CUSTOMERS’ EMOTIONAL RESPONSES TO EMPLOYEES’ DISPLAYED POSITIVE EMOTIONS

2012 ◽  
Vol 02 (06) ◽  
pp. 40-46
Author(s):  
Mukucha Paul
Keyword(s):  
Regression Analysis ◽  
Positive Emotions ◽  
Emotional Responses ◽  
Observational Methods ◽  
Emotional States ◽  
Emotional Displays ◽  
Bivariate Regression ◽  
Analyse Data ◽  
Bivariate Regression Analysis

The study sought to determine the customers’ emotional responses to employee displayed emotions at lunar parks in Zimbabwe. Hundred adult consumers were surveyed soon after an observation of the employee-consumer interaction. Employee emotional displays were measured using observational methods and customers’ emotional states were assessed using the PAD scale. Bivariate regression analysis was used to analyse data. The study revealed that employee displayed emotions positively influences customers’ emotional states of pleasure, arousal, and dominance. Unlike the findings from previous studies the dominance dimension was found to relevant to the lunar park services.

Family Matters: The Support of Parents to Change Black Male’s Attitudes Towards HIV

2020 ◽  
pp. 0192513X2095704
Author(s):  
Donte T. Boyd ◽  
Camille R. Quinn ◽  
Bernadine Waller ◽  
Gabbrielle Aquino
Keyword(s):  
Regression Analysis ◽  
African American Males ◽  
Self Efficacy ◽  
Linear Regression Analysis ◽  
Intervention Programs ◽  
Adult Health ◽  
Negative Attitudes ◽  
National Longitudinal Study ◽  
Bivariate Regression ◽  
Bivariate Regression Analysis

This study explored the associations between family (mother and father support), peers, and individual factors (self-efficacy) and how these relationships influence HIV attitudes among African American males 12 to 19 years of age, with an average age of 16 years. For this study, we used restricted data obtained from Wave I of the National Longitudinal Study of Adolescent to Adult Health (ADD Health). Descriptive statistics suggest that most of the sample had negative attitudes towards HIV. Bivariate regression analysis followed by a linear regression analysis was conducted to identify the factors that were associated with HIV attitudes. Major findings from regression analysis indicate that mother support, father support, self-efficacy, and age, predicted HIV attitudes. Mother support positively predicted positive HIV attitudes and surprisingly, father support negatively predicted HIV attitudes. Our findings can be used to better inform HIV prevention and intervention programs to help Black males stay healthy.

scholarly journals Age Differences in Discrete Emotional States During Risk Taking

2020 ◽  
Vol 4 (Supplement_1) ◽  
pp. 557-557
Author(s):  
Nathaniel Young ◽  
Joseph Mikels
Keyword(s):  
Older Adults ◽  
Age Differences ◽  
Risk Taking ◽  
Positive Emotions ◽  
Emotional Experience ◽  
Emotional Responses ◽  
Emotional States ◽  
Younger Adults ◽  
Balloon Analogue Risk Task ◽  
Increased Risk

Abstract Emotions often guide risk-taking. For example, anger tends to lead to increased risk-taking. However, older and younger adults differ in their emotional experiences: older adults tend to report more positive emotions, fewer experiences of anger, and relatively similar or increased experiences of sadness relative to younger adults. As such, differences in emotional experience may manifest in the integral emotional responses of older and younger adults as they take risks. The current work examined the discrete integral emotional responses of older and younger adults as they completed the Balloon Analogue Risk Task (BART). For the BART, participants completed 40 trials. Prior to each trial, participants reported how much anger, sadness, contentment, and excitement they felt. The results indicate that younger adults experienced more anger and less contentment than older adults in response to the BART. Importantly though, age differences also emerged in how discrete emotions predicted subsequent risk-taking.

scholarly journals Indikator Lingkungan Intern Pada Kinerja Keuangan Dengan Intellectual Capital Dan Size Sebagai Variabel Moderasi Dan Mediasi

2017 ◽  
Vol 5 (1) ◽  
Author(s):  
FETY ROCHYAWATI
Keyword(s):  
Regression Analysis ◽  
Financial Performance ◽  
Firm Size ◽  
Intellectual Capital ◽  
Random Sampling ◽  
Manufacturing Industry ◽  
Bivariate Regression ◽  
Bivariate Regression Analysis ◽  
The Relationship

The purpose of this study was to determine whether there the effect of trust, participation, strategic relevance towards financial performance, to determine whether firm size able to mediate the relationship between trust, participation, strategic relevance with financial performance and to determine whether intellectual capital able to moderate the relationship between trust, participation, strategic relevance with financial performance.The research sample consisted of 60 respondents manufacturing industry. The methodof data collectionis done using purposive random sampling. The methodof hypothesis testingused is bivariate regression analysis, mediation regression dan regression moderation.The result of this study showed that there the effect between trust and participation towards financial performance, while strategic relevance can not affect financial performance. Firm size not able to mediate the relationship between trust and strategic relevance with financial performance, while the relationship between participation with financial performance able mediated firm size. The relationship between trust, participation, strategic relevance with financial performance not able strengthened with intellectual capital.

