Guilt and giving: A process model of empathy and efficacy

This research develops a model of consumer response to charity appeals. Using the Extended Parallel Process Model from the fear appeal literature as a foundation, the current model proposes that empathy and self‐efficacy generate guilt and reduce maladaptive responses, which, in turn, shapes donation intention. The results demonstrate that the impact of empathy on charitable donation intention is fully mediated by guilt and maladaptive responses. The impact of self‐efficacy is partially mediated by guilt and maladaptive responses. Therefore, both empathy and self‐efficacy determine whether guilt or maladaptive responses result. This model clarifies the process through which guilt appeals operate, by identifying the roles of empathy and self‐efficacy. © 2008 Wiley Periodicals, Inc.     

‘I click,therefore I am (not)’: is cognition ‘distributed’ or is it ‘contained’ in borderless e‐learning programmes?

This paper will problematise the notion of distributed cognition in courses across cultural learning borders, by presenting a narrative case study of six learners’ journeys to online learning. I will argue that although distributed cognition is a widely acceptable theory in e‐learning, it is based on an assumption that the ‘distribution’ of cognition is reciprocal between toolmakers, texts and users, when perhaps, in certain instances, it excludes the life (and learning) world of local learners in the global, borderless environment. In these instances the cognition that is assumed to be distributed is, in contrast, ‘contained’ in the narrative‐in‐action that is familiar to the learners, whose situated knowledge is embedded and embodied in a non‐global discourse ( Henning et al., 2000 ).     

Emotional Information Management: Concept development and measurement in public service announcements

Research on emotion as information in persuasive communication and ad response has created a need for a measure of individual abilities in the management of emotional information. Previous measures (e.g., emotional intelligence measures) lack adequate validity and reliability for use in persuasion and advertising contexts. Four studies iteratively refine a parsimonious Emotional Information Management scale that corresponds to theoretical dimensions of the construct and interrelationships between those dimensions—recognition of emotion, regulatory processes of optimistic utilization and management of emotions, as well as cognitive and emotional empathy. Reliability and construct validity are demonstrated, and scale norms are established. Although gender does not affect recognition of emotions or cognitive empathy, females exhibit greater emotional empathy ability, whereas males exhibit greater emotion regulation ability. Measuring emotional information management should contribute to greater understanding of responses to emotion‐laden or emotion‐eliciting persuasive communication (e.g., public service announcements). ©2010 Wiley Periodicals, Inc.     

The Consumer and Advertising Regulation in the Television without Frontiers and Audiovisual Media Services Directives

This paper aims to assess the balance between the commercial interests of broadcaster and advertiser and the interests of the viewer, as well as programme makers. The new Audiovisual Media Services Directive (AVMSD) seeks to clarify and to simplify whilst maintaining the traditional European broadcasting landscape. The recurrent theme of the debate about legislative revision has been based in the vocabulary of consumer choice empowered by technology. The use of this vocabulary then leads to assumptions about the ability of the consumer to make choices. Insofar as those choices existed, they have been limited by developments in the AVMSD and in the broadcasting environment. Despite the claims of the AVMSD about viewer choice, it seems likely that the viewer will have no choice whether to receive commercial communications or not.

Empathic Relationships in Professional Services and the Moderating Role of Relationship Age

Empathy has been identified as a key success factor for employees who interact with customers. Despite its overall relevance, only a few studies have acknowledged its multidimensional nature. Knowledge remains scarce about the relative impact of cognitive and affective empathy on relational outcomes. In addition, few pieces of research have explicitly acknowledged empathy as theorized within stage‐models focusing on the communication of empathy. The authors conceptualize empathy as a multidimensional construct perceived by the client. Empathy has to be communicated to be effective, while customers’ perceptions of empathy may also be more complex as they distinguish between cognitive and affective empathy. This article investigates the effects of perspective taking, emotional concern, and emotional contagion on trust and commitment. Drawing upon relationship stage concepts, the authors further argue that the influence is moderated by relationship age. Finally, this study investigates if employees benefit from being perceived as empathic partners in terms of “hard facts” (objective sales performance). Based on a data set from 215 business clients of a large consulting firm, this study adopts a structural equation modeling (SEM) approach by using multigroup analysis. To test the empathy–performance link, the authors aggregate customer responses nested in 84 employees and link perceived empathy with performance data. The results show that within B2B relationships, perspective taking exerts the strongest influence on trust, whereas emotional concern is the strongest driver for commitment. The results also confirm the moderating role of relationship age and that perspective taking leads to an increase in actual sales performance. This study underpins the relevance of empathy within services marketing, while providing a more detailed approach to account for empathy as a relation building tool. Practical and academic implications are also addressed.     

