Search results

1 – 10 of over 6000
Click here to view access options
Article
Publication date: 17 December 2021

Naval Garg and Sarika Kumari

Technology has become all-pervasive and one of the essential requirements of life. The blessings of science and technology are countless, and today, it is almost…

Abstract

Purpose

Technology has become all-pervasive and one of the essential requirements of life. The blessings of science and technology are countless, and today, it is almost impossible to imagine life without applications of technology. And at the same time, positive psychologists have advocated practicing gratitude for the betterment of personal and professional growth and development. But ironically, the area of gratitude toward technology remains unexplored. The purpose of this study is to investigate the difference in gratitude for the technological and non-technological aspects of life.

Design/methodology/approach

The first study compared gratitude for three parameters – sense of abundance, social appreciation and appreciation for others. The second study was based on the “counting blessing” exercise, in which respondents were asked to write five things for which they feel grateful in life. The Friedman test and Wilcoxon signed-rank test were used to compare the ranked data. In the third study, respondents were distributed into two groups. Both groups were given a puzzle to solve; first, group members were informed that they would interact with other human beings, and the second group was informed that they would interact with bots.

Findings

All three studies concluded that respondents are relatively less grateful for the contributions of technologies.

Originality/value

This is probably the first study that investigated gratefulness for technology.

Details

Social Responsibility Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1747-1117

Keywords

Click here to view access options
Article
Publication date: 3 December 2021

Arash Ahmadi and Sohrab Fakhimi

The main purpose of this work is to evaluate the different psychological impacts of two initial verbal recovery strategies (gratitude vs empathetic apology) on the…

Abstract

Purpose

The main purpose of this work is to evaluate the different psychological impacts of two initial verbal recovery strategies (gratitude vs empathetic apology) on the consumers' loyalty after a service failure. The proposed theoretical model also appraises the mediating role of two emotional responses (consumer forgiveness, consumer anger) and consumer self-esteem and the moderating role of self-oriented perfectionism.

Design/methodology/approach

Two studies (i.e. an experimental design and a field study) are considered for this investigation to assess the effectiveness of gratitude expression versus empathetic apology on post-recovery loyalty and test the effects of mediators and the moderator applied between the verbal recovery strategies and post-recovery loyalty.

Findings

The results of Study 1 revealed the supremacy of gratitude to empathetic apology in maintaining consumers' loyalty after service failure recovery. The better impact of gratitude expressed in increasing post-recovery loyalty is mediated through the elevation of consumers' forgiveness, the reduction of consumers' anger and consumers' self-esteem. The findings of Study 2 indicated that gratitude increases more post-recovery loyalty through individuals with a high level of self-oriented perfectionism.

Research limitations/implications

Future research could examine other service failure situations, different types of service recovery, mediators or moderators, which contribute to the service marketing literature.

Practical implications

After a service failure, using gratitude expressions to consumers often makes them feel better and more valuable.

Originality/value

This work increases service providers' knowledge in using proper expressions after a service failure to help elevate consumers' positive reactions resulting in maintaining their loyalty.

Details

Journal of Contemporary Marketing Science, vol. 4 no. 3
Type: Research Article
ISSN: 2516-7480

Keywords

Click here to view access options
Article
Publication date: 5 August 2021

Siti Khadijah Zainal Badri, Wai Meng Yap and Hazel Melanie Ramos

The purpose of this paper is to examine the relationship between gratitude and workplace friendship with affective well-being (AWB) at work amongst millennial employees…

Abstract

Purpose

The purpose of this paper is to examine the relationship between gratitude and workplace friendship with affective well-being (AWB) at work amongst millennial employees. Specifically, it details the mediating effect of workplace friendship in explaining the linkages between gratitude and AWB at work.

