The relevance of holistic website perception. How sense-making and exploration cues guide consumers' emotions and behaviors

A multitude of single cues determines consumers' emotional responses to business-to-consumer (B2C) websites. This study suggests that it is imperative to more holistically evaluate websites following the Gestalt approach. Consistent with the landscape model of preference, this study argues that consumers prefer online settings that are high in sense-making and exploration potential as they make consumers feel good and increase their confidence level. The results of two empirical studies indicate that the holistic perception of online settings enhances emotional reactions and leads to desired behavioral outcomes.     

Emotions, store-environmental cues, store-choice criteria, and marketing outcomes

This study integrates extant research relating to store-related cognitions, customer emotions (arousal and pleasure), satisfaction, and loyalty into one framework. The researchers administer a survey to 274 customers in four coffee shops of a major chain. Using these data, the researchers test the hypotheses and model with structural equation modelling. The findings suggest that (a) store-related cognitions differentially affect emotions and customer outcomes (satisfaction and loyalty) and (b) the two emotions of arousal and pleasure differentially mediate the relationships between store-related cognitions and customer outcomes.     

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).     

Firm Performance in the Face of Fear: How CEO Moods Affect Firm Performance

The authors use facial emotion recognition software to quantify CEO mood. Anger or disgust motivates a CEO to work harder to improve his or her situation; thus firm profitability improves in the subsequent quarter. Happy CEOs are less likely to work on hard or unpleasant tasks; thus profitability decreases in the subsequent quarter. In the short term, fear explains the firm's announcement period market performance. However, fear is transient and performance improvement is short term.     

Emotions in negotiation

In this article, we discuss the ways in which emotions influence the course of negotiation. Emotions play a role in the development of relationships among negotiators; they also facilitate or hinder coordination of strategic exchanges. These functions highlight an interplay between information-processing and emotional expressions: intentions are inferred from statements made and nonverbal gestures sent. They are understood as part of an expression game that emphasizes interaction dynamics. They are also understood in terms of the organizational contexts surrounding negotiation. These are some of the themes that surface in the articles contributed to this special issue. An overview of the articles calls attention to key points but also expands on the themes suggested by the authors. The work reported in this issue provides a basis for a continuing research agenda on emotions in negotiation.     

Cruise ship dining experiencescape: The perspective of female cruise travelers in the midst of the COVID-19 pandemic

The cruise dining experience is one of the core elements of the overall cruise travel experience as guests fulfill their cognitive and affective needs in this pleasant environment. Nonetheless, the cruise dining experience has been sparsely researched. There is also no holistic model conceptualizing the cruise ship dining experiencescape. This study explores how under the influence of the COVID-19 pandemic, cruise ship dining environment stimuli dimensions are evaluated by female cruise travelers. Female travelers are the major spenders and travel decision-makers. They are also the dominant customer group in the cruise sector. Their perception of cruise ship dining environment is leading to their positive emotional responses and approach behavior. More precisely, this study demonstrates the potency of the moderating role of a perceived health risk from COVID-19, which strengthens female travelers’ perceptions of the dining atmosphere and interaction with other guests by evoking positive emotions and influencing their approach behavior.     

Spatial and human crowdedness,time pressure,and Chinese traveler word-of-mouth behaviors for Korean restaurants

This study aimed to examine the perceived crowdedness (Human, Spatial), emotions, customer satisfaction, and WOM intentions relationships while visiting a crowded restaurant in Korea. Additionally, it estimated the potential moderating role of perceived time pressure on the proposed structural model. The obtained cross-sectional survey data was evaluated and validated utilizing a systematic analysis process. The results indicated both significant and insignificant relationships of spatial crowdedness and human crowdedness to generate positive and negative emotions. It also determines the critical role of perceived time pressure in moderating the relationship between satisfaction and WOM intentions. The implications for marketing managers and future research directions in restaurants were also discussed.     

Getting a second chance: the role of imagery in the influence of inaction regret on behavioral intent

Prior research has demonstrated that consumers who take an opportunity and are satisfied (satisfied takers) are likely to avail of a future opportunity when it is presented again but those who forsake an opportunity and experience regret (regretful forsakers) are less likely to do so, exhibiting inaction inertia. In this research we demonstrate when and why regret for inaction may result in the intent to avail of a future opportunity and compare this intent with that of satisfied consumers. Specifically, we demonstrate in two studies that (1) when consumers forgo an opportunity and experience regret, they are motivated to avail of a similar opportunity when it is presented in the future, and (2) this intent by regretful forsakers may be more intense than that experienced by satisfied customers due to the elicitation of mental imagery regarding the anticipated consumption episode. All authors contributed equally to this paper.     

Personality,basic emotions,and satisfaction: Primary emotions in the mountaineering experience

Consumption-related emotions – usually operationalized as broad, summary dimensions such as positive and negative emotions or, alternatively, pleasure and arousal – have been shown to be influenced by enduring personality traits and, in turn, to influence customer satisfaction. Experiential tourism activities such as mountaineering evoke powerful emotions that strongly influence tourist satisfaction. Although Zajonc (1980) proposed and more recent neurophysiological evidence confirms that emotions, especially fear, can be primary (can precede cognitions), consumption-related emotions have heretofore been modeled as occurring concurrently with or consequent to cognitive appraisals. Our results show that two basic consumption-related emotions, fear and joy, are influenced by neuroticism and extraversion, respectively, and in turn and in conjunction with cognitive appraisals influence tourist satisfaction. Joy has direct effects on satisfaction that are not mediated by cognitions; fear’s inverse effects on satisfaction are fully mediated by cognitions. These findings extend understandings of trait/basic-emotion relationships and of basic emotions’ roles in satisfaction formation and also, importantly, demonstrate an instance of primary consumer emotions.     

员工幸福感、工作应激与创新行为：感知组织支持的调节作用

结合资源保存理论、积极情绪扩展构建理论和社会交换理论,以工作应激为中介变量、感知组织支持为调节变量,构建员工幸福感影响创新行为的理论模型,使用层次回归分析和Bootstrap技术对249份IT企业员工样本数据进行实证检验。结果发现：员工幸福感对创新行为有显著正向影响;员工幸福感显著负向影响工作应激,同时,工作应激对员工创新行为产生显著负向影响,并且在员工幸福感与创新行为关系间起部分中介作用;员工感知组织支持可以减弱工作应激对创新行为的负向影响,对工作应激的中介效应具有调节作用。