亲顾客偏离行为的顾客响应：基于道德情绪的理论模型

边界员工为帮助顾客或维护顾客利益而有意识偏离企业正式规章制度的“亲顾客偏离” (Pro-Customer Deviance)行为在服务型企业广泛存在。本文以刺激-有机体-反应(Stimulus-Organism-Response) 框架为逻辑主线, 以亲顾客偏离行为的双重道德属性为研究视角, 基于情绪认知评价理论和情绪功能分化理论, 构建亲顾客偏离行为的顾客响应模型。主要内容包括：(1)确立顾客对亲顾客偏离行为的道德认知评价体系, 明晰顾客对亲顾客偏离行为的道德情绪反应; (2)探究顾客道德情绪在亲顾客偏离行为与顾客再惠顾之间的中介机制; (3)关注顾客责任归因和服务情境对道德情绪及行为反应的调节作用。文章提出亲顾客偏离行为引发的顾客道德情绪和再惠顾意愿的相关命题, 并阐述了命题检验方法, 力图厘清现有研究关于亲顾客偏离行为结果的争议话题, 对道德属性视角下的亲顾客偏离行为研究具有重要理论意义, 同时为服务型企业全面评估亲顾客偏离行为的服务绩效, 发挥其积极效应, 避免其不良后果提供指导。     

背景音乐对消费者的影响：音乐契合度的视角

音乐契合度指的是背景音乐与广告、消费环境及商品特征等消费要素的契合程度。背景音乐与消费要素的契合可以体现在音乐特性、社会隐义和文化意蕴三个方面,这些契合程度能够对消费者的认知、情绪和行为等方面产生影响。若背景音乐的音乐特性与消费要素之间存在较高契合度,则能够提升消费者的注意效果、加强对商品的记忆并提升购买意图;背景音乐的社会隐义也能与消费要素产生契合关系,两者之间的契合程度决定了消费者对品牌的态度、情绪状态、对商品的记忆和选择;背景音乐与消费要素在文化意蕴方面的高度契合则能够促进消费者对品牌的态度、提升购买意愿、促进购买行为。未来研究应探索背景音乐更多的结构属性,进一步挖掘背景音乐影响消费者的边界条件,突破现有理论探索更深入的理论机制,并进一步探索音乐契合对于消费者认知和情绪的影响效应及其影响机制。     

认知固执导致持续应激的认知与神经机制

认知固执(Perseverative Cognition, PC)是一种重复或长期的消极认知表征,既能够使用量表测量,也可以通过实验诱发。认知固执会导致持续应激反应,进而影响个体的身心健康。其导致持续应激反应的认知机制体现在个体难以识别安全信号,高认知固执个体会表现出低心率变异性的显著特征;在脑机制方面主要表现为前额叶的抑制控制功能失调、杏仁核与前扣带回的病理性改变以及前额叶-杏仁核的连接减弱。未来研究应深入探讨认知固执的影响因素以及干预措施,同时需要进一步分析内隐认知固执的测量方式及其对个体的影响。     

工作场所不文明行为与职场排斥间的螺旋效应

工作场所不文明行为与职场排斥间的螺旋效应模型可用道德排除理论和情感事件理论解释。根据道德排除理论遭受工作场所不文明行为会导致受害者与实施者心理距离增加, 进而对实施者实施职场排斥; 从旁观者视角来看, 目睹工作场所不文明行为会影响旁观者的道义公正感和互动公平感进而表现出对实施者的职场排斥, 且该中介过程受到利他性的调节。同样, 基于情感事件理论, 遭受职场排斥会导致职场排斥受害者的消极情绪水平增加促使其成为工作场所不文明行为的实施者。     

Emotional Competence as a Mediator of the Relationship Between Internet Addiction and Negative Emotion in Young Adolescents in Hong Kong

Excessive use of the Internet in adolescents has been consistently found associated with multiple health concerns, especially negative emotions, and adversely affected one’s quality of life. While emotional competence is considered an important protective factor for youth development, its role in the relationship between Internet addiction and negative mental health outcomes has not been thoroughly investigated. The present study tested the mediation vs. moderation effects of emotional competence in the relation between Internet addiction and negative emotion in young adolescents based on 404 Hong Kong secondary school students (age = 12.4 ± 0.8 years). The results of structural equation modeling supported the mediation effect of emotional competence, but not its moderation effect. Internet addiction has both a direct influence on adolescents’ negative emotions, and an indirect effect through decreasing emotional competence. In particular, regulation of emotion appeared to be the only emotional competence dimension that mediates the relationship between Internet addiction and negative emotions. The findings suggest the importance of promoting emotional regulation competence to improve the quality of life of adolescents with Internet addiction problems.

