Araştırma Makalesi
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HİZMET ADALETSİZLİĞİNİN DEĞERLENDİRİLMESİNDE KISKANÇLIK VE GLUCKSCHMERZ DUYGULARININ ROLÜ

Yıl 2023, Cilt: 16 Sayı: 3, 731 - 758, 30.09.2023

Öz

Bu çalışma hizmet ortamında karşılaşılan adaletsizliklerin müşterilerin tekrardan ziyaret etme niyetleri üzerindeki etkisini ve bu süreçte gluckschmerz (yani başkalarının yaşadığı talihli durumdan duyulan rahatsızlık) ve kıskançlık duygularının rolünü incelemektedir. Aynı zamanda sosyal kimlik teorisinden hareketle grup kimliğinin bu süreçteki düzenleyici rolü de incelenmiştir. 2 (yüksek adaletsizlik ve düşük adaletsizlik) x 2 (iç-grup ve dış-grup) denekler-arası deneysel serim kullanılan ve 331 kişinin senaryolara rassal olarak atandığı bu araştırmada, hizmet adaletsizliği ve adaletsizlikten avantaj elde eden kişilerin grup kimlikleri manipüle edilmiştir. Analiz sürecinde düzenleyicilik, aracılık ve düzenleyici aracılık analizleri ile geliştirilen hipotezler test edilmiştir. Elde edilen bulgulara göre hizmet adaletsizliği ile karşılaşan tüketicilerde kıskançlık ve gluckschmerz duyguları ortaya çıkmakta ve müşterilerin hizmet ortamını tekrar ziyaret etme niyetleri zayıflamaktadır. Bununla birlikte bu etki, adaletsizlikten avantaj elde eden diğer müşterinin, asıl müşteri ile bir bağının olmadığı durumlarda (dış-grup) kıskançlık üzerinden gözlemlenirken, kişinin kendi grubundan tüketicilerin avantaj elde etmesi durumunda kıskançlık duygusu ortaya çıkmamaktadır. Beklenenin aksine, hizmet adaletsizliğinin gluckschmerz duygusu üzerindeki etkisinde ise grup kimliğinin herhangi bir düzenleyici rolünün olmadığı görülmüştür. Son olarak, bu çalışma, hizmet ortamında tanık olunan çeşitli durumlarda hizmet adaletsizliğinin hizmet işletmelerine yönelik niyetleri hangi duygular aracılığı ile ve hangi koşullar altında etkilediğini göstererek, yöneticilere alabilecekleri önlemler ve bu duygusal sürecin yönetimi ile ilgili önerilerde bulunmuştur.

