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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."

"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."

"ABSTRAKSkripsi ini mengkaji tentang pengaruh dari service fairness terhadap emosi dan behavioral intentions di restoran. Penelitian ini adalah penelitian deskriptif yang menggunakan metodologi survey. Hasil dari penelitian ini membuktikan bahwa ada pengaruh positif dari price fairness dan outcome fairness terhadap emosi positif Sedangkan ada pengaruh negatif dari price fairness dan procedural fairness terhadap emosi negatif Selanjutnya penelitian ini juga membuktikan bahwa ada pengaruh positif dari emosi positif terhadap behavioral intentions Penemuan ini menjadi hal yang penting untuk membantu manajemen restoran untuk bisa mengatur restoran dan hubungan dengan konsumen dengan lebih baik.

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ABSTRACTThis research investigates the effect of service fairness on emotions and behavioral intentions in restaurants This is a descriptive research using survey as a methodology The result of this research suggests that price fairness and outcome fairness have positive effect towards positive emotions while price fairness and procedural fairness have negative effect towards negative emotions Moreover this research also proves that there is a positive effect of positive emotions towards behavioral intentions This finding is a pivotal point to equip restaurant management in managing their restaurants and relationship with customers."

"This book takes a multidisciplinary approach to emotion, with contributions from biologists, psychologists, neuroscientists, robot engineers, and artists. A wide range of emotional phenomena is discussed, including the notion that humans’ sophisticated sensibility, as evidenced by our aesthetic appreciation of the arts, is based at least in part on a basic emotional sensibility that is found in young children and perhaps even some non-human animal species. As a result, this book comprises a unique comparative perspective on the study of emotion. A number of chapters consider emotions in a variety of animal groups, including fish, birds, and mammals. Other chapters expand the scope of the book to humans and robots. Specific topics covered in these chapters run the gamut from lower-level emotional activity, such as emotional expression, to higher-level emotional activity, such as altruism, love, and aesthetics. Taken as a whole, the book presents manifold perspectives on emotion and provides a solid foundation for future multidisciplinary research on the nature of emotions."

"Wayfinding merupakan kegiatan yang akrab dengan kehidupan sehari-hari manusia. Manusia melakukan wayfinding dalam rangka mencari jalan untuk bernavigasi ke tempat tujuan. Wayfinding bukanlah suatu hal yang sulit bagi orang-orang yang familiar dengan suatu lingkungan navigasi. Di sisi lain, wayfinding bisa menjadi suatu hal yang menantang bagi orang-orang yang tidak familiar dengan suatu lingkungan navigasi. Ketika bernavigasi di lingkungan yang tidak familiar, orang-orang akan lebih mudah tersasar sehingga umumnya akan cenderung merasa khawatir dan berbagai emosi negatif lainnya. Hal ini salah satunya dipengaruhi oleh kondisi dan situasi lingkungan navigasi yang mengakomodasi wayfinding. Skripsi ini ditulis untuk menyelidiki hubungan yang terjadi antara emosi manusia dan lingkungan navigasi dalam wayfinding. Hal tersebut diungkap melalui wawancara kepada beberapa mahasiswa yang pernah atau sedang menetap di luar negeri untuk belajar dan setelahnya dilanjutkan dengan penyebaran kuesioner kepada responden secara lebih umum. Berdasarkan hasil studi kasus, secara garis besar diketahui bahwa lingkungan navigasi menyediakan konteks bagi kegiatan wayfinding. Konteks ini terdiri dari faktor-faktor lingkungan yang menstimulasi dan memicu emosi manusia. Oleh karena itu, dapat disimpulkan bahwa emosi manusia bersifat kontekstual dan situasional terhadap lingkungan navigasi dalam wayfinding

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Wayfinding is an activity that is familiar with human daily life. Humans do wayfinding in order to find a way to navigate to their destination. Wayfinding is not a difficult thing for people who are familiar with a navigation environment. On the other hand, wayfinding can be challenging for people who are not familiar with a navigation environment. When navigating in an unfamiliar environment, people might get lost more easily and will generally tend to feel worried and various other negative emotions. This is influenced by condition and situation of the navigation environment that accommodates wayfinding. This thesis was written to investigate the relationship between human emotions and the navigation environment within wayfinding. This was revealed through interviews with several students who had or are currently living abroad to study and after that it was continued by distributing questionnaires to more general respondents. Based on the results of the case studies, it is generally known that the navigation environment provides a context for wayfinding activities. This context consists of environmental factors that stimulate and trigger human emotions. Therefore, it can be concluded that human emotions are contextual and situational towards the navigation environment within wayfinding."

"This book draws from the everyday experiences as well as the harsh realities confronting behavioral care providers on the frontline. The book recounts the stories and sometimes disturbing emotions of people whose lives have undergone sudden change or even drastic trauma; people whose feelings of comfort and safety have been shattered by exposure to illness, abuse, death and bereavement. The perspectives and experiences of nurses, social care staff, patients, children and families are at the core of understanding the importance, challenges and therapeutic vitality of emotions. The 55 individuals on the frontline who took part in the interviews on which this study is based discuss the emotions associated with care in mental health, pediatric oncology, AIDS/HIV, as well as child protection and abuse, racism, refugee exile, poverty, and social exclusion. "