Cognitive and affective constituents of the consumption experience in retail service settings: effects on store loyalty

Based largely on the recently growing experiential marketing stream, this study explores the joint effects of cognitive assessments of and emotional responses to service experiences on store loyalty in a retail service setting. Experience-related cognitions and store-related cognitions based on evaluations of the service experience, as well as the subsequent positive and negative emotional responses on the part of the customers, are modeled and investigated in terms of effects on store loyalty. Empirical data were collected through a survey of 518 consumers in four coffee shops of two major chains. The results suggest that consumer evaluations of the service experience and store environment may influence store loyalty, both directly and indirectly, through both negative and positive emotional arousals. The relative effects of each construct through different mechanisms are the primary research questions investigated in this study. Managerial implications and future research directions are also discussed.     

Cognitive and affective components of Aad in a low motivation processing set

It was hypothesized that for television ads the cognitive and affective components of A_ad would predict brand attitude in a low motivation processing set, and that the relative influence of the components would be a function of ad execution format. These hypotheses were supported, and it was found that the program context had little influence on the relationships. © 1995 John Wiley & Sons, Inc.     

Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention

Despite increasing awareness of the importance of customer behaviors in service delivery, understanding consequences relating to employees receives little attention. Therefore, using data from a large electronic firm relating to customers, employees, and managers, this study examines the effects of customer participation and citizenship behavior on employee performance, satisfaction and commitment, as well as indirect effects on turnover intention. Furthermore, the study examines how similarity and likeability moderate the effects of customer participation and citizenship behavior on employee satisfaction. The study also includes a laboratory experiment and provides further support for causal direction. The article discusses marketing implications of the results.     

When the uncountable counts: An alternative to monitoring employee performance

This article presents an alternative viewpoint to the accepted wisdom that detailed performance measurement of individual employees is necessary to achieve superior performance. As we reveal, managers of a market-leading German energy distribution company do not utilize performance measures to manage the performance of their employees; rather, operational excellence is achieved through mechanisms ultimately based on trust and responsibility. Building on observations at this firm, we put forward a set of proposed characteristics of companies that may not require formalised individual performance measurement systems in order to achieve high performance standards.     

Bringing the brand to life: Structural conditions of brand-consistent employee behavior

Continuous brand success can be realized only if the brand promise that is communicated through mass media campaigns is lived up to by customer contact employees. In fact, discrepancies in brand experience may lead to customer confusion and dissatisfaction. However, what does that mean to brand managers? A survey among marketing managers shows that a reorganization of brand management routines is needed in order to bring the brand to life: informal management techniques and employee empowerment are required instead of formal management activities. In this article, we elaborate first steps for the implementation and maintenance of behavioral branding considering findings of our survey as well as implications from management focus groups and best practice examples.     

How to boost frontline employee service recovery performance: the role of cultural intelligence

Service Business - Satisfying complaining customers is challenging, especially when dealing with the increasing number of customers with culturally diverse backgrounds. The purpose of this study is...     

Alleviating job stress to improve service employee work affect: the influence of rewarding

Firms strive to identify interventions that promote customer contact employee (CCE) well-being by mitigating job stress to encourage better service experiences for customers. Drawing on equity theory, this research examines the influences of alternative rewarding approaches on CCE job stress and work-related attitudes, by assessing the effects of intrinsic (social recognition) and extrinsic (monetary) rewarding on CCE job stress, commitment to the organization, and customer orientation. Results of a survey of 220 CCEs from multiple service organizations indicate that social recognition reduces CCE job stress but that, contrary to expectations, monetary rewarding increases it. Moreover, satisfaction with pay has a greater influence on CCE customer orientation than social recognition.     

Defining privacy in employee health screening cases: Ethical ramifications concerning the employee/employer relationship

Issues of privacy and employee health screening rank as two of the most important ethical concerns organizations will face in the next five years. Despite the increasing numbers of social scientists researching personal privacy and the current focus on workplace privacy rights as one of the most dynamic areas of employment law, the concept of privacy remains relatively abstract. Understanding how the courts define privacy and use the expectation of privacy standards is paramount given the strategic importance of the law as a legal socializing agent. This article reports on two federal court decisions involving employer drug and HIV testing whose determinations relied on assumptions about the psychological dimensions of privacy. How the courts define privacy, the outcome of this definition and the ethical ramifications as it affects the employee/employer relationship are discussed.Michele Simms, as an adjunct professor of business communication and organizational behavior, has taught at the University of Michigan, Wayne State University and Oakland University schools of business in Michigan. In addition to teaching, she consults in the areas of worksite wellness, alternative dispute resolution, transition management and change.     

