Psychological reports
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Psychological reports · Dec 2006
Randomized Controlled TrialAn experimental investigation of justice-based service recovery on customer satisfaction, loyalty, and word-of-mouth intentions.
Service recovery is related to many important organizational outcomes such as customer satisfaction, loyalty, and profitability. Within the theoretical framework of organizational justice, an experiment using a simulated "live" service failure was used to assess the effects of justice-based service-recovery strategies on customer satisfaction, loyalty, positive word-of-mouth intentions, and negative word-of-mouth intentions. ⋯ Satisfaction and loyalty for those in the failure conditions were equal to, although not higher than, in the no-failure control condition. Practical implications for organizational practices are discussed.
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Psychological reports · Feb 1989
Randomized Controlled Trial Clinical TrialConsumption of attention versus affect elicited by cognitions in modifying acute pain.
40 subjects were randomly assigned to conditions of high pleasure, low pleasure, high anger, or low anger in a 2 x 2 (intensity x affect) design. Although subjects used highly intense cognitions more than less intense ones, pleasant cognitions produced higher tolerance for pressure pain. Modification of pain may be mediated by specific affect rather than intensity or consumption of attention.