scholarly journals Patient Clothing as a Healing Environment: A Qualitative Interview Study

2021 ◽  
Vol 18 (10) ◽  
pp. 5357
Author(s):  
Seon-Ju Kam ◽  
Young-Sun Yoo
Keyword(s):  
Emotional Response ◽  
Positive Emotions ◽  
Design Method ◽  
Medical Center ◽  
Emotional Responses ◽  
University Hospital ◽  
Hospital Environment ◽  
University Hospitals ◽  
Pattern Design ◽  
Qualitative Interview Study

Patients’ emotional responses to the hospital environment can be considered as important as medical technology and equipment. Therefore, this study investigated their experiences to determine whether the pattern using hospital identity (HI) elements, a widely used design method for patient clothing in university hospitals, can affect their emotional response and contribute to healing. It aimed to identify whether controlling the motif characteristics, arrangement, and spacing in this pattern design, and the direction between motifs, could be a method to design patient clothing for healing. To investigate patients’ emotional response and suggestions for patient clothing design, an interview-based qualitative approach was used. In-depth interviews were conducted with 12 patients discharged from Kyung Hee University Hospital Medical Center (KHUMC), Seoul. The interview questions consisted of two parts. One part featured questions about participants’ emotional responses to the medical environment and their latest patient clothing experience, and the other featured questions about their emotional response to, and suggestions for, the healing expression of pattern design using HI. The results confirmed that the motif characteristics, arrangement, and spacing, and the direction between motifs, influenced patients’ positive emotions and contributed to the healing effect. Therefore, when the HI elements of a medical institution are applied in the design of patient clothing with the characteristics of a healing design, patients perceive this as providing stability and comfort. The design of patient clothing becomes a medium that not only builds the brand image of medical institutions, but also enhances the quality of medical services centered on patient healing.

The moderating impact of emotions on customer equity drivers and loyalty intentions

2017 ◽  
Vol 29 (2) ◽  
pp. 239-264 ◽  
Author(s):  
Zohaib Razzaq ◽  
Salman Yousaf ◽  
Zhao Hong
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Customer Loyalty ◽  
Positive Emotions ◽  
Survey Design ◽  
Emotional Responses ◽  
Point Of View ◽  
Customer Equity ◽  
Content Type ◽  
Loyalty Intentions

Purpose The purpose of this paper is to investigate the significant contribution of emotions along with other conventional loyalty drivers on the loyalty intentions. Design/methodology/approach The influence of three conventional loyalty drivers, i.e., value equity, brand equity, relationship equity on loyalty intentions was investigated by further exploring the moderating effects of negative and positive emotions. A sample of 834 Pakistani consumers in the supermarkets and banking industries was studied employing store-intercept survey design. Findings Consumer behavior is driven by emotions in both the supermarkets and banking context. Thus, in order to better predict customer loyalty intentions, the emotional component is crucial and should be included along with other cognitive components. Practical implications Since customers’ emotional responses throughout service delivery are strongly linked to loyalty, therefore supermarkets and bank service managers need to make sure that the customers experience with their services as pleasurable as possible and for this purpose, customer service employees need to be trained in order to better understand the customers’ emotional responses during the course of service delivery process. Originality/value The present study complements the existing literature regarding the role of emotions in service settings and offers a new point of view for the linkage among emotions, customer equity drivers and customer loyalty intentions.

scholarly journals The effects of constructive television news reporting on prosocial intentions and behavior in children: The role of negative emotions and self-efficacy

2021 ◽  
Vol 0 (0) ◽  
Author(s):  
Iris van Venrooij ◽  
Tobias Sachs ◽  
Mariska Kleemans
Keyword(s):  
Self Efficacy ◽  
Positive Emotions ◽  
Television News ◽  
Negative Emotions ◽  
Emotional Responses ◽  
News Story ◽  
News Reporting ◽  
News Video ◽  
Prosocial Intentions ◽  
And Behavior

Abstract To reduce negative emotional responses and to stimulate prosociality, constructive journalism promotes the inclusion of positive emotions and solutions in news. This study experimentally tested whether including those elements indeed increased prosocial intentions and behavior among children, and whether negative emotions and self-efficacy are mediators in this regard. To this end, children (N = 468; 9 to 13 years old) were exposed to an emotion-based, solution-based, or non-constructive news video. Results showed that emotion-based and solution-based news reduced children’s negative emotions compared to non-constructive news. No direct effects for prosocial intentions were found, but solution-based news led to less prosocial behavior (i. e., money donated) than emotion-based and non-constructive news. Moreover, negative emotions served as a mediator, self-efficacy did not. The more negative emotions were elicited by a news story, the higher the prosocial intentions and behavior. In conclusion, a constructive style of reporting helps to reduce children’s negative emotional responses but subsequently hinders prosociality.

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