No abstract

Purpose-The purpose of this paper is to place grudge-holding as a theoretical construct, measure it, and empirically place it in a nomological net and, additionally to discuss the consequences of grudge-holding in this research. Design/methodology/approach-A 2 × 2 scenario-based experiment was performed using 320 subjects, approximately 80 people per condition. The size of the exit barrier (high/low) and the effectiveness of the service recovery (good/poor) were varied between each scenario to determine changes in grudge-holding. Findings-Some consequences of grudge-holding are retaliation desire and communication avoidance. Although trust was tested in this research, and is still an important relationship variable, the results show that loss of trust cannot explain these outcomes in the presence of grudge-holding. Research limitations/implications-The results are limited by the fact that they are based on scenarios rather than real events. As such, they should be interpreted with some caution, and confirmed by later studies using cross-sectional or natural experimental data. Practical implications-A grudge-holding item should be included in routine customer satisfaction surveys, especially since grudgeholders are less likely to initiate communication. If grudge-holding is suspected, this paper suggests steps that managers can take to defuse grudges. Originality/value-The results of this research confirm that grudge-holding is an important construct of service relationships. Understanding grudge-holding is important because it predicts the desire for retaliation and the desire to avoid communication, both of which can increase expenses for the firm, and eventually lead to a mass exit of customers.

This research investigated the consequences of powerlessness when consumers experience service failure with a company that has high‐exit barriers. The specific consequences investigated were three types of secondary control, which are grudge‐holding, avoidance (predictive avoidance), and retaliation desire. These secondary control coping strategies highlight consumers' ability to control their personal behaviors and thoughts, even when they cannot completely control the outcomes of a situation. A qualitative study, followed by a scenario‐based survey and structural equation model, suggest that the primary direct consequences of powerlessness in commercial relationships are grudge‐holding and predictive avoidance, and that both predictive avoidance and a desire to retaliate are further consequences of grudge‐holding. The results of this research underscore the importance of understanding the role of powerlessness and its consequences in consumer–firm relationships. Copyright © 2009 John Wiley & Sons, Ltd.

Objective: To review the theoretical benefits of airway pressure release ventilation (APRV), summarize the evidence for its use in clinical practice, and discuss different titration strategies. Data Source: Published randomized controlled trials in humans, observational human studies, animal studies, review articles, ventilator textbooks, and editorials. Data Summary: Airway pressure release ventilation optimizes alveolar recruitment, reduces airway pressures, allows for spontaneous breathing, and offers many hemodynamic benefits. Despite these physiologic advantages, there are inconsistent data to support the use of APRV over other modes of ventilation. There is considerable heterogeneity in the application of APRV among providers and a shortage of information describing initiation and titration strategies. To date, no direct comparison studies of APRV strategies have been performed. This review describes 2 common management approaches that bedside providers can use to optimally tailor APRV to their patients. Conclusion: Airway pressure release ventilation remains a form of mechanical ventilation primarily used for refractory hypoxemia. It offers unique physiological advantages over other ventilatory modes, and providers must be familiar with different titration methods. Given its inconsistent outcome data and heterogeneous use in practice, future trials should directly compare APRV strategies to determine the optimal management approach.

No abstract