An investigation of the power of emotions in relationship realignment: The gift recipient's perspective

This study investigates the types of emotions that link a broad spectrum of idiosyncratic, gift‐exchange experiences with specific relationship realignment outcomes. Content analysis and analysis‐of‐variance procedures are used to assess the link between emotions and gift recipients' perceptions of relationship quality. The results demonstrate that rather than the overall amount of felt emotions, it is the balance of positive and negative emotions that is associated with specific relationship outcomes. It also appears that coping processes allow individuals to realize an overall neutral or positive outcome for the relationship, even if negative emotions are experienced. Moreover, different patterns of emotions characterize each of five different relational outcomes of the gift‐receipt experience. These results have theoretical and practical implications for gift exchange as well as other emotion‐laden marketing relationships, such as those found in services and personal selling contexts. © 2004 Wiley Periodicals, Inc.     

Changes in consumption patterns during the COVID-19 pandemic: Analyzing the revenge spending motivations of different emotional groups

People tend to alleviate their negative emotions by shopping. Considering the change of shopping behavior during COVID-19 outbreak, negative emotions are the key contributors to this change. In this light, this study aims to investigate how negative emotions caused by COVID-19 affect shopping behaviors. This study classified consumer groups based on their perceived negative emotions (i.e., anxiety, fear, depression, anger, and boredom). By clustering analysis, four groups (i.e., group of anxiety, depression, anger, and indifference) were derived. Then, this study examined how each of the emotional groups differently affect the shopping-related motivations (i.e., mood alleviation, shopping enjoyment, socialization seeking, and self-control seeking) and shopping behaviors (i.e., shopping for high-priced goods and buying of bulk goods). Results revealed all emotional groups affect socialization seeking and influence high-priced shopping intentions. However, depression and indifference are positively associated with socialization seeking and influence bulk shopping intentions. In addition, other emotions except for anxiety affect mood alleviation and influence high-priced shopping intentions. Finally, anger is associated with self-control seeking and affects bulk shopping intentions. This study enables practitioners and researchers to better understand how people control negative emotions by shopping in pandemic situations such as the current COVID-19 crisis.     

Satisfaction with service recovery: Perceived justice and emotional responses

This study examines the relationship between perceived justice, emotions, and satisfaction during service recovery (SR). The current research work proposes a model analyzing the direct effects of justice on satisfaction, along with its indirect effects, via emotions. A field study that captures consumer perceptions of actual SR situations in the cellular-telephone sector tests the model. The paper investigates the relative effects of the dimensions of perceived justice on satisfaction and the emotions triggered by SR. Results indicate that all three justice dimensions affect satisfaction, with procedural justice showing the strongest relative influence, as well as being the only dimension affecting the emotions. Results also show that negative emotions mediate the effects of justice on satisfaction with SR (SSR).     

“Never eat in that restaurant,I did!”: Exploring why people engage in negative word‐of‐mouth communication

What do consumers want to achieve when they engage in negative word‐of‐mouth communication (N‐WOM)? Two studies explore this question and reveal that consumers pursue specific goals when engaging in N‐WOM and that these goals systematically differ between the specific negative emotions that are experienced. For example, the results reveal that consumers who experience anger engage in N‐WOM to vent feelings or to take revenge. However, disappointed consumers engage in N‐WOM to warn others, and consumers who experience regret communicate with others to strengthen social bonds or to warn them. This reveals the functionality of specific emotions to N‐WOM, and how goals for N‐WOM are associated with these emotions. This demonstrates that rather than being uniform, the content and implications of N‐WOM are contingent on the specific emotions that consumers experience. © 2007 Wiley Periodicals, Inc.     

Materialism and life satisfaction: The moderating roles of alexithymia and product retention tendency

This research examines how alexithymia and product retention tendency affect the relationship between materialism and life satisfaction. Extant research has established that materialism has a negative effect on personal well‐being and that consumer culture and marketing facilitates this effect by encouraging consumers to focus on material pursuits to satisfy extrinsic goals. However, previous research has not explored how emotional personality traits and lifestyle values influence this “dark side” of materialism. Alexithymia is an emotional personality trait that inhibits an individual's ability to identify, describe and regulate emotions. Results from survey data show that alexithymia moderates the effect of materialism on life satisfaction, such that the effect is negative for individuals without alexithymia, but positive for individuals with alexithymia. Moreover, product retention tendency attenuates the negative effect of materialism for individuals without alexithymia, but strengthens the positive effect of materialism for individuals with alexithymia. The theoretical implications of these findings are discussed.     

