Effect ◽  
Dea Efficiency ◽  
Distribution Sector ◽  
The Impact

This paper examines the impact of electricity reforms on the technical efficiency of the power distribution sector in India, using state-level panel data for the period 1995–2012. We use a two-stage data envelopment analysis (DEA), where DEA efficiency estimates obtained in the first stage are regressed on policy reform variables and some external environmental variables in the second-stage analysis. The bootstrap method is applied to analyze the statistical properties of the nonparametric estimates. First, we find that the partially unbundled structure of the electricity industry, where generation and distribution sectors are integrated but the transmission sector is separate, had significant positive impact on the technical efficiency of the distribution sector. Second, our result indicates that the legislation of electricity reforms had a significantly negative effect on technical efficiency. Third, we find that small-sized electricity distribution sectors/states experienced significant positive gain in technical efficiency when interacted with partial or full unbundling.

Sign in / Sign up

Export Citation Format

Share Document