...Mathieu Lajante; Dewi Tojib Purpose This study aims to address three significant research gaps by examining how customers’ negative emotions (anger and anxiety) impact frontline employees’ (FLEs) empathy, emotional labor, empathic concern and prosocial service behaviors during service recovery...

... citizenship behavior, entails using both firm-provided and personal resources to cocreate value, even in the presence of norm violations by others. The research delves into the influence of empathy, narrative appeal and past misbehavior severity on customer behavior, specifically in the context of reverse...

... of negative emotions and empathy elicited, the affect-based persuasive process leading to the ad effectiveness and the role of perceived self-efficacy. Design/methodology/approach Two studies are conducted on seniors (n1 = 173; n2 = 118) and young adults (n1 = 170; n2 = 123) exposed to appeals for “Action...

.../methodology/approach Two consumer panel experiments investigate the role of hope and empathy appeals in fostering positive evaluations toward healthcare providers (medical centers for serious illnesses). Findings Study 1 shows that two types of emotion-based healthcare appeals are more effective than non...

... effects on young consumers’ attitude and empathy toward collaborative consumption services. The analysis shows no moderating effects for perceived consumer effectiveness (Study 1 and Study 2) but a significant moderating effect for consumer innovativeness (Study 2). Research limitations/implications...