消费者情绪对口碑传播意愿的影响

本文通过实验探讨了消费者情绪对口碑传播意愿的影响。实验结果显示：(1)在本实验条件下，被试的愉快、惊讶、兴趣三种基本情绪被启动；(2)当积极的惊讶情绪(惊喜)启动时，被试的积极口碑意愿明显提高；(3)当仅仅只有单纯的惊讶情绪启动时，被试的积极口碑意愿没有显著提高。     

商家在线回复对消费者满意度的影响研究

随着互联网交互性的增强,企业和消费者之间的互动也逐渐增多,商家的在线回复管理在电子商务交易中发挥着越来越重要的作用。本研究结合以往文献资料,构建了商家在线回复对消费者满意度的研究模型,并通过实证研究的方法对研究假设进行验证,结果表明:商家在线回复的信息质量、策略选择和情绪表现对消费者感知服务价值有显著的正向影响,消费者感知服务价值对消费者满意度有显著的正向影响,并结合研究结论提出了提升商家在线回复质量的对策建议,希望通过在线回复正向促进消费者满意度。     

闻“香”而悦便会因“情”而买?——消费者涉入的调节作用

嗅觉器官是人类接收外界信息的重要器官,已有大量研究证明在顾客的消费过程中利用环境气味刺激个体的嗅觉能够积极影响消费者对于产品的购买意愿或所在环境的评价。文章基于精细加工可能性模型,通过实验研究方法引入消费者涉入作为调节变量,验证环境气味对消费者情绪的影响以及探讨情绪机制的边界条件。实验结果显示:环境气味能够提升消费者购买意愿,情绪在环境气味和购买意愿之间起中介作用;情绪的中介效应被消费者涉入调节,对同一产品而言,涉入度低时,消费者购买意愿显著增强,涉入度高时,消费者购买意愿差异不显著。本研究对于拓展感官营销的适用边界具有一定的理论意义,也对企业有效采取气味营销、提升感官营销效果具有重要的实践意义。     

谈消费者购后感受及企业应采取的营销对策

消费者购后感受是消费者购买行为过程的一个必不可少的环节,本文通过分析消费者购后感受的内涵、类型及其对购买决策的影响,提出了生产经营满足消费者真正需要的产品或服务;加强与消费者的沟通和提高顾客满意度等营销对策.     

基于文本挖掘的电商平台茶类商品消费者满意度研究——以京东商城苦丁茶在线评论为例

本文选取苦丁茶为研究对象,以Python数据挖掘技术与ROSTCM6软件相结合的方法,从高频词、语义网络、情感特征三个方面对京东商城苦丁茶消费者在线评论进行分析,得出苦丁茶消费者满意度影响的因素,并提出了满意度提升策略。研究发现,影响消费者满意度的因素主要是苦丁茶产品的包装、口感、味道、质量及购物过程中所产生的物流服务、商家服务。在消费者的评价中,88.37%为积极情绪,7.41%为中性情绪,4.22%为消极情绪。虽然消费者的满意度较高,但存在消极情绪,且消极情绪产生的主要因素是口感和质量。最后,本文提出了改善苦丁茶口感与质量、优化产品包装设计、提升物流服务水平、立足定位并创新营销策略的满意度提升策略,以供行业参考。     

消费者购买决策的因素和过程分析

随着我国经济的快速发展,人们的生活水平得到了显著提高,从而也带动了消费经济的增长,同时在市场经济条件下人们的消费观念和消费结构都有所改变,为了更好地体现出企业产品或服务的社会价值,企业应该加大对影响消费者购买决策因素的了解和分析,以求有针对性地制定出企业产品或服务策略和营销策略,从而提高企业产品或服务的市场占有率以及客户满意度,进而全面提升企业的综合竞争力。本文在阐述了我国消费市场的发展现状的基础上,分析了影响消费者购买决策的因素并归纳了消费者购买决策的过程。     

谈消费者购后感受及企业应采取的营销对策

消费者购后感受是消费者购买行为过程的一个必不可少的环节，本文通过分析消费者购后感受的内涵、类型及其对购买决策的影响，提出了生产经营满足消费者真正需要的产品或服务；加强与消费者的沟通和提高顾客满意度等营销对策。     

