scholarly journals The effect of facial expression on emotional contagion and product evaluation in print advertising

2020 ◽  
Vol 55 (3) ◽  
pp. 375-391 ◽  
Author(s):  
Giuliana Isabella ◽  
Valter Afonso Vieira
Keyword(s):  
Facial Expression ◽  
Positive Emotions ◽  
Emotional Contagion ◽  
Psychological Theory ◽  
Product Evaluation ◽  
Theoretical Explanation ◽  
Print Advertising ◽  
Content Type ◽  
Evaluation Scores ◽  
And Gender

Purpose The purpose of this paper is to investigate the emotional contagion theory in print ads, and expand the literature of smiling to different type of smiles and gender congruency. Emotional contagion happens when an emotion is transferred from a sender to a receiver by the synchronization of emotions from the emitter. Drawing on emotional contagion theory, the authors expand this concept and propose that smiles in static facial expressions influence product evaluation. They suggest that false smiles do not have the same impact as genuine smiles on product evaluation, and the congruence between the model gender–product in a static ad and the gender of the viewer moderates the effects. Design/methodology/approach In Experiment 1, subjects were randomly assigned to view one of the two ad treatments to guard against systematic error (e.g. bias). In Experiment 2, it was investigated whether viewing a static ad featuring a model with a false smile can result in a positive product evaluation as was the case with genuine smiles (H3). In Experiment 3, it was assumed that when consumers evaluate an ad featuring a smiling face, the facial expression influences product evaluation, and this influence is moderated by the congruence between the gender of the ad viewer and the product H gender of the model in the ad. Findings Across three experiments, the authors found that the model’s facial expression influenced the product evaluation. Second, they supported the association between a model’s facial expression and mimicry synchronization. Third, they showed that genuine smiles have a higher impact on product evaluation than false smiles. This novel result enlarges the research on genuine smiles to include false smiles. Fourth, the authors supported the gender–product congruence effect in that the gender of the ad’s reader and the model have a moderating effect on the relationship between the model’s facial expression and the reader’s product evaluation. Originality/value Marketing managers would benefit from understanding that genuine smiles can encourage positive emotions on the part of consumers via emotional contagion, which would be very useful to create a positive effect on products. The authors improved upon previous psychological theory (Gunnery et al., 2013; Hennig-Thurau et al., 2006) showing that a genuine smile results in higher evaluation scores of products presented in static ads. The theoretical explanation for this effect is the genuine smile, which involves contraction of both zygomatic major and orbicularis oculi muscles. These facial muscles can be better perceived and transmit positive emotions (Hennig-Thurau et al., 2006).

Family business identity, consumer product evaluations and firm size

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anyuan Shen ◽  
Surinder Tikoo
Keyword(s):  
Family Business ◽  
Firm Size ◽  
Interactive Effect ◽  
Product Evaluation ◽  
Theoretical Explanation ◽  
Consumer Product ◽  
Product Evaluations ◽  
Content Type ◽  
Identity Information ◽  
Identity Disclosure

Purpose This study aims to examine the relationship between family business identity disclosure by firms and consumer product evaluations and the moderating impact, if any, of firm size on this relationship. Toward this end, the study seeks to develop a theoretical explanation for how consumers process family business identity information. Design/methodology/approach A qualitative pre-study was conducted to obtain preliminary evidence that consumers’ perceptions of family businesses originate from both family- and business-based category beliefs. A product evaluation experiment, involving young adult subjects, was used to test the research hypotheses, and the experiment data were analyzed using MANOVA. Findings The key finding was that the effect of family business identity disclosure on consumer product evaluations is moderated by firm size. Practical implications This research has implications for businesses seeking to promote their family business identity in branding communications. Originality/value This research provides a theoretical account of why consumers might hold different perceptions of family business brands. The interactive effect of firm size and family business identity information disclosure on consumer product evaluations contributes new insight to family business branding.

