The Paradox: An Application of a Clinical Psychological Concept to Marketing

This article has taken a concept from the clinical psychological and psychiatric literature, paradoxical communication, and demonstrated how the concept could be utilized in an advertising context. Paradoxical communication requires a relationship in which the receiver of the message is powerless relative to the sender, and the receiver is not able to communicate about the message to the sender. This relationship may be inherent in mass media. Finally, paradoxical messages demand behavior that, by its very nature, can only be spontaneous (e.g., “I want you to dominate me”). Paradoxical messages have been said to lead to schizophrenia in children and also to be therapeutic in treating symptomatic behavior. From these two diverse situations, two alternative paradoxical messages were developed for use in mass media advertising contexts.     

Less light,better bite: How ambient lighting influences taste perceptions

Atmospheric factors within a retail environment provide efficient and effective methods for influencing customer behavior. Drawing on the concept of sensory compensation, this research investigates how ambient lighting influences taste perceptions. Three studies demonstrate that dim lighting enhances taste perceptions. The results of Studies 1a and 1b provide support that low lighting positively influences consumers' perceived taste of single taste dimension foods (e.g., sweet). Study 2 shows the number of taste dimensions (e.g., sweet vs. sweet and salty) stimulated serves as a boundary condition, attenuating the significant effect of dim lighting on taste perceptions.     

An Empirical Analysis of Franchisee Value-in-Use, Investment Risk and Relational Satisfaction

An exchange perspective of franchising recognizes the important role that both the franchisor and franchisee assume in developing and maintaining sustainable relationships. However, should franchisees not perceive value in the quality of provided products or services, some incentive misalignment between agent and principal is likely (e.g. free riding, non-compliance with system standards), potentially resulting in greater perceptions of financial risk, diminished levels of franchisee satisfaction, reduced unit performance and conflict ( [Harmon and Griffiths, 2008] and [Kaufmann and Dant, 1998] ). A greater understanding of franchisee perceptions of value is very important if ongoing satisfaction in the franchising relationship is the goal. This paper, therefore, makes a significant contribution to such an understanding by empirically testing the dimensions of value that influence franchisee perceptions of risk and relationship satisfaction. Moreover, we make important comparisons across gender, the results of which provide rich information. In theoretical terms, we advance the literature in the context of value and franchising and, in practical terms, the results, by managing for performance (financial risk and relationship quality), assist franchisors in developing, delivering and managing what is of value to their franchisees. Furthermore, the findings of this study provide a solid platform for future research in this area.     

Building influencers' credibility on Instagram: Effects on followers’ attitudes and behavioral responses toward the influencer

Collaborations between influencers and brands have become increasingly popular in recent years. Previous research has mainly focused on influencer marketing as a commercial action designed to enhance followers' perceptions and reactions toward promoted brands, ignoring the consequences of these promotional actions on influencers' credibility and their relationships with their followers. This research sheds light on the topic by exploring how influencers' promotional actions affect their credibility, and followers' attitudes and behavioral responses toward the influencer (i.e., to continue following, imitate, and recommend them to other users). A study addressed to the followers of a popular influencer was carried out to test the research model. The results showed that perceived influencer-product congruence positively affects followers' perceptions of the credibility of, and attitude toward, influencers, and negatively affects perceptions of paid communication. Followers' perceptions that influencers have been paid to take part in promotional activities harms their credibility; however, credibility is essential for generating positive attitudes toward the influencer. Finally, both perceived credibility and attitude foster positive behavioral responses toward the influencer; influencers must enhance these factors to retain their influencing capacity. This research provides managerial implications for influencers and brands that can help enhance followers’ experiences when exposed to promotions on social media.     

Consumer-perceived signals of ‘creative’ versus ‘efficient’ advertising

The paper investigates the effects that consumer-perceived sender expense and effort might have on brand perceptions. More specifically, it extends the marketing signal literature to advertising by including both sender expense and effort, and by including both positive and negative effects. A quantitative analysis of 4,000 consumers’ perceptions of creativity award winning, effectiveness award winning and non-award winning advertisements finds that advertisements with higher-than-average perceived expense and effort have positive impacts on brand attitudes, brand interest and word-of-mouth (WOM), while advertisements with lower-than-average perceived expense have corresponding negative impacts.     