Kaynakça

  • Ackerman, D., & Perner, L. (2004). Did you hear what my friend paid! Examining the consequences of social comparisons of prices. Advances in Consumer Research, 31 (2004), 586-592
  • Anaya, G. J., Miao, L., Mattila, A. S., & Almanza, B. (2016). Consumer envy during service encounters. Journal of Services Marketing, 30(3), 359-372.
  • Baumel, A., & Berant, E. (2015). The role of attachment styles in malicious envy. Journal of Research in Personality, 55, 1-9.
  • Ben-Ze'ev, A. (1990). Envy and jealousy. Canadian Journal of Philosophy, 20(4), 487-516.
  • Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71-84.
  • Brown, D. J., Ferris, D. L., Heller, D., & Keeping, L. M. (2007). Antecedents and consequences of the frequency of upward and downward social comparisons at work. Organizational Behavior and Human Decision Processes, 102(1), 59-75.
  • Buunk, B. P., Gibbons, F. X., & Reis-Bergan, M. (1997). Social comparison in health and illness: A historical overview. B. P. Buunk & F. X. Gibbons (Eds.), Health, coping and well-being: Perspectives From Social Comparison Theory. 1–23. Mahwah, NJ: Lawrence Erlbaum.
  • Cialdini, R. B. (2009), Influence: Science and Practice, 5. baskı, Prentice-Hall, Upper Saddle River, NJ.
  • Cikara, M., Bruneau, E., Van Bavel, J. J., & Saxe, R. (2014). Their pain gives us pleasure: How intergroup dynamics shape empathic failures and counter-empathic responses. Journal of Experimental Social Psychology, 55 (Kasım), 110-125.
  • Combs, D. Y., Powell, C. J., Schurtz, D., & Smith, R. H. (2009). Politics, schadenfreude, and ingroup identification: The sometimes happy thing about a poor economy and death. Journal of Experimental Social Psychology, 45(4), 635–646.
  • Crusius, J., & Mussweiler, T. (2012). When people want what others have: The impulsive side of envious desire. Emotion, 12(1), 142.
  • Doğan, S. (2018). Özdeşleşmenin Reklama Karşı Tutum ve Satın Alma Niyeti Üzerindeki Etkisinde Ünlü-Ürün Uyumunun Ilımlaştırıcı Rolü. Yayınlanmamış Doktora Tezi, Anadolu Üniversitesi, Eskişehir.
  • Dreze, X., & Nunes, J. C. (2009). Feeling superior: The impact of loyalty program structure on consumers' perceptions of status. Journal of Consumer Research, 35(6), 890-905.
  • Feather, N. T., & Sherman, R. (2002). Envy, resentment, schadenfreude, and sympathy: Reactions to deserved and undeserved achievement and subsequent failure. Personality and Social Psychology Bulletin, 28(7), 953-961.
  • Fernandes, T., & Calamote, A. (2016). Unfairness in consumer services: Outcomes of differential treatment of new and existing clients. Journal of Retailing and Consumer Services, 28, 36-44.
  • Festinger, L. (1954). A theory of social comparison processes. Human Relations, 7(2), 117-140.
  • Fineman, S. (1993). Emotion in organisations. London: Sage.
  • Fischer, A. H., & Manstead, A. S. R. (2008). Social functions of emotion. In M. Lewis, J. M. Haviland-Jones & L. F. Barrett (Eds.), Handbook of Emotions (3. baskı., 456–468). New York, NY: Guilford Press.
  • Fredrickson, B. L. (2001). The role of positive emotions in positive psychology: The broaden-and-build theory of positive emotions. American Psychologist, 56(3), 218.
  • Garnefeld, I., & Steinhoff, L. (2013). Primacy versus recency effects in extended service encounters. Journal of Service Management, 24(1), 64-81.
  • Gervais, M. M., & Fessler, D. M. (2017). On the deep structure of social affect: Attitudes, emotions, sentiments, and the case of “contempt”. Behavioral and Brain Sciences, 40, e225.
  • Grégoire, Y., Laufer, D., & Tripp, T. M. (2010). A comprehensive model of customer direct and indirect revenge: Understanding the effects of perceived greed and customer power. Journal of the Academy of Marketing Science, 38, 738-758.