Design/methodology/approach

This study used a sample of 272 millennial workers in this study. A survey invitation was sent out to all of the respondents through email. A 20-item job-related AWB (Van Katwyk et al., 2000) scale was used to measure AWB. Workplace friendship was measured using six-items of the workplace friendship scale (Nielsen et al., 2000) and gratitude was measured using McCullough et al.’s (2002) six-item gratitude questionnaire (GQ-6).

Findings

The study found that gratitude and workplace friendship enhanced workplace AWB among millennial workers. Workplace friendship functioned as a mediator, which delivered the effect from gratitude towards workplace AWB. Gratitude was found to positively predict workplace friendship and subsequently workplace friendship positively predicted workplace AWB.

Practical implications

Nurturing positive feelings at work through excellent psychosocial resources and healthy work friendships would improve millennial workers well-being. Henceforth, encouraging millennial employees to cultivate workplace friendships, can help the manager to enhance millennial employees’ feeling of belongingness, and thus, promote better AWB.

Originality/value

Investment on employee’s human capital and values can be valuable resources to increase millennial employees’ performance at work. Millennial workers are a unique generation that put emphasis on the subjective experience. Hence, capitalising on their subjective experience can be one of the keys to better increase their well-being and performance at work.

Details

International Journal of Organizational Analysis, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1934-8835

Keywords

Click here to view access options
Article
Publication date: 14 June 2021

Anne-Françoise Audrain-Pontevia and Isabelle Garnier

The purpose of this paper is to identify which loyalty programme (LP) benefits are most likely to create consumer gratitude and increase loyalty towards the brand for…

Abstract

Purpose

The purpose of this paper is to identify which loyalty programme (LP) benefits are most likely to create consumer gratitude and increase loyalty towards the brand for consumer goods and services loyalty schemes.

Design/methodology/approach

French-speaking Quebecer (Canada) members of retail LPs answered an online survey. The S-O-R framework was used to investigate the effects of LP benefits on customer loyalty to the brand through the mediating mechanism of gratitude. Data analysis was performed by means of partial least square structural equation modelling.

Findings

Three benefits (entertainment, recognition and social) out of five were identified to significantly enhance customer gratitude towards the brand. Neither monetary nor exploration benefits had a direct effect on gratitude or loyalty. In addition, gratitude was positively and strongly related to loyalty and fully mediated the effects of entertainment and recognition benefits on loyalty. As for social benefits, gratitude complementarily mediated their relationship to loyalty.

Practical implications

The findings are of utmost interest to LP managers. They offer valuable insights to maintain or modify LPs to enhance customer true loyalty. First, they highlight the strategic role of gratitude, which strongly determines customer loyalty. Second, this study's findings indicate which LP benefits should be prioritised to enhance customer gratitude and loyalty.

Originality/value

This research is the first empirical attempt to study the effects of LP perceived benefits on customer gratitude. It addresses the paucity of research on customer gratitude and enhances its importance in retail and relationship literature.

Details

International Journal of Retail & Distribution Management, vol. 49 no. 12
Type: Research Article
ISSN: 0959-0552

Keywords

Click here to view access options
Book part
Publication date: 23 September 2009

Rebecca Schaumberg and Francis J. Flynn

This chapter aims to clarify the distinction between feeling grateful and feeling indebted. Often overlooked and underappreciated, the differences that define these unique…

Abstract

This chapter aims to clarify the distinction between feeling grateful and feeling indebted. Often overlooked and underappreciated, the differences that define these unique affective experiences are critical to understanding the consequences of helping behavior. This chapter describes the psychological underpinnings of gratitude and indebtedness and outlines the ways in which previous research has conflated the two constructs. In addition, it puts forth a set of testable propositions that help distinguish the relative importance of gratitude and indebtedness in interpersonal relations. The implications of these ideas are discussed in the context of individual generosity, social exchange, and group dynamics.

