Consumer reaction to product recalls: factors influencing product judgement and behavioural intentions

In order to evaluate the factors influencing consumers’ responses to product recalls, two surveys were conducted among Brazilian automobile owners and two regression models tested. Results indicated that (i) product judgement was significantly affected by corporate social responsibility (CSR), blame attributed to the company and whether or not consumers had a car made by the brand considered; and (ii) behavioural intentions were significantly affected by CSR, consumers’ involvement with the message, perceived danger, product judgement and whether or not consumers had a car made by the brand considered. Findings revealed, however, that CSR is a better predictor of the product judgement than of the behavioural intentions, in accordance with recent studies indicating that CSR affects consumer judgements and behaviour differently. Finally, these two models are discussed and compared with previous research.     

An integrated model for predicting consumer's intention to write online reviews

For marketers, consumers’ increasing use of online reviews in arriving at purchase decisions is a double edged sword. On one hand, it presents opportunity for manufacturers and sellers to be highlighted for their good work, but at the same time, there remains a possibility of negative review impacting goodwill and reputation. Hence, it is important for managers to identify factors that impact consumers’ intentions to write online reviews. This research delves into this aspect by trying to identify the factors that impact reviews writing intentions of consumers for restaurants. The study extends the theory of planned behaviour with additions of variables such as ego involvement, taking vengeance and helping a restaurant. For this, 252 valid responses were obtained, and structural equation modeling was used to test the proposed model. Results indicate that perceived behavioural control, subjective norms, ego involvement and taking vengeance are significant predictors of intention to write online reviews for the restaurants.     

How far can brands go to defend themselves? The extent of negative publicity impact on proactive consumer behaviors and brand equity

Negative publicity, defined as the public disclosure of a problematic incident associated with a brand, is a critical issue for fashion brands, as it vitiates the image of targeted brands and drives consumers’ voice and exit behaviors. Despite the impact of negative publicity, few studies have compared the impact of product‐related versus personnel‐related negative publicity, or explored the extent to which brands’ coping strategies can prevent consumers’ anti‐brand behavioral intentions and recover brand equity. This study used multivariate analyses of variance to analyze responses from 594 American consumers, which revealed that when negative publicity is about a product‐related issue, none of the brand's different recovery efforts are effective in decreasing consumers’ voice and exit intentions and protecting brand equity. However, for a personnel‐related issue, functional and informational recovery strategies were effective in decreasing consumer voice and exit intentions, and affective, functional, and informational recovery strategies positively impacted most domains of brand equity (brand judgement, brand feelings, and brand resonance). The following analysis of variance and post hoc analyses revealed the comparative effectiveness of specific recovery types. Discussions and implications of the findings are provided.     

I’ll Be Watching You: Shoppers’ Reactions to Perceptions of Being Watched by Employees

This research fills a gap in the retailing literature regarding the impact of shoppers’ perceptions of being watched while shopping for embarrassing products. Four studies consistently show that an employee watching a shopper can cause the shopper to either permanently or temporarily leave the shopping area as purchase intentions decrease. Reactance theory explains this relationship, which is mediated by consumers’ feelings of control over their own privacy. Essentially, when shoppers believe an employee is watching them, they feel less in control of their privacy, resulting in negative consequences for the retailer. This relationship is especially important for products that consumers may already feel some level of embarrassment over purchasing in the first place. The results have important theoretical implications for reactance theory by demonstrating that a consumer can regain control even when the original threat to behavior still exists. Additionally, increasing options that allow a consumer to regain control will reduce the overall reactance to the threat to privacy and will improve retailer outcomes. Practitioner recommendations present several techniques that allow the consumer to regain privacy control in spite of the sometimes necessary practice of watching in-store consumers.     

The influence of emotions displayed and personal selling on customer behaviour intention

The impact of employee performance on customer behavioural intentions and consumption behaviour is important to service marketers. In many service settings, service organizations require emotional display and personal selling to stay competitive in todays market. Based on a review of service literature, this study investigates the effect of emotions displayed and personal selling on customer purchase amount and re-patronage intention in convenience-goods retail service settings. This work applies mystery shopper methods to data collected from a Taiwan bakery chain. Analysis of the results from 519 responded questionnaires in this study reveal that positive emotions displayed by contact personnel are unrelated to consumption expenditure, but do affect re-patronage intention. Further, the results show that personal selling negatively influences consumption amount. This study suggests that service managers consider enhancing their emotional display perspective in human resource practices, and focus on performing personal selling as a consumer need, in different service industries.     

