Research on Emotion in Organizations comprises chapters describing multidisciplinary research into affect, emotion, and mood in organizations at all levels of analysis, including within-person variation, individual differences, interpersonal exchanges, groups, and organizations.

Research on Emotion in Organizations comprises chapters describing multidisciplinary research into affect, emotion, and mood in organizations at all levels of analysis, including within-person variation, individual differences, interpersonal exchanges, groups, and organizations.

How can you create meaningful connections with customers in the digital space? The rapid emergence of new technologies has revolutionized the way companies build relationships and interact with their customers. Today, it’s more important than ever to have an emotional understanding of customers and how they feel about a product, service, or business, even when your primary interactions are via digital channels. Affected goes beyond influencing behaviors to understanding cognition and emotion as a way to better connect with customers in the digital space. In it, Wrigley and Straker offer a new approach—one that examines channel relationships and useful concepts for clarifying and refining the emotional meaning behind company strategy and their relationship to corresponding channels. Using case study examples from and over a decade of primary research in the area, they discuss the process and impact of such emotionally aware channel designs. Spanning entrepreneurial start-up techniques of wunderkind artist Cj Hendry through to the lucrative retail sector of luxury brand Burberry, this seminal book offers multi-channel design approach that can show companies how to select, design, and maintain digital engagements based on their strategy and industry needs. Shows businesses how they can better understand and engage with customers digitally Demonstrates how to gain competitive advantage by integrating design methods into corporate strategy Provides multi-channel approaches for how businesses can select, design, and maintain digital engagements Establishes a clear framework for analysing and applying the right strategy for your digital engagement Connecting and engaging with customers is pivotal to business success, but in the digital space the old methods just won’t cut it. With Affected, you’ll find the tools and techniques you need to find your customers where they are.

Whether you’re designing consumer electronics, medical devices, enterprise Web apps, or new ways to check out at the supermarket, today’s digitally-enabled products and services provide both great opportunities to deliver compelling user experiences and great risks of driving your customers crazy with complicated, confusing technology. Designing successful products and services in the digital age requires a multi-disciplinary team with expertise in interaction design, visual design, industrial design, and other disciplines. It also takes the ability to come up with the big ideas that make a desirable product or service, as well as the skill and perseverance to execute on the thousand small ideas that get your design into the hands of users. It requires expertise in project management, user research, and consensus-building. This comprehensive, full-color volume addresses all of these and more with detailed how-to information, real-life examples, and exercises. Topics include assembling a design team, planning and conducting user research, analyzing your data and turning it into personas, using scenarios to drive requirements definition and design, collaborating in design meetings, evaluating and iterating your design, and documenting finished design in a way that works for engineers and stakeholders alike.

This book explores how customer service can become the singular competitive differentiator for organizations in the digital era. Given the pace of digitization and the rise in customer expectations post-pandemic, organizations must focus on customer-centricity in all functions in the digital age, providing factors, enablers, and processes for customer service and sharing best practices based on research from global experts. The book is a valuable resource for students and researchers keen on understanding the new digital landscape in customer service to develop, maintain, and enhance customer relationships.

The internet and the mobile phone have disrupted many of our conventional understandings of ourselves and our relationships, raising anxieties and hopes about their effects on our lives. In this second edition of her timely and vibrant book, Nancy Baym provides frameworks for thinking critically about the roles of digital media in personal relationships. Rather than providing exuberant accounts or cautionary tales, it offers a data-grounded primer on how to make sense of these important changes in relational life Fully updated to reflect new developments in technology and digital scholarship, the book identifies the core relational issues these media disturb and shows how our talk about them echoes historical discussions about earlier communication technologies. Chapters explore how we use mediated language and nonverbal behavior to develop and maintain communities, social networks, and new relationships, and to maintain existing relationships in our everyday lives. The book combines research findings with lively examples to address questions such as: Can mediated interaction be warm and personal? Are people honest about themselves online? Can relationships that start online work? Do digital media damage the other relationships in our lives? Throughout, the book argues that these questions must be answered with firm understandings of media qualities and the social and personal contexts in which they are developed and used. This new edition of Personal Connections in the Digital Age will be required reading for all students and scholars of media, communication studies, and sociology, as well as all those who want a richer understanding of digital media and everyday life.

This ground-breaking Research Agenda provides unique insight into the evolution and development of service marketing. Expert contributors present an in-depth overview of the current state of the field, and critically analyse the diverse range of future directions available to researchers.

Inextricably linked to human evolution, storytelling has always been a key element of the marketer’s toolkit. However, despite extensive practitioner interest, academic research on the topic currently falls short. This book highlights how storytelling has evolved from an ancient art to contemporary marketing science, placing it in the context of digitisation and social media. It reflects the dramatic shift in brand storytelling in which marketers are in the driving seat, leaving consumers to do the navigating. Based within the context of AI, the influence of VR, AR, big data, and new media, this book predicts a creative renaissance in brand storytelling; one that will be at the intersection of science, art and humanity. The author suggests that there will be a shift from ad to art through the use of cognition and emotion, data and fiction. It suggests that through storytelling, brands will be able to connect with their customers’ hearts and minds. Drawing upon interdisciplinary research on neuroscience, emotional attachment and narrative theory, the book critically analyses existing theories, practices and applications of storytelling, providing a platform for debate between academics, researchers and practitioners.

"The 21st century has seen rapid and profound technological innovations that have fundamentally changed our media environment. Our now unlimited access to information, entertainment, and social interaction is simply unprecedented. It is undeniable that this new media landscape impacts important aspects of our daily experiences - how we spend our time, who we connect with, what we know about each other and the world around us. But at a deeper level, this newer, digitized media age influences a fundamental aspect of what it means to be human: our emotional experiences. Given the centrality of emotions to both psychological and physical well-being, as well as to shaping human behavior, understanding how our current media environment impacts our emotional experiences - in ways both helpful and harmful - is critical to understanding the role media use plays in emotional development, life experiences, and societal events"--

ICCEDI is an international seminar that is held every two years organized by the Law and Citizenship Department, Faculty of Social Science Universitas Negeri Malang. The activities aim to discuss the theoretical and practical citizenship education that becomes needed for democracy in Indonesia and other countries with a view to build academic networks by gathering academics from various research institutes and universities. Citizenship education is an urgent need for the nation in order to build a civilized democracy for several reasons. Citizenship education is important for those who are politically illiterate and do not know how to work the democracy of its institutions. Another problem is the increasing political apathy, indicated by the limited involvement of citizens in the political process. These conditions show how citizenship education becomes the means needed by a democratic country like Indonesia. The book addresses a number of important issues, such as law issues, philosophy of moral values, political government, socio-cultural and Pancasila, and civic education. Finally, it offers a conceptual framework for future democracy. This book will be of interest to students, scholars, and practitioners, governance, and other related stakeholders.