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1 – 10 of 161Ryan T Wang and Kyriaki Kaplanidou
This study examines the impact of sport-induced emotions on spectators' purchase intentions towards event sponsors. Spectators who experience positive emotions evoked by a home…
Abstract
This study examines the impact of sport-induced emotions on spectators' purchase intentions towards event sponsors. Spectators who experience positive emotions evoked by a home team victory are found to exhibit stronger purchase intentions towards sponsors regardless of the sponsor's ability to improve spectator emotions. Those who experience negative emotions following home team defeat show heightened purchase intentions towards sponsors perceived capable of improving their negative feelings. Purchase intention decreases when sponsors cannot assist in upwardly managing the negative feelings of spectators. Theoretical and managerial implications for sponsors of spectator sports are provided.
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Jing Jiang, Yanan Dong, Bin Li, Huimin Gu and Larry Yu
Applying affect-as-information theory, this research analyzed the relationship of leader affective presence and employee proactive customer service performance (PCSP) in…
Abstract
Purpose
Applying affect-as-information theory, this research analyzed the relationship of leader affective presence and employee proactive customer service performance (PCSP) in hospitality organizations. It further explored when and how leader affective presence influenced employee PCSP.
Design/methodology/approach
Taking a sample of 110 teams with 361 pairs of leaders and employees in Chinese hotels, a moderated mediation model was tested across individual and team levels using hierarchical linear modeling.
Findings
This study found that leader positive affective presence (LPAP) had a positive effect on employee PCSP, whereas leader negative affective presence (LNAP) had a negative effect on employee PCSP. Employee prosocial motivation mediated the relationship between leader affective presence and employee PCSP. The employee power distance value weakened the LNAP–employee prosocial motivation relationship, which subsequently mitigated the negative indirect effect of LNAP on employee PCSP through employee prosocial motivation.
Research limitations/implications
The sample was drawn from one hotel group in China, which may limit external validity.
Practical implications
Hospitality organizations should emphasize the affective traits of leaders in employee initiatives. Leader affective presence should be considered during recruitment and promotion. Management should pay more attention to employee emotional management and value alignment.
Originality/value
The findings provide deeper insight into the role of LPAP and LNAP in influencing employees’ PCSP. It sheds new light on the mechanisms and conditions through which leader affective presence might heighten or hinder employee PCSP.
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Anna Essén and Solveig Wikström
This paper aims to explore the role of emotions in consumers' evaluations of service quality.
Abstract
Purpose
This paper aims to explore the role of emotions in consumers' evaluations of service quality.
Design/methodology/approach
The study uses empirical qualitative data from in‐depth interviews with 26 senior citizens who are consumers of long‐term residential care services in a Swedish rural community. The empirical findings are analysed inductively in terms of dimensions derived from the literature on the role of emotions in consumers' evaluations of service quality.
Findings
When explaining their overall evaluations of service quality, the respondents referred exclusively to service dimensions that had evoked emotional reactions. However, although these service dimensions were the only ones to influence the consumers' perceptions of service quality, respondents tended to reflect about these dimensions in a cognitive manner. The remaining service dimensions, which did not evoke any emotional memories, did not influence the respondents' perceptions of the overall quality of services rendered.
Research limitations/implications
Emotional reactions can direct the attention of consumers to certain service dimensions, and subsequently trigger cognitive evaluations of these dimensions. The emotional and cognitive responses of consumers to services are thus interrelated. More research is needed into the mechanism of this interaction.
Practical implications
Service providers should recognise that consumers' emotional and cognitive reactions are intertwined. For providers of aged‐care services, this study suggests certain service dimensions that are worthy of further attention in seeking positive evaluations of services from users.
Originality/value
Previous research has tended to distinguish between emotional and cognitive evaluations of services. This study challenges this distinction by demonstrating that dimensions that have traditionally been viewed as “non‐emotional” can be influenced by “emotional” reactions. Thus, the study shows that “emotional bias” can lead to some dimensions having a disproportionate influence on overall evaluations of service.
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Emotions are widely acknowledged decision-making drivers, taking the front seat when managers lack objective information. Existing evidence indicates that negative emotions often…
Abstract
Purpose
Emotions are widely acknowledged decision-making drivers, taking the front seat when managers lack objective information. Existing evidence indicates that negative emotions often lead to the decision to retrench. Contrary to these insights, our research aims to show that negative emotions can sometimes push top managers to withdraw from retrenching marketing activities. By drawing on the affect-as-information approach, this study aims to examine the direct and conditional effects of top managers’ negative emotions on small and medium-sized enteprises (SMEs’) intention to retrench marketing activities during the recent economic crisis caused by the COVID-19 pandemic.
Design/methodology/approach
This study uses a descriptive research design and surveys a sample of 155 chief executive officers from business-to-business (B2B) SMEs in Croatia. The authors empirically test the conceptual framework with hierarchical regression.