Consumer emotional intelligence and its effects on responses to transgressions

This research suggests that consumer emotional intelligence (CEI) is an important construct in explaining why some consumers react destructively to conflicts in consumer-brand relationships whereas others approach them constructively. The results of the study show that (1) when encountering transgressions in relationships with brands, consumers low in CEI are more likely to respond to transgressions destructively than those who are high in CEI; (2) the effects of CEI on destructive responses are greater if a transgression affects consumers’ self interests rather than society’s interests; and (3) low CEI consumers are more likely to attribute negative intentions to the company and are therefore more likely to respond destructively than high CEI consumers.     

Self-identity and internal environmental locus of control: Comparing their influences on green purchase intentions in high-context versus low-context cultures

This study empirically examines the combined effect of two crucial internal consumer predispositions, self-identity (SI) and internal environmental locus of control (INELOC), among consumers in a collectivistic culture and an individualistic culture. The study validated the extended theory of planned behaviour to predict consumers' green purchase intentions. Structural equation modelling was used to analyse primary data collected from 365 American and 408 Indian respondents. Analysis revealed differences between the two cultures. Green self-identity influenced attitude more than perceived behavioural control among American consumers, while the reverse was true for Indian consumers. Conversely, INELOC positively and significantly affected only Indian consumers’ perceived behavioural control, not that of American consumers.     

Shaping safe drinking cultures: evoking positive emotion to promote moderate‐drinking behaviour

Social marketing by Western governments that use fear tactics and threatening information to promote anti‐drinking messages has polarized ‘binge drinking’ and ‘moderate drinking’ through a continuum that implies benefits and harms for both individuals and society. With the goal of extending insights into social marketing approaches that promote safer drinking cultures in Australia, we discuss findings from a study that examines alcohol consumers' moderate‐drinking intentions. By applying the theory of planned behaviour and emotions theory, we discuss survey results from a sample of alcohol consumers, which demonstrate that positively framed value propositions that evoke happiness and love are more influential in the processing of an alcohol moderation message for alcohol consumers. The key limitations of this study are the cross‐sectional nature of the data and the focal‐dependent variable being behavioural intentions rather than behaviours. Research insight into the stronger influence of positive emotions on processing an alcohol moderation message establishes an important avenue for future social marketing communications that moves beyond negative, avoidance appeals to promote behaviour change in drinkers. These research findings will benefit professionals involved in developing social change campaigns that promote and reinforce consumers' positive intentions, with messages about the benefits of controlled, moderate drinking.     

Factors affecting consumers’ intention towards purchasing halal food in South Africa: a structural equation modelling

This research study highlighted the factors that influence the intention of consumers to buy halal food products. In this study, the researchers have chosen to address the gap in the literature pertaining to non-South African consumers’ purchase intention. Non-South Africans are foreign people who reside in South Africa including immigrants, workers, and students. Through utilising the theory of planned behaviour, this study aims to determine the attitudes, subjective norms, perceived behaviour control, and awareness of non-South African towards purchasing halal food products. This also attempts to identify the strongest factor that influences the purchasing intention of halal food by non-South African consumers. The sample of the study consisted of 230 non-South African consumers in Cape Town. Data were collected through self-administered questionnaires. Structural equation modelling (SEM) was used to identify the structural relationships among the constructs identified and to test the study hypotheses. The findings of this study indicate that there is a significant relationship between awareness and buying behaviour. Interestingly it found that only the attitude dimension of TPB had a significant relationship with purchase intention, whereas subjective norms and perceived behavioural control did not show a significant relationship with the consumer intention variable.     

Customer behavioural intentions towards mobile money services adoption in Ghana

This study examined the determinants of mobile money service usage intentions and assessed the effect of social influence (SI) on mobile money services adoption and behavioural intentions (BIs). The sample of the study comprised 300 mobile money service users in Ghana. Guided by the conceptual framework and two theories identified to have an effect on technology adoption and consumer behaviour, eight hypotheses were developed and tested using Structural Equation Modelling Techniques. It is discovered that perceived ease of use, perceived usefulness, perceived trust and perceived cost of use have a strong influence on mobile money service usage. The study found SI to have a significant effect on the adoption and BI. Providers ensure that their mobile application services are simple to operate, fulfil specific consumers’ needs, protect consumers’ accounts to ensure trust and are affordable, hence positively influencing consumers’ adoption of services.     

