Framing your concerns right: an analysis of air passengers' complaints during two time periods DOI
Divya Sharma, M. Vimalkumar, Sirish Kumar Gouda

и другие.

Journal of Service Theory and Practice, Год журнала: 2023, Номер 33(6), С. 721 - 747

Опубликована: Авг. 31, 2023

Purpose Consumers are increasingly choosing social media over other channels and mechanisms for grievance redressal. However, not all grievances elicit a response from businesses. Hence, in this research the authors aim to explore effect of complainant's characteristics complaint's content on likelihood receiving business media. Design/methodology/approach The build conceptual model then empirically test it use data consumer received by an Indian airline operator Twitter during two time periods – first corresponding lockdown Covid-19 pandemic, second resumption as usual following these lockdowns. logistic regression hazard rate delay, respectively, customer grievances. Findings Complainants with high influence more likely get their While tagging individuals accounts complaint has negative both periods, regulatory bodies was only period. readability valence were found positively affect grievance. significant Originality/value This offers insights what elicits responses service provider consumers' platforms. extant literature is plenty how firms should be engaging consumers online communities built, but scanty redressal is, therefore, useful providers who inclined improve handling mechanisms, well as, authorities ombudsmen.

Язык: Английский

A multifactorial framework of psychobehavioral determinants of coping behaviors: an online survey at the early stage of the COVID-19 pandemic DOI Creative Commons
Yi Ding, Ryo Ishibashi, Tsuneyuki Abe

и другие.

Frontiers in Psychiatry, Год журнала: 2023, Номер 14

Опубликована: Авг. 10, 2023

Coronavirus disease 2019 dramatically changed people’s behavior because of the need to adhere infection prevention and overcome general adversity resulting from implementation measures. However, coping has not been fully distinguished risk perception, a comprehensive picture demographic, risk-perception, psychobehavioral factors that influence major coping-behavior remain be elucidated. In this study, we recruited 2,885 Japanese participants. Major risk-perception were identified via exploratory factor analysis 50 candidate items. Then, conducted hierarchical multiple regression investigate associated with each factor. We four types [CB1 (mask-wearing), CB2 (information-seeking), CB3 (resistance social stagnation), CB4 (infection-prevention)] three [RP1 (shortages daily necessities), RP2 (medical concerns), RP3 (socioeconomic concerns)]. CB1 was positively female sex etiquette. related RP1 RP3. leadership, negatively sex, etiquette, active well-being. This parsimonious model may help elucidate essential dynamics provide theoretical framework for during pandemic.

Язык: Английский

Процитировано

3

Online compassion on the border: The case of Chinese undergraduates on social media in the first weave of COVID-19 pandemic DOI
Shuangshuang Xu, Ye Lin, Aruna Wu

и другие.

Culture & Psychology, Год журнала: 2024, Номер unknown

Опубликована: Янв. 9, 2024

As a prosocial response towards others’ suffering exposed on social media, online compassion played critical role in the pandemic crisis. Against backdrop of and over-use it may be difficult to elicit maintain compassion. This study examines unique challenges faced by media news first weave pandemic. The theoretical frame cultural psychology semiotic mediation was adopted highlight as fluid bordering process characterized mechanisms distinction, affectivization transformation. An empirical interview with Chinese undergraduate students also included show dynamic evolving from December, 2019 June 2020. results revealed hierarchical regulation integrating both pre-reflective affective level higher cognitive level, leading different paths into distress or acts real life.

Язык: Английский

Процитировано

0

Extraversion in COVID-19 Coping and Actionable Insights from Considering Self-Directed Learning DOI Creative Commons
Carol Nash

COVID, Год журнала: 2023, Номер 3(6), С. 831 - 858

Опубликована: Май 25, 2023

Extraversion, of the Big Five personality traits, has been identified as most socially relevant traits with respect to positive COVID-19 coping—yet research is found conflicting. Studies assessing this discrepancy have not situated influence extraversion within a geographical and historical context. Thus, likely contributor missed. Furthermore, based on other-directed learning coping, considered regarding its contrast self-directed learning. To provide context, an examination high-ranking Google Scholar results coping from different countries during pandemic’s various waves undertaken, including introduction vaccines factor in decreasing COVID-19’s perceived threat. These are then examined for relationships public opinion. Following, compared differentiated An understanding thus presented when will be effective trait it not. Extraversion’s effect inherently inconsistent identifying because dependence The conclusion: stability contingent personal values that guide rather than extraversion’s

Язык: Английский

Процитировано

1

“Understanding Others in Moments of Crisis” A Special Issue of Social Psychology DOI
Dana Schneider, Pascal Burgmer, Thorsten M. Erle

и другие.

Social Psychology, Год журнала: 2023, Номер 54(1-2), С. 1 - 3

Опубликована: Янв. 1, 2023

Язык: Английский

Процитировано

0

Framing your concerns right: an analysis of air passengers' complaints during two time periods DOI
Divya Sharma, M. Vimalkumar, Sirish Kumar Gouda

и другие.

Journal of Service Theory and Practice, Год журнала: 2023, Номер 33(6), С. 721 - 747

Опубликована: Авг. 31, 2023

Purpose Consumers are increasingly choosing social media over other channels and mechanisms for grievance redressal. However, not all grievances elicit a response from businesses. Hence, in this research the authors aim to explore effect of complainant's characteristics complaint's content on likelihood receiving business media. Design/methodology/approach The build conceptual model then empirically test it use data consumer received by an Indian airline operator Twitter during two time periods – first corresponding lockdown Covid-19 pandemic, second resumption as usual following these lockdowns. logistic regression hazard rate delay, respectively, customer grievances. Findings Complainants with high influence more likely get their While tagging individuals accounts complaint has negative both periods, regulatory bodies was only period. readability valence were found positively affect grievance. significant Originality/value This offers insights what elicits responses service provider consumers' platforms. extant literature is plenty how firms should be engaging consumers online communities built, but scanty redressal is, therefore, useful providers who inclined improve handling mechanisms, well as, authorities ombudsmen.

Язык: Английский

Процитировано

0