The role of emotions and social influences on consumer loyalty towards online travel communities

2016 ◽  
Vol 26 (5) ◽  
pp. 534-558 ◽  
Author(s):  
Carla Ruiz-Mafe ◽  
Jose Tronch ◽  
Silvia Sanz-Blas
Keyword(s):  
Social Presence ◽  
Perceived Risk ◽  
Positive Emotions ◽  
Social Influences ◽  
Negative Emotions ◽  
Subjective Norm ◽  
Content Type ◽  
Interpersonal Influences ◽  
Online Travel

Purpose The purpose of this paper is to analyse the role of emotions and social influences on loyalty formation towards online travel communities. Design/methodology/approach The individual (perceived risk) and social (subjective norm and social presence) antecedents of emotions as well as the impact of emotions on attitude and loyalty towards online travel communities are tested through structural equation modelling techniques. The sample consists of 385 active users of online travel communities in Spain. Findings Data analysis shows that perceived privacy and security risk elicit negative emotions such as stress, frustration and fear towards the online travel community. Normative influences (subjective norm) and feeling the presence of other community members (social presence) boost positive emotions towards the online travel community. Interpersonal influences have a positive effect on subjective norm but not external influences. Positive and negative emotions affect preferences towards the online travel community (attitudes) as proposed by social impact theory. Subjective norm and attitude have a direct influence on loyalty towards an online travel community, confirming previous research grounded on theory of reasoned action models. Originality/value Despite the crucial impact of consumers’ affective states on loyalty formation, research on social media is mainly focused on the technological nature of consumer information exchanges, neglecting other drivers of consumer behaviour beyond the technology employed. This paper develops a model that integrates the relationships between consumer emotions and their individual (perceived risk) and social (social presence and subjective norm) antecedents and outcome variables (attitude and loyalty). The role of social influences is analysed, assessing the conjoint impact of one-way communication (interpersonal influences and mass media) and Web 2.0 communications (social presence) on positive emotions and loyalty formation towards the online travel community.

Cognitive and social mechanisms: the role of emotions in creativity through work-based learning from a functionalist perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Wei Liu ◽  
Jing Wei Li ◽  
Qi Wei Zhou
Keyword(s):  
Positive Emotions ◽  
Negative Emotions ◽  
Employee Creativity ◽  
Learning Mechanisms ◽  
Mediation Effects ◽  
Content Type ◽  
Negatively Associated ◽  
Chinese Company ◽  
Positive And Negative Emotions

Purpose From a functionalist perspective, this study aims to examine empirically how positive and negative emotions can exert influence on creativity in the workplace. This study built and tested a theoretical framework that delineates the effect of emotions on employee creativity through different learning mechanisms. Design/methodology/approach Field surveys were conducted in a Chinese company and data were collected from 340 employee-supervisor dyads. Findings The results indicate that positive emotions were positively related to task-related learning and interactional learning, both of which promote employee creativity. Task-related learning mediated the association between positive emotions and creativity. Nevertheless, negative emotions hindered employees from interactional learning and were negatively associated with creativity. Interactional learning mediated the association between negative emotions and creativity. Moreover, the interaction between positive and negative emotions was negatively associated with task-related learning. Originality/value This study contributes to the literature on emotions and employee learning by demonstrating the value of using a functionalist perspective through different procedural mechanisms for employee outcomes and exploring the mediation effects of different learning behaviors in promoting creativity.

Role of brand attachment in customers’ evaluation of service failure

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jose Luis Saavedra Torres ◽  
Monika Rawal ◽  
Ramin Bagherzadeh
Keyword(s):  
Customer Service ◽  
Positive Emotions ◽  
Service Failure ◽  
Negative Emotions ◽  
Research Question ◽  
Brand Attachment ◽  
Content Type ◽  
Coping Tactics ◽  
Practical Implications

Purpose This paper aims to examine the role of brand attachment as a relevant construct in customers’ evaluation after they face a service failure which impacts future consumer behaviors. It mainly answers the research question: does brand attachment cushion or amplify the effect of service failure on customers’ negative emotions? Design/methodology/approach A 2 × 2 × 2 experimental design was conducted. Data analysis was performed with ANOVA and moderated mediation. Findings Customer’s feelings toward a brand (brand attachment) that existed before a service failure occurred can regulate customer’s negative emotions especially when consumer attribute service failure to a controllable cause. This process minimizes the effect of service failure in customer’s satisfaction and consequently increase customer behaviors like word of mouth and loyalty intentions. Research limitations/implications Adding perceived intentionality as a service failure’s attribution could provide another layer of explanation of customer behavior. Also, an expanded study using a sector characterized by higher cost of change and permanent consumption could provide result’s generalizability. Practical implications Brand attachment should be included in the customer service strategy. In a service failure situation, brand attachment becomes part of the “service customer policy” helping customers to regulate their negative emotions. Originality/value This study fills the knowledge gap regarding the role of customers’ positive emotions toward brands when a service failure occurs. The current study extends branding literature by differentiating brand attachment role from coping tactics.

