The Chinese way of response to hospitality service failure: The effects of face and guanxi

Li, Mimi; Qiu, Shi; Liu, Zhaoping

doi:10.1016/j.ijhm.2016.05.002

Cited by 56 publications

(32 citation statements)

References 54 publications

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“…1. The GRX scale has been used extensively to measure the quality of social relationships in many areas, for example, organizational capabilities [58], leadership [61,62], service quality in hospitality management [63][64][65], business ethics [66], and customer relationships [67]. It has been further utilized in countries such as China, Russia, India, and Arab countries.…”

Section: The Research Modelmentioning

confidence: 99%

The patient–physician relationship: an account of the physician’s perspective

Berger

Bulmash

Drori

et al. 2020

Isr J Health Policy Res

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Background: The issue of patient-physician relationships in general, and particularly the trust of patients in their primary care physician has gained much interest in academia and with practitioners in recent years. Most research on this important topic, however, focused on how patients view the relationship and not how the physicians see it. This research strives to bridge this gap, with the resolution of leading to an improved appreciation of this multifaceted relationship. Methods: A survey of 328 actively practicing physicians from all four health maintenance organizations (HMOs) in Israel resulted in a hierarchical formation of components, indicating both the relative as well as absolute importance of each component in the formation of the patient-physician relationship. The sample conducted was a convenience one. Methodologically, we used two different complementary methods of analysis, with the primary emphasis on the Analytic Hierarchical Processing (AHP), a unique and advanced statistical method. Results: The results provide a detailed picture of physicians' attitudes toward the patient-physician relationship. Research indicates that physicians tend to consider the relationship with the patient in a rather pragmatic manner. To date, this attitude was mostly referred to intuitively, without the required rigorous investigation provided by this paper. Specifically, the results indicate that physicians tend to consider the relationship with the patient in a rather pragmatic manner. Namely, while fairness, reliability, devotion, and serviceability received high scores from physicians, social interaction, friendship, familial, as well as appreciation received the lowest scores, indicating low priority for warmth and sociability in the trust relationship from the physician's perspective. The results showed good consistency between the AHP results and the ANOVA comparable analyses. Conclusions: In contrast to patients who traditionally stress the importance of interpersonal skills, physicians stress the significance of the technical expertise and knowledge of health providers, emphasizing the role of competence and performance. Physicians evaluate the relationship on the basis of their ability to solve problems through devotion, serviceability, reliability, and trustworthiness and disregard the "softer" interpersonal aspects such as caring, appreciation, and empathy that have been found to be important to their patients. This illustrates a mismatch in the important components of relationship building that can lead to a loss of trust, satisfaction, and repeat purchase.

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Section: The Research Modelmentioning

confidence: 99%

The patient–physician relationship: an account of the physician’s perspective

Berger

Bulmash

Drori

et al. 2020

Isr J Health Policy Res

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“…(2) Psychologically: Psychological recovery measures refer to improving the interaction with customers, including "apology" and "explanation". Li, Qiu, & Liu (2016) pointed out word of mouth as the informal communication among consumers, without any business intentions, and mainly talking about specifi c product, brand, or service content. Oman, Pepur, & Arneric (2016) defi ned word of mouth as consumer behavior, after using certain products or accepting the specifi c service, verbally or informally delivering the evaluation or feelings about the product or service and the service staff to other consumers.…”

Section: Literature Reviewmentioning

confidence: 99%

“…H1: Service recovery shows signifi cantly positive correlations with word of mouth. Li, Qiu, & Liu (2016) pointed out the higher customers' (consumers') words of mouth of certain brands, the larger possibility to purchase products of such brands. Casidy & Shin (2015) proved that consumers (customers) with higher positive word of mouth evaluation to certain product brand or service would present better attitudes toward the product brand, i.e.…”

Section: Establishment Of Research Hypothesis and Empirical Research mentioning

confidence: 99%

A Study of the Effect of Service Recovery on Customer Loyalty Based On Marketing Word Of Mouth in Tourism Industry

