The impact of generation Y’s customer experience on emotions: online banking sector

Recently, banking sector focused on attracting Generation Y (individuals born between 1980 and 2000) because they have emerged as a huge force with growing spending power which will unavoidably rival with Baby Boomers’ market dominance. They try to attract them through a unique customer experience, especially the ability of differentiation. Using the Mehrabian & Russell’s model of stimulus (S) - organism (O) - response (R), this study developed the Generation Y customer experience framework that intends to explain their consumer emotional responses toward customer experience attributes in a bank through three aspects: pleasure, dominance, and arousal toward online banks. Empirical evidence, based on data from a survey suggests that the overall customer experience attributes in the bank had a positive relation with emotional responses in different ways. “Value for money”, “Getting things right the first time” and “Put the consumer first” emerged as the most important attributes for Generation Y in experiencing a bank.info:eu-repo/semantics/acceptedVersio

Pity for economically disadvantaged groups motivates donation and ally collective action intentions

We argue that pity can motivate collective action intentions toward groups that are both politically and economically deprived. We tested this connection in four online surveys and an experiment. In Study 1 (N = 1,007), pity for the Roma in Hungary predicted collective action intentions, which was replicated in Study 2 in connection with refugees in Germany (N = 191) and in Hungary (N = 563). Study 3 (N = 475) demonstrated that for not economically but politically disadvantaged groups (e.g., sexual minorities), pity was not a predictor of ally action. In an experiment (Study 4, N = 447), pity was just as strong a predictor of collective action intentions as outrage on behalf of an economically and politically disadvantaged outgroup. Pity can be a mobilizing emotion when it comes to groups that are both economically and politically disadvantaged; however, outrage remains more important in the absence of economic hardship

Engagement in Vice Food and Beverage Consumption: The Role of Perceived Lack of Control

Prior research has established a link between lacking control over one's life, the resulting stress, and the maladaptive outcome of eating disorders. However, such research has left unexamined the exact link among perceptions of control, stress, and unhealthy food choices. This study aims to fill this gap by identifying the exact sequence linking these variables and explaining why stress induced by low control leads to engagement in vice food consumption. Based on self-licensing theory, we predict that a perceived lack of control indirectly prompts people to engage in vice food and beverage consumption, because a lack of control leads to higher personal stress and, consequently, a need to escape through self-indulgence. Across one survey-based study in France and two experiments (in the United States and the United Kingdom), we find consistent support for our hypothesis. The results support the prediction that a perceived lack of control increases the consumption of unhealthy foods and beverages. Specifically, when consumers feel a lack of control over their life, they experience stress, seek an escape from this stress, and end up self-indulging through the consumption of vice food and beverages. For public policy-makers and brand managers, the results suggest that having people perceive more control over their life is of particular importance to staying healthy.fals

Why Are International Visitors More Satisfied with the Tourism Experience? The Role of Hedonic Value, Escapism, and Psychic Distance: .

International audiencePrevious studies have consistently observed that international visitors are more satisfied with the tourism experience than their domestic counterparts. To date, however, no study has provided empirical evidence of the mechanism that could explain this phenomenon. Building on the experiential paradigm, we conducted two empirical studies (a field study and an online experiment) showing that the reason foreign (vs. domestic) visitors exhibit higher levels of satisfaction lies in the greater hedonic value that these tourists derive from their experience. Moreover, the greater hedonic value observed among international foreign visitors is due to the deeper feeling of escapism they experience by traveling abroad. We also demonstrate that this effect is explained by the concept of psychic distance, whereby going abroad leads to a greater perception of psychic distance, and subsequently escapism, hedonic value, and satisfaction with the tourism experience

Perceiving Control over the Exchange on Peer-to-Peer Platforms: Measurement and Effects in the Second-Hand Market

While the emergence of peer-to-peer (P2P) platforms has revolutionized the way people exchange goods, these platforms face the need to provide appealing products offered by independent providers. However, those providers have to deal with anonymous buyers, potentially hindering their perception of control over the exchange and their subsequent willingness to use the platform. Our research addresses this issue of providers’ control. Because prior research uses either environment-centric or individual-centric measures of control, no accurate measure of perceived control exists. This research aims to contribute by providing a scale that—in line with control theories—differentiates among the perceptions of control that derive from individual (i.e., skills-related) and those that emerge from the environment (i.e., security-related, autonomy-related). The results of four empirical studies performed in the second-hand market provide strong empirical support for the validity of our control scale, and its ability to explain the provider’s experience on the P2P platform

Monetary Scarcity Leads to Increased Desire for Assortment: .

International audienceMoney is a unique resource that provides considerable freedom and options to consumers. Restrictions on money may have a broader impact on consumers than similar restrictions to other desirable resources. In the first two studies, we show that within two different resources, money and space, only money prompts a stronger desire for a large assortment. In two subsequent studies, we find that when individuals face monetary scarcity, they place more value on their freedom of choice, in that they are dissatisfied with small assortments (study 3) and tend to prefer to keep their choice options open (study 4). Importantly, this effect is especially strong among highly reactant consumers

When does an ethical attribute matter for product evaluation? The role of warm‐glow feelings for low‐rated products

Research on the effects of ethical attributes has recently gained traction. However, limited research has addressed consumer response to ethical attributes in the current context where product ratings have become of primary importance to make decisions. Specifically, this study examines the relative effect of ethical attributes on product evaluations across different product ratings. Building on cue consistency theory and the negativity bias, we suggest that ethical attributes gain weight when consumers evaluate a low‐rated product. This process leads consumers to anticipate more warm‐glow feelings, generating better evaluations for such low‐rated products featuring an ethical attribute (vs. another type of attribute). Two experiments provide consistent empirical support for this prediction, and demonstrate that, compared to other attributes or no attribute, an ethical attribute increases product evaluations to a larger extent when the product received low (vs. higher) ratings. We show that this effect occurs because of warm‐glow feelings: when product ratings are low, consumers anticipate more warm‐glow feelings from purchasing a product with an ethical attribute (vs. another type of attribute), leading to better product evaluations. These findings have direct managerial and ethical implications for practitioners

Social acceptance of wind and solar power in the Brazilian electricity system

Renewable energy is often associated with the production of clean electricity and free of significant adverse impacts. However, several studies have been highlighting the importance of the assessment of social impacts of these technologies, including not only the benefits but also the potential negative aspects most frequently affecting local population. The energy matrix in Brazil is already built up on a renewable system largely supported on hydropower but other technologies with special emphasis on wind power start to have a major role, with a strong growth forecasted for this sector in the coming years. This article discusses the integration of solar and wind power in the Brazilian electricity system focusing on the social awareness and acceptance for the population living in high potential regions. For this, a questionnaire was proposed with the aim of evaluating the level of knowledge of wind and solar power, their social acceptance and perceptions towards cost, local development and environmental impacts. The questionnaire was implemented in an academic institution in the State of Rio Grande do Norte (RN) including students and professors as key actors for the present and future energy policy decision making. The implementation process and the obtained results are described allowing to conclude on the high level of acceptance of solar and wind power in the country and the region, with low evidence of not in my backyard syndrome.The authors wish to acknowledge the support of ALGORITMI research Centre at University of Minho. This work has been supported by COMPETE: POCI-01-0145-FEDER-007043 and FCT-Fundacao para a Ciencia e Tecnologia within the Project Scope: UID/CEC/00319/2013. The authors are grateful to the Rectory of Instituto Federal de Educacao, Ciencia e Tecnologia do Rio Grande do Norte (IFRN) who allowed for the implementation of the survey.info:eu-repo/semantics/publishedVersio