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Consensus on how value dimensions are drivers of overall perceived value is a widespread reality in consumer behaviour literature. But scanty research has been done on which of these value dimensions best predict customer loyalty. The purpose of this paper is to propose a causal model that examines how PERVAL dimensions of value affect customers’ loyalty, through both cognitive and affective satisfaction.

The model is tested on a sample of 820 Spanish retail customers and the findings suggest that product quality and value for money (cognitive) impact customer loyalty through emotional and social value (affective), with significant direct and indirect effects through both cognitive and affective satisfaction.

Notably, the results highlight the mediating role of shoppers’ emotional and social value on the linkages between satisfaction and loyalty. Therefore, this study has proved the embedded impact of value dimensions on overall satisfaction and behavioural intentions in a cognitive-affective-behavioural framework.

Managerially, retailers who intend to build long-term relationships with their customers will benefit by investing in emotional factors along with cognitive factors, on the assumption that cognitive factors lead to emotional factors, and that both affect loyalty to the service provider through cognitive and affective satisfaction.

This work can be said to have made two substantial contributions to previous literature. First, the old but constantly renewed dichotomy between utilitarian and hedonic attributes in retailing has emerged in the work, in the sense that different value dimensions (two utilitarian, one hedonic and one social) have been proved to be differently related to customer satisfaction (both cognitive and affective), and indirectly to customer loyalty. And second, this work has also proved the existence of a chain of effects between value dimensions: product quality and value for money to emotional value, and this to social value.

The purpose of this paper is to develop a framework investigating patterns of online health communities. In particular, the study draws on coordination theory to identify four community configurations. Their distinct features determine communities’ capacity to internalize and externalize knowledge, which ultimately determines their value creation in a service context.

The authors apply qualitative and quantitative techniques to detect similarities and differences in a sample of 50 online health communities. A categorical principal component analysis combined with cluster analysis reveals four distinct community configurations.

The analysis reveals differences in the degrees of cognitive and affective value creation, the types of community activities, the involved patients, professionals, and other stakeholders; and the levels of data disclosure by community members. Four community configurations emerge: basic information provider, advanced patient knowledge aggregator, systematic networked innovator, and uncomplicated idea sharer.

The findings show that communities can be categorized along two knowledge creation dimensions: knowledge externalization and knowledge internalization. While, previous research remained inconclusive regarding the synergistic or conflicting nature of cognitive and affective value creation, the findings demonstrate that cognitive value creation is an enabler for affective value creation. The emerging configurations offer a classification scheme for online communities and a basis for interpreting findings of future services research in the context of online health communities.

This research combines coordination theory with healthcare, service, and knowledge creation literature to provide a fine-grained picture of the components of online health communities. Thereby, inherent trade-offs and conflicts that characterize the components of coordination theory are investigated.

This paper aims to propose a method for automatically labelling an affective lexicon with intensity values by using the WordNet Similarity (WS) software package with the purpose of improving the results of an affective analysis process, which is relevant to interpreting the textual information that is available in social networks. The hypothesis states that it is possible to improve affective analysis by using a lexicon that is enriched with the intensity values obtained from similarity metrics. Encouraging results were obtained when an affective analysis based on a labelled lexicon was compared with that based on another lexicon without intensity values.

The authors propose a method for the automatic extraction of the affective intensity values of words using the similarity metrics implemented in WS. First, the intensity values were calculated for words having an affective root in WordNet. Then, to evaluate the effectiveness of the proposal, the results of the affective analysis based on a labelled lexicon were compared to the results of an analysis with and without affective intensity values.

The main contribution of this research is a method for the automatic extraction of the intensity values of affective words used to enrich a lexicon compared with the manual labelling process. The results obtained from the affective analysis with the new lexicon are encouraging, as they provide a better performance than those achieved using a lexicon without affective intensity values.

Given the restrictions for calculating the similarity between two words, the lexicon labelled with intensity values is a subset of the original lexicon, which means that a large proportion of the words in the corpus are not labelled in the new lexicon.

The practical implications of this work include providing tools to improve the analysis of the feelings of the users of social networks. In particular, it is of interest to provide an affective lexicon that improves attempts to solve the problems of a digital society, such as the detection of cyberbullying. In this case, by achieving greater precision in the detection of emotions, it is possible to detect the roles of participants in a situation of cyberbullying, for example, the bully and victim. Other problems in which the application of affective lexicons is of importance are the detection of aggressiveness against women or gender violence or the detection of depressive states in young people and children.