Comparing the temporal stability of behavioural expectation and behavioural intention in the prediction of consumers pro-environmental behaviour

Pro-environmental behaviour is a salient concern in contemporary society. However, consumers often overstate their intention to purchase pro-environment products. Prior research has focused on intentions as a predictor of actual behaviour. This study directly compares two distinct predictors of behaviour, behavioural expectation (BE) and behavioural intention (BI), to explain whether differences in the way in which consumers’ mental judgments are measured act as a barrier to understanding pro-environmental behaviour change. Findings confirm that BE has a higher temporal stability than BI, potentially accounting for the greater predictive ability of the former. One key reason for this finding is that subjects may overestimate their likelihood to act when responding to BI questions. Thus, this paper confirms that BE has a higher temporal stability than BI, and therefore, superior predictive ability. TRA/TPB researchers in particular should consider BE ahead of BI as an immediate predictor of pro-environmental and other behaviours.     

The use of smart biosensors during a food safety incident: Consumers' cognitive-behavioural responses and willingness to pay

Intelligent and active packaging could allow consumers to control cognitive reactions linked to the risk of consuming food products contaminated by microbiological pathogens and thus mitigating negative consequences of food safety incidents. However, despite advances in technology, consumers' reactions and willingness to pay for active and intelligent packaging in the absence and presence of food safety incidents remain somewhat unexplored. To fill such a gap this study incorporates protection motivation theory (PMT) within a contingent valuation survey conducted in the UK to explore consumers' behavioural responses to risk communication in the absence and presence of a food safety incident. These responses were moderated by the possibility of buying hypothetical meat products marketed with biosensors informing consumers of the presence of bacteria post-purchase. A singular approach was developed to identify the following four behavioural responses of the PMT's cognitive mediating process: no response, fear, low response and danger control. Results indicate that the theoretical components of PMT play a different role in the absence and presence of food safety incidents. Respondents who receive risk information are willing to pay more than other participants to adopt precautionary behaviour and that purchasing behaviour varied across these four cognitive-behavioural responses. Governmental institutions, the food industry and retailers should consider working together to reassure consumers by investing in technology that may help consumers to mitigate fear during a food safety incident, but also to develop appropriate risk communication strategies that should focus more on the cognitive-behavioural outcomes analysed in this study.     

Conceptualising consumers’ word-of-mouth behaviour intention: evidence from a university education services in Malaysia

The aim of this study is to propose a theoretical model to examine consumer word-of-mouth (WOM) behavioural intention in Malaysian education services. The results from a survey of 247 respondents indicate that servicescape, service recovery, service quality and satisfaction significantly affect consumers’ intention to engage in WOM behaviour. The results support majority of the hypothesized relationships, suggesting that servicescape and service recovery function as antecedents, directly affecting consumer perceptions of education service quality. The analytical results also demonstrate that perceived service quality positively affects satisfaction, which subsequently induces consumers’ behavioural intentions. Consistent with previous empirical studies, our findings suggest that satisfaction is a super-ordinate construct with a positive relation to behavioural intention, and significantly mediates the effect of service quality on the intention to engage in WOM behaviour. The insignificant direct effect from service quality to WOM further suggests the role of satisfaction as a complete mediator in the university education service setting. Implications for future research are discussed and limitations noted.     

Linking employee and customer misbehaviour: The moderating role of past misdemeanours

Abstract

Traditionally, studies that examine the activities of misbehaving employees and customers have done so in a separate and unrelated manner. Drawing on research that explores deviance amplifications and deviant learning, the current study aims to address this identified gap in the literature and provide empirical evidence of the linkages between perceived employee deviance and the severity of customer misbehaviour. Utilising equity, power and differential association theories, a conceptual model is forwarded comprising four hypotheses between the constructs: perceived employee service deviance; customer repatronage intent; severity of customer misbehaviour; and past customer misbehaviour. Using survey responses from 380 consumers of bars, hotels and restaurants, the empirical results offer support for the forwarded research model. The results show that customers perceiving employee misbehaviour are profoundly affected. Such experiences erode their repatronage intentions and are linked (directly and indirectly) to the severity of dysfunctional customer behaviour performed. Consumers’ past experience of misbehaviour is also found to impact the hypothesised relationships. The paper concludes by considering the implications of the findings and outlining directions for future research.     

