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Drawing on the cognitive–affective–conative framework, this study aims to develop a model of service robot acceptance in the hospitality sector by incorporating both cognitive evaluations and affective responses.

A mixed-method approach combining qualitative and quantitative methods was used to develop measurement and test research hypotheses.

The results show that five cognitive evaluations (i.e. cuteness, coolness, courtesy, utility and autonomy) significantly influence consumers’ positive affect, leading to customer acceptance intention. Four cognitive evaluations (cuteness, interactivity, courtesy and utility) significantly influence consumers’ negative affect, which in turn positively affects consumer acceptance intention.

This study provides significant implications for the design and implementation of service robots in the hospitality and tourism sector.

Different from traditional technology acceptance models, this study proposed a model based on the hierarchical relationships of cognition, affect and conation to enhance knowledge about human–robot interactions.

The purpose of this paper is to investigate how consumers’ affective goal pursuit influences the relationship between their affect and satisfaction in services. In particular, it examines when affect can directly influence satisfaction and when such an impact is mediated by perceived service quality.

This research explores consumers’ consumption goals in three different service contexts, i.e., a primarily pleasure-seeking hedonic service context, a primarily arousal-seeking hedonic service context and a utilitarian (non-affect-seeking) service context.

Results from two studies show that the primary affective consumption goal determines which specific affect can directly influence satisfaction. Other desirable non-primary affect influences satisfaction through the mediation of perceived service quality.

This research focuses on the service contexts in which consumers’ primary consumption goals vary. Further research may focus on the priority and strength of a consumer’s various consumption goals in different services and study how the priority and strength of different consumption goals determine how affect influences quality and satisfaction.

The study provides several insights for service providers and retailers to recognize that consumers’ primary consumption goals may vary in different service contexts, for different consumers, and even at different usage situations. Accordingly, marketers need to develop different strategies for consumer with different goal pursuit in services.

While the literature has documented that consumer affect influences consumer satisfaction in general, it is unclear how different consumption goals influence the impact of affect on satisfaction. This research contributes to the consumer goal literature by demonstrating the importance of primary consumption goals in the post-consumption evaluation of services.

The current study investigates the impact on perceived review helpfulness of the simultaneous processing of information from multiple cues with various central and peripheral cue combinations based on the elaboration likelihood model (ELM). Thus, the current study develops and tests hypotheses by analyzing real-world review data with a text mining approach in e-commerce to investigate how information consistency (rating inconsistency, review consistency and text similarity) influences perceived helpfulness. Moreover, the role of product type is examined in online consumer reviews of perceived helpfulness.

The current study collected 61,900 online reviews, including 600 products in six categories, from Amazon.com. Additionally, 51,927 reviews were filtered that received helpfulness votes, and then text mining and negative binomial regression were applied.

The current study found that rating inconsistency and text similarity negatively affect perceived helpfulness and that review consistency positively affects perceived helpfulness. Moreover, peripheral cues (rating inconsistency) positively affect perceived helpfulness in reviews of experience goods rather than search goods. However, there is a lack of evidence to demonstrate the hypothesis that product types moderate the effectiveness of central cues (review consistency and text similarity) on perceived helpfulness.

Previous studies have mainly focused on numerical and textual factors to investigate the effect on perceived helpfulness. Additionally, previous studies have independently confirmed the factors that affect perceived helpfulness. The current study investigated how information consistency affects perceived helpfulness and found that various combinations of cues significantly affect perceived helpfulness. This result contributes to the review helpfulness and ELM literature by identifying the impact on perceived helpfulness from a comprehensive perspective of consumer review and information consistency.

The purpose of this paper is to explore how the strength of brand associations, different brand breadths, and the similarity between a parent brand's product categories and its extension product categories influence consumers' attitudes toward brand extensions.

An experimental research design was applied to testing the set of hypotheses. A total of 384 respondents participated in the main study. This study analyzed experimental results using analysis of variance (ANOVA).