Bouncing back from a sudden-onset extreme event: exploring retail enterprises’ resilience capacity

ABSTRACT

A feature of recent decades has been the sudden and unexpected occurrence of catastrophic events seriously affecting people and territories. From an economic viewpoint, this has led scholars to pay increasing attention to factors and determinants taking enterprises face-to-face with extreme and catastrophic events, through the resilience lens. In this context, this study aims to contribute to the literature on resilience to natural disasters which is currently still limited in the business and management fields, both theoretically and empirically. This is particularly true as regards retailing, despite the key role played by retail in the aftermath and recovery periods following on from sudden-onset extreme events such as earthquakes.

The 2012 Emilia earthquake is a case in point with which to explore small retail enterprises’ resilience to sudden-onset disasters. Specifically, our empirical research consisted of administering a structured questionnaire to a sample of small retail enterprises which experienced an earthquake. The unit of analysis adopted was the retail enterprise. Data was processed applying Covariance-Based Structural Equation Modeling (CB-SEM). The structural model aims to verify the impact of sales capabilities, market orientation and networking capabilities on the resilience capacity of retail enterprises affected by an extreme event, controlling for certain financial indicators such as suppliers’ payment timeframes and the use of debt capital, as well as respondent age and gender. The findings show that all the antecedents analysed exert a significant and positive effect on small retail enterprises’ resilience capacity and ability to bounce back from natural disasters. Moreover, suppliers’ payment timeframes showed a direct relationship with retail enterprises’ resilience capacity, with lower use of debt capital equalling higher retail business resilience. Age and gender do not exert any significant effect. Scientific, managerial and public policy implications are derived.

Abbreviation: SEM     

It takes two to interact – Service orientation,negative emotions and customer phubbing in retail service work

The purpose of this paper is to empirically explore the relationship between frontline employees' service orientation, negative emotions and handling strategies during situations of customer incivility involving phubbing. In such situations, the logic and the practical implications of service orientation are challenged. Drawing on a survey of 2,940 employees in the Swedish retail sector, the paper shows that service orientation impacts upon how situations involving difficult customers are handled, and that this impact is mediated by employees’ negative emotional reactions. The paper contributes to retail management by pointing to the limitations of solely relying on service orientation and similar ideals in situations of customer incivility.     

The role of numeracy and information load in the tourist decision-making process

The aim of the present study is to merge two strands of research that have evolved in tandem (a) the consequences of numeracy; and (b) the effect of information load on the consumer decision-making process. The study analyses the interaction effect between these two factors on decision accuracy and on a set of cognitive and affective variables of the decision-making process (namely, confusion, calibration, and emotion). We measured participants' numeracy and used an experimental design to manipulate the information load. The results showed that the effect of numeracy on decision accuracy was entirely mediated by cognitive and affective processes involved in decision-making. In particular, numeracy was found to have a negative relationship with the level of confusion, calibration, and emotions experienced during the decision-making process. The results also showed that information load interacted with numeracy, such that individuals with high numeracy maintained lower levels of emotion when placed under conditions of low information load. However, under these same conditions, individuals with low numeracy maintained positive emotions. The findings help to identify approaches that can contribute to reducing the negative effects of low numeracy among consumers, in a context where the online channel predominates (the tourism sector).     

The role of emotional wisdom in salespersons' relationships with colleagues and customers

Emotional wisdom is defined as a set of seven dimensions of basic skills and meta‐narratives concerning how to regulate emotions within specific domains in such a way that the individual's and firm's well‐being are tied together. Using operationalizations of emotional wisdom for salespersons from a wide range of industries (Study 1) and in automotive dealerships (Study 2), with respect to both colleagues and customers, it is discovered that salespeople who score high on emotional wisdom cope differently with socially challenging situations and achieve better social relationships than those who score low on emotional wisdom. © 2010 Wiley Periodicals, Inc.     

Negative emotions of an entrepreneurial career: Self-employment and regulatory coping behaviors

Although we know a great deal about the relationship between self-employment and the experience of positive emotions such as passion, excitement, happiness, satisfaction, and flow, there is some research that suggests that the self-employed may be more susceptible than employees to negative emotions such as stress, fear of failure, loneliness, mental strain, and grief. We draw on the literature on role requirements to develop a model of career pursuit based on individuals' willingness and abilities to regulate these emotions. Using a nation-wide survey of more than 2700 US citizens we show that over and above the effects of positive emotions, the self-employed experienced fewer negative emotions than those who are employed, contingent on their regulatory coping behaviors. We discuss implications of these results for the literature on entrepreneurial emotions.     

