Ana B. Casado-Díaz

Explaining satisfaction in double deviation scenarios: the effects of anger and distributive justice

Research has shown that more than half of attempted recovery efforts only reinforce dissatisfaction, producing a ‘double deviation’ effect. Surprisingly, these double deviation effects have received little attention in service marketing literature. Yet no study has specifically investigated which are the main determinants of the formation of customer satisfaction judgments in double deviation contexts. To fill this gap, we develop and empirically test a model based on the existing service recovery literature. Specifically, we focus on two theoretical frameworks: social justice theory and theories of emotion. We examine the effect of anger with service recovery on satisfaction with service recovery, as well as the role of distributive justice on the elicitation of the specific emotion of anger with service recovery and satisfaction with service recovery. Results support the model and highlight the important role of specific recovery-related emotions in double deviation contexts. Implications for practice and future research are discussed. La investigacion previa ha mostrado que mas de la mitad de los esfuerzos de recuperacion solo refuerzan la insatisfaccion, produciendo un efecto de desviacion doble. Sorprendentemente, estos efectos de desviacion doble han recibido muy poca atencion en la literatura de marketing de servicios. Hasta la fecha, ningun trabajo ha investigado empiricamente cuales son los principales determinantes en la formacion de los juicios de satisfaccion en contextos de desviacion doble. Para cubrir este hueco, desarrollamos y analizamos empiricamente un modelo basado en la literatura de recuperacion de servicios existente. Especificamente, nos basamos en dos esquemas conceptuales: la teoria de la justicia social y las teorias sobre emociones. Examinamos el efecto del enfado con la recuperacion del servicio en la satisfaccion con la recuperacion del servicio, asi como el papel de la justicia distributiva como activador de emociones especificas de enfado y como antecedente de la satisfaccion con la recuperacion del servicio. Los resultados confirman el modelo propuesto y ponen de manifiesto el importante papel de las emociones especificas relacionadas con la recuperacion en contextos de desviacion doble. Finalmente, se discuten las implicaciones de gestion y las lineas futuras de investigacion.

Linking tourism, retirement migration and social capital

A general trend in the study of international retirement migration has been the increased attention paid to the social contacts and network connections of the migrants in both the destination and the origin areas. These studies have examined the extent to which migrants build social relationships with their neighbours and the host society while also maintaining social links with their countries of origin, addressing the central role that leisure travel plays in sustaining increasingly dispersed social networks and maintaining the social capital of these networks and of the individuals involved in them. Using a case study approach to examine British retirement migration to Spain, we explore the relevance of transnational social networks in the context of international retirement migration, particularly the intensity of bidirectional visiting friends and relatives (VFR) tourism flows and the migrants’ social contacts with friends and/or family back in their home country. Building on the concept of social capital and Putnams distinction between bonding and bridging social capital, we propose a framework for the analysis of the migrants’ international social networks. The results of a study conducted based on a sample of 365 British retirees living in the coast of Alicante (Spain) show both the strength of the retirees’ international bonding social capital and the role of ‘VFRs travel and communication technologies in sustaining the migrants’ transnational social practices and, ultimately, their international bonding social capital. It also provides evidence for the reinforcing links between tourism-related mobility and amenity-seeking migration in later life.

The differentiated effects of CSR actions in the service industry

Purpose – The purpose of this study is to attempt to explain why the impact of Corporate Social Responsibility (CSR) initiatives may be different and/or more important in service firms compared to manufacturing firms. CSR is becoming a common strategy, hence its extensive research. Central to it is the analysis of the effect of CSR on a firm’s performance, whose outcome depends on firm-specific and industry-related factors. Design/methodology/approach – The event study methodology is applied to all the 248 companies that have ever traded on the Spanish Stock Market between 1990 and 2007. A regression analysis examines potential different effects of CSR on service and goods firms. Findings – The results show that CSR activities have a positive impact on firm performance that is higher for service firms than for manufacturing firms. Actions related to the environment, responsible labor relationships and good corporate governance are especially important in the service context. Research limitations/implicati...