Unprecedented success of Online Social Networks, such as Facebook, has been recently overshadowed by the privacy risks they imply. Weary of privacy concerns and unable to construct their identity in the desired way, users may restrict or even terminate their platform activities. Even though this means a considerable business risk for these platforms, so far there have been no studies on how to ...

This paper aims to improve the understanding of outcomes service recovery in a post-transition context by examining relationships between four dimensions perceived justice and satisfaction (SRS), positive word mouth (PWOM) repurchase intentions. Results from survey 217 Slovenian telecommunications customers with actual experiences reveal that distributive, informational interpersonal (but not p...

Speaking as part of a conversation is different from reading out aloud. Speech synthesis systems, however, are typically developed using assumptions (at least implicitly) that are more true of the latter than the former situation. We address one particular aspect, which is the assumption that a fully formulated sentence is available for synthesis. We have built a system that does not make this ...

Despite the compelling evidence linking complaint handling to subsequent purchase behaviour, relatively little progress has been made in developing a theoretical understanding of how consumers evaluate a company‘s response to their complaints. One construct that has shown promise in explaining individuals’ reactions to a variety of conflict situations is perceived justice. This theoretical pers...

Although a potentially significant issue to managers and academics alike, opportunistic customer behavior in the service recovery context has been largely ignored. A multi-stage research program, comprising actual customer claims (Study 1), in depth customer interviews (Study 2) and three experimental studies (Studies 3, 4, 5), explored opportunistic customer claiming behavior during service re...

Based on survey results from over fifty groups of workers and their employees, it has been determined that worker perceptions related to safety climate, interactional justice, and task and team safety proficiency behaviors act as mediators between a system of safety management practices and reductions in recordable injuries and, to a lesser extent, lost time injuries. It appears that in those i...

Illegitimate tasks represent a task-level stressor derived from role and justice theories within the framework of "Stress-as-Offense-to-Self" (SOS; Semmer, Jacobshagen, Meier, & Elfering, 2007). Tasks are illegitimate if they violate norms about what an employee can properly be expected to do, because they are perceived as unnecessary or unreasonable; they imply a threat to one's professional i...

a r t i c l e i n f o Understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. This study explores the effects of service quality and justice on customer satisfaction, which, in turn, affects continuance intention of mobile services. Service quality, justice and customer satisfaction were measured by multiple dimensions. A researc...

This paper examines the phenomenon of interdisciplinary collaboration to critically appraise the widespread idea that working together requires the integration of knowledge. We build both on the concepts of common ground/grounding and interactional/contributory expertise to analyze in two case studies how common ground evolves in practice. We find that building common ground is a continuous pro...