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The purpose of this study is to investigate consumers’ subconscious/emotional responses to brand tarnishment.

Brand tarnishment and the responses of business firms in protecting their brands against economic harm have been controversial topics for many years. Unfortunately, those who have resorted to the courts to protect their brands have met with mixed success, mainly because the methodologies used to demonstrate economic harm have proved controversial. One caveat in the history of court cases is the absence of any investigation related to emotional responses to brand dilution in general, and to brand tarnishment in particular. This is so, despite several calls to investigate this relationship.

It is concluded that the brand tarnishment of fairly well-known brands is largely ineffectual (neutral emotional responses).

The primary contribution of this study is that, for the first time, some light is shed on consumers’ emotional responses to brand tarnishment. Irrespective of the neurophysiological measure used, the results consistently demonstrate that the subconscious responses to brand tarnishment are generally neutral. The results thus do not suggest any likelihood of severe economic harm due to negative emotional responses to brand tarnishment.

The results of this study have important managerial implications for brand managers, and particularly for those responsible for relatively well-established brands. It is clear that at the unconscious level, brand tarnishment is not as harmful as many seem to believe. There is evidence that brands will not be harmed if the “tarnishment” consists of social commentary.

It could also suggest that consumers can differentiate between different forms of tarnishment, and that tarnishment involving social commentary is not frowned upon. This may be because the consumer agrees with the social commentary, or finds it amusing. In short, it seems that consumers may see the tarnishment as mildly amusing, but realize that it is not of a serious nature.

The results seem to suggest that legal action against those who tarnish brands is unnecessary and probably ineffective. Instead, this study proposes more innovative ways to respond to brand tarnishment.

This research aims to investigate the role of consumer resistance (CR), display advertising context, appeal and type of exposure for the successful launch of a brand into a new market.

To accomplish this goal, two experiments manipulated the digital context of advertising (congruent vs. incongruent), the advertising appeal (emotional vs. informative) and the type of exposure (incidental vs. forced) using an energy drink brand. In Study 1, data were collected from 80 participants using eye-tracking and an online questionnaire. In Study 2, a total of 138 participants visited a website with the targeted display ad and responded to an online questionnaire.

Overall, the results of two studies show that the relationship between CR and display advertising effectiveness is moderated by the advertising context and advertising appeal in incidental exposure, whereas only the advertising context moderates this relationship in forced exposure when launching a brand into a new market. Moreover, the study illustrates the importance of collecting subjective and objective data in advancing the knowledge and understanding of interactive marketing communications such as display advertising.

The study is a novel attempt within the well-established realm of interactive marketing and, specifically, of digital advertising to examine the persuasive effects of display ad features such as the context, appeal and exposure on display ad effectiveness, considering consumers' predispositions such as resistance to change.

The purpose of this paper is to measure the impact of positive and negative same‐gender fictional role models on students’ self‐efficacy and entrepreneurial intention.

The authors conducted an experimental research on 276 French students. Structural equation modeling techniques were employed to measure role model identification, attitude toward the role model, emotional arousal, entrepreneurial self‐efficacy and entrepreneurial intention.

Exposure to fictional role models favorably impacts self‐efficacy and behavioral intentions if students identify with role models, hold favorable attitudes toward the message, and experience positive emotional arousal. Successful role models reinforce role model identification and generate favorable attitudes toward the message, thus enhancing self‐efficacy and entrepreneurial intention. Unsuccessful entrepreneurial role models also favorably reinforce the relationship between self‐efficacy and entrepreneurial intention. Message framing and role models’ gender exert a moderating effect on these results.

Several implications for entrepreneurship education are discussed. The predominance of masculine models in entrepreneurship discourse should be inverted in the agenda of entrepreneurship education. The authors question the overall predominance of positive models in entrepreneurial education and more deeply explore the learning value of negative models.

Entrepreneurial literature mainly focuses on mastery experience and positive real‐life role models as antecedents of entrepreneurial self‐efficacy. Negative role models are rarely examined as potential favorable sources of self‐efficacy beliefs, and little is known about the impact of emotional arousal, another source of self‐efficacy beliefs, as theorized by Bandura.

The purpose of this paper is to explore the spillover effects of offensive commenting in online community from the lens of emotional and behavioral contagion. Specifically, it examines the contagion of swearing – a linguistic mannerism that conveys high-arousal emotion – based upon two mechanisms of contagion: mimicry and social interaction effect.

