You are now in the main content area
Dr. Mathieu Lajante
Director, emoLab | Associate Professor
DepartmentMarketing Management
EducationPhD
Phone416-979-5000, ext. 544804
Overview
Dr. Mathieu Lajante received his Ph.D. in Management Science from the University of Rennes 1, France.
He is an expert in customers' emotions and psychophysiology applied to marketing research. He is the founder and head of the emoLab, a neuroscience-based research platform dedicated to studying emotional processes in management. He studied the concepts of aesthetic and utilitarian emotion for social (threatening tobacco warnings) and commercial (TV advertising) marketing communication effectiveness. He is now leading a research program called "The Firm鈥檚 empathic capacity" to study firm-customer emotional connectedness throughout the technology-infused customer journey.
He has published in marketing (e.g., Journal of Retailing and Consumer Services, Journal of Consumer Marketing, Journal of Advertising Research) and psychology journals (e.g., Computers in Human Behavior, Journal of Neuroscience, Psychology, and Economics, and Frontiers in Psychology).
Neuromarketing/consumer鈥檚 neuroscience; services marketing; customers emotion; organizational frontline.
| Publications in Refereed Journals |
|---|
| Lajante, M., Tojib, D., & Ho, T. I. (2023). When interacting with a service robot is (not) satisfying: The role of customers鈥� need for social sharing of emotion. Computers in Human Behavior, 107792. |
| Lajante, M., Remisch, D., & Dorofeev, N. (2023). Can robots recover a service using interactional justice as employees do? A literature review-based assessment. Service Business, 17(1), 315-357. |
| Lajante M., Ladhari R., Massa E. (2022). Role of affective forecasting in customer鈥檚 hotel services experiences. International Journal of Contemporary Hospitality Management, 34(3), 1062-1083. |
| Lajante M., Droulers O., Derbaix C. & Poncin I. (2020) Looking at aesthetic emotions in advertising research through a psychophysiological perspective. Frontiers in Psychology, 11, 2544. |
| Lajante M. & Lux G. (2020) Why organizational researchers should consider psychophysiology when investigating emotion. Frontiers in Psychology, 11, 1705. |
| Lacoste-Badie S., Gallopel-Morvan K., Lajante M. & Droulers O. (2019). How do smokers respond to pictorial and threatening tobacco warnings? Journal of Consumer Marketing, 36, 461-471. |
| Lajante M. & Ladhari R. (2019). The promise and perils of the peripheral psychophysiology of emotion in retailing and consumer services. Journal of Retailing and Consumer Services, 50, 305-313. |
| Ladhari R., Gonthier J. & Lajante M. (2019). Generation Y and online fashion shopping: Orientations and profiles. Journal of Retailing and Consumer Services, 48, 113-121. |
| Lajante M. & Lux G. (2018). Ouvrons la boite noire des 茅motions pour comprendre le processus d鈥檃ppropriation des outils de gestion. Revue Finance Contr么le Strat茅gie, 21(3), 103-127. |
| Droulers O., Gallopel-Morvan K., Lacoste-Badie S. & Lajante M. (2017). The influence of threatening visual warnings on tobacco packaging: Measuring the impact of threat level, image size, and type of pack through psychophysiological and self-report methods. PLOS One, 12 (9). |
| Lajante M., Droulers O., & Amarantini D. (2017). How reliable are 鈥渟tate-of-the-art鈥� facial EMG processing methods? Guidelines for improving the assessment of emotional valence in advertising research. Journal of Advertising Research, 57, 28-37. |
| Lux G. & Lajante M. (2017). Introducing emotion in the appropriation of management tools: A propaedeutic. International Journal of Work Organization and Emotion, 8(3), 213-233. |
| Droulers O., Lajante M. & Lacoste-Badie S. (2013), Apport de la d茅marche neuroscientifique 脿 la mesure des 茅motions : importation d鈥檜ne nouvelle m茅thode de mesure de l鈥檃ctivit茅 茅lectrodermale, D茅cisions Marketing, 72, 87-101. |
| Lajante M. & Droulers O. (2013), Importation de la th茅orie de l鈥櫭﹙aluation cognitive et dynamique des processus 茅motionnels : illustration par la mesure de l鈥檃ctivit茅 du syst猫me nerveux autonome, Management & Avenir, 62, 171-187. |
| Droulers O., Lajante M., Jamet E., Lacoste-Badie S. & Minvielle M. (2013), Effet de la complexit茅 visuelle du packaging sur l鈥檃ttention port茅e 脿 la marque, La Revue des Sciences de Gestion, 261/262, 39-44. |
| Lajante M., Droulers O., Dondaine T. & Amarantini D. (2012). Opening the 芦 black box 禄 of electrodermal activity in consumer neuroscience research. Journal of Neuroscience, Psychology, and Economics, 5, 238-249. |
| Selected Conference Proceedings |
|---|
| Lajante M., Tojib D. & Ho I. (2023). Service robot acceptance and customer satisfaction: The role of customers鈥� needs for the social sharing of emotions. The 18th International Research Symposium on Service Excellence in Management (QUIS 18), Hanoi, Vietnam, June 20-23. |