Why bad feelings predict good behaviours: The role of positive and negative anticipated emotions on consumer ethical decision making

Research suggests that emotions can greatly influence consumer decision making and behaviours. Notwithstanding, our understanding of the role of anticipated emotions in what is an inherently complex deliberation process—that of consumer ethics—is still quite limited. The present study thus aims to address this gap, in two key ways: first, by measuring the influence of positive and negative anticipated emotions at each stage of the consumer ethical decision making process; and second by describing the specific emotions that most affect each component of the consumer ethical deliberation process and assessing their relative weight in predicting decisions involving ethical issues. Through the examination of 603 ethical situations and using multiple regression analysis, the findings indicate that anticipated emotions can account for up to 59% of the variance in consumer decisions involving ethics. Anticipating the experience of negative emotions as a result of carrying out an unethical behaviour was the affective component found to most influence consumer ethical deliberation process; and anticipated guilt was the discrete emotion exerting the greatest effect on consumer decision making in ethical situations. The findings indicate that more than feeling good, consumers avoid feeling bad; such that ethically favourable decisions emerge to prevent experiencing negative emotions in the future.     

An Examination of Emotional Information Management in Gift Giving and Receipt

Gift giving is prominent in marketplace exchanges and has robust emotional implications for both the giver and recipient. For example, prior to and during the selection of a gift, the giver endures positive and negative emotions, as he/she grapples with selecting the perfect gift, and ponders if the recipient will actually cherish the purchased item. During this dynamic exchange process, emotional recognition, management of emotions, emotional empathy, and anticipated elation are oft experienced by both the giver and recipient. However, research examining such emotions quantitatively in a gifting context is scant and models of these faculties in the gift‐giving milieu are nonexistent. To help fill this research fissure, four studies are developed; they, in general, investigate determinants of feelings linked with the gestation, prestation, and reformulation stages of the gift‐giving event. Specifically, Study 1 (giver's perspective) and Study 2 (receiver's perspective) reveal a mediation void in the models tested. Heeding these results, Study 3 (gift given) and Study 4 (gift received) introduce anticipated elation as a key factor between the aforementioned emotive factors and the emotional responses inherent in the gift‐giving stages, among others. Managerial implications and future research directions are offered.     

The moderating influence of ad framing for ad–self‐congruency effects

Prior research indicates that ad–self‐congruency effects are significant only when participants are not motivated to process ad messages, as when they are in a positive rather than negative affective state (Chang, 2002a). In line with this reasoning, it was expected that ad tactics such as ad framing that can evoke emotional responses would determine reliance on ad–self‐congruency for making judgments. As expected, when positive emotions were evoked by positive ad framing, participants formed brand evaluations based on ad–self‐congruency, generating more positive responses to self‐congruent ad messages than to self‐incongruent messages. In contrast, when negative emotions were elicited by negative ad framing, responses to self‐congruent ad messages and self‐incongruent messages were not significantly different. © 2005 Wiley Periodicals, Inc.     

Make it Your Own: How Process Valence and Self‐Construal Affect Evaluation of Self‐Made Products

Self‐production, participation of consumers in the production process of products for their own consumption, leads to consumers’ enhanced evaluations of the self‐made products. Three experimental studies investigate how and why self‐production affects consumers’ product evaluations and reveal that not all production experiences create additional value for all consumers. In particular, Studies 1 and 2, using hypothetical stories and real experiences, show that only positive (vs. negative) production experiences enhance evaluations of self‐made products over products made by others. Positive (but not negative) experiences decrease the psychological distance between the self and the product and strengthen identification with it. Study 3 manipulates self‐construal (independent vs. interdependent) to investigate its role on evaluation of self‐made products and products made with close others as a group (i.e., group‐made). Consumers with independent self‐construal evaluate self‐made (vs. other‐made) products more favorably only if the process is positive. However, consumers with interdependent self‐construal evaluate self‐made products more favorably even if the process is negative. Additionally, consumers with interdependent (vs. independent) self‐construal exhibit more favorable evaluation of group‐made products. Finally, even if consumers know how another person feels while making a product, other people's process emotions do not affect consumers’ product judgments as strongly as their own experienced process emotions.     

