Moral disengagement of hotel guest negative WOM: Moral identity centrality, moral awareness, and anger

Annals of Tourism Research

Volumn 45, Issue , 2014, Pages 132-151

  He, Hongwei ^a   Harris, Lloyd ^b  

^a UNIVERSITY OF STRATHCLYDE   (United Kingdom)

^b UNIVERSITY OF WARWICK   (United Kingdom)

Author keywords

Anger; Consumer revenge; Moral awareness; Moral disengagement; Moral identity; Service failure

Indexed keywords

CONSUMPTION BEHAVIOR; MORALITY; SERVICE SECTOR;

EID: 84892965335     PISSN: 01607383     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.annals.2013.10.002     Document Type: Article

References (97)

1. Adaval R. Sometimes it just feels right: The differential weighting of affect-consistent and affect-inconsistent product information. Journal of Consumer Research 2001, 28(1):1-17.
2. Ahluwalia R., Gurhan-Canli Z. The effects of extensions on the family brand name: An accessibility-diagnosticity perspective. Journal of Consumer Research 2000, 27(December):371-381.
3. Aiken L.S., West S.G. Multiple regression: Testing and interpreting interactions 1991, Sage, Newbury Park, CA.
4. Algoe S.B., Haidt J. Witnessing excellence in action: The 'other-praising' emotions of elevation, gratitude, and admiration. The Journal of Positive Psychology 2009, 4(2):105-127.
5. Aquino K., Freeman D., Reed A., Lim V.K.G., Felps W. Testing a social-cognitive model of moral behavior: The interactive influence of situations and moral identity centrality. Journal of Personality and Social Psychology 2009, 97(1):123-141.
6. Aquino K., Reed A. The self-importance of moral identity. Journal of Personality and Social Psychology 2002, 83(6):1423-1440.
7. Aquino K., Reed A., Thau S., Freeman D. A grotesque and dark beauty: How moral identity and mechanisms of moral disengagement influence cognitive and emotional reactions to war. Journal of Experimental Social Psychology 2007, 43(3):385-392.
8. Bandura A. Moral disengagement in the perpetration of inhumanities. Personality and Social Psychology Review 1999, 3(3):193-209.
9. Bandura A. Selective moral disengagement in the exercise of moral agency. Journal of Moral Education 2002, 31(2):101-119.
10. Bandura A., Barbaranelli C., Caprara G.V., Pastorelli C. Mechanisms of moral disengagement in the exercise of moral agency. Journal of Personality and Social Psychology 1996, 71(2):364-374.
11. Bandura A., Caprara G.V., Barbaranelli C., Pastorelli C., Regalia C. Sociocognitive self-regulatory mechanisms governing transgressive behavior. Journal of Personality and Social Psychology 2001, 80(1):125-135.
12. Bartels D.M. Principled moral sentiment and the flexibility of moral judgment and decision making. Cognition 2008, 108(2):381-417.
13. Baumeister R.F., Vohs K.D., DeWall N.C., Zhang L. How emotion shapes behavior: Feedback, anticipation, and reflection, rather than direct causation. Personality and Social Psychology Review 2007, 11(2):167-203.
14. Bonifield C., Cole C. Affective responses to service failure: Anger, regret, and retaliatory versus conciliatory responses. Marketing Letters 2007, 18(1):85-99.
15. Bonifield C., Cole C. Better him than me: Social comparison theory and service recovery. Journal of the Academy of Marketing Science 2008, 36(4):565-577.
16. Bougie R., Pieters R., Zeelenberg M. Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services. Journal of the Academy of Marketing Science 2003, 31(4):377-393.
17. Bronner F., de Hoog R. Vacationers and eWOM: Who posts, and why, where, and what?. Journal of Travel Research 2011, 50(1):15-26.
18. Caprara G.V., Fida R., Vecchione M., Tramontano C., Barbaranelli C. Assessing civic moral disengagement: Dimensionality and construct validity. Personality and Individual Differences 2009, 47(5):504-509.
19. Carver C.S., Harmon-Jones E. Anger is an approach-related affect: Evidence and implications. Psychological Bulletin 2009, 135(2):183-204.
20. Churchill G.A., Peter J.P. Research design effects on the reliability of rating scales: A meta-analysis. Journal of Marketing Research 1984, 21(4):360-375.
21. Cohen J., Reed A. A multiple pathway anchoring and adjustment (MPAA) model of attitude generation and recruitment. Journal of Consumer Research 2006, 33(1):1-15.