The effects of empathy on salesperson effectiveness

Empathy is often described as a trait possessed by successful salespeople. Empirical studies that have uncovered a positive relationship between empathy and sales have failed, however, to use empathy measurement techniques deemed appropriate in counseling- psychotherapy, the field where most research pertaining to the empathic construct has been conducted. The research reported in this article examines the relationship between a salesperson's empathy and sales performance by using one of the most clinically acceptable empathy measurement instruments: The Barrett-Lennard Relationship Inventory. The empathy levels of salespersons were determined by new-car customers. Sales representatives' empathy ratings were then compared with their sales performance. The results of the research contradict the a priori assumption that empathy is positively related to sales performance.     

Exploring the conditions under which salesperson work satisfaction can lead to customer satisfaction

A number of recent research studies have demonstrated the presence of a positive link between customer‐contact employees' work satisfaction and customer satisfaction. However, existing studies have largely neglected describing conditions under which the link between these two constructs is stronger or weaker. The authors of this study argue that certain customer characteristics (such as customer trust, customer price consciousness, and the importance of product/service to the customer) and salesperson characteristics (such as empathy, expertise, and reliability) moderate the relationship between salespeople's work satisfaction and customer satisfaction. Balance theory is used to justify the hypotheses of the study. Tests of the hypotheses are based on a dyadic data set collected across manufacturing and services industries in a business‐to‐business context. Results reveal that the link between work satisfaction and customer satisfaction is systematically moderated by the salesperson and customer characteristics under consideration. © 2005 Wiley Periodicals, Inc.     

The Convergence of Mirroring and Empathy: Communications Training in Business-to-Business Personal Selling Persuasion Efforts

Purpose: This study assessed the value of training in mirroring combined with training in empathy in a personal-selling setting when these two supplement training in more conventional areas. To a large extent, this investigation is exploratory. Previous attempts to probe into this topic do not appear in the literature.

Methodology: Students in personal-selling classes acted as sales representatives in an attempt to sell a service (attendance at a seminar) to small retailers. One group was trained in mirroring and another in empathy. Yet another received instruction in both mirroring and empathy. Finally, control-group members received neither mirroring nor empathy training. Chi-square tests, t tests, Tukey k tests, and an analysis of variance were used. The hypotheses were that mirroring and empathy training, and especially mirroring combined with empathy, would perform better than no training in these areas.

Findings: The analysis revealed that those who were trained in mirroring were more successful in obtaining intent to purchase than were control-group members. Likewise, trainees in empathy were more successful than those without training. Both of these experimental groups performed at levels that did not diverge significantly. Members of the group with instruction in both mirroring and empathy contributed more effectively than any other group.

Originality, Value, and Contribution: This is the first published study that systematically examined the effectiveness of both mirroring and empathy training in a personal-selling setting. Previous writings have presented research relating to nonselling functions. Others have discussed the value of mirroring and empathy in narrative that was not supported by data. The findings of this study suggest that both of these topics of coverage have merit when acting as a supplement to more conventional training content. They reveal that sales managers may be more successful in training members of the sales force if mirroring and empathy training is employed. The investigation supplies support for the proposition that this form of instruction can be useful in both academic and practical applications.     

Rejection of Empathy in Negotiation

Trust is a crucial quality in the development of individuals and societies and empathy plays a key role in the formation of trust. Trust and empathy have growing importance in studies of negotiation. However, empathy can be rejected which complicates its role in negotiation. This paper presents a linguistic analysis of empathy by focusing on rejection of empathy in negotiation. Some of the rejections are due to failed recognition of the rejector’s needs and desires whereas others have mainly strategic functions gaining momentum in the negotiation. In both cases, rejection of empathy is a phase in the negotiation not a breakdown.     