The Ethical Environment of Tax Professionals: Partner and Non-Partner Perceptions and Experiences

This article examines perceptions of tax partners and non-partner tax practitioners regarding their CPA firms’ ethical environment, as well as experiences with ethical dilemmas. Prior research emphasizes the importance of executive leadership in creating an ethical climate (e.g., Weaver et al., Acad Manage Rev 42(1):41–57, 1999; Trevino et al., Hum Relat 56(1):5–37, 2003; Schminke et al., Organ Dyn 36(2):171–186, 2007). Thus, it is important to consider whether firm partners and other employees have congruent perceptions and experiences. Based on the responses of 144 tax practitioners employed at CPA firms, the results show that tax partners rate the ethical environment of their firms as stronger than non-partner tax practitioners, particularly among those who describe a self-identified ethical dilemma. Tax partners also report having encountered more of the common examples of researcher-provided ethical dilemmas than non-partner tax practitioners, although non-partners perceive that certain ethical dilemmas occur at a higher rate than partners do. Overall, this study provides evidence of a disconnect between tax partners and non-partner tax practitioners with respect to perceptions of organizational ethics. Suggestions for potential remedies are offered.     

Service with a smiley face: Emojional contagion in digitally mediated relationships

The lack of typical nonverbal cues in digitally mediated marketing communication (e.g., text messages, social media etc.) creates special challenges for marketers desiring to manage customer relationships. To overcome these limitations, marketers have turned to emojis to convey subtle meaning regarding the message sender (often a service provider) and to elicit positive emotion in the message recipient. Relying on theories of emotion as social information and emotional contagion, we present three studies that provide initial evidence of a positive conscious and unconscious affective response to smiley-face emojis that mediates relational outcomes when relationships are communal in nature, but not when relationships are based on simple exchange. We also make a methodological contribution by employing biometric measurement of smiling in order to capture unconscious affect and to demonstrate novel emotional contagion effects in a customer service message. We close with a discussion of the average emoji effect observed across reported and unreported studies, which is modest but reliable, as well as discussion of future research opportunities and managerial implications.     

Media Appropriateness in the Conduct and Discovery of Deceptive Communication: The Relative Influence of Richness and Synchronicity

We investigate the role that media synchronicity and media richness play in the particular communication context of deception. Hypotheses are developed based on prior models of mediated-deception as well as media richness theory and channel expansion theory. Two survey-based studies were conducted to look at this construct from the separate standpoints of the deceiver and the receiver. Study 1 (the deceiver) provided respondents with a detailed scenario and asked them to select a medium to use to accomplish a specific deceptive act. Results indicate a general preference for highly synchronous (and non-reprocessable) media. Study 2 (the receiver) focused each respondent on a specific medium and used 4 short scenarios to investigate how confidence in their ability to detect deception was affected by synchronicity, media richness, media familiarity, and co-participant (deceiver) familiarity. When making media selections, results indicate that synchronicity and media familiarity are relatively less important to receivers; instead, receivers engaged in deception detection clearly value rich media and co-participants with whom they have more experience and familiarity.     

How augmented reality (AR) experience affects purchase intention in sport E-commerce: Roles of perceived diagnosticity,psychological distance,and perceived risks

How does augmented reality affect consumers’ online purchase intentions? The authors used media richness theory and construal level theory to test hypotheses that augmented reality will improve consumers' perceptions of diagnosticity, psychological distance, risks, and purchase intention of e-commerce products (in Study 1), as well as to examine the relations among these constructs (in Study 2). The results indicate that (1) perceived diagnosticity and (2) purchase intention were higher, and (3) psychological distance and (4) perceived risks were lower in the group that experienced augmented reality e-commerce, compared to the group that experienced conventional web-based e-commerce. The impact of perceived diagnosticity on purchase intention was fully mediated by (5) psychological distance and (6) perceived risks. This research adds to the literature on augmented reality, particularly in the context of sport e-commerce, and suggests important practical implications.     

Communication assumptions in consumer research: An alternative socio‐cognitive approach

Although communication appears natural to most people, the successful act of transferring meaning relies on an alignment of intricate interpretive processes between the sender and receiver. Yet the full range of these intricate processes is often oversimplified, homogenized, and molded according to each paradigm’s narrow epistemological assumptions, leading to contradictory representations across paradigms. For example, within cognitivist and structuralist research the communicative act is portrayed as unproblematic as it engages objectified meaning structures embedded in the structures of texts, symbols, and social practices, which remain independent of (i.e., disembodied from) the interpreting mind. In contrast, in postmodernist research, communication is regarded as implausible as meaning is uniquely created by the receiver (regardless of what is intended by the sender). Although each major perspective provides some insights to the communicative act, the elegance of each camp’s reasoning is undone by it not addressing the full complexity of communication as it actually exists. To provide a more comprehensive and internally consistent understanding of meaning transfer (i.e., communication) we introduce a socio‐cognitive model that accounts for apparent objectivist and subjectivist outcomes. This framework situates meaning production within the mind, driven by the interaction between mental (private and/or cultural) models, cognitive (reflective and/or categorical) processing, and environmental feedback mechanisms.     

