The antecedents of consumer loyalty in retail banking

• This paper is focused on a study designed to investigate loyalty in retail banking. The research findings suggest that loyalty is the outcome of a cognitive rather than an affective process. The main antecedents of bank loyalty were found to be perceived value, service quality, service attributes, satisfaction, image and trust: constructs that are inter‐related and form a network of loyalty antecedents.

Copyright © 2006 John Wiley & Sons, Ltd.     

Persuasion and the structure of affect.

Participants viewed eight PSAs, providing data on their cognitive and emotional responses to each, as well as judgments of the perceived effectiveness of the messages. They also responded to Carver and White's (1994) BIS/BAS scales designed to measure individual differences in the behavioral inhibition and behavioral activation systems. Consistent with dual‐systems theories of affect, the BIS scales predicted arousal of negative emotions, while BAS was associated with the elicitation of positive emotions. However, when predicting perceived message effectiveness, the positive affects showed variation in the sign and magnitude of the coefficients, as did the negative affects. This latter finding supports a discrete‐emotions perspective. Knowledge that the two affect structures are appropriate to different conceptual domains (i.e., elicitation vs. effect) should enable researchers to formulate more precise questions regarding the role of affect in persuasion.     

Beyond the myth of venting: Social sharing modes determine the benefits of emotional disclosure

When individuals experience an emotion, they talk about it afterwards. A popular ‘emotional venting’ belief claims that doing so dissolves the emotional impact. This study tested a model of when and how sharing emotions is beneficial. It predicts that benefits vary according to the listener's response mode. A socio‐affective (empathic) mode was expected to buffer emotional distress temporarily. A cognitive (reframing) mode was anticipated to grant emotional recovery. Participants viewed an aversive film and then talked about it with an intimate. The latter was instructed to adopt either cognitive or socio‐affective response modes in a 2 × 2 design (cognitive/non‐cognitive; socio‐affective/neutral). Emotional, cognitive and social benefits were assessed immediately afterwards and again 2 days later following re‐exposure to the film. As predicted, emotional recovery occurred exclusively when the listener stimulated the participant's cognitive work. Cognitive variables (basic assumptions) were also positively modified by these conditions. Listeners' socio‐affective responses entailed enhanced social integration (i.e. greater proximity to the listener; less loneliness) and an impression of feeling better. These results demonstrated that sharing emotions can lead to multiple benefits depending upon the listeners' response modes: emotional recovery, consolidation of shattered assumptions, social integration and temporary distress reduction. Copyright © 2012 John Wiley & Sons, Ltd.     

Procedural justice and compliance behaviour: the mediating role of emotions

Procedural justice researchers have consistently found that if authorities treat people with trust, fairness, respect and neutrality, people will not only be more willing to cooperate with authorities, but they will also be more likely to comply with authority decisions and rules. New research in this area has gone on to explore the role that emotions play in response to procedural justice and injustice. What this new research has neglected to do, however, is examine whether emotions mediate the effect of procedural justice on subsequent compliance behaviour in real life settings. Using longitudinal survey data collected in two real‐life contexts (Study 1: a taxation dispute (N = 652), and Study 2: workplaces (N = 2366)), the present study will show that perceptions of procedural justice influence the emotions experienced by people, but more importantly these emotional reactions (i.e. anger and happiness) mediate the effect of justice on subsequent compliance behaviour. In other words, it is these positive and negative emotional reactions to perceived justice or injustice that go on to predict who will and will not comply with authority decisions and rules. Copyright © 2008 John Wiley & Sons, Ltd.     

Consumer sophistication and the role of emotion on satisfaction judgments within credence services

• Evidence which demonstrates a link between the affective dimension and satisfaction in a tangible product based context is well documented. However, when placed in a credence service context the role of Affect becomes more complex. Previous research in this field has assumed consumer homogeneity when there is increasing evidence of consumer heterogeneity. This research attempts to address this by examining affective reactions to service encounters between two groups of respondents, one with the ability to make performance assessments about the service and one without. Findings suggest consumers of differing sophistication will vary in the way they form expectation and performance assessments about the technical, functional and affective components of credence services and that consumer sophistication may have a moderating influence on affective reactions evoked. This in turn has implications for the design and delivery of service offerings within such contexts.

Copyright © 2007 John Wiley & Sons, Ltd.     

