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Article
Publication date: 22 February 2021

Rahul Singh Chauhan, David Charles Howe and Andrew Soderberg

Transformational leaders have long been known to use emotions to motivate their followers and guide their energy toward the vision set forth by the leader. Much of the past…

Abstract

Purpose

Transformational leaders have long been known to use emotions to motivate their followers and guide their energy toward the vision set forth by the leader. Much of the past research and theory on this topic has exhibited a bias toward positively valenced emotions. Negative emotions have received limited attention relative to positive emotions, and this imbalance has led to a skewed understanding of the relationship between emotions and transformational leadership (TL).

Design/methodology/approach

The study reviews the organizational literature regarding negative emotion expression in TL.

Findings

The study integrates research regarding negative emotions and TL with the existing body of research regarding positive emotions and TL. The authors argue that the range of emotions considered needs to be broadened and rebalanced. Practical and theoretical implications are also discussed.

Originality/value

The study integrates the benefits of negative emotions and TL the more well-known and explored the benefits of positive emotions and TL. The study uses the four components of TL theory, i.e. inspirational motivation (IM), idealized influence (II), individualized consideration (IC) and intellectual stimulation (IC), to explore how transformational leaders can effectively display negative emotions. The study ultimately presents a more balanced overview of emotions and TL.

Details

Management Research Review, vol. 44 no. 8
Type: Research Article
ISSN: 2040-8269

Keywords

Article
Publication date: 10 June 2021

Wei Liu, Jing Wei Li and Qi Wei Zhou

From a functionalist perspective, this study aims to examine empirically how positive and negative emotions can exert influence on creativity in the workplace. This study built…

Abstract

Purpose

From a functionalist perspective, this study aims to examine empirically how positive and negative emotions can exert influence on creativity in the workplace. This study built and tested a theoretical framework that delineates the effect of emotions on employee creativity through different learning mechanisms.

Design/methodology/approach

Field surveys were conducted in a Chinese company and data were collected from 340 employee-supervisor dyads.

Findings

The results indicate that positive emotions were positively related to task-related learning and interactional learning, both of which promote employee creativity. Task-related learning mediated the association between positive emotions and creativity. Nevertheless, negative emotions hindered employees from interactional learning and were negatively associated with creativity. Interactional learning mediated the association between negative emotions and creativity. Moreover, the interaction between positive and negative emotions was negatively associated with task-related learning.

Originality/value

This study contributes to the literature on emotions and employee learning by demonstrating the value of using a functionalist perspective through different procedural mechanisms for employee outcomes and exploring the mediation effects of different learning behaviors in promoting creativity.

Details

Chinese Management Studies, vol. 16 no. 2
Type: Research Article
ISSN: 1750-614X

Keywords

Article
Publication date: 17 June 2021

Bei Ma and Jing Zhang

Despite manager’s investments in facilitating knowledge sharing, such as hiring employees with lots of knowledge, knowledge hiding remains prevalent in organizations. It may stem…

1772

Abstract

Purpose

Despite manager’s investments in facilitating knowledge sharing, such as hiring employees with lots of knowledge, knowledge hiding remains prevalent in organizations. It may stem from that less attention has been paid to the relationship between perceived overqualification and knowledge hiding. Drawing on emotion theory, this study aims to build a mediation framework to examine effects of perceived overqualification on knowledge hiding via negative emotion state and moderating role of team positive affective tone.

Design/methodology/approach

The paper uses a two-wave survey study among 398 knowledge workers from 106 teams in knowledge-intensive industries and tests the hypotheses by performing a series of hierarchical linear modeling analyzes.

Findings

The results show that a negative emotion state mediates the U-shaped relationship between employees’ perceived overqualification and knowledge hiding behavior. Team positive affective tone moderates the U-shaped relationship between negative emotions and employees’ knowledge hiding behavior.

