When is therapist metacommunication followed by more client collaboration? The moderation effects of timing and contexts.

2016 ◽  
Vol 63 (6) ◽  
pp. 693-703 ◽  
Author(s):  
Xu Li ◽  
Carol A. Jauquet ◽  
Dennis M. Kivlighan
Keyword(s):  
Moderation Effects ◽  
Client Collaboration

The Impact of Employee Empathy on Brand Trust in Organizational Complaint Response Emails: A Closer Look at Linguistic Realization

2021 ◽  
pp. 232948842110323
Author(s):  
Rebecca Van Herck ◽  
Sofie Decock ◽  
Bernard De Clerck ◽  
Liselot Hudders
Keyword(s):  
Positive Impact ◽  
Brand Trust ◽  
Mediating Effects ◽  
Customer Complaints ◽  
Moderation Effects ◽  
Complaint Handling ◽  
Negative Effect ◽  
Handling Quality ◽  
The Impact

This study investigates the effect of linguistic realizations of employee empathy (LREE) on brand trust in email responses to customer complaints. We explore possible mediating effects of perceived empathy and perceived complaint handling quality and we look into moderation effects of compensation (Study 1) or customer’s acceptance of blame (Study 2). Our aim is to find out if LREE have a negative or positive impact on the customer in cases of partial refunds, either because LREE are being perceived as insincere or as genuine expressions of concern. The results of two experiments show that LREE positively influence brand trust through higher perceived empathy and perceived complaint handling quality. However, the expected negative effect is not found, as LREE are more effective in a low versus high compensation condition. The effectiveness itself is not influenced by the acceptance of blame when a partial refund is offered.

scholarly journals Examining the Antecedents of User Donation Intentions Toward Social Media Articles: Moderation Effects of Social Contagion

SAGE Open ◽  
2021 ◽  
Vol 11 (1) ◽  
pp. 215824402110063
Author(s):  
Isaac Owusu Asante ◽  
Jiaming Fang ◽  
Dennis Fiifi Darko ◽  
Hossin M. D. Altab
Keyword(s):  
Social Media ◽  
Nonprofit Organization ◽  
Perceived Value ◽  
Perceived Usefulness ◽  
Social Contagion ◽  
Moderation Effects ◽  
The Social ◽  
Academic Researchers ◽  
Perceived Enjoyment ◽  
Donation Intention

Donations to articles on social media, as a new behavior, have been trending in recent years. Unlike donations to a charitable and nonprofit organization or victims, donations to social media articles have been accorded minimal attention from academic researchers. From the stimuli–organism–response framework, this study proposed a model to investigate the factors that influence the donation intentions of users on social media toward articles. Our results demonstrate that the credibility of the article determines users’ donation intentions. The results also indicate that the perceived value (usefulness and enjoyment) of the article mediates the effects of article credibility on users’ donation intentions. The social contagion nature of the article is also proven to moderate the magnitude of impacts on donation intention by users’ perceived usefulness, perceived enjoyment, and perception of article credibility.

Sign in / Sign up

Export Citation Format

Share Document