How pride influences product evaluation through construal level

2018 ◽  
Vol 52 (7/8) ◽  
pp. 1750-1775 ◽  
Author(s):  
Pianpian Yang ◽  
Qingyu Zhang
Keyword(s):  
Positive Emotions ◽  
Cognitive Appraisal ◽  
Product Evaluation ◽  
Future Research ◽  
Construal Level ◽  
Content Type ◽  
Behavior Study ◽  
Real Behavior ◽  
Construal Levels ◽  
Authentic Pride

Purpose This research aims to investigate how consumers’ authentic pride versus hubristic pride affects different construal levels of mind-sets and subsequent product evaluation by activating local versus global cognitive appraisal tendencies. Furthermore, this research also examines how lay theories impact the effects of pride on construal levels and how power moderates the effect of hubristic versus authentic pride on product preferences varying in construal levels. Design/methodology/approach Drawing on cognitive appraisal and construal level theories, this research conducts eight experimental studies to test the hypotheses with an ANOVA, bootstrap analysis and binary logistic regression analysis. The details of the experiments are presented in the paper. Findings The results show that people feeling authentic (hubristic) pride dominantly adopt a lower (higher) level of construal, and consequently put more weight on feasibility over desirability (desirability over feasibility) attributes. Authentic pride’s inclination to appeal behavior-specific appraisals triggers local appraisal tendencies and bestows lower construal levels, whereas hubristic pride’s inclination to connect the entire self triggers global appraisal tendencies and confers higher construal levels. Incremental (vs entity) theorists are likely to attribute the pride experience to their efforts (traits), and thus feel authentic (hubristic) pride. Furthermore, the product preferences of people experiencing authentic vs hubristic pride depend on their power state. Research limitations/implications Notwithstanding the importance of this research, it is worthwhile to note some of its limitations to encourage future research. First, eight studies in the lab were conducted, but no real behavior study was conducted. Although there is a high correlation between the results of lab studies and those of real behavior studies, the authors encourage future researches to elicit the consumers’ pride in the actual consumption situation using a real behavior study. Furthermore, this research mainly focuses on pride, and does not examine other positive emotions, e.g. happiness. Therefore, the authors encourage future research to examine other positive emotions. Practical implications The findings suggest that it is appropriate to use construal levels to match consumers’ pride types. In fact, marketers can induce hubristic pride or authentic pride in ads by simply using words or sentences (“feeling proud because of your hard work” or “feeling proud, you are so superior and remarkably unique”), and present either higher- or lower-level construal of desired behaviors to improve advertising effects. Originality/value The research contributes to literature by documenting how hubristic/authentic pride can affect distinct construal levels via activating global/local appraisal tendencies. And this research thoroughly illustrates the mechanism by which hubristic/authentic pride activates global versus local appraisal tendencies. More importantly, this research finds how lay theories affect construal level given a pride experience and it also corroborates the moderating effects of power in the proposed relationship, which establish the boundary conditions of the effects of prides on construal levels.

scholarly journals Smile for a while: the effect of employee-displayed smiling on customer affect and satisfaction

2017 ◽  
Vol 28 (2) ◽  
pp. 284-304 ◽  
Author(s):  
Tobias Otterbring
Keyword(s):  
Customer Satisfaction ◽  
Positive Emotions ◽  
Positive Impact ◽  
Emotional Contagion ◽  
Service Encounter ◽  
Frontline Employees ◽  
Affective States ◽  
Main Hypothesis ◽  
Content Type ◽  
Quasi Experimental

Purpose The purpose of this paper is to investigate the effect of employee-displayed smiling on customers’ affective states (pleasure, arousal, and dominance) and satisfaction. Building on the stimulus-organism-response framework and theories of emotional contagion and feelings-as-information, the main hypothesis was that a smiling (vs non-smiling) employee significantly increases customer satisfaction through the mediating influence of pleasure. Design/methodology/approach The study used a quasi-experimental two-group between-subjects design. A total of 210 customers at a large retail bank had a brief service encounter at the store entrance with a smiling (vs non-smiling) bank teller. Customers then went into the bank to do what they came to do. Before leaving the bank, customers completed a survey that included demographic information, affect (pleasure, arousal, and dominance), and measures of customer satisfaction. Findings A smiling (vs non-smiling) employee had a significant positive impact on customer satisfaction. This effect was mediated by pleasure, but also, to a weaker extent, by dominance. These results contradict previous claims that smiling-induced emotional contagion does not remain throughout the completion of a service encounter. Practical implications Managers should encourage, and potentially train, employees to act in ways associated with positive emotions. Managers could also hire employees based on how good they are at acting and expressing themselves in a genuinely positive manner and create a pleasant store atmosphere so that the feelings and behaviors displayed by frontline employees are genuine rather than inauthentic. Originality/value This is the first experimental field study to examine the isolated effect that employee-displayed smiling has on customers’ affective states and satisfaction. The results provide more direct evidence for the psychological processes justified by emotional contagion and feelings-as-information theories. Furthermore, the finding that dominance mediates the smiling-satisfaction link has never been shown before.

