This paper explores how personality orientations and emotions influence consumer's service perceptions in the airline industry. Emotions and their relationships to satisfaction, and marketing in ...general, is an important yet under researched area in consumer behaviour thus limiting our understanding of consumer's emotional experiences during their interactions with service providers Bagozzi, RP, Gopinath, M. The role of emotions in marketing. Acad Mark Sci 1999; 27(2):184–206.. Little research investigates the relationships between personality differences, emotional states, and individual consumer behaviour Levenson RW. The intrapersonal functions of emotions. Cogn Emot 1999;13(5): 481–504.. Verbeke, W. Individual differences in emotional contagion of salespersons: it's effect on performance and burnout. Psychol Mark 1997; 14(6):617–636. investigates the effects of personality differences and emotional contagion of sales personnel in a service setting and suggests that both need consideration because they influence service performance outcomes. However, little research, in marketing looks at the differences of consumers' emotional experiences in a service setting according to their personality characteristics. This study examines the relationships between tourism consumers' emotions, personality orientations and service satisfaction. The research findings suggest a direct relationship between the consumers' personality orientation, emotional characteristics and self-reported satisfaction of the service experience.
Aims
Much research focuses on organizational culture and its impact on customer orientation or emotional states and their impact on job satisfaction and well‐being. This study aims to combine the ...complex roles of nurses' emotion states and job satisfaction in a model that identifies the effects of standards for service delivery (organizational culture), supervisor and co‐worker support and the development of customer orientation.
Background
A previous study examined the relationships between nurses' personal resources, job satisfaction and customer orientation. This study examines how these variables relate to organizational standards and social support.
Design
A cross‐sectional survey using a self‐completion questionnaire with validated, existing scales to measure standards for service delivery, supervisor and co‐worker support, job satisfaction, empathic concern, emotional exhaustion and customer orientation.
Method
Nurses (159) completed the questionnaire in 2010. The data were analysed using WarpPLS, a structural equation modelling software package.
Results
The results indicate that the final model fits the data well and explains 84% of the variance in customer orientation. The findings show the importance of standard for service delivery (organizational culture), supervisor and co‐worker support on customer orientation. Nurses' personal resources interact with these, particularly supervisor and co‐worker support, to develop staff job satisfaction and empathy.
Conclusion
The need for support mechanisms in stressful times is discussed. We propose that training in compassion and empathy would help leaders to model desirable attributes that contribute towards customer orientation.
Despite the growing popularity of neuroscientific methods to elicit more objective information compared to the traditional research methods, there is little research on the impact of social marketing ...and public service messages, using a combination of qualitative and neuroscience research methods. This paper compares the overall impact of an anti-binge-drinking campaign using focus group discussions and experimental Electroencephalography (EEG), a neuroscientific research tool. We find many similarities and differences in the results from these two methods. We also identify specific time and message points when attention and memorization processes occur, by combining two analytical tools for the EEG data - Global Field Power (GFP) and standardized Low Resolution Electromagnetic Tomography (sLORETA). These findings provide valuable insights into the impact of content, style and composition of public service and social marketing messages. We discuss the managerial implications of our findings for social marketers and public policy makers and future research directions.
Throughout human history, people have expressed admiration for heroes who possessed extraordinary abilities and achieved superhuman goals. For many, modern-day celebrities fulfil this role and are ...prominent in various marketing communications activities. This paper addresses the literature review gaps and provides an in-depth review of the psychological and social psychological perspectives which are relevant to the celebrity endorsement literature. The contributions of this paper consist of a detailed analysis of important types of consumer-celebrity relationships, key emotional drivers (e.g. envy and admiration) of celebrity influence and the development of an original conceptual model. The conceptual model pulls together the past research and identifies new research gaps, which synthesises different research perspectives and provides a sound theoretical basis guiding future researchers and marketing managers.
Aims
To explore the complex relationships between nurses’ personal resources, job satisfaction and ‘customer’ (patient) orientation.
Background
Previous research has shown that nursing is highly ...intensive, emotionally charged work, which affects nurses’ job performance and their customer orientation as well as patient or ‘customer’ satisfaction. This study contributes to the literature by examining how nurses’ personal resources relate to their personal satisfaction and customer orientation and the relationships between them. Specifically, this study explores the effects of two facets of emotional labour (deep acting and surface acting), empathic concern, self‐efficacy and emotional exhaustion on personal job satisfaction and customer orientation. We also test the moderating effects of inauthenticity and emotional contagion.
Design
A quantitative survey.
Method
Data were collected through a self‐completion questionnaire administered to a sample of 159 Australian nurses, in a public teaching hospital, in 2010. The data were analysed using Partial Least Square analysis.
Results
Partial Least Square analysis indicates that the final model is a good fit to the data (Goodness of Fit = 0·51). Deep acting and surface acting have different effects (positive and negative) on job satisfaction and ‘customer’ orientation, self‐efficacy has a positive effect on both and emotional exhaustion has a positive effect on customer orientation and a negative effect on job satisfaction. The moderating effects of emotional contagion and empathic concern, in the final model, are discussed.
Conclusions
Understanding the complex interactions between personal resources, job satisfaction and customer orientation helps to increase service providers’ (nurses in this study) personal satisfaction and ‘customer’ orientation particularly in difficult contexts.