Details

Altruism and Prosocial Behavior in Groups
Type: Book
ISBN: 978-1-84855-573-0

Click here to view access options
Article
Publication date: 11 March 2021

Jennifer A. Harrison, Marie-Hélène Budworth and Michael Halinski

The purpose of this paper is to examine the influence of trait gratitude on job search behaviour (preparatory and active) for job seekers approaching graduation. The…

Abstract

Purpose

The purpose of this paper is to examine the influence of trait gratitude on job search behaviour (preparatory and active) for job seekers approaching graduation. The mediating role of perceived employability is examined.

Design/methodology/approach

Data were collected from job seekers (n = 143) in their final month of study in two waves with a one-month time lag between first and second data collection.

Findings

Structural equation modelling analyses revealed that trait gratitude was significantly and positively associated with perceived employability. Perceived employability mediated the relationship between trait gratitude and preparatory job search, but not active job search.

Research limitations/implications

This study extends research on job search by highlighting the applicability of trait gratitude to the job search process.

Practical implications

Career counsellors should consider trait gratitude as relevant for program development to address the self-regulation of personal resources during job search.

Originality/value

This study is the first step towards connecting trait gratitude to the job search literature. The study identifies trait gratitude as a distal personal resource important for self-regulation of a proximal personal resource (i.e. perceived employability) and subsequent job search behaviour.

Details

Career Development International, vol. 26 no. 2
Type: Research Article
ISSN: 1362-0436

Keywords

Click here to view access options
Article
Publication date: 5 October 2020

Syed Fazal-e-Hasan, Gary Mortimer, Ian Lings and Gurjeet Kaur

Relationship marketing is about developing, maintaining and sustaining mutually beneficial customer–organisation relationships as measured by economic gains. Yet, a purely…

Abstract

Purpose

Relationship marketing is about developing, maintaining and sustaining mutually beneficial customer–organisation relationships as measured by economic gains. Yet, a purely economic focus does not fully offer a psychological explanation of relationship marketing outcomes. In this regard, this paper has considered gratitude as a significant component of personal relationships, which offers insights into a customer–organisation relationships. Accordingly, this study aims to examine gratitude as a mechanism to predict relationship marketing outcomes, such as overall satisfaction, trust and commitment.

Design/methodology/approach

Data were collected from 1,093 millennial consumers across three university campuses.

Findings

Results indicate that gratitude is a mediating mechanism that can explain the relationship between young consumers’ perceptions of relationship marketing investments and overall satisfaction, trust and commitment. Perceived benevolence strengthens the relationship between perceived relationship marketing investments and customer gratitude.

Originality/value

The gratitude model contributes an alternative understanding of how young consumers’ perceptions of an organisation’s marketing investments are important in achieving a high degree of relationship marketing outcomes. This paper further incorporates the moderating roles of customer cynicism and perceptions of benevolence, key individual and relational characteristics, that influence the level of gratitude individuals to experience in response to the investments made by organisations.

Details

Journal of Consumer Marketing, vol. 37 no. 7
Type: Research Article
ISSN: 0736-3761

Keywords

Click here to view access options
Article
Publication date: 7 July 2020

Ji “Miracle” Qi, Sijun Wang and Michael A. Koerber, Jr

Drawing from the social exchange theory, the job demands-resources theory and the employee–organization relationship framework, this article aims to investigate underlying…

Abstract

Purpose

Drawing from the social exchange theory, the job demands-resources theory and the employee–organization relationship framework, this article aims to investigate underlying mechanisms through which organizational resources impact frontline service employees’ (FLEs) core service performance and customer-oriented organizational citizenship behavior (OCB).

Design/methodology/approach

An empirical study was conducted based on a multi-source data from 211 employee–customer pairs, with structural equation modeling used to test hypotheses.

Findings

FLE felt gratitude toward the firm fully mediates the impacts of supervisory guidance and employee-oriented relationship investment in influencing employees’ service performance and customer-oriented OCB. The study further finds that when the perceived job autonomy is low, providing supervisory guidance is more effective in eliciting employee gratitude than employee-oriented relationship investments. In contrast, when the perceived job autonomy is high, employee-oriented relationship investment elicits higher employee gratitude than supervisory guidance.

