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This study aims to introduce transformative place management – TPM – (defined as the deliberate efforts of place managers in commercial settings to provide a pool of restorative resources to improve the consumers’ emotional well-being) by merging the REPLACE framework and transformative service research. Additionally, this research analyzes the direct and indirect impacts of restorative resources as a form of TPM on consumers’ emotional well-being and place attachment, considering the moderating role of employee emotional labor.

A total of 240 customers were surveyed in an experience-based store in a developing country by using a questionnaire. Then, a moderated mediation model was applied to analyze the moderating role of employee emotional labor in the relationship between TPM and place attachment through consumers’ well-being.

TPM that provides restorative resources to consumers influences place attachment by improving consumer well-being. However, surface acting by employees reduces the ability of TPM to increase place attachment through the improvement of consumers’ emotional well-being. Deep acting, on the other hand, does not enhance the effect of TPM on place attachment through consumers’ emotional well-being.

This paper proposes new developments in the transformative service research (TSR) paradigm by introducing TPM. By showing how the place of consumption increases the well-being of customers, this paper helps TSR researchers to accomplish the purpose of transforming the lives of consumers through relevant research. Although marketing researchers and environmental psychologists have theoretically anticipated the positive effects on well-being from consumption settings, this paper explains how commercial places promote customer well-being through the provision of restorative resources. Also, this paper shows how the place of consumption transforms consumers’' lives and identifies some of the boundary conditions at which such a transformation occurs.

The purpose of this paper is to identify the role of emotional aspects in information retrieval of PhD students from the web.

From the methodological perspective, the present study is experimental and the type of study is practical. The study population is PhD students of various fields of science. The study sample consists of 50 students as selected by the stratified purposive sampling method. The information aggregation is performed by observing the records of user’s facial expressions, log file by Morae software, as well as pre-search and post-search questionnaire. The data analysis is performed by canonical correlation analysis.

The findings showed that there was a significant relationship between emotional expressions and searchers’ individual characteristics. Searchers satisfaction of results, frequency internet search, experience of search, interest in the search task and familiarity with similar searches were correlated with the increased happy emotion. The examination of user’s emotions during searching performance showed that users with happiness emotion dedicated much time in searching and viewing of search solutions. More internet addresses with more queries were used by happy participants; on the other hand, users with anger and disgust emotions had the lowest attempt in search performance to complete search process.

The results imply that the information retrieval systems in the web should identify emotional expressions in a set of perceiving signs in human interaction with computer, similarity, face emotional states, searching and information retrieval from the web.

The results explicit in the automatic identification of users’ emotional expressions can enter new dimensions into their moderator and information retrieval systems on the web and can pave the way of design of emotional information retrieval systems for the successful retrieval of users of the network.

The purpose of the study was to compare young adult responses to rational and emotional sports product advertisements. The moderating roles of product type and gender were also examined.

The study utilized a 2 (advertising appeal: emotional vs rational) ×2 (gender: male vs female)×2 (sport product type: utilitarian vs hedonic) research design. Data were collected from 160 sport product users. The collected data were analyzed using three-way analysis of variance (ANOVA).

The results indicated that emotional advertising has a greater impact on the attitude toward advertising and the intention to purchase sports products. The results also revealed that rational advertising appeals have more impact for utilitarian sports products and that emotional advertising appeals are more effective for hedonic sports products. However, there were no significant effects for gender as a moderating variable.

This is the first study to examine responses to rational and emotional appeals in sports product advertisements.

The purpose of this paper is to identify service design strategies to improve outcome-oriented services by enhancing consumers’ emotional experience, while overcoming customer variability.

An abductive, multiple-case study involves 12 service firms from diverse online and offline service sectors.

Overall, six service design strategies represent two overarching themes: customer empowerment can involve design for typical customers, visibility, and community building, while customer accommodation can involve design for personas, invisibility, and relationship building. Using these strategies helps set the stage for a service to offer an emotional experience.

The study offers a first step toward combining investigations of service experience and user experience. Further research can strengthen these links.

The six design strategies described using examples from case research offer managerial recommendations. In particular, these strategies can help service managers address the customer-induced variability inherent in services.

Extant studies of experience staging have focused on particular sectors such as hospitality and leisure; this study contributes by investigating outcome-focused services and identifying strategies to create unique experiences that offset variability. It also represents a rare effort to combine research from service management and interaction design, shedding light on the link between service experience and user experience.

The paper aims to examine whether (1) deviation of design (i.e. objective design newness) is distinct to consumers' perception of design newness (i.e. subjective design newness) and (2) subjective design newness rather than objective design newness evokes the emotion of interest and enhances product evaluation.