The paper finds that when a brand is extended to similar product categories, only when the association is strong (trust or affect) will consumers prefer the extension of the narrow brand to that of the broad brand. Conversely, when a brand is extended to dissimilar product categories, regardless of the brand associations (trust or affect), consumers prefer the extension of the favorable broad brand to that of the narrow brand.

For corporations that operate within a narrow brand, brand extension strategies must be based on parent brand associations (trust or affect) that are very strong. In addition, the extension must only be to extremely similar product categories. In contrast, for corporations operating a broad brand, although the chance of brand extension success is better, favorability of consumer brand association (trust or affect) must never be ignored.

The study results reemphasize the importance of brand breadth effects when launching category extensions. Also, the research provides new insight into the strength of parent brand associations when evaluating consumers' brand attitude on brand extension.

This study aims to explore the role of brand personality traits in explaining how different levels of brand favorability evoke affect from and forge connections to consumers.

The authors used a quantitative approach consisting of within-subjects (Study 1) and between-subjects (Study 2) experimental designs. Mediation analyses were tested using OLS regression with the MEMORE and PROCESS macros.

Findings suggest increases in brand excitement and sincerity to be related to differences in positive affect evoked by favorable and unfavorable brands; decreases in brand sincerity to be related to differences in negative affect between favorable and unfavorable brands (Study 1); brand competence and excitement to be related to the relationship between brand favorability and self-brand connection; and brand competence and excitement to best distinguish favorable brands from unfavorable brands (Study 2).

These results support the importance of brand personality traits that are considered to be universally positive and provide managers with an initial roadmap for which brand personality traits should be prioritized when communicating with consumers.

The purpose of this paper is to investigate the dynamic process and the meaning of symbolic consumption according to the three symbolic needs (i.e. status needs, social needs, status and social needs) to understand how symbolic messages are conveyed when consumers choose a brand.

This paper develops three dynamic models, categorized according to the consumers’ needs. The conceptual framework consists of the six constructs: collectivism/individualism, brand reputation, self-congruence, brand affect, brand identification and brand loyalty. Twelve hypotheses were developed and tested. Data were collected from consumers who had experienced well-known global chain restaurant brands. The three models were tested using confirmatory factor analysis and structural equation modelling.

Findings highlight the important mediating role of brand affect in symbolic consumption, which previously has not been revealed empirically. Moreover, it is found that self-congruence does not mediate the relationship between brand reputation, collectivism/individualism and brand affect, despite its prominence in previous symbolic consumption studies. In the status and social needs models, brand reputation mediates between collectivism/individualism and self-congruence, brand identification, brand affect and brand loyalty.

This is the first empirical paper to investigate symbolic consumption in the context of three types of models, according to symbolic needs, in the context of restaurant consumption. The study also identifies the major components of the consumer’s symbolic needs based on the attributes of symbolic consumption. Moreover, this study reveals that when both social needs and status needs are mixed, a hierarchy exists between consumers’ symbolic needs. Finally, the study makes an important contribution to the literature by applying the concept of brand affect to symbolic consumption research and exploring the relationships between the external motivational factors and the internal elements of symbolic consumption.

Product‐harm crises have become an almost familiar phenomenon in today's business environment as technology becomes more vulnerable. Even if a product‐harm crisis is associated with the company that manufactured the defective product, the entire industry may be affected. Not only consumers of the affected company, but also consumers of competitors are affected by the crisis. The paper seeks to deal mainly with the situation of competitors and examines the potential opportunities and threats that may arise when another company in the same industry faces a product‐harm crisis.

For the purposes of this paper, an experiment was conducted that relied on four important influential factors of crisis management (i.e. corporate reputation, crisis scope, external effects, and organisational responses). The crisis was described through a hypothetical scenario. Consumer attitudes towards competitive products were used to determine impending prospects and threats.

The paper's results demonstrate that consumers are very receptive in buying competitor brands, especially when the extent of the crisis was medium or high and the company involved in the crisis had shown low levels of social responsibility.

