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Article
Publication date: 20 February 2020

Mehmet Okan and Ayse Banu Elmadag

This paper aims to examine the widespread effects of service actors’ verbal aggression on witness customers’ intentions toward the service organizations through their…

Abstract

Purpose

This paper aims to examine the widespread effects of service actors’ verbal aggression on witness customers’ intentions toward the service organizations through their self-conscious emotions. The moderating roles of the witness customers’ empathic tendencies and the source of aggression are also examined.

Design/methodology/approach

In two scenario-based experiments and by adopting a multifoci approach, severity of mistreatment (aggression vs incivility vs no-mistreatment) and source of mistreatment (employee-to-employee and customer-to-customer) were manipulated to test distinctive effects of witnessing aggression on self-conscious emotions and intentions.

Findings

This study shows that witnessing aggression during service experiences negatively influences customers’ intentions towards the service organization through self-conscious emotions. Moreover, empathic tendencies of customers make these effects more pronounced. It is also shown that witnessing employee-to-employee aggression has a stronger effect on self-conscious emotions and intentions than customer-to-customer aggression.

Research limitations/implications

This paper uncovers the distinctive effects of aggressive behaviors of service actors on self-conscious emotions from the third-party perspective. It is also shown that empathic tendencies can be detrimental to service organizations in certain conditions.

Practical implications

The results warn service managers against verbal aggression because of its negative effects on witness customers. It is suggested that they should try to clarify the incident and restore justice in front of the witnesses.

Originality/value

This paper is one of the first attempts to investigate the distinctive effects of witnessing aggression during service experiences and the roles of self-conscious emotions and emphatic tendencies.

Details

Journal of Services Marketing, vol. 34 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

Book part
Publication date: 23 September 2013

Carrie A. Bulger

The aim of this chapter is to define and explore the group of emotions known as self-conscious emotions. The state of the knowledge on guilt, shame, pride, and embarrassment is…

Abstract

The aim of this chapter is to define and explore the group of emotions known as self-conscious emotions. The state of the knowledge on guilt, shame, pride, and embarrassment is reviewed, with particular attention paid to research on these four self-conscious emotions in work and organizational settings. Surprisingly little research on self-conscious emotions comes from researchers interested in occupational stress and well-being, yet these emotions are commonly experienced and may be a reaction to or even a source of stress. They may also impact behaviors and attitudes that affect stress and well-being. I conclude the review with a call for more research on these emotions as related to stress and well-being, offering some suggestions for areas of focus.

Details

The Role of Emotion and Emotion Regulation in Job Stress and Well Being
Type: Book
ISBN: 978-1-78190-586-9

Keywords

Article
Publication date: 13 July 2021

Xingyu Wang, Priyanko Guchait, Do The Khoa and Aysin Paşamehmetoğlu

The purpose of this paper is to integrate tenets from the appraisal-based model of self-conscious emotions and the compass of shame theory to examine restaurant frontline…

Abstract

Purpose

The purpose of this paper is to integrate tenets from the appraisal-based model of self-conscious emotions and the compass of shame theory to examine restaurant frontline employees’ experience of shame following service failures, and how shame influences employees’ job attitude and behaviors. In addition, employees’ industry tenure is identified as an individual factor influencing the impacts of shame in resorting to literature on aging in emotion regulation.

Design/methodology/approach

Using a survey methodology, 217 restaurant frontline employees and their supervisors in Turkey provided survey data. Partial least squares (PLS) method using SmartPLS 3.3.3 was used for data analysis.

Findings

The results indicated the maladaptive nature of shame following service failures as a salient self-conscious emotion, as it was negatively related to employee outcomes. Moreover, employees’ industry tenure played a moderating role that influences the impacts of shame on commitment to customer service.

Practical implications

Managers should attend to frontline employees’ shame experience depending on their industry experience and adopt appropriate emotion intervention (e.g. cognitive reappraisal) or create error management culture to eliminate the negative effects of shame.

Originality/value

This study advances our understanding of a powerful but understudied emotional experience, shame, in a typical shame-eliciting hospitality work setting (e.g. service failures). Shame has been linked with commitment to customer service and error reporting. In addition, industry tenure has been identified as a boundary condition to help clarify previous inconsistent findings in regard to the adaptive/maladaptive nature of shame.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 8
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 1 January 2005

Chris Bell and Fei Song

This study systematically explored the role of a range of emotions in the conflict process. In order to do so, we articulated and tested a typology of discreet conflict‐relevant…

2670

Abstract

This study systematically explored the role of a range of emotions in the conflict process. In order to do so, we articulated and tested a typology of discreet conflict‐relevant emotion constructs. Emotions were demarcated by the two dimensions of self‐concern versus other‐concern, and motives to approach or withdraw from the other party or conflict. This typology produced four emotion constructs: hostility (self‐focused approach), self‐conscious emotions (self‐focused avoid), relational positivity (other‐focused approach) and fear (other‐focused avoid). Self‐ and other‐blame and self‐ and other‐concern were proposed as cognitive antecedents of emotions and choice of conflict resolution strategy. We measured individual behavior in the conflict using the conflict resolution strategy scale (Rahim & Magner, 1995). A critical incident survey technique was used to gather data on people's self‐report of a conflict experience. We also explored the contextual effects of conflict issue and relative status. Results brought into question the general hypothesis that emotions mediate the effects of cognitive appraisals on choice of conflict resolution strategy. However, there were consistent patterns in the direct links between cognitions, emotions and conflict resolution strategies that shed further light on the complex relationships between these variables.