Partitioned pricing,price fairness perceptions,and the moderating effects of brand relationships in SME business markets

Partitioned pricing effects on price perceptions have been studied in the consumer (B2C) market context, but not in the business (B2B) market, and particularly not in the small- and medium-sized enterprise (SME), context. The current research investigates SME managers' affective and cognitive (e.g., price fairness perceptions) responses to partitioned pricing and extent of relationship with the selling brand. The first of three experimental studies finds that a partitioned price generates greater price fairness perceptions than an all-inclusive price. Study 2 finds that SME buyers elicit the greatest positive affect and the lowest negative affect when the buyer's firm has an established relationship with the brand and the seller partitions the price. The third study further examines the effects of relationship with the brand by separating brand mandate (i.e., when the buying firm requires employees to purchase from a specific brand) and relationship longevity.     

Exploring multisensory place experiences through cruise blog analysis

The multisensory approach to understanding consumer behavior has received increasing attention as a factor shaping individuals’ perception, attitude, and behavior. However, previous studies have scarcely investigated the role of senses on destination experiences as places of consumption. The aim of the research is to uncover tourists’ meaningful multisensory place perceptions by analyzing cruise travel blogs. The study conducted a thematic content analysis of 248 blog entries on Mediterranean port of call experiences using the text analytics software Leximancer. The results show a convergence between visual, gustatory, olfactory, and haptic impressions, while auditory perceptions are scarce and refer mainly to the presence/absence of noise. Interestingly, unlike past multisensory studies that reported haptic perceptions as the least salient sensory dimension in tourist experiences, the research identified three haptic themes associated with cutaneous, hedonic-elicited, and somatic touch. The research yields a threefold contribution: (a) It provides empirical evidence for the relevance of multisensory perceptions on tourists’ evaluation of place experiences; (b) a novel methodological approach to assessing sensory impressions is used by analyzing tourists’ freely written online narratives; and (c) the research broadens the scope of existing multisensory literature by assessing urban/coastal travel destination experiences.     

Feel the VIBE: Examining value-in-the-brand-page-experience and its impact on satisfaction and customer engagement behaviours in mobile social media

A critical issue for marketing managers is how best to orchestrate branded social media consumption experiences via mobile applications. This is important because in a mobile first world, these experiences are perceived to be valuable to consumers which in turn facilitate positive consumer behaviour toward the brand. So far, marketing literature offering managerial guidance on this issue remains limited. To this end, this study investigates for the first-time consumer perceptions of ‘Value-In-The-Brand-Page-Experience’ (VIBE), a multidimensional construct, in an emerging market setting of China. China represents an appropriate contextual condition to study given its high mobile penetration and its integration within consumer's lifestyle. This study further examines the impact of VIBE on customer satisfaction and customer engagement behaviours toward the brand via a survey of 714 Chinese consumers. The results substantiate the VIBE framework which contributes to the sparse conceptual development of value perceptions in mobile social media. Furthermore, it confirms the existence of a value–satisfaction–customer engagement behaviour chain. The findings are managerially relevant and focus on leveraging the components of VIBE. These components act as key mechanisms for unlocking customer satisfaction and customer engagement behaviours for brands in the domain of mobile social media.     

Exploring the influence of customers' time horizon perspectives on the satisfaction–loyalty link

Anecdotal evidence suggests that older individuals behave more emotionally and less cognitively due to their decreasing biological, cognitive, and/or social abilities, or a combination thereof. However, in the psychology and aging literatures, recent research indicates that the sense of future time is a better predictor of consumer perceptions, attitudes, and behaviors than chronological age. Tying in with these research streams, this paper introduces individuals' future time perspective (FTP) as a moderator of the well-known satisfaction–loyalty relationship. More precisely, this paper demonstrates that FTP influences the satisfaction–loyalty relationship by (1) driving customer loyalty, and (2) moderating the relationship between these two constructs. Besides contributing an important concept to the business research literature, the findings provide evidence that explains the previous heterogeneous results of chronological age-related research. This concept allows for a more nuanced analysis of aging's impact on the perceptions, attitudes, and behaviors of consumers.     

Identifying Client Fairness Criteria in Income Tax Services

Abstract

Organizational justice (i.e., fairness) has been an important construct in the management literature. Employee perceptions of the fairness of outcomes and procedures have been found to have important attitudinal and behavioral consequences. Fairness has more recently been studied in service industries. However, client perceptions of fairness in accounting services have yet to be explored. It is likely that fairness perceptions are particularly salient in income tax return services. In an exploratory study, we sought to identify the types of experiences that trigger these clients' perceptions of fairness. The results suggest some common criteria that can help CPAs and their firms mitigate the potential negative consequences of client perceptions of unfairness. Regression analyses were also used to determine the most significant predictors of client satisfaction with the overall service and global perceptions of fairness.     

