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This paper makes a significant contribution to the growing field of digital inequality research by developing an operational definition of emotional costs. To examine this understudied aspect of digital inequalities, we build on Van Dijk’s concept of mental access. We define emotional costs as anxiety toward using information and communication technologies instigated by a lack of prior technology experience and limited computer access.

We examined the influence of emotional costs on lower-income students’ technology efficacy, academic efficacy, and computer application proficiency in the context of a computing intervention. Specifically, we examined the relationship between home and school computer usage with self-perceived technology efficacy, computer application proficiency, and academic efficacy. Data from surveys of 972 students were analyzed in order to better understand the importance of technology access on our outcome variables. We also investigated the possible mediation effects of emotional costs on our outcome variables.

The results revealed that home computer usage was a determinant of students’ self-perceived technology efficacy while shared school access was not. After conducting mediation tests, the results further indicated that emotional costs mediate the effects of home computer usage on technology efficacy.

We conclude that emotional costs might help explain why access inequalities lead to skill inequalities in the context of computing interventions and offer a replicable operational definition for future studies.

Consumers can provide monetary tips to service employees as a reward for their efforts. However, consumers’ ability to recognize the demands of these jobs could affect tipping behavior. This study aims to examine the difficulty consumers have recognized the emotional toll of service work, and how this affects tipping behavior.

Three experiments were conducted with US participants to determine how the focus on emotional burdens of service work affects willingness to tip lower level service employees.

Results reveal that when consumers hear about the emotional costs of service labor, they report less willingness to tip low-level workers, compared to when they learn about other job costs or contributions. Results further show that reducing power distance between customers and workers can increase willingness to tip when emotional costs are emphasized.

This research contributes to the services literature by showing how feelings of power affect whether consumers appreciate certain job costs, and, in turn, their tipping behavior.

This research clarifies how consumers perceive job demands, which has direct consequences for tipping behavior and suggests more strategies to improve tips.

Findings can help advocates looking to advance the status and compensation for lower-level service workers.

This research is first to explore why the emotional costs of service labor are not recognized in certain cases, and provides insight on how to improve customer treatment of lower-level service labor.

The purpose of this study is to elucidate how green value influences potential green hotel customers’ propensity to choose green. Studies on green hotels emphasized environmental and financial benefits that conventional hotels do not provide to society or the companies. However, these benefits may not be the ones that resonate best with its potential customers. Besides, given the characteristics of green products, it is also important to point out how customers perceive green-related costs.

A pilot test was conducted in three universities and then an anonymous questionnaire was randomly administered to Korean passengers at the Incheon International Airport. Exploratory factor analysis and structural equation modeling were the primary methods of data analysis.

Four dimensions for perceived green benefits and three dimensions for perceived green costs emerged: functional, emotional, social and epistemic benefits; and monetary, explicit and implicit costs. Environmental concern influenced perceived green benefits positively and perceived green costs negatively, while its relationship with purchase intention was insignificant. Perceived green benefits was not a significant predictor of purchase intention, but perceived green costs was, and it partially mediated the effect of environmental concern on purchase intention. Functional and emotional benefits as well as monetary and explicit costs were significantly associated with purchase intention.

This study has only investigated customer perceived value of a green hotel stay in the pre-purchase stage, and hotel brand level was not taken into consideration. Besides, convenience sampling of Korean respondents only may limit the generalizability of the research findings.

Research findings help to explain the inconsistency between eco-friendly attitude and green purchase intentions. Managers may understand the importance of developing customers’ green awareness and how to market the green value to them.

Few researches have focused on the role of customer perceived value in explaining true behavioral change of green hotel guests. The current study may be the first attempt to incorporate the social exchange theory into the conceptual model, and extend the knowledge of perceived value in this specific green context by not only emphasizing multi-dimensional perceived green benefits and perceived green costs but also incorporating a situational factor of environmental concern.

This paper aims to advance research and practice on value, and more specifically value-in-use, by enhancing knowledge of not only positive but also negative value-in-use facets in a complex relational context, developing a psychometrically sound measure of these facets and evaluating their effect on various outcome measures across different customer segments.

