顾客消费情感对顾客满意感的影响

作者在广州某高校内的餐厅进行了一次实证研究,探讨顾客感觉中的服务质量、顾客情感和顾客满意感之间的关系。数据分析结果表明,顾客感觉中的软质量直接影响顾客餐后的正面情感,而顾客餐后的正面情感直接影响顾客满意感;顾客对软、硬质量的期望与服务实绩之差对顾客餐后的正面情感、顾客满意感都有显著的直接影响,顾客对软质量的期望与服务实绩之差对顾客餐后的负面情感也有显著的直接影响。此外,顾客餐前的情绪也会影响顾客餐后的情感和顾客对自己就餐经历的评估。     

Early Pregnancy Assessment Services in Australia: What psychosocial support is available? A qualitative study

ProblemWomen commonly experience emotional distress following miscarriage but do not receive the support they need from healthcare providers.BackgroundMiscarriage can result in psychological morbidity; however, appropriate support at the time of a miscarriage can lead to better psychological outcomes. Early Pregnancy Assessment Services (EPASs) are dedicated outpatient services considered the “gold standard” for miscarriage care. Little is known about the psychosocial support EPASs provide in Australia.AimsThe aim of this study was to explore the provision of psychosocial support in Australian EPASs.MethodsSemi-structured interviews were conducted with 29 purposively sampled key-informants from 13 EPASs. Interviews were audio-recorded, transcribed, and thematically analysed.FindingsConsiderable variation was found in how EPASs functioned and their provision of psychosocial support. Many services were co-located with antenatal services, run by doctors with limited experience and most did not offer any psychosocial training to staff specific to EPAS. Referrals for additional support were generally not offered for first trimester miscarriages, and follow-up typically focused on physical management rather than emotional wellbeing. All EPAS staff demonstrated a strong commitment to providing best possible care to women within their own clinical setting and acknowledged the need for improved psychosocial support.ConclusionThis study provides the first exploration of Australian EPASs’ provision of psychosocial support. It has shown that while health care professionals working in EPASs are dedicated to providing the best possible care to women within their clinical setting, psychosocial support is very limited and could be improved.     

Emotions in organization–public relationships: Proposing a new determinant

Emotions have been left largely out of debate over the indicators that make up organization–public relationship (OPR) frameworks. This exploratory study analyses the importance of emotions in OPR. Results show that emotions are highly influential in this relationship. On these grounds, the paper suggests expanding existing conceptual analyses of OPR to include emotions.     

Emotions and cosmopolitan sociability: Barriers and opportunities for intercultural encounters amongst new Chinese migrants in New Zealand

Emotions matter, particularly in experiences of migration. This article explores how emotions are involved in everyday intercultural encounters and the role of emotions in generating cosmopolitan sociability in the context of migration. The article is based upon qualitative research with 80 Chinese 1st and 1.5 generation migrants in New Zealand. We focus on ‘contact zones’ as social spaces where migrants have uneven opportunities to encounter cultural others and where ‘emotional dissonance’ can emerge through unsuccessful intercultural exchanges. In order to generate a sense of comfort and familiarity in such conflicted spaces, migrants need to invest in ‘emotional labour’ to engage in more cosmopolitan sociability as an attempt to transform ‘contact zone’ to ‘comfort zone’. Through this article we argue that emotions can both promote and encourage, but also undermine and limit the capacity to perform cosmopolitan sociability and build intercultural relations.     

Do people have accurate beliefs about the behavioral consequences of incidental emotions? Evidence from trust games

The present study examined people’s expectations of how incidental emotions could shape others’ reciprocity in trusting situations, whether these expectations affect people’s own behavior, and how accurate these expectations are. Study 1 explored people’s beliefs about the effects of different incidental emotions on another person’s trustworthiness in general. In Studies 2 and 3, senders in trust games faced angry, guilty, grateful, or emotionally neutral responders. Participants who were told about their counterpart’s emotional state acted consistently with their beliefs about how these emotions would affect the other’s trustworthiness. These beliefs were not always correct, however. There were significant deviations between the expected behavior of angry responders and such responders’ actual behavior. These findings raise the possibility that one player’s knowledge of the other’s emotional state may lead to action choices that yield poor outcomes for both players.     

Shame and pride in second-generation German identity in Melbourne,Australia: emotions and white ethnicity

As members of an established, well-integrated, white ethnic group, second-generation Germans are largely invisible in Australian society. Given this, they are easily presumed a group for whom Gans’ notion of ‘symbolic ethnicity’ might apply. However, based on interviews with adult children of German immigrants in Melbourne, Australia, this article suggests an alternative interpretation using recent literature on the role of emotions for identity. In the interviews with adult children of German immigrants in Melbourne, Australia, the notions of shame and pride in relation to ethnic identity were clearly evident. Shame often emerged in interaction with other people in Australia, and particularly in relation to Nazism and the Second World War. However, most respondents felt equally proud of their German heritage, particularly later in life. These findings suggest that ethnic identity for these second-generation Germans is a deeper, embodied experience that is similar to what Bourdieu terms habitus.     

When being overpaid makes me feel good about myself: It depends on how the other feels

The present research examined whether the emotions of others (i.e., disappointment versus happiness with respect to a received outcome) influence own self-esteem when being overpaid. Results from two experiments demonstrated that participants reported higher performance self-esteem when the other expressed happiness rather than disappointment. This effect was only found in the condition where one was overpaid relative to the condition where one did not yet know one’s own outcome. In the second experimental study we further found that this interaction between the emotion of the other and the distribution situation only emerged among participants low (relative to high) in personal need for structure. Implications with respect to the relationship between overpayment and self-esteem and the interpersonal effects of emotions in this process are discussed.     

Blessed assurance: Religion, anxiety, and tranquility among US adults

A growing body of research investigates the possible relationships between religion and mental health. After developing a series of arguments linking various aspects of religion with anxiety and tranquility, we test relevant hypotheses using data from the 1996 General Social Survey. Results show that frequency of religious attendance and the belief in an afterlife are inversely associated with feelings of anxiety and positively associated with feelings of tranquility. However, frequency of prayer has no direct association with either outcome. Strong beliefs in the pervasiveness of sin are positively linked with anxiety but unrelated to tranquility. Finally, belief in an afterlife and frequency of prayer buffer the adverse effects of poor health and financial decline on anxiety. Implications of these findings are discussed along with study limitations and promising directions for future research.