Pictures vs. reality: Roles of disconfirmation magnitude,disconfirmation sensitivity,and branding

This study aims to increase our understanding of the effects of food pictures in formulating customers’ expectations and performance evaluation, which, in turn, affect customer satisfaction, trust, and behavioral intentions in the restaurant context. Extending the expectancy disconfirmation theory, we have conducted three experimental designed studies involving a total of 1105 customers. Specifically, study 1 explores three disconfirmation magnitudes (low, moderate, high) and their impact on customer evaluations and behaviors. Study 2 demonstrates the interactive effects of disconfirmation magnitude and branding on customer trust, suggesting that branding mitigates the negative effect of disconfirmation magnitude on trust. Study 3 includes individual differences of disconfirmation sensitivity to explain the variation of the expectancy disconfirmation model, revealing that customers with higher disconfirmation sensitivity are less likely to be satisfied and trust a restaurant as the disconfirmation magnitude increases. Theoretical and managerial implications are provided.     

Anger punishes,compassion forgives: How discrete emotions mitigate double standards in consumer ethical judgment

Prior research has identified that consumers may judge similar unethical behaviors differently depending on the actor in such behaviors; a phenomenon called double standards. While some studies have examined why consumer double standards may occur, it is less clear how to mitigate their occurrence. The present study examines the role of different, discrete emotions – anger and compassion – in mitigating double standards using two experimental studies, involving a total of 562 participants from Indonesia. The results indicate the existence of double standards, in that consumers were harsher in their judgment of unethical conduct by prosperous (vs. non-prosperous) companies. More importantly, the findings establish that anger and compassion can diminish double standards in consumer ethical judgments. Furthermore, these emotion effects are explained by two distinct mechanisms. Specifically, anger reduces repurchase likelihood when mediated by perceived justice, while compassion mediated by forgiveness increases repurchase likelihood. The research limitations and implications are also discussed.     

铁路工程项目方案评价和优选的MADM方法研究

根据铁路工程项目方案评价与优选特点,以MADM方法为主体,组合运用了群决策、多级模糊综合评判等方法,建立了铁路工程项目方案评价与选优的体系。主要的结论是:提出在线性标准化的基础上,利用幂函数进行非线性属性标准化方法;将多级模糊综合评判模型进行变换,设计了一种简单有效的属性权重赋值方法。