Birds of a Feather Feel Together: Emotional Ability Similarity in Consumer Interactions
| Autor: | Virginie Lopez-Kidwell, Christopher P. Blocker, Blair Kidwell, Erick M. Mas |
|---|---|
| Rok vydání: | 2020 |
| Předmět: |
Marketing
Economics and Econometrics Communication business.industry 05 social sciences 050109 social psychology Arts and Humanities (miscellaneous) Similarity (network science) Anthropology Feather visual_art 0502 economics and business visual_art.visual_art_medium 050211 marketing 0501 psychology and cognitive sciences Business and International Management Psychology business |
| Zdroj: | Journal of Consumer Research. 47:215-236 |
| ISSN: | 1537-5277 0093-5301 |
| DOI: | 10.1093/jcr/ucaa011 |
| Popis: | The authors introduce emotional ability similarity to explain consumer satisfaction in interactions with frontline sales and service employees and other consumers beyond the effects of traditional relational variables in the similarity–attraction paradigm. Four studies examine how and why similar abilities for using emotional information between two people promote relational success in marketplace exchanges. We find that, when interacting with others, consumers who exchange nonverbal information with their partners experience (dis)similarity in their emotional ability (EA). Similar dyads who rely on expressive (high–high EA pairs) or inexpressive (low–low EA pairs) emotion norms experience significantly greater satisfaction in their interactions than consumers with dissimilar norms (high–low EA pairs). Together, these findings advance the understanding of consumer relationships and satisfaction by establishing EA similarity as a new avenue for consumer research. |
| Databáze: | OpenAIRE |
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