Do satisfied customers bad‐mouth innovative products?

For many years marketing academics have recommended, and practitioners have implemented, organization‐wide programs that measure customers' levels of satisfaction with a firm's offerings because it is believed that satisfied customers are both more likely to continue using a previously adopted product and less likely to engage in negative word‐of‐mouth communication. Given the ubiquity of product‐review forums resulting from today's increasing levels of e‐commerce, this paper pairs cause constructs from the diffusion literature with effect constructs from the satisfaction and services literatures to reconsider that perspective. Specifically, it examines the relationships bet‐ween six perceived innovation attributes known to influence a new product's diffusion process and two post‐adoption behaviors, satisfaction and negative word‐of‐mouth communication. The results quash previous assumptions that satisfaction mediates negative word‐of‐mouth communication and reveal that satisfied customers do speak ill of previously adopted products. Implications for both theory and practice are also presented. © 2010 Wiley Periodicals, Inc.     

Do you want to talk about it? When word of mouth alleviates the psychological discomfort of self‐threat

When consumers experience a self‐threat due to receiving negative information that calls the positivity of their self‐concept into question, psychological discomfort ensues, motivating consumers to seek a resolution. This research examines how consumers use word of mouth to overcome this discomfort and cope with a self‐threat. The psychological discomfort associated with a self‐threat generally influences consumers to refrain from spreading word of mouth in order to avoid the potential for further negative evaluations. However, a self‐threat can encourage the spread of word of mouth if consumers perceive a brand as possessing attributes positively associated with the threatened aspect of the self, signaling sufficiency in the threat domain. Furthermore, this research demonstrates that spreading word of mouth about a brand that signals sufficiency in the threat domain is an effective coping tactic that alleviates the psychological discomfort caused by the self‐threat. Overall, the present research deepens the current understanding of the relationships among self‐threat, symbolic brands, and word of mouth by revealing that a brand's symbolic associations shape the effect of the self‐threat on word of mouth.     

Generativity and self‐enhancement values in eco‐friendly behavioral intentions and environmentally responsible consumption behavior

During the past 35 years, academic researchers have been examining the relationship between environmentally responsible consumption behavior and numerous antecedent variables. Because sustainability requires a long‐term perspective, the study included generativity, a construct developed by Erikson ( 1950 ) and self‐enhancement values (Schwartz, 1994 ) as antecedent variables for environmentally responsible consumption behavior. Generativity refers to individuals' beliefs that their current behavior has consequences that extend into future generations, while self‐enhancement refers to values relating to power, wealth, and influence. These variables are related in that generativity requires consideration of others while self‐enhancement generally refers to considering only one's self. This suggests that individuals high on generativity ought to be more aware of and concerned about the environment and should modify their behavior accordingly, and those who are high on self‐enhancement should be less concerned or willing to change behavior. The results of the study, including French and American respondents, indicate that individuals who score high on generativity are more likely to have eco‐friendly intentions and more environmentally responsible consumption behaviors, but generativity interacts with self‐enhancement, resulting in an interpretation that is different from that typically found in environmentally related studies. © 2010 Wiley Periodicals, Inc.     

The “You and I” of Happiness: Investigating the Long‐Term Impact of Self‐ and Other‐Focused Happiness‐Enhancing Activities

It is commonly known in the positive psychology literature that people who want to increase their happiness ought to engage in so‐called happiness‐enhancing activities. Building on this stream of research, work that emphasizes the duality of happiness (affect vs. meaning) is introduced in order to propose a new conceptualization of happiness activities. The new conceptualization distinguishes between self‐ and other‐focused happiness activities, and argues for the importance of other‐focused activities over self‐focused ones. Results from a six‐week long study show that other‐focused happiness activities consistently outperformed self‐focused ones in terms of raising participants’ levels of happiness. Although self‐focused happiness activities also increased happiness, by showing increases over time relative to participants’ baseline level, other‐focused happiness activities consistently outperformed such increases.     

Word of mouth as a promotional tool for turbulent markets

Word‐of‐mouth advertising involves activities to encourage consumers to talk about a product or company to friends and neighbours, setting in motion a chain of communication that could spread through a whole market. Each activity, itself small and relatively unimportant, could escalate through word of mouth to create strong, positive brand images and beliefs. A major characteristic of chaos theory, sensitive dependence on initial conditions (the butterfly effect) is at work in word of mouth. This paper reviews word of mouth literature from a chaos/complexity theory perspective. Using a multiple case study approach, the significance of word of mouth in turbulent markets is assessed. It was found that more successful companies tended to use word of mouth proactively, and that it is an effective marketing tool for turbulent environments. Furthermore, chaos theory is shown as a good lens through which to view word of mouth. This paper is important because word of mouth has had little attention from the academic community, with the exception of electronic or Internet based word of mouth. Furthermore, it suggests an academic theory to underpin word of mouth that has not been considered before. In addition, it is important because, in South Africa and possibly in other under‐developed and developing countries, word of mouth is critical to marketing to less sophisticated or literate markets.     