Buying a sponsor's brand: the role of affective commitment to the sponsored team

Sponsorship is increasingly important in a firm's communication mix. Research to date has focused on the impact of sponsorship on brand awareness and its subsequent consequences for image congruency and consumer attitudes towards sponsors' brands. A lesser studied area is the effect of sponsorship on consumers' purchase intentions and behaviours. We argue that existing models of sponsorship driven purchase behaviour fail to account for affective commitment, which mediates relationship between affiliation with the team and social identification with the team. We propose a modified framework describing the effect of sponsorship on purchase intentions in the context of low and high performing sports teams. The framework is tested using structural equations modelling; employing PLS estimation and data collected via online survey of AFL chat room participants. Results confirm the role of affective commitment in sport sponsorship purchase intentions and indicate that team success has a significant influence on fans' purchase behaviours.     

How authentic leadership influences employee proactivity: the sequential mediating effects of psychological empowerment and core self-evaluations and the moderating role of employee political skill

This study aims to examine the relationship between authentic leadership and employee proactive behavior. Based on self-determination theory, we argue that such a relationship is sequentially mediated by psychological empowerment and core self-evaluations. In addition, political skill plays a moderating role in the third stage. These hypotheses are validated by a sample of 65 leaders and 275 subordinates from two private enterprises in mainland China. Results show that authentic leadership (Time 1) influences employees’ proactive behavior (Time 3) through the psychological empowerment (Time 1) and core self-evaluations of employees (Time 2), and the relationship between core self-evaluations and proactive behavior is positively moderated by employees’ political skill. In addition, bootstrapping results also verify the moderating role played by employees’ political skill in the indirect relationship between authentic leadership and proactive behavior through core self-evaluations. Theoretical and managerial implications are further discussed in the light of these findings.     

Identifying the employee of the future

Hewlett-Packard evaluated its future marketing needs and compared it to the capabilities of current employees. This case study is an example of how other companies can ensure they have the best people to meet their strategic goals.     

Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures

While anger is the dominant affective reaction following service failure, little research focused on its potentially damaging effects. Our study examines the impact of anger and related negative affective states on evaluations and behavior following firm-attributed service failure. Gender's moderating role in shaping these consequences is also studied. Scenarios involving failures in a bank and a retail store are used. Overall, angry customers are less satisfied, give lower service evaluations, have higher perceptions of injustice, and give weaker ratings of corporate image. Angry customers also less likely spread positive word of mouth and more likely complain, exhibit negative repurchase intentions, and engage in third-party action. Related negative states differentially impact cognitive evaluations and post-purchase behavior with anger (rage) being the most important predictor in a bank (retail) setting. As the intensity of the negative affective state increases, customers more likely engage in effortful consequences. Gender of the customer and the service employee play minimal roles influencing evaluative and behavioral outcomes.     

高管团队研究:从资源整合到过程整合

从高层梯队理论提出到上世纪90年代初期,高管团队研究主要集中在团队人口统计特征对组织绩效的影响。从上世纪90年代中期到本世纪初,高管团队运作过程的研究开始大量出现。文章综述了2003年以来的高管团队研究文献,基于团队整合的理论基础,总结了资源整合研究、过程整合研究、公司治理背景下的整合研究以及更为宏观的跨文化背景下的整合研究的成果。文章还总结了高管团队研究从资源整合到过程整合的趋势以及研究方法的演进。     

关于当前旧城改造中存在两个突出矛盾问题及对策的探讨

本文就当前旧城改造在拆迁与中存在的拆迁人与被拆迁人和建设中保护与开发两个突出的矛盾问题并提出解决对策.     

Developing a typology of affective responses to advertising

This article identifies—and then validates—a set of categories for use in the measurement of affective responses to advertising. Unlike previous categories developed for this purpose, these are first extracted by cluster analysis and then also subjected to formal tests for reliability and for convergent, discriminant, concurrent, and predictive validity.     

Wearables in the workplace: The brave new world of employee engagement

Organizations increasingly introduce wearable devices, hoping to improve organizational performance. Wearables provide new and unique opportunities for engaging employees with their work and their organizational environment. The performance-related feedback these devices provide is supposed to help both employees and managers navigate the work environment more effectively. Despite the compelling benefits of wearables, they may prove to be detrimental to organizational performance unless a number of ethical issues are addressed. This article provides an overview of the benefits that certain wearable technologies can provide employees and managers, as well as the challenges they may create for organizations.