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Abstract

Details

Review of Marketing Research
Type: Book
ISBN: 978-0-85724-723-0

Article
Publication date: 5 June 2007

Lisa Watson and Mark T. Spence

Consumption situations can be emotionally charged. Identifying the cause(s) of emotions has clear practical import to the understanding of consumer behaviour. Cognitive…

24396

Abstract

Purpose

Consumption situations can be emotionally charged. Identifying the cause(s) of emotions has clear practical import to the understanding of consumer behaviour. Cognitive appraisal theory serves this purpose; however, a consensus has not yet emerged concerning terminology, number of relevant concepts and concomitant construct measurements, and theoretical linkages between constructs. This paper attempts to rectify this shortcoming.

Design/methodology/approach

This conceptual paper provides an extant review of emotions literature as it pertains to cognitive appraisals and consumption behaviours. Based on this review an integrative cognitive appraisal theory is advanced that is parsimonious and incorporates similarities across the various appraisal theory perspectives to date.

Findings

Four appraisals are proffered that appear capable of implicating specific emotions and their effects on consumer behaviour. The appraisals advanced are outcome desirability that encompasses pleasantness and goal consistency, agency which includes responsibility and controllability, fairness, and certainty. Sample propositions concerning how cognitive appraisals affect information processing extensiveness have also been provided.

Originality/value

First, the paper provides an extant review of cognitive appraisal theories of emotions, which makes transparent the looseness in terminology and differences in theoretical perspectives that currently exist. Second, based on this review the paper advances a unifying theory of consumption appraisals and explore their relevance to marketers. The theory proposed could explain inconsistent findings in the current literature. Third, directions for future research highlighting confounds that should be considered in study designs complete the paper.

Details

European Journal of Marketing, vol. 41 no. 5/6
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 25 April 2018

Ioanna Anninou

The purpose of this paper is to suggest a novel framework of consumer confusion based on the appraisal theories of emotions. Extant theoretical and empirical evidence on…

1089

Abstract

Purpose

The purpose of this paper is to suggest a novel framework of consumer confusion based on the appraisal theories of emotions. Extant theoretical and empirical evidence on confusion continues to be vague on the connection between the emotional dimensions and behavioural consequences. The appraisal theories of emotions can help to expand the field of inquiry which is related to the topic of consumer confusion.

Design/methodology/approach

A concept-centric review of 112 publications on consumer confusion and research on emotions provides an integrative critical analysis of the nature of confusion and extends the literature. The review demonstrates that past research has advanced the understanding but not sufficiently explained all of the processes implicated in consumer confusion.

Findings

On the above grounds, the paper suggests that although confusion is environmentally driven, it can be seen as a dynamic process implicating two levels of consumer appraisals. Uncertainty/lack of understanding, goal inconsistency and motivational state form the basis of confusion; agency attribution and coping potential are, however, shaping the development of subsequent emotions and ultimately the expectations on consumer behaviour. Considered as a dynamic process, confusion has coping and behavioural implications. At the most central level, the importance of agency (or attribution) and coping potential is highlighted and the way these appraisals lead to different emotions and behaviours is discussed.

Originality/value

The paper advances extant consumer decision-making literature and proposes diverse emotions that are associated with the experience of confusion, behaviours that are expected, along with marketing implications and actions required for each of them.

Details

Management Decision, vol. 56 no. 8
Type: Research Article
ISSN: 0025-1747

Keywords

Book part
Publication date: 16 July 2018

Shane Connelly and Brett S. Torrence

Organizational behavior scholars have long recognized the importance of a variety of emotion-related phenomena in everyday work life. Indeed, after three decades, the span…

Abstract

Organizational behavior scholars have long recognized the importance of a variety of emotion-related phenomena in everyday work life. Indeed, after three decades, the span of research on emotions in the workplace encompasses a wide variety of affective variables such as emotional climate, emotional labor, emotion regulation, positive and negative affect, empathy, and more recently, specific emotions. Emotions operate in complex ways across multiple levels of analysis (i.e., within-person, between-person, interpersonal, group, and organizational) to exert influence on work behavior and outcomes, but their linkages to human resource management (HRM) policies and practices have not always been explicit or well understood. This chapter offers a review and integration of the bourgeoning research on discrete positive and negative emotions, offering insights about why these emotions are relevant to HRM policies and practices. We review some of the dominant theories that have emerged out of functionalist perspectives on emotions, connecting these to a strategic HRM framework. We then define and describe four discrete positive and negative emotions (fear, pride, guilt, and interest) highlighting how they relate to five HRM practices: (1) selection, (2) training/learning, (3) performance management, (4) incentives/rewards, and (5) employee voice. Following this, we discuss the emotion perception and regulation implications of these and other discrete emotions for leaders and HRM managers. We conclude with some challenges associated with understanding discrete emotions in organizations as well as some opportunities and future directions for improving our appreciation and understanding of the role of discrete emotional experiences in HRM.