22. Claybourn M. Relationships between moral disengagement, work characteristics and workplace harassment. Journal of Business Ethics 2011, 100(2):283-301.
23. Clore G.L., Huntsinger J.R. How emotions inform judgment and regulate thought. Trends in Cognitive Sciences 2007, 11(9):393-399.
24. Colman A.M., Morris C.E., Preston C.C. Comparing rating scales of different lengths: Equivalence of scores from 5-point and 7-point scales. Psychological Reports 1997, 80(2):355-362.
25. Dawes J.G. Do data characteristics change according to the number of scale points used? An experiment using 5 point, 7 point and 10 point scales. International Journal of Market Research 2008, 51(1):61-77.
26. de Matos C., Rossi C. Word-of-mouth communications in marketing: A meta-analytic review of the antecedents and moderators. Journal of the Academy of Marketing Science 2008, 36(4):578-596.
27. del Bosque I.R., Martín H.S. Tourist satisfaction a cognitive-affective model. Annals of Tourism Research 2008, 35(2):551-573.
28. Dawson J.F., Richter A.W. Probing three-way interactions in moderated multiple regression: Development and application of a slope difference test. Journal of Applied Psychology 2006, 91(4):917-926.
29. Detert J.R., Treviño L.K., Sweitzer V.L. Moral disengagement in ethical decision making: A study of antecedents and outcomes. Journal of Applied Psychology 2008, 93:374-391.
30. Feldman J.M., Lynch J.G. Self-generated validity and other effects of measurement on belief, attitude, intention, and behavior. Journal of Applied Psychology 1988, 73(3):421-435.
31. Fessler D.M.T., Pillsworth E.G., Flamson T.J. Angry men and disgusted women: An evolutionary approach to the influence of emotions on risk taking. Organizational Behavior and Human Decision Processes 2004, 95(1):107-123.
32. Fidell L.S., Tabachnick B.G. Preparatory data analysis. Handbook of psychology: Research methods in psychology 2003, 115-141. Wiley, New Jersey. J.A. Schinka, W.F. Velicer, I.B. Weiner (Eds.).
33. Forgas J.P. Mood and judgment: The affect infusion model (AIM). Psychological Bulletin 1995, 117(1):39-66.
34. Forgas J.P., George J.M. Affective influences on judgments and behavior in organizations: An information processing perspective. Organizational Behavior and Human Decision Processes 2001, 86(1):3-34.
35. Gelbrich K. Anger, frustration, and helplessness after service failure: Coping strategies and effective informational support. Journal of the Academy of Marketing Science 2010, 38(5):567-585.
36. Gelbrich K., Roschk H. A meta-analysis of organizational complaint handling and customer responses. Journal of Service Research 2011, 14(1):24-43.
37. Gino F., Schweitzer M.E. Blinded by anger or feeling the love: How emotions influence advice taking. Journal of Applied Psychology 2008, 93(5):1165-1173.
38. Greene J. Dual-process morality and the personal/impersonal distinction: A reply to McGuire, Langdon, Coltheart, and Mackenzie. Journal of Experimental Social Psychology 2009, 45(3):581-584.
39. Greene J., Haidt J. How (and where) does moral judgment work?. Trends in Cognitive Sciences 2002, 6(12):517-523.
40. Greene J.D., Sommerville R.B., Nystrom L.E., Darley J.M., Cohen J.D. An fMRI investigation of emotional engagement in moral judgment. Science 2001, 293(5537):2105-2108.
41. Grégoire Y., Fisher R. Customer betrayal and retaliation: When your best customers become your worst enemies. Journal of the Academy of Marketing Science 2008, 36(2):247-261.
42. Grégoire Y., Laufer D., Tripp T. 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 2010, 38(6):738-758.
43. Grégoire Y., Tripp T.M., Legaux R. When customer love turns into lasting hate: The effects of relationship strength and time on customer revenge and avoidance. Journal of Marketing 2009, 73(6):18-32.
44. Greifeneder R., Bless H., Pham M.T. When do people rely on affective and cognitive feelings in judgment? A review. Personality and Social Psychology Review 2011, 15(2):107-141.
45. Haidt J. The emotional dog and its rational tail: A social intuitionist approach to moral judgment. Psychological Review 2001, 108(4):814-834.
46. Han S., Lerner J.S., Keltner D. Feelings and consumer decision making: The appraisal-tendency framework. Journal of Consumer Psychology 2007, 17(3):158-168.