In total five sets of quasi-experiments were conducted on the natural manipulations of design newness. Specifically, the first four studies examine consumers' perception of design newness, feeling-of-interest and product evaluation toward old and new Apple's iOS (i.e., iPhone OS) icons when a new Apple's iOS is released. The fifth study generalized the findings to the new design of XiaoMi MiPhone.

Across five quasi-experimental studies, the authors found that (1) consumers do not necessarily perceive an objectively new design to be subjectively new; (2) subjective design newness, but not objective design newness, evokes interest and (3) interest, in turn, enhances product evaluation and behavioral intention toward an innovation.

The current finding extended the current literature on design newness by demonstrating that subjective (vs objective) design newness provides a more holistic account of consumers' interest and positive product evaluation toward the innovations.

The research showed that simply updating or altering the design of a product does not evoke consumers' perception of design newness and positive product evaluation. Instead, designer and managers must explore ways to evoke consumers' perception of novelty, complexity, unfamiliarity, atypicality and difference. Furthermore, the current finding demonstrated that subjective design newness can be used to evoke consumer interest and, therefore, result in positive purchase evaluation.

The current research is the first to examine (1) the difference between objective and subjective design newness, (2) the emotional response toward design newness and (3) the emotion of interest as a mediator that explain the strong relationship between design newness and positive product evaluation.

Due to the strategic, economic, and social significance of information and communication technology development and use, a better understanding of factors that contribute to technology acceptance and use decisions can be extremely important. In this chapter, we posit that one of the fundamental reasons that people utilize technology is to support their well-being by fulfiling their various needs. Taking this motivational perspective, we suggest that the purposes and utilities of information and communication technology should support various human needs. Using a motivational approach to study technology design is intended to be positive. We revisit some fundamentals that may have been forgotten and we unearth the intrinsic drive of technology development and use. As a first step toward a design theory, we propose ten design principles to achieve high motivating information and communication technology.

The purpose of this paper is to revisit prevailing notions of service quality by developing and testing a model of service quality for experience-centric services.

By problematizing the service quality literature, a model is developed to capture impacts of outcome-achievement, instrumental performance and expressive performance on customer loyalty. A multi-group structural equation model is tested to establish the moderating effect of perceived service character – utilitarian or hedonic.

Outcome-achievement mediates the direct relationships between instrumental and expressive performance, respectively, and loyalty; the strength of these relationships is moderated by perceived service character.

Emotional design to improve the experience is effective provided the expected outcome is achieved. However, for services that customers perceive as experience-centric, the outcome may be somewhat ambiguously defined and expressive performance is valued more highly than instrumental performance.

Understanding customers’ perception of a service – whether customers seek value related to outcomes or emotions – is crucial when selecting appropriate measures of service quality and performance. Creating a good experience is generally beneficial, but it must be designed according to the character of the service in question.

The research presents empirical evidence on how service experience contributes to customer loyalty by testing a model of service quality that is suited to experience-centric services. Furthermore, it identifies the importance of understanding service character when designing and managing services.

The purpose of this research is to develop a better understanding of emotional brand attachment by examining two of its antecedents: external emotional brand connections and emotional intelligence.

Data were collected using survey methodology (n = 419), and the hypotheses were tested by using a structural equation modeling (SEM) approach.

Findings reveal that emotional intelligence is positively related external emotional brand connections (i.e. connecting a brand to important people, events and experiences in memory) which, in turn, has a positive influence on emotional brand attachment. Findings also show that emotional brand attachment is positively related to brand purchase intentions and brand attitudes.

This research shows that both external emotional connections and emotional intelligence are important antecedents of emotional brand attachment, even after controlling for different types of brand use (social and special occasion brand use) and product category. Other control variables, such as brand characteristics, are not examined.

The findings suggest that brand managers can enhance emotional brand attachment by helping consumers establish external emotional brand connections.

This research addresses a gap in previous research by examining antecedents of emotional brand attachment. The findings showcase that emotional intelligence is an antecedent to external emotional brand connections and emotional brand attachment. This research also goes beyond the loyalty focus of previous research to show that emotional brand attachment has an impact on general purchase intentions and brand attitudes.

This paper highlights that the strategic use of design, a competitive pattern typically associated with creative industries, those creating and trading meanings, also characterizes industries that produce functional or utilitarian goods not typically considered creative. The paper explores the origins of this phenomenon in the context of three industry settings: cars, speciality coffee and personal computers. The analysis theorizes three distinct strategic paths that explain how design may become an institutionalized aspect of competition in industries that are not creative. We explain how firms link their products to the identities of their users, how design is linked to stakeholders' emotions and visceral reactions to products and how intermediaries are relevant to enhancing attention to design. Illuminating these strategic paths allows harnessing some of the well-established understandings about competition in creative industries towards understanding competition in noncreative industries.