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1 – 10 of over 2000Håvard Hansen, Bendik M. Samuelsen and James E. Sallis
While satisfaction, value, image, and credibility are commonly assumed to drive customer loyalty, there is nevertheless reason to question whether their effects vary across groups…
Abstract
Purpose
While satisfaction, value, image, and credibility are commonly assumed to drive customer loyalty, there is nevertheless reason to question whether their effects vary across groups of consumers. This paper seeks to explore how individuals with contrasting need-for-cognition (NFC) levels differ in using memory-based information when forming behavioral intentions towards a current service provider.
Design/methodology/approach
The authors tested the hypotheses by means of survey data from customers of retail banks, and applied two-group analysis using structural equation modeling (SEM) to test the moderating effects of NFC.
Findings
Satisfaction positively affects loyalty for high NFCs, but not for low NFCs. Image is insignificant in both groups. Value positively affects loyalty for low NFCs, but not for high NFCs. Credibility has a positive effect for low NFCs, but not for high NFCs.
Research limitations/implications
The limited sample size affects the power of the test methodology, but Chow-tests of regression models gave similar results. Further research should test the model in other contexts to enhance external validity.
Practical Implications
To develop more effective customer strategies, both researchers and practitioners need to understand how different types of consumers attend to and utilize information when forming behavioral intentions. The standard practice of surveying customer satisfaction and loyalty typically requires the consumer to make a memory-based judgment.
Originality/value
Previous research has primarily focused on how consumer demographics moderate satisfaction-loyalty links. This paper includes additional drivers of loyalty, and assesses moderation by a personality trait (NFC) not previously used in satisfaction-loyalty research. The results indicate that a consumer ' s dispositional tendency to think and elaborate (more or less) can bias survey results.
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The purpose of this paper is to investigate the dominance of athlete endorser characteristics (i.e. moral character vs warmth) on athlete endorser perception and the influence of…
Abstract
Purpose
The purpose of this paper is to investigate the dominance of athlete endorser characteristics (i.e. moral character vs warmth) on athlete endorser perception and the influence of tarnished athlete endorsers (i.e. immoral character vs coldness) on brand evaluations from the perspectives of perceiver characteristics, including dispositional tendency, innate moral intuitions, and self-location (SL).
Design/methodology/approach
This research consists of three experimental studies with 135, 72, and 91 participants, respectively. Study 1 compared the dominance of moral character and warmth on athlete endorser perception. Study 2 examined the impact of perceiver characteristics on the cause-and-effect relationship between tarnished athlete endorsers (i.e. immoral character vs coldness) and brand evaluations. Study 3 investigated the cross-cultural generalizability of the US-based research findings in Study 2 for Indians.
Findings
Moral character is more influential than warmth on athlete endorser evaluations. Tarnished athlete endorsers with immoral character exert more negative influence than tarnished athlete endorsers with coldness characteristic on brand evaluations. Except for dispositional tendency, innate moral intuitions and SL moderate brand evaluations. Endorser and perceiver characteristics yield asymmetric patterns of influence on Americans’ and Indians’ brand evaluations.
Research limitations/implications
Future research is needed to verify the causal effects of thinking styles on the relationship between tarnished athlete endorsers and brand evaluations.
Practical implications
The determination of endorsement continuity has to jointly consider the characteristics of endorsers, perceivers, and cultures.
Originality/value
This research contributes to the endorsement research by advancing the research scopes of athlete endorser, perceiver, and culture characteristics.
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Liviu Florea, Sorin Valcea, Maria Riaz Hamdani and Thomas W. Dougherty
The purpose of this paper is to investigate how individual interviewers’ dispositional cognitive motivations may influence interview interactions and outcomes. More specifically…
Abstract
Purpose
The purpose of this paper is to investigate how individual interviewers’ dispositional cognitive motivations may influence interview interactions and outcomes. More specifically, this study explores the influence of the need for cognition, need for cognitive closure, and accountability on the relationship between first impressions and selection decisions.
Design/methodology/approach
In total, 41 graduate students were assigned the role of interviewers and were tasked to interview 331 undergraduate students at a large Midwestern university. The selection interview was designed to recruit qualified undergraduate students to the MBA program of the university.
