Emotions,deliberations, and end‐of‐life products

Death is inevitable; yet, not all consumers prepare for death by purchasing end‐of‐life (EOL) products. Using the theory of reasoned action (TRA) and the dual‐process model framework, this study aims to examine the role of emotions and cognitions in influencing consumers' decisions to engage in planning for death. A mixed methodology design was used. Study 1, a qualitative study, uncovered positive and negative emotions and deliberative reasoning that comprise consumers' EOL purchase decision process. Study 2, a quantitative study, confirmed that emotions and deliberations independently and jointly influenced consumers' EOL attitude and behavior and that emotions affected deliberations for both prepaid funerals and wills. Subjective norms outperformed attitude in predicting both products' purchase behavior. These finding supported the dual‐process model of behavior and the TRA in the EOL research context and contributed to the EOL literature by investigating the effects of emotions and deliberations concurrently; thus validating the important role of emotions in influencing EOL planning and purchase. In light of our findings, marketers could, after due cognizance of the morbidity and sensitivity of the topic, develop actionable promotional and segmentation strategies for EOL products and other emotion‐laden, unsought products and service.     

Servir les clients avec le sourire: Source d'épuisement ou de performance chez les employés de centres d'appels?

This study examines the relationships between emotional labour (surface acting, deep acting, and natural expression of positive emotions) and emotional exhaustion and service performance among 215 call centre employees. Of the hypotheses concerning the relation between the three emotional regulation strategies to emotional exhaustion and to service performance, only natural expression of positive emotion is significantly related to both consequences. Results also suggest that neuroticism moderates the link between deep acting and emotional exhaustion: employees with low levels of neuroticism seem more emotionally exhausted when they use deep acting. Copyright © 2016 ASAC. Published by John Wiley & Sons, Ltd.     

Investigating the impact of surprise rewards on consumer responses

Adopting an experimental approach, this research compared surprise rewards with membership discount rewards in terms of their impact on customer responses of delight, frustration and satisfaction. In addition, this research examined the circumstances under which surprise rewards should be offered in order to yield maximum benefits for hospitality firms. In particular, the study examined how the customer's cumulative satisfaction (high vs. low) influences the effectiveness of surprise rewards (vs. membership discount rewards) in increasing customer delight and satisfaction and decreasing customer frustration. Consistent with the theoretical predictions, results show that surprise rewards are more effective than membership discount rewards for enhancing customer delight and satisfaction and attenuating customer frustration, particularly when the customer's cumulative satisfaction is low. These findings have important implications for the hospitality industry. Hospitality managers and marketers could use this information to design effective loyalty reward programs.     

The reversing influence of involvement on the framing effect: The role of emotions and negativity

The Asian disease problem (ADP), as a demonstration of the framing effect, revealed a preference reversal between options perceived as risky and those perceived as certain. This research identifies individuals' involvement level as a moderator of the framing effect. The framing effect in the ADP consisted of emotional choice outcomes regarding human lives. Two studies in this paper demonstrate that when based on emotional choices, the framing effect in high involvement conditions increases in size. Interestingly, this influence of involvement reverses when the framing effect is based on rational choices. The studies reveal that the negativity invoked by the certain loss option is instrumental in the underlying mechanism of the risky choice framing effect, such as that demonstrated by the ADP. Copyright © 2014 ASAC. Published by John Wiley & Sons, Ltd.     