Details

International Journal of Conflict Management, vol. 16 no. 1
Type: Research Article
ISSN: 1044-4068

Article
Publication date: 6 August 2021

Hee-Kyung Ahn, Seung-Hwa Kim and Wen Ying Ke

This study examines the impact of incidental pride on consumer preference for attention-grabbing products. This effect is mediated by the desire to gain attention. This study also…

Abstract

Purpose

This study examines the impact of incidental pride on consumer preference for attention-grabbing products. This effect is mediated by the desire to gain attention. This study also shows that the effect of incidental pride is qualified by visibility of consumption.

Design/methodology/approach

Using two studies with between-subjects designs, this research examines the difference in preferences for attention-grabbing products between hubristic and authentic pride.

Findings

Individuals who experience hubristic pride (vs authentic pride) show greater preference for attention-grabbing products and have a strong desire to gain attention from others. However, when consumption is perceived as private (vs public), preferences for attention-grabbing products weaken for those who experience hubristic pride.

Research limitations/implications

This research studies the effect of incidental pride on consumer preference. By examining dispositional pride effects, future research may expand these findings, which enrich the literature on emotion. Future research can identify the potential mechanism for the relationship between authentic pride and preference for attention-grabbing products in the context of private consumption.

Practical implications

Marketers and salespersons can guide and recommend products with attention-grabbing features to customers celebrating a friend’s success in recognition of their innate ability. Second, marketers may encourage consumers to buy attention-grabbing products with targeted advertising or emotion-eliciting advertising (i.e., evoke a certain type of pride).

Originality/value

While prior studies focused on basic emotions, this research has investigated self-conscious emotions that are central to consumer behavior. This research contributes to the understanding of self-conscious emotions that affect consumers’ behavioral responses in unrelated situations. Investigating the two facets of pride, the findings show the impact of pride on the preference for attention-grabbing products and reveals that visibility of consumption moderates the effect of pride.

Details

European Journal of Marketing, vol. 55 no. 8
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 20 May 2021

Narjes Haj-Salem and MohD Ahmad Al-Hawari

The purpose of this study is to develop a model that integrates self-conscious emotions (i.e. anticipated guilt and anticipated pride) alongside the theory of planned behavior’s…

2180

Abstract

Purpose

The purpose of this study is to develop a model that integrates self-conscious emotions (i.e. anticipated guilt and anticipated pride) alongside the theory of planned behavior’s key explanatory factors to challenge the idea that recycling behavior is driven mainly by cognitive factors. The model is empirically validated in the United Arab Emirates (UAE), a region where research are lacking despite generating one of the highest per capita solid waste and holding one of the lowest recycling rates.

Design/methodology/approach

The data was collected from the general public in the UAE using a two-wave survey (n = 287). The first wave of data collection measured the constructs except for the actual recycling behavior. The second wave assessed the respondent’s self-reported recycling behavior for the previous fortnight.

Findings

Anticipated guilt, subjective norms, perceived effort and recycling knowledge are the main drivers of the intention to recycle. The latter impacts the actual recycling behavior positively. Attitude toward recycling and anticipated pride failed to predict the intention to recycle. Awareness of consequences triggers only anticipated pride, while the degree of concern is a significant predictor of both anticipated pride and guilt.

Practical implications

One key implication of this research is that governments in the Middle East have not only to focus on cognitive factors but also emotions to promote recycling behavior.

Originality/value

This study adds to the pro-environmental literature by showing that the decision to recycle is not only based on cognitive factors but also anticipated guilt. It is also one of the first that explore recycling behavior in the UAE.

Details

Journal of Social Marketing, vol. 11 no. 3
Type: Research Article
ISSN: 2042-6763

Keywords

Book part
Publication date: 17 March 2010

Kevin J. Eschleman and Nathan A. Bowling

Theorists, such as Darwin and Aristotle, have long argued that facial expressions communicate information about a person's emotional state. Recently, validated coding strategies…

Abstract

Theorists, such as Darwin and Aristotle, have long argued that facial expressions communicate information about a person's emotional state. Recently, validated coding strategies for facial expressions have been developed, which enable researchers to reliably assess a person's affect. Although social, health, and clinical psychologists have regularly employed these objective measures of facial expressions (OMFE), occupational stress and well-being researchers are yet to benefit from this method. The subsequent chapter integrates the facial expression and occupational well-being literature. Specifically, we discuss the advantages of OMFE over self-reports and implications of OMFE for future research on occupational well-being.

