Emotional Dissonance and Customer Service: An Exploratory Study Craig C. Julian ABSTRACT. In this paper‚ the broad context for the study of emotional dissonance and its importance to marketing is set out. The relevant literature on emotional dissonance‚ its antecedents and outcomes are introduced together with the knowledge gap in the literature. The conceptual framework of emotional dissonance is expanded via exploratory research using case studies in order to identify the key issues and the
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Festinger (1957) describes cognitive dissonance as the internal need for consistency between beliefs‚ attitudes‚ behaviors and actions also known as cognitions. When cognitions are misaligned a dissonance is created and human nature warrants the restoration of a harmonious balance. In order to shift this paradigm‚ we either accept our current situation as justification
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I had experienced cognitive dissonance at my previous employer. I worked for an agency contracted with The Department of Human Services in MEmphis. I worked as an employment specialist. As a work contractor‚ I was paid with federal dollars so I had to policy filled and “by the book”. I was responsible for the monitoring of clients mandatory work activities. If the clients were compliant‚ they would receive transportation each week‚ in the form of a bus pass or gas card. I was the person of contact
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Cognitive Dissonance Theory Paper 1 Cognitive Dissonance Theory Paper Psy 400 Axia Online Cognitive Dissonance Theory Paper 2 Introduction The cognitive dissonance theory has many possible scenarios and examples chosen throughout life. The theory will be either enhanced or decreased depending on a number of factors such as the person’s moral values‚ social upbringing‚ and social status at work‚ religious
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experienced this discomfort and anxiety that my attitude of doing well wasn’t reciprocated by the work that I was presenting. I began to make excuses for the decisions that I made when deciding not to take the AP exam and when deciding to focus more on my other classes. I began making more consonant decisions and thoughts in order to lower the dissonance that I was feeling. I had created new consonant cognitions when deciding that it was a college level class and deciding that it was ok if I didn’t do well
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In keeping track of all situations where I have experienced cognitive dissonance I have come to the realization that I use it quite often. Whenever there was a decision to make whether it was on the spot or there was time to think‚ I found myself utilizing rationalizations‚ in order to reduce the stress I was experiencing or to make myself believe the decision I made was the right one. If I made a decision without conviction I made myself believe it was the right choice by creating reasons to validate
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played by Matt Damon‚ in the movie "Good Will Hunting" is the epitome of a psychological paradigm. He can be analyzed in so many ways‚ touching on many of the different fields of psychology. The most interesting thing about Will is the cognitive dissonance he goes through throughout the film. He is torn between these two cognitions‚ both of which contradict each other. One of these cognitions is the fact that he is an orphan from South Boston‚ meaning he should only have a low pay job and live there
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and culture. In order to increase the advertisements persuasiveness‚ advertisers use many types of extensions of behavioral sciences to marketing and buying behavior. One such extension is the theory of cognitive dissonance. The purpose of advertising can be to create a cognitive dissonance to generate a favorable response from the buyer toward a product or a concept. The purpose of advertising The purpose of advertising is simply to sell a product or a service. In social contexts ads have many
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Cognitive Dissonance in Religion Cognitive Dissonance in Religion and Spirituality Chew Hock Kee Student ID: B1102483 Department of Psychology MC-502 Dr. Goh Chee Leong 27 Feb 2012 1 Cognitive Dissonance in Religion Cognitive dissonance theory was developed by Leon Festinger more than fifty years ago as the most influential consistency theory of attitudes (Fanzoi‚ 2009). This theory argues that we often justify and rationalise our behavior in order to maintain cognitive consistency (Franzoi)
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Cognitive Dissonance Classic in Psychology Areej Alemer [Instructor’s Name] [Class Title] [Date] Cognitive Dissonance Classic in Psychology Introduction There were famous experiments conducted in psychology and many of these experiments gave scientists a new perspective on understanding people. In the 1950s‚ scientists began conducting test about the effect of social pressures and influence to the behavior of people. Among these scientists is Leon Festinger. He became
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