Appraisal Tendencies Research Articles

Robots vs humans: an examination of emotional and cognitive responses in upselling and cross-selling

Purpose Besides the mainstream discussion around customer expectation, this study aims to review would customer surprise be influential in up- and cross-selling. Although hotel customers are becoming more used to robotic services, due to a negative impression of the robot’s lack of warmth, other customers still prefer the human-to-human services. Thus, what happens when up- and cross-selling are delivered by a robot versus human salesperson? Design/methodology/approach This study designs three experiments to investigate how guests would be surprised by a human or robot salesperson when checking in following a scenario of up- and cross-selling. This paper has three studies and data were collected through an online survey with the United States residents (n = 270). Findings This study validates that when up- and cross-selling are conducted separately, a human salesperson performs a better job in terms of achieving higher customer surprise, satisfaction, perceived value and reuse intention. When promoting both up- and cross-selling together, a robot salesperson has a more competitive performance in all examined measures. Research limitations/implications This study contributes elucidations on a theoretical conception of Appraisal Tendency Framework and extends the idiomatic impression that humans are more favorable than robots when an intensive personal interaction is involved. Practical implications This study inspires hospitality practitioners an optimal strategy in adopting human or robot employees for up- and cross-selling. Suggestions for marketing management and service operation with analytical methods are elucidated. Originality/value This study not just fills all indicated knowledge voids but proffers theoretical and practical insights.

Mediating effect of cognitive appraisal and coping on anticipatory grief in family caregivers of patients with cancer: a Bayesian structural equation model study

BackgroundAnticipatory grief is common among family caregivers of cancer patients and may be related to caregiver burden, family resilience, psychological capital, cognitive appraisal, and coping strategies. The purpose of this study was to examine the mediating role of cognitive appraisal and coping strategies in the relationship between caregiver burden, family resilience, psychological capital, and anticipatory grief among caregivers of cancer patients.MethodsThis study surveyed from January to September 2023 among 265 caregivers of lung and breast cancer patients in two public hospitals. They completed measures of caregiver burden, family resilience, psychological capital, cognitive appraisal, coping, and anticipatory grief. AMOS software was used to model the data with Bayesian structural equation modeling.ResultsBayesian structural equation modeling results showed that caregiver burden had a direct effect on anticipatory grief. The chain mediating effects for cognitive appraisal tendency and coping tendency between caregiver burden, family resilience, psychological capital, and anticipatory grief, respectively. Coping tendency acted as a mediator between psychological capital and anticipatory grief.ConclusionsThe relationships between caregiver burden, family resilience, and psychological capital with anticipatory grief are embedded in the mediating effects of cognitive appraisal and coping. Early identification and intervention for caregiver burden, family resilience, psychological capital, cognitive appraisal, and coping methods may prevent anticipatory grief in caregivers of cancer patients.

How individuals cope with anger- and sadness-induced narrative misinformation on social media: roles of transportation and correction

Abstract Purpose The spread of health conspiracies and misinformation online threatens public health as most Americans choose to acquire health information online. This study examines how discrete emotions like anger and sadness influence individuals’ responses to narrative-based health misinformation, proposing a theoretical model of narrative misinformation coping and exploring the mechanisms through which these emotions affect risk perception and misinformation coping. Design/methodology/approach Through a 2 (Misinformation type: narrative vs. non-narrative) × 2 (Issue: climate change vs. fentanyl overdose) × 2 (Correction: present vs. absent) online experiment (N = 401), our results underscore the importance of both risk coping and misinformation coping in individuals’ responses to emotional narrative misinformation, along with the role of narrative transportation in intensifying felt emotions and facilitating both types of coping. Findings Our results elucidate how individuals cope with anger- and sadness-induced narrative misinformation. Specifically, sadness decreases susceptibility to narrative misinformation’s negative effects, and anger prompts intuitive actions. Narrative transportation deepened felt emotions and both coping processes, and corrections reduced the perceived truthfulness of misinformation. Practical implications Our findings offer practical strategies for mitigating misinformation by disrupting narrative transportation, particularly for anger-induced stories. Social implications Our findings can contribute to the development of targeted policies aimed at mitigating online misinformation dissemination and provide a roadmap to executing effective correction measures. Originality/value This study proposes and tests a theoretical model of people’s responses to narrative misinformation addressing both misinformation coping and risk coping through cognitive and behavioral routes. The model also explains how transportation, along with different appraisal tendencies, can intensify both coping processes.

