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This article investigates the processes through which relationship quality influences attributional, emotional, and behavioral responses to service failures. Results indicate that relationship quality reduces the likelihood of adverse behaviors by making blame and anger less intense. Results confirm the importance of relationship building behaviors and suggest strategies for reducing vulnerability to customer defection and adverse communications. To reduce negative word-of-mouth, managers should use relationship-building efforts to augment service recovery programs. To make customer exit less likely, service managers should invest in relationship building efforts that help to differentiate their service offers and increase barriers to exit.

This study examined the effects of resume writing quality and ethnicity cues on employment decisions. Prior research on resume quality is scant and no prior studies have examined the role of both resume quality and ethnicity on employment decisions. Participants reviewed a fictitious resume (error-laden or error-free) of a Black, Hispanic or White candidate for the job of Sales Manager. Applicants with error-laden resumes were less likely to be interviewed, hired, offered lower starting salaries and rated lower on job-related traits than applicants with error-free resumes. Although ethnicity did not affect the likelihood of getting interviewed or hired, White applicants were offered higher salaries and rated higher on several job-related traits than Black and Hispanic job applicants. Furthermore, Black applicants with error-free resumes received over 6% less in starting salary than White applicants with error-laden resumes. A practical implication of these findings is that applicants should ensure that their resume contains no spelling, grammatical or typographical errors. These results also suggest that non-White job applicants need job qualifications that exceed those of White applicants to achieve pay equity. This paper provides further evidence for and enhances understanding of implicit race bias toward non-White job applicants.

This study investigated the applicability of the Big Five and FIRO-B frameworks as predictors of group process outcomes in the context of student teams.  The personality dimensions of Agreeableness, Extraversion, Conscientiousness, and Neuroticism were correlated with the interpersonal behavior dimensions of Inclusion, Affection, and Control.  The degree of association between personality and interpersonal factors differed by personality dimension.  No relationship was found for the Openness dimension.  Results of the study support the applicability of both frameworks in the context of student teams.  Results suggest that unlike the clinical and workplace participants in prior studies, business student subject are sufficiently homogeneous to support the distinction between the FIRO-B constructs of Inclusion and Affection.