Browsing by Author "Fazel, Hesham"
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- ItemOrganizational response to goods failure complaints: the role of culture on perceptions of interactional justice and customer satisfaction(2021) Muralidharan, Etayankara; Guo, Wenxia; Fazel, Hesham; Wei, William XiaojunIt is well recognized that in a service failure context, cultural value orientations interact with firm responses to service failures to influence perceptions of fairness (justice) and satisfaction. We examine whether this effect is applicable in the case of goods failure complaint context. Using an experimental design with data from Hong Kong and Canada, we investigate how customer evaluations of firm responses are influenced by interplay of consumers’ value orientation and nature of firm responses to the goods failure complaint [whether complaint resolution is initiated by the firm (vs. initiated by the customer), customer is informed about the progress of complaint resolution (vs. not informed about the progress)]. Our findings reveal that the cultural values of collectivism and uncertainty avoidance do interact with the nature of firm’s response to influence perception of interactional justice. Finally, interactional justice positively impacts overall complaint resolution satisfaction.
- ItemTechnological innovation and adopter self-construal(2015) Fazel, Hesham; Laplume, André; Muralidharan, EtayankaraIn this paper, we theorize that individuals who value independence and distinctiveness identify more with social identities as a result of adopting sustaining technological innovations. Conversely, individuals who value interdependence may become more independent as a result of adopting disruptive technological innovations. We argue that successive adoptions of technological innovation may expand and contract the breadth of adopters' collective identities. We discuss the implications of this conceptual paper and suggest avenues for future research at the nexus of technological innovation and cultural change.
- ItemThe influence of self and group-enhancing innovations on user self-construal: an experimental study(2014) Fazel, Hesham; Laplume, André; Muralidharan, EtayankaraThis research paper introduces the concepts of self-enhancing and group-enhancing innovations and explains how they may affect user self-construal differently. It is argued that self-enhancing innovations decrease the interdependent self-construal of the user, whereas, group-enhancing innovations decrease the independent self-construal of the user. Pre-test was conducted to identify of the concepts of self-enhancing and group-enhancing innovations. Then a pilot test using a randomized pre-test/post-test design was conducted to pretest the study research design. Employing a sample of consumers in a randomized pre-test/post-test design, the study presents results supporting the hypothesized effect of self-enhancing innovation, and provides partial support for the hypothesized effects of group-enhancing innovation. We discuss the implications of this research for the nexus of business and society as manifested by the interaction of technology and culture.