scholarly journals The impact of positive and negative emotions on loyalty intentions and their interactions with customer equity drivers

2017 ◽  
Vol 80 ◽  
pp. 106-115 ◽  
Author(s):  
Yi-Chun Ou ◽  
Peter C. Verhoef
Keyword(s):  
Negative Emotions ◽  
Customer Equity ◽  
Loyalty Intentions ◽  
The Impact ◽  
Positive And Negative Emotions

Impact of nonverbal customer-to-customer interactions on customer satisfaction and loyalty intentions

2020 ◽  
Vol 32 (5) ◽  
pp. 1967-1985 ◽  
Author(s):  
Hongxia Lin ◽  
Meng Zhang ◽  
Dogan Gursoy
Keyword(s):  
Customer Satisfaction ◽  
Positive Emotions ◽  
Negative Emotions ◽  
Hospitality Management ◽  
Content Type ◽  
Nonverbal Interaction ◽  
Loyalty Intentions ◽  
The Impact ◽  
Customer Satisfaction And Loyalty ◽  
Positive And Negative Emotions

Purpose This study aims to examine the relationship among nonverbal customer-to-customer interactions (CCIs), positive and negative emotions, customer satisfaction and loyalty intentions. Design/methodology/approach The conceptual model that was developed using the stimulus-organism-response theoretical framework was tested using a sample of 583 consumers. Findings The results show that kinesics and paralanguage positively affect customers’ positive emotions while proxemics, paralanguage and physical appearance negatively influence their negative emotions. Further, both positive and negative emotions are found to have significant impacts on customer satisfaction and loyalty intentions. Research limitations/implications Theoretically, this study not only contributes to the existing servicescape and customer experience literature but also expands nonverbal interaction research in the hospitality management field. However, results may have limited generalizability to other service settings and other cultural contexts. Originality/value This study is one of the first to investigate the impact of nonverbal CCIs on service experiences.

The impact of customer equity drivers on loyalty intentions among Chinese banking customers

2019 ◽  
Vol 31 (4) ◽  
pp. 980-1002 ◽  
Author(s):  
Zohaib Razzaq ◽  
Ali Razzaq ◽  
Salman Yousaf ◽  
Umair Akram ◽  
Zhao Hong
Keyword(s):  
Positive Emotions ◽  
Survey Design ◽  
Customer Equity ◽  
Unique Contribution ◽  
Content Type ◽  
Marketing Tactic ◽  
Relationship Equity ◽  
Loyalty Intentions ◽  
The Impact ◽  
Chinese Banking

PurposeThe implementation of customer equity drivers (CED) as a crucial marketing tactic to surge customer loyalty intentions has received a considerable importance in the literature. However, most of the research done in the past has mainly centralized around western societies. To make it even more interesting is the fact that the significance of customer emotions has been ignored by the previous studies. Therefore, the purpose of this paper to explore the impacts of CED on loyalty intentions along with exploring the moderating role of customer emotions (positive emotions and negative emotions).Design/methodology/approachA sample of 661 Chinese banking customers was collected by making the use of store-intercept survey design. The gathered data were then utilized to empirically validate the proposed model by making the use of hierarchical moderated regression.FindingsLoyalty intentions were found to be driven by emotions of Chinese banking customers. Consequently, in order to better forecast the loyalty intentions of the customers, the emotional aspect is vital and therefore should be incorporated along with other cognitive aspects (value equity, brand equity and relationship equity).Practical implicationsThe managers of the banks should make every effort to make the visit of their customers as pleasant as possible as the emotional responses of customers have a significant impact on the formation of loyalty intentions.Originality/valueThe current study holds its unique contribution by including emotions in the service-oriented settings.

scholarly journals ROLA CZYNNIKÓW AFEKTYWNYCH NA PRZYKŁADZIE STREFY KOMFORTU NA ZDALNYCH ZAJĘCIACH JĘZYKOWYCH

Neofilolog ◽  
2021 ◽  
pp. 217-235
Author(s):  
Agnieszka Jankowiak
Keyword(s):  
Distance Learning ◽  
Language Learning ◽  
Negative Emotions ◽  
Foreign Language Learning ◽  
Comfort Zone ◽  
Affective Factors ◽  
Language Classes ◽  
The Impact ◽  
Learning Language ◽  
Positive And Negative Emotions

