this study examined the impact of emotion on customer service and service output deals. the main objective of this study was to investigate the impact of physical environment and social services, the excitement, satisfaction and behavioral intentions of customers and ultimately service outputs. the study of the physical environment has two dimensions and design of physical and social environmen...

A ®eld experiment demonstrated that forming implementation intentions was e€ective in changing complex everyday behavior, in this case establishing a healthier diet. Implementation intentions concerned a speci®c plan for when and how to act. The e€ect of implementation intentions was additive to the prediction of healthy eating by behavioral intentions to eat healthily. Implementation intention...

Recently developed models of fairness can explain a wide variety of seemingly contradictory facts. The most controversial and yet unresolved issue in the modeling of fairness preferences concerns the behavioral relevance of fairness intentions. Intuitively, fairness intentions seem to play an important role in economic relations, political struggles and legal disputes. Yet, so far there is litt...

Utilizing the Theory of Planned Behavior (TPB) as a framework for understanding employee intentions to support organizational change, this study examined the extent to which attitude, subjective norm, and perceived behavioral control (PBC), as well as the interactive effect of group norm and ingroup identification, predicted intentions to carry out change-supportive activities. It also was hypo...

Executive summary To remain competitive in the services sector, companies must better understand what drives key customer behaviors such as purchase intent and repeat purchase frequency. The use of Structural Equation Modeling (SEM) and IBM SPSS Amos* is quickly emerging as a powerful approach to understanding this relationship, not only in academia but also in the corporate and public sectors....

BACKGROUND Scholars in a variety of disciplines are interested in understanding the conditions under which social norms affect human behavior. Following the distinction made between descriptive and injunctive norms by the focus theory of normative conduct, the theory of normative social behavior predicts that the influence of descriptive norms on behavior is moderated by injunctive norms, outco...

If intergroup emotions are functional, successfully implementing an emotion-linked behavioral tendency should discharge the emotion, whereas impeding the behavioral tendency should intensify the emotion. We investigated the emotional consequences of satisfying or thwarting emotionally induced intergroup behavioral intentions. Study 1 showed that if an attack on the ingroup produced anger, retal...