How emotions affect restaurant digital ordering experiences: a comparison of three ordering methods

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Xi Y. Leung ◽  
Han Wen
Keyword(s):  
Positive Emotions ◽  
Negative Emotion ◽  
Negative Emotions ◽  
Restaurant Industry ◽  
Content Type ◽  
Different Types ◽  
Expectancy Disconfirmation ◽  
Quick Service ◽  
The Relationship

Purpose The purpose of this study is to examine the role of consumption emotion in the digital food-ordering experience by comparing the performances of the three digital ordering methods in an experimental design. Design/methodology/approach A research model was developed based on the Feelings-as-Information (FaI) theory and the expectancy-disconfirmation theory. A 3 × 2 between-subjects lab experiment was conducted to compare the three digital ordering methods (online, mobile or chatbot) in two different types of restaurants (quick-service or full-service). Findings The results indicate that the chatbot ordering method evoked more negative emotions and less positive emotions than the other two methods. The online ordering method worked the best for quick-service restaurants, whereas the mobile ordering method was most suitable for full-service restaurants. Both positive and negative emotions (comfort and annoyance) significantly mediated the relationships between the ordering method and internal responses (satisfaction and behavioral intention). Only one negative emotion (anger) significantly mediated the relationship between the ordering method and order amount. Originality/value This is the first study that attempts to explore and compare consumers’ emotional responses resulting from restaurant digital ordering experiences in the context of the three food-ordering methods. The use of the FaI theory strengthens the theoretical foundation of research on emotion in the hospitality field. This study also pioneers the application of chatbot technology in the restaurant industry.

Employee motivation, emotions, and performance: a longitudinal diary study

2019 ◽  
Vol 34 (6) ◽  
pp. 415-428 ◽  
Author(s):  
Abira Reizer ◽  
Yael Brender-Ilan ◽  
Zachary Sheaffer
Keyword(s):  
Job Satisfaction ◽  
Job Performance ◽  
Positive Emotions ◽  
Negative Emotions ◽  
Positive Association ◽  
Autonomous Motivation ◽  
Temporal Variations ◽  
Content Type ◽  
And Performance

Purpose Numerous studies have focused on the effect of motivation on performance in the workplace. The purpose of this paper is to evaluate the somewhat overlooked role of positive and negative emotions as potential mediators of this critical association. Design/methodology/approach The longitudinal study employed multilevel modeling for assessing the effects of motivation, emotions and work satisfaction on job performance. In total, 116 respondents provided 1,044 responses at nine consecutive measurement points. Findings Findings indicated that positive emotions and job satisfaction mediate the positive association between autonomous motivation and performance. Concurrently, negative emotions and decreased job satisfaction mediated the negative associations between controlled motivation and job performance. Research limitations/implications The results address only the within-subject and between-subject analysis of temporal variations in emotions and behavior. Future studies can include higher levels of analysis, such as group, team and organizational contexts. Originality/value This research contributes to self-determination theory by highlighting the role of emotions in understanding how motivation shapes workplace performance.

Control and the emotional rollercoaster of organizational change

2014 ◽  
Vol 22 (3) ◽  
pp. 399-419 ◽  
Author(s):  
Roy Kark Smollan
Keyword(s):  
Organizational Change ◽  
Self Efficacy ◽  
Positive Emotions ◽  
Resistance To Change ◽  
Negative Emotions ◽  
Well Being ◽  
Emotional Reactions ◽  
Cultural Issues ◽  
Content Type

Purpose – The aim of the study is to identify the emotions that arise over issues of control over organizational change, to explore why they occur and what their consequences are for the organizational member. Design/methodology/approach – A total of 24 people from different industries, organizations, hierarchical levels and functional departments were interviewed on their experiences of change and the emotional reactions they produced. Findings – Negative emotions were evoked when members sensed a lack of control, a loss of control or the possibilities of mismanaging control in an organizational change. Positive emotions were reported for those able to exert control over processes and outcomes. The metaphor of the rollercoaster effect of positive and negative emotions was specifically used by a number of participants, while several others referred to an associated metaphor, the grief cycle. Research limitations/implications – Participants were not asked what control over change they preferred, and dispositional and cultural issues were not specifically explored. The limitations of the rollercoaster metaphor are addressed. Research implications include examining the role of traits like locus of control and self-efficacy from a qualitative perspective and identifying the part ethnic or national culture plays in perceptions of control over change. Practical implications – Management needs to allow participation in decision making wherever possible to fortify perceptions of control over change and to develop in members feelings of self-efficacy and well-being. Originality/value – The study demonstrates how control over organizational change produces emotional responses that influence commitment and resistance to change.