Details

New Developments in Theoretical and Conceptual Approaches to Job Stress
Type: Book
ISBN: 978-1-84950-713-4

Article
Publication date: 5 September 2018

Ila Mehrotra Anand and Sanjaya Singh Gaur

A government’s green initiatives are meant to prevent or reduce harm to society. Such initiatives can elicit positive emotions that may lead to generating a supportive public…

Abstract

Purpose

A government’s green initiatives are meant to prevent or reduce harm to society. Such initiatives can elicit positive emotions that may lead to generating a supportive public response to the government. The purpose of this paper is to understand the consumers’ emotional response to government’s actions toward making the society sustainable.

Design/methodology/approach

The scenario-based experimental design is used in this study where one between-subjects manipulation is created for the government’s green actions, and one between-subjects control condition is created. A total of 140 respondents were assigned to experimental and 121 respondents were assigned to control groups using judgmental sampling. Partial least squares based structural equation modeling and confirmatory factor analysis was used for the testing of both structural and measurement model.

Findings

Positive emotions (i.e. gratitude, pride and happiness) that are evoked by the manipulated scenario are found to have a direct impact on the consumers’ outcome behavior (i.e. positive word of mouth, identification with the government, interest in green initiatives of the government and interest in the government’s actions to grow the nation).

Originality/value

The research contributes to the literature on the social sustainability by examining the impact of emotional responses to the government’s green initiatives. This study shows that positive emotions can be evoked in the context of environmental quality by sending the right message to the consumers (i.e. the general public in this case).

Details

Management of Environmental Quality: An International Journal, vol. 30 no. 1
Type: Research Article
ISSN: 1477-7835

Keywords

Article
Publication date: 29 December 2023

Sita Mishra, Tapas Ranjan Moharana and Ravi Chatterjee

This research aims to examine how consumer minimalism (CM), self-conscious feelings (such as consumer guilt (CG) and consumer pride (CP)) and the inclination to use rental…

Abstract

Purpose

This research aims to examine how consumer minimalism (CM), self-conscious feelings (such as consumer guilt (CG) and consumer pride (CP)) and the inclination to use rental services interact. It also looks at how attitudes toward pro-environmental advertisements affect these relationships as a moderator, recognizing the importance of pro-environmental advertising in influencing consumer behavior.

Design/methodology/approach

This study employed a quantitative methodology to investigate the aforementioned associations. Survey questionnaires are used to collect data, which is then analyzed using AMOS 25 and Process Macro to generate meaningful insights.

Findings

The findings indicate that the willingness to use rental services is directly associated with CM, while self-conscious emotions (SCEs) play the role of a mediator in this relationship.

Research limitations/implications

It is essential to recognize the limitations of this study. There may be other variables at play, but the research focuses on SCEs (CG and CP) and their role as mediators. The findings must be interpreted based on the selected research methodology and sample size. Future research could investigate additional variables and enlarge the sample size to increase generalizability.

Practical implications

Targeted marketing can leverage CM, SCEs and willingness to use rental services. Recognizing the moderating effect of attitude toward pro-environmental advertisements can help create more effective campaigns promoting environmental behavior.

Originality/value

Underpinned by SCEs, the current study is one of the initial studies to explain how CM encourages responsible environmental behavior through access-based consumption models.

Book part
Publication date: 17 September 2020

Richard Bagozzi

I present a framework for thinking about personal happiness. Ideas from philosophy are combined with research on happiness from various scientific traditions. But treatments in…

Abstract

I present a framework for thinking about personal happiness. Ideas from philosophy are combined with research on happiness from various scientific traditions. But treatments in philosophy tend to be atomistic, focusing on one narrow approach at the exclusion of others; treatments in psychology tend also to be circumscribed, emphasizing specific hypotheses but at the neglect of overarching theory. My approach posits a far-reaching theoretical model, rooted in goal-directed action, yet mindful of nonpurposive sources of happiness as well. The heart of the theory is self-regulation of desires and decisions, which rests on self-conscious examination and application of self-evaluative standards for leading a moral life in the broadest sense of guiding how we act in relation to others. Seven elements of happiness are then developed and related to the conceptual framework. These encompass love and caring; work as a calling; brain systems underpinning wanting, liking, and pleasure; the need to deal with very bad and very good things happening to us; the role of moral concerns and emotions; the examined life and its distractions; and finally spirituality and transcendental concerns. The final section of the chapter sketches everyday challenges and choices academics face.

Details

Continuing to Broaden the Marketing Concept
Type: Book
ISBN: 978-1-78754-824-4

Keywords

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