The impact of anger on intertemporal decision-making in individuals with internet addiction: an fNIRS study.

Intertemporal decision-making is the choice between an immediate smaller reward (SS) and a delayed larger reward (LL). Intertemporal decision-making depends on the interaction of the cognitive and emotional systems, and the latter is particularly vital. According to the Appraisal Tendency Frame (ATF) theory, anger influences intertemporal decision-making by increasing an individual's sense of certainty and control. This study examined whether anger affects intertemporal decision-making in individuals with internet addiction (IA) in this manner and investigated its neural mechanisms. Nineteen individuals with IA and 20 healthy controls were recruited. All subjects performed the Monetary choice task under anger and neutral emotions while functional near-infrared spectroscopy (fNIRS) equipment simultaneously recorded the hemodynamics in the prefrontal cortex (PFC). Individuals with IA showed a more considerable delay discount and lower brain activations in the orbitofrontal cortex (OFC) and left dorsolateral prefrontal cortex (L-dlPFC) compared to HC. Moreover, individuals with IA made more LL choices in the angry condition than in the neutral emotion, yet there was no difference in HC. The brain activation in L-dlPFC of individuals with IA tends to increase in the angry condition compared to the neutral condition. These findings revealed that impairment of intertemporal decision-making in individuals with individuals with IA might be related to the dysfunction of OFC and L-dlPFC. Our work also provided initial footing for the applicability of the appraisal tendency frame theory to individuals with IA, and L-dlPFC might play a role in the effects of anger on intertemporal decision-making.

Development and Validation of the Ease of Imagery Questionnaire.

The present series of studies aimed to develop and provide initial validation of the Ease of Imagery Questionnaire (EIQ)-a measure assessing ease of imaging different positive and negative imagery content reflective of valence and engaging or disengaging in adverse situations. Five studies were conducted to collectively examine the questionnaire's factor structure and concurrent validity. Study 1 (N = 336) and Study 2 (N = 207) informed the development of 16 items of the EIQ, with a four-factor structure supported in Studies 3 (N = 219), 4 (N = 135), and 5 (N = 184) using confirmatory factor analysis. Study 3 also supported concurrent validity with significant bivariate correlations (p < .05) with the similar Sport Imagery Ability Questionnaire subscales, while studies 4 and 5 demonstrated criterion validity in the EIQ's prediction of challenge and threat appraisal tendencies, perceived stress, stress mindset, and anxiety and depressive symptoms. Overall, the EIQ demonstrates a replicable four-factor structure and appears to assess ability to image content associated with positive and negative emotions as well as demanding stress-evoking situations.

The role of positive emotion in harmful health behavior: Implications for theory and public health campaigns

Meta-analyses have concluded that positive emotions do not reduce appetitive risk behaviors (risky behaviors that fulfill appetitive or craving states, such as smoking and excessive alcohol use). We propose that this conclusion is premature. Drawing on the Appraisal Tendency Framework and related theories of emotion and decision-making, we hypothesized that gratitude (a positive emotion) can decrease cigarette smoking, a leading cause of premature death globally. A series of multimethod studies provided evidence supporting our hypothesis (collective N = 34,222). Using nationally representative US samples and an international sample drawn from 87 countries, Studies 1 and 2 revealed that gratitude was inversely associated with likelihood of smoking, even after accounting for numerous covariates. Other positive emotions (e.g., compassion) lacked such consistent associations, as expected. Study 3, and its replication, provided further support for emotion specificity: Experimental induction of gratitude, unlike compassion or sadness, reduced cigarette craving compared to a neutral state. Study 4, and its replication, showed that inducing gratitude causally increased smoking cessation behavior, as evidenced by enrollment in a web-based cessation intervention. Self-reported gratitude mediated the effects in both experimental studies. Finally, Study 5 found that current antismoking messaging campaigns by the US Centers for Disease Control and Prevention primarily evoked sadness and compassion, but seldom gratitude. Together, our studies advance understanding of positive emotion effects on appetitive risk behaviors; they also offer practical implications for the design of public health campaigns.