Cognitive,affective and conative responses to visual simulation: the effects of rotation in online product presentation

• Rotation, one type of visual simulation used to create three‐dimensional (3‐D) experiences, and currently being used for product presentation on some e‐tail websites, may create consumer responses. Therefore, the purpose of this study is to examine the effects of rotation in product presentation on the cognitive, affective, and conative responses of consumers. This study employed a single‐factor between‐subjects design: product presentation (rotating vs. non‐rotating). Causal model analysis showed the influence of rotation in product presentation on perceived information quantity, mood, attitude, and purchase intention. Theoretical and managerial implications, as well as future research directions, are discussed.

Copyright © 2008 John Wiley & Sons, Ltd.     

Emotional Stability and Affective Self‐regulatory Efficacy Beliefs: Proofs of Integration between Trait Theory and Social Cognitive Theory

The present study aimed to investigate the development and interplay of emotional stability and affective self‐regulatory efficacy beliefs through adolescence to young adulthood. A latent growth curve approach was used to investigate level and stability of emotional stability and self‐efficacy in managing negative emotions and in expressing positive emotions. We found that initial levels of emotional stability and self‐efficacy beliefs are highly correlated. In accordance with the posited hypothesis, the growth rate of perceived self‐efficacy in managing negative emotions predicted the growth rate of emotional stability, whereas the opposite path was not significant. The growth rates of perceived self‐efficacy in expressing positive emotions and emotional stability were not related to each other. Taken together, these findings point to self‐efficacy beliefs as instrumental to the change of traits. Practical implications of results are discussed, highlighting the role of social cognitive theory in supplying the proper strategies to design effective interventions to enable people to make the best use of their potentials. Copyright © 2012 John Wiley & Sons, Ltd.     

Perceived Organisational Support as a Mediator of the Relationship of Perceived Situational Factors to Affective Organisational Commitment

This paper examines the role of perceived organisational support as a mediator of the relationship between perceived situational factors and affective organisational commitment. Perceived situational factors examined were: procedural justice, distributive justice, communication satisfaction with supervisor, and labor–management relationship climate. Analysis of data from a sample of 185 pharmaceutical sales representatives from India indicated that perceived organisational support fully mediates the relationship between each of these perceived situational variables and affective commitment to the organisation.     

Outplacement Adequacy and Benefits: The Mediating Role of Overall Justice

Despite a rapid growth and an ongoing need for outplacement services, little is known about the perceived adequacy and benefits of these services for the redundant employees using them. The authors surveyed 360 Belgian redundant employees (i.e., clients) who were using outplacement services provided by a public employment agency. Results indicated that an outplacement experience that is perceived as adequate by clients fosters their overall impressions of justice toward the dismissing organization. Perceived outplacement adequacy, in turn, led to benefits for the redundant employees—namely, a reduction of negative emotions and an enhancement of their perceived well‐being, future perspectives, and job‐seeking activities—thus confirming the mediating role of overall justice.     

When message tailoring backfires: The role of initial attitudes in affect–cognition matching

This research explores when and how tailoring messages to attitudinal bases backfires. Study 1 demonstrated that for attitudes (toward education subsidies) that were based more on beliefs than emotions, recipients whose initial attitudes were incongruent with the message position (i.e., message opponents) showed mismatching effects, such that the affective message was more persuasive than the cognitive message. Study 2 replicated these mismatching effects among message opponents for attitudes (toward a rival university) that were primarily affective. Study 3 controlled for effects of initial attitude certainty and replicated the mismatching effects of Study 2 for affective attitudes toward an increase in tuition. Finally, Study 4 suggested a potential mechanism for mismatching effects, revealing that for attitudes (toward an online course management system) that were based more on beliefs than emotions, message opponents counter‐argued with the cognitive appeal more intensely than the affective appeal. Contrary to the notion in the extant literature that mismatching effects are relatively rare compared with matching effects, the current research suggests that mismatching effects occur for both primarily affective and cognitive attitudes when the recipient is highly opposed to the message position. The present findings also demonstrate the utility of examining attitudinal bases at the object level in the context of message tailoring. Implications for message tailoring and for affective versus cognitive attitudes are discussed. Copyright © 2013 John Wiley & Sons, Ltd.     

