Spinning the Wheel: The Effectiveness of Gamification in Service Recovery

Journal of Service Research, Journal Year: 2025, Volume and Issue: unknown

Published: Feb. 15, 2025

This research offers insights into the efficacy of gamification in a failure-recovery context, that is, providing recovery through gamified experience. Using one field study and three online experiments across different contexts (i.e., retail, restaurant, gym, hotel), we show compensation offered spin-the-wheel game) can have positive effect on satisfaction. is mediated by perceived enjoyment game moderated customer choice, failure severity, level, time pressure. Specifically, find has when customers are mild, receive full or overcompensation they experience sense winning), do not face However, backfire negative severe, only partial loss), Finally, single-paper meta-analysis provides aggregated evidence these effects. For managers, our findings provide initial usefulness this strategy explain how it should be implemented.

Language: Английский

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Information push strategies in e-commerce:emotional and cognitive mechanisms shaping purchase decisions: multi-method approaches

Journal of Marketing Analytics, Journal Year: 2025, Volume and Issue: unknown

Published: Feb. 18, 2025

Language: Английский

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Using affective content to promote high-involvement services on social media

Journal of Business Research, Journal Year: 2024, Volume and Issue: 179, P. 114676 - 114676

Published: April 27, 2024

Service providers' communication on social media has become a viable method to influence customer purchasing behavior and firm outcomes.Because services are intangible, one of the most pertinent challenges is design text-based content reduce customers' perceived risk enhance desired outcomes.According Emotions as Social Information (EASI) theory, affective expression can positively observer's reactions.Yet, evidence suggests that (i.e., use words) less helpful in high-involvement situations, customers prefer cognitive information risk.However, four experiments reveal highinvolvement service providers purchase intentions by employing their online communication.This because signals effort provider, reducing risk, increasing intentions.Results also demonstrate works better for prevention-(vs.promotion) focused with high-quality reputations, indicating relative primacy inferential over processes when evaluating content.Practically, should carefully rebalance increase posts.

Language: Английский

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An online review-based method for dealing with exogenous shocks in the hospitality industry

Total Quality Management & Business Excellence, Journal Year: 2024, Volume and Issue: 35(13-14), P. 1611 - 1639

Published: Aug. 9, 2024

To provide hospitality managers with an effective way to respond exogenous shocks, this study proposes a quantitative opportunity score algorithm based on the primary effect of psychology and affect-as-information theory. The proposed can assist in prioritizing service improvements by calculating importance performance restaurant attributes. Specifically, using COVID-19 pandemic as example, explores shifts attributes under different degrees restrictions online reviews. results show that whether or not restaurants take measures have impact attributes, which means develop eventual improvement strategies differently. This only provides insights management recommendations for deal post-epidemic but also methodological support further other shocks.

Language: Английский

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Consumers’ rational attitudes toward online shopping improve their satisfaction through trust in online shopping platforms

Current Psychology, Journal Year: 2024, Volume and Issue: unknown

Published: Sept. 2, 2024

Language: Английский

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Examining the interplay of information, emotions, and behavior: PLS-ANN analysis

Frontiers in Communication, Journal Year: 2024, Volume and Issue: 9

Published: Sept. 26, 2024

This study investigates the interplay between platform information push, consumer emotions, and purchase behavior in Macau’s cross-border e-commerce context using PLS-ANN analysis piecewise linear regression. The findings reveal nuanced effects of push on pleasure annoyance, with distinct patterns emerging at different levels. These emotional responses significantly influence intentions actual behavior. Pleasure has a positive impact, while annoyance negatively affects outcomes. To optimize sentiment drive sales, platforms should strategically manage content, presentation, timing. Harnessing balancing sufficiency overload prevention, fostering long-term connections are crucial. Adapting strategies to diverse market preferences is vital for success. expands affect-as-information contagion theories, offering actionable suggestions precision marketing. Future research explore additional emotive dimensions, individual differences, contextual moderators enrich model.

Language: Английский

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Beneath the colorness skies: Does weather influence consumer color preference?

Journal of Retailing and Consumer Services, Journal Year: 2024, Volume and Issue: 82, P. 104154 - 104154

Published: Nov. 19, 2024

Language: Английский

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