When will larger‐sized female models in advertisements be viewed positively? The moderating effects of instructional frame,gender, and need for cognition

A variety of negative consequences for girls and women have been associated with women's and men's viewing unrealistic portrayals of women in advertising. However, research on the positive consequences of presenting larger‐sized women in advertisements, and the conditions under which they are effective, has been lacking. The present research examined such positive effects and found that larger‐sized female models in ads were rated as more attractive when an instructional frame activated nontraditional beliefs (a new women's magazine that features larger‐sized models) than when it activated traditional beliefs (a traditional women's magazine). These effects were more pronounced for women than for men, and particularly for women who scored higher in their need for cognition. The degree to which women generated positive thoughts about themselves in response to the ads tended to correspond with their ratings of increased attractiveness of the models in the ads. Implications of findings for using positive larger‐sized female models in ads are discussed. © 2004 Wiley Periodicals, Inc.     

Impact of empathy with nature on pro-environmental behaviour

Existing studies show the role of empathy with nature in improving attitudes toward the environment. This article demonstrates that induced empathy with nature can improve environmental behaviours and commitments. We find that environmental commitment and behaviour are positively affected by empathy with nature and establish a causal model between empathy with nature and pro-environmental behaviour. We further investigate the relationship between self-construal (interdependent or independent), empathy with nature (existing or non-existing) and pro-environmental behaviour. The results indicate that participants who have empathy with nature display stronger pro-environmental behaviour, particularly in the private domain. Commitment to the environment plays a mediating role in this relationship and self-construal plays a moderating role. Specifically, for individuals with interdependent self-construal, empathy with nature promotes pro-environmental behaviour, whereas for individuals with independent self-construal, empathy with nature has no statistically significant effect on pro-environmental behaviour.     

Investigating the determinants of travel blogs influencing readers' intention to travel

The purpose of this study is to propose and examine a new research model that can capture affective, cognitive and cyber-interactive elements influencing travel blog readers' behavioural intention to travel through affecting their perceived destination image. A survey of 323 blog participants found a strong support for the model. The results indicated that travel blog participants' perceptions of destination image could be a strong predictor of their travel intention. Factors assisting in building affective images (e.g. generating empathy, experiencing appeal) as well as cognitive images (e.g. providing guides) and facilitating interpersonal interactions (e.g. social influence, cybercommunity influence) were found to be critical components significantly influencing bloggers' perceptions of destination image. Theoretical and practical implications of the results were discussed.     

Discovering the variables that influence new home‐buyer service satisfaction

While home builders traditionally think of customer service in terms of upgrades and mortgage options, home buyers are thought to view the quality of service on a much broader basis. Previous research has identified five dimensions of service quality: appearance, reliability, timeliness, knowledge, and empathy. Home‐buyer satisfaction with service quality is then the result of home builders providing services that are perceived as meeting or exceeding buyer expectations. Although much research has been done regarding home‐buyer satisfaction with service quality, there is still a gap between builders' and home buyers' perception of the quality of service. Builders need to identify and understand home‐buyer needs in order to constantly improve service quality. This paper describes an exploratory study that focused on customer satisfaction with service quality. The objective of this study was to assess the correlations between various factors on home‐buyer expectations and their perceptions of service quality. Demographics considered in this study included age, gender and household income, while transaction characteristics included purchase price, number of occupants and house size. Characteristics such as higher income, higher purchase price, and larger house size appeared to value dimensions such as reliability most highly. Characteristics such as lower income, lower purchase price and smaller house size appeared to value dimensions such as empathy and appearance most highly. Gender, age and household size did not have significant associations with expectations or relative importance, but age and household size were associated with actual perceptions of service dimensions. Understanding the influence of these variables on customer satisfaction with service quality can positively impact home builders through improved reputation and increased local referrals.     

The nature of an apology: An experimental study on how to apologize after a service failure

Extant service recovery research treats apology as a dichotomy, in that it is either present or absent, but how it is conveyed is neglected. Based upon social psychological research, this study argues that an apology comprises three different components: empathy, intensity, and timing, which make each apology unique. It is shown that how well an apology is delivered across failure types (outcome vs. process) drives service recovery satisfaction, not its mere presence. Empathy, intensity, and timing separately impact satisfaction. The more empathic and intense the apology is given, the more satisfied respondents are. A late apology decreases satisfaction ratings. Effect sizes indicate that empathy has the strongest impact on service recovery satisfaction followed by intensity and timing. The effect of empathy is stronger for process failures than for outcome failures. Interestingly, the apology’s overall effect size is comparable to that of compensation in case of a process failure.     

