The purpose of this study is to determine which attribution dimensions concerning dysfunctional other-customer misbehavior most influence customer dissatisfaction toward a service firm. Our research hypotheses were tested using a 2 (Controllability: controllable versus uncontrollable) x 2 (Stability: unstable versus stable) x 2 (Globality: specific versus global) experimental design in a hypothetical restaurant context. Our empirical results demonstrate that when customers feel that the other-customer's misbehavior can be controlled by the firm (i.e., controllability attributions) or is likely to recur (i.e., stability attributions), they render unfavorable service evaluations toward that firm. However, these harmful effects may be mitigated if the customer believes that the same type of dysfunctional customer behavior also occurs during service encounters in other firms (i.e., globality attributions). With a view to diminishing the unsatisfactory experience of other-customer failure, the service organizations need to: (1) act as "police officers" to ensure that their customers behave appropriately; (2) have policies and procedures in place to manage their guests' behavior so as to reduce the recurrence of other-customer failure; and (3) consider communications intended to enhance attributions of globality following an other-customer failure, that will help to buffer the negative impact of controllability and stability attributions on satisfaction and behavioral reactions with the firm. This is the first time that controllability, stability, and globality attributions are clearly shown to be part of the process by which customers transfer their negative response to other-customer misbehavior to the organization
The thermal cyclization of 3,4-diphenylbuta-1,3-dienyl isocyanates 1, generated in situ from the corresponding azides, was investigated using iodine as a catalyst. Diphenylpyridinones 2, phenylnaphthalenes 3, and indenes 4 were produced via intramolecular ring closure. The nature of the substituents on the phenyl rings was found to be crucial to the distribution of cyclized products 2-4. The mechanism of the reaction is also discussed.
A series of A/D-ring substituted dibenzo[de,g]quinolin-7-ones was produced from the corresponding isoquinolinones and (2-bromophenyl)acetonitriles in four steps. This represents a convenient approach toward the synthesis of tetracyclic alkaloids. A direct conversion of 1-(2-bromobenzoyl)isoquinolines to dibenzo[de,g]quinolin-7-ones is the key step in the total synthesis. The yield of the reductive photocyclization depends on the position of the substituents at the isoquinolyl ring and the phenyl group. The mechanism of the reductive photocyclization is also discussed.
Direct Conversion of 1-(2-Bromobenzoyl)isoquinolines to Dibenzo[de,g]quinolin--7-ones via Reductive Photocyclization. -A convenient and new one-pot method for the synthesis of tetracyclic alkaloids is presented via reductive photocyclization. The yields are enhanced when -O-Me is at the 5-or 7-position of the isoquinolyl ring or -CF3 at the 5-position of the phenyl group.
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