Details

Research in Personnel and Human Resources Management
Type: Book
ISBN: 978-1-78756-322-3

Keywords

Article
Publication date: 5 July 2021

Tuerxunbieke Tuerlan, Shanshi Li and Noel Scott

To clarify inconsistencies in the emotion elicitation process and to suggest avenues for advancing emotion research, this study aims to conduct a systematic review of

1385

Abstract

Purpose

To clarify inconsistencies in the emotion elicitation process and to suggest avenues for advancing emotion research, this study aims to conduct a systematic review of emotion research in the subject area of hospitality and tourism management.

Design/methodology/approach

This study analyzes 178 emotion-related articles published in 37 journals from 2004–2019 in the context of hospitality and tourism, providing a systematic synthesis of publication outlets and trajectories, research settings, the conceptualization of emotion, emotion measurement, classifications of antecedents and consequences.

Findings

Regarding the elicitation of emotions, many studies ignore the developments in emotion research in the mainstream discipline and still consider external stimuli as the direct causes of emotion. Numerous studies conceptualize customer emotion as positive or negative, which overlooks the nuances between discrete emotions with the same valence. Additionally, emotion scales are largely borrowed from psychology without considering the specific characteristics of the hospitality and tourism context. Methodologically, most studies take a single-measure lens with either a self-report, physiological or expression behavior measure.

Research limitations/implications

The analysis of the literature highlights three main areas for future emotion studies in the hospitality and tourism context.

Originality/value

Previous reviews are narrative and only address specific areas of interest, rendering them incapable of explaining how a systematic literature identification process was conducted. The present systematic review is among the first to provide an overview of emotion studies in hospitality and tourism over a 15-year period. By drawing insights from appraisal theories of emotions, this review addresses common misunderstandings concerning the emotion elicitation process in the current hospitality and tourism literature.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 8
Type: Research Article
ISSN: 0959-6119

Keywords

Book part
Publication date: 7 June 2016

Amal Ahmadi, Bernd Vogel and Claire Collins

We take an affect-based approach to theoretically introduce and explore the knowing-doing gap of leadership. We focus on the emotion of fear that managers may experience…

Abstract

Purpose

We take an affect-based approach to theoretically introduce and explore the knowing-doing gap of leadership. We focus on the emotion of fear that managers may experience in the workplace, and how it may influence the transfer of their leadership knowledge into leadership action.

Methodology/approach

We use Affective Events Theory as our underlying theoretical lens, drawing on emotional, cognitive, and behavioral mechanisms to explain the role of fear in the widening and bridging of the knowing-doing gap of leadership.

Findings

We theoretically explore the interplay between leader fear, the leadership contexts, and the knowing-doing gap of leadership. From this, we develop a multidimensional theoretical framework on the influence of leader fear on the knowing-doing gap of leadership.

We highlight how fear and the knowing-doing gap of leadership may be influenced by and potentially impact on individual managers and their leadership contexts.

Originality/value

Our initial theoretical framework provides a starting point for understanding fear and the knowing-doing gap of leadership. It has implications for future research to enhance our understanding of the topic, and contributes toward existing approaches on leadership development as well as emotions and leadership.

Details

Emotions and Organizational Governance
Type: Book
ISBN: 978-1-78560-998-5

Keywords

Article
Publication date: 22 April 2022

Wee-Kheng Tan and Chun Yu Hsu

Coronavirus disease 2019-related fake news consistently appears on social media. This study uses appraisal theory to analyze the impact of such rumors on individuals'…

Abstract

Purpose

Coronavirus disease 2019-related fake news consistently appears on social media. This study uses appraisal theory to analyze the impact of such rumors on individuals' emotions, motivations, and intentions to share fake news. Furthermore, the concept of psychological distance and construal level theory are used in combination with appraisal theory to compare toilet paper shortages and celebrity scandal rumors.

Design/methodology/approach

Data collected from 299 Taiwanese respondents to 150 toilet paper shortage-related and 149 celebrity gossip-related questionnaires were processed using partial least squares regression and multigroup analysis.

Findings

In both cases, surprise is felt most intensely. However, unlike in the celebrity fake news scenario, worry plays a prominent role in driving the altruistic sharing motivation related to the toilet paper shortage rumor. Furthermore, while emotional attributes (basic or self-conscious, concrete, or abstract) serve as a guide for how emotions change with psychological distance, the degree to which an emotion is relevant to the fake news context is key to its manifestation.