Originality/value

This study extends current knowledge management literature by introducing perceived overqualification as an individual predictor of employees’ knowledge hiding behavior and revealing the both light and dark sides of perceived overqualification on knowledge hiding, as well as its intervening mechanism. The research findings help practitioners to curb such counterproductive behaviors.

Details

Journal of Knowledge Management, vol. 26 no. 3
Type: Research Article
ISSN: 1367-3270

Keywords

Article
Publication date: 25 August 2020

Samaan Al‐Msallam

The purpose of this paper is to investigate the effect of tourists' emotional responses toward a particular destination on tourists' satisfaction and destination loyalty…

1301

Abstract

Purpose

The purpose of this paper is to investigate the effect of tourists' emotional responses toward a particular destination on tourists' satisfaction and destination loyalty. Perceived quality adds as a moderator variable.

Design/methodology/approach

This study adopted a quantitative data collection method, with distributing the questionnaire to 346 tourists of 43 nationalities in four main tourist attractions in Switzerland. The structural equation modeling approach and bootstrapping technique were used to empirically test the study hypotheses.

Findings

The results confirm the negative impact of negative emotions. The mediating role of the tourists' satisfaction was documented. As expected, perceived quality dampened the negative effect of negative emotions on tourists' satisfaction. However, surprisingly, it does not serve as a moderator in the relationship between positive emotions and tourists' satisfaction.

Practical implications

This study resulted in a set of practical marketing recommendations. Tourism marketers are encouraged to keep positive emotions high among tourists, aimed to increase their satisfaction toward the destination and revisit it again in the future and also, pay more attention to the quality of the destination as an essential tool to reduce the impact of negative emotions.

Originality/value

Many studies in tourism literature studied associations between positive emotions and tourists' behavior. The present study is drawing more attention to negative emotions. In addition, this study tries to address the gap in the tourism literature regarding the modified impact of perceived quality on the relationship between emotions and tourists' satisfaction.

Details

Journal of Hospitality and Tourism Insights, vol. 3 no. 5
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 17 October 2016

Carmen-Maria Albrecht, Stefan Hattula, Torsten Bornemann and Wayne D. Hoyer

The purpose of this paper is to examine causal attribution in interactional service experiences. The paper investigates how triggers in the environment of a customer-employee…

3170

Abstract

Purpose

The purpose of this paper is to examine causal attribution in interactional service experiences. The paper investigates how triggers in the environment of a customer-employee interaction influence customer behavioral response to employees’ negative and positive affect. Additionally, it studies the role of sympathy and authenticity as underlying mechanisms of this relationship.

Design/methodology/approach

Two scenario-based experimental designs (N1=162; N2=138) were used. Videotaped scenarios served as stimulus material for the manipulation of two focal variables: the employee’s emotional display as either negative or positive and the availability of an emotion trigger in the interaction environment to convey the attribution dimension of cause uncontrollability. The emotion trigger’s visibility was varied in the two studies. Customer response was captured by buying intentions.

Findings

Customer responses are more favorable for both positive and negative interactional experiences when customers have access to information on cause uncontrollability (i.e. notice triggers in the interaction environment). Analyses reveal that these effects stem from feelings of sympathy for negative experiences and authenticity for positive experiences.

Originality/value

This research supports the relevance of causal attribution research on interactional service experiences, which have high-profit impact. Moreover, the findings underline the importance of the experience of fact in service interactions and thereby provide a more nuanced view on the discussion of whether service providers should use impression management strategies to engender customer satisfaction even when this behavior is “faked.”

Details

Journal of Service Management, vol. 27 no. 5
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 12 October 2015

Reijo Savolainen

The purpose of this paper is to specify the role of emotions played in information seeking and sharing taking place in online discussion forum. To this end, an explorative study…

2380

Abstract

Purpose

The purpose of this paper is to specify the role of emotions played in information seeking and sharing taking place in online discussion forum. To this end, an explorative study was made that focussed on consumer awareness.