This work is interested in providing an affective lexicon that improves attempts to solve the problems of a digital society, such as the detection of cyberbullying. In this case, by achieving greater precision in the detection of emotions, it is possible to detect the roles of participants in a situation of cyber bullying, for example, the bully and victim. Other problems in which the application of affective lexicons is of importance are the detection of aggressiveness against women or gender violence or the detection of depressive states in young people and children.

The originality of the research lies in the proposed method for automatically labelling the words of an affective lexicon with intensity values by using WS. To date, a lexicon labelled with intensity values has been constructed using the opinions of experts, but that method is more expensive and requires more time than other existing methods. On the other hand, the new method developed herein is applicable to larger lexicons, requires less time and facilitates automatic updating.

This paper reports the results of two studies that examined the impact of framing negotiations in affective terms. Pursuant to the recommendations made by Clyman and Tripp (2000) for reducing risks associated with discrepant values, the objective of the first study was to determine the optimal way of representing potential outcomes in affective terms in a negotiation payoff table. Results demonstrated the superiority of happy and unhappy face icons over other representations; it also revealed a slight advantage to varying the quantity of icons, rather than size, to reflect differences in the relative values of these outcomes. In the second study, the focus was on determining to what extent, if any, framing negotiations in affective terms would differentially affect negotiators' thoughts and feelings prior to engaging in a two‐party negotiation. Results indicated that when negotiations are affectively framed, negotiators report higher levels of negotiation involvement and positive emotion and lower levels of trust, as well as a decreased likelihood of employing cooperative negotiation tactics. The implications of the findings for future research are discussed.

As an emerging tool for data discovery, data retrieval systems fail to effectively support users' cognitive processes during data search and access. To uncover the relationship between data search and access and the cognitive mechanisms underlying this relationship, this paper examines the associations between affective memories, perceived value, search effort and the intention to access data during users' interactions with data retrieval systems.

This study conducted a user experiment for which 48 doctoral students from different disciplines were recruited. The authors collected search logs, screen recordings, questionnaires and eye movement data during the interactive data search. Multiple linear regression was used to test the hypotheses.

The results indicate that positive affective memories positively affect perceived value, while the effects of negative affective memories on perceived value are nonsignificant. Utility value positively affects search effort, while attainment value negatively affects search effort. Moreover, search effort partially positively affects the intention to access data, and it serves a full mediating role in the effects of utility value and attainment value on the intention to access data.

Through the comparison between the findings of this study and relevant findings in information search studies, this paper reveals the specificity of behaviour and cognitive processes during data search and access and the special characteristics of data discovery tasks. It sheds light on the inhibiting effect of attainment value and the motivating effect of utility value on data search and the intention to access data. Moreover, this paper provides new insights into the role of memory bias in the relationships between affective memories and data searchers' perceived value.

This study is embedded in social exchange and transaction cost theories. The purpose of this paper is to compare the relative importance of process value and outcome value in building affective and cognitive relationship strength and to compare the relative effects of each type of relationship strength on attitudinal and behavioral loyalty.

This empirical study features a quantitative approach. The sample comprises 167 business-to-business (B2B) customers of a large transportation and logistics company in Vietnam.

Process value and outcome value have different effects on affective relationship strength. The effect of process value is greater than that of outcome value. In addition, cognitive strength has a stronger impact on both attitudinal and behavioral loyalty than affective strength.

These insights extend extant literature regarding the process and outcome components of the service assessment. Further studies also should use a cross-industry, cross-country sample to examine the potential moderating effects of country- or industry-specific factors. These findings show B2B managers how to make appropriate resource allocation and investment decisions to enhance relationship strength and resulting customer loyalty.

To clarify the links among customer value, relationship strength and customer loyalty, this study examines the relative importance of rational and non-rational factors (i.e. process value vs outcome value and affective strength vs cognitive strength) for relationship performance. Unlike most prior research, this study is set in the B2B context of a developing country.