Exploring the Moderating Effects of Incidental Emotions on Rewards for Encouraging Hotel Guests’ Towel Reuse Behavior

Promoting sustainable practices to hotel guests, such as towel reuse, can help reduce the hotel industry’s environmental impact and raise awareness about the importance of environmental conservation. However, little is known about how hotel guests’ incidental emotions that arise incidentally (not intentionally induced) influence the effectiveness of rewards in promoting sustainable behavior. This study adopts the Appraisal Tendency Framework (ATF) to examine the interaction effect of incidental emotions (hope vs. fear) and reward certainty on tourists’ pro-environmental behaviors. The study employs a 2 × 2 between-subject experimental design (Incidental emotions: hope vs. fear) × (Reward types: certainty vs uncertainty). The findings show that there are significant interaction effects of incidental emotions and (un)certain monetary rewards on guests’ towel reuse behavior. The research has both theoretical implications for research on reward types and incidental emotions and practical implications for designing and implementing rewards to encourage pro-environmental behaviors.

When We Are Happy, We Are the Same—Emotions as a Boundary Condition for the Impact of Cultural Differences on Strategic Decisions

Strategic decision-making research has mainly relied on the values-based approach to culture. However, the dynamic constructivist approach to culture has shown that cultural tendencies may also be altered by contingency factors in the decision-making process itself. We theorize based on the appraisal tendency framework as well as the concept of cultural affordances that emotions, such as happiness, can alter the cultural dispositions of managers from Western and East Asian contexts. To test our hypotheses, we conduct a lab-in-the-field experiment with 187 executives from China and Germany, and measure emotions based on participants’ psychophysiological skin conductance responses. Our results show that happiness moderates and can even reverse initial cultural dispositions in executives’ strategic decision-making behavior. These findings suggest that emotions may be important contingency factors that can alter the initial cultural dispositions of decision makers in the strategy process.

Examining the Mediating Role of Challenge and Threat Appraisal Tendencies on the Relationships Between Mastery Imagery Ability, Perceived Stress and Proactive Coping

Given the associations between mastery imagery ability, challenge and threat appraisal tendencies, perceived stress and proactive coping, and the implications for health, this research utilised a two-study approach to assess these associations and was the first study to examine whether appraisal states had a mediating role on the relationships of mastery imagery ability with perceived stress and proactive coping. Study 1 used a sample of 148 participants (M age = 22.52, SD = 4.36 years) and Study 2 used a sample of 338 participants (M age = 19.26, SD = 1.58 years). Participants completed online questionnaires measuring mastery imagery ability, challenge and threat appraisal tendencies, perceived stress, and proactive coping. In Study 1, only threat appraisal mediated the relationship between mastery imagery ability and perceived stress. However, both challenge and threat appraisal mediated the relationship between mastery imagery ability and proactive coping. Study 2 results showed challenge appraisal also mediated these relationships, but threat appraisal played no mediating role. Both studies demonstrate the important mediatory role of stress appraisal states, and the role they can have in regulating stress, but further research is warranted to establish when one stress appraisal may mediate the relationship over the other.

Will you forgive it? The interactive effects of crisis news framing and crisis communication message framing on tourists’ forgiveness

ABSTRACT The different effects of crisis communication on different negative emotions induced by tourism crisis news remain under-explored. Drawing on the appraisal tendency framework, this study analyzes and verifies the interactive effects of anger-inducing news with rational crisis communication messages and anxiety-inducing news with humorous messages on tourists’ forgiveness. Furthermore, perceived sincerity mediates the former relationship and destination trust mediates the latter. Our study contributes to the existing research regarding the applicability of humorous crisis communication. The results provide theoretical insight into tourism crisis communication from the perspective of message framing selection and promot the reconstruction and governance of post-crisis destination reputation.