Pai¹,

Ko²,

Santos³

2019

RCIS

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Akamavi, R K., Mohamed, E., Pellmann, K., & Xu, Y. (2015). Key determinants of passenger loyalty in the low-cost airline business. Tourism Management, 46, 528-545. Baldus, B.J., Voorhees, C., & Calantone, R. (2015). Online brand community engagement: Scale development and validation. Journal of Business Research, 68(5), 978-985. Boo, H.V. (2017). Service Environment of Restaurants: Findings from the youth customers. Journal of Asian Behavioural Studies, 2(2), 67-77. Bowen, T.J., & Chen, S.L. (2015). Transitioning Loyalty Programs: A Commentary on the Relationship Between Customer Loyalty & Customer Satisfaction. International Journal of Contemporary Hospitality Management, 27(3), 415-430. Casidy, R., & Shin, H. (2015). The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions. Journal of Retailing and Consumer Services, 27, 103-112. Chang, J.H. (2017). The role of relationship on time and monetary compensation. 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Effect of perceived value and social influences onmobile app stickiness and in-app purchase intention.Technological Forecasting and Social Change, 108, 42-53. Kashif, M., Zarkada, A., & Ramayah, T. (2016).The impact of attitude, subjective norms, and perceived behavioural control on managers’ intentions to behave ethically. Total Quality Management & Business Excellence, 29(5-6), 1-21. Li, M., Qiu, S.C., & Liu, Z., (2016). The Chinese way of response to hospitality service failure: The effects of face and guanxi. International Journal Hospital Management, 57, 18-29. Liu, S.Q., & Mattila, A.S. (2015). “I Want to Help” versus “I Am Just Mad” how affective commitment influences customer feedback decisions. Cornell Hospitality Quarterly, 56(2), 213-222. Oman, B., Pepur, M., & Arneric, J. (2016). The impact of service quality and sport-team identification on the repurchase intention. Journal of Contemporary Management Issues, 21(1), 19-46. Ozuem, W., Patel, A., Howell, K.E. & Lancaster, G. (2016). An Exploration of Consumers' Response to Online Service Recovery Initiatives. International Journal of Market Research, 59(1), 97-115. Park, J., & Ha, S. (2016). Co-creation of service recovery: Utilitarian and hedonic value and post-recovery responses. Journal of Retailing and Consumer Services, 28, 310-316. Rezaei, S., Shahijan, M.K., Amin, M., & Ismail, W.K.W. (2016). Determinants ofapp stores continuance behavior: A pls path modellingapproach. Journal of Internet Commerce, 15(4), 408-440. Sengupta, S.A., Balaji, M., & Krishnan, B.C. (2015). How customers cope with service failure? A study of brand reputation and customer satisfaction. Journal of Business Research, 68(3), 665-674. Sloan, S., Bodey, K., & Gyrd-Jones, R. (2015). Knowledge sharing in online brand communities. Qualitative Market Research: An International Journal, 18(3), 320-345. Tan, C., Benbasat, I. & Cenfetelli, R.T. (2016). An Exploratory Study of the Formation and Impact of Electronic Service Failures. MIS Quarterly, 40(1), 1-31. Van Vaerenbergh, Y., & Orsingher, C. (2016). Service Recovery: An Integrative Framework and Research Agenda. The Academy of Management Perspectives, 30(3), 328-346. Varela, J.C.S., Svensson, G., Brambilla, F.R., & Oliveros, M.E.G. (2015) Perceived Justice & Emotions in a Negative Service Encounter: A Latin American Perspective. In: Kubacki K. (eds). Ideas in Marketing: Finding the New and Polishing the Old. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Cham: Springer. Vyas, V. & Raitani, S. (2015). A Study of the Impact of Relationship Marketing on Cross-Buying. Journal of Relationship Marketing, 14(2), 79-108. Weber, K., Sparks, B., & Hsu, C.H. (2016). The effects of acculturation, social distinctiveness, and social presence in a service failure situation. International Journal Hospital Management, 56, 44-55. Wu, J., Huang, L., Zhao, J.L., & Hua, Z. (2015).The deeper, the better? Effect of online brand community activity on customer purchase frequency. Information & Management, 52(7), 813-823. Yang, A., Chen, Y., & Huang, Y. (2017). Enhancing customer loyalty in tourism services: the role of customer-company identification and customer participation. Asia Pacific Journal of Tourism Research, 22(7), 735-746. Zhang, H., Zhang, K.Z., Lee, M.K., & Feng, F. (2015). Brand loyalty in enterprise microblogs: Influence of community commitment, IT habit, and participation. Information Technology & People, 28(2), 304-326.

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“…There seemed to be a connection between names and titles, the notion of Face, Guanxi and the use of language. The first comes down to the importance of names and titles in China and a connection with the notion of Face and Guanxi (Blum 1997;Richards 2008;Fang and Faure 2011;Li et al 2016). Face concerns the desire to present a positive image of one's self or to confirm a positive image of another in a social interaction.…”

Section: Entry 3: the Meeting -Marchmentioning

confidence: 99%

“…Face concerns the desire to present a positive image of one's self or to confirm a positive image of another in a social interaction. Guanxi refers to the use of networks and connections to secure favours and to gain competitive advantage (Li et al 2016). I can understand the pragmatic logic at work.…”

Section: Entry 3: the Meeting -Marchmentioning

confidence: 99%

Expatriation and Incapacity Created by a Multitude of Hidden Equalities

Mortimer

2019

Inequality and Organizational Practice

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The ability of UK based Academics to function within collaborative partnerships is becoming an important part of the UK Universities internationalisation agenda. This chapter offers an auto-ethnographical academic expatriate experience detailing some of the challenges faced when moving to work in a 'UK environment positioned abroad', specifically in China. It will provide HR personnel with alternative understandings of possible support strategies that could assist individuals in dealing with a variety of hidden inequalities that surface. These hidden inequalities can contribute to a possible shortening of the assignment due to cultural contexts in which they are operating (Foster 1997;Wang and Varma 2017).

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The Chinese way of response to hospitality service failure: The effects of face and guanxi

Cited by 56 publications

References 54 publications

The patient–physician relationship: an account of the physician’s perspective

The patient–physician relationship: an account of the physician’s perspective

A Study of the Effect of Service Recovery on Customer Loyalty Based On Marketing Word Of Mouth in Tourism Industry

Expatriation and Incapacity Created by a Multitude of Hidden Equalities

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