| Lajante M. & Ladhari R. (2022). Introducing the concept of brand appropriation through optics wars. 9th International Conference on Research on National Brand & Private Label, Barcelona, Spain, June 27-28. |
| Lajante M., Del Prete M., Sasseville B., Rouleau G., Gagnon M-P. & Pelletier N. (2022). Training service employees in empathy: A systematic review of 10 years of empirical research and research agenda. 12th SERVSIG Conference, Glasgow, Scotland, June 16-18. |
| Lajante M. (2021). Toward psychopathic organizational frontlines? How technology-mediated communication impair frontline employee鈥檚 empathic capacity in online service recovery. In M. Subramony (Chair), Frontline service employees in a changing world: Interdisciplinary perspectives and research directions. [Symposium]. The 81st Annual Meeting of the Academy of Management, 30 July - 3 August 2021, Online. |
| Lajante M. (2020). Firms鈥� Empathic Capacity: A conceptual framework to determine the appropriate mix of tech and touch at the organizational frontlines. Organizational Frontline Research (OFR) Symposium, San Diego, USA, February 13-14. |
| Lajante M. & Jackson P. (2019). Augmented empathic capacity: A new perspective for raising prosocial interactivity and customer engagement in the automated service era. SERVSIG Frontiers in Service Conference, National University of Singapore, Singapore, July 19-21. |
| Lajante M. (2019). Augmented empathic capacity: An integrative framework for supporting customer engagement throughout the automated customer journey. Sixth International Conference on National Brand & Private Label, Barcelona, Spain, June 12-14. |
| Lacoste-Badie S., Droulers O. & Lajante M. (2017). Exploring aesthetic emotions as an antecedent of attitude toward the advertising: A psychophysiological study. SCP-JACS Collaborative Conference, Tokyo, Japan, May 18-19. |
| Matsumoto E., Kawashima T., Zaitsu M., Lajante M. & Naito T. (2017), Medial prefrontal activation and liking/wanting judgments: Near-Infrared Spectroscopy (NIRS) study, The Cognitive Neuroscience Society Annual Meeting, San Francisco, USA, March 25-28. |
| Kawashima T., Lajante M., Wakabayashi M., Kitaguchi M., Naito T. & Matsumoto E. (2016), Individual differences in reward sensitivity and both liking and wanting food with novel packaging design, The 31st International Congress of Psychology, Yokohama, Japan, July 24-29. |
| Matsumoto E., Kawashima T., Takeushi M., Lajante M., Wakabayashi M., Kitaguchi M. & Naito T. (2016), Distinctive effects of visual novelty of package design between aesthetic preference and 鈥渨ant to eat鈥� judgment, The 31st International Congress of Psychology, Yokohama, Japan, July 24-29. |
| Lajante M., Droulers O. & Lacoste-Badie S. (2015), Aesthetic emotions induced by TV advertising predict consumers鈥� attitudes, The 2015 Conference of the International Society for Research on Emotion, Geneva, Switzerland, July 8-10. |
| Droulers O., Lajante M., Derbaix C., Poncin I. & Roullet B. (2014), Psychophysiological measures as a new method to measure advertising effectiveness, The 43rd EMAC Annual Conference, SIG: Psychophysiological measures: last developments in marketing research, Valencia, Spain, June 3-6. |
| Lajante M. & Droulers O. (2012), Measuring arousal in consumer research: A new EDA signal processing method, Advances in Consumer Research North America Conference, Vancouver, Canada, October 4-7. |
| Lajante M., Droulers O., Dondaine T. et Amarantini D. (2012), Opening the 芦 black box 禄 of electrodermal activity in consumer neuroscience research, NeuroPsychoEconomics Conference Proceedings, Rotterdam, The Netherlands, June 14-15. |
| Year | Source / Grant | Amount |
|---|---|---|
| 2021 | Internal Equipment Grant Competition, Ryerson University | CA$17,868.98 |
| 2021 | Explore Grant (2021), SSHRC, 鈥淏rand Hijacking through Optic Wars鈥� | CA$7,000/1 year |
| 2020 | Research Grant (2020), OBVIA-International Observatory on the Societal Impacts of AI and Digital Technology, 鈥淎 virtual Patient and Citizen Community (COMVIP): An Inclusive, Multi-Generational Panel for Optimal Use of Digital and AI in Healthcare鈥� (co-investigator; Principal investigator: Pr. Marie-Pierre Gagnon, ULaval, Quebec, Qc) | CA$129,862,94/3 years |
| 2019 | Insight Development Grant, SSRHC, 鈥淓ffects of automated service interactions on firm鈥檚 empathic capacity鈥� | CA$45,588/2 years |
| 2017 | Junior Faculty Research Grant, Faculty of Business Administration, Universit茅 Laval | CA$30,000/3 years |
| 2015 | Junior Professor Award: A Research Mobility Program, The French Foundation for Management Education, France | 鈧�10,000/6 months |
| Honour / Award |
|---|
| Winner of the award for best professor of the year 2019-2020, Marketing department, Administration Science Student Association of Laval University (AESAL) for this award |
| Winner of the award for publication of the thesis (Vuibert: Paris, pp. 256), 2014, The French Foundation for Management Education, Paris, France |
| Winner of the first thesis award, 2013, SHOS Doctoral School, Rennes 1 Foundation |