The study performs a series of mixed-effect logistic regressions to investigate the contagious potential of offensive comments collected from YouTube in response to Donald Trump’s 2016 presidential campaign videos posted between January and April 2016.

The study examines non-random incidences of two types of swearing online: public and interpersonal. Findings suggest that a first-level (a.k.a. parent) comment’s public swearing tends to trigger chains of interpersonal swearing in the second-level (a.k.a. child) comments. Meanwhile, among the child-comments, a sequentially preceding comment’s swearing is contagious to the following comment only across the same swearing type. Based on the findings, the study concludes that offensive comments are contagious and have impact on shaping the community-wide linguistic norms of online user interactions.

The study discusses the ways in which an individual’s display of offensiveness may influence and shape discursive cultures on the internet. This study delves into the mechanisms of text-based contagion by differentiating between mimicry effect and social interaction effect. While online emotional contagion research to this date has focused on the difference between positive and negative valence, internet research that specifically looks at the contagious potential of offensive expressions remains sparse.

Purpose: Work-related emotional exposure is a fundamental job characteristic in all kinds of service jobs from sales to law enforcement and corrections and from human services (nursing, counseling) to legal services. But formalized job descriptions are surprisingly silent about the emotional issues accompanying the jobs and roles service workers perform. This is surprising because formalized job descriptions are the foundation of job design, HR, and leadership practices that positively affect employee, customer, and organizational outcomes. Study Design/Methodology/Approach: This is a theory paper and review. To help clarify the emotional labor issues service employees confront, we explicate a model of emotional labor based on the attributes of jobs, roles, and professionalism. Findings: We define emotional labor as service work that exposes those who do such work to interactions with others that can arouse negative emotions. We propose that, while employing organizations define their jobs and employees craft their larger roles, professional norms and values also are a foundation for their emotional labor. Research Implications: We integrate this work-focused emotional labor model into the larger context in which such work occurs via theory and research on organizational climate. We suggest future research on this approach to understanding the antecedents and consequences of emotional labor work. We summarize the major research ideas of what should be the focus of such research and provide a hint about what an emotional labor climate scale might look like based on these ideas. Practical Implications: This chapter offers practical advice to HR managers about how to improve emotional labor. Social Implications: Better management of emotional labor can reduce employee stress and increase employee well-being. Originality/Value: This chapter develops an original model of emotional labor.

The purpose of this paper is to expand on the entrepreneurial learning literature and situated learning theory to explore how students with different educational backgrounds learn to recognise opportunities at the periphery of an entrepreneurial practice. The authors theoretically outline factors that may influence students’ entrepreneurial learning, including co-participation and roles at the periphery, power relations in communities of practice (CoP), and emotional exposure. The authors make use of the concept legitimate peripheral participation and Politis’ entrepreneurial learning framework to explore empirically students’ entrepreneurial learning transformations and entrepreneurial learning outcomes.

The authors adopted a qualitative approach in research, used the focus group methodology and the critical incident technique in interviewing. The research investigated two groups of Norwegian master students that differed in educational background aiming to explore their experience with entrepreneurial learning in a three months long internship in American start-ups representing emerging CoPs.

The research identified important factors influencing students’ entry transitions into an entrepreneurial practice, highlighting the complexity in peripheral participation. By acknowledging and exploring the social dimensions in students’ learning, the authors demonstrate and exemplify how these influence students’ entrepreneurial learning trajectories, learning outcomes and ultimately their influence in students’ contributions to the practice community.

The research integrates the existing entrepreneurial learning literature and situated learning theory to identify various factors influencing entrepreneurial learning, contributing with novel insights about the role of peripherality in students’ entrepreneurial learning in situated practice.

This purpose of this paper is to use the concepts of performance and emotional labour to shed new light on the skills workers use on two workflows in one call centre. In addition, the paper demonstrates how different workflows impact on workers everyday emotional experiences and wellbeing.

Using an auto-ethnographic approach to data collection the paper provides insights by focusing on both the self and others as objects of research. The underpinning theoretical inspiration is drawn from Labour Process Theory but considering the interactive nature of front-line call centre work, it adopts Goffman's (1959) dramaturgical concepts and draws on micro-sociological analyses of the labour process, particularly Hochschild (1983).