scholarly journals Support, opposition, emotion and contentious issue risk perception

2016 ◽  
Vol 29 (2) ◽  
pp. 201-216 ◽  
Author(s):  
Maureen Bourassa ◽  
Kelton Doraty ◽  
Loleen Berdahl ◽  
Jana Fried ◽  
Scott Bell
Keyword(s):  
Risk Perception ◽  
Perceived Risk ◽  
Risk Perceptions ◽  
Nuclear Energy ◽  
Positive Emotions ◽  
Negative Emotions ◽  
Future Research ◽  
Content Type ◽  
Public Issues ◽  
Positive And Negative Emotions

Purpose – Research on emotion in the context of risk perception has historically focused on negative emotions, and has emphasized the effect of these negative emotions on the perception of risk amongst those who oppose (rather than support) contentious issues. Drawing on theory, the purpose of this paper is to hypothesize that both positive and negative emotions are correlated with risk perceptions regarding contentious public issues and that this occurs amongst supporters and opponents alike. Design/methodology/approach – The paper explores the relationship between emotions and perceived risk through consideration of the highly contentious case of nuclear energy in Saskatchewan, Canada. The analysis uses data from a representative telephone survey of 1,355 residents. Findings – The results suggest that positive emotions, like negative emotions, are related to nuclear energy risk perceptions. Emotions are related to risk perception amongst both supporters and opponents. Research limitations/implications – The data set’s limited number of emotion measures and single public issue focus, combined with the survey’s cross-sectional design, make this research exploratory in nature. Future research should incorporate multiple positive emotions, explore opposition, and support across a range of contentious public issues, and consider experimental models to assess causal relationships. Practical implications – The paper offers insights into how public sector managers must be cognizant of the emotional underpinnings of risk perceptions amongst both supporters and opponents of contentious public issues. Originality/value – This paper builds on and expands previous work by considering both positive and negative emotions and both supporters and opponents of contentious issues.

scholarly journals The antecedents of Muslim customers’ intention to invest in an Islamic bank’s term deposits: evidence from a Muslim majority country

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sri Rahayu Hijrah Hati ◽  
Sigit Sulistiyo Wibowo ◽  
Anya Safira
Keyword(s):  
Perceived Risk ◽  
Online Survey ◽  
Perceived Value ◽  
Perceived Quality ◽  
Equation Modeling ◽  
Product Knowledge ◽  
Islamic Banks ◽  
Content Type ◽  
Islamic Bank

Purpose The purpose of this study is to examine the impacts of product knowledge, perceived quality, perceived risk and perceived value on customers’ intention to invest in Islamic Banks. This study specifically examines an Islamic bank’s term deposits. Design/methodology/approach Structural equation modeling was used to analyze the data collected from 217 customers of an Islamic bank in Indonesia using an online survey. Findings This study highlights the central and dual roles of perceived risk as both the independent and the intervening variable that mediates the relationship between product knowledge and Muslim customer intention to invest in an Islamic bank’s term deposits. Research limitations/implications This study only investigates term deposits as one type of investment in Islamic banks. This study contributes to the literature by examining the role of product knowledge, perceived quality, perceived risk and perceived value on Muslim customer intention to invest in Islamic term deposits. Practical implications The results of this study highlight the requirement for Islamic banks to educate customers to improve the depositors’ product knowledge because Muslim customers’ risk and value perception and intention are strongly influenced by product knowledge. Originality/value The investigation of perceived risk is particularly relevant for Islamic financial products because of the inherent nature of risk sharing in Islamic finance. This study investigates the role of product knowledge in influencing the Muslim customers’ perception of risk, quality, value and their intention to invest in Islamic bank term deposits. Ideally, the profit loss sharing concept (PLS) should be applied; however, in this context, revenue sharing is applied because of Indonesia’s central bank regulation.

scholarly journals When election expectations fail: Polarized perceptions of election legitimacy increase with accumulating evidence of election outcomes and with polarized media

PLoS ONE ◽  
2021 ◽  
Vol 16 (12) ◽  
pp. e0259473
Author(s):  
Marrissa D. Grant ◽  
Alexandra Flores ◽  
Eric J. Pedersen ◽  
David K. Sherman ◽  
Leaf Van Boven
Keyword(s):  
Cognitive Dissonance ◽  
Positive Emotions ◽  
Negative Emotions ◽  
The United States ◽  
Fox News ◽  
The Media ◽  
Democrats And Republicans ◽  
Dissonance Theory ◽  
Over Time