A three-stage study was undertaken in the professional service context of financial planning. Following a qualitative stage identifying positive and negative facets of value-in-use, a measurement scale was developed and tested, and extended analysis was undertaken through two quantitative stages.

The findings provide converging evidence that clients in the study context realise value-in-use, defined in this study at a benefit rather than outcome level, through nine core facets, four positive (expertise, education, motivation, convenience) and five negative (monetary, time and effort, lifestyle, emotional [financial planner], emotional [situation]). While all nine facets impact on at least one of the investigated outcomes, results show that, overall, positive value-in-use facets outweigh the negative ones, with the impact of facets varying depending on client factors (such as customer participation and time to retirement).

The primary contributions of this paper lie in the conceptualisation and measurement of both positive and negative value-in-use facets and their interplay in generating customer outcomes, as well as in the development of a psychometrically sound measure of this construct. Negative value-in-use facets have not been explored to date, despite consumers being sometimes more concerned with risks than gains. Furthermore, the research offers novel insight into the impact of both positive and negative value-in-use on relevant outcomes, while also offering evidence as to the importance of segmentation dimensions in this context.

The measurement of the costs of crime is an increasingly important topic in established industrial economies. Such costs imply a substantial loss in both tangible and intangible productivity, opportunity cost, resource use and quality of life. Here, we summarise the results of the latest research in the UK, and show that researchers are using increasingly accurate costs and indices analyses to allow the calculation of the costs of criminal activity.

The purpose of this paper is to assessthe probable influence of some of the emotional costs and returns expected by owners on their family business sale decision; and examine if the perceived economic environment during the economic and financial crisis of 2008 had an impact on the intention to sell their family business.

The research is based on a sample of 69 family businesses responding to a postal questionnaire survey. The empirical study is made up of a descriptive analysis of the factors influencing the intention of a family business sale and an explanatory analysis of the sale intention.

The desire for family business renewal through family generational succession is the main emotional factor lying behind the decision to continue/sell the business. Furthermore, the financial and economic crisis does not seem to be a factor that accentuates the intention to sell the family business even if firms’ financial performance has declined.

Future research could implement a direct measure of owners’ performance thresholds and explicitly integrate the moderating role of “Perceived economic environment.”

By showing that continuity is a key concern for family business owners, the research invites them to effectively prepare their succession instead of postponing this strategic process given its significance in guaranteeing the survivability of the family business.

Executives who perceived economic conditions as very poor are less likely to consider the sale of the business in the horizon of two years than executives perceiving them as “normal.” The study confirms that in family-owned businesses, for the owner-managers and the active and serene family shareholders, the sale price does not compensate for their emotional regret evaluated through the loss of the family business’ emotional value.

This paper aims to critique the rationalist theoretical framework of international mediation, which ignores emotions in analyzing the decision by conflict parties to pursue a negotiated settlement or continue fighting, and to present an alternative framework that integrates emotions.

The paper draws on psychology research on emotions and conflict to develop an emotionally informed framework for analyzing conflict parties’ decision-making regarding a settlement. It demonstrates the framework’s validity and value through a case study of the 2000 Camp David mediation to resolve the Israeli–Palestinian conflict.

A rationalist approach to mediation does not have adequate explanatory and predictive power theoretically. In practice, it can reduce the prospect of success.

The paper highlights the necessity for mediation researchers to study the effects of emotion, draw on psychology studies on conflict and explore the emotional implications of different mediation strategies and tactics.

The framework highlights the challenge of designing and conducting mediation in a way that cultivates emotions favorable to a settlement and lessens emotions unfavorable to a settlement.

This is the first study, to the best of the authors’ knowledge, to critique the rationalist framework of international mediation studies and develop an alternative framework that integrates emotions.

To date, community pharmacy research has largely focused on the impact of service quality elements on patronage behavior. Investigation into the influence of cost and value is limited. The purpose of this study is to explore what is known about customers’ perceptions of cost and value, and how these influence patronage patterns in community pharmacy.

A scoping review framework was used to conduct a systematic search of four databases with the addition of articles sourced from reference lists. The database search was reported using the Preferred Reporting Items for Systematic Reviews and Meta-Analysis: Extension for Scoping Reviews protocol. Studies were analyzed in terms of author name, date of publication, study location, study population, methods and key findings.

