Cultural variation in response to strategic emotions in negotiations

This research examined how culture influences the effectiveness of the strategic displays of emotions in negotiations. We predicted that in cross-cultural negotiation settings, East Asian negotiators who highly regarded cultural values that are consistent with communicating respect as humility and deference would be more likely to accept an offer from an opposing party who displayed positive as opposed to negative emotion. With a sample of East Asian MBA students, the results of Study 1 confirmed this prediction. Study 2 results replicated this finding with a sample of Hong Kong executive managers and also found they were less likely to accept an offer from a negotiator displaying negative emotion than Israeli executive managers who did not hold humility and deference in such high regard. Implications for strategic display of emotions in cross-cultural settings are discussed.     

Does a leader’s “partiality” affect employees’ proactivity in the hospitality industry? A cross-level analysis

This study examined the impact of leader-member exchange (LMX) differentiation on employees’ proactive customer service performance (PCSP). A cross-level model of LMX differentiation, emotional labor, PCSP, and group positive emotional climate was proposed and tested on a sample of 44 groups consisting of 294 individual frontline employees from 6 hotels located in western, central, and eastern China. The results showed that LMX differentiation at the group level is negatively related to employees’ PCSP, while another variable at the same level, positive emotional climate, is positively related to PCSP. Surface acting and deep acting, two major forms of the regulation of emotional labor, were found to mediate the relationship between LMX differentiation and PCSP. The influence of surface acting and deep acting on the employees’ PCSP is moderated by positive emotional climate at the group level. Additionally, the application of these findings to research and future practice is discussed.     

Influence of servicescape stimuli on word-of-mouth intentions: An integrated model to indigenous restaurants

This study explores the influence of servicescape on consumers’ word-of-mouth intentions using the stimulus-organism-response framework. It focuses on the interaction effects of substantive staging and communicative staging, and discusses the moderating effects of authenticity on the relationship between servicescape and experiential value. The results show that servicescape stimuli influence consumers’ experiential value, which in turn affects their emotions and generates word-of-mouth intentions. Authenticity as a moderator weakens the impact of substantive staging on experiential value. There is an interaction effect between substantive and communicative staging, and this interaction weakens the impact of servicescape on experiential value. The study concludes with practical implications.     

灵活就业人员医疗保险参与及受益归属——基于逆向选择和正向分配效应的双重检验

当前,灵活就业人员医疗保险发展不充分与不平衡的问题格外突出,这不仅会制约医保制度公平性与可持续能力的提高,同时会阻碍经济社会的全面、协调和可持续发展。本文运用中国劳动力动态调查数据(CLDS),研究灵活就业人员参加医保的决定因素以及受益归属,从而为新时期医保制度顶层设计提供决策依据。结果表明:一方面,无论是在参保决策还是险种决策阶段,灵活就业人员的健康风险显著正向影响参保状态,说明逆向选择效应显著存在;另一方面,低收入的参保人利用了更多优质的医疗服务,获得了更多的医保基金补偿,并显著改善了健康状况,因此医保发挥了积极的正向分配作用。但是过高的保障水平,在改善医疗可及性的同时会激发道德风险,从而加剧逆向选择问题并阻碍正向分配效应,对更加公平可持续医保制度的建立造成负面影响。     

Drivers of helpfulness of online hotel reviews: A sentiment and emotion mining approach

Although online hotel reviews (OHR) help consumers in better decision–making, and service providers in better service design and delivery, they are hard to manage due to their high volume, velocity, and veracity. This paper focuses on the drivers of helpfulness of textual OHR, for which we have used text-mining techniques to find the sentiment content, polarity, and emotions; we have also used econometric and machine learning techniques to explain and predict its helpfulness. We found that content and title polarity lead to OHRs being less helpful, whereby this negative relationship gets accentuated with higher sentiment content. On the other hand, while negative emotion with low arousal makes OHR helpful, high arousal makes it less helpful. It has also been noted that after controlling for polarity, sentiment, and emotions, longer reviews are less helpful. Higher quantitative rating, recency of OHR and a reviewer’s past expertise make a review more helpful. Additionally, machine-learning techniques have been found to predict ‘review’ helpfulness marginally better than econometric techniques. This study contributes to OHR literature in terms of its performance, and would also help decision makers in OHR management strategy.     

