正向偶然情绪对同属顾客干预顾客不当行为的影响研究

摘要/Abstract

摘要： 面对顾客不当行为，同属顾客的干预意愿受到多种因素的影响。本研究着眼于探讨正效价偶然情绪的作用。三个实验研究发现：（1）相对于满足情绪，带有自豪、感激情绪的同属顾客有更高的干预意愿；（2）在高感知风险情境下，正效价情绪对干预意愿的作用会被抑制；（3）高兴和惊喜这两种情绪下，干预意愿的差异并不能得到验证。本研究利用进化心理学和情绪维持理论拓展了对消费情境中正效价偶然情绪的解读，同时也对评价倾向框架在正效价偶然情绪下适用性的质疑提供了新的证据。

关键词: 正向偶然情绪, 顾客不当行为, 同属顾客, 进化心理学

Abstract: In the context of customer misbehavior, the fellow customer’s pro-social intervention intention, such as standing out and stopping the misbehavior (hereinafter referred to as intervention intention), is determined by lots of factors. The current research is mainly on the role of positive incidental emotion. By conducting 3 experiments, the authors suggest that: 1) the fellow customers who are in the incidental emotion of pride or gratitude will have higher intervention intention than those who are in the incidental emotion of contentment; 2) positive incidental emotion’s effect will be attenuated if perceived risk is high; 3) the supposed difference between the effect of joy and surprise can’t be supported. The current research extends the application of Evolutionary Psychology and Mood Maintenance Hypothesis in the context of customer misbehavior, and also provides a new proof on the query of Appraisal Tendency Framework’s robustness in positive incidental emotion.

Key words: positive incidental emotion, customer misbehavior, fellow customer, evolutionary psychology

费显政, 韩超. 正向偶然情绪对同属顾客干预顾客不当行为的影响研究[J]. 管理评论, 2021, 33(6): 134-143.

Fei Xianzheng, Han Chao. Research on the Effect of Positive Incidental Emotion on Fellow Customer’s Reaction to Jaycustomer’s Misbehavior[J]. Management Review, 2021, 33(6): 134-143.