Perceived competence and impression management: Testing the mediating and moderating mechanisms

Using a diverse and unique sample of triads (N = 191 self, peer, and supervisor reports) from a field survey of two service sector organisations, this study examined the effects of perceived competence (self‐reported) and supervisor‐rated performance ratings on peer‐rated impression management. The study also tested the mediating role of performance in competence–impression management relationships and the moderating role of job satisfaction (self‐reported) in performance–impression management relationships using bootstrapping techniques. The study further examined the conditional indirect effects (i.e., moderated mediation) of perceived competence on impression management. The sample consisted of white collar employees from a government organisation and a leading cellular company in a developing country (i.e., Pakistan). Employees with low perceived competence were more likely to use impression management tactics than were those with high perceived competence. Similarly, poor performance ratings produced high impression management. Moreover, performance mediated the relationship between competence and impression management. The findings also suggest that perceived competence has a negative indirect effect on impression management for those with high levels of job satisfaction. Finally, impression management was highest when performance and satisfaction were low.     

Understanding the employee job satisfaction depending on manager's fair treatment: The role of cynicism towards the organization and co-worker support

IntroductionThe present study claims that perceived interactional justice can be a significant antecedent of job satisfaction. In this relationship, cynicism towards the organization has a mediating role on the impact of perceived interactional justice on employees’ job satisfaction. In addition, co-worker support has a moderator role on the impact of employees’ cynic attitudes and behavior on their job satisfaction.ObjectiveThis study discusses the above mentioned theoretical research model and tries to clarify the relationship among present concepts.MethodTo this end, a cross-sectional research study has been performed with the participation of 1606 employees from various banks (public and private) in Istanbul/Turkey during the coronovirus pandemic.ResultsAccording to the findings of the research, perceived interactional justice has significant positive impacts on employees’ job satisfaction. In addition, the results indicated that cynicism towards the organization has significant mediating role between perceived interactional justice and job satisfaction. Subsequently, the findings confirmed that co-worker support has significant moderating role in the relationship between cynicism towards the organization and job satisfaction.ConclusionThis study helps to understand and evaluate the factors influencing attitudes towards work at the organizational and relational levels. All study variables and the possible relationship among these, are discussed in the literature review. Finally, the implications of study for both the individual and the organization are presented in the conclusion and discussion section.     

A Placebo-Controlled Online Study on Potential Mediators of a Pleasure-Based Positive Psychology Intervention: The Role of Emotional and Cognitive Components

While broad evidence exists that positive psychology interventions are effective in increasing well-being, less is known about the working mechanisms behind this process. We examine the impact of subjective changes in affectivity (i.e., elicitation of positive emotions) and cognitive processes (i.e., the gaining of insights) in three variants of a pleasure-based placebo-controlled online intervention (N = 509 adults). The variants were designed that they have (1) a cognitive focus, (2) an emotional focus, or (3) both cognitive and emotional foci. We assessed happiness and depressive symptoms before the intervention, immediately after the intervention, and at follow-ups after two weeks, one month, and three months, and collected subjective ratings on potential working mechanisms. Findings indicated that both variants with a cognitive focus increased happiness in comparison to the control condition, whereas only those interventions that fostered the experience of positive emotions reduced depressive symptoms. Positive emotions mediated the effects of the intervention on happiness and depressive symptoms, whereas insights only mediated the effects on happiness. The findings support the important role of positive emotions in positive interventions and provide new evidence for the relevance of cognitive changes in such interventions.     

情绪分享和感知恋人回应对亲密关系满意度的影响

研究通过问卷星收集了150对异性恋情侣的情绪分享、感知恋人回应、亲密关系满意度的数据,并采用行动者-对象互依模型进行统计分析。结果显示：（1）情绪分享通过感知恋人回应的中介作用影响亲密关系满意度。女性的积极情绪分享与男性的消极情绪分享直接正向影响自身亲密关系满意度。（2）男性的积极情绪分享正向影响女性的亲密关系满意度。研究揭示了亲密关系中情绪分享和感知恋人回应对关系满意度的影响特点。     

Hostility, job attitudes, and workplace deviance: test of a multilevel model

The authors tested a model, inspired by affective events theory (H. M. Weiss & R. Cropanzano, 1996), that examines the dynamic nature of emotions at work, work attitudes, and workplace deviance. Sixty-four employees completed daily surveys over 3 weeks, reporting their mood, job satisfaction, perceived interpersonal treatment, and deviance. Supervisors and significant others also evaluated employees' workplace deviance and trait hostility, respectively. Over half of the total variance in workplace deviance was within-individual, and this intraindividual variance was predicted by momentary hostility, interpersonal justice, and job satisfaction. Moreover, trait hostility moderated the interpersonal justice-state hostility relation such that perceived injustice was more strongly related to state hostility for individuals high in trait hostility.     