  • Grégoire, Y., & Mattila, A. S. (2021). Service failure and recovery at the crossroads: Recommendations to revitalize the field and its influence. Journal of Service Research, 24(3), 323-328.
  • Grove, S. J., & Fisk, R. P. (1997). The impact of other customers on service experiences: a critical incident examination of “getting along”. Journal of Retailing, 73(1), 63-85.
  • Hareli, S., & Hess, U. (2010). What emotional reactions can tell us about the nature of others: An appraisal perspective on person perception. Cognition and Emotion, 24, 128–140.
  • Hayes, A. F. (2018), Introduction to Mediation, Moderation, and Conditional Process Analysis: A Regression-Based Approach, 2. baskı., Guilford Press, New York, NY.
  • Hess, U. (2018). Why are schadenfreude and gluckschmerz not happiness or anger? Or are they?. Emotion Review, 10(4), 306-308.
  • Heider, F. (1958), The Psychology of Interpersonal Relations, Wiley & Sons, New York, NY.
  • Ho, T. H., Tojib, D., & Khajehzadeh, S. (2017). Speaking up against service unfairness: The role of negative meta-perceptions. Journal of Retailing and Consumer Services, 35, 12-19.
  • Hoogland, C. E., Ryan Schurtz, D., Cooper, C. M., Combs, D. J., Brown, E. G., & Smith, R. H. (2015). The joy of pain and the pain of joy: In-group identification predicts schadenfreude and gluckschmerz following rival groups’ fortunes. Motivation and Emotion, 39, 260-281.
  • Hornik, J., Ofir, C., Rachamim, M., & Grossman, O. (2023). The bittersweet smell of success: Malicious online responses to others achievements. Frontiers in Psychology, 14, 292.
  • Judge, T. A., Erez, A., Bono, J. E. & Thoresen, C. J. (2003). The core self-evaluations scale: Development of a measure, Personnel Psychology, 56, 303–331.
  • Kelley, H. H. (1967). Attribution theory in social psychology. D. Levine (Editör), 15. Nebraska Symposium on Motivation, Lincoln: University of Nebraska Press.
  • Kim, J. H., & Jang, S. S. (2014). A scenario-based experiment and a field study: A comparative examination for service failure and recovery. International Journal of Hospitality Management, 41, 125-132.
  • Martín‐Ruiz, D., & Rondán‐Cataluña, F. J. (2008). The nature and consequences of price unfairness in services: a comparison to tangible goods, International Journal of Service Industry Management, 19(3) 325-352.
  • Meade, A. W., & Craig, S. B. (2012). Identifying careless responses in survey data. Psychological Methods, 17(3), 437.
  • Moore, R., Moore, M. L., & Capella, M. (2005). The impact of customer‐to‐customer interactions in a high personal contact service setting. Journal of Services Marketing, 19(7), 482-491.
  • Nguyen, B., “Phil” Klaus, P., & Simkin, L. (2014). It’s just not fair: exploring the effects of firm customization on unfairness perceptions, trust and loyalty. Journal of Services Marketing, 28(6), 484-497.
  • Den Nieuwenboer, N. A., Kish-Gephart, J. J., Treviño, L. K., Peng, A. C., & Reychav, I. (2023). The Dark Side of Status at Work: Perceived Status Importance, Envy, and Interpersonal Deviance. Business Ethics Quarterly, 33(2), 261-295.
  • Ouwerkerk, J. W., Van Dijk, W. W., Vonkeman, C. C., & Spears, R. (2018). When we enjoy bad news about other groups: A social identity approach to out-group schadenfreude. Group Processes & Intergroup Relations, 21(1), 214-232.
  • Perdue, B. C., & Summers, J. O. (1986). Checking the success of manipulations in marketing experiments. Journal of Marketing Research, 23(4), 317-326.
  • Roseman, I. J., & Steele, A. K. (2018). Concluding commentary: Schadenfreude, gluckschmerz, jealousy, and hate—What (and when, and why) are the Emotions?. Emotion Review, 10(4), 327-340.
