Table 2 Experimental conditions and... | Emerald Publishing

Table 2

Experimental conditions and scenario descriptions

Group	Complaint tone	Brand response	Study 1: Airline scenario (blue horizon Airline)	Study 2: Hotel scenario (majestic stay Hotels)
Group 1	Civil	No Response	Civil lost luggage complaint; airline does not respond	Civil complaint about room cleanliness; hotel does not respond
Group 2	Civil	Accommodative response	Civil complaint followed by an accommodative response from the airline	Civil complaint followed by an accommodative response from the hotel
Group 3	Uncivil	No Response	Rude or aggressive complaint about service; airline does not respond	Rude or aggressive complaint about service; hotel does not respond
Group 4	Uncivil	Accommodative response	Rude or aggressive complaint about service followed by an accommodative response from the airline	Rude or aggressive tone complaint about service followed by an accommodative response from the hotel

Group	Complaint tone	Brand response	Study 1: Airline scenario (blue horizon Airline)	Study 2: Hotel scenario (majestic stay Hotels)
Group 1	Civil	No Response	Civil lost luggage complaint; airline does not respond	Civil complaint about room cleanliness; hotel does not respond
Group 2	Civil	Accommodative response	Civil complaint followed by an accommodative response from the airline	Civil complaint followed by an accommodative response from the hotel
Group 3	Uncivil	No Response	Rude or aggressive complaint about service; airline does not respond	Rude or aggressive complaint about service; hotel does not respond
Group 4	Uncivil	Accommodative response	Rude or aggressive complaint about service followed by an accommodative response from the airline	Rude or aggressive tone complaint about service followed by an accommodative response from the hotel