Positive affectivity under work overload: Evidence of differential outcomes

We argue that, although positive affectivity (PA) provides intraindividual benefits when experiencing stress, this resilience to stressors does not necessarily translate into improved evaluations by others. In the context of our research, different outcomes in response to increased role overload are expected on the basis of prior theoretical and empirical research. We found that, under conditions of high role overload, those with high PA did not experience reduced job satisfaction (Study 1). However, supervisor‐rated performance decreased in the context of heightened role overload for those high in PA (Study 2). Thus, PA may help the individual cope, but it may not convert to increased performance ratings as reported by one's supervisor. Copyright © 2015 ASAC. Published by John Wiley & Sons, Ltd.     

空中交通管制员情绪的有效管理

通过对情绪、情绪管理的概念的分析,阐述了在空中交通管制工作中管制员对待情绪的正确态度以及科学管理情绪的方法。     

管理者情绪、国资介入与创新绩效

近年来,越来越多的国有企业通过出资入股的方式嵌入民营企业的改制与治理中,使得广大民营企业拥有更有效的治理措施与融资方式。但在混改对民营企业创新绩效影响的研究中,这种促进效果是否明显仍具有较大争议。从管理者理性迎合的角度出发,以2010—2020年所有上市非ST公司的相关数据为采集样本,通过情绪词典中的情绪词汇与公司年报中相同词语的出现频次来构建管理者情绪指标,以此为基准测定管理者情绪对上市公司创新绩效的影响,并探讨国资介入在两者之间的交互调节效应。实证发现：管理者情绪与企业创新绩效表现为负向相关;国资介入与企业创新绩效表现为正向相关,且能够缓和管理者情绪对企业创新绩效的负向影响作用。     

In-Store Information Programs:

Prior empirical investigations have found in-store information programs have little effect on sales volume. The current study examined the relationship between point-of-purchase information and consumer purchasing and satisfaction. Consumers who responded positively to the information program were found to purchase more from the relevant product category. Additionally, they were more satisfied with their purchases and with the store environment. Food marketers can reap long term direct and indirect benefits by providing information that is salient, easily assimilated and available at the point-of-decision.     

The impact of animal metaphors on consumer response to courtesy advertising

This paper investigates how consumers feel and react to animal metaphor advertising in the context of the public service environment. Three studies are carried out using both field and experimental data. The results show that ads with an animal-like transgressor (vs. a human transgressor) elicit a stronger moral outrage response (e.g., contempt, anger, disgust), which generates a stronger perception of dehumanization toward the transgressor, consequently enhancing the consumers’ persuasive reaction to follow public etiquette. The animal metaphor effect is robust, irrespective of whether the metaphorical objects are high or low in conceptual similarity, but the consumer reaction is more intense when the metaphorical pairing is conceptually high in similarity. However, this effect is diminished when the ad is displayed as a drawing as opposed to a photograph. The implications of the findings for retailers or service providers considering the use of animal metaphor in their ads are also discussed.     

Beyond good and bad: Challenging the suggested role of emotions in customer experience (CX) research

Our paper challenges several notions regarding emotion's role and their influence on the customer experience (hereafter CX). Based on our analysis, we develop the following five propositions to advance our understanding of emotions' role in customer experience research. First, we argue that positive and negative emotions can coexist during the consumption experience. Second, positive emotions do not automatically lead to positive consumption outcomes, and negative emotions may not necessarily generate negative results. Third, positive or negative emotions toward a company employee might not automatically transfer to the company as a whole. Fourth, customers are not apathetic victims of their emotions with no capability to control their emotional experiences. Our last proposition is that consumption emotions are not a purely intrapersonal phenomenon, but that the social context matters and influences the consumption experience. We propose a related future research agenda highlighting opportunities for scholars and managers alike.     

Am I choosing the right career? The implications of COVID-19 on the occupational attitudes of hospitality management students

The hospitality industry is under threat from COVID-19 and the possibility of future crises remains very real. To improve understanding of how such a crisis impacts the attractiveness of pursuing a career in the hospitality industry, this study examines the effects of negative emotions invoked by COVID-19 on hospitality management students’ occupational attitudes. Using a sample of 425 students, we find that in addition to diminishing their occupational identification and in turn, job choice intentions, that the effects of these negative emotions are channeled through three salient motivational pathways, namely self-efficacy, intrinsic and extrinsic motivation, and passion. Thus, the study not only advances theory by providing a more nuanced conceptualization of the effects of negative emotions on occupational attitudes but it identifies important leverage points that can be harnessed to help mitigate the harmful emotional effects of a crisis, such as COVID-19, important and timely contributions that the authors hope will benefit aspiring hospitality industry talent and help restore the attractiveness of careers in the hospitality industry. Future research directions and implications to theory and practice are discussed.     

Foreign company misconduct and how consumers’ punitive intent is influenced by country stereotypes and the perceived similarity between the foreign country and the home country

Using a previously untested similarity contingency model of country stereotypes, this study assesses the effects of country stereotypes, perceived country similarity, and their interplay on emotion-driven punitive intent toward foreign, wrongdoing companies. In Study 1, positive country stereotypes (warmth, competence) mitigate punitive intent by diminishing agonistic emotions (contempt, anger, and disgust). Study 2 demonstrates that perceived similarity with a wrongdoing company’s country of origin moderates the indirect effects of country stereotypes on emotion-driven punitive intent. Compensatory effects between country stereotypes and perceived country similarity emerge; with greater (lower) perceived country similarity, the indirect effects of country stereotypes on emotion-driven punitive intent are weaker (stronger). The results provide companies with relevant insights into (1) why consumers emotionally react as they do to wrongdoing companies of different nationalities and (2) how to counterbalance negative effects of company misconduct by harmonizing elements of countries’ warmth, competence, and perceived country similarity in branding and communication content.     

酒店员工消极情绪的产生与管理对策

员工是酒店价值创造的主体,是提供优质服务的基础。由于酒店业的工作时间长、休息时间短、薪资报酬低等各方面的原因,容易使员工产生消极情绪。员工的消极情绪不仅会对身心健康造成危害,还可能降低酒店的整体服务质量,对酒店的组织绩效造成负面影响。本文通过问卷调查法分析酒店员工消极情绪的来源,以及消极情绪产生之后的行为反应。研究发现,酒店员工常见的消极情绪有12种,分别为压抑、否认、冷漠、白日梦、预备性消极补偿、反向、即时性消极补偿、直接攻击、固执、迁怒、倒退、逆反;酒店员工消极情绪来源包括组织因素、家庭因素、工作因素和个人因素等;酒店员工不同的消极情绪与不同的消极情绪来源相关,且相关程度存在差异;人口统计变量对酒店员工的消极情绪有一定的影响,但影响并不显著。