Leveraging technology to diminish hostility in service recovery

Abstract

Since the most common causes for dissatisfaction in service recovery comes from service providers' hostility, we propose technology to be an efficient way to diminish hostility in service recovery. Unlike most researches to find the solution from the perspective of emotional labor, we discuss technology's benefits to emotional uncertainty. On the theoretical background of affective expectation model, C-O-P triangles, and emotional perspectives, we define the problem in service recovery and propose technology to be the solution. Our contribution is to integrate the existing literature of service recovery in aspect of customer compliant, service hostility, and technology adoption, and find the interdependence between technology-based and human encounter strategies in service recovery. Besides, our findings have interesting implications for design of service recovery systems.

Smart Homes as Catalysts for Sustainable Consumption: A Digital Economy Perspective

“…also confirmed the impact of HT on the intention to use technologies such as smartphones and tablets for various activities [99], smart banking [100], internet marketing [101], mobile messaging [102], home digital services [103], and purchasing through online social networks [104]. These earlier findings have led us to believe the following: H12.…”

“…Numerous studies have shown that PE has a positive and significant impact on the adoption of accessing electronic health records [93], learning in computer-supported classrooms [94], mobile app usage for digital wellness [95], mobile social network site usage by consumers [96], accessing social media by consumers [97], and the adoption and use of intermodal travel systems [98]. Other research on the intention to use internet or mobile technologies has confirmed the impact of PE on intention to use, such as for the use of smartphones and tablets for various activities [99], accessing technology that enables smart banking [100], marketing through the internet [101], mobile messaging [102], home digital services [103], and purchasing via social media platforms [104]. We suggest the following hypothesis: H6.…”

“…Facilitating conditions (FC): According to various researchers, FC has a positive and substantial effect on the adoption of technologies including electronic health records [93], computer-supported learning [94], digital wellness apps [95], consumer use of mobile social networks [96], consumer access to social media [97], and the adoption and use of intermodal travel systems [98]. In addition, the research on the intention to use internet or mobile technologies has confirmed the impact of FC on the intention to use technologies such as smartphones and tablets for various activities [99], smart banking [100], internet marketing [101], mobile messaging [102], home digital services [103], and purchasing through social media platforms [104]. We hypothesize the following: H9.…”

International Joint Ventures’ Knowledge Acquisition: Critical Literature Review

“…Inter-and intra-organizational knowledge transfer [27] Inter-organizational knowledge transfer: Current themes and future prospects Inter-organizational knowledge transfer [24] Research on knowledge transfer in organizations: a morphology knowledge transfer [28] Knowledge communication and translation-a knowledge transfer model a knowledge transfer [37] Co-citation analysis of the scientific literature on innovation research traditions Diffusion of innovations and technology transfer [29] Antecedents and consequences of inter-organizational knowledge transfer: Emerging themes and openings for further research inter-organizational knowledge transfer [30] Knowledge management in strategic alliances: a review of empirical evidence Knowledge management [23] Subsidiary knowledge flows in multinational corporations: Research accomplishments, gaps, and opportunities knowledge flows Author (Year) Title Focus [38] A literature review with citation analysis of technology transfer Technology transfer [32] The evolving state-of-the-art in technology transfer research: Revisiting the contingent effectiveness model technology transfer [25] Technology, innovation, and knowledge: The importance of ideas and international connectivity Technology, innovation, and knowledge [26] Inter-organisational technology/knowledge transfer: a framework from critical literature review…”

“…Sustainability 2023, 15, x FOR PEER REVIEW 3 of 18 [37] Co-citation analysis of the scientific literature on innovation research traditions Diffusion of innovations and technology transfer [29] Antecedents and consequences of inter-organizational knowledge transfer: Emerging themes and openings for further research inter-organizational knowledge transfer [30] Knowledge management in strategic alliances: a review of empirical evidence Knowledge management [23] Subsidiary knowledge flows in multinational corporations: Research accomplishments, gaps, and opportunities knowledge flows [38] A literature review with citation analysis of technology transfer Technology transfer [32] The evolving state-of-the-art in technology transfer research: Revisiting the contingent effectiveness model technology transfer [25] Technology, innovation, and knowledge:…”