Customization of online advertising: The role of intrusiveness

This study examines the trade-off between tailoring an ad to an individual consumer’s needs and the demand for personal data required to do so, which is inherent in targeted online advertising. Two scenario-based studies in two different industries reveal the extent to which using personal information with greater distinctiveness affects consumers’ sense of intrusiveness and purchase intentions. We also manipulate ad fit to each consumer’s needs and the presence of a discount to investigate whether feelings of intrusiveness mitigate the potential positive effects of fit and discount. Higher degrees of personalization, such as adding personal identification or transaction information to browsing data, increase feelings of intrusiveness, and negatively affect purchase intentions. These negative effects are not compensated for by offering discounts but can be partly mitigated by presenting an ad with a high fit to consumers’ current needs. The positive effect of tailoring the ad is weakened at higher levels of intrusiveness though. Furthermore, high fit may lead to not only higher purchase intentions but also higher perceived intrusiveness levels. Presenting a consumer with a customized ad can thus be a double-edged sword, leading to higher purchase intentions but also greater perceived intrusiveness, which then negatively affects purchase intentions.     

What Did You Do to My Brand? The Moderating Effect of Brand Nostalgia on Consumer Responses to Changes in a Brand

Previous research on consumer nostalgia has concluded that nostalgic feelings primarily have a positive effect on consumers, boosting positive feelings and affective responses. However, evidence suggests that consumers who hold nostalgic feelings toward a specific brand sometimes respond negatively to updated or modified versions of the brand. This research tests the moderating effect of consumers’ brand nostalgia on their responses to changes to a brand. Across four studies, the authors find that consumers who are nostalgic toward a specific brand exhibit a positive bias toward the original version of the brand that leads them to perceive the brand as having changed more than do less nostalgic consumers. Further, when the change to the brand is perceived to be large, individuals who are highly nostalgic for a brand show a significantly sharper decrease in reported attitude and behavioral intentions toward the changed brand than do their less nostalgic counterparts. This effect is in opposition to the positive effects of a general tendency toward nostalgia proneness. These results are replicated across multiple product categories and both manipulated and real changes, and the effect is found to be mediated by the consumer's biased perception of how much the brand has changed.     

Luxury values and experience as drivers for consumers to recommend and pay more

The study aims to analyse how individual and social luxury values affect the customers' attitude, behavioural control and subjective norms and how these variables and past experience influence the intentions to recommend and pay more for luxury clothing in the Brazilian market. Respondents were surveyed in the São Paulo area of Brazil through a panel sample and using an online survey during April and May 2012. The findings suggest that individual values influence intentions positively. Social values have a positive influence on subjective norms and a negative influence on behavioural control. Past experience does not influence intentions significantly. Extend the theory of planned behaviour introducing luxury values as external variables and past experience as a direct antecedent of intentions to pay more and to recommend the luxury brand.     

Pride in my past: Influencing sustainable choices through behavioral recall

Emotional appraisal research has demonstrated that recalling a past behavior and its associated emotions can influence future behavior. However, how such recalled emotions shape sustainable consumer choice has not been examined. This study examines the role of recalled pride and guilt in shaping sustainable purchase intentions and the mediating role of anticipated pride and guilt. A conceptual model is proposed for motivating sustainable purchase intentions through the emotions associated with the behavioral recall. The model is applied in two experiments with online consumers examining purchase intentions of low carbon cars. Recalling feelings of pride associated with a past sustainability‐related behavior increases sustainable purchase intention, as compared with a neutral recall. This effect occurs through the mediation of both anticipated pride at the prospect of a sustainable behavior choice and anticipated guilt if the future choice is not sustainable. Similar hypotheses relating to recalled guilt at past unsustainable behavior were not supported. The study contributes to research on sustainable consumption, revealing an emotional route by which past behavior can influence future behavior. It also adds to emotional appraisal research by showing the role of specific self‐conscious emotions in forming this route, as prior research has focused more broadly on emotional valence.     

Jingle bells or ‘green’ bells? The impact of socially responsible consumption principles upon consumer behaviour at Christmas time

Socially responsible consumption (SRC) behaviours have progressed over the last few years and appear to show signs of a lasting trend. Situations of atypical consumption such as Christmas time, however, raise an important and as of yet unexplored question: What are the influences of unusual situations upon the relationship between people's socially responsible profile and their socially responsible purchase intentions (SRPI)? The objective of this article is thus to use the theory of planned behaviour (Ajzen, 1991 ) and environment‐based variables, called ‘atmospherics’, to answer to this question. A Web survey on a total sample of 301 Canadian consumers, shows that people's past SRC behaviours are positively related to their SRPI in unusual situations. Moreover, the atmosphere of the place consumers are situated in has a negative moderating influence upon this relationship. This result is explained by a change in people's attitude toward SRC. However, this negative moderating effect of atmosphere is contained and constrained by social desirability in the form of subjective norms on SRC and the level of behavioural control consumers perceive.