Purpose Drawing from the compensation effects in social cognition theory, this study aims to investigate the interactive effects of employees’ warmth and competence and service failure types on customer’s service recovery cooperation intention after a service failure and before service recovery is completed. Design/methodology/approach This study used a scenario-based experiment with a 2 (high vs low) warmth × 2 (high vs low) competence × 2 (outcome failure vs process failure) service failure between-subjects design. Data were collected using an online panel. Findings This study finds that employees’ low warmth and high competence in outcome failure situations and high warmth and low competence in process failure situations are most effective at increasing customers’ service recovery cooperation intention. The findings further suggest that customers’ cooperation intention is prone to tradeoffs between customers’ perceptions of employees’ warmth and competence as suggested by compensation effects in social cognition theory, such that the effectiveness of employees’ warmth (competence) is curtailed by employees’ competence (warmth). Practical implications The findings of this study provide insights to hospitality managers for effective service recovery management. Hospitality companies can enhance customers’ behavioral intentions by training employees to demonstrate appropriate warmth and competence combination that meet customers’ expectations for a specific failure type. Originality/value This study argues that customer’s service recovery cooperation intention depends on the combination of warmth and competence displayed by employees after a service failure. The expected combination of warmth and competence varies depending on the service failure context.

No abstract

Cognitive and neural processes underlying visual creativity have attracted substantial attention. The current research uses a critical time point analysis (CTPA) to examine how spontaneous activity in the primary visual area (PVA) is related to visual creativity. We acquired the functional magnetic resonance imaging (fMRI) data of 16 participants at the resting state and during performing a visual creative synthesis task. According to the CTPA, we then classified spontaneous activity in the PVA into critical time points (CTPs), which reflect the most useful and important functional meaning of the entire resting-state condition, and the remaining time points (RTPs). We constructed functional brain networks based on the brain activity at two different time points and then subsequently based on the brain activity at the task state in a separate manner. We explore the relationship between resting-state and task-fMRI (T-fMRI) functional brain networks. Our results found that: (1) the pattern of spontaneous activity in the PVA may associate with mental imagery, which plays an important role in visual creativity; (2) in comparison with the RTPs-based brain network, the CTP-network showed an increase in global efficiency and a decrease in local efficiency; (3) the regional integrated properties of the CTP-network could predict the integrated properties of the creative-network while the RTP-network could not. Thus, our findings indicated that spontaneous activity in the PVA at CTPs was associated with a visual creative task-evoked brain response. Our findings may provide an insight into how the visual cortex is related to visual creativity.

No abstract

University students having high entrepreneurial intention while not transferring into actual entrepreneurial behavior is a contradictory issue in need of in-depth research. To explore the successive development mechanism of the entrepreneurial process, this study constructed a moderated mediation model to examine whether entrepreneurial commitment from three dimensions (affective, behavioral, and continuance) mediated the relationship between entrepreneurial intention and behavior, and whether this mediating process was moderated by family support. A survey was conducted among university students from six major universities in south China using the snowball sampling approach. A total of 469 valid responses were obtained (44.6% male and 55.4% female participants). Structural equation modeling was adopted for data analysis. According to the results of the confirmatory factor analysis, it was found that entrepreneurial intention had both direct and indirect positive effects on entrepreneurial behavior, while entrepreneurial commitment worked as the mediator, and family support moderated the relationship between entrepreneurial intention and behavior. Results indicated that entrepreneurial commitment bridged the path from entrepreneurial intention to behavior, and family support created the boundary effect. This finding highlights the importance of guiding students through entrepreneurial commitment toward entrepreneurial behavior, and pays special attention to the crucial role of family support under the national strategy.