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To link to full-text access for this article, visit this link: http://dx.doi.org/10.1016/j.ijresmar.2007.04.001 Byline: Kalyani Menon (a), Laurette Dube (b) Keywords: Consumer emotions; Coping; Provider response strategies; Services Abstract: This paper examines the trend in service firms to integrate an emotional dimension into provider responses to consumer emotions. An empirical study showed that such a strategy is effective only if the consumer coping demonstrates an emotional engagement with the service episode. Because both angry and anxious consumers cope primarily by planful problem solving (i.e., attempting to resolve the situation and attain their consumption goal), provider responses that offered solutions (instrumental support) were more effective than responses that offered emotional support. Further, angry consumers were emotionally engaged with the situation while anxious consumers emotionally disengaged from it. Consequently, provider response that included emotional support and instrumental support was the most effective for angry consumers, but there was no benefit to also including emotional support for anxious consumers. Author Affiliation: (a) School of Business and Economics,Wilfrid Laurier University, 75 University Avenue, Waterloo, ON, Canada N2L 3C5 (b) Desautels Faculty of Management McGill University, 1001001 Sherbrooke Street West, Montreal, Quebec, Canada H3A 1G5

Byline: Baba Shiv (1), Antoine Bechara (2), Irwin Levin (3), Joseph W. Alba (4), James R. Bettman (5), Laurette Dube (6), Alice Isen (7), Barbara Mellers (8), Ale Smidts (9), Susan J. Grant (10), A. Peter Mcgraw (10) Keywords: decision making; neuroscience Abstract: This article presents an introduction to and analysis of an emerging area of research, namely decision neuroscience, whose goal is to integrate research in neuroscience and behavioral decision making. The article includes an exposition of (1) how the exponential accumulation of knowledge in neuroscience can potentially enrich research on decision making, (2) the range of techniques in neuroscience that can be used to shed light on various decision making phenomena, (3) examples of potential research in this emerging area, and (4) some of the challenges readers need to be cognizant of while venturing into this new area of research. Author Affiliation: (1) Stanford Graduate School of Business, 518 Memorial Way, Stanford, CA, 94305 (2) Institute for the Neurological Study of Emotion, Decision-Making, and Creativity, University of Southern California, Los Angeles, CA, 90089 (3) Department of Psychology, University of Iowa, Iowa City, IA, 52242 (4) Warrington College of Business, University of Florida, P.O. Box 117155, Gainsville, FL, 32611-7155 (5) Fuqua School of Business, Duke University, 1 Towerview Drive, Durham, NC, 27708 (6) Faculty of Management, McGill University, 1001, Sherbrooke St. West, Montreal, Quebec, H3A1G5, Canada (7) Cornell University, 359 Sage Hall, Ithaca, NY, 14853 (8) Barbara Mellers, Haas School of Business, University of California, Berkeley, CA, 94720-1900 (9) Erasmus University, 3000 DR, Rotterdam, The Neatherlands (10) Leeds School of Business, University of Colorado, Boulder, CO, 80309-0419 Article History: Registration Date: 01/01/2005 Article note: The genesis of this workshop session and article was a meeting that Dipankar Chakravarti, Antoine Bechara, and Baba Shiv had one balmy Iowa City summer afternoon in 2003. We coined the term Decision Neuroscience to describe the emerging stream of research outlined in this article.

The authors find that consumer attitudes should be represented by a hierarchical model rather than be reduced to cognitive and affective bases in order to be more useful statistically.

The trends in consumption emotions, boosting positive and reducing negative emotions, and satisfaction may be designed with statistical confidence. The model displayed a superb capacity to forecast retrospective global judgments. Individual gender and contextual health status conditions prompted the trends in emotions. In-process satisfaction judgments bore no marked effect on trends in either positive or negative emotions.

A field study performed at the end of multiday hospital stays investigated trend effects on retrospective global judgment of emotions. Subjects (43 women and 50 men) reported instances of their positive and negative emotions, retrospective global judgments of thee emotions, and satisfaction with hospital services. Retrospective global judgments of positive and negative emotions were a positive function of the increase or decrease of the instances of emotions over time. Consistent with predictions based on the literature on gender differences in information processing, men's retrospective judgments of positive emotions were highly sensitive to trend effects, but no trend effect was found for negative emotions. In contrast, women demonstrated trend effects primarily in judgments of negative emotions. Trends in positive and negative emotions, however, did not significantly contribute to satisfaction judgments for men and women. Theoretical and managerial implications of the results are discussed. (Reprinted by permission of the publisher.)

Research has shown that there is a direct relationship between positive emotions and patient satisfaction while there is no consistent data between negative emotions and patient satisfaction. Healthcare providers need to develop new ways to increase positive patient emotions and their satisfaction with the healthcare system.

Time is a resource. As such, consumers have to make decisions regarding their use of time in the purchase and consumption of goods and services. Using prospect theory and mental accounting as theoretical frameworks, this article investigates whether consumers treat time like money when they make decisions. In a series of studies, we found that the value of consumers' time is not constant but depends on contextual characteristics of the decision situation. Our results also suggest that in deterministic situations, people make decisions involving time losses in a manner consistent with the convex loss function proposed by prospect theory. However, in decision making under conditions of risk, people seem to make risk-averse choices with respect to decisions in the domain of time in contrast to the risk-seeking behavior often found with respect to decisions involving losses of money. We discuss the nonfungibility of time as an explanation for the discrepancy between decisions involving time and those involving money. (Reprinted by permission of the publisher.)