Novelty: A mechanism of tourists’ enjoyment

Novelty, conceptualized as the experience of something new and different from the everyday, is widely believed to be what defines tourism experiences and makes them enjoyable. The present study tests the mediating effect of novelty on positive emotions in two longitudinal data sets based on daily psychometric diaries. Findings show that the effect of tourism experience on positive emotions is indeed partly mediated by novelty. The mediation effect is similar for average positive emotions as well as for the emotion of interest, suggesting that novelty sparks positive emotions through goal congruence more than by directly triggering interest. Findings affirm that novelty is indeed fundamental and enjoyable in the tourism experience.     

Positive spillover effect and audit quality: a study of cancelling China’s dual audit system

The mandatory dual‐audit and dual‐reporting system (DADRS) for mainland Chinese firms cross‐listed in Hong Kong (AH firms) was abolished in 2010. This study quantifies a positive spillover effect from Hong Kong‐based auditors in the DADRS and examines whether and to what extent this affects the audit quality of AH firms. We find that AH firms exposed to a stronger positive spillover effect have higher audit quality, and the loss of this effect drives the declining audit quality of AH firms after they cancelled the DADRS. This study is among the first empirical works on this research topic.     

基于情感曲线的高速铁路旅客个性化服务评价权重设计

为满足高速铁路旅客日益增长的个性化服务需求,优化现有高速铁路客运服务体系,研究影响高速铁路旅客服务评价的个性化因素。通过服务接触理论划分服务环节、情感曲线量化旅客服务评价,得出旅客服务需求差异,在此基础上设计个性化服务评价权重。结合北京南站、郑州东站,西安北站和成都东站的实地调研数据,对高速铁路旅客个性化服务评价权重的设计方法进行验证,结果表明:考虑乘客的情感曲线进行权重设计能够真实反映旅客个性化服务需求,为优化现有高速铁路客运服务评价体系提供可行方案。     

Immediate or delayed! Whether various types of consumer sales promotions drive impulse buying?: An empirical investigation

In the present study we investigate whether various types of sales promotions together with hedonic shopping motivation (value shopping) and positive affect drive impulse buying. The study further explores the moderation impact of trait constructs viz deal proneness and impulsive buying tendency in impulse buying. In our research, sales promotion tools are classified into four categories namely, (a) monetary-immediate (MI), (b) non-monetary-immediate (NMI), (c) monetary-delayed (MD) and (d) non-monetary delayed (NMD) types of sales promotions. Data were analysed using SEM. Results revealed that out of the four categories of promotional tools only MI and NMI drive impulse buying. Each of MI, NMI, MD and NMD is found to be related to positive affect whereas MI, NMI and NMD impact value shopping but MD does not. The role of IBT and DP as moderators has been evident. The study has significant theoretical as well as managerial implications. Test of mediation confirmed the role of urge to buy as mediator.     

The last taboo?: surfacing and supporting Emotional Labour in HR work

The emotional challenges Human Resource Professionals (HRPs) face, and the work they do in managing emotion in day to day HR practice, have largely gone unacknowledged and unsupported and yet is arguably HR’s most value-added activity. Through in-depth interviews and diary study, we uncover the emotion handling aspect of HR work. Specifically we explore Emotional Labour (EL) which, despite its centrality to HR work, remains under-researched in the HR context. By asking our participants to recount and reflect on emotive interactions, we examine HRPs’ use of EL in their relational work; how they come to learn the emotion display rules of their role; the strategies they use to cope with such emotional demands and the factors that help/hinder this process. Our contribution is to ‘surface’ emotion in HR work and identify how organisations can prepare HRPs for, and support them in, their emotion handling efforts.