价格促销对消费者满意度的影响——基于在线评论的情感分析

消费者满意度是消费者对购买商品或服务的主观评价,通过研究满意度能够了解消费者需求、发现企业存在的问题,从而有针对性地改善产品和服务。基于在线评论的文本挖掘已成为研究消费者满意度的新兴方式,本文运用Python爬虫技术采集京东平台智能手机产品在线评论和历史价格,对原始数据进行清洗整理后使用SnowNLP对消费者满意度进行量化评分,整体分值为0.835,满意度相对较高。再使用SPSS软件进行回归分析,并将消费者满意度作为因变量,将价格折扣率作为自变量,自变量对因变量的解释百分比为4.8%,自变量β=-0.220,在P<0.001水平上显著,说明具有显著的统计学意义,当价格折扣变动幅度越大时,对消费者满意度的负面影响也越大。本研究仅供参考。     

品牌熟悉度和赞助方式对消费者响应的影响

文章通过研究了赞助事件中品牌熟悉度与赞助方式对消费者品牌态度与购买意愿的影响,得出以下结论：首先,与不赞助相比,品牌单独赞助时,消费者对低熟悉度赞助品牌的态度和购买意愿会显著提高,但对高熟悉度赞助品牌的态度和购买意愿则没有显著变化。其次,与单独赞助相比,当两个品牌共同赞助某一事件时,消费者对低熟悉度品牌的态度和购买意愿会显著降低;而对高熟悉度品牌的态度和购买意愿则没有显著影响。最后,文章为企业营销人员制定赞助策略提出一些有益的营销启示。     

网络消费者购买行为分析

在当今社会，随着信息技术的快速发展，网络已经走进了千家万户。人们可以通过网络进行学习，快速了解世界各地的新闻，网络提高了人们生活的便捷度。与此同时网络购物也被越来越多的人所接受。对于传统消费者，我们更注重的是产品和服务的供给，因为这些是看得见摸的着的。但是网络消费者不一样，我们不仅要注重产品和服务，还要了解消费者心理需求，消费满意度，和产品获取方式。只有这样才能和消费者建立长期的关系。本文主要研究网络消费者的消费动机，消费者获取产品的方式和消费满意度。这有利于电商制定正确的营销策略搞好电子商务的发展。     

Affective Computing in Marketing: Practical Implications and Research Opportunities Afforded by Emotionally Intelligent Machines

After years of using AI to perform cognitive tasks, marketing practitioners can now use it to perform tasks that require emotional intelligence. This advancement is made possible by the rise of affective computing, which develops AI and machines capable of detecting and responding to human emotions. From market research, to customer service, to product innovation, the practice of marketing will likely be transformed by the rise of affective computing, as preliminary evidence from the field suggests. In this Idea Corner, we discuss this transformation and identify the research opportunities that it offers.

     

Whether to trust chatbots: Applying the event-related approach to understand consumers’ emotional experiences in interactions with chatbots in e-commerce

Chatbots can be used in marketing services to substantially improve the consumer experience. Based on cognitive appraisal theory, this study applied an event-related potential (ERP) approach to investigate consumers’ emotional experiences and consumer trust in passive interaction with chatbots versus humans, taking into account objective or subjective tasks in e-commerce. The results showed that chatbot (vs. human) service interactions automatically drew more consumer attention at the subconscious stage (i.e., a larger P2); consumers purposefully allocated more resources to regulate the negative emotions elicited by chatbots at the conscious stage (i.e., a larger LPP); and there was a lower trust in chatbots than in humans. Moreover, under subjective tasks, the differences between chatbots and human agents in emotional experience (as reflected by LPP) and trust were amplified. The findings will encourage e-retailers to improve the emotional service experience of their chatbots and prioritize the application of chatbots for objective tasks in customer service.     

Managing service recovery experience: Effects of the forgiveness for older consumers

The research studies empirically the role that fairness plays in shaping emotional and behavioral forgiveness among older U.S. consumers (55 years of age and older). A theoretical model is proposed and tested that proposes, consistent with theory on emotions, that perceptions of justice affect behavioral forgiveness through emotional forgiveness. An alternative theory questions whether the effects of justice are totally mediated by emotion. Comparative results support the latter model. The cognitive perceptions of justice display a stronger effect compared to the mediated effect through emotional forgiveness. Additionally, an examination of moderation by psychological age suggests that relatively old and young (psychologically) consumers react in the same manner. While clearly, service managers need to be sensitive to the emotions of senior customers, the results here suggest a stronger role for cognitive perceptions of justice. Thus, service providers need to provide senior consumers with clearly understandable explanations for any service failure and explain how the recovery efforts will compensate for the failure.     