  • Salovey P., & Rothman, A. (1991). Envy and jealousy: Self and society. Salovey, P. (Editör), The psychology of jealousy and envy, 271-286. New York: Guilford.
  • Shimul, A. S., Sung, B., & Phau, I. (2021). Effects of luxury brand attachment and perceived envy on schadenfreude: Does need for uniqueness moderate?. Journal of Consumer Marketing, 38(6), 709-720.
  • Siltaloppi, J., & Vargo, S. L. (2017). Triads: A review and analytical framework. Marketing Theory, 17(4), 395-414.
  • Smith, E. R. (1993). Social identity and social emotions: Toward new conceptualizations of prejudice. In D. M. Mackie & D. L. Hamilton (Editörler), Affect, cognition, and stereotyping: Interactive processes in group perception, 297–315. San Diego, CA: Academic Press.
  • Smith, R. H. 2004. Envy and its transmutations. In L. Z. Tiedens & C. W. Leach (Editörler), The Social Life of Emotions, 43-63. Cambridge, U.K: Cambridge University Press.
  • Smith, R. H., & Kim, S. H. (2007). Comprehending envy. Psychological Bulletin, 133(1), 46-64.
  • Smith, R. H., Parrott, W. G., Ozer, D., & Moniz, A. (1994). Subjective injustice and inferiority as predictors of hostile and depressive feelings in envy. Personality and Social Psychology Bulletin, 20(6), 705-711.
  • Smith, R. H., & van Dijk, W. W. (2018). Schadenfreude and gluckschmerz. Emotion Review, 10(4), 293-304.
  • Sparks, B. A., & McColl-Kennedy, J. R. (2001). Justice strategy options for increased customer satisfaction in a services recovery setting. Journal of Business Research, 54(3), 209-218.
  • Suls, J., & Wheeler, L. (2017). On the trail of social comparison. In S. G. Harkins, K. D. Williams, & J. M. Burger (Editörler), The Oxford Handbook of Social Influence, 71–86. New York, NY: Oxford University Press.
  • Şeşen, H. (2010). Öncülleri ve sonuçları ile örgüt içi girişimcilik: Türk Savunma Sanayinde bir araştırma. (Yayınlanmamış Doktora Tezi). Kara Harp Okulu, Savunma Bilimleri Enstitüsü, Ankara.
  • Tajfel, H. (1978). Social categorization, social identity and social comparison. In H. Tajfel (Ed.), Differentiation between social groups: Studies in the social psychology of intergroup relations (pp. 61–76). London, UK: Academic Press.
  • Tajfel, H., & Turner, J. C. (1979). An integrative theory of intergroup conflict. In W. G. Austin & S. Worchel (Eds.), The social psychology of intergroup relations (pp. 33–47). Monterey, CA: Brooks/ Cole.
  • Till, B. D., & Busler, M. (2000). The match-up hypothesis: Physical attractiveness, expertise, and the role of fit on brand attitude, purchase intent and brand beliefs. Journal of Advertising, 29(3), 1-13.
  • Tropp, L. R., & Wright, S. C. (1999). Ingroup identification and relative deprivation: An examination across multiple social comparisons. European Journal of Social Psychology, 29(5‐6), 707-724.
  • Valenzuela, A., Dhar, R., & Zettelmeyer, F. (2009). Contingent response to self-customization procedures: Implications for decision satisfaction and choice. Journal of Marketing Research, 46(6), 754–763.
  • Van de Ven, N. (2017). Envy and admiration: Emotion and motivation following upward social comparison. Cognition and Emotion, 31(1), 193-200.
  • Van de Ven, N. (2018). Schadenfreude and gluckschmerz are emotional signals of (im) balance. Emotion Review, 10(4), 305-306.
  • Van de Ven, N., Zeelenberg, M., & Pieters, R. (2011). The envy premium in product evaluation. Journal of Consumer Research, 37(6), 984-998.
  • Wobker, I., & Kenning, P. (2013). Drivers and outcome of destructive envy behavior in an economic game setting. Schmalenbach Business Review, 65, 173-194.