The mediating role of proactive coping in the relationships between stress mindset, challenge appraisal tendencies, and psychological wellbeing.

Stress is ubiquitous and how individuals view the nature of stress can influence psychological wellbeing. The present study aimed to investigate the mediating role of proactive coping on the relationships between stress mindset and challenge appraisal tendencies and examine how this in turn related to psychological wellbeing. A secondary aim was to investigate if there were any differences in stress mindset between athletes and non-athletes. It was hypothesised that stress mindset would be indirectly positively associated with challenge appraisal tendencies through proactive coping, that a challenge appraisal tendency would positively relate to vitality, and that vitality would negatively relate to depressive symptoms. It was also hypothesised that athletes would possess more facilitative views of stress compared with non-athletes. Two hundred and seven individuals (n = 101 athletes, n = 106 non-athletes, Mage = 22.76 years, SD = 4.94) completed an online questionnaire pack assessing stress mindset, proactive coping, challenge appraisal tendencies, vitality, and depressive symptoms. Using path analysis, the hypothesised model demonstrated a good fit to the data and the positive relationship between stress mindset and challenge appraisal tendencies was mediated by proactive coping. Challenge appraisal tendencies were positively associated with vitality, which was negatively associated with depressive symptoms. Athletes reported a significantly greater 'stress-is-enhancing' mindset, greater vitality, and fewer depressive symptoms than non-athletes. Findings offer support for the role that stress mindset has in potentially influencing psychological wellbeing and offer the novel suggestion that this mechanism may operate through proactive coping and challenge appraisal tendencies.

Same gratitude, different pro-environmental behaviors? Effect of the dual-path influence mechanism of gratitude on pro-environmental behavior

The existing literature notes the effects of gratitude on pro-environmental behavior. However, most studies have examined the impact of gratitude on a single pro-environmental behavior, with a lack of research investigating the divergent pathways of gratitude's effects on various pro-environmental behaviors. Based on the appraisal tendency framework and cognitive-affective personality system theory, this research constructs a dual path influence mechanism of gratitude on pro-environmental behavior. Furthermore, it examines the moderating role of social class and the mediating role of ambiguity tolerance and environmental efficacy. First, in line with previous research, pro-environmental behavior is divided into private pro-environmental behavior and public pro-environmental behavior. Second, a longitudinal survey and three experiments are implemented to test the hypothesis model. The results show that gratitude promotes both private and public pro-environmental behavior. Moreover, individuals in low social class demonstrate a stronger preference towards private pro-environmental behavior, whereas those in high social class exhibit a stronger preference towards public pro-environmental behavior. In addition, ambiguity tolerance and environmental efficacy play mediating roles. This research provides valuable insights for social marketers and policymakers on leveraging gratitude to stimulate differentiated pro-environmental behaviors among diverse social classes.

The effects of emotion and juvenile diagnoses on parole release decisions: An experimental approach

Parole boards are often required to make many release recommendations after reviewing a substantial amount of information in a short timeframe. While making release decisions, parole board members might be motivated to sacrifice accuracy and, instead, use heuristics, such as their emotions. Emotions might increase the reliance on risk or threat related information, such as an inmate's mental illness status. The current study applies the appraisal tendency framework of emotion to assess the impact of emotion on parole decisions involving juvenile mental health diagnoses. Using a 3(emotion: anger, compassion, and control) x 4(mental illness: conduct disorder, oppositional defiant disorder, depression, and control) factorial design, this study examined the extent to which mock parole board members' emotions impacted evaluations of inmates with juvenile mental illness diagnoses and subsequent release decisions. Results indicated that there was no effect of emotion on parole decisions. However, the inmates' mental illnesses did play a role in parole release decisions. Specifically, parole candidates with depression were released on parole at higher rates compared to conduct disorder, oppositional defiant disorder, and the control condition. Policy implications are discussed.

The associations of anger and hope with project retention decisions: A case study.