Spreading joy: examining the effects of smiling models on consumer joy and attitudes

2015 ◽  
Vol 32 (6) ◽  
pp. 459-469 ◽  
Author(s):  
Hanna Berg ◽  
Magnus Söderlund ◽  
Annika Lindström
Keyword(s):  
Facial Expression ◽  
Design Methodology ◽  
Experimental Studies ◽  
Emotional Contagion ◽  
Consumer Response ◽  
Self Report ◽  
Content Type ◽  
Packaging Design ◽  
Positive Effects ◽  
Positive Attitudes

Purpose – The purpose of this paper is to examine consumer response to pictures of smiling models in marketing, focusing on the roles of emotional contagion from the smiling models and the perceived typicality of marketing with smiling models. Design/methodology/approach – This paper reports the findings from three experimental studies, comparing consumer response to two versions of an advertisement (Study 1) and a packaging design (Study 2 and 3), including either a picture of a smiling or a non-smiling model. To measure consumer response, a combination of self-report questionnaires and eye-tracking methodology was used. Findings – The pictures of smiling models produced more consumer joy and more positive attitudes for the marketing. The positive effects on attitudes were mediated by consumer joy, and the effects on consumer joy were mediated by the perceived typicality of the marketing with smiling models. Originality/value – Despite the ubiquity of photos of smiling faces in marketing, very few studies have isolated the effects of the smile appeal on consumer response to marketing objects. By comparing marketing where the same model is shown smiling or with a neutral facial expression, the positive effects were isolated. The roles of emotional contagion and perceived typicality in this mechanism were also examined and implications of the findings for research and practitioners are discussed.

Innovative work behaviors, employee engagement, and surface acting

2019 ◽  
Vol 57 (11) ◽  
pp. 3200-3216 ◽  
Author(s):  
Tung-Ju Wu ◽  
Yenchun Jim Wu
Keyword(s):  
Work Engagement ◽  
Emotional Labor ◽  
Positive Emotions ◽  
Emotional Contagion ◽  
Innovative Behavior ◽  
Surface Acting ◽  
Marketing Department ◽  
Content Type ◽  
Positive Effect

Purpose The purpose of this paper is to explore the relationship between positive and negative emotional contagion by supervisors and innovative behavior by employees in the marketing department at China Mobile, as well as investigating the mediating roles of work engagement and surface acting in this path. Design/methodology/approach The authors analyzed emotional contagion on innovative behavior and investigated the mediation effect of work engagement and surface acting, and used structural equation modeling to test the hypotheses. Subjects in this study comprised 263 dyads of supervisors and employees (131 supervisors and 263 employees) in the marketing department at China Mobile. Findings The results indicated that positive emotions by employees mediated the positive effect of supervisors’ expression of positive emotions about employees’ work engagement; work engagement mediated the positive effect of employees’ positive emotions on their innovative behavior; and employees’ negative emotions mediated and did not significantly mediate the effect of supervisors’ negative emotions on employees’ surface acting and innovative behavior, respectively. Research limitations/implications This study recommends that future studies examine emotional labor by team members and investigate the types of mechanisms (such as psychological safety and team learning) adopted by such teams to increase their members’ levels of emotional contagion. Practical implications The authors recommend that enterprises implement courses that are relevant to emotional management for supervisors to enhance their ability to regulate and manage their own emotions. The authors also suggest that organizations offer adequate job resources to employees to inspire work engagement among employees. Originality/value This study explored the role of work engagement among employees, which serves as a motivational mechanism between positive emotional labor by supervisors and innovative behavior by employees. In addition, it investigated the role of surface acting by employees, which serves as an energetic mechanism between negative emotional labor by supervisors and innovative behavior by employees.

