Lisa Schoner-Schatz

University of Innsbruck | UIBK · Department of Strategic Management, Marketing and Tourism

Much research has been done on travelers' emotions and behavioral intentions during the visit stage and the post-visit stage. This paper, however, investigates the importance of emotions in the pre-visit stage in social media communication and how they influence travelers' intention to visit and word-of-mouth communication. Two laboratory experimen...

To counter the declining number of donations, charities have started to invest in and use online advertising. Drawing on Ekman’s discrete emotion theory, this study investigates the impact of endorsers’ emotion display (sad vs. smiling) and brand awareness on consumer’s empathy and resultant intentions to click on the ad, word-of-mouth communicatio...

This study examines if the use of an endorser in a social media post is more relevant for successfully promoting search versus experience goods, and which facial expression (i.e., smiling, surprised or neutral) is most effective. The results of an experimental study show that endorsers are relevant for search goods, but, in the context of our study...

While the role of emotions in marketing communication has been extensively investigated, the role of emotion displays shown in advertisements has not yet received adequate research attention. Drawing on emotional contagion theory (Hatfield et al. 1993, 1994), which is “the flow of emotions from one person to another with the receiver catching the e...

While the role of emotions in marketing communicationhas been extensively investigated, the role of emotional contagion, that is, a customer’s catching and mimicking of a sender’s display of emotions, has not received adequate research attention. Drawing on emotional contagion theory, this study thus examines how the facial expression of endorsers...

Drawing on the confirmation-disconfirmation paradigm, this study is one of the first to examine the impact of service employees’ emotion display and service recovery management on customer response. Results of an experimental study reveal that a successful service recovery can lead to even higher customer satisfaction, quality perception and loyalt...

Drawing on interaction theory, this study examines the impact of emotional contagion, that is, a customer’s catching of a service employee’s emotion display, on customer response in a service recovery context. Results of an experimental study reveal that service employees’ positive emotion display leads to customers’ positive emotional state throug...