THE ROLE OF ENVY AND GLUCKSCHMERZ IN THE APPRAISAL OF SERVICE UNFAIRNESS

Yıl 2023, Cilt: 16 Sayı: 3, 731 - 758, 30.09.2023

Öz

This study examines the mediating role of gluckschmerz (i.e., discomfort with the fortunate situation of others) and envy in the relationship between service unfairness and the revisit intentions of consumers. It also tests the moderating role of group identity in the process on the basis of social identity theory. The study has 2 (severe and mild service unfairness) x 2 (in-group and out-group) between-subject experimental designs. 331 participants were randomly assigned to the scenario-based experimental groups. In the analysis process, moderation, mediation, and mediated moderation hypotheses were tested. Findings show that consumers, who experienced service unfairness, feel envy and gluckschmerz, and hence customers’ revisit intentions decrease. This effect is observed through envy in cases where the other consumer, who takes advantage of the situation, belongs to the out-group. When the other consumer, who takes advantage of the situation, belongs to the in-group, the effect disappears. On the other hand, the moderating effect of group identity becomes non-significant in the case of gluckschmerz. This study shows how service unfairness affects consumers' emotions and revisit intentions and suggests that managers should be careful in the management of the emotional process of service recoveries.

Kaynakça

  • Ackerman, D., & Perner, L. (2004). Did you hear what my friend paid! Examining the consequences of social comparisons of prices. Advances in Consumer Research, 31 (2004), 586-592
  • Anaya, G. J., Miao, L., Mattila, A. S., & Almanza, B. (2016). Consumer envy during service encounters. Journal of Services Marketing, 30(3), 359-372.
  • Baumel, A., & Berant, E. (2015). The role of attachment styles in malicious envy. Journal of Research in Personality, 55, 1-9.
  • Ben-Ze'ev, A. (1990). Envy and jealousy. Canadian Journal of Philosophy, 20(4), 487-516.
  • Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71-84.
  • Brown, D. J., Ferris, D. L., Heller, D., & Keeping, L. M. (2007). Antecedents and consequences of the frequency of upward and downward social comparisons at work. Organizational Behavior and Human Decision Processes, 102(1), 59-75.
  • Buunk, B. P., Gibbons, F. X., & Reis-Bergan, M. (1997). Social comparison in health and illness: A historical overview. B. P. Buunk & F. X. Gibbons (Eds.), Health, coping and well-being: Perspectives From Social Comparison Theory. 1–23. Mahwah, NJ: Lawrence Erlbaum.
  • Cialdini, R. B. (2009), Influence: Science and Practice, 5. baskı, Prentice-Hall, Upper Saddle River, NJ.
  • Cikara, M., Bruneau, E., Van Bavel, J. J., & Saxe, R. (2014). Their pain gives us pleasure: How intergroup dynamics shape empathic failures and counter-empathic responses. Journal of Experimental Social Psychology, 55 (Kasım), 110-125.
  • Combs, D. Y., Powell, C. J., Schurtz, D., & Smith, R. H. (2009). Politics, schadenfreude, and ingroup identification: The sometimes happy thing about a poor economy and death. Journal of Experimental Social Psychology, 45(4), 635–646.
  • Crusius, J., & Mussweiler, T. (2012). When people want what others have: The impulsive side of envious desire. Emotion, 12(1), 142.
  • Doğan, S. (2018). Özdeşleşmenin Reklama Karşı Tutum ve Satın Alma Niyeti Üzerindeki Etkisinde Ünlü-Ürün Uyumunun Ilımlaştırıcı Rolü. Yayınlanmamış Doktora Tezi, Anadolu Üniversitesi, Eskişehir.
  • Dreze, X., & Nunes, J. C. (2009). Feeling superior: The impact of loyalty program structure on consumers' perceptions of status. Journal of Consumer Research, 35(6), 890-905.
  • Feather, N. T., & Sherman, R. (2002). Envy, resentment, schadenfreude, and sympathy: Reactions to deserved and undeserved achievement and subsequent failure. Personality and Social Psychology Bulletin, 28(7), 953-961.
  • Fernandes, T., & Calamote, A. (2016). Unfairness in consumer services: Outcomes of differential treatment of new and existing clients. Journal of Retailing and Consumer Services, 28, 36-44.
  • Festinger, L. (1954). A theory of social comparison processes. Human Relations, 7(2), 117-140.
  • Fineman, S. (1993). Emotion in organisations. London: Sage.