参考文献

[1] Zemke R., Anderson K. Customers from Hell?[J]. Training, 1990,27(2):25-33
[2] Withiam G. Customers from Hell:What do They Do?[J]. The Cornell Hotel and Restaurant Administrative Quarterly, 1998,39(5):11-11
[3] Grandey A. A., Dickter D. N., Sin H. P. The Customer Is Not Always Right:Customer Aggression and Emotion Regulation of Service Employees[J]. Journal of Organizational Behavior, 2004,25(3):397-418
[4] Lovelock C. H. Product Plus:How Product and Service=Competitive Advantage[M]. New York:McGrawHill, 1994
[5] Fullerton R. A., Punj G. Repercussions of Promoting an Ideology of Consumption:Consumer Misbehaviors[J]. Journal of Business Research, 2004,57(11):1239-1249
[6] Harris L. C., Reynolds K. L. Jaycustomer Behavior:An Exploration of Types and Motives in the Hospitality Industry[J]. Journal of Services Marketing, 2004,18(5):339-357
[7] 费显政,肖胜男. 同属顾客对顾客不当行为反应模式的探索研究[J]. 营销科学学报, 2013,9(2):13-38
[8] Bitner M. J. Servicescapes:The Impact of Physical Surroundings on Customers and Employees[J]. Journal of Marketing, 1992,56(2):57-71
[9] Harris L. C., Reynolds K. L. The Consequences of Dysfunctional Customer Behavior[J]. Journal of Service Research, 2003,6(2):144-161
[10] 周航,韩超,费显政. 同属顾客干预顾客不当行为的影响机制研究——基于计划行为理论视角[J]. 品牌研究, 2016,(4):54-62
[11] 程志辉,费显政. 同属顾客的企业认同对其公民行为的影响研究——在其他顾客的不当行为情境下[J]. 华东经济管理, 2015,29(11):145-151
[12] Lerner J. S., Keltner D. Fear, Anger, and Risk[J]. Journal of Personality and Social Psychology, 2001,81(1):146-159
[13] Ekman P. An Argument for Basic Emotions[J]. Cognition and Emotion, 1992,6(3-4):169-200
[14] Fredrickson B. L. What Good Are Positive Emotions?[J]. Review of General Psychology, 1998,2(3):300-319
[15] Fredrickson B. L. The Role of Positive Emotions in Positive Psychology:The Broaden-And-Build Theory of Positive Emotions[J]. American Psychologist, 2001,56(3):218-226
[16] Fredrickson B. L. Gratitude, Like Other Positive Emotions, Broadens and Builds[M]. In Emmons R. A., McCullough M. E.(Eds.). Series in Affective Science, The Phychology of Gratitude. Oxford:Oxford University Press, 2004
[17] Fullerton R. A., Punj G. N. Choosing to Misbehave:A Structural Model of Aberrant Consumer Behavior[J]. Advances in Consumer Research, 1993,20:570-574
[18] Ma Y., Xia C., Fan G. W., et al. Scale Development of Customers' Reactions to Other-Customer Misbehavior[J]. Advanced Materials Research, 2011,204-210(2):528-532
[19] 费显政,周航. 同属顾客对顾客不当行为反应模式研究——瑟斯顿量表的开发[J]. 中南财经政法大学学报, 2013,(6):79-85
[20] Gasper K. Do You See What I See? Affect and Visual Information Processing[J]. Cognition and Emotion, 2004,18(3):405-421
[21] Smith C. A., Ellsworth P. C. Patterns of Cognitive Appraisal in Emotion[J]. Journal of Personality and Social Psychology, 1985,48(4):813-838
[22] Ellsworth P. C., Smith C. A. From Appraisal to Emotion:Differences among Unpleasant Feelings[J]. Motivation and Emotion, 1988,12(3):271-302
[23] Bollon T., Bagneux V. Can the Uncertainty Appraisal Associated with Emotion Cancel the Effect of the Hunch Period in the Iowa Gambling Task?[J]. Cognition and Emotion, 2013,27(2):376-384
[24] Tooby J., Cosmides L. The Past Explains the Present:Emotional Adaptations and the Structure of Ancestral Environment[J]. Ethology and Sociobiology, 1990,11(4):375-424
[25] Buss D. M. The Handbook of Evolutionary Psychology[M]. New York:John Wiley & Sons Inc., 2005
[26] Griskevicius V., Goldstein N. J., Mortensen C. R., et al. Going Along versus Going Alone:When Fundamental Motives Facilitate Strategic (Non) Conformity[J]. Journal of Personality and Social Psychology, 2006,91(2):281-294
[27] Kenrick D. T., Griskevicius V., Sundie J. M., et al. Deep Rationality:The Evolutionary Economics of Decision Making[J]. Social Cognition, 2009,27(5):764-785
