... the uniqueness of the proposed employee delight measure. Specifically, we included a measure of state mindfulness (heightened attention to and awareness of an extant experience or reality; Brown and Ryan, 2003), emotional exhaustion (feelings of being emotionally overextended and exhausted by one’s work...

... within an ongoing consumer–brand relationship and extends beyond transient emotions such as anger or frustration (Hegner et al., 2017 ; Zarantonello et al., 2018). Although prior research has examined brand hate extensively (e.g. Grégoire et al., 2009 ; Zarantonello et...

...Hai-Bich Huy Bui; Nguyen-Hau Le Purpose In tourism services, there is often a time gap between when customers book a tour and when it starts. This study aims to examine the effects of customers’ preservice imagination on their future-oriented emotions and subsequently on dual service outcomes...

...Anthony D. Miyazaki; Todd C. Haderlie Purpose The purpose of this paper is to explore the integration of Emotional Artificial Intelligence ( EAI ) – computing technologies capable of detecting, interpreting and responding to human emotions – into health-care service ecosystems to enhance well...

... and their own values during the use of ride-sharing services. With the increase in positive emotions or the improvement of emotional participation, consumer satisfaction increases (Xiao et al., 2020). Therefore, when ride-sharing consumers emotionally accept the value of ride-sharing, they have higher...

... in the service research domain. Nanouk Verhulst can be contacted at: nanouk.verhulst@vub.be 30 10 2023 19 02 2024 26 02 2024 © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Emotion Employee Technology and service Measures...

... in service firms are more negative compared to manufacturing firms. This is because consumers’ sense of presence (i.e. feeling of being there) is stronger in a service setting, leading to more intense empathetic emotions toward service employees. Originality/value This research contributes to the CSR...

... 2023 17 11 2023 24 02 2024 25 02 2024 © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Emotion Relationship marketing Higher education Customer engagement FOMO FOMO, or the fear of missing out, has rocketed...

... with shoppers without disability, shoppers with disability suffer more from these irritating aspects of the mall environment, as evidenced by significantly greater high-activation unpleasant emotions. The “poor access and accessibility” category of irritants mainly affects the mall experiences of shoppers...

... understanding of how gift card receivers react to the types of gift cards. This study examined the effect of gift card types (intangible experiences vs less intangible experience vs tangible goods) on a recipient’s willingness to spend more through emotions and perceived effort (Study 1) and on feeling...

... Drawing on the stimulus–organism–response (S-O-R) framework, this study presents an original model examining the influence of environmental corporate social responsibility (CSR), luxury and service quality dimensions on consumer emotions that in turn influence consumer attitudes towards the shopping mall...

... for their potential moderating influence. Findings In comparison to appeals based on single emotions, fear mixed with the challenge has a significantly stronger impact on intentions to use credence services in at-risk gamblers. Findings confirm the indirect positive impact of fear mixed with the challenge via...

.... [The customer’s restlessness fades away, and his body becomes calm]. By reading her customer’s cues carefully and responding, the salesperson is able to strengthen their connection. She gives emotional space to the customer, allowing him to cope with his initial frustration and become emotionally connected...

... Lechner and Mathmann (2020) Four studies: Study 1: 118 employee- customer dyadic surveys in a café Study 2: German panel data Study 3: U.K. panel data Study 4: U.K. panel data SouthernGermany/UK Type of emotion a service employee displays (authentic vs inauthentic) and customers’ regulatory focus...

... (Surakka and Hietanen, 1998). From an emotional contagion perspective, genuine smiles increase positive feelings and moods because of people’s tendency to converge emotionally during interpersonal interactions (Barger and Grandey, 2006). Consequently: H2. Employee emotional labor moderates...

... complex understanding of emotions; acknowledge their emotions; solve emotionally charged problems; and endure the tension of mixed emotional experiences. Consequently, we hypothesize that: H2a. Wisdom has a positive effect on emotional intelligence. More specifically, when...

.... Moreover, employees experience their work as emotionally exhaustive and, thus, have a need to unpack work-related emotions and issues afterwards – Share the facts and research findings that the most unforgettable experiences tend to be strongly emotionally charged – Share the practices that ensure...

.... Yet, research effectively doing this remains scarce. This paper uses a real example study to illustrate the potential and obstacles related to adopting neuroscientific tools in service research. Service encounter Emotion Neuroscientific tools Nanouk Verhulst can be contacted...

... in scope is provided. The authors also propose 41 different research questions based on the review that services scholars can use to take this area of inquiry forward. Emotion Atmospherics Servicescape Behavioral insight Some of the biggest service firms spend billions of dollars to build...

...Anjala S. Krishen; Orie Berezan; Shaurya Agarwal; Brian Robison Purpose This study aims to explore the anticipated emotions of consumers and their anticipated perceived quality (PQ) of an exhibit, event or service that they are waiting to attend. Design/methodology/approach The study consists...