  • Fischer, A. H., & Manstead, A. S. R. (2008). Social functions of emotion. In M. Lewis, J. M. Haviland-Jones & L. F. Barrett (Eds.), Handbook of Emotions (3. baskı., 456–468). New York, NY: Guilford Press.
  • Fredrickson, B. L. (2001). The role of positive emotions in positive psychology: The broaden-and-build theory of positive emotions. American Psychologist, 56(3), 218.
  • Garnefeld, I., & Steinhoff, L. (2013). Primacy versus recency effects in extended service encounters. Journal of Service Management, 24(1), 64-81.
  • Gervais, M. M., & Fessler, D. M. (2017). On the deep structure of social affect: Attitudes, emotions, sentiments, and the case of “contempt”. Behavioral and Brain Sciences, 40, e225.
  • Grégoire, Y., Laufer, D., & Tripp, T. M. (2010). A comprehensive model of customer direct and indirect revenge: Understanding the effects of perceived greed and customer power. Journal of the Academy of Marketing Science, 38, 738-758.
  • Grégoire, Y., & Mattila, A. S. (2021). Service failure and recovery at the crossroads: Recommendations to revitalize the field and its influence. Journal of Service Research, 24(3), 323-328.
  • Grove, S. J., & Fisk, R. P. (1997). The impact of other customers on service experiences: a critical incident examination of “getting along”. Journal of Retailing, 73(1), 63-85.
  • Hareli, S., & Hess, U. (2010). What emotional reactions can tell us about the nature of others: An appraisal perspective on person perception. Cognition and Emotion, 24, 128–140.
  • Hayes, A. F. (2018), Introduction to Mediation, Moderation, and Conditional Process Analysis: A Regression-Based Approach, 2. baskı., Guilford Press, New York, NY.
  • Hess, U. (2018). Why are schadenfreude and gluckschmerz not happiness or anger? Or are they?. Emotion Review, 10(4), 306-308.
  • Heider, F. (1958), The Psychology of Interpersonal Relations, Wiley & Sons, New York, NY.
  • Ho, T. H., Tojib, D., & Khajehzadeh, S. (2017). Speaking up against service unfairness: The role of negative meta-perceptions. Journal of Retailing and Consumer Services, 35, 12-19.
  • Hoogland, C. E., Ryan Schurtz, D., Cooper, C. M., Combs, D. J., Brown, E. G., & Smith, R. H. (2015). The joy of pain and the pain of joy: In-group identification predicts schadenfreude and gluckschmerz following rival groups’ fortunes. Motivation and Emotion, 39, 260-281.
  • Hornik, J., Ofir, C., Rachamim, M., & Grossman, O. (2023). The bittersweet smell of success: Malicious online responses to others achievements. Frontiers in Psychology, 14, 292.
  • Judge, T. A., Erez, A., Bono, J. E. & Thoresen, C. J. (2003). The core self-evaluations scale: Development of a measure, Personnel Psychology, 56, 303–331.
  • Kelley, H. H. (1967). Attribution theory in social psychology. D. Levine (Editör), 15. Nebraska Symposium on Motivation, Lincoln: University of Nebraska Press.
  • Kim, J. H., & Jang, S. S. (2014). A scenario-based experiment and a field study: A comparative examination for service failure and recovery. International Journal of Hospitality Management, 41, 125-132.
  • Martín‐Ruiz, D., & Rondán‐Cataluña, F. J. (2008). The nature and consequences of price unfairness in services: a comparison to tangible goods, International Journal of Service Industry Management, 19(3) 325-352.
  • Meade, A. W., & Craig, S. B. (2012). Identifying careless responses in survey data. Psychological Methods, 17(3), 437.
  • Moore, R., Moore, M. L., & Capella, M. (2005). The impact of customer‐to‐customer interactions in a high personal contact service setting. Journal of Services Marketing, 19(7), 482-491.
  • Nguyen, B., “Phil” Klaus, P., & Simkin, L. (2014). It’s just not fair: exploring the effects of firm customization on unfairness perceptions, trust and loyalty. Journal of Services Marketing, 28(6), 484-497.
  • Den Nieuwenboer, N. A., Kish-Gephart, J. J., Treviño, L. K., Peng, A. C., & Reychav, I. (2023). The Dark Side of Status at Work: Perceived Status Importance, Envy, and Interpersonal Deviance. Business Ethics Quarterly, 33(2), 261-295.
  • Ouwerkerk, J. W., Van Dijk, W. W., Vonkeman, C. C., & Spears, R. (2018). When we enjoy bad news about other groups: A social identity approach to out-group schadenfreude. Group Processes & Intergroup Relations, 21(1), 214-232.
  • Perdue, B. C., & Summers, J. O. (1986). Checking the success of manipulations in marketing experiments. Journal of Marketing Research, 23(4), 317-326.
