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Article
Publication date: 1 December 2021

Xiao Huang, Mohammad Shahidul Kader and Seeun Kim

The authors aim to examine how the construal level, either as an individual temporal orientation or temporal distance of promotion, moderates the effects of emojis' emotional

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Abstract

Purpose

The authors aim to examine how the construal level, either as an individual temporal orientation or temporal distance of promotion, moderates the effects of emojis' emotional intensity on consumers' purchase intentions in social media advertising.

Design/methodology/approach

Two experiments are used to test four hypotheses.

Findings

The results of two experimental studies show that present-oriented participants reveal greater purchase intentions when low (vs high) emotionally intense emojis are embedded in a social media ad; but future-oriented consumers showed no difference when viewing ads with the two different emojis. In Study 2, participants indicate greater purchase intentions when a social media ad includes a distant-future promocode and high (vs low) emotionally intense emojis and an ad with a near-future promocode and low (vs high) emotionally intense emojis.

Originality/value

The current study advances our understanding how emojis with different emotional intensities can be effectively used in social media ads. This study also provides theoretical implications to construal level theory (CLT) by examining how emojis interact with construal level, either as a chronic tendency or simulated by psychological distance, can influence consumer response.

Details

Journal of Research in Interactive Marketing, vol. 16 no. 4
Type: Research Article
ISSN: 2040-7122

Keywords

Article
Publication date: 15 February 2013

Ohbyung Kwon, Choong‐Ryuhn Kim and Gimun Kim

The use of text‐based communications such as instant messaging or social media such as Twitter has been growing significantly as the use of mobile devices increases. Not only do…

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Abstract

Purpose

The use of text‐based communications such as instant messaging or social media such as Twitter has been growing significantly as the use of mobile devices increases. Not only do people share information via mobile communication, there are significant implications for advertising and marketing. Due to display limitations, however, the message senders use various conventions in addition to the text‐based message to more clearly and richly express emotions. Since users use a range of expressions to convey these emotions, it would be very useful to verify the relationships between users' emotional expressions and receivers' perceptions of the expressions. The purpose of this paper is to propose an integrated model to examine the relationship between emotional expressions and the emotional intensity of the receivers.

Design/methodology/approach

The authors formulated a series of research hypotheses and tested them using empirical survey data. The research model used is based on regression analysis with dummy variables for statistical analyses.

Findings

First, emotional intensity had a closer relationship to user acceptance than was expected. Second, the use of exclamation marks and emotional messages are far less acceptable in negative messages. Third, the high formalisation group has a more positive emotional intensity in their basic expression.

Originality/value

The authors successfully determined that emotional expressions significantly affect the message receivers' emotional intensity and hence acceptance of the message.

Details

Online Information Review, vol. 37 no. 1
Type: Research Article
ISSN: 1468-4527

Keywords

Article
Publication date: 5 October 2022

Chunfeng Chen and Depeng Zhang

Negative word-of-mouth has a variety of negative effects on companies. Thus, how consumers process and evaluate negative word-of-mouth is an important issue for companies. This…

Abstract

Purpose

Negative word-of-mouth has a variety of negative effects on companies. Thus, how consumers process and evaluate negative word-of-mouth is an important issue for companies. This research aims to investigate the effect of emotional intensity of negative word-of-mouth on consumers' perceived helpfulness.

Design/methodology/approach

The research model was developed based on attribution theory. A four-study approach involving two field experiments and two online experiments was employed to examine the proposed hypotheses.

Findings

The results show that the emotional intensity of negative word-of-mouth negatively affects altruistic motive attributions, while altruistic motive attributions positively affect perceived helpfulness and plays a mediating role in the relationship between the emotional intensity of negative word-of-mouth and perceived helpfulness. Consumers' self-construal moderates the effects of emotional intensity of negative word-of-mouth on altruistic motive attributions and perceived helpfulness, with the negative effects of emotional intensity of negative word-of-mouth on altruistic motive attributions and perceived helpfulness being weaker for consumers with high interdependent self-construal than for those with high independent self-construal.

Originality/value

The findings not only have a significant theoretical contribution, deepening the understanding of the effects of negative word-of-mouth but also have useful implications for practitioners to improve the management of negative word-of-mouth.

Details

Industrial Management & Data Systems, vol. 122 no. 12
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 2 September 2014

Jaewon (Jay) Yoo, Todd J. Arnold and Gary L. Frankwick

The purpose of this model is to explain how person – organization fit (P – O fit) and competitive intensity, conceptualized as a job resource and a job demand, respectively…

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Abstract

Purpose

The purpose of this model is to explain how person – organization fit (P – O fit) and competitive intensity, conceptualized as a job resource and a job demand, respectively, ultimately affect the development of frontline employee boundary-spanning behavior (BSB).

