Understanding dissatisfaction through evaluation theory

Pascual‐Nebreda, Laura; Cabanelas, P.; Blanco‐González, Alicia

doi:10.1002/mde.3585

Cited by 4 publications

(3 citation statements)

References 95 publications

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“…This process starts with the primary appraisal, where clients evaluate the congruence and relevance of the situation, keeping in mind their initial objectives. If this event is incongruous, it immediately elicits a secondary appraisal, implying negative emotions and cognitions (Pascual-Nebreda et al, 2022). In the last step, clients may choose to carry out different confrontation strategies as a behavioral reply to the disturbing situation (Lazarus, 1991).…”

Section: Theoretical Frameworkmentioning

confidence: 99%

Critical incidents and dissatisfaction in B2B relationships: an appraisal theory analysis

Pascual‐Nebreda

Cabanelas²,

Blanco‐González³

2022

JBIM

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Purpose There are numerous studies on satisfaction, but not enough on dissatisfaction when its consequences can be harmful. This study aims to examine different unsatisfactory situations during customer–supplier relationships in industrial markets combining the appraisal theory with the critical incident technique to identify potential problems and strategies to minimize their effect. Design/methodology/approach This research follows an exploratory qualitative approach based on 18 in-depth interviews with managers from business-to-business firms. The information obtained was object of a textual and conceptual analysis using the analytical software ATLAS TI 9.0. Findings The results show that negative cognitions have greater influence than negative emotions, and those dissatisfied customers may respond by expressing complaints, ending transactional relationships, reporting the other party legally, asking for explanations or continuing commercial relationships, even though they are dissatisfied. This will depend on the severity of the critical incident and the negative cognitions and emotions perceived. Proactivity and understanding of this situation will allow for understanding what specific actions to take to resolve conflicts and mitigate the negative effects among the parties. Originality/value This paper focuses on dissatisfaction, instead of satisfaction, in industrial markets through the appraisal theory. Furthermore, it applies the critical incident technique to understand the cognitions and emotions related with dissatisfaction in the commercial relationships. Finally, it provides ideas on what are the main source of dissatisfaction and how to manage them to anticipate and better manage those incidents.

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Section: Theoretical Frameworkmentioning

confidence: 99%

Critical incidents and dissatisfaction in B2B relationships: an appraisal theory analysis

Pascual‐Nebreda

Cabanelas²,

Blanco‐González³

2022

JBIM

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“…On the other hand, as anticipated perceptible rewards adversely influence motivation and satisfaction, unanticipated perceptible rewards had no adverse effect as they are not anticipated for, therefore, do not impact the drive to participate in such behaviour (Troiano et al ., 2023). Also, rewards that are not reliant on the task and are offered freely are likewise not disadvantageous to motivation and satisfaction (Pascual-Nebreda et al ., 2022). Also, rewards such as appreciation or recognition are positively associated with intrinsic motivation and satisfaction as long as they are not perceived as a controlling effect.…”

Section: Literature Reviewmentioning

confidence: 99%

Workaholism and quality of work-life: a psychosocial pathway to brain-drain syndrome

Akinwale,

Kuye,

Akinwale

2023

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PurposeThe cultural norm of compelling employees to work beyond the standard measure as a result of internal pressure from organisations is gaining popularity in the business environment today. This research is a pointer to a nuanced and dynamic understanding of workaholism, and this study aims to investigate factors that constitute an individual as a workaholic in the banking industry in Nigeria. This study aims to examine the influence of workaholism on the quality of work-life (QWL) of the workforce and how it led pockets of the workforce to migrate to an international workspace.Design/methodology/approachTo capture a good understanding of what describes an individual as a workaholic, and what influences the QWL among the workforce in the banking environment, this study utilised a longitudinal research design to survey bankers in corporate organisations in Nigeria. The study administered a battery of adapted scales to measure latent constructs of dimensions of workaholism and QWL on a random simple probability technique. The study surveyed 425 professional bankers in Nigeria's banking workspace. A structural equation model was used to analyse the data obtained from the banking workforce to establish the relationship that exists between the dimensions of workaholism and QWL.FindingsThe outcome of this study indicated an insightful one. The results of the study illustrated that long hours of work, workload, work pressure, financial challenges as well and the pursuit of career growth are determinants of workaholism in banking corporate business. The study illustrated that all the predictors of workaholism equally affect the QWL of the employees in Nigeria's banking industry.Originality/valueThe originality of this study is captured in the dynamics of the concept of workaholism which portends negative outcomes in the Nigerian business environment given the nature of banking business in Nigeria. The study elucidates that workaholism is not work engagement in Nigeria but the attitude of compulsion from the management of the organisations.

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“…Howard and Sheth (1969) define the concept of satisfaction to the customer theory in which the achievement organisational goal is inseparable with the customer satisfaction from both inside and outside. Internal and external customers feel satisfied that the better expectation of needs is perceived when the real performance being offered than the prior one, on the contrary, the dissatisfaction is found when the perception is worse than the expectation (Pascual-Nebreda et al, 2022).…”

Section: Introductionmentioning

confidence: 96%

Student Expectation and Perception on Service Quality: Gap Analysis Model

Mon¹

2023

IJAIR

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In the competitive market, it is crucial to stand as the market leaders maintaining the current customers offering the satisfying service quality and creating impacts to attract the potential. Hence, this research identifies the gaps between the customer expectation and perception on the academic service quality of an English Department in Yangon, Myanmar through the five dimensions SERVQUAL model. Deductive approach and exploratory research design are applied in the research. The study uses proportional sampling where a definite number of populations is known and the respondents are selected randomly from every batch. Through mixed method, quantitative and qualitative data are collected from 66 respondents attending English Language Programme. The results reveal that there are significant gaps between the customer expectation and perception, and the customers’ expectation level is higher than the perceived service quality. The qualitative data analysis is not merely provided in the research; therefore, it seems weak to identify the detailed opinions of the respondents’ views on the research factors. The customers’ perception and suggestions should be prioritised for the betterment of developmental progress of the academic service quality. The research indicates the prominence of the customer loyalty to maintain the customer satisfaction in the organisation.

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Understanding dissatisfaction through evaluation theory

Cited by 4 publications

References 95 publications

Critical incidents and dissatisfaction in B2B relationships: an appraisal theory analysis

Critical incidents and dissatisfaction in B2B relationships: an appraisal theory analysis

Workaholism and quality of work-life: a psychosocial pathway to brain-drain syndrome

Student Expectation and Perception on Service Quality: Gap Analysis Model

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