     

The Effects of Shopping Well-Being and Shopping Ill-Being on Consumer Life Satisfaction

Individuals hold two distinct sets of beliefs about shopping activities: Positive beliefs regarding the degree to which shopping contributes to quality of life (shopping well-being), and negative beliefs related to the degree to which shopping activities result in overspending time, effort, and money (shopping ill-being). Shopping well-being and shopping ill-being are conceptualized as independent constructs in that shopping ill-being is not treated as negative polar of a single dimension. That is, one can experience both shopping well-being as well as shopping ill-being, simultaneously. We hypothesized that (1) shopping well-being is a positive predictor of life satisfaction, (2) shopping ill-being is a negative predictor of life satisfaction, and (3) shopping well-being does contribute to life satisfaction under conditions of low than high shopping ill-being. The study surveyed 1035 respondents in the UK. The study results supported hypotheses 1 and 3, not Hypothesis 2. The paper discusses the implications of these findings for retailers, macro-marketers, and policy makers.     

One country,two cultures: Implicit space–time mappings in Southern and Northern Vietnamese

What determines how people implicitly associate the “past” and “future” with “front” and “back”? According to the Temporal Focus Hypothesis (TFH), people's cultural attitudes toward time influence their implicit space–time mappings. However, previous research mainly used cross‐cultural comparison in which the cultures compared differ not only in attentional focus on temporal events, but may also differ in other cultural values. Thus, the specific role of cultural attitudes toward time has not been tested. In the current study, we compared Southern and Northern Vietnamese who have many aspects in common but demonstrate cultural differences in attitudes toward the past and future. The results showed that the two groups of participants tended to think about time according to their temporal focus. Taken together, this pattern of results showed that within‐cultural differences in temporal focus can also predict variation in space–time mappings, which provides further supporting evidence for the TFH.     

A population-based 2-year longitudinal study of insomnia disorder in a Chinese population in Hong Kong

There is a paucity of literature examining the longitudinal course of insomnia using standardized diagnostic criteria. This study aims to evaluate the persistence, remission, relapse, and incidence rates of insomnia symptoms and insomnia disorders according to the Diagnostic and Statistical Manual of Mental Disorders, 4th and 5th edition (DSM-IV and DSM-5). A total of 398 community dwellers were interviewed annually over two years using the Brief Insomnia Questionnaire, a validated questionnaire for deriving insomnia diagnoses. Normal sleepers were defined according to the DSM-5 quantitative criteria as having insomnia symptoms at most twice per week. Estimates were weighted against population age and sex distribution. Persistence for two consecutive years was 26.3, 26.4, and 23.0% for insomnia symptoms, DSM-IV, and DSM-5 insomnia disorders; remission rate was 55.8, 22.9, and 26.1%, relapse rate was 21.8, 1.3, and 0%, while incidence rate was 62.4, 19.6, and 4.5%. The common trajectories for DSM-IV insomnia disorder were to remain the same (26.4%), followed by a change to insomnia symptoms at the second year (25.7%), and at the third year (17.3%). For DSM-5 insomnia disorder, a change to insomnia symptoms at the second year was the commonest (28.3%), followed by continuing the same (23.0%), and a change to insomnia symptoms at the third year (14.0%). Over a two-year naturalistic follow-up, persistence of insomnia disorder was roughly 25%. Changes from insomnia disorder to insomnia symptoms were common; however, remission only occurred in about 25%, highlighting the chronic course of insomnia, perhaps due to a lack of treatment, under-treatment, or resistance to treatment. Incidence of insomnia symptoms was 62.4%, suggesting a high risk of developing insomnia in the general population.     

Positive affect mediates the relationships between resilience,social support and posttraumatic growth of women with infertility

This study aims to explore the relationship between resilience, social support, positive affect and posttraumatic growth among Chinese women with infertility, and to examine the mediating role of positive affect. A convenience sample of 1733 women diagnosed with infertility was recruited from the infertility outpatient clinics at three reproductive hospitals in Shandong Province of China between May 2015 and April 2016. They completed a background questionnaire, the Posttraumatic Growth Inventory, the Perceived Social Support Questionnaire, the Connor-Davidson Resilience Scale, the Positive and Negative Affect Schedule. Individuals reported high levels of PTG (M = 64.81; SD = 16.20). Perceived social support (β = .11, p < .001), resilience (β = .18, p < .001) and positive affect (β = .46, p < .001) were related to PTG. Positive affect may play a mediating role in the relationships between resilience (.125, .201, p < .001), social support (.055, .121, p < .001) and PTG. This study examines the effects of resilience, social support, and positive affect on PTG among Chinese infertile women. Wherein, positive affect may play a mediating role in the relationships between resilience, social support and PTG.