The role of emotions and cognition in entrepreneurship and strategic decision-making research has thus far been relatively neglected. In this research, we investigate how anger and hope may influence managers' project retention decisions. While case studies can never test theories, our research aims to expose the Appraisal Tendency Framework (ATF) to empirical reality in a new context. A Palestinian research context characterized by extreme uncertainty is chosen as one that arguably amplifies the effects of high levels of emotion. Three businesses within a holding company were identified and twelve semi-structured interviews were conducted with managers responsible for strategic decision-making, with data analysed using Content and Thematic Analyses. The emotions of hope and anger were each independently found to be associated with project retention decisions. However, when hope and anger were experienced together, hope complemented a positive association between anger and retention. The AFT proposes that emotions with different valence (i.e., negative anger and positive hope) may be associated with corresponding thought processes (heuristic or systematic) and still result in similar behavioural outcomes. The findings also highlight implications of decision-making under uncertainty, for practitioners who may benefit from differentiating between the positive and negative influences of anger on decisions.

The Impact of Anger and Dependence on Supplier Decision-Making

ABSTRACT Purpose The research combines social exchange theory with the appraisal tendency framework to explore how anger impacts supplier decision-making when threatened by customers. When making the decision whether or not to comply with customers, suppliers may be influenced by other factors explored in this study, including relational norms, procedural justice, cost-benefit analysis, mimetic isomorphism, relationship quality, dependence, and interdependence. Method Over 1,000 respondents were recruited through Mechanical Turk and participated in a scenario-based experiment with vignettes. Using high/low levels of anger, and high-low levels of dependence, each condition assessed compliance and relative importance of supplier outcomes. The study employed mixed-effects logistic regression with a random intercept, Odds-Ratios, and a three-way repeated-measures ANOVA to test hypotheses. Findings This study demonstrates that anger reduces compliance and skews five decision-making criteria. Specifically, anger inflates the influence of (1) relational norm violation and (2) procedural justice but reduces the importance of (3) mimetic isomorphism. Contingent upon whether the supplier is dependent or not, anger can lower the influence of (4) cost-benefit analysis (if not dependent) and (5) relationship quality (if dependent). Research Implications This manuscript addresses the calls for more research by the academic community suggesting that in order to understand B2B exchanges more deeply Social Exchange Theory (SET) should be combined with other theories.While integrating the appraisal tendency framework (ATF) and SET, this study reduces criticisms about prior research that ignore emotions in social exchanges and provides ideas for how organizational decision-making can be influenced by anger. Practical Implications By understanding how anger influences suppliers, both parties can make better decisions and decrease the possibility of relationship dissolution. Originality/Value/Contribution This study highlights the role of anger in organizational decision-making.

Awe and guilt: Desirability and feasibility appeals in social media green campaigns

AbstractAs the world has become increasingly concerned about environmental plastic pollution, private and public sectors remain devoted to creating effective green marketing campaigns on social media platforms. Drawing upon construal level theory and appraisal tendency theory, this research examines the interaction effect of green ad appeals and two distinct emotions—awe and guilt—on consumers' social media engagement and pro‐environmental intentions. The findings from two experimental studies demonstrate that when individuals experience awe, desirability (vs. feasibility) message appeals generate stronger engagement in social media green campaigns. In contrast, it was found that when individuals experience guilt, feasibility (vs. desirability) message appeals enhance social media engagement and pro‐environmental behaviors more effectively. This research offers novel theoretical contributions to the existing body of literature and provides practical insights by suggesting that awe and guilt act as moderators leading to greater consumer responses when used with matching social media messages promoting green campaigns.

Speakers’ Choice of Frame Reveals Little About Their Trait Emotions but More About Their Preferences and Risk Perception