Findings
Based on the sample of 155 top managers of SMEs operating in B2B industries, negative emotions positively drive marketing retrenchment. However, additional insights reveal that this relationship is conditioned by crisis severity and SMEs' strategic orientations (exploration and exploitation). The relationship between negative emotions and marketing retrenchment weakens for SMEs severely hampered by the crisis and for SMEs following the exploitative orientation. In contrast, this relationship becomes stronger for SMEs whose business customers have been severely hampered and for SMEs following exploratory orientation.
Originality/value
This research advances the body of knowledge by demonstrating that, depending on the severity of the crisis and the strategic orientation of the SME, top managers may interpret negative emotions quite differently, which eventually has lasting consequences on marketing retrenchment during crises. Therefore, by focusing on emotional microfoundations and unique crisis- and firm-level contingencies, this study goes beyond existing theoretical discussions that contrast marketing retrenchment vs investment and offers a different understanding of why and when SMEs retrench their marketing activities during crises.
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The effect of affect in accounting contexts has recently attracted interest, but numerous questions still remain. Given that affect can significantly impact a variety of…
Abstract
Purpose
The effect of affect in accounting contexts has recently attracted interest, but numerous questions still remain. Given that affect can significantly impact a variety of accounting judgments and decisions in theoretically different manners, the purpose of this synthesis is to understand the state of extant accounting literature in affect and identify directions for future research.
Design/methodology/approach
This synthesis systematically reviews experimental accounting papers related to affect in both theoretical and functional respects. The authors first elaborate on the affect infusion theory as the theoretical foundation for the synthesis. The authors then present the sampling method. In Section 4, the authors conceptually and factually summarize affect accounting papers in terms of four major functional areas: auditing, managerial/corporate accounting, tax and financial accounting. The implications of moderators examined in some papers are also discussed. Finally, the authors conclude by revisiting the importance of affect in accounting contexts.
Findings
Throughout the synthesis, the authors provide future research opportunities with respect to theories, each functional area and other gaps in the accounting literature.
Originality/value
This synthesis contributes to the accounting literature by providing a pathway to understand the development of accounting research on affect, integrating theoretical foundations and offering future research opportunities to advance the literature.
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Aimee Riedel, Rory Mulcahy and Gavin Northey
This paper aims, first, to examine artificial intelligence (AI) vs human delivery of financial advice; second, to examine the serial mediating roles of emotion and trust between…
Abstract
Purpose
This paper aims, first, to examine artificial intelligence (AI) vs human delivery of financial advice; second, to examine the serial mediating roles of emotion and trust between AI use in the financial service industry and their impact upon marketing outcomes including word of mouth (WOM) and brand attitude; and third, to examine how political ideology moderates' consumers' reactions to AI financial service delivery.
Design/methodology/approach
A review of the extant literature is conducted, yielding seven hypotheses underpinned by affect-as-information theory. The hypotheses are tested via three online scenario-based experiments (n = 801) using Process Macro.
Findings
The results of the three experiments reveal consumers experience lower levels of positive emotions, specifically, affection, when financial advice is provided by AI in comparison to human employees. Secondly, across the three experiments, conservative consumers are shown to perceive somewhat similar levels of affection in financial advice provided by AI and human employees. Whereas liberal consumers perceive significantly lower levels of affection when serviced by AI in comparison to conservatives and human employee financial advice. Thirdly, results reveal affection and trust to be serial mediators which explain consumers' WOM and brand attitudes when financial services are provided by AI. Fourthly, the investment type plays an important role in consumers’ reactions to the use of AI.
Originality/value
To the best of the authors’ knowledge, this research is one of the first to study political ideology as a potential moderator of consumers’ responses to AI in financial services, providing novel contributions to the literature. It further contributes unique insights by examining emotional responses to AI and human financial advice for different amounts and types of investments using a comprehensive approach of examining both valence and discrete emotions to identify affection as a key explanatory emotion. The study further sheds insights relating to how emotions (affection) and trust mediate the relationship between AI and WOM, and brand attitudes, demonstrating an affect-attitude psychological sequence that explains consumers’ reactions to AI in financial services.
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Rory Francis Mulcahy and Aimee Riedel
The purpose of this paper is twofold. First, it seeks to extend service and retailers understanding of how the inclusion of haptics can gamify digital service experiences. Second…
Abstract
Purpose
The purpose of this paper is twofold. First, it seeks to extend service and retailers understanding of how the inclusion of haptics can gamify digital service experiences. Second, it seeks to understand the moderating role of consumers orientation towards adventure in service experiences.
Design/methodology/approach
This research adopts a two-study, 2 (haptic technology: present vs absent) × 2 (adventure orientation: high vs low) to test the proposed hypotheses (Study 1 n = 210, Study 2 n = 452). The data are tested using ANCOVA's and Hayes PROCESS Macro to investigate mean differences and the potential presence of two different moderated mediated relationships.
Findings
The results are consistent across the two experimental studies evidencing that the inclusion of haptics to gamify the service experience leads to significantly improved outcomes for service brands and channels. Further, the results demonstrate that the impact of haptics is greater for consumers with a lower, compared to higher, sense of adventure. Thus, the results demonstrate that whilst haptics improves consumers experiences with technological services overall, this is more prevalent for those who have “less sense of adventure”.