[28] Griskevicius V., Shiota M. N., Nowlis S. M. The Many Shades of Rose-Colored Glasses:An Evolutionary Approach to the Influence of Different Positive Emotions[J]. Journal of Consumer Research, 2010,37(2):238-250
[29] Gilbert P. Evolution and Social Anxiety:The Role of Attraction, Social Competition and Social Hierarchies[J]. Psychiatric Clinics of North America, 2001,24(4):723-751
[30] Shariff A. F., Tracy J. L. Knowing Who's Boss:Implicit Perceptions of Status from the Nonverbal Expression of Pride[J]. Emotion, 2009,9(5):631-639
[31] Tiedens L. Z., Ellsworth P. C., Mesquita B. Stereotypes about Sentiments and Status:Emotional Expectations for High and Low Status Group Members[J]. Personality and Social Psychology Bulletin, 2000,26(5):560-575
[32] Stipek D. J. Motivation to Learn:From Theory to Practice Second Edition[J]. Medical Physics, 1993,28(7):1537-1538
[33] James W. What Is an Emotion?[J]. Mind, 1884,9(34):188-205
[34] Berenbaum H. Varieties of Joy-related Pleasurable Activities and Feelings[J]. Cognition and Emotion, 2002,16(4):473-494
[35] Fredrickson B. L. What Good Are Positive Emotions[J]. Review of General Psychology, 1998,2(3):300-319
[36] Ellsworth P. C., Smith C. A. Shades of Joy:Patterns of Appraisal Differentiating Pleasant Emotions[J]. Cognition and Emotion, 1988,2(4):301-331
[37] De Rivera J., Possel L., Verette J. A., et al. Distinguishing Elation, Gladness and Joy[J]. Journal of Personality and Social Psychology, 1989,57(6):1015-1023
[38] Izard C. E. Human Emotions[M]. New York:Plenum Press, 1977
[39] Mccullough M. E., Kilpatrick S. D., Emmons R. A., et al. Is Gratitude a Moral Affect[J]. Psychological Bulletin, 2001,127(2):249-266
[40] Emmons R. A., McCullough M. E. The Psychology of Gratitude[M]. New York:Oxford University Press, 2004
[41] Bartlett M. Y., Desteno D. Gratitude and Prosocial Behavior:Helping When It Costs You[J]. Psychological Science, 2006,17(4):319-325
[42] Gonzaga G. C., Keltner D., Londahl E. A., et al. Love and The Commitment Problem in Romantic Relations and Friendship[J]. Journal of Personality and Social Psychology, 2001,81(2):247-262
[43] 李晓明,黄嵘,周鑫. 偶然情绪对决策的影响[J]. 心理科学进展, 2015,23(6):919-925
[44] Lerner J., Keltner D. Beyond Valence:Toward a Model of Emotion-specific in Influences on Judgement and Choice[J]. Cognition and Emotion, 2000,14(4):473-493
[45] Tiedens L., Linton S. Judgment under Emotional Certainty and Uncertainty:The Effects of Specific Emotions on Information Processing[J]. Journal of Personality and Social Psychology, 2001,81(6):973-988
[46] Han D. H., Duhachek A., Agrawa N. Emotions Shape Decisions through Construal Level:The Case of Guilt and Shame[J]. Journal of Consumer Research, 2014,41(4):1047-1064
[47] Isen A. M., Patrick R. The Effect of Positive Feelings on Risk Taking:When the Chips Are Down[J]. Organizational Behavior and Human Performance, 1983,31(2):194-202
[48] Williams S., Voon Y. W. W. The Effects of Mood on Managerial Risk Perceptions:Exploring Affect and the Dimensions of Risk[J]. The Journal of Social Psychology, 1999,139(3):268-287
[49] Han S., Lerner J., Keltner D. Feelings and Consumer Decision Making:The Appraisal-Tendency Framework[J]. Journal of Consumer Psychology, 2007,17(3):158-168
[50] Kim H., Park K., Schwarz N. Will This Trip Really Be Exciting? The Role of Incidental Emotions in Product Evaluation[J]. Journal of Consumer Research, 2010,36(6):983-991
[51] Cavanaugh L. A., Bettman J. R., Luce M. F., et al. Appraising the Appraisal-Tendency Framework[J]. Journal of Consumer Psychology, 2007,17(3):169-173
[52] 范广伟,刘汝萍,马钦海. 顾客对同属顾客不当行为反应类型及其差异研究[J]. 管理学报, 2013,10(9):1384-1392
[53] 刘炳涛. 自豪情绪对记忆提取的影响及其自主神经变化研究[D]. 天津师范大学硕士学位论文, 2012
[54] Webster J. M., Duvall J., Gaines L. M., et al. The Roles of Praise and Social Comparison Information in the Experience of Pride[J]. Journal of Social Psychology, 2003,143(2):209-232