... salient and for consumers who believe (vs do not believe) that men and women use emotional language differently. Research limitations/implications First, the paper extends our understanding of gender differences in emotional expression within the domain of eWOM and online reviews as well as our...

...Defeng Yang; Hao Shen; Robert S. Wyer Purpose This study aims to examine the relationship between consumers’ emotional expressions and their self-construals. The authors suggest that because an independent self-construal can reinforce the free expression of emotion, the expression of extreme...

... experimental design (n = 153), we tested the accuracy of service providers’ perceptions of the emotional expressions of anger, fear, shame and happiness of customers from varying cultural backgrounds. After viewing video vignettes of customers complaining (with the audio removed), participants...