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"Considering that customers? emotions toward received services are evaluated in light of fairness and equity theory, the purpose of this study is to investigate the effect of customers? perceptions and emotions of received services on their behavioral intentions. Data were collected from 329 questioners that were distributed among Mellat bank customers, and hypotheses and the conceptual model were analyzed based on the data collected through structural equation modeling in AMOS 18.Results showed that three dimensions of interactional, procedural, and distributive justice affected customers emotions (negative and positive) and satisfaction. Customers emotions were also found to be having a mediating role in the relationship between perceptions of fairness (except procedural fairness) and customer satisfaction. The other results are the effect of customer satisfaction on behavioral intentions (repeat purchases and Word-of-mouth advertising). Finally, the study suggests some practical solutions and future research topics."

"This volume focuses on the crucial role of emotions in forming and sustaining individual and collective identities at work. In addition, it explores the outcomes and boundaries of such identities while recognizing the driving role of emotions at various organizational levels, acknowledging that the relationship between emotion and identity is multifaceted and can be explored from various points of view. Identities and emotions are constantly evolving and are central aspects of organizational behavior, from the front-line interactions of employees to the broader ideological forces that shape institutions and organizational cultures. Thus, this volume recognizes the depth of emotion and identity at work by addressing these topics on individual, group, occupational, and social role levels. This volume is organized in four parts to contribute clearly to each of these areas of inquiry. Part 1 focuses on the micro-level topics of identity, anger and diversity. Part 2 focuses on the role of emotions in public sector settings, Part 3 focuses on the relationships between gender, emotions and identity, while Part 4 investigates how emotions influence individual identification with work."

"ABSTRAKPenelitian ini bertujuan untuk mengetahui pengaruh emosi yang berupa rasa arousal tergugah dan pleasure senang terhadap satisfaction kepuasan , kemungkinan munculnya word of mouth WOM dan positive word of mouth dengan moderasi usia, jenis kelamin, dan pendapatan dalam konsumsi film di negara berkembang. Studi kasus yang diambil adalah film Indonesia. Oleh karena itu, sampel pada penelitian ini merupakan penonton film Indonesia pada 6 enam bulan terakhir yang berdomisili di Jabodetabek. Data yang diperoleh dari sampel diolah dengan menggunakan metode Structural Equation Modelling SEM . Hasil olahan data tersebut menunjukkan bahwa arousal berpengaruh positif terhadap pleasure, arousal dan pleasure pun berpengaruh positif terhadap satisfaction. Kemudian, arousal dan satisfaction juga berpengaruh positif terhadap likelihood of WOM, dan positive WOM, namun lain halnya dengan pleasure yang tidak berpengaruh terhadap likelihood of WOM dan positive WOM. Pengaruh moderasi dari usia, jenis kelamin, dan pendapatan pun yang membuat perubahan signfikan hanya jenis kelamin saja.

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ABSTRACTThis research aims to discover the impact of emotions which are the feelings of arousal and pleasure towards satisfaction, the chances of occurrence for word of mouth and positive word of mouth with a moderation on age, gender, and income upon the Indonesian movies consumptions in an emerging market. The research sample are viewers of Indonesian movies within the last six months who live in Jabodetabek. The data gained from the sample were processed using the Structural Equation Modelling method. The results showed that arousal has a positive impact towards pleasure, and both arousal and pleasure has a positive impact towards satisfaction. Moreover, arousal and satisfaction also has a positive impact towards the likelihood of WOM, and positive WOM, however pleasure does not have an impact towards the likelihood of WOM and positive WOM. On the impact of moderation on age, gender and income, only gender type made a significant change."

"Penelitian ini mengkaji hubungan antara tingginya tingkat stres kerja yang dialami pekerja white-collar kalangan Generasi Z dan Milenial dengan tingkat pembelian produk pakaian yang tinggi pada kedua generasi. Tujuan utamanya adalah untuk membahas mengenai apakah terapi ritel melalui konsumsi balas dendam pada produk pakaian merupakan mekanisme penanggulangan yang digunakan untuk mengatasi emosi negatif akibat stres kerja dan dapat meningkatkan kesejahteraan psikologis pekerja white-collar dari Generasi Z dan Milenial. Penelitian ini menggunakan metode kuantitatif dengan desain konklusif deskriptif, data dikumpulkan melalui survei online terhadap 240 responden, dan dianalisis menggunakan Structural Equation Modeling (SEM). Hasil penelitian menunjukkan bahwa emosi negatif akibat stres kerja berpengaruh signifikan terhadap motivasi konsumsi untuk memperbaiki suasana hati dan mendapatkan pengakuan sosial. Motivasi ini mendorong perilaku konsumsi mencolok dan impulsif, yang pada gilirannya meningkatkan harga diri dan kesejahteraan pekerja white-collar. Penelitian ini memberikan wawasan penting bagi bisnis ritel khususnya yang menjual produk pakaian, untuk menyesuaikan strategi pemasaran mereka agar dapat memenuhi kebutuhan psikologis konsumen, khususnya yang mengalami stres karena pekerjaan.

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This study examines the relationship between the high levels of work-related stress experienced by white-collar workers among Generation Z and Millennials and their high levels of clothing product purchases. The main objective is to discuss whether retail therapy through revenge consumption involving clothing products serves as a coping mechanism used to address negative emotions due to work-related stress and can enhance the psychological well-being of Generation Z and Millennials white-collar workers. This research employs a quantitative method with a descriptive conclusive design; data were collected through an online survey of 240 respondents and analyzed using Structural Equation Modeling (SEM). The results of the study indicate that negative emotions due to work-related stress significantly influence the motivation to consume for mood alleviation and social recognition. This motivation drives conspicuous and impulsive consumption behavior, which in turn enhances the self-esteem and well-being of white-collar workers. This study provides important insights for retail businesses, particularly those selling clothing products, to adjust their marketing strategies to meet the psychological needs of consumers, especially those experiencing work-related stress."

"Buku ini berisi kumpulan studi mengenai emosi pada tingkah laku organisasi/perusahaan."