Affective factors are one of the two types of individual factors that influence success in the process of foreign language learning. They consist of personality traits, as well as positive and negative emotions. This emotional dichotomy is also reflected in the popular concept of comfort zone. The aim of this paper is to define the comfort zone in the context of distance learning language classes and to check if and how it is possible to implement this model in research in the field of glottodidactics. The results of empirical research on the perception and experience of the comfort zone during synchronous distance learning classes by philology students are presented and analyzed in order to draw conclusions on the impact of positive and negative emotions on the process and effects of the language distance learning. 

scholarly journals The impact of empathy and perspective-taking instructions on proponents and opponents of immigration

2020 ◽  
Vol 7 (1) ◽  
Author(s):  
Olga M. Klimecki ◽  
Matthieu Vétois ◽  
David Sander
Keyword(s):  
Conflict Resolution ◽  
Perspective Taking ◽  
Negative Emotions ◽  
Political Orientation ◽  
The Impact ◽  
Positive And Negative Emotions

Abstract In many societies, immigration is a conflictual topic, leading to heated exchanges between proponents and opponents of immigration. Such debates on immigration might benefit from the engagement of the discussants in empathy and perspective taking. Although empathy and perspective-taking exercises can be beneficial in some contexts, previous research shows marked differences in people with a rightist versus a leftist political orientation when it comes to their motivation to engage in empathy. The degree to which this applies to perspective taking and to the context of debates on immigration has not yet been tested. The current study, conducted in Switzerland, tested how proponents or opponents of immigration react to instructions for empathy and perspective taking in debates on immigration. The results reveal that, compared with participants in the control condition who had no instructions, proponents of immigration who received instructions were more motivated or willing to engage in empathy and perspective taking. Furthermore, proponents of immigration showed decreases in their positive and negative emotions under the perspective-taking instructions. Conversely, for opponents of immigration, perspective-taking instructions increased their perception of other’s competitiveness compared with participants in the control condition. Taken together, these results underline the importance of taking an individual’s views on immigration into account when implementing interventions for conflict resolution in immigration-related issues.

Formation of Positive Emotions in Physical Exercises

2020 ◽  
Vol 8 (3) ◽  
pp. 22-27
Author(s):  
T. Guruleva
Keyword(s):  
Positive Emotions ◽  
Negative Emotions ◽  
Mental Activity ◽  
Positive Thinking ◽  
Physical Exercises ◽  
The Impact ◽  
Positive And Negative Emotions

The article discusses the impact of positive and negative emotions on the development and health of children. Special attention is paid to the methods of forming positive emotions. The process of mental activity taking into account features of formation of positive thinking is described. The article is addressed to teachers and teachers, students of pedagogical universities, Methodists and parents.

scholarly journals INTERNATIONAL TOURIST’S PERCEPTION OF THE DESTINATION IMAGE: A STUDY APPLIED TO LUANDA, ANGOLA

2021 ◽  
Vol 35 (2) ◽  
pp. 411-418
Author(s):  
Telma VAN-DUNEM ◽  
◽  
Arnaldo COELHO ◽  
Cristela BAIRRADA ◽  
◽  
...  
Keyword(s):  
Structural Equation ◽  
Positive Emotions ◽  
Negative Emotions ◽  
Positive Influence ◽  
Place Identity ◽  
Destination Image ◽  
Optimal Distinctiveness ◽  
The Impact ◽  
Intention To Revisit ◽  
Positive And Negative Emotions

This investigation aims to study the perception of “foreign” tourists regarding the destination image of Luanda, thus evaluating the impact of place identity, optimal distinctiveness and authenticity on positive and negative emotions and how these emotions can influence satisfaction, affective attachment and the intention to revisit. For the analysis of statistical data, the Structural Equation Model was used. Results were based on a sample of 252 tourists. This research showed that place identity influences positive and negative emotions, while optimal distinctiveness and authenticity only impact the positive emotions of the tourist. It was further evidenced that positive and negative emotions have a positive influence on satisfaction, but only positive emotions have an impact on affective attachment and intention to revisit. This investigation shows how positive and negative emotions may link the tourists’ perceptions when visiting Luanda to the relationship they want to maintain with the city and to their willingness to return.

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