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This paper uses systems theory to clarify the crucial point that there is a basic, inborn, bodily motivation, and that a social theory of the self cannot simply be a theory of process. By bridging across current neuroscience, cognitive science, and systems theory, I propose a self that is fundamentally emotional energy seeking. There are other bodily needs (food, drink, etc), but these satiate quickly, and although they can override everything else at moments when they are low, they are not the central switching mechanism, the top of the hierarchy in the subsumption architecture of the self. Basing the formation and ongoing processes of the self in the motive to maximize emotional energy can explain the seeming conflict between tendencies towards self-consistency and the potential for creativity and change. It also allows us to detail the mechanisms that underlie the process of individuals drawing on culture as a resource and in turn diffusing new symbols and meanings into the larger culture.

Grounded in emotional dissonance and social presence theories, this study examines whether the characteristics of employee–customer interaction (frequency, routineness and duration) and emotional intelligence (EI) have an impact on emotional labor (surface acting (SA), deep acting and naturally felt emotions (NFE)) and whether the type of interaction (face to face, voice to voice and online) moderates this relationship.

A survey method was employed to collect data from employees working in hotels, customer care and e-booking services (n = 604). The model was tested using structural equation modeling (SEM).

The study showed that EI was positively linked to deep acting and NFE but negatively associated with SA. Frequency of interaction had a negative relationship with deep acting and NFE but a positive association with SA. Duration of interaction (DOI) had a positive relationship with deep acting and NFE but a negative association with NFE. Routineness of interaction had a negative relationship with deep acting and NFE but surprisingly had a negative relationship with SA. Online interaction moderated the relationship between EI and deep acting.

This pioneering study examines the relationship between EI and characteristics of employee–customer interaction with emotional labor in the Indian hospitality context. While the association between EI and emotional labor has been studied, this study is unique in substantiating the moderating effects of interaction type and is among the first to do so empirically.

This study aims to examine the relationship between emotional attachment (EA) and intelligent personal assistant (IPA) continuance intention. While existing theories emphasize purely rational and goal-oriented factors in terms of information technology (IT) continuance intention, this research examines how users' EA toward technology impacts their continuance intention in the absence of cognitive and habitual factors.

This study contextualizes attachment theory from the social psychology/consumer psychology literature to an IT application and formulates and tests a new model that is proposed in the context of IPA continuance. Five research hypotheses developed from contextualization and application of the theory were posited in a structural model and empirically validated using survey results from IPA users.

The results show that users' EA to IPA use significantly influences their IPA continuance intention, along with emotional trust and interaction quality with the IPA.

This study contextualizes attachment theory developed in the social psychology/consumer psychology literature to formulate and test a new model in the context of IPA continuance. This work contributes to the theoretical understanding by investigating IPA continuance intention in the absence of cognitive or habitual factors and fills a critical research gap in IT post-adoption literature. IPA is just one example of technologies to which individuals can form attachments and this research provides an important foundation for future research by positing and testing the value of EA in IT post-adoption behavior. This research also contributes to practical knowledge by inferring that IPA manufacturers, managers and vendors could extend their revenue streams by integrating product features that capture emotion.

This study aims to unlock a ritual chain mechanism that promotes socio-mental (or socio-psychological) resilience. This study draws on interaction ritual chains theory and the concept of transformative service to answer the question of how people could be inspired toward an elevated level of group solidarity, emotional energy, morality and, thus, socio-mental resilience.

This study took a qualitative approach resting upon online reviews and observations from an augmented food festival about hot pot delicacies dedicated to medical workers fighting hard amid the early coronavirus outbreak.

The results of this study point to four primary ritual outcomes (e.g. emotional energy, group solidarity, symbols of relationships and standards of morality) along with a two-tier micro–macro socio-mental resilience sustainability paradigm.

Empirical findings from this study could help operators to justify their transformative initiatives as means for customers to replenish their depleted physical and mental resources.

This inquiry presents new nuances to interaction ritual chains. This study also extends the transformative role of hospitality services to accentuate a linkage among individuals, communities and the society.

It is well recognized that emotions support adaptation to environmental demands by guiding cognitions and behavior in line with one’s implicit and explicit goals. This is true in the work context, as in other areas of life. Traditionally, however, research into emotion regulation within the work context has been centered on the problematic aspects of feeling and displaying emotion at work. In order to meet organizational goals, felt emotions need to be subdued or modified, and inauthentic emotions displayed. In this way, conceptualizations of work-related emotion regulation have disconnected emotion from its most basic and adaptive signal function. This disconnection has led to a dilemma regarding the real- and the fake-self and been associated with a range of negative consequences for employee health and well-being. Understanding how emotions can be regulated to help employees meet personal goals for growth and development has also been overlooked. In this chapter, we challenge this existing paradigm, and instead argue that examining emotion regulation in terms of its adaptive functions will help to unify disparate findings from within the emotion regulation literature and progress research in the field of emotion and emotion regulation at work.

