Role of affective forecasting in customers’ hotel service experiences

Purpose Research on the role of affective forecasting in hotel service experiences is in its infancy, and several crucial questions remain unanswered. This study aims to posit that affective forecasting is a significant antecedent of customers’ affective reactions during a hotel stay. The authors investigate how customers’ service quality expectations influence their affective forecasting and how customers’ affective forecasting before an upcoming hotel service experience influences their affective reactions during the hotel service experience. Design/methodology/approach The authors collected data through online questionnaires distributed among 634 US adults who had stayed at a hotel within the past month. Findings The results show that: service quality expectations influence affective forecasting; affective forecasting influences affective reactions; service quality expectations influence perceived service quality, thereby influencing affective reactions and affective reactions and service quality perception influence electronic Word-Of-Mouth intentions. Practical implications The study suggests that hotel managers should identify what hotel performance attributes customers value most and depict how these attributes elicit positive affective reactions in advertising to influence customers’ purchase decisions. Originality/value This is one of the few studies to investigate the antecedents and consequences of affective forecasting in hotel service experiences.

Visible Markers of Traumatic Brain Injury and their Influence on Affective Reactions and Discriminatory Behaviour: A Comparison of Two Models

<p>Two studies examined the influence visible markers of Traumatic Brain Injury (TBI) have on two mental health models. The two models examined were The Model of Helping Behaviour (Weiner, 1980) and The Danger Appraisal Model (Corrigan, 2000). A total of 305 participants across two experiments were invited and participated in an online survey to investigate the impact visible markers of brain injury have on their emotional and behavioural responses. Participants were recruited via a link on social media or via the intranet at three New Zealand workplaces. The findings of this study found support for visible markers of TBI influencing both The Model of Helping Behaviour and The Danger Appraisal Model. This study suggested that a higher level of perceived dangerousness and social distance is associated with visible markers of TBI and that TBI markers can significantly increase the level of support participants are willing to provide to brain injured individuals within the workplace. Further findings suggested that participants who reported having familiarity of brain injury had lower negative affective reactions, reduced social distance but less willingness to support TBI individuals within the workplace. Due to the limited research relevant to this field, further studies will need to investigate these findings to ascertain whether this is a true replica of the publics’ emotional and behavioural response towards visible markers of brain injury.</p>

Visible Markers of Traumatic Brain Injury and their Influence on Affective Reactions and Discriminatory Behaviour: A Comparison of Two Models

<p>Two studies examined the influence visible markers of Traumatic Brain Injury (TBI) have on two mental health models. The two models examined were The Model of Helping Behaviour (Weiner, 1980) and The Danger Appraisal Model (Corrigan, 2000). A total of 305 participants across two experiments were invited and participated in an online survey to investigate the impact visible markers of brain injury have on their emotional and behavioural responses. Participants were recruited via a link on social media or via the intranet at three New Zealand workplaces. The findings of this study found support for visible markers of TBI influencing both The Model of Helping Behaviour and The Danger Appraisal Model. This study suggested that a higher level of perceived dangerousness and social distance is associated with visible markers of TBI and that TBI markers can significantly increase the level of support participants are willing to provide to brain injured individuals within the workplace. Further findings suggested that participants who reported having familiarity of brain injury had lower negative affective reactions, reduced social distance but less willingness to support TBI individuals within the workplace. Due to the limited research relevant to this field, further studies will need to investigate these findings to ascertain whether this is a true replica of the publics’ emotional and behavioural response towards visible markers of brain injury.</p>

Affective Paternalism

Many decisions are curated, incentivised, or nudged by a third party. Despite this, only a handful of studies have looked at paternalistic decision-makers and the processes by which they arrive at their decisions. The role of affect, in particular, has been ignored so far, and yet restricting agency on a potentially large group of people might be unpleasant – or indeed quite satisfying. We are the first to propose a conceptual framework of affective paternalism which explicitly accounts for the role of affect, identifying entry points where affect may create systematic variance (or noise) in paternalistic decisions. We shed light on some of these phenomena by using novel surveys and a randomised experiment in which we ask participants to make paternalistic decisions whilst also asking them about their affective reactions and randomly manipulating their affective states. Our findings suggest that affect may play a significant role in paternalistic decision-making.

Generic images, gendered responses: Virginia Woolf and the representation of belligerent violence

In Three Guineas (1938), Virginia Woolf voluntarily discusses images of the Spanish Civil War in generic terms. Susan Sontag famously criticized Woolf’s position, claiming that her decision to generalize ‘dismisses politics’, preventing the adoption of a clear anti-fascist stand on the Spanish conflict. I argue, on the contrary, that Woolf’s recourse to the generic turns the spotlight away from the Spanish front in order to make a very political point about the violence of patriarchy that structures the British viewers’ own society. Woolf does this by highlighting the role gendered experiences of the past play in shaping the viewer’s present perception of, and affective reactions to, images of warfare. This allows readers of Woolf’s fiction to more clearly identify the feminist thrust of her depictions of World War I’s impact on the domestic sphere in her novels of the 1920s, To the Lighthouse in particular.

What leaders tell and employees hear – an intention-perception model of storytelling in leadership

Purpose Storytelling is considered an effective leadership behavior. However, research on storytelling’s effects on followers is scarce and disconnected from leadership theory. This paper aims to explore the perspectives of both leaders and followers with a focus on interaction-based moderators and affective mediators of storytelling effects, building on transformational leadership and leader-member exchange theory. Design/methodology/approach Data from semi-structured interviews (N = 27 independent leaders and followers) were analyzed with a combined content-analytic and grounded theory approach. Findings Leaders’ intended effects of storytelling (transformation, relationship and information) evoked either positive or negative affective reactions in followers depending on how well the story met followers’ needs (need-supply fit), the adequacy of the input load transported by the story (story load) and how followers interpreted their leaders’ story (story appraisal). Followers’ positive or negative affective reactions translated into positive effects (corresponding to leaders’ intended effects) or negative effects (contradicting leaders’ intended effects), respectively. Results were integrated into an intention-perception model of storytelling. Originality/value Proposing an intention-perception model of storytelling, this paper explains when and why unintended effects of storytelling happen, and thus provides an alternative view to the one-fits-all approach on leaders’ storytelling advocated by popular management literature.