47. Hardy S.A., Carlo G. Identity as a source of moral motivation. Human Development 2005, 48:232-256.
48. Harmon-Jones C., Schmeichel B.J., Mennitt E., Harmon-Jones E. The expression of determination: Similarities between anger and approach-related positive affect. Journal of Personality and Social Psychology 2011, 100(1):172-181.
49. Harris L.C., Dumas A. Online consumer misbehaviour: An application of neutralization theory. Marketing Theory 2009, 9(4):379-402.
50. Hess R.L., Ganesan S., Klein N.M. Interactional service failures in a pseudo relationship: The role of organizational attributions. Journal of Retailing 2007, 83(1):79-95.
51. Huebner B., Dwyer S., Hauser M. The role of emotion in moral psychology. Trends in Cognitive Sciences 2009, 13(1):1-6.
52. Kim T., Kim W.G., Kim H.-B. The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels. Tourism Management 2009, 30(1):51-62.
53. Laczniak R.N., DeCarlo T.E., Ramaswami S.N. Consumers' responses to negative word-of-mouth communication: An attribution theory perspective. Journal of Consumer Psychology 2001, 11(1):57-73.
54. Lerner J.S., Gonzalez R.M., Small D.A., Fischhoff B. Effects of fear and anger on perceived risks of terrorism. Psychological Science 2003, 14(2):144-150.
55. Lerner J.S., Keltner D. Fear, anger, and risk. Journal of Personality and Social Psychology 2001, 81(1):146-159.
56. Lewis B.R., McCann P. Service failure and recovery: Evidence from the hotel industry. International Journal of Contemporary Hospitality Management 2004, 16(1):6-17.
57. Litvin S.W., Goldsmith R.E., Pan B. Electronic word-of-mouth in hospitality and tourism management. Tourism Management 2008, 29(3):458-468.
58. Lynch J.G., Marmorstein H., Weigold M.F. Choices from sets including remembered brands: Use of recalled attributes and prior overall evaluations. Journal of Consumer Research 1988, 15(2):169-184.
59. Malhotra N., Kuo A.G. Emotions as moderators of information cue use. American Politics Research 2009, 37(2):301-326.
60. Malle B.F. How people explain behavior: A new theoretical framework. Personality and Social Psychology Review 1999, 3(1):23-48.
61. Markus H. Self-schemata and processing information about the self. Journal of Personality and Social Psychology 1977, 35(2):63-78.
62. Markus H., Kunda Z. Stability and malleability of the self-concept. Journal of Personality and Social Psychology 1986, 51(4):858-866.
63. Mayer D.M., Aquino K., Greenbaum R.L., Kuenzi M. Who displays ethical leadership, and why does it matter? An examination of antecedents and consequences of ethical leadership. Academy of Management Journal 2012, 55(1):151-171.
64. McAlister A.L., Bandura A., Owen S.V. Mechanisms of moral disengagement in support of military force: The impact of Sept. 11. Journal of Social and Clinical Psychology 2006, 25(2):141-165.
65. McFerran B., Aquino K., Duffy M. Individual predictors of the commitment to integrity: The role of personality and moral identity. Business Ethics Quarterly 2010, 20:35-56.
66. Menon K., Dubé L. Service provider responses to anxious and angry customers: Different challenges, different payoffs. Journal of Retailing 2004, 80(3):229-237.
67. Monin B., Pizarro D.A., Beer J.S. Deciding versus reacting: Conceptions of moral judgment and the reason-affect debate. Review of General Psychology 2007, 11(2):99-111.
68. Moore C. Moral disengagement in processes of organizational corruption. Journal of Business Ethics 2008, 80(1):129-139.
69. Nunnally J. Psychometric theory 1978, MacGraw-Hill, New York. 2nd ed.
70. Oyserman D. Identity-based motivation: Implications for action-readiness, procedural-readiness, and consumer behavior. Journal of Consumer Psychology 2009, 19(3):250-260.
71. Paharia N., Kassam K.S., Greene J.D., Bazerman M.H. Dirty work, clean hands: The moral psychology of indirect agency. Organizational Behavior and Human Decision Processes 2009, 109(2):134-141.
72. Pham M. Representativeness, relevance, and the use of feelings in decision making. The Journal of Consumer Research 1998, 25(2):144-159.
73. Pham M.T. Emotion and rationality: A critical review and interpretation of empirical evidence. Review of General Psychology 2007, 11(2):155-178.