In this chapter, emotional interactions between tourists and the individuals they are potentially in interaction with are examined within the scope of social aspects of tourism atmosphere. Emotional interactions were analysed under the framework of emotional contagion. Regardless of whether the fact that emotional contagion occurs in non-conscious or conscious way, tourists are open to emotional cues to come from other individuals. Emotions of other individuals can influence tourists’ behavioural intentions by shaping their emotions. This chapter suggests a number of propositions, and develops a conceptual model to capture the role of emotional interactions.

To examine how psychological diversity among work team members affects team interaction processes. Psychological diversity is described in terms of personality attributes (emotional stability, extraversion, conscientiousness, openness to experience, and agreeableness), need for achievement (nAch), and emotional intelligence. Team interaction processes include workload sharing, team communication, member flexibility, social cohesion, team viability.

A survey research was conducted that involved 1,421 oil‐drilling workers in 54 work teams. The participants were drawn from five major oil drilling companies in Nigeria. Standardized measures were used to collect data on each of the variables examined.

It was found that each of the measures of team interaction processes is predicted by different psychological diversity measures. However, emotional stability, extraversion, agreeableness and emotional intelligence are significant in predicting overall team interaction processes.

The psychological diversity measures examined are not exhaustive. It is also not clear the extent to which the findings can be generalized to other work settings that are different from oil‐drilling companies.

Human resources management in organizations that work in teams needs to include in their selection programs, psychological measures for identifying applicants who possess requisite psychological features for team work.

Study of the efficacy of psychological variables in enhancing work teams in oil drilling firms in Nigeria.

Research suggests that “front‐line” service jobs typically require emotional labour owing to the high levels of interpersonal interaction inherent in such work. Although emotional labour can be performed face‐to‐face (in person) or voice‐to‐voice (on the telephone), little is known about whether the type of emotional demands and the relationships with strain outcomes differ according to mode of delivery. The purpose of this paper is to research these issues.

Relationships are assessed between three dimensions of emotional labour (emotional display rules, and the faking and suppression of emotions) and strain outcomes (psychological distress, work‐life conflict and job satisfaction) in a sample of 124‐cabin crew (face‐to‐face interaction) and 122 telesales agents (voice‐to‐voice interaction). The emotional labour dimensions that are significant predictors of strain outcomes for both groups are examined by multiple regression.

No significant differences were observed between groups in mean levels of emotional labour variables. A greater proportion of variance in all types of strain was explained by the emotional labour components for participants who interact with customers face‐to‐face but these differences did not reach statistical significance. The emotional labour dimensions that predicted each strain outcome varied according to mode of delivery.

Ways by which service sector organisations might counteract the potentially negative effects of performing emotional labour are discussed.

The study provides some initial evidence that the impact of mode of delivery in emotion work is worthy of further investigation.

An increasing number of customers are using customer-to-customer (C2C) platforms to buy and sell products and services. Despite this growth, little research has examined customer experiences with C2C e-commerce. This study examines how informational and emotional interactions affect customer patronage behaviors by increasing customer trust in both sellers and platforms.

A self-administered questionnaire was used to collect data from 181 customers of C2C platforms in the United States. Partial least squares structural equation modeling was used to analyze the data.

The results show that informational interactions affect customer trust both in sellers and platforms, resulting in customer loyalty. The findings also show that emotional interactions affect customer trust in sellers. Multi-group analyses suggest that the impacts of informational and emotional interactions on trust vary depending on customer demographics.

Theoretical implications in this study arise from (1) examination of customer experiences with C2C platforms using the stimulus-organism-response framework, (2) identification of the role of informational and emotional interactions in the formation of trust and (3) exploration of the ways in which customer gender, age and income affect the connection between experiences and consequences in C2C settings.

From a practical perspective, this study provides useful guidelines to help C2C business practitioners increase customer patronage behavior by means of interactions and trust.

This study provides practical and academic implications by examining how customer interactions affect customer trust in e-commerce C2C platforms.

This paper aims to study consumers’ visual attention and emotional experience with clothing design factors and their combinations from the perspective of cognition and emotion and propose an interaction phenomenon to evaluate the combined effect of clothing factors to better guide online clothing design and sales.

An eye movement physiology experiment was conducted, 33 participants screened by questionnaires were invited for this experiment. Hypotheses of visual attention were verified by the FIRST_FIXATION_TIME indicator, DWELL_TIME indicator and FIXATION_COUNT indicator. Hypotheses of emotional experience were verified by the PUPIL_SIZE indicator.

First, on the product list page, it is better to use only the three factors of clothing and a small number of stimulating factors. Second, when the stimulus is consistent with the cognitive task performed by the consumer, the efficiency of the task and the consumer's user experience will be improved. Third, the positive interaction phenomenon of clothing design factors and their combinations could significantly attract consumers' visual attention and improve their emotional experience.

This work argues consumer interest and emotional experience with online clothing can be expressed through eye movement physiological indicators, and the concept of interaction was proposed to evaluate the design and display of online clothing.

This paper conducted interaction research on online clothing design factors and their combinations from the perspective of cognition and emotion, which provided an objective quantitative method for online clothing designers and online clothing retailers.