The purpose of this study is to examine the effect of perceived value on customer loyalty through affective commitment in the online group-buying (OGB) context. This paper addressed the following questions: what are the factors affecting customer loyalty (i.e. revisit intention and buy more intention); and how do referral rewards moderate the impact of affective commitment on customer loyalty?

All data were collected from OGB websites’ members in Taiwan. The total number of respondents to the online survey was 403. The data were analyzed using structural equation modeling (SEM) to test a perceived value–commitment–loyalty model.

This study shows that three proposed antecedents (i.e. OGB scheme value, hedonic value and social value) can trigger customer loyalty through affective commitment. Monetary savings, a variety of merchandise and aspirational products are all critical OGB scheme value components. The results also show that referral reward importance positively moderates the relationship between affective commitment and revisit intention.

The findings have implications for managing people and work tasks in OGB websites. First, understanding the importance of dimensions of value should enable OGB managers to develop more accurate targeting strategies. This study provides guidance on the design of the platform and the OGB scheme, for the effective allocating of marketing resources. Second, a referral reward mechanism can be a critical CRM tool; in addition to the potential to attract new customers, they can also help to retain existing customers. This mechanism is a very effective method to enhance customer stickiness.

The marketing literature generally recognizes the importance of developing and maintaining long-term relationships with customers. This study is the first one to explore the importance of affective commitment in developing and sustaining loyal relationships in the OGB context. Referral rewards are an important moderator variable: affective commitment has a stronger effect on the revisit intention when the referral rewards are high. The findings of this study provide insights into how OGB website developers can create customer commitment and more effectively retain existing customers through the use of referral rewards.

This study aims to investigate how the relationship between two aspects of career management – the practice of career development activities by the organization (organizational career development) and career development activities by the individual (career self‐management), and affective and normative commitment levels, are influenced by the value that employees place on the career development offerings of their organizations.

Empirical evidence was drawn from 196 manager members of the Australian Institute of Management. Hierarchical moderated regression analysis was used to test the hypothesized relationships of the model.

Levels of affective and normative commitment improved when organizations provided continuous learning to managers. This was the case, for career management both by the individual, and by the organization. In particular, normative commitment was strongest for those who valued the continuous learning they received while managing their own careers. For the group of managers who experienced organizational career development the opposite was the case. Continuous learning provided by the organization improved their levels of affective commitment.

Organizations must understand the needs of their staff so that they can provide career management practices that are valued and can enhance their levels of affective and normative commitment.

The paper highlights the importance of organizations paying attention to what individuals value so that they may fit with the organization and enhance their commitment to it. It also draws attention to career self‐management as a positive organizational initiative.

The purpose of this paper is to analyse the impact of employee job satisfaction and affective commitment as perceived by customers on customer perceived value, more specifically its benefits dimensions.

A total of 652 panellists from a large Canadian polling firm self-administer a web-based questionnaire. To measure customer perceived value, a formative index is used which contributes to topical literature through a unique methodology. Hypotheses are tested using a structural equation model.

An analysis of the direct, indirect and total effects confirms the unique positive impact of employee job satisfaction and affective commitment, as perceived by customers, on the emotional, social, relationship and epistemic benefits, as well as on the formative index of customer perceived value.

Customer perceptions of employee attitudes (job satisfaction and affective commitment) represent a unique opportunity for banks to differentiate their value proposition in a hypercompetitive market.

This study is the first to consider customer perceptions of employee job satisfaction and affective commitment in relation to a formative index of customer perceived value and its related benefits dimensions.

Drawing from job characteristic theory and person-environment fit theory, the authors examine the relationship between job characteristics needs-supplies fit/misfit and affective organizational commitment across countries and how humane orientation moderates this relationship.

To test the authors’ hypotheses, the authors conducted a number of multilevel polynomial regressions with three-dimensional surface analyses on a sample of 19,049 employees from 24 countries drawn from the International Social Survey Program (ISSP) 2005.

Results indicate that job characteristics needs-supplies fit is positively related to affective organizational commitment, while job characteristics needs-supplies misfit is negatively related to affective organizational commitment. In addition, results reveal that humane orientation is relevant to increasing affective organizational commitment when external rewards job characteristics needs are higher than external rewards job characteristics supplies.

These results weaken the universality of job characteristics and call for a departure from a one-size-fits-all approach to human resources.