Previous research studies on crisis management mainly focus on the affected company and how it confronted the crisis. The paper approaches crisis management from the competitor's perspective. Because a crisis may influence the entire sector, adequate preparation and effective crisis management skills are essential assets for competitors.

The purpose of this paper is to investigate the effects of pre-existing mood valence, mood arousal and ad-evoked arousal on response to television and print advertising. It combined the arousal-as-information and arousal regulation approaches into a single arousal congruence theory. It sought an extended application of arousal congruence theory in the persuasion domain with several novel findings.

Four experiments were conducted to test the hypotheses. Analysis of variance, multivariate analysis of variance and pairwise comparison were used for data analysis.

Consumer judgment is a joint function of mood valence, mood arousal and ad-evoked arousal. Positive mood does not always generate more positive evaluations and vice versa. Ad-evoked arousal can more strongly influence consumers’ judgments when they are in a negative rather than a positive mood. Furthermore, consumers in a positive mood rate a target more favorably when the ad-evoked arousal level is congruent with their current arousal state, while those in a negative mood rate a target more favorably when the ad-evoked arousal level is incongruent with their current state of arousal. Arousal polarization intensifies such congruence (and incongruence) effects.

The findings reveal a mood-lifting opportunity based on ad-evoked arousal. This has implications for the design of advertisements, promotional materials, marketing campaigns and retailing environments.

This paper’s findings highlight unexpected effects of stimulus-evoked arousal in persuasion when consumers are exposed to multiple emotional cues from the environment. The paper demonstrates the utility of an integrated model, explaining the relative importance of valence and arousal in influencing consumer judgments. It has been the first to examine arousal congruence, arousal polarization and arousal regulation mechanisms jointly.

Consumers often communicate with other consumers and perform impulse buying behavior on social commerce websites. Based on stimulus-organism-response framework and dual systems theory, the present study examines the effects of social interactions and self-control on consumers' impulse purchase.

An online survey consisting of 315 participants on social commerce websites was recruited to empirically examine the proposed research model. Partial Least Squares (PLS) was employed to analyze the research model.

Our main findings indicate that (1) source credibility, observational learning and review quality are important antecedents of perceived usefulness of online reviews, (2) source credibility, observational learning and perceived usefulness positively affect positive affect, which further results in urge to buy and impulse buying, (3) self-control weakens the effect of positive affect on urge to buy impulsively and also weakens the effect of urge to buy impulsively on impulse buying behavior.

The present study will bring more attention to social interactions in social networks in practice and encourage scholars to pay more attention to the reflective system in online impulse buying.

This paper aims to extend the understanding of how global brands can positively influence brand trust by introducing two new mediating variables – brand affect and brand innovativeness, and testing the moderating role of consumer ethnocentrism in these relationships.

In total, 250 participants completed self-administered online questionnaires in a cross-sectional study in France. Moderated mediation and floodlight analysis were performed.

Brand globalness is positively related to brand affect and this, in turn, is positively related to brand trust. The relationship between brand globalness and brand affect is weaker for ethnocentrist consumers. Brand globalness is positively related to brand innovativeness and this, in turn, is positively related to brand trust. The relationship between brand globalness and brand innovativeness is weaker for ethnocentrist consumers.

A limited number of fast-food brands was analyzed. Future studies should replicate the research model using different product categories to generalize the findings.

This study offers new opportunities for managers concerned by the optimization of their global brands management. First, the results demonstrate the interest of managers to increase the emotional and affective aspects of their global brands to make them more trustable. Second, brand managers should also emphasize the innovative aspects of their global brand. Indeed, it is essential for practitioners not only to propose frequently new and innovative products to consumers but also to follow the latest trends in their market. The more managers provide new, useful solutions to fulfill consumers’ needs, the more consumers will trust those global brands.

The mediating role of brand affect and brand innovativeness in the relationship between brand globalness and brand trust gives new insights on an established relationship.