Originality/value

This study examines the impact of individuals' emotions on their motivations and intention to share fake news, applying the appraisal theory and the psychological distance concept in a single study to fake news sharing intention. It evaluates the relationship between psychological distance and emotions, revealing that it is not absolute and need not necessarily shift according to psychological distance change; rather, the relationship is context-sensitive.

Details

Online Information Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1468-4527

Keywords

Book part
Publication date: 28 May 2019

Chris James

This chapter seeks to make the case that emotions are central in organising in schools and that the way members of staff oversee their emotion processes is crucial to the…

Abstract

This chapter seeks to make the case that emotions are central in organising in schools and that the way members of staff oversee their emotion processes is crucial to the legitimacy of the institution. The logic of the case is simple, as follows. There are three forms of affect: feelings, moods and emotions. Feelings and moods are affective states, the description of which depicts our inner world. Emotions are very different. They entail a process in which an event of some kind is experienced and appraised. This appraisal results in physiological responses, psychological changes and social responses, which entail actions. The emotion process creates a state of action readiness and a motivation to act. The actions are manifestations of power and they may influence those who experience them. Because actions influence, they are leadership actions and are therefore central to organising processes. Actions may have a high affective content and may be experienced as an individual ‘emoting’, which typically increases the significance of the action experienced by others. Emoting can therefore change the influencing effect of an action. We may seek to defend ourselves from actions with a high affective content by means of social defences, which can take various forms. The social actions resulting from the emotion process and emoting are subject to a whole range of ‘rules’: personal, interpersonal, institutional and cultural. How well members of the school staff understand and oversee – manage – that emotion process in relation to these rules is crucial to the legitimacy of schools as institutions.

Details

Emotion Management and Feelings in Teaching and Educational Leadership
Type: Book
ISBN: 978-1-78756-011-6

Keywords

Article
Publication date: 11 October 2022

Laura Pascual-Nebreda, Pablo Cabanelas and Alicia Blanco-González

There are numerous studies on satisfaction, but not enough on dissatisfaction when its consequences can be harmful. This study aims to examine different unsatisfactory…

Abstract

Purpose

There are numerous studies on satisfaction, but not enough on dissatisfaction when its consequences can be harmful. This study aims to examine different unsatisfactory situations during customer–supplier relationships in industrial markets combining the appraisal theory with the critical incident technique to identify potential problems and strategies to minimize their effect.

Design/methodology/approach

This research follows an exploratory qualitative approach based on 18 in-depth interviews with managers from business-to-business firms. The information obtained was object of a textual and conceptual analysis using the analytical software ATLAS TI 9.0.

Findings

The results show that negative cognitions have greater influence than negative emotions, and those dissatisfied customers may respond by expressing complaints, ending transactional relationships, reporting the other party legally, asking for explanations or continuing commercial relationships, even though they are dissatisfied. This will depend on the severity of the critical incident and the negative cognitions and emotions perceived. Proactivity and understanding of this situation will allow for understanding what specific actions to take to resolve conflicts and mitigate the negative effects among the parties.

Originality/value

This paper focuses on dissatisfaction, instead of satisfaction, in industrial markets through the appraisal theory. Furthermore, it applies the critical incident technique to understand the cognitions and emotions related with dissatisfaction in the commercial relationships. Finally, it provides ideas on what are the main source of dissatisfaction and how to manage them to anticipate and better manage those incidents.

Details

Journal of Business & Industrial Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 13 July 2015

Cherng G. Ding and Timmy H. Tseng

The purpose of this paper is to further examine the mediation mechanism to account for the influence of brand experience on brand loyalty by integrating the experiential…

12224

Abstract

Purpose

The purpose of this paper is to further examine the mediation mechanism to account for the influence of brand experience on brand loyalty by integrating the experiential view of consumption and the appraisal theory of emotion.

Design/methodology/approach

An onsite interview survey was conducted in 21 stores of four service brands: Burger King, Cold Stone Creamery, McDonald’s and Starbucks Coffee. Confirmatory factor analysis is used for assessing validity and reliability. Structural equation modeling is used for examining construct relationships.

Findings

Brand awareness/associations, perceived quality and hedonic emotions mediate the relationship between brand experience and brand loyalty. Hedonic emotions play a powerful mediation role. Moreover, it is the experiential view of consumption rather than the appraisal theory of emotion that plays a dominant role in accounting for the influence of brand experience on brand loyalty.

Originality/value

This research extends previous studies on the relationship between brand experience and brand loyalty by adding hedonic emotions as a powerful affective mediator. Our research also contributes to practitioners by providing strategies for experiential marketing.

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