Alle Publikationen
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2017
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(2017): The Influence of Parental and Communication Style on Consumer Socialization. In: Journal of Advertising Research 57 (3), S. 319-334. DOI: 10.2501/JAR-2017-002
DOI: https://doi.org/10.2501/JAR-2017-002 Abstract: This meta-analysis merged family communication pattern (FCP) and parental socialization literature streams to offer renewed perspectives on how parents intervene in media-related consumer-socialization interactions with children. With only one exception, FCP-type effects were not different from theorized corresponding parental socialization-style effect sizes. This supports prior literature suggesting equivalency between specific FCP and parental socialization pairs. Furthermore, when certain FCP–parental socialization pairs were compared with other pairs on socialization interactions, such as control, coviewing, and discussing media strategy, differences were found that prior theorizing would have supported. Implications of these results are discussed, including what they suggest for managers. (PsycINFO Database Record (c) 2017 APA, all rights reserved) zitiert von 2
2015
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(2015): Tipping customs. The effects of national differences in attitudes toward tipping and sensitivities to duty and social pressure. In: Journal of Behavioral and Experimental Economics 57, S. 158-166. DOI: 10.1016/j.socec.2014.07.005
Abstract: Consumers around the world often give voluntary sums of money (called 'tips') to the service workers who have served them, but the set of tipped professions and the amounts tipped to any one profession differ from country to country. One explanation for these national differences in tipping customs is that they reflect national differences in attitude toward tipping, sensitivity to duty/obligation to tip, and sensitivity to social pressure to tip. Furthermore, these variables have been hypothesized to mediate the previously observed effects on tipping customs of national extraversion, psychoticism and neuroticism respectively. Analyses of secondary data found support for these explanations of national differences in tipping customs, but only partial support for their roles as mediators of national personality effects on tipping customs. The theoretical and practical implications of the findings are discussed along with study limitations and directions for future research. (PsycINFO Database Record (c) 2016 APA, all rights reserved) zitiert von 6
2014
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(2014): Buffering the negative effects of employee surface acting. The moderating role of employee-customer relationship strength and personalized services. In: The Journal of applied psychology 99 (2), S. 341-350. DOI: 10.1037/a0034428
DOI: http://www.ncbi.nlm.nih.gov/pubmed/24079672 Abstract: The impact of emotional labor on customer outcomes is gaining considerable attention in the literature, with research suggesting that the authenticity of emotional displays may positively impact customer outcomes. However, research investigating the impact of more inauthentic emotions on service delivery outcomes is mixed (see Chi, Grandey, Diamond, & Krimmel, 2011). This study explores 2 potential reasons for why the service outcomes of inauthentic emotions are largely inconsistent: the impact of distinct surface acting strategies and the role of service delivery context. Drawing on social-functional theories of emotions, we surveyed 243 dyads of employees and customers from a wide variety of services to examine the links between employee surface acting and customer service satisfaction, and whether this relationship is moderated by relationship strength and service personalization. Our findings suggest that faking positive emotions has no bearing on service satisfaction, but suppressing negative emotions interacts with contextual factors to predict customers' service satisfaction, in line with social-functional theories of emotions. Specifically, customers who know the employee well are less sensitive to the negative effects of suppressed negative emotions, and customers in highly personalized service encounters are more sensitive to the negative effects of suppressed negative emotions. We conclude with a discussion of theoretical and practical implications.
2009
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(2009): Angry, guilty, and conflicted: Injustice toward coworkers heightens emotional labor through cognitive and emotional mechanisms. In: Journal of Applied Psychology 94 (2), S. 429-444. DOI: 10.1037/a0013804
DOI: https://doi.org/10.1037/a0013804 Abstract: This study drew on fairness theory and affective events theory to explain why individuals' emotional labor is impacted by injustice extended toward coworkers by their customers. Pairs of participants worked side by side as customer-service representatives for a simulated organization. They interacted with fair/unfair customers as well as observed face-to-face service encounters between their coworker and fair/unfair customers. Results indicated that participants' emotional labor increased both as a result of unfairness directed toward themselves as well as toward their coworkers. These effects were mediated by both discrete emotions and fairness-related counterfactual thinking and were significant even when the participants themselves had been treated fairly.
1986
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(1986): Konsument und Gewohnheit. Eine theoretische und empirische Untersuchung zum habituellen Kaufverhalten. Heidelberg, Germany: Physica-Verlag HD
Abstract: Verhaltenswissenschaftliche Theorien zur Entstehung von Kaufgewohnheiten werden dargestellt und diskutiert. Die vorhandenen Ansätze werden in einem konzeptuellen Rahmen diskutiert, dessen Elemente in einer empirischen Studie zum Produktbereich Babyartikel überprüft werden. - Aus dem Inhaltsverzeichnis: (1) Kaufgewohnheiten im Rahmen der verhaltenswissenschaftlichen Konsumentenforschung. (2) Lernpsychologische Ansätze der Entstehung von Kaufgewohnheiten. (3) Soziologische Ansätze der Entstehung von Kaufgewohnheiten. (4) Ansätze der Konsumentenforschung zur Entstehung von Kaufgewohnheiten. (5) Design und Ziele einer empirischen Studie zur Habitualisierung ("Baby-Design"). (6) Informationsverarbeitung und Habitualisierung. (7) Interpersonelle Kommunikation und Habitualisierung. (8) Evoked-Set und Habitualisierung. (9) Kaufverhalten und Habitualisierung. (10) Empirische Habitualisierungsphasen beim Kauf von Windeln. (11) Das empirische Konzept der Habitualisierung - Zusammenfassung und Beurteilung der Ergebnisse. zitiert von 18
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