消费失败后顾客情绪反应及其对投诉渠道选择的影响

顾客投诉作为企业与顾客的一种沟通,得到了很多学者和实践者的重视,但顾客在投诉过程中的心理及行为研究较少。文章将情绪引入顾客投诉行为中,把投诉看作一种特殊的沟通,以媒介丰度理论为基础,探索投诉者的情绪反应及其对投诉渠道选择的影响。旨在充实顾客投诉研究,为企业的投诉管理和渠道建设提供一定的指导和建议。     

The impact of affective and cognitive antecedents on negative word-of-mouth intentions

Negative word-of-mouth (WOM), defined as derogatory information disseminated from person to person and aimed at defaming a product, highlighting a product complaint, and/or highlighting unsatisfactory service experiences, influences consumer behavior and can harm a company’s image. The present study was conducted to ascertain the impact of affective antecedents (negative emotions) and cognitive antecedents (distrust) in the intent of negative WOM. A proposed theoretical model was employed to analyze the effect that perceived injustice had on negative WOM and how this effect was mediated by emotional and cognitive aspects. The research was a pre-experimental design – one treatment leading to one observation – with 252 students. Through an OLS regression and mediation analyses, we found an indirect link between perceived injustice and negative WOM intent, which was mediated by negative emotions and distrust. Contributing to the field of marketing studies, this paper fills an investigative gap regarding affective and cognitive antecedents as mediators of negative WOM. The results suggest that marketing managers should create mechanisms to allow consumers to express their negative emotions and rebuild their trust in order to avoid the spread of negative WOM.     

The effect of signage and emotions on satisfaction with the servicescape: An empirical investigation in a healthcare service setting

Marketing and environmental psychology studies have long emphasized the importance of signage in large and dispersive service settings but have focused little on utilitarian service contexts. Previous studies have also analyzed the role of emotions in customer satisfaction with the servicescape, particularly in hedonic service environments such as malls, hotels, and restaurants, but a limited research has been conducted on the role of emotions in utilitarian service settings such as healthcare services. This study draws from the environmental psychology and service marketing literature to investigate the effects of signage and emotions on satisfaction with the servicescape in the hospital setting. In addition, it explores the moderating effect of emotions on the relationship between signage and satisfaction with the servicescape. The findings show that signage has a positive and significant effect on satisfaction with the servicescape. Negative emotions have a significant negative effect on satisfaction, while positive emotions have no significant effect. Differently from what was expected, emotions do not moderate the relationship between signage and satisfaction. Managerial implications are provided for service managers who wish to design a utilitarian service setting to effectively increase user satisfaction with the servicescape.     

The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context

The aim of this paper is to explore the relationship between customers' negative emotions after a failure, their cognitive evaluations of the recovery process, and the overall or cumulative satisfaction in a service context. Two different constructs measure a customer's cognitive evaluations of the recovery process: disconfirmation of expectations and perceived justice. The proposed model is tested on a sample of financial service customers who suffered some type of failure. The results indicate that emotions have an indirect effect on overall or cumulative satisfaction through cognitive evaluations.     

The happy versus unhappy service worker in the service encounter:Assessing the impact on customer satisfaction

This paper assesses the impact of the service worker's display of emotions (i.e., one aspect of functional service quality) on customer satisfaction under the conditions of different levels of technical service quality by means of an experimental approach (N=600), in which display of emotions (unhappiness vs. happiness) and technical service quality (poor vs. good) were manipulated. The results indicate that the impact of the service worker's emotional display behavior on customer satisfaction is contingent on the level of technical service quality, in the sense that customer satisfaction is affected only when technical service quality is good rather than poor. Encouraging a positive display (e.g., by a smile policy), which many service firms do, is thus not a panacea for improved customer satisfaction. The moderating effect is explained in terms of service encounter congruency, which influences the mediated process by which emotional displays by service workers come to affect customer satisfaction.     

基于消费者运动的社会营销学研究及其启示

本文认为,20世纪美国消费者运动风起云涌,推动了政府的立法活动和营销学研究,其研究主要集中于消费者运动的经验研究,营销实践的购买者观点,营销观念的实践,营销道德研究,营销和广告对消费者的影响等方面,并逐渐出现了两个重要趋势,即研究更加现实和开始思考在组织结构中采用道德训练、管理事例和鼓励措施,以激励道德行为。文章提出,我国基于消费者运动的社会营销学研究重点,一是弱势群体方面的研究;二是审视营销观念的实践;三是中国特色营销道德的研究;四是消费者保护的经验研究;五是消费者满意、不满意方面的研究;六是营销和广告的社会影响研究。