74. Pham M.T., Avnet T. Contingent reliance on the affect heuristic as a function of regulatory focus. Organizational Behavior and Human Decision Processes 2009, 108(2):267-278.
75. Piet J., Hougaard E. The effect of mindfulness-based cognitive therapy for prevention of relapse in recurrent major depressive disorder: A systematic review and meta-analysis. Clinical Psychology Review 2011, 31(6):1032-1040.
76. Reed A.I., Aquino K., Levy E. Moral identity and judgments of charitable behaviors. Journal of Marketing 2007, 71(1):178-193.
77. Reeder G.D., Kumar S., Hesson-McInnis M.S. Inferences about the morality of an aggressor: The role of perceived motive. Journal of Personality and Social Psychology 2002, 83(4):789-803.
78. Reynolds K.L., Harris L.C. Dysfunctional customer behavior severity: An empirical examination. Journal of Retailing 2009, 85(3):321-335.
79. Reynolds S.J. Moral awareness and ethical predispositions: Investigating the role of individual differences in the recognition of moral issues. Journal of Applied Psychology 2006, 91(1):233-243.
80. Reynolds S.J., Ceranic T.L. The effects of moral judgment and moral identity on moral behavior: An empirical examination of the moral individual. Journal of Applied Psychology 2007, 92:1610-1624.
81. Sánchez-García I., Currás-Pérez R. Effects of dissatisfaction in tourist services: The role of anger and regret. Tourism Management 2011, 32(6):1397-1406.
82. Shao R., Aquino K., Freeman D. Beyond moral reasoning: A review of moral identity research and its implications for business ethics. Business Ethics Quarterly 2008, 18:513-540.
83. Shavitt S., Torelli C.J., Wong J. Identity-based motivation: Constraints and opportunities in consumer research. Journal of Consumer Psychology 2009, 19(3):261-266.
84. Shiv B., Fedorikhin A. Heart and mind in conflict: The interplay of affect and cognition in consumer decision making. The Journal of Consumer Research 1999, 26(3):278-292.
85. Shiv B., Fedorikhin A. Spontaneous versus controlled influences of stimulus-based affect on choice behavior. Organizational Behavior and Human Decision Processes 2002, 87(2):342-370.
86. Shu L.L., Gino F., Bazerman M.H. Dishonest deed, clear conscience: When cheating leads to moral disengagement and motivated forgetting. Personality and Social Psychology Bulletin 2011, 37(3):330-349.
87. Skarlicki D.P., Rupp D.E. Dual processing and organizational justice: The role of rational versus experiential processing in third party reactions to workplace mistreatment. Journal of Applied Psychology 2010, 95:944-952.
88. Skarlicki D.P., Van Jaarsveld D.D., Walker D.D. Getting even for customer mistreatment: The role of moral identity in the relationship between customer interpersonal injustice and employee sabotage. Journal of Applied Psychology 2008, 93:1335-1347.
89. Skitka L.J. Of different minds: An accessible identity model of justice reasoning. Personality and Social Psychology Review 2003, 7(4):286-297.
90. Smith A.K., Bolton R.N. The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments. Journal of the Academy of Marketing Science 2002, 30(1):5-23.
91. Swann W.B., Griffin J.J., Predmore S.C., Gaines B. The cognitive-affective crossfire: When self-consistency confronts self-enhancement. Journal of Personality and Social Psychology 1987, 52(5):881-889.
92. Tangney J.P., Stuewig J., Mashek D.J. Moral emotions and moral behavior. Annual Review of Psychology 2007, 58(1):345-372.
93. Tiedens L.Z., Linton S. Judgment under emotional certainty and uncertainty: The effects of specific emotions on information processing. Journal of Personality and Social Psychology 2001, 81(6):973-988.
94. Valtonen A., Veijola S. Sleep in tourism. Annals of Tourism Research 2011, 38(1):175-192.
95. Vollum S., Buffington-Vollum J., Longmire D.R. Moral disengagement and attitudes about violence toward animals. Society and Animals 2004, 12(3):209-235.
96. Winterich K.P., Mittal V., Rose W.T. Donation behavior toward in-groups and out-groups: The role of gender and moral identity. Journal of Consumer Research 2009, 36(2):199-214.
97. Yoon Y., Gürhan-Canli Z., Bozok B. Drawing inferences about others on the basis of corporate associations. Journal of the Academy of Marketing Science 2006, 34(2):167-173.