Research limitations/implications

First, as cross-sectional pair data were used to test the proposed hypotheses, a stronger case might be made for the use of longitudinal data. Second, the current study uses a large variety of industries to study the phenomenon of employee gratitude and customer-oriented performance. Third, given recent globalization trends, it is increasingly important for researchers to address how the knowledge gained within an US context is applicable on a global scale. Finally, the two types of organizational resources included in the study are both positive resources.

Practical implications

The findings offer insights about how firms can strategically invest organizational resources to favorably influence FLE gratitude and customer outcomes as well as how job autonomy plays a role in leveraging the impacts of those resources.

Originality/value

This study is one of the few to advance our understanding of how FLE felt gratitude serves as an intervening mechanism through which functional and social resources invested by service organizations lead to desirable customer outcomes. In addition, this study explores the moderating role of FLE perceived job autonomy, suggesting the contingent nature of organizational resources in affecting customer-oriented FLE behaviors, which was rarely attended in previous research.

Click here to view access options
Article
Publication date: 3 July 2020

Xiaoyu Wang, Hean Tat Keh and Li Yan

Frontline employees (FLEs) play a pivotal role in service delivery. Beyond their expected in-role behaviors, FLEs often have to perform extra-role behaviors such as…

Abstract

Purpose

Frontline employees (FLEs) play a pivotal role in service delivery. Beyond their expected in-role behaviors, FLEs often have to perform extra-role behaviors such as providing additional help to customers. The purpose of this study is to investigate how customers’ power distance belief (PDB) influences their perceptions of FLEs’ warmth and competence when FLEs perform extra-role helping behaviors.

Design/methodology/approach

Four experiments were conducted to test the hypotheses. The first three experiments used a one factor two-level (PDB: low vs high) between-participants design. The fourth one used a 2 (PDB: low vs high) × 2 (firm reputation: low vs high) between-participants design.

Findings

The results indicate that, compared to high-PDB customers, low-PDB customers perceive greater warmth in FLEs’ extra-role helping behaviors but no significant difference in FLEs’ perceived competence. Importantly, these effects are mediated by customer gratitude. Moreover, these effects are moderated by firm reputation such that customers’ perceptions of FLEs’ warmth and competence are both enhanced when the firm has a favorable reputation.

Originality/value

To the best of the authors’ knowledge, the study is the first to identify the differential effects of PDB on customer perceptions of FLEs’ warmth and competence in the context of FLEs’ extra-role helping behaviors and to reveal the mediating role of gratitude. These findings contribute to the literatures on FLEs’ extra-role behaviors and social perceptions of both warmth and competence.

Click here to view access options
Article
Publication date: 6 July 2020

Naval Garg, Anuradha Jain and B.K. Punia

The purpose of this study is to investigate the linkage between gratitude and leadership among university teachers. It also tended to examine mediating and moderating…

Abstract

Purpose

The purpose of this study is to investigate the linkage between gratitude and leadership among university teachers. It also tended to examine mediating and moderating effect of social intelligence amidst the relationship between gratitude and leadership. As social intelligence is a multi-dimensional concept, this paper explored mediating and moderating effect of three dimensions of social intelligence, i.e. social awareness, social skills and social information processing.

Design/methodology/approach

Mediation effect was examined with help of Baron and Kenny’s (1986) technique, Sobel test and bootstrapping estimates. Significance of interaction between independent variable (gratitude) and moderator (social intelligence) was investigated for moderation analysis.

Findings

The findings reported partial mediating effect of all three dimensions of social intelligence. No significant moderation effect was observed.

Originality/value

This is one of the pioneer studies that explored interrelationship between gratitude, social intelligence and leadership among Indian University teachers.

Details

International Journal of Organizational Analysis, vol. 29 no. 2
Type: Research Article
ISSN: 1934-8835

Keywords

1 – 10 of over 6000