Design/methodology/approach

A survey methodology was used in collecting data from a sample of bank employees in South Korea. To analyze the data, a structural equation model procedure using LISREL 8.5 was used (Jöreskog and Sörbom, 1996).

Findings

Results suggest that a frontline employee’s P – O fit decreases emotional exhaustion and increases achievement-striving motivation. Competitive intensity significantly reduces achievement-striving motivation. Results also show that competitive intensity significantly attenuates the positive relationship between P – O fit and employee achievement-striving motivation, highlighting the importance of contextual industry stressors upon internal organizational behaviors. Both emotional exhaustion and achievement-striving motivation are found to ultimately affect BSBs except for the link between emotional exhaustion and service delivery.

Originality/value

The current study applies the job-demands resources model to demonstrate how both an externally initiated job demand (competitive intensity) and an internally oriented job resource (person – organization fit) influence employee experience of emotional exhaustion and achievement-striving motivation. Interaction effects of P – O fit and competitive intensity on employee’s psychological states (emotional exhaustion and achievement-striving motivation) are also examined. Further, it is demonstrated that both emotional exhaustion and achievement-striving motivation will directly influence service employee boundary-spanning behaviors, but in differential manners. This highlights the importance of exhaustion and motivation as mediators for the ultimate effect of a job resource (P – O fit), answering a call for such understanding of the developmental process for BSBs (Podsakoff et al., 2000). This is the first empirical study to link both internal and external elements to illuminate the process for developing job demands and resources, as well as boundary spanning behaviors.

Details

European Journal of Marketing, vol. 48 no. 9/10
Type: Research Article
ISSN: 0309-0566

Keywords

Book part
Publication date: 1 September 2014

Martin G.A. Svensson and Erik Lindström

This chapter focuses on whether perceived emotional intensity and help need is possible to discriminate in expressions of fear and neutrality in brief authentic emergency calls…

Abstract

This chapter focuses on whether perceived emotional intensity and help need is possible to discriminate in expressions of fear and neutrality in brief authentic emergency calls. Extraction of acoustic parameters of fear and neutrality was done prior to letting participants listen to a low-pass-filtered stimuli set. Participants discriminated fear and neutrality in both the intensity and help need condition. In turn, judged intensity and judged help need correlated strongly, with partial correlations indicating that participants use acoustically measured intensity (mean dB) as information to infer the intensity/help need relationship. We also discuss the implications of emotional expression in the call centre domain.

Details

Individual Sources, Dynamics, and Expressions of Emotion
Type: Book
ISBN: 978-1-78190-889-1

Keywords

Book part
Publication date: 7 June 2016

Jessica M. Blomfield, Ashlea C. Troth and Peter J. Jordan

Sustainability is an emotional issue. It is also an issue that is gaining prominence in organizational agendas. In this chapter, we outline a model to explain how employees…

Abstract

Purpose

Sustainability is an emotional issue. It is also an issue that is gaining prominence in organizational agendas. In this chapter, we outline a model to explain how employees perceive change agents working to implement sustainability initiatives in organizations. Using this model, we argue that organizational support for sustainability can influence how employees respond to sustainability messages. We further argue that the intensity of emotions that change agents display, and how appropriate those emotions are within the organizational context, will influence how employees perceive those individuals and the success of their efforts to influence green outcomes.

Research implications

We extend the Dual Threshold Model of emotions (DTM: Geddes & Callister, 2007) to assess the impact of displays of emotional intensity on achieving sustainability goals. Our model links emotional propriety to change agent success. By exploring variations of the DTM in terms of contextual factors and emotional intensity, our model elaborates on the dynamic nature of emotional thresholds.

Practical implications

Using our framework, change agents may be able to improve their influence by matching the emotional intensity of their messages to the relevant display rules for that organization. That is, change agents who are perceived to express emotion within the thresholds of propriety can enhance their success in implementing green outcomes.

Originality/value

This chapter examines sustainability initiatives at the interpersonal behavior level. We combine aspects of organizational behavior, emotion in organizations, and organizations and the natural environment to create a new model for understanding change agent success in corporate sustainability.

Details

Emotions and Organizational Governance
Type: Book
ISBN: 978-1-78560-998-5

Keywords

Book part
Publication date: 7 June 2016

Thomas Lechat and Olivier Torrès

Entrepreneurial activity is particularly rich in affective events, but these affective events are still underexplored compared to salaried work. Nevertheless, in small…

Abstract

Purpose

Entrepreneurial activity is particularly rich in affective events, but these affective events are still underexplored compared to salaried work. Nevertheless, in small organizations, the running of the whole business may easily be impacted by the owner’s negative experiences.