The study applies complexity theory to construct and empirically test western firms' successful and unsuccessful business models in the Chinese business environment. Because operating in China ...consists of a complex whole of business aspects, the study uses a set-theoretic approach to theory construction and testing of alternative operating recipes. Each of the 72 firms is analyzed by firm management demographics and survey respondents for operating in China. Data are scored at the firm level. The findings include presenting complex antecedent configurations; recognizing three relevant simple conditions in a complex configuration (senior manager expediting, knowledge of Chinese business environment, and senior manager ability in obtaining financing). This complex statement indicates high Australian firms' business success in China. The study concludes with a call for western firms to recognize the implicit shift from separately considering conditions of operating in China to integrating antecedent conditions as a whole in order to nurture their business to success.
Purpose
– This paper aims to explore tourism consumer’s perceptions of cultural, emotional and behavioural differences. The subjective personal introspection (SPI) approach is used to investigate ...specific cultural differences which impact tourism satisfaction. It aims to identify the key attributes of cultural tourism satisfaction by comparing three European cities. The cultural attributes are synthesised into a confirmatory personal introspection (CPI), and a provisional research model is proposed.
Design/methodology/approach
– The research data of the cultural experiences are based on SPI data of “native-visitors” to London and ordinary visitors to Venice and Barcelona. The duration and the travel arrangements are the same for all three cultural experiences. The CPI uses thought experiments to formulate new research propositions.
Findings
– The SPI results show that the tourism gaze focus can be the cognitive-affective experiences of cultural holidays. Tourism consumer satisfaction is dependent on the quality of natural and man-made attractions and the social-emotional interactions between the hosts and guests in a destination. The three cities in our research, London, Venice and Barcelona, have different micro-cultures and levels of social-emotional interactions vary considerably between them. Overall tourism satisfaction is hypothesised to be influenced by the degree of social interaction and micro-cultural differences.
Practical implications
– The findings support the usefulness of SPI in tourism consumer research. SPI research findings produce in-depth understandings of the cultural tourism product attributes which cannot be captured in any other way. The personal insights are valuable to marketing professionals because they provide first-hand feedback of consumer’s perceptions over a longer period than a focus group session. The confirmatory introspections are valuable hypotheses to be tested empirically with specific tourism segments to identify product strengths and weaknesses as well as opportunities and threats.
Originality/value
– The use of SPI and CPI produces original hypotheses of the cultural tourism attributes which influence tourism satisfaction. The paper demonstrates that the tourism gaze can be expanded to investigate the cognitive-affective observations which have a direct effect on tourism satisfaction and decision-making.
The study examines the effects of organisational and individual factors of real estate agents on customer orientation. The organisational factors included are standards for service delivery ...(culture), supervisor support and co-worker support. The individual factors examined are self-efficacy and job satisfaction. The sample comprises 108 employees in the real estate industry. The moderating effects of job satisfaction and co-worker support between standards for service delivery and customer orientation and self-efficacy on the relationship between co-worker support and customer orientation offer new insights into the antecedents of customer orientation in a high-pressure selling-oriented industry, which have implications for staff selection and training and work organisation. This paper presents an original contribution to understanding the effects of individual and organisational characteristics on customer orientation.
ABSTRACT
The desire for fame appears to be an aspiration for many people, which is associated with material wealth, social recognition, and admiration. Recently, reality TV has provided the ...opportunity for ordinary people to become famous with little effort or outstanding achievement. A literature review revealed no scale to measure the desire for fame that is not specifically concerned with celebrity worship or personality, but related to the perception of lifestyle benefits associated with being famous. The key objective of this study was to develop a scale to measure the desire for fame and test its validity and reliability. The scale items were developed through the literature review and exploratory interviews. A pilot study was conducted to test the relationship between the desire for fame and external goals, which indicated positive associations. A second, online survey was conducted using a sample of 507 people. The Desire for Fame scale was found to have good psychometric properties and the findings suggest significant relationships with extrinsic and intrinsic aspirations, consistent with self‐determination theory. The social and marketing implications of the research are discussed and suggestions have been made for future research.
Much of the marketing and management literature is concerned with the relationship between service providers' positive affective displays, the consumers' perception of authentic service delivery and ...their reported satisfaction Grandey AA. When “The Show Must Go On”: surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Acad Manage J 2003;46(1):86–96; Tsai WC, Huang YM. Mechanisms linking employee affective delivery and customer behavioural intentions. J Appl Psychol 2002;87(5):1001–8. Pugh SD. Service with a smile: emotional contagion in the service encounter. Acad Manage J 2001;44(5):1018–1927; Price L, Arnould E, Tierney P. Going to extremes: managing service encounters and assessing provider performance. In: Bateson J, Hoffman, Douglas K. (Eds.), Managing Services Marketing, 1999, Orlando, FL: Dryden Press (pp. 249–266). This paper responds to the need for further research in the relationship between service providers' positive affective displays and consumers' perception of authentic service delivery; and the relationship between these and reported satisfaction Price L, Arnould E, Tierney P. Going to extremes: managing service encounters and assessing provider performance. In: Bateson J, Hoffman, Douglas K. (Eds.), Managing Services Marketing, 1999, Orlando, FL: Dryden Press (pp. 249–266); Pugh SD. Service with a smile: emotional contagion in the service encounter. Acad Manage J 2001;44(5):1018–1927; Grandey AA. When “The Show Must Go On”: surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Acad Manage J 2003;46(1):86–96. Research conducted with a national airline in 2003 is analysed to measure the influence of service providers' positive expressive displays on life satisfaction, overall consumption satisfaction and intention to repurchase. The findings indicate a strong positive relationship between, and within affective displays, overall service satisfaction and life satisfaction. A path model tests the direct, indirect and total effects of expressive display on overall service satisfaction, life satisfaction and likelihood of repurchase. Finally, we discuss implications for industry and academic research.
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