Originality/value
This paper sheds insight into the emerging area of haptic technology and is one of the first to specifically examine the impact of consumers “sense of adventure.”
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Ethan Pancer, Matthew Philp and Theodore J. Noseworthy
Recent research has demonstrated that people are more likely to engage with fatty food content online. One way health advocates might facilitate engagement with healthier…
Abstract
Purpose
Recent research has demonstrated that people are more likely to engage with fatty food content online. One way health advocates might facilitate engagement with healthier, calorie-light foods is to alter how people process food media. This research paper aims to investigate the moderating role of viewer mindset on consumer responses to digital food media.
Design/methodology/approach
Two experiments were conducted by manipulating the caloric density of food media content and/or one’s mindset before viewing.
Findings
Results show that the relationship between nutrition and engagement is moderated by consumer mindset, where activating a more calculative mindset before exposure can elevate social media engagement for calorie-light food media content.
Research limitations/implications
These findings contribute to the domain of obesogenic digital environments and the role of nutrition in consuming food media. By examining how mindsets interact with affective evaluations, this work demonstrates that a default mindset based on instinct can be shifted and thus alter subsequent behavioral intentions.
Practical implications
This work provides insight into what can boost the visibility and engagement of healthy food content on social media. Marketers can help promote healthier food media by cueing consumers to think more deliberately before exposure.
Originality/value
This research builds on recent work by demonstrating how to boost engagement with healthy foods on social media by cueing a more thoughtful mindset.
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Yichen Zhao, Shoujiang Zhou and Qi Kang
People frequently experience a conflict between immediate pleasure and long-term health when consuming healthy food. This study investigates how anthropomorphizing healthy food…
Abstract
Purpose
People frequently experience a conflict between immediate pleasure and long-term health when consuming healthy food. This study investigates how anthropomorphizing healthy food influences consumers’ sense of pleasure and their subsequent food preferences.
Design/methodology/approach
Using different samples and food items, the authors conducted five online or laboratory studies to provide empirical support for the research hypothesis, rule out potential alternative explanations, and demonstrate boundary conditions.
Findings
By conducting five empirical studies involving self-reported and actual eating preferences, this study found that anthropomorphism increases consumer preference for and actual intake of healthy food. Such an anthropomorphism effect is driven by the increased positive affect evoked by anthropomorphism. However, this positive effect is suppressed for consumers who experience low trust in their affective feelings. Additionally, the effect is weakened when consumers readily attribute their affective feelings to a target-irrelevant source.
Originality/value
This study contributes to the literature on healthy consumption, anthropomorphism, and mood, revealing whether and how food anthropomorphism affects consumers. For marketers in the field of healthy food and relevant policymakers, anthropomorphic means can be employed, such as giving products human names, to enhance consumer preference for them. Moreover, anthropomorphizing can help alleviate consumers’ concerns about the relative lack of pleasurable taste in healthy foods and compensate for the lack of hedonic value that consumers may feel, thereby enhancing consumer welfare.
Highlights
Anthropomorphism increases consumer preference for healthy food and actual intake of it.
The anthropomorphism effect is driven by the increased positive affect evoked by anthropomorphism, through which affective feelings offer evaluative and decisional informativeness for judgments and decision-making.
The positive effect of anthropomorphism is suppressed for consumers who experience low trust in their affective feelings.
The anthropomorphism effect is weakened when consumers readily attribute their affective feelings to a target-irrelevant source.
Anthropomorphism increases consumer preference for healthy food and actual intake of it.
The anthropomorphism effect is driven by the increased positive affect evoked by anthropomorphism, through which affective feelings offer evaluative and decisional informativeness for judgments and decision-making.
The positive effect of anthropomorphism is suppressed for consumers who experience low trust in their affective feelings.
The anthropomorphism effect is weakened when consumers readily attribute their affective feelings to a target-irrelevant source.
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Michael Howe, Chu-Hsiang (Daisy) Chang and Russell E. Johnson
Research on self-regulation has tended to focus on goal-related performance, with limited attention paid to individuals’ affect and the role it plays during the goal-striving…
Abstract
Research on self-regulation has tended to focus on goal-related performance, with limited attention paid to individuals’ affect and the role it plays during the goal-striving process. In this chapter we discuss three mechanisms to integrate affect within a control theory-based self-regulation framework, and how such integrations inform future research concerning employee stress and well-being. Specifically, affect can be viewed as a result of velocity made toward one’s desired states at work. Fast progress results in positive affect, which enhances employee well-being and reduces the detrimental effects associated with exposure to occupational stressors. On the other hand, slow or no progress elicits negative affect, which induces employee distress. Second, affect can also be considered an input of self-regulation, such that employees are required to regulate their emotional displays at work. Employees who perform emotional labor compare their actual emotional display against the desired display prescribed by display rules. Third, affect can function as a situational disturbance, altering employees’ perceptions or assessments of the input, comparator, and output for other self-regulatory processes.
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