Methodology/approach

To characterize these emotional lows, we undertook a mixed methods research study using a panel of 357 French small business owners. We collected their monthly work events 10 times and semantically categorized the negative ones. We weighted each category on its probability of occurrence and its emotional intensity of stress. Finally, we assessed the contribution of the cumulated events to the risk of burnout.

Findings

The findings of this study comprise a set of affective event categories applicable to business owners and entrepreneurs. Tables are ranked by times cited and intensity. Results of a regression analysis show that intensity of negative events is related to burnout, especially for younger and female employers.

Research implications

The findings of this study extend the affective events framework to self-employed, supply a rigorous and predictive inventory for future surveys

Practical implications

The results offer small business owners as well as carers an “emotional stressometer” to benchmark the aversive events of the entrepreneurial activity.

Social implications

Employer burnout caused by the experience of negative affective events affects the lives of employers and can carry across to non-work life.

Originality/value

This is the first study to develop a comprehensive list of negative affective events specifically for small business owners and entrepreneurs, rather than salaried employees.

Details

Emotions and Organizational Governance
Type: Book
ISBN: 978-1-78560-998-5

Keywords

Article
Publication date: 17 October 2018

Xiaofei Tang, En-Chung Chang, Xing Huang and Meng Zhang

A combined model involving the intensity of negative emotions and the strategic combinations (timing and means) of service recovery is developed. The purpose of this paper is to…

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Abstract

Purpose

A combined model involving the intensity of negative emotions and the strategic combinations (timing and means) of service recovery is developed. The purpose of this paper is to evaluate the performances of these different combinations through customer satisfaction, repurchase intention and fitting curves between the two under hotel service scenarios.

Design/methodology/approach

A 2 (recovery timing: immediate/delayed) × 2 (recovery means: psychological/economic) × 3 (type of service failure: failure in a delivery system/failure in responding to customer needs/improper employee behavior) between-subject experimental design was used with 456 participants.

Findings

The results suggest that immediate and economic recovery effectively raises the service recovery evaluations from customers with low-intensity negative emotions, whereas delayed and psychological recovery helps customers with high-intensity negative emotions to give higher evaluations.

Originality/value

When service failures happen, the strategies for and timing of recovery directly influence customers’ service recovery evaluations. This study sheds light on the role that negative emotions play in the process of service recovery and provides implications for service industry managers.

Details

Journal of Services Marketing, vol. 32 no. 6
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 27 March 2009

Charmine E.J. Härtel and Kathryn M. Page

The purpose of this paper is to provide theoretical and practical insight into the process of crossover with the proposition that affect intensity is an important explanatory…

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Abstract

Purpose

The purpose of this paper is to provide theoretical and practical insight into the process of crossover with the proposition that affect intensity is an important explanatory mechanism of crossover.

Design/methodology/approach

This paper provides an empirical and conceptual overview of the construct of crossover, and addresses key gaps in the literature by proposing a process of discrete emotional crossover. It is proposed that individual differences in affect intensity may moderate and/or explain the crossover of discrete emotions in the workplace.

Findings

This paper responds to the call of various researchers within the crossover field by putting forth a unique explanation for the occurrence of crossover. This explanation draws significantly on emotions theory and research.

Originality/value

This paper is unique in its presentation of affect intensity as a moderator of the crossover process and in its discussion of the crossover of discrete emotions such as joy and fear rather than the crossover of emotional or psychological states.

Details

Journal of Managerial Psychology, vol. 24 no. 3
Type: Research Article
ISSN: 0268-3946

Keywords

Book part
Publication date: 8 July 2010

Yan Li, Neal M. Ashkanasy and David Ahlstrom

To reconcile theoretical discrepancies between discrete emotion, dimensional emotion (positive vs. negative affect), and the circumplex model, we propose the bifurcation model of…

Abstract

To reconcile theoretical discrepancies between discrete emotion, dimensional emotion (positive vs. negative affect), and the circumplex model, we propose the bifurcation model of affect structure (BMAS). Based on complexity theory, this model explores how emotion as an adaptive complex system reacts to affective events through negative and positive feedback loops, resulting in self-organizing oscillation and transformations between three states: equilibrium emotion, discrete positive and negative emotion in the near-equilibrium state, and chaotic emotion. We argue that the BMAS is superior to the extant models in revealing the dynamic connections between emotions and the intensity of affective events in organizational settings.

Details

Emotions and Organizational Dynamism
Type: Book
ISBN: 978-0-85724-177-1

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