Design/methodology/approach

The study is based on the analysis of a sample of 30 discussion threads containing altogether 1,630 messages available in Canadian Content – a major online platform. The expression of emotions was examined by using the categories of the interaction process analysis (IPA) model. Two research questions were addressed: first, what kind of emotions are expressed in the four functional areas of the IPA model when discussing online about consumer awareness? and second, what is the role of positive and negative emotions in information seeking and sharing about the above topic? The data were analyzed by means of descriptive statistics and qualitative content analysis.

Findings

Of the emotional expressions, 42 percent were positive and 58 percent negative. The most frequent emotions were amusement, contempt, worry, irritation and pleasure. The frequencies of positive and emotional expressions varied in the context of 12 IPA categories. Positive emotions predominated when participants showed solidarity or agreed, while negative emotions were particularly prevalent when indicating antagonism. The repertoire of positive and negative emotions was broadest while providing opinions or sharing information with others. In contrast, emotions were expressed rarely in the context of information seeking.

Research limitations/implications

The study is explorative in nature and the findings are based on the examination of an online discussion group focussed on the issues of consumer awareness.

Originality/value

The study contributes to the study of affective factors in computer-mediated interaction by empirically specifying the repertoire of positive and negative emotions expressed in online discussion.

Details

Journal of Documentation, vol. 71 no. 6
Type: Research Article
ISSN: 0022-0418

Keywords

Article
Publication date: 29 May 2019

Kiran Karande and Mahesh Gopinath

Product failures can lead to customer dissatisfaction, negative brand attitudes and a loss of brand equity. The purpose of this paper is to investigate whether extended warranties…

Abstract

Purpose

Product failures can lead to customer dissatisfaction, negative brand attitudes and a loss of brand equity. The purpose of this paper is to investigate whether extended warranties offer a mechanism to mitigate the negative effects of product failure and the mediating role of positive and negative self-directed emotions.

Design/methodology/approach

The hypotheses are tested using two 2 × 2 between-subjects experiments with product failure and warranty purchase as the two factors, attitude toward the brand as the dependent variable, positive and negative self-directed emotions as mediating variables and attitude toward warranties as a covariate.

Findings

It is found that the decline in attitude toward the brand due to product failure is greater among customers purchasing an extended warranty, than among those who do not. Moreover, positive and negative self-directed emotions mediate this relationship.

Originality/value

Manufacturers are for the most part not involved in distribution or administration of extended warranties, which are mainly sold through retailers and administered by companies that specialize in extended warranties. The study findings indicate that contrary to industry practice, consumer-durable manufacturers should consider more active management and promotion of extended warranties to protect their brand’s equity from the negative effects of product failure.

Details

Journal of Product & Brand Management, vol. 28 no. 7
Type: Research Article
ISSN: 1061-0421

Keywords

Article
Publication date: 21 March 2019

Tung-Ju Wu and Yenchun Jim Wu

The purpose of this paper is to explore the relationship between positive and negative emotional contagion by supervisors and innovative behavior by employees in the marketing…

3709

Abstract

Purpose

The purpose of this paper is to explore the relationship between positive and negative emotional contagion by supervisors and innovative behavior by employees in the marketing department at China Mobile, as well as investigating the mediating roles of work engagement and surface acting in this path.

Design/methodology/approach

The authors analyzed emotional contagion on innovative behavior and investigated the mediation effect of work engagement and surface acting, and used structural equation modeling to test the hypotheses. Subjects in this study comprised 263 dyads of supervisors and employees (131 supervisors and 263 employees) in the marketing department at China Mobile.

Findings

The results indicated that positive emotions by employees mediated the positive effect of supervisors’ expression of positive emotions about employees’ work engagement; work engagement mediated the positive effect of employees’ positive emotions on their innovative behavior; and employees’ negative emotions mediated and did not significantly mediate the effect of supervisors’ negative emotions on employees’ surface acting and innovative behavior, respectively.

Research limitations/implications

This study recommends that future studies examine emotional labor by team members and investigate the types of mechanisms (such as psychological safety and team learning) adopted by such teams to increase their members’ levels of emotional contagion.