Findings
First impressions significantly influenced selection decisions, but did not influence interviewers’ behaviors. Moreover, multilevel analyses reveal that interviewers’ need for cognition and accountability moderate the relationship between first impression and selection decisions, albeit in different direction. Need for cognition strengthens, whereas accountability weakens the relationship between first impression and selection decision.
Research limitations/implications
A potential interviewer bias is apparent, where interviewers high on need for cognition tend to weight first impressions more in the decision process. However, this bias was not directly observable, since interviewers’ behaviors during the interview were not affected by first impressions.
Originality/value
The present study goes beyond previous research on first impressions in the employment interview, finding that dispositional differences account for the tendency to weigh first impressions in the selection decision.
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Lillian T. Eby, Melissa M. Robertson and David B. Facteau
Interest in employee mindfulness has increased dramatically in recent years, fueled by several important conceptual articles, numerous studies documenting the benefits of…
Abstract
Interest in employee mindfulness has increased dramatically in recent years, fueled by several important conceptual articles, numerous studies documenting the benefits of mindfulness for employee outcomes, and the adoption of mindfulness-based practices in many Fortune 500 organizations. Despite this growing interest, the vast majority of research on employee mindfulness has taken an intrapersonal focus, failing to appreciate the ways in which mindfulness may enhance work-related relational processes and outcomes. The authors explore possible associations between mindfulness and relationally oriented workplace phenomena, drawing from interdisciplinary scholarship examining mindfulness in romantic relationships, child–parent relationships, patient–healthcare provider relationships, and student–teacher relationships. A framework is proposed that links mindfulness to three distinct relationally oriented processes, which are expected to have downstream effects on work-related relational outcomes. The authors then take the proposed framework and discuss possible extensions to a variety of unique workplace relationships and discuss critical next steps in advancing the relational science of mindfulness.
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Yan Yang, Jing Hu and Bang Nguyen
The purpose of this paper is to explore the effect of the feeling awe on individuals' endorsement of conformist attitudes in consumption choices and the mediating role of social…
Abstract
Purpose
The purpose of this paper is to explore the effect of the feeling awe on individuals' endorsement of conformist attitudes in consumption choices and the mediating role of social connectedness in generating this effect.
Design/methodology/approach
We test our hypotheses across three studies. Study 1 used an online survey. Study 2 and 3 conducted two laboratory experiments to induce awe and measured consumer conformity in two consumption choice tasks.
Findings
This research shows that both dispositional awe and induced awe can increase individuals' preferences for majority-endorsed vs. minority-endorsed choice alternatives in subsequently unrelated consumption situations, and this effect is mediated by perceptions of social connectedness with other decision-makers.
Practical implications
Marketers can promote the sales of mass-market products through inducing awe.
Social implications
Public regulators could utilize people's incidental awe as an effective policy intervention to nudge individual cooperation in some cases.
Originality/value
The research is the first to demonstrate a novel consequence of awe on consumer decision-making. It also highlights the significance of desire for social connectedness that explains why the feeling of awe develops conformity to the opinions of unknown people.
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Howard J. Klein and Erich C. Fein
This chapter proposes the development of a compound personality trait termed “goal propensity”. Motivation is a key determinant of performance in virtually all contexts, and…
Abstract
This chapter proposes the development of a compound personality trait termed “goal propensity”. Motivation is a key determinant of performance in virtually all contexts, and personality has long been viewed as an important influence on motivation. Despite the long history of exploring how personality influences motivation, we do not have a clear understanding of the linkage between individual differences in personality and work motivation or the tools to reliably and accurately predict individual differences in motivation. Advances in our understanding of personality and the convergence of motivation theories around models of self-regulation present the opportunity to achieve that understanding and predictive efficacy. Goal propensity would be a theoretically derived trait that would explain the role of personality in self-regulation models of motivation as well as allow the prediction of tendencies to engage in self-regulation. This chapter provides the rationale for the development of this construct, articulates the nature of the proposed goal propensity construct, and explores the value of such a construct for theory, future research, and human resource practice.
Randy K. Chiu and Anne Marie Francesco
This paper investigates the relationships between turnover intention and positive affectivity (PA) and negative affectivity (NA), and the mediating roles of job satisfaction and…
Abstract
This paper investigates the relationships between turnover intention and positive affectivity (PA) and negative affectivity (NA), and the mediating roles of job satisfaction and affective commitment in those relationships. Based on a sample of 279 Chinese managers, PA predicts turnover intention, and job satisfaction mediates the relationship. However, NA is neither directly nor indirectly related to turnover intention.