The Interplay of Developing Morality and Gender Attitudes

2020 ◽  
pp. 724-745
Author(s):  
Rebecca S. Bigler ◽  
Lynn S. Liben
Keyword(s):  
Psychological Theory ◽  
The United States ◽  
Gender Nonconformity ◽  
Gender Attitudes ◽  
Future Research ◽  
Policy And Practice ◽  
Ethical Policy ◽  
History Of ◽  
And Gender ◽  
And Behavior

Morality and gender are intersecting realms of human thought and behavior. Reasoning and action at their intersection (e.g., views of women’s rights legislation) carry important consequences for societies, communities, and individual lives. In this chapter, the authors argue that children’s developing views of morality and gender reciprocally shape one another in important and underexplored ways. The chapter begins with a brief history of psychological theory and research at the intersection of morality and gender and suggests reasons for the historical failure to view gender attitudes through moral lenses. The authors then describe reasons for expecting morality to play an important role in shaping children’s developing gender attitudes and, reciprocally, for gender attitudes to play an important role in shaping children’s developing moral values. The authors next illustrate the importance and relevance of these ideas by discussing two topics at the center of contentious debate in the United States concerning ethical policy and practice: treatment of gender nonconformity and gender-segregated schooling. The chapter concludes with suggestions for future research.

What makes the difference? Employee social media brand engagement

2019 ◽  
Vol 34 (7) ◽  
pp. 1459-1467 ◽  
Author(s):  
Sherese Y. Duncan ◽  
Raeesah Chohan ◽  
João José Ferreira
Keyword(s):  
Social Media ◽  
Brand Equity ◽  
Positive Emotions ◽  
Content Type ◽  
Word Use ◽  
Brand Engagement ◽  
Analytical Thinking ◽  
Industry Competition ◽  
The Difference ◽  
Business To Business

Purpose This paper aims to explore, using the employee lens of business-to-business firms, word use through brand engagement and social media interaction to understand the difference between employees who rate their employer brands highly on social media and those who don't. Design/methodology/approach We conducted a textual content analysis of posts published on the social media job evaluation site glassdoor.com. LIWC software package was used to analyze 30 of the top 200 business-to-business brands listed on Brandwatch using four variables, namely, analytical thinking, clout, authenticity and emotional tone. Findings The results show that employees who rate their employer’s brand low use significantly more words, are significantly less analytic and write with significantly more clout because they focus more on others than themselves. Employees who rate their employer’s brand highly, write with significantly more authenticity, exhibit a significantly higher tone and display far more positive emotions in their reviews. Practical implications Brand managers should treat social media data disseminated by individual stakeholders, like the variables used in this study (tone, word count, frequency), as a valuable tool for brand insight on their industry, competition and their own brand equity, now and especially over time. Originality/value This study provides acknowledgement that social media is a significant source of marketing intelligence that may improve brand equity by better understanding and managing brand engagement.

scholarly journals Data on gender representation in food and beverage print advertisements found in corner stores from Guatemala and Peru

2021 ◽  
Vol 14 (1) ◽  
Author(s):  
Lucila Rozas ◽  
Peter Busse ◽  
Joaquin Barnoya ◽  
Alejandra Garrón
Keyword(s):  
Food Industry ◽  
General Information ◽  
Marketing Strategies ◽  
Gender Representation ◽  
Print Advertising ◽  
Public Officials ◽  
Print Advertisements ◽  
Corner Stores ◽  
Food And Beverage ◽  
And Gender

Abstract Objectives Data on gender representation in food and beverage advertisements may allow for a better understanding of how the food industry is targeting different audiences based on gender. Nonetheless, scant research on food and beverage print advertising with a gender approach has been conducted. Therefore, we sought to assess the prevalence of gender focus in print advertisements found inside corner stores in two cities: Guatemala City, Guatemala, and Lima, Peru. Data description We developed two complementary datasets as part of the study: (1) a dataset of digital photographs of 200 food and beverage print advertisements found in corner stores located near schools (100 ads per country selected according to criteria such as product type, image quality, and uniqueness); (2) a quantitative dataset with data of the content analysis of these photographs. We employed 19 variables to record the general information and gender assessment of the ads. These datasets should allow scholars and public officials to identify gender-specific marketing strategies of the food industry that might impact children’s and adolescents’ nutrition differently.