Does Selection Measure Scoring Influence Motivation: One size fits all?

Current theories of applicant motivation do not take the scoring of the selection measure into account. We propose that selection measures scored objectively versus using ratings have different motivational antecedents and consequences than selection measures scored using performance ratings. Results from two studies indicated differences between a cognitive ability test (scored objectively) and both an interview and written role‐play (scored using ratings) regarding the amount of self‐reported motivation, factors related to motivation (i.e., procedural justice, perceived performance, and perceived influence), and the relationship between motivation and performance. Both perceived performance and procedural justice were related to motivation across selection measures but only procedural justice was equally important. Perceived influence was only related to motivation regarding the interview. Motivation predicted performance only on the cognitive ability test. Thus, it appears that how a selection measure will be scored should be taken into account when investigating applicant motivation.     

The Role of Consumption Emotions in the Satisfaction Response

We report 2 studies that served to clarify the role of consumption emotions in the satisfaction response. In the 1st study, we examined the role of consumption emotions within the expectancy‐disconfirmation model of consumer satisfaction and investigated whether consumption emotions are a result of product performance or disconfirmation. The findings show that both positive and negative emotions are primarily a function of product performance and influence satisfaction even when the effects of expectations, performance, and disconfirmation are controlled. In the 2nd study, we proposed and tested an alternative framework for understanding the role of consumption emotions in the satisfaction response for situations in which consumers use more of an experiential perspective to anticipate and experience consumption. According to this model, consumers form affective expectations about how consumption of the product will make them feel, experience positive or negative emotions as a result of these expectations and product consumption, and evaluate the discrepancy between experienced and anticipated emotions. All 3 variables, then, impact satisfaction. The results empirically support many of the relations in the new model of the experiential satisfaction response but also raise several interesting avenues for future research.     

The longitudinal relations between self-esteem and affective self-regulatory efficacy

The present study examines the longitudinal relations between self-esteem and perceived affective self-regulatory efficacy (i.e., self-efficacy beliefs in managing negative emotions and in expressing positive emotions). Participants were a group of 206 late adolescents (47% males) aged 16, 18, 20 and 24 years at T1, T2, T3 and T4, respectively. Findings corroborated the posited paths of mutual relations, while pointing to a major contribution of self-esteem in predicting perceived affective self-regulatory efficacy across time. In particular, self-esteem consistently predicted subsequent levels of self-efficacy beliefs in managing negative emotions and in expressing positive emotions. Paths in the opposite direction were significant but small. Findings are discussed in light of the contributions of perceived affective self-regulatory efficacy to promote self-esteem from 16 to 24 years.     

Fairness lies in the heart of the beholder: How the social emotions of third parties influence reactions to injustice

The present research explores third parties’ (e.g., jurors, ombudsmen, auditors, and employees observing others’ encounters) ability to objectively judge fairness. More specifically, the current research suggests that third parties’ justice judgments and reactions are biased by their attitudes toward the decision recipient and, in particular, the affective aspect of those attitudes as characterized by their felt social emotions. We explore how the congruence of a social emotion (i.e., the extent to which the emotion reflects feeling a subjective sense of alignment with the target of the emotion) can influence their evaluations of recipients’ decision outcomes. The five studies presented show that congruence can lead third parties to react positively to objectively unfair decision outcomes and, importantly, that the influence of social emotions on subjective justice judgments drive third party reactions to decisions, decision makers, and even national policies.     

Do it right this time: the role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures

Integrating justice and customer service literatures, this research examines the role of customer service employees' behaviors of handling customer complaints, or service recovery performance (SRP), in conveying a just image of service organizations and achieving desirable customer outcomes. Results from a field study and a laboratory study demonstrate that the dimensions of SRP--making an apology, problem solving, being courteous, and prompt handling--positively influenced customer satisfaction and then customer repurchase intent through the mediation of customer-perceived justice. In addition, service failure severity and repeated failures reduced the positive impact of some dimensions of SRP on customer satisfaction, and customer-perceived justice again mediated these moderated effects.