Anticipated emotion in planned versus unplanned purchase: scale development and validation

Ahmed, Sohel; Ting, Ding Hooi

doi:10.1080/02642069.2020.1779224

Cited by 5 publications

(7 citation statements)

References 51 publications

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“…, 2009), PLS-SEM is widely chosen in the nomological validity stage of many previous scale development papers (e.g. Ahmed and Ting, 2018, 2020). We thus utilized SmartPLS 3.3.3 to analyze our model.…”

Section: Methodsmentioning

confidence: 99%

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Empathetic creativity for frontline employees in the age of service robots: conceptualization and scale development

Khoa

Gip

Guchait

et al. 2022

JOSM

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PurposeWhile robots have increasingly threatened frontline employees’ (FLEs) future employment by taking over more mechanical and analytical intelligence tasks, they are still unable to “experience” and “feel” to occupy empathetic intelligence tasks that can be handled better by FLEs. This study, therefore, aims to empirically develop and validate a scale measuring the new so-called empathetic creativity as being creative in practicing and performing empathetically intelligent skills during service encounters.Design/methodology/approachThis study adopts a multistage design to develop the scale. Phase 1 combines a literature review with text mining from 3,737 service robots-related YouTube comments to generate 16 items capturing this new construct. Phase 2 assesses both face and content validity of those items, while Phase 3 recruits Prolific FLEs sample to evaluate construct validity. Phase 4 checks this construct’s nomological validity using PLS-SEM and Phase 5 experiments dedicated effort (vs natural talent) as an effective approach to foster FLEs’ perceived empathetic creativity.FindingsThe final scale is comprised of 13 refined items that capture three dimensions (social, interactive and emotional) of empathetic creativity. This research provides timely implications to help FLEs in high-contact services stay competitive.Originality/valueThis study introduces the new construct of empathetic creativity, which goes beyond the traditional definition of creativity in services and highlights the importance of empathetic intelligence for FLEs in future employment. This study also develops a multi-item scale to measure this construct, which can be applied to future service management research.

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Section: Methodsmentioning

confidence: 99%

“…To build our new scale, we designed a multistage process as seen in Table 3 by following the well-established procedure for scale development from previous service and hospitality research (Ahmed and Ting, 2018, 2020; Chi et al ., 2020a; Crawford et al. , 2021; Liu and Keh, 2015; Lu et al.…”

Section: Overview Of Scale Development Processmentioning

confidence: 99%

Empathetic creativity for frontline employees in the age of service robots: conceptualization and scale development

Khoa

Gip

Guchait

et al. 2022

JOSM

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“…We conducted CFA following the methodology proposed by Ahmed and Ting (2023). This analysis used a new data set ('quan 5 and Figure 1 for detailed results).…”

Section: Phase 3: Item Refinementmentioning

confidence: 99%

Crafting emotional engagement and immersive experiences: Comprehensive scale development for and validation of hospitality marketing storytelling involvement

Ahmed,

Sharif,

Ting

et al. 2024

Psychology and Marketing

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This study develops and validates a scale for gauging consumer involvement in storytelling (to create memorable and emotionally resonant experiences) in hospitality marketing through four phases: qualitative inquiry, construct definition, item refinement, and nomological validation. Validation involves 24 in‐depth video interviews and consecutive online surveys. The hospitality marketing storytelling involvement scale, with four dimensions—contextual cues, emotional engagement, mental cognition, and immersive experience—comprising 14 items, precisely measures consumer involvement. The scale integrates narrative transportation theory and the elaboration likelihood model to enhance understanding of consumer engagement with fundamental human cognitive and emotional processes. The validated scale offers a valuable tool for marketers to precisely assess consumer involvement and strategically leverage storytelling to evoke emotions, foster brand loyalty, and judge campaign effectiveness. In diverse marketing contexts that elicit emotions, resonate with individuals, and foster immersive experiences, the scale demonstrates remarkable adaptability. Ultimately, it can help marketers craft compelling narratives, enhance brand perception, and strengthen consumer relationships, thereby contributing to emotional connections, optimizing strategies, and enhancing consumer engagement effectiveness.

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“…Anticipated emotions can be defined as “ predictions of an outcome’s emotional consequences or beliefs about one’s own emotional responses to future outcomes ” ( Bagozzi et al, 2016 , p. 630). They play a crucial role in predicting individual behavior ( Mellers and McGraw, 2001 ; Conner et al, 2013 ; Bagozzi et al, 2016 ; Taylor et al, 2016 ; Ahmed and Ting, 2020 ). The key process of anticipated emotions is about forward-looking counterfactual thinking processes ( Mandel et al, 2005 ).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Exemplars are anticipated pleasure, guilt, frustration, pride, and regret ( Kim et al, 2013a ; Kotabe et al, 2019 ; Haj-Salem et al, 2022 ). Thus, anticipated emotions broadly involve two dimensions: positive anticipated emotions and negative anticipated emotions ( Song and Qu, 2017 ; Ahmed and Ting, 2020 ), which are distinguishable and useful for understanding consumer reaction or behavioral intention ( Babin and Attaway, 2000 ; Bagozzi et al, 2016 ). Early studies on anticipated emotions have shown that negative affective reactions in the forms of anticipated regret have a stronger effect than positive anticipated emotions on behavioral change ( Abraham and Sheeran, 2004 ; Conner et al, 2013 ; Bettiga and Lamberti, 2020 ).…”

Section: Literature Reviewmentioning

confidence: 99%

Effect of restaurant consumers’ anticipated emotions on perceived value and behavioral intention in the COVID-19 context

Jiang

Lau

2022

Front. Psychol.

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While hospitality scholars have been conducting research on post-pandemic consumption recovery, the impact of the psychological consequences of COVID-19 on consumers’ post-pandemic behavior remains insufficiently addressed. Therefore, the purpose of this study is to explore the relationships among anticipated emotions, perceived value, perceived threat, and dining-out intention in the COVID-19 context. In this study, 621 restaurant consumers in China were surveyed and the data were analyzed with structural equation modeling. The results suggested that positive anticipated emotions affect perceived hedonic, utilitarian, and social values, whereas negative anticipated emotions affect hedonic value. Hedonic and utilitarian values then influence dining-out intention. Perceived threat in terms of perceived severity and susceptibility to COVID-19 was explored to moderate the impacts of hedonic and social values on the intention. This study contributes to the literature by identifying the positive, distinct roles of both anticipated emotions on consumer dining-out intention through perceived values and threats during the early recovery of COVID-19.

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Anticipated emotion in planned versus unplanned purchase: scale development and validation

Cited by 5 publications

References 51 publications

Empathetic creativity for frontline employees in the age of service robots: conceptualization and scale development

Empathetic creativity for frontline employees in the age of service robots: conceptualization and scale development

Crafting emotional engagement and immersive experiences: Comprehensive scale development for and validation of hospitality marketing storytelling involvement

Effect of restaurant consumers’ anticipated emotions on perceived value and behavioral intention in the COVID-19 context

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