Sense-making of risk and role-taking emotions: how young Swedes construe road traffic risk

The aim of this study is to improve our understanding of how young people make sense of traffic risk. The study also aims to contribute to current theory by refining the concept of ‘sense-making of risk’. The focus is to explore, empirically as well as theoretically, how role-taking emotions can contribute to this particular area of research. In order to chart both the sense-making of social interaction and the respondents’ subjective sense of traffic risk, the present study used both in-depth interviews and focus group interviews: the in-depth interviews comprised a total of 11 interviews with as many interviewees, while a total of 36 people were included in the eight focus group interviews. All interviewees were Swedish residents aged between 16 and 20. It is found that by adopting the perspective afforded by theory of emotion, it is possible to deepen our knowledge of individual sense-making of risk. Both primary emotions and role-taking emotions seem to be central to how young Swedes form their understanding of traffic risk. A focus on role-taking emotions reveals the value of indirect social interaction for the individual’s sense-making of risk in general, and adds to our knowledge of the individual’s sense-making of traffic risk in particular.     

Grief recovery from the loss of a family business: A multi- and meso-level theory

In this article I develop a multi- and meso-level theory of grief recovery time from the loss of a family business. The multi-level aspect of the model suggests how primarily micro theories of grief and sense-making can help explain grief recovery time at the family group level. The meso-level aspect of the model provides insight into recovery from the loss of a family business by proposing how grief dynamics interact at the individual level through emotional intelligence and the family group level through emotional capability. By supplementing theories of grief with those of sense-making, the model provides a deeper understanding of the grief recovery process. This model has implications for scholars and practical implications for family business members and the family unit.     

双峰插云姿态各异——韩柳散文创作比较

韩愈、柳宗元都树“文以明道”的旗帜，韩以道统自居，而柳虽崇儒，却出入佛道。两人著文都是“不平之鸣”，注重文章抒情。韩愈不平既指个人遭际，也指国家命运；柳宗元出言多讽。他们艺术风格也不同，韩文雄奇壮大，柳文缜密峻洁。     

Service provider responses to anxious and angry customers: different challenges, different payoffs

Anxiety and anger, two frequently experienced emotions during service consumption, arise from different appraisals of the eliciting event, i.e., attribution to uncontrollable circumstances and low coping potential for anxiety versus attribution to providers and high coping potential for anger. These appraisal differences were hypothesized to impact the occurrence of supportive provider responses (higher for anxiety than for anger), and the value given to supportive responses by anxious versus angry customers (higher evaluation for anxiety than for anger). It was also hypothesized that, although evaluation of provider response would mediate the relationship between the intensity of both anger and anxiety and satisfaction with the service encounter as a whole, the power of this mediating effect would be stronger for anxiety than for anger. Hypotheses were confirmed in a survey of air travel passengers reporting episodes of anxiety and anger. Implications of these results for challenges and payoffs involved in the development of adaptive response strategies to anxious and angry customers are discussed.     

Empathetic responses to advertising: Testing a network of antecedents and consequences

It has been proposed conceptually that viewers respond to certain advertisements via Empathetic Responses; that is, by feeling with depicted characters. Such deep viewer engagement is especially valued in today’s media environment and is central to dramatic advertising strategies. Nevertheless, Empathetic Responses remain relatively understudied. We situate Empathetic Responses within a model comprising high-level personality domains (within the “Big Five”), lower-level personality facets (multidimensional Trait Empathy), and Perceived Ad Vividness, all as antecedents, as well as consequent Ad-Evoked Feelings. Our findings clarify the composition and function of Empathetic Responses, adding to both basic and applied understandings.

The double-edged sword: The positive and negative effects of switching costs on customer exit and revenge

What happens when customers have to deal with switching costs after a service failure and a poor recovery? This study seeks to address this question by proposing and testing an integrative model that incorporates customers' negative emotions as mediators between switching costs and behavioral outcomes (i.e., loyalty and revenge). The model distinguishes positive from negative switching costs, and inward from outward negative emotions. Analysis of survey data from 280 real customers who actually experienced a service failure and poor recovery with a major telecommunications firm reveals that customers react to switching costs strongly, emotionally, and sub-optimally. In contrast to most findings in the service literature, the results indicate that negative switching costs generate both exit and desire for revenge. Paradoxically, positive switching costs generate both loyalty and an even higher level of desire for revenge. These findings have important implications for the service industry.