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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…

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. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2040-8269

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Article
Publication date: 7 January 2014

Suzanne Hazelton

Highlights the power of positive emotions in helping to build individual and organizational success.

Abstract

Purpose

Highlights the power of positive emotions in helping to build individual and organizational success.

Design/methodology/approach

Explores the meaning of positive emotions, how they can be promoted at individual and organizational level and the benefits they can bring to the individual and organization.

Findings

Advances the view that positive emotions can benefit physical health, mental well-being and the ability to flourish, creativity, resilience, the mood of others, positive memories and relationships.

Practical implications

Argues that the positive emotions of the workforce can improve the organizational culture and improve organizational performance.

Social implications

Demonstrates that around three positive emotions are needed to balance out each negative emotion and shows that positive emotions can be stimulated through having new experiences and through acts of kindness and gratitude.

Originality/value

Extends psychological thinking on positive emotions to the workforce and workplace.

Details

Human Resource Management International Digest, vol. 22 no. 1
Type: Research Article
ISSN: 0967-0734

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Article
Publication date: 19 November 2020

Chongrui Liu, Cong Wang and Hongjie Wang

Although a plethora of literature has developed person–job fit theory, how leaders' emotions affect followers' person–job fit has received insufficient attention. Drawing…

Abstract

Purpose

Although a plethora of literature has developed person–job fit theory, how leaders' emotions affect followers' person–job fit has received insufficient attention. Drawing on emotions as social information (EASI) theory, the present research study investigated the impact of leaders' positive emotions on person–job fit and further explained the mediating role of psychological safety and the moderating effect of organizational identification.

Design/methodology/approach

Data were collected from 319 Chinese employees nested in 67 teams, and a cross-level design was adopted to examine the research hypotheses.

Findings

The results indicated that individual-level psychological safety played a mediating role in the cross-level relationship between team-directed leaders' positive emotions and individual-level person–job fit. Moreover, the authors found a cross-level moderating effect of team-level organizational identification.

Practical implications

This present research empirically showed that leaders displaying positive emotions in the workplace benefited followers' perceptions of psychological safety, which in turn improved followers' attitudes towards their job in management practice. In addition, organizational identification could positively advance this process.

Originality/value

This study is the first to evaluate the operational mechanism of leaders' emotion on followers' perceived person–job fit in the Chinese context. Person–job fit has primarily been investigated as a driver of employee outcomes in the previous research studies. These studies focussed on whether and how leaders' emotions improve followers' person–job fit.

Details

Leadership & Organization Development Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0143-7739

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Book part
Publication date: 14 May 2013

Tanya Vacharkulksemsuk and Barbara L. Fredrickson

Experimental evidence for aspects of the broaden-and-build theory actually existed prior to the theory’s introduction to the academic world. Generally speaking, laboratory…

Abstract

Experimental evidence for aspects of the broaden-and-build theory actually existed prior to the theory’s introduction to the academic world. Generally speaking, laboratory studies showed a causal effect of positive feelings on thought processes. Across a host of studies, Isen and her colleagues demonstrated a wide range of cognitive outcomes resulting from induced positive emotions, including patterns of unusual thought (Isen, Johnson, Mertz, & Robinson, 1985), flexible thinking (Isen & Daubman, 1984), creativity (Isen, Daubman, & Nowicki, 1987), and receptivity to new information (Estrada, Isen, & Young, 1997).

Details

Advances in Positive Organizational Psychology
Type: Book
ISBN: 978-1-78052-000-1

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Article
Publication date: 22 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…

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

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Article
Publication date: 9 September 2019

Zohaib Razzaq, Ali Razzaq, Salman Yousaf, Umair Akram and Zhao Hong

The implementation of customer equity drivers (CED) as a crucial marketing tactic to surge customer loyalty intentions has received a considerable importance in the…

Abstract

Purpose

The implementation of customer equity drivers (CED) as a crucial marketing tactic to surge customer loyalty intentions has received a considerable importance in the literature. However, most of the research done in the past has mainly centralized around western societies. To make it even more interesting is the fact that the significance of customer emotions has been ignored by the previous studies. Therefore, the purpose of this paper to explore the impacts of CED on loyalty intentions along with exploring the moderating role of customer emotions (positive emotions and negative emotions).

Design/methodology/approach

A sample of 661 Chinese banking customers was collected by making the use of store-intercept survey design. The gathered data were then utilized to empirically validate the proposed model by making the use of hierarchical moderated regression.

Findings

Loyalty intentions were found to be driven by emotions of Chinese banking customers. Consequently, in order to better forecast the loyalty intentions of the customers, the emotional aspect is vital and therefore should be incorporated along with other cognitive aspects (value equity, brand equity and relationship equity).