The present study, conducted immediately after the 2020 presidential election in the United States, examined whether Democrats’ and Republicans’ polarized assessments of election legitimacy increased over time. In a naturalistic survey experiment, people (N = 1,236) were randomly surveyed either during the week following Election Day, with votes cast but the outcome unknown, or during the following week, after President Joseph Biden was widely declared the winner. The design unconfounded the election outcome announcement from the vote itself, allowing more precise testing of predictions derived from cognitive dissonance theory. As predicted, perceived election legitimacy increased among Democrats, from the first to the second week following Election Day, as their expected Biden win was confirmed, whereas perceived election legitimacy decreased among Republicans as their expected President Trump win was disconfirmed. From the first to the second week following Election Day, Republicans reported stronger negative emotions and weaker positive emotions while Democrats reported stronger positive emotions and weaker negative emotions. The polarized perceptions of election legitimacy were correlated with the tendencies to trust and consume polarized media. Consumption of Fox News was associated with lowered perceptions of election legitimacy over time whereas consumption of other outlets was associated with higher perceptions of election legitimacy over time. Discussion centers on the role of the media in the experience of cognitive dissonance and the implications of polarized perceptions of election legitimacy for psychology, political science, and the future of democratic society.

Reciprocity and commitment in online travel communities

2019 ◽  
Vol 119 (2) ◽  
pp. 397-411 ◽  
Author(s):  
Daniel Belanche ◽  
Luis V. Casaló ◽  
Carlos Flavián ◽  
Miguel Guinalíu
Keyword(s):  
Social Exchange ◽  
Structural Equation ◽  
Social Exchange Theory ◽  
Active Participation ◽  
Equation Modeling ◽  
Relational Capital ◽  
Content Type ◽  
High Level ◽  
Online Travel

PurposeWith social exchange theory as a basis, the purpose of this paper is to seek a better understanding of advice processes in online travel communities, which offer crucial advice for travelers’ decisions. It also predicts that relational capital variables (commitment, reciprocity perceptions) moderate the main relationships.Design/methodology/approachData from a web survey of 456 users of online travel communities affirm the scale’s validity and provide the input for structural equation modeling and multisample analyses of the hypotheses.FindingsHigher levels of commitment reinforce the effect of following past advice on passive and active participation intentions. Users’ perceptions of reciprocity in the community strengthen the influence of following past advice on active participation. However, a high level of reciprocity causes users following past advice to reduce their intentions to continue following that advice.Practical implicationsManagement tactics should specify active and passive participation in online travel communities. Specifically, to encourage the creation of high-quality new content, community managers should create interactive environments marked by high levels of reciprocity and commitment.Originality/valueThis research elucidates the role of relational capital variables in advice processes and advances understanding of online travel communities.

How does daily family-supportive supervisor behavior relieve subordinates' job stress? The effect of ethical leadership and positive emotions

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chongrui Liu ◽  
Cong Wang ◽  
Hongjie Wang ◽  
Donghua Xu
Keyword(s):  
Leadership Development ◽  
Job Stress ◽  
Ethical Leadership ◽  
Positive Emotions ◽  
Experience Sampling ◽  
Content Type ◽  
Mediating Role ◽  
Indirect Relationship ◽  
Family Supportive Supervisor Behaviors

PurposeRelying on a multilevel approach, this paper investigates the day-to-day variations in family-supportive supervisor behaviors influencing subordinates' job stress, as well as the mediating role of positive emotions and the moderating role of ethical leadership.Design/methodology/approachUsing the experience-sampling methodology, the study collected the data from 137 civil servants in China who responded to one daily survey for 10 working days.FindingsWith a total of 1,370 surveys, results supported the hypothesized model linking daily family-supportive supervisor behaviors to daily job stress via subordinates' daily positive emotions. In addition, the study found a moderating effect for ethical leadership positively in the indirect relationship between family-supportive supervisor behaviors and job stress.Practical implicationsThe findings in this study serve practitioners in organizational and leadership development. On the one hand, this study contributes to raising awareness about the importance of improving family-related support in the workplace, in generating subordinates' positive emotions and relieving their job stress. On other hand, the findings highlight the necessity of cultivating ethical leadership for leaders.Originality/valueThis study fulfills an identified need to clarify how and when daily family supportive supervisor behaviors influence subordinates' daily job stress. This study moves beyond previous research by adopting the experience sampling method and demonstrating important cross-level effects of ethical leadership on the within-individual relationship between family supportive supervisor behaviors and job stress.

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