Violence,Aggression, and Ethics: The Link Between Exposure to Human Violence and Unethical Behavior

Can exposure to media portrayals of human violence impact an individual’s ethical decision making at work? Ethical business failures can result in enormous financial losses to individuals, businesses, and society. We study how exposure to human violence—especially through media—can cause individuals to make less ethical decisions. We present three experiments, each showing a causal link between exposure to human violence and unethical business behavior, and show this relationship is mediated by an increase in individual hostility levels as a result of exposure to violence. Using observational data, we then provide evidence suggesting that this relationship extends beyond the context of our experiments, showing that companies headquartered in locations marked by greater human violence are more likely to fraudulently misstate their financial statements and exhibit more aggressive financial reporting. Combined, our results suggest that exposure to human violence has significant and real effects on an individual’s ethical decision making.     

Understanding how the message appeal of moral beauty influences advertising effectiveness under mortality salience

Consumers may be reminded of life mortality by some life events and media content. Mortality salience as a contextual factor has not been sufficiently investigated in the existing literature of advertising. The present research analyzes how the interplay between mortality salience and moral beauty influences consumers’ perceptions of life meaning and their responses to advertisements. Results of two studies confirmed that participants perceived increased life meaning when viewing advertisements that presented moral beauty. In Study 1, participants who were reminded of death evaluated an advertisement that presented moral beauty more favorably than an advertisement without such content. In Study 2, younger (i.e., age 18–25) and older participants (i.e., 55 and above) were recruited and the results indicated that the phenomenon observed in Study 1 was only prominent among younger participants. These results are believed to provide interesting insights to marketing communication both theoretically and practically.     

Parents' perceptions of the sensitivity of their children's personal information and willingness to share with social media marketers: Implications for sharenting

Many stakeholders such as parents, companies, and policymakers play a role in children's online privacy. This study explores how parents who have at least one child age 10 and younger perceive the sensitivity of their children's personal information and willingness to share it with social media marketers. Survey results of 418 parents indicate that a variety of types of children's information is perceived as sensitive, with certain information (e.g., videos, photos) that parents readily share via social media as highly sensitive. Findings also suggest that fathers and single parents are more likely to perceive their children's information as sensitive and yet are more willing to share it. This research contributes to the consumer welfare literature on children's privacy by providing a baseline of parents' attitudes regarding their children's data, extending prior research that has examined adults' perceptions of the sensitivity of their own information and willingness to share with social media marketers.     

Anthropomorphizing makes material goods as happiness-inducing as experiences

Prior research suggests that material goods (e.g., electronic gadgets) often provide less happiness than do experiences (e.g., movies). As a boundary condition, the present research proposes a theory-based yet actionable solution to overcome the happiness disadvantage of material goods. Three studies show that when material goods are anthropomorphized (i.e., imbued with humanlike characteristics), consumers gain enhanced feelings of consumption sociality and, in turn, derive a boost in happiness such that they gain as much happiness from these material goods as from experiences. With mediation and moderation approaches, we provide process evidence for these enhanced feelings of consumption sociality that are typically lacking with material purchases, which are prone to being consumed alone rather than with other people. Thus, the present research suggests that even in the absence of other people, consumers can gain greater happiness from their material goods by perceiving them as human.

     

How does ad relevance affect consumers' attitudes toward personalized advertisements and social media platforms? The role of information co-ownership,vulnerability, and privacy cynicism

Consumers' responses to the use of their personal data for personalized advertising by platform providers are paradoxical. Drawing from psychological ownership theory and the collective information boundary, this study examines how the social relevance and personal relevance of ads impact consumers' attitudes toward advertisements and social media platforms. Basing on 350 responses, we confirm that perceptions of information co-ownership and feelings of vulnerability play a serial mediating role in the positive relationship between ad relevance and consumer attitudes. Specifically, ad relevance increases consumers' perceptions of social media platforms as co-owners of their personal information, which in turn reduces feelings of vulnerability and improves their attitudes toward personalized advertisements and social media platforms. Privacy cynicism negatively moderates the indirect effects of information co-ownership perceptions on two attitude variables mediated through feelings of vulnerability. Our research findings provide a new perspective on the personalization–privacy paradox and offer platform providers new insights into improving their personalized advertising performance and user–platform relationships.