Practical implications

The managers of the banks should make every effort to make the visit of their customers as pleasant as possible as the emotional responses of customers have a significant impact on the formation of loyalty intentions.

Originality/value

The current study holds its unique contribution by including emotions in the service-oriented settings.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 31 no. 4
Type: Research Article
ISSN: 1355-5855

Keywords

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Article
Publication date: 13 November 2017

Sanghyeop Lee, Bee-Lia Chua, Hyeon-Cheol Kim and Heesup Han

In consideration of the lack of research regarding airline lounge customers’ behavior, the purpose of this study was to examine the relationships among brand personality…

Abstract

Purpose

In consideration of the lack of research regarding airline lounge customers’ behavior, the purpose of this study was to examine the relationships among brand personality, self-congruity, functional congruity, positive emotion, customer satisfaction and revisit intentions in airline lounges.

Design/methodology/approach

On the basis of theoretical associations among study constructs, a conceptual model was proposed and tested using the data collected from airline lounge patrons through an online survey.

Findings

The empirical results showed that brand personality was positively related to self-congruity. Self-congruity was significantly associated with positive emotions and functional congruity. In addition, functional congruity was significantly associated with positive emotions. This result also indicated that positive emotion significantly influenced customer satisfaction. The mediation tests showed that both self-congruity and functional congruity significantly affected customer satisfaction through positive emotion. Customer satisfaction was a significant predictor of revisit intentions within the context of airline lounges.

Practical implications

Overall, these results help airline lounge operators understand lounge travelers who become more demanding with regard to brand personality, self-congruity and functional congruity.

Originality/value

This research was the first to test the effectiveness of image congruity theory in the domain of airline lounges. Our findings contribute to the body of knowledge on customer behaviors in airline lounges and image congruity.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 11
Type: Research Article
ISSN: 0959-6119

Keywords

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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…

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

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Article
Publication date: 10 April 2017

Zohaib Razzaq, Salman Yousaf and Zhao Hong

The purpose of this paper is to investigate the significant contribution of emotions along with other conventional loyalty drivers on the loyalty intentions.

Abstract

Purpose

The purpose of this paper is to investigate the significant contribution of emotions along with other conventional loyalty drivers on the loyalty intentions.

Design/methodology/approach

The influence of three conventional loyalty drivers, i.e., value equity, brand equity, relationship equity on loyalty intentions was investigated by further exploring the moderating effects of negative and positive emotions. A sample of 834 Pakistani consumers in the supermarkets and banking industries was studied employing store-intercept survey design.

Findings

Consumer behavior is driven by emotions in both the supermarkets and banking context. Thus, in order to better predict customer loyalty intentions, the emotional component is crucial and should be included along with other cognitive components.

Practical implications

Since customers’ emotional responses throughout service delivery are strongly linked to loyalty, therefore supermarkets and bank service managers need to make sure that the customers experience with their services as pleasurable as possible and for this purpose, customer service employees need to be trained in order to better understand the customers’ emotional responses during the course of service delivery process.

Originality/value

The present study complements the existing literature regarding the role of emotions in service settings and offers a new point of view for the linkage among emotions, customer equity drivers and customer loyalty intentions.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 29 no. 2
Type: Research Article
ISSN: 1355-5855

Keywords

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Article
Publication date: 14 January 2019

Jahyun Song and Hailin Qu

This study aims to investigate how individuals’ regulatory focus affects perceived value and consumption emotions and how differently perceived value and emotions

Abstract

Purpose

This study aims to investigate how individuals’ regulatory focus affects perceived value and consumption emotions and how differently perceived value and emotions influence the future behavioral intentions of ethnic restaurant customers.

Design/methodology/approach

The proposed model was empirically tested with the online survey sent to frequent American travelers who have had dining experiences at Asian restaurants. A total of 435 valid responses were obtained and analyzed by means of structural equation modeling analysis.

Findings

The results indicated that promotion-focused individuals are more likely to perceive both hedonic and utilitarian values, and as a result experience positive emotions while dining at Asian restaurants. On the other hand, prevention focus was not significantly related to either hedonic or utilitarian values in itself, and it has a significant effect on negative emotions. The results also demonstrated that perceived hedonic and utilitarian values directly and/or indirectly influence behavioral intentions through consumption emotions.

Originality/value

This study contributes to existing knowledge on regulatory focus theory by identifying significant theoretical relationships among cognitive and affective consumption responses and regulatory focus. Specifically, the main contributions include suggesting novel perspectives that promotion focus is associated with consumers’ value perception, whereas prevention focus is not, and making a first attempt to discover a relationship between regulatory foci and two general types of consumption emotions (positive and negative emotions) and identifying theoretically important associations that promotion focus (vs prevention focus) is more strongly related to positive emotions (vs negative emotions).

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

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