Powerlessness following service failure and its implications for service recovery

Wong, Jimmy; Newton, Jennifer Margaret; Newton, Fiona Joy

doi:10.1007/s11002-014-9303-4

Cited by 30 publications

(27 citation statements)

References 30 publications

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“…In terms of factors affecting psychological status, they include the change of social roles and responsibility, If the older adults have a strong perception to the healthcare services system, the older adults are more likely to use healthcare services, and the enjoyment of healthcare services in turn reduces the perceived vulnerability of the older adults. On the contrary, the inaccessibility of healthcare services due to certain obstacles or lack of services will also increase the perceived vulnerability of the older adults [28]. In addition, under the same circumstances, the perceived vulnerability of the different older adults is different.…”

Section: H1: the Perceived Vulnerability Of The Older Adults Reduces mentioning

confidence: 99%

Differences in the Potential Accessibility of Home-Based Healthcare Services among Different Groups of Older Adults: A Case from Shaanxi Province, China

Wang

Liu

et al. 2020

Healthcare

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With the increase of the aging population and the lack of family care, home-based healthcare services have gradually become the main model to cope with aging, so local governments have invested heavily in the construction of home-based healthcare services. However, healthcare services still have problems such as low resource utilization and imbalanced development. The reason is that the supply and demand of healthcare services are not matched and the potential accessibility is low. Therefore, based on the supply and demand of healthcare services, this article pulls out the spatial and social factors that affect the potential accessibility, and tests the influence of individual factors on the potential accessibility among different groups of older adults. It is found that the perceived vulnerability of the older adults will reduce the potential accessibility of healthcare services. The psychosocial status, income and education level with the willingness to use healthcare services of the older adults are directly proportional, while residence has a negative impact on the potential accessibility. Finally, based on this finding, this article puts forward feasible suggestions from the perspective of policy content, publicity, and implementation.

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Section: H1: the Perceived Vulnerability Of The Older Adults Reduces mentioning

confidence: 99%

Differences in the Potential Accessibility of Home-Based Healthcare Services among Different Groups of Older Adults: A Case from Shaanxi Province, China

Wang

Liu

et al. 2020

Healthcare

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“…The questionnaire was pre-tested and relied on previously-validated scales. To measure the degree of positive or negative subjective experiences of individuals (PA and NA) we relied on the ten-item PANAS short form from Mackinnon et al (1999), which has been used in a wide variety of research settings (e.g., Lu & Schuldt, 2016;Wong, Newton, & Newton, 2016). The extent to which individuals adopt behaviours that minimise humankind's impact on the natural environment (PEB) was based on Duckitt (2004, 2010) and Zhao et al (2014), with two items being dropped as they were not considered adequate in the Portuguese context.…”

Section: Measurement and Measurement Propertiesmentioning

confidence: 99%

Affect and the adoption of pro-environmental behaviour: A structural model

Coelho

Pereira

Cruz

et al. 2017

Journal of Environmental Psychology

131

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It is plausible that also the effects of trait affect on PEB may be mediated by other factors, including environmental concern (EC) and perceived consumer effectiveness (PCE). Hence, the aim of this paper is to investigate both the direct and indirect influences of trait affect on PEB through EC and PCE, which are key to systematic behaviours towards the environment. 2. Research background and hypotheses Axelrod and Lehman (1993, p. 153) define PEB as those "actions that contribute to the preservation and/or conservation of the environment". More recently, Stern (2000, p. 408) defined environmentally significant behaviour as "behaviour that has a positive impact on the availability of materials or energy and that positively alters the structure and dynamics of ecosystems or the biosphere". These concepts include actions aimed at avoiding damaging, or rehabilitating, the environment, which can be performed individually or collectively, and which impact directly or indirectly upon it. Following the pioneering work of Gardner and Stern (1996), and similarly to Stern (2000), Lee, Kim, Kim and Choi (2014) classify such actions into three broad categories of PEB: green purchases (the purchase of recycled goods or non-toxic substances), good citizenship (the minimisation of energy consumption, water conservation, along with the reduction of waste production and promotion of recycling), and environmental 4 activism (environmental group membership). In line with Milfont and Duckitt (2004, 2010) and Zhao, Gao, Wu, Wang and Zhu (2014), this study approaches PEB as being comprised of both green purchases and good citizenship behaviour, as detailed in the methodology. 2.1 Affect and pro-environmental behaviour Forgas and George (2001) argue that individuals' thinking and behaviours take place in an affective context, and that it is through cognition that the latter influences individuals' judgments and behaviours. Affect has most commonly been structured around a positive and negative valence (e.g., Thoresen et al., 2003). Positive affect (PA) concerns the extent to which individuals describe themselves as feeling joyful, energetic, alert, enthusiastic or fully concentrated. Negative affect (NA) comprises emotions such as fear, anxiety and sadness (Watson, Clark, & Tellegen, 1988). Early research suggested that individuals high in PA process negative information in a superficial way (Isen, 2008). More recently, a considerable amount of research has proved otherwise (e.g., Isen, 2008). These works have shown that PA enhances thoroughness in processing both positive as well as negative information (Aspinwall, 1998). In this context, individuals scoring higher on PA tend to "approach their environment with more favourable expectations, and display a stronger willingness and enthusiasm to seek out and actively engage in various life events" (Kuiper, McKee, Kazarian, & Olinger, 2000, p. 480). Conversely, individuals with higher levels of NA tend to perceive the world surrounding them in a negative manner (Kuiper et al., 2000), and...

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“…Likewise, other literature streams, such as relationship marketing, emphasize that vulnerability requires a loss of control and powerlessness (Broderick et al 2011). Consumers who are stuck in a relationship due to prohibitive exit barriers or a lack of available services may feel vulnerable (e.g., Wong, Newton, and Newton 2016).…”

Section: Mediating Role Of Perceived Vulnerability On Consumer Overalmentioning

confidence: 99%

Consumer-Level Perceived Access to Health Services and Its Effects on Vulnerability and Health Outcomes

Tanner¹,

Vann²,

Kizilova³

2020

Journal of Public Policy & Marketing

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Access to health services affects the well-being of millions of consumers. Although the topic of health-related access is regularly featured in popular and academic conversations, these conversations primarily concentrate on objective or situational access factors. This research focuses instead on consumers’ subjective perception of access to better appreciate how personally experienced service availability and ease of access jointly determine consumers’ access perceptions. The authors find that perceived access to health services (PAHS) offers insight into the relationships between access, perceived health vulnerability, and overall health. Through scale development and a series of three theory-testing studies, this work demonstrates the close link between PAHS and perceived vulnerability (Study 1), connects this relationship to overall health (Studies 1–3), and establishes behavioral changes associated with access-vulnerability concerns (Study 2). Moreover, Study 3 finds evidence for a “muting” effect of health system distrust on the relationship between PAHS and perceived vulnerability as well as an “amplifying” effect of health motivation on the relationship between perceived vulnerability and overall health. Together, these studies illustrate PAHS’s relevance for explaining consumer vulnerability and overall health.

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Powerlessness following service failure and its implications for service recovery

Cited by 30 publications

References 30 publications

Differences in the Potential Accessibility of Home-Based Healthcare Services among Different Groups of Older Adults: A Case from Shaanxi Province, China

Differences in the Potential Accessibility of Home-Based Healthcare Services among Different Groups of Older Adults: A Case from Shaanxi Province, China

Affect and the adoption of pro-environmental behaviour: A structural model

Consumer-Level Perceived Access to Health Services and Its Effects on Vulnerability and Health Outcomes

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