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Marisa Donnoli and Eleanor H. Wertheim
The purpose of this paper is to examine whether victim and offender conflict management styles (yielding and forcing) predict forgiveness following an interpersonal transgression…
Abstract
Purpose
The purpose of this paper is to examine whether victim and offender conflict management styles (yielding and forcing) predict forgiveness following an interpersonal transgression and apology. Perceived offender remorse, expectation of reoffending, and transgression severity along with trait empathy were also examined as potential mediators of conflict style effects and as direct predictors of forgiveness.
Design/methodology/approach
In total, 112 Australian adults completed a questionnaire including a written scenario describing a hypothetical transgression perpetrated either by a forcing‐ or yielding‐prone offender.
Findings
Offender conflict style was significantly related to forgiveness, with the yielding‐offender compared to forcing‐offender scenario resulting in higher forgiveness, an effect fully mediated by perceived offender remorse. Additionally, perceived offender remorse, transgression severity and likelihood of reoffending, and participant empathic concern added to predictions of forgiveness.
Research limitations/implications
This paper highlights how an offender's conflict style may lead to perceptions by an injured party that the offender is less remorseful following a specific offence and apology. Individuals with a history of dominating, competitiveness and self serving may need to modify their conflict resolution methods, or explicitly demonstrate sincere remorse, in order to elicit forgiveness from an injured party following interpersonal transgressions.
Originality/value
This study is the first, to the authors' knowledge, to examine how an offender's tendency to yield or force during conflict affects an injured party's decision to forgive following a transgression and apology and to provide an explanation of this relationship. Findings are potentially useful to clinicians, mediators, negotiators and managers in facilitating better interpersonal or workplace relationships.
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Jeanine K. Andreassi and Cynthia A. Thompson
The purpose of this paper is to assess the relative influence of personality (locus of control) and situational control (job autonomy) on the experience of work‐to‐family conflict…
Abstract
Purpose
The purpose of this paper is to assess the relative influence of personality (locus of control) and situational control (job autonomy) on the experience of work‐to‐family conflict (WFC), family‐to‐work conflict (FWC), and positive work‐family spillover (PS).
Design/methodology/approach
Using data from the 2002 National Study of the Changing Workforce (n=3,504) and from O*Net, an independent database of occupational characteristic ratings, regression analysis was used to test direct effects, relative weights analysis was used to determine the relative influence of locus of control and job autonomy on work‐family outcomes, and mediation analysis was used to examine the mediating influence of perceived job autonomy.
Findings
Dispositional control (i.e. internal locus of control) was more strongly associated with the outcome variables than was situational control (i.e. objective job autonomy). As expected, internal locus of control was negatively related to WFC and FWC, and positively related to PS. Job autonomy, however, was unexpectedly related to higher levels of FWC and was unrelated to WFC and PS. Relative weights analysis revealed that situational vs dispositional control were differentially related to the outcome variables. Perceived job autonomy mediated the relationship between locus of control and WFC and PS.
Research limitations/implications
The correlational design prevents conclusions about causality.
Practical implications
Knowing that both personality and job autonomy are important in understanding work‐family outcomes enables managers to intervene appropriately.
Originality/value
This study increases our understanding of the role of personality in relation to work‐family outcomes. In addition, it used a novel technique to partial the effects of situational and dispositional control, and used an objective measure of job autonomy.
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Andrei C. Miu, Mircea Miclea and Daniel Houser
Purpose – This chapter focuses on individual differences in anxiety, by reviewing its neurobiology, cognitive effects, with an emphasis on decision-making, and recent developments…
Abstract
Purpose – This chapter focuses on individual differences in anxiety, by reviewing its neurobiology, cognitive effects, with an emphasis on decision-making, and recent developments in neuroeconomics.
Methodology – A review and discussion of anxiety and decision-making research.
Practical implications – This chapter argues that by making the step from emotional states to individual differences in emotion, neuroeconomics can extend its neurobiological roots and outreach its current clinical relevance.
Value of chapter – This chapter contributes to the literature on individual differences in emotion and their effects on decision-making, which is increasingly important in mainstream behavioral economics and neuroeconomics.