Practical implications

The authors recommend that enterprises implement courses that are relevant to emotional management for supervisors to enhance their ability to regulate and manage their own emotions. The authors also suggest that organizations offer adequate job resources to employees to inspire work engagement among employees.

Originality/value

This study explored the role of work engagement among employees, which serves as a motivational mechanism between positive emotional labor by supervisors and innovative behavior by employees. In addition, it investigated the role of surface acting by employees, which serves as an energetic mechanism between negative emotional labor by supervisors and innovative behavior by employees.

Details

Management Decision, vol. 57 no. 11
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 5 October 2015

Arvid O. I. Hoffmann and Dana Ketteler

The purpose of this paper is to investigate the potential spill-over effects from negative (and positive) experiences with trading a company’s stock on shareowner-customers’…

3252

Abstract

Purpose

The purpose of this paper is to investigate the potential spill-over effects from negative (and positive) experiences with trading a company’s stock on shareowner-customers’ emotions and subsequent customer attitudes and behavior.

Design/methodology/approach

A conceptual framework that links selling a stock for a loss (or gain), emotions, and customer attitudes and behaviors is developed. The framework is tested with data from a sample of Dutch investors that is analyzed with structural equation modeling through the partial least squares method in SmartPLS.

Findings

Selling a stock for a loss vs selling a stock for a gain have different effects on shareowner-customers’ attitudes and behavior toward the company. Losses induce negative emotions which in turn result in lower satisfaction and behavioral loyalty as well as in increased propensity to complain about the company. Investment gains, however, result in more positive emotions which then lead to increased preference of the company whose stocks were traded over its competitors and increased engagement in positive word-of-mouth (WOM).

Research limitations/implications

The study is focussed on shareowner-customers’ experiences with stocks of companies active in the consumer industry. Future research could address whether the results generalize to other industries.

Practical implications

The findings emphasize the importance of a close collaboration between the marketing and investor relation departments. Complaints of shareowner-customers should be taken seriously and incentives to stimulate repurchases as well as those that encourage positive WOM engagement are recommended.

Originality/value

This is the first study to examine possible negative spill-over effects from experiences obtained during stock trading on shareowner-customers’ attitudes and behaviors toward the stock’s company.

Details

International Journal of Bank Marketing, vol. 33 no. 7
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 8 February 2016

Nak Hwan Choi, Jae Min Jung, Tamir Oyunbileg and Pianpian Yang

This paper aims to investigate the moderating roles of emotional arousal levels (elevated vs mild) and emotional valence (positive vs negative) stemming from outcomes of…

1899

Abstract

Purpose

This paper aims to investigate the moderating roles of emotional arousal levels (elevated vs mild) and emotional valence (positive vs negative) stemming from outcomes of self-regulatory goal pursuit in understanding effectiveness of the product attribute type on product evaluation.

Design/methodology/approach

Drawing on the literature on goals, emotions and behaviors, this research advances and tests hypotheses with two studies and an ANOVA.

Findings

This study shows that when consumers experience positive emotions stemming from the success of self-regulatory goals (approach vs avoidance), the impact of product attribute type on product evaluations is primarily driven by the emotional arousal levels and that the type of regulatory goals does not matter. In contrast, when consumers experience negative emotions stemming from the failure of goal pursuit, the impact of product attribute type is determined not only by the emotional arousal levels but also by the type of goals.

Practical implications

Marketing managers should use appropriate product attributes in advertisements that match with the consumers’ emotional arousal levels, emotional valence and regulatory goals by identifying customers’ specific emotional state and its source.

Originality/value

This study shows that emotional valence moderates the impact of emotional arousal levels on the effectiveness of product attribute types in advertisements, and that the regulatory goals as the source of such emotions matter only under the elevated negative emotions. The major contribution of this research is that to understand the impact of emotions stemming from regulatory goal pursuit on product evaluations, not only emotional valence but also emotional arousal levels and regulatory goals should be taken into consideration.

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