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The wider possibility of connectivity offers additional opportunities for customers to experience value propositions. The online world is only one side of the customer experience. The integration of digital technologies, social presence and physical elements increases the complexity of customer journey. This paper aims to map the phygital customer journey by focusing on millennials.

The study adopted a qualitative methodology to investigate 50 millennials from Italy. Millennials had to describe, in two phases, a journey they had recently made. First, they used sticky notes with no restrictions on expressing their feelings and structuring their CJ. Second, customers transferred the sticky notes’ contents, consider the information provided and map the journey with additional details using the Uxpressia software.

This paper frames the Millennials customer journey as a cycle of four moments: connect, explore, buy and use. Each moment enacts the customer experience as a mixture of emotional, behavioural and social responses. Online and offline interactions blur the boundaries between the physical and digital world (i.e. phygital): millennials move back-and-forth or jump from one action to another according to the evolving path of emotions and interactions.

The phygital customer journey provides an alternative understanding of customer journey occurring as a fuzzy process or loop. A phygital map develops as a circular path of moments seen as phenomenological microworlds of events, interactions, relationships and emotions.

The purpose of this paper is to report on eight years of piloting an innovative, practical, lifelong learning intervention that improves emotional intelligence in families, schools, communities and workplaces in a unique way: each person gains insights to adjust constructively together to disappointments. “Emotional Logic” identifies a root cause in accumulating complex loss reactions that produces the destructive behaviour, self‐centredness and vengefulness seen in riots and other distress and tension reactions.

“Emotional Logic” is a teachable language technology, with a set of tools that safely maps emotional chaos. From this mapping, a learning plan is generated that guides self‐help action and improves communication at the right emotional level to promote co‐operation between people and prevent recurrences of distress reactions.

An outline of the wide range of piloting studies is given. Self‐respect, honesty, empathy and the capacity to make realistic decisions rapidly improve, leading to personal development with unpredictable outcomes.

Training for front‐line staff, managers and redundant health and social care workers could produce leaders for community‐based “Emotional Logic Learning Clubs” within nine months.

Many young people cover a sense of shame and anxiety with bravado, or they withdraw into an existential depression. Learning Emotional Logic may improve both communication across generations, and understanding of the common humanity between different groups within our one British culture. The new emotional insights could help young people to resist being inappropriately led, and enable them instead to bring assertive order to situations.

The Emotional Logic tools are unique. Each person can safely map their emotional chaos during times of change, and link these feelings to values they had not named before.

Despite the crucial role that emotional intelligence (EI) could play in improving individuals' performance and career prospects in organizations, employees, executives and career professionals across the world are still in search of practical frameworks for understanding the concept. This is because EI research outputs from academics still remain mostly as correlations, co‐variations and associations between EI and other variables. This paper seeks to provide a practical framework that could help executives, employees and career advisors understand what EI competencies people need to acquire and how these could be developed through EI training.

The approach is to develop a competency‐based model of EI based on inputs from academic research and feedback from EI training specialists. An attempt is made to incorporate the role of brain theory in EI. Exploration is also made into the progressive stages and dynamics involved in typical EI training programs.

The paper brings out current research insights and highlights the strategic significance of EI as an augmenter of job performance and career advancement. The competency‐based model provides comprehensive understanding of the psychological configuration, inner mechanisms, and organization and operation of EI in human beings.

While the model holds many of the classic components of EI intact, a new sub‐competence called social influence is introduced, with cautions about the difficulty in acquiring this sub‐competence solely through EI training. Going beyond the popular literature, the paper explains the role of brain theory in EI – a dimension often ignored in EI discussions. Finally, the paper provides an abbreviated coverage of the progressive stages and the dynamics involved in typical EI training programs.

This article investigates the role of schemas in shaping customer experiences in new servicescapes, across the customer journey. The authors take a customer perspective that reveals how schematic information processing takes place at four pyramidal levels—event, touchpoint, encounter and concrete activities—that in turn lead to customer responses.

The study introduces a novel ethnographic schema elicitation technique (ESET), which enables unraveling schemas at the touchpoint level across the customer journey of a European grocery store that recently launched a new SST innovation. This tailored approach provides fine-grained insights into customer experiences at the moment they occur.

The conceptual framework unravels schematic information processing, as illustrated with an empirical study. The activation of different schemas and their modification is highlighted in rich qualitative data.

Innovative service offerings require customers to adapt their existing behaviors. Understanding this highly individual process, which requires schema modification, could be furthered by longitudinal in-depth research.

By understanding schematic information processing, managers and policymakers can develop better strategies for activating sustainability or health-conscious schemas that guide customer behavior in positive directions.

By applying ESET to new self-service technology, the authors provide valuable insights for service managers and retailers. They show the particular need for prudence in changing schemas in ways that avoid negative cognitive, emotional or behavioral responses.

Humanistic architecture aims to place human welfare at the heart of the art and science of building design and environmental management. In this article we aim to show how humanistic architecture can contribute to public mental health and mental health promotion, using as an example our own architectural and design practice, Nightingale Associates. Nightingale Associates aims to combine psychotherapeutic methods with traditional architectural design to create healing healthcare environments that, evidence shows, can enhance and support the care and treatment process.

