Exploring the Role of Alternative Perceived Performance Measures and Needs-Congruency in the Consumer Satisfaction Process

Prior research suggests that perceived performance of a product or a service is directly linked to postpurchase satisfaction. We argue that this causal relationship might be a measurement artifact and/or insufficient modeling of the satisfaction process rather than an accurate assessment of how consumers form satisfaction judgments. To test our hypotheses, a 2 x 2 x 2 (Performance x Expectations x Needs) factorial design was used with 2 types of perceived performance measures (value-laden and objective). The findings demonstrate that the observed direct link from perceived performance to overall satisfaction diminishes when more objective perceived performance indicators replace the commonly used value-laden measures. Furthermore, desire-congruency was found to contribute independently to satisfaction over and above a disconfirmation-of-expectations standard. In fact, desire-congruency was found to be a better predictor of satisfaction than disconfirmation-of-expectations. Finally, our results suggest that the direct performance–satisfaction link becomes insignificant when the modeling of the satisfaction process is improved. Taken together, these findings support the view that the frequently observed high correlations between perceived performance and satisfaction might be a reflection of the type of measures used and/or insufficient capturing of the evaluative process leading to satisfaction, rather than support for a direct causal link.     

Emotions naturally and laboriously expressed: Antecedents,consequences, and the role of valence

The emotion regulation literature has focused primarily on comparing the methods of surface acting and deep acting, yet scholars have also noted the importance of naturally felt emotions as a means for achieving a desired emotional display. The literature has also mainly examined positive displays, yet there are many situations that call for the display of negative emotions. To advance theory and research, we draw from theory on central principles of approach/avoidance motivation to understand why an individual would choose a given emotional display method, as well as the extent to which a given method is beneficial versus harmful to individuals. In doing so, we identify the valence of the emotion being displayed as a critical factor influencing the benefits and detriments of emotional display methods. Results of a 3-week experience-sampling study of 218 employees revealed that mood was associated with the natural display of positive emotion, promotion focus was associated with deep acting, and prevention focus was associated with surface acting. In positive display contexts, displaying emotion naturally was most beneficial (in terms of effects on emotional exhaustion, job satisfaction, and work withdrawal), whereas surface acting was most detrimental. In negative contexts, this relationship pattern was reversed.     

Honesty and heroes: a positive psychology view of heroism and academic honesty

Academic honesty is under-researched in contrast to academic dishonesty. A majority of students self-report cheating in college. A low probability of punishment is reflected by few tried cases of academic misconduct. The authors argue that students who are in the minority by not engaging in academic dishonesty show considerable character strength and are examples of everyday heroes. The authors consider heroes persons who are courageous, have empathic concern for others, and have a high degree of honesty. Experiment 1 established courage, empathy, and honesty as predictors of academic honesty. Experiment 2 replicated these findings and found heroism to be predictive of students' future intent to cheat. These experiments have constructed an effective working model of heroism in the context of the academic environment.