Family dynamics and gender perspective influencing copreneurship practices

2018 ◽  
Vol 26 (1) ◽  
pp. 14-33 ◽  
Author(s):  
Mário Franco ◽  
Patricia Piceti
Keyword(s):  
Gender Roles ◽  
Empirical Evidence ◽  
Family Dynamics ◽  
Family Firms ◽  
Business Management ◽  
Business Success ◽  
Business Practices ◽  
Content Type ◽  
The Family ◽  
And Gender

Purpose The purpose of this paper is to understand the family dynamics factors and gender roles influencing the functioning of copreneurial business practices, to propose a conceptual framework based on these factors/roles. Design/methodology/approach For this purpose, a qualitative approach was adopted, through the analysis of seven businesses created by copreneurial couples in an emerging economy – Brazil. Data were obtained from an open interview with each member of the selected couples who are in charge of firm management. Findings The empirical evidence obtained shows that the most important factors for successful copreneurial family businesses are professionalization, dividing the couple’s tasks and business management. Trust, communication, flexibility and common goals are other essential relational-based factors for the good functioning of this type of family business and stability in the personal relationship. Practical implications It is clear that professionalization and the separation of positions and functions are fundamental for a balance between business management and the couple’s marital life. When couples are in harmony and considering factors such as trust, communication and flexibility (relational-based factors), the firm’s life-cycle and business success become real and more effective. Originality/value From the family dynamics factors and gender roles, this study focused on one of the most important and integrated family firm relationships, copreneurial couples. As there is little research on the heterogeneity of family firms runs specifically by copreneurial couples, this study is particularly important and innovative in the context of a developing economy, such as Brazil. Based on empirical evidence, this study was proposed an integrative and holistic framework that shows the functioning of copreneurial businesses practices.

Customer delight during a crisis: understanding delight through the lens of transformative service research

2020 ◽  
Vol 32 (1) ◽  
pp. 129-141 ◽  
Author(s):  
Donald C. Barnes ◽  
Jessica Mesmer-Magnus ◽  
Lisa L. Scribner ◽  
Alexandra Krallman ◽  
Rebecca M. Guidice
Keyword(s):  
Critical Incident ◽  
Service Providers ◽  
Psychological Theory ◽  
Well Being ◽  
Service Research ◽  
Service Encounters ◽  
Need Fulfillment ◽  
Content Type ◽  
Customer Delight ◽  
Service Experiences

PurposeThe unprecedented dynamics of the COVID-19 pandemic has forced firms to re-envision the customer experience and find new ways to ensure positive service encounters. This context has underscored the reality that drivers of customer delight in a “traditional” context are not the same in a crisis context. While research has tended to identify hedonic need fulfillment as key to customer well-being and, ultimately, to invoking customer delight, the majority of studies were conducted in inherently positive contexts, which may limit generalizability to more challenging contexts. Through the combined lens of transformative service research (TSR) and psychological theory on hedonic and eudaimonic human needs, we evaluate the extent to which need fulfillment is the root of customer well-being and that meeting well-being needs ultimately promotes delight. We argue that in crisis contexts, the salience of needs shifts from hedonic to eudaimonic and the extent to which service experiences fulfill eudaimonic needs determines the experience and meaning of delight.Design/methodology/approachUtilizing the critical incident technique, this research surveyed 240 respondents who were asked to explain in detail a time they experienced customer delight during the COVID-19 pandemic. We analyzed their responses according to whether these incidents reflected the salience of hedonic versus eudaimonic need fulfillment.FindingsThe results support the notion that the salience of eudaimonic needs become more pronounced during times of crisis and that service providers are more likely to elicit perceptions of delight when they leverage meeting eudaimonic needs over the hedonic needs that are typically emphasized in traditional service encounters.Originality/valueWe discuss the implications of these findings for integrating the TSR and customer delight literatures to better understand how service experiences that meet salient needs produce customer well-being and delight. Ultimately, we find customer delight can benefit well-being across individual, collective and societal levels.

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