People’s decisions depend on how situations are described or framed to them. But how do speakers frame outcomes to others? What factors predict whether a speaker chooses to frame an investment opportunity in terms of its chances of failure or success? Drawing on the appraisal tendency framework, we investigated whether emotions associated with uncertainty (worry) might increase speakers’ preference for negative framing, whereas emotions associated with certainty (anger) might increase speakers’ preference for positive framing. Across two well-powered preregistered studies (NTotal = 1,350), participants responded to measures of dispositional worry and anger and completed framing tasks in different contexts. We told participants that a job applicant/investment in a medical treatment had an estimated chance of failure vs success (e.g., 40% chance of failure and 60% chance of success) and asked them whether they would describe the predicted outcome to their manager in terms of chances of failure or chances of success. Overall, we found little evidence for our hypothesized influence of dispositional worry and anger on framing using our preregistered analysis. However, exploratory analyses revealed that the predicted associations appeared when participants perceived high levels of risk in the decision scenarios. A stronger effect on frame preference was found for risk perception and willingness to recommend a decision, indicating that frames reveal more about such idiosyncratic responses than about emotional traits. Preregistrations, data, code, and materials can be found at https://osf.io/3e98a/.

When apologizing hurts: Felt transgression and restoration efforts

SummaryApologizing is important for conflict resolution and relationship reconciliation, yet apologies often fail to restore the damaged relationship. While much research has been devoted to investigating the victims' reactions upon receiving an apology, in this paper, we adopt an apologizer‐centric approach and explore the phenomenon of apologizing with no felt transgression (vis‐à‐vis when there is felt transgression) along with its affective and reconciliation outcomes for the apologizer. Based on Appraisal Tendency Framework, we predict that apologizing with no felt transgression will lead to reduced guilt and increased anger in the apologizer, which will result in a decreased level of their restoration efforts towards the victim. In addition, we further hypothesize about the role of organizational conflict cultures in influencing the relationship between apologizing and restoration efforts via guilt and anger. Study 1 uses a micro‐narrative procedure and an inductive data analysis approach to demonstrate the varied situations and motivations of employees apologizing with (no) felt transgression, Study 2 utilizes an experimental design to examine the mediation effect, and Study 3 employs the critical incident technique to test our whole research model. Our hypotheses were largely supported across our studies. Theoretical and practical implications are discussed.

The Impact of Uncertainty on Selfish Workplace Behaviors: An Emotions Perspective

There has been a marked increase in the prevalence of selfish behaviors in organizations worldwide over the past few years and decades (Global Study on Business Ethics Survey, 2021), along with a simultaneous increase in the prevalence of uncertainty in the business environment. Drawing from Appraisal Tendency and Conservations of Resources theories, we present an integrative model that examines the impact of perceptions of uncertainty on individuals’ propensities to engage in unethical and competitive behaviors. We tested our hypotheses in three studies; Study 1 utilized a critical incident recall experiment in a sample of 321 working adults, Study 2 utilized an experimental vignette in a sample of 91 students with prior work experience, and Study 3 utilized an experimental vignette in a sample of 130 working adults. Results show that individuals are more likely to engage in unethical and competitive behaviors as a consequence of a fear-based response to perceptions of uncertainty. We further investigate the mechanism through which fear elicits these effects.

Self-Distancing Moderates the Effect of Incidental Fear vs. Anger on Risk Taking and Loss Aversion

Studies have shown that incidental and normatively irrelevant emotions can carry over and bias decisions. However, people respond to and manage their emotions in different ways. Thus, incidental emotional influences might depend on how individuals regulate their emotions. In a preregistered experiment, we examined how the regulation of fear and anger impacts risk-taking and information processing in a task that mimics complexity and uncertainty. Drawing on the appraisal tendency framework, we propose that fear and anger lead to opposite effects on risk-taking and that these effects are moderated by decision makers’ use of a tactic of emotion regulation known as self-distancing. Participants were asked to recall and describe a fear-inducing or anger-inducing event from either an immersed or self-distanced perspective. Next, they completed the Iowa Gambling Task for our measure of risk-taking. A series of linear mixed random-effects models supported our hypotheses. First, incidental fear reduced risk-taking relative to incidental anger, and this effect reversed among participants who engaged in self-distancing. Second, self-distancing reduced reliance on intuitive information processing during the task. Third, analytical (but not intuitive) processing was negatively related to risk-taking. Finally, exploratory analyses revealed that fearful and angry people’s choices were driven more by their sensitivity to losses and gains than their sensitivity to risk. Incidental fear led to an aversion to decks associated with frequent losses.