Towards a New Paradigm in the Ethics of Women's Advertising

This paper identifies the ethical issues involved with women's advertising, and argues that ads can be successful in generating sales without portraying women as things or as mere sex objects, and without perpetuating various weakness stereotypes. A paradigm shift in advertising appears to be at hand. This new model replaces images of women as submissive or constantly in a need of alteration, with a move to reinstate beauty as a natural thing, not an unattainable ideal. This paper also reviews general ethical issues of the advertising industry, including: (1) that advertising equates the pursuit of material gain with human happiness; (2) that advertising pushes its own values, artificial or false as they may be, as to what is "good" for the consumer; (3) that advertising plays on physical appetites and the body; (4) that advertising strives to bypass rational thinking, by desensitizing the viewer and playing on group dynamics.     

Transformative and restorative consumption behaviors following attachment trauma

This study presents a model of how consumers respond to an attachment trauma for which they feel a substantial degree of personal responsibility. The model is derived from an analysis of the lived experiences, stories, and observations of divorced single mothers, who have experienced an attachment trauma as a consequence of a marriage break down. The trauma involves a dramatic loss of normalcy and certainty, accompanied by negative emotions, such as fear and uncertainty, stress and grief, self‐castigation, guilt and shame, and rumination and depression. In an effort to recover from the trauma and return to healthier emotional states, consumers adopt amelioration strategies characterized by self‐compassion, self‐care, and the (re)building of self‐capabilities. Consumption practices—restorative and transformative in nature—facilitate each strategy, as consumers strive to regain the confidence, sense of control, and equilibrium destroyed by the trauma. The model arguably provides a useful lens to understand other kinds of traumatic events where a sense of heightened personal responsibility prevails.     

Relative Importance of Major Job Performance Dimensions in Determining Supervisors' Overall Job Performance Ratings

This study explores the factor structure of job performance and each performance dimension's relative importance in determining supervisors' overall job performance ratings. We found that the optimal factor structure of job performance includes five dimensions: task performance, organizational citizenship behaviour directed toward the organization and individuals (OCB‐O and OCB‐I, respectively), and counterproductive work behaviour directed toward the organization and individuals (CWB‐O and CWB‐I, respectively). The percent‐based relative weight (%RW) is the highest for task performance in determining job performance, followed by OCB and CWB. Interestingly, the %RW of non‐task performance dimensions directed toward the organization (OCB‐O and CWB‐O) is similar to the %RW of task performance but greater than the %RW of non‐task performance dimensions directed toward individuals (OCB‐I and CWB‐I). Copyright © 2018 ASAC. Published by John Wiley & Sons, Ltd.     

The mediating effects of perception and emotion: Digital signage in mall atmospherics

Digital signage (DS), public screens showing video, is an important, little-researched topic. The “direct” route in the elaboration likelihood model suggests that DS influences cognition, which then influences emotions whereas the “peripheral” route is emotion→cognition. We predict that these operate in parallel and report a survey of mall consumers (n=315). DS has a significant, positive, total effect on approach behaviors, mediated by positive affect and (arguably) perception of mall environment. Results extend the limited capacity model of mediated message processing from television to DS, which predicts the effectiveness of vivid moving visual images as atmospheric stimuli.     

What motivates users' viewing and purchasing behavior motivations in live streaming: A stream-streamer-viewer perspective

Live streaming has offered new opportunities for retailers to increase their sales, hence its reception of continuous scholarly attention. However, understanding the antecedents of viewer watching and purchasing behaviors in live streaming remains largely insufficient. This study thus constructs a framework from a stream-streamer-viewer perspective to provide a deeper understanding of viewer watching and purchasing behaviors. Using flow theory, both stream dimension (social presence and interactivity) and streamer dimension (streamer attractiveness and streamer expertise) as proposed as antecedents of flow, which motivates viewer behavior. Moreover, the optimal stimulation level of viewers (i.e., viewer dimension) was found as a moderator which alters the way stream and streamer dimensions affect flow experience and downstream behaviors. Structural equation modeling was applied on 367 survey questionnaires to test our framework. Results indicate that both social presence and interactivity enhance flow. Furthermore, flow has a significant influence on continuous watching and purchase intention. Meanwhile, optimal stimulation level negatively moderates social presence on flow, but positively moderates interactivity on it.