Consumer advocacy: Examining the feeling and doing following a failed service encounter

Dissatisfactory service experiences and consumer complaints following such experiences are everyday occurrences. Prior research has not only examined the emotions experienced because of failed service encounters but also has explored the resultant behaviours towards the service provider and the service. However, prior research does not distinguish between negative word-of-mouth (NWOM) motivated by marketplace-helping behaviour such as consumer advocacy and NWOM as venting triggered by emotions such as anger and frustration. The current study examines the direct relationship between regret and disappointment and consumer advocacy. Unlike past studies, the current study explores two types of customer dissatisfaction: agent based and outcome based. Study 1 uses a vignette methodology, and Study 2 uses experience sampling in which respondents provide personal episodes of failed service encounters. In contrast with a previous proposition, we find that regret has a significant negative relationship with consumer advocacy. Disappointment based on external events demonstrates a significant positive relationship, whereas disappointment caused by another person has a weaker relationship with consumer advocacy.     

Expatriates' identity salience,work stressors,and work–nonwork conflict: Moderating role of gender and marital status

Drawing from identity theory, we proposed individuals with high work salience experienced high work stressors (interpersonal conflict, workhours, and workload), resulting in positive work‐nonwork conflict (WNWC), and individuals with high nonwork salience experienced lower work stressors, resulting in negative WNWC. Furthermore, we tested for the moderating role of gender and marital status in the relationship. The sample for this study consisted of 415 Indian expatriates working in the U.S. information technology (IT) industry. Findings supported the proposed model where work stressors completely conditioned the relationship between work/nonwork salience and WNWC. Work‐salient men worked longer hours compared to work‐salient women and were more prone to WNWC. In married individuals (in both work‐ and nonwork‐salient individuals), increased workload was positively associated with WNWC and long working hours were negatively associated with WNWC. These findings further suggested nonmarried individuals faced more WNWC when compared to married individuals when managing long working hours. Therefore, being married does not necessarily lead to higher levels of all forms of WNWC. Additionally, the participants in this study identified themselves to be more nonwork‐salient. We argue that identity salience predicts role behavioral intentions and emphasize the importance of differentiating expatriates based on their salience. This in turn could help organizations contextualize various challenges faced by work‐ and nonwork‐salient individuals and manage issues in a cost‐effective manner.     

Why consumer animosity reduces product quality perceptions: The role of extreme emotions in international crises

International crises often influence consumers to reject offerings associated with a hostile country. While research has shown that negative emotions mediate the influence of animosity beliefs on consumer behavior, scholars do not examine the specific influence of different discrete emotions. This study extends prior research by demonstrating that extreme negative emotions of contempt and disgust play a key role in explaining the effects of animosity beliefs on behavior. The strength of these emotions results in a degraded image of the target country that is associated with social exclusion and intergroup hatred. In such circumstances, animosity also reduces product quality perceptions and is extremely difficult to manage. The best strategy is to eliminate any connection between the country of origin and the relevant offering. The findings of this study suggest that rather than assessing negative emotions in general, managers should consider the specific emotional reactions elicited by the country under examination.     

Negative emotions,value and relationships: Differences between women and men

Service experiences are characterized by emotions that help shape the value in use received by the customer. Negative emotion plays an important role in all of consumer psychology and all too often consumers experience some degree of negative emotion during a consumption experience. This research sheds light on how these negative shopping emotions experienced by men and women in a typical shopping environment affect value and relationships in the form of shopper behavior, commitment and share of wallet. A theoretical process is explained and modeled with a sample of mall shoppers. Results overall suggest that negative emotions affect the shopping experience more for women than for men in terms of perceived value and loyalty. In contrast, the behavior–commitment relationship is stronger for men.     

Attitudinal effects of ad-evoked moods and emotions: The moderating role of motivation

The role of the moods and emotions evoked by advertisements in shaping the amount and valence of cognitive elaboration, as well as consumer brand attitudes, has recently begun to elicit research interest. It is shown that moods and emotions appear to influence brand attitudes more in low personal relevance (“low motivational involvement”) situations than under high-motivation conditions, by suppressing counterargumentation more in such low motivation situations. Implications are discussed for advertising theory and practice © 1994 John Wiley & Sons, Inc.     

Unlocking the careers of business professionals following job loss: sensemaking and career exploration of older workers

While acknowledging the well established negative aspects of job loss, we present an alternative perspective by exploring the potentially positive outcomes of losing one's job. Drawing on an in depth analysis of qualitative data gathered from thirty interviews with older middle managers in Canada, we explore the mechanisms through which job loss is experienced as a “blessing in disguise”. We consider how individuals make sense of their experience of job loss and how they use career exploration in their framing of job loss and as an opportunity for self‐fulfillment. Copyright © 2007 ASAC. Published by John Wiley & Sons, Ltd.