The literature to-date has focused on dimensions of emotions based on emotions’ affective state (captured by valence, arousal and dominance, PAD). However, it has ignored that emotional reactions also depend on emotions’ functionality in serving to solve recurrent adaptive problems related to survival and reproduction. Evolutionary psychology suggests that relationships with others are the key that helps individuals reach both goals. The purpose of this paper is to conceptualize, measure and validate the temperature dimension of emotions that underlies such human relationships, as suggested by frequent verbalization of emotional states via temperature-related terms (“cold fear” and “warm love”).

Across three studies (n_Study1a = 71; n_Study1b = 33; and n_Study2 = 317) based on samples from two countries (Germany and the USA) and using two different methods (semantic and visual), the temperature dimension of emotions is conceptualized and measured. Across a wide spectrum of emotions, factor analyses uncover temperature as an emotional dimension distinct from PAD and assess the dimension’s face, discriminant, convergent, nomological and criterion validity.

Emotional temperature is a bipolar dimension of an affective state that underlies human relationships, ranging from cold to warm, such that social closeness is linked to emotional warmth and social distance to emotional coldness. Emotional temperature is uncovered as a dimension distinct from PAD, that is, it is correlated with but separate from PAD.

In this research, a portfolio of 17 basic emotions relevant in everyday consumption contexts was examined. Future research could further refine the emotional temperature dimension by analyzing more complex emotions and their position on the temperature map. In general, this paper sets the stage for additional work examining emotional temperature and its effects on consumer behavior.

The results have strategic implications for marketers on which emotions to select for campaigns, depending on factors like the climate or season.

This research provides a better foundation upon which to understand the effect of emotions that invoke warmth or coldness.

To the best of the authors’ knowledge, this research is the first to conceptualize, measure and comprehensively validate the temperature dimension of emotions.

Microblogging is an important channel used to disseminate online public opinion during an emergency. Analyzing the features and evolution mechanism of online public opinion during an emergency plays a significant role in crisis management.

This paper uses the event of Hurricane Irma and combines it with the life cycle of online public opinion evolution to understand the effect of different types of emotional (joy, anger, sadness, fear, disgust) microblogs (tweets) on information dissemination. The research was performed in the context of Hurricane Irma by using tweets associated with that event.

This paper demonstrates that negative emotional information has a greater communication effect, and further, the target audience that receives more exposure to negative emotional microblogs has a stronger tendency to retweet. Meanwhile, emotions expressed in tweets and the life cycle of public opinion evolution exert interactive effects on the retweeting behavior of the target audience.

For future research, a professional dictionary and the context should be taken into consideration to make the modeling in the text more normative and analyzable.

This paper aims to reveal how the emotions of a tweet affect its virality in terms of diffusion volume in the context of an emergency event.

The conclusion made in this paper can shed light on the real-time regulation and public opinion transmission, as well as for efficient intelligence service and emergency management.

In this study, Hurricane Irma is taken as an example to explore the factors influencing the information dissemination during emergencies on the social media environment. The relationship between the sentiment of a tweet and the life cycle of public opinion and its effect on tweet volume were investigated.

Line sticker, a social media, it allows users to exchange multimedia files and engage in one-to-one and one-to-many communication with text, pictures, animation and sound. The purpose of this paper is to examine various Taiwan user experiences in the Line sticker use behaviors. Further, this research looks at how the situations of Line sticker proprietors and their affiliates are disseminated for formulating social media marketing (SMM) in its business model concerns.

This study examines the experience of various Taiwanese Line stickers users utilizing a market survey, a total of 1,164 valid questionnaire data, and the questionnaire is divided into five sections with 30 items in terms of the database design. All questions use nominal and order scales. This study develops a big data analytics approach, including cluster analysis and association rules, based on a big data structure and a relational database.

The authors divide Taiwan Line sticker users into three clusters by their profiles and then find each group’s social media utilization and online purchase behaviors for investigating the Line sticker SMM and business models.

This is the first study to offer a big data analytics to investigate and analyze the varieties in the use of Line sticker by exploring users’ behaviors for further SMM and business model development.

This paper aims to explore how the Zaltman metaphor elicitation technique (ZMET) can be adopted in services marketing to provide deeper customer experience insights.

This paper explores how ZMET interviews, which use images selected by the participant to facilitate discussion, can be used by researchers. This paper draws upon a study of 24 student experiences at a UK university.

Adopting this qualitative method for services marketing can counter depth deficit when compared to other qualitative approaches, because it is participant led. However, the method requires competent interview skills and time for the interview and analysis. We find that ZMET has not been widely adopted in academia because of its commercial licenced use. The paper illustrates how to use the ZMET process step-by-step.

Findings are limited to student experiences. Further research is necessary to understand how researchers could use ZMET in other areas of services marketing.

This paper provides guidance to researchers on how to use ZMET as a methodological tool. ZMET facilitates a deeper understanding of service experiences through using participant chosen images and thus enabling researchers to uncover subconscious hidden perceptions that other methods may not find.

ZMET has been used commercially to gain market insights but has had limited application in service research. Existing studies fail to provide details of how ZMET can be used to access the consumer subconscious. This paper makes a methodological contribution by providing step-by-step guidance on how to apply ZMET to services marketing.