The case study illustrates how workers use social skills, through the performance of emotional labour, to different extents on contrasting workflows. The concept of performance is also used to demonstrate how management rely on worker's social skills to deliver fast and quality customer service. Contrary to other research, this study finds that the greater time front-line workers spend on calls and the wider scope they have for exercising discretion does not necessarily mean they experience greater levels of satisfaction and emotional wellbeing. Rather, the workflow with the tightest scripting and shortest call cycles – which inhibit the need to perform emotional labour – offered the greatest protection from the emotional demands of the job.

This paper is the first to apply Goffman's theatrical metaphors and concepts of performativity to unpack the nature of front-line call centre workers’ skills.

A significant increase in financial crime globally emphasises the importance of forensic interviewing to obtain useful and reliable information as part of a commercial forensic investigation. Previous research has identified two interviewing strategies that are aligned with the legal framework in South Africa: the PEACE model (P = preparation and planning; E = engage and explain; A = account, clarify and challenge; C = closure; E = evaluation) and the person-centred approach (PCA). The purpose of this paper is to explore the theoretical underpinnings and application of the PEACE model and the PCA as commercial investigative strategies aligned with the legal context in South Africa.

A scoping review was undertaken to identify literature relevant to the theoretical assumptions and application of the PEACE model and the PCA.

Literature for the most part reports on the PEACE model but offers very little information about the PCA. A critical analysis revealed that the PEACE model incorporates a clear guiding structure for eliciting information but lacks content needed to create an optimal interpersonal context. To promote this, the PCA proposes that interviewers demonstrate three relational variables: empathy, congruence and unconditional positive regard. The PCA suggests a basic structure for interviewing (beginning, middle and end), while providing very little guidance on how to structure the forensic interview and what information is to be elicited in each phase.

Combining the PEACE model and PCA presents an integrated interviewing technique best suited for obtaining useful and reliable information admissible in a South African court of law. The PEACE model has a clear structure, and the PCA assists in creating an optimal interpersonal context to obtain information in an interview.

One challenge facing the digitalized workplace is communication control, especially emotion regulation in which individuals try to manage their emotional experiences and/or expressions during organizational communication. Extant research largely focused on the facilitating role of a few media features (e.g. fewer symbol sets). This study seeks to provide a deeper understanding of media features that individuals, as receivers of negative emotions expressed by communication partners, could leverage to support regulating negative emotional communication in the workplace.

This study used qualitative research methods to identify media features that support regulating negative emotional communication at work. Data were collected using interviews and was analyzed using directed content analysis in which media features discussed in media synchronicity theory (MST) were used as the initial coding schema but the researcher was open to media features that do not fit with MST.

In addition to media features (and capabilities) discussed in MST, this study identified five additional media features (i.e. message broadcasting, message blocking, receiving specification, recipient specification and compartmentalization) and two underlying media capabilities (i.e. transmission control capability and participant control capability) that may support regulating negative emotional communication. Two major mechanisms (i.e. reducing or eliminating emotion regulation workload, and providing prerequisites or removing obstacles for emotion regulation) via which media features support emotion regulation were also identified.

This paper provides a more comprehensive understanding regarding communication media features that may support emotion regulation in particular and communication control in general. Findings of this study contribute to several literatures and may also transfer to other similar contexts.

Incivility is widespread in the workplace and has been shown to have significant affective and behavioral consequences. However, the authors still have a limited understanding as to whether, how and when discrete incivility events impact team performance. Adopting a resource depletion perspective and focusing on the cognitive implications of such events, the authors introduce a multi-level model linking the adverse effects of such events on team members’ working memory – the “workbench” of the cognitive system where most planning, analyses, and management of goals occur – to team effectiveness. The model which the authors develop proposes that that uncivil interpersonal behavior in general, and rudeness – a central manifestation of incivility – in particular, may place a significant drain on individuals’ working memory capacity, affecting team effectiveness via its effects on individual performance and coordination-related team emergent states and action-phase processes. In the context of this model, the authors offer an overarching framework for making sense of disparate findings regarding how, why and when incivility affects performance outcomes at multiple levels. More specifically, the authors use this framework to: (a) suggest how individual-level cognitive impairment and weakened coordinative team processes may mediate these incivility-based effects, and (b) explain how event, context, and individual difference factors moderators may attenuate or exacerbate these cognition-mediated effects.