  • Roseman, I. J., & Steele, A. K. (2018). Concluding commentary: Schadenfreude, gluckschmerz, jealousy, and hate—What (and when, and why) are the Emotions?. Emotion Review, 10(4), 327-340.
  • Salovey P., & Rothman, A. (1991). Envy and jealousy: Self and society. Salovey, P. (Editör), The psychology of jealousy and envy, 271-286. New York: Guilford.
  • Shimul, A. S., Sung, B., & Phau, I. (2021). Effects of luxury brand attachment and perceived envy on schadenfreude: Does need for uniqueness moderate?. Journal of Consumer Marketing, 38(6), 709-720.
  • Siltaloppi, J., & Vargo, S. L. (2017). Triads: A review and analytical framework. Marketing Theory, 17(4), 395-414.
  • Smith, E. R. (1993). Social identity and social emotions: Toward new conceptualizations of prejudice. In D. M. Mackie & D. L. Hamilton (Editörler), Affect, cognition, and stereotyping: Interactive processes in group perception, 297–315. San Diego, CA: Academic Press.
  • Smith, R. H. 2004. Envy and its transmutations. In L. Z. Tiedens & C. W. Leach (Editörler), The Social Life of Emotions, 43-63. Cambridge, U.K: Cambridge University Press.
  • Smith, R. H., & Kim, S. H. (2007). Comprehending envy. Psychological Bulletin, 133(1), 46-64.
  • Smith, R. H., Parrott, W. G., Ozer, D., & Moniz, A. (1994). Subjective injustice and inferiority as predictors of hostile and depressive feelings in envy. Personality and Social Psychology Bulletin, 20(6), 705-711.
  • Smith, R. H., & van Dijk, W. W. (2018). Schadenfreude and gluckschmerz. Emotion Review, 10(4), 293-304.
  • Sparks, B. A., & McColl-Kennedy, J. R. (2001). Justice strategy options for increased customer satisfaction in a services recovery setting. Journal of Business Research, 54(3), 209-218.
  • Suls, J., & Wheeler, L. (2017). On the trail of social comparison. In S. G. Harkins, K. D. Williams, & J. M. Burger (Editörler), The Oxford Handbook of Social Influence, 71–86. New York, NY: Oxford University Press.
  • Şeşen, H. (2010). Öncülleri ve sonuçları ile örgüt içi girişimcilik: Türk Savunma Sanayinde bir araştırma. (Yayınlanmamış Doktora Tezi). Kara Harp Okulu, Savunma Bilimleri Enstitüsü, Ankara.
  • Tajfel, H. (1978). Social categorization, social identity and social comparison. In H. Tajfel (Ed.), Differentiation between social groups: Studies in the social psychology of intergroup relations (pp. 61–76). London, UK: Academic Press.
  • Tajfel, H., & Turner, J. C. (1979). An integrative theory of intergroup conflict. In W. G. Austin & S. Worchel (Eds.), The social psychology of intergroup relations (pp. 33–47). Monterey, CA: Brooks/ Cole.
  • Till, B. D., & Busler, M. (2000). The match-up hypothesis: Physical attractiveness, expertise, and the role of fit on brand attitude, purchase intent and brand beliefs. Journal of Advertising, 29(3), 1-13.
  • Tropp, L. R., & Wright, S. C. (1999). Ingroup identification and relative deprivation: An examination across multiple social comparisons. European Journal of Social Psychology, 29(5‐6), 707-724.
  • Valenzuela, A., Dhar, R., & Zettelmeyer, F. (2009). Contingent response to self-customization procedures: Implications for decision satisfaction and choice. Journal of Marketing Research, 46(6), 754–763.
  • Van de Ven, N. (2017). Envy and admiration: Emotion and motivation following upward social comparison. Cognition and Emotion, 31(1), 193-200.
  • Van de Ven, N. (2018). Schadenfreude and gluckschmerz are emotional signals of (im) balance. Emotion Review, 10(4), 305-306.
  • Van de Ven, N., Zeelenberg, M., & Pieters, R. (2011). The envy premium in product evaluation. Journal of Consumer Research, 37(6), 984-998.
  • Wobker, I., & Kenning, P. (2013). Drivers and outcome of destructive envy behavior in an economic game setting. Schmalenbach Business Review, 65, 173-194.
Toplam 62 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular İşletme
Bölüm Araştırma Makaleleri
Yazarlar

Neşenur Altıniğne 0000-0002-9824-1763

Didem Gamze Işıksal 0000-0002-6009-9271

Mehmet Okan 0000-0002-9303-5768

Yayımlanma Tarihi 30 Eylül 2023
Gönderilme Tarihi 28 Nisan 2023
Yayımlandığı Sayı Yıl 2023 Cilt: 16 Sayı: 3

Kaynak Göster

APA Altıniğne, N., Işıksal, D. G., & Okan, M. (2023). HİZMET ADALETSİZLİĞİNİN DEĞERLENDİRİLMESİNDE KISKANÇLIK VE GLUCKSCHMERZ DUYGULARININ ROLÜ. Pazarlama Ve Pazarlama Araştırmaları Dergisi, 16(3), 731-758.