The 26 studies retrieved were qualitative or quantitative in nature and included a broad sample population. Both cost and value were found to be key factors influencing pharmacy choice. Pharmacy customers were found to perceive costs in terms of monetary, psychological, emotional and convenience-related sacrifices. Value was either perceived as relating to the worth or utility of a good or service, or in terms of a trade-off relationship between what was received and given up by the consumer.

A comprehensive interrogation into the true meaning of “value” to consumers is warranted to improve quantitative measurement instruments.

Pharmacies may attempt to influence customer behavior by minimizing unfixed costs to the consumer such as the price of goods and services and time costs.

This review highlights the need for academic enquiry into how consumers trade-off perceived costs for service in community pharmacy.

Mindfulness helps improve effectiveness by facilitating the use of emotion as information, which improves learning, adaptation, and performance. When mindful we observe emotions and are curious about them rather than controlled by them, freeing us to explore what the emotion is telling us.

I discuss three forms of mindfulness that combine to create a pattern of behavior called mindful organizing. Mindful organizing has numerous benefits but there are also costs that must be balanced against the benefits. Bringing mindfulness into organizations must be done in a way that reduces costs and increases benefits; practical mindfulness is introduced as a means to do this.

Practical mindfulness begins with what is achievable at the present time and reduces the social and emotional barriers to behaving mindfully through the use of tools. Practical mindfulness recognizes the importance of interaction to task accomplishment by focusing attention on all three phases of interaction: before, during, and after.

The purpose of this paper is to examine how service employee’s perceived customer participation influences beneficial deep acting behaviors among service personnel while dampening the development of the less-beneficial surface acting, which subsequently affects service employees’ work engagement. Specifically, the current research explores how the personal factors of customer orientation (CO) and employee-customer fit interact with the customer participation to ultimately develop either surface – or deep-acting behaviors.

Data for the study were collected from a cross-sectional sample of retail bank and insurance companies in South Korea. Questionnaires were distributed to 750 frontline employees of several banks and insurance companies. Of these, 518 questionnaires were used for further analysis.

The results indicate that perceived customer participation exhibits the predicted negative influence on surface acting as well as the positive effect on deep acting. Using the hierarchical moderated regression approach, the interaction effect of customer participation and CO on the service employees’ surface acting was found. Finally, the positive moderating effect of employee’s perceived fit with customers in the relationship between perceived customer participation and employees’ deep acting was supported.

First, the specific service sectors chosen for this study are retail banking and insurance. Furthermore, the study was conducted among the frontline employees of banks and insurance companies in South Korea. Second, the study used single-source data, which are prone to common method variance. While the survey instrument was structured carefully with this in mind and the results suggested that method bias may not have been an issue in this study, this problem can best be avoided by collecting data from multiple sources. Third, this study is limited by its cross-sectional approach. The cross-sectional nature of the present study does not allow causal inferences.

This study provides a practical implication for managers to understand the importance of customer participation for relieving the negative effects of employee emotional labor. From a practitioner standpoint, examining the relationship between customer participation and emotional labor is of great importance given the benefits and costs associated with managing customer participation. Thus, managers should magnify the positive effect of perceived customer participation on emotional labor by increasing frontline employees’ understanding of customer participation. Second, the finding that CO plays a more critical role in the reduction of surface acting has important managerial implications. The recruitment and selection of frontline employees should incorporate an assessment of the level of CO. The results of this study strongly suggest that service organizations can greatly benefit from hiring individuals with a higher CO for frontline positions because CO signals a better job-person fit.

The present study is the first to link employees’ perceived customer participation with their attempts at emotional labor at work and to study how those attempts lead to work engagement. This research also shows that understanding how service employees’ CO moderates the effects of customer participation on beneficial deep acting and on destructive surface acting is important in that emotional labor is a potential driver of customers’ emotional states and subsequent assessments of service interaction. A third contribution of this study is the use of a new concept, which will be called person-customer fit (PCF), to reflect employees’ perceived fit with customers. Although many researchers have investigated the relationship between customers and frontline employees, the research has primarily focussed on the employees’ perceived fit with their organization and members of the organization and overlooked the importance of PCF.