The social–psychological bases of anticonsumption attitudes

This article proposes that the increasing number of individuals voluntarily reducing their levels of consumption may be motivated by underlying social–psychological stress related to living in a consumer society. Of the three primary motivational bases of the self (esteem, efficacy, and authenticity), it is argued that only self‐esteem and self‐efficacy can be acquired through consumption. The current growth of the voluntary simplicity movement, it is argued, is among those individuals who have met the need for esteem and efficacy through consumption, but have failed to achieve a sense of authenticity. Evidence from interviews with participants in the voluntary simplicity movement is presented in support of this proposition. Anticonsumption attitudes, it is concluded, result from a process of self‐inquiry triggered by the failure to feel authentic through one's consumption activities. Implications of anticonsumption attitudes in reaction to consumer culture are discussed. © 2002 John Wiley & Sons, Inc.     

The Effects of Rhetorical Figures and Cognitive Load in Word‐of‐Mouth Communications

Advertising messages often are intended to ignite large‐scale word‐of‐mouth campaigns among consumers. Drawing primarily from memetic theory, cognitive fit theory, and perceptual fluency, this research examines how rhetoric and cognitive load interact to enhance or diminish desirable effects such as retention of the original intent of the message (copy‐fidelity) and engendering a desire to pass the message along (fecundity). Certain types of rhetoric are shown to aid this process by making some messages more attractive for retransmission and increasing retention of the original message, while cognitive load modifies which types are effective in accordance with cognitive fit and perceptual fluency. The results suggest that low‐deviation high‐complexity message forms (known as reversal) are the most effective for creating positive word‐of‐mouth outcomes and limiting potentially negative outcomes. Additionally, the results show that destabilization messages are more likely to yield mutated word‐of‐mouth messages that consumers still feel a strong desire to pass along to others. For practitioners, the results indicate what message forms should be used to effectively spark word‐of‐mouth campaigns.     

Intrinsic motivation of luxury consumers in an emerging market

Consumers no longer consider luxury as an absolute goal. Even though previous studies have primarily linked luxury with consumers' extrinsic motivation, intrinsic motivational factors have seen few studies. As a result of this gap, this study attempts to investigate the intrinsic factors that influence consumers' experiences with luxury brands. By using self-determination theory, this paper aims to assess the personal ‘self’ factors of luxury consumers' enriching experiences. An offline questionnaire from 316 luxury consumers was used to collect data for the study. AMOS SEM v 22 was then used to analyse the data. Our findings indicate that luxury consumers have shifted to luxury for ‘self,’ and are driven by intrinsic factors. As luxury relates to consumers' self-fulfilment, it creates an intrinsic and substantive experience for customers that assists them in their search for self-growth. The study contributes to the literature concerning personal self and enriching experiences through luxury consumption and creates an opportunity to examine the impact of consumers’ happiness, which was discovered to be a critical indicator of enriched luxury experience and word of mouth, resulting in a boosting of the personal self.     

To Your Health: Health Insurance,Self‐Employment Exit,and Older Entrepreneurs

Drawing on a sample of 5,238 individuals in the Health and Retirement Study, we examined the relationship between having one's own health insurance and exit from self‐employment to employment. Our results indicate that individuals who have health insurance are less likely to exit self‐employment. When self‐employed individuals have their own health insurance, males, relative to females, are more likely to exit self‐employment. Additionally, when self‐employed individuals have their own health insurance, those who do not have health problems that limit work are more likely to exit. We discuss the implications that these findings have on the literature and policymakers.     

The impact of values‐job fit and age on work‐related learning

Research shows that both individual and job‐related factors influence a worker's work‐related learning. This study combines these factors, examining the impact of fit between one's work values and job characteristics on learning. Although research indicates that fit benefits multiple work‐related outcomes, little is known about the impact of fit on learning. Moreover, life span theories indicate that values evolve throughout the lifespan. Therefore, we examined how age influences work values and thereby work‐related learning. Our self‐report questionnaire was completed by 221 workers of various ages and occupations. Our findings indicate that work values, job characteristics and their fit influence the quantity and quality of work‐related learning. Generally, a higher fit benefits learning, but misfit can also stimulate learning. Workers of different ages report an equal amount of learning, but perform different learning activities. However, this relationship is unrelated to work values. Recommendations for research and practice are discussed.     

The effect of consumption emotions on satisfaction and word‐of‐mouth communications

This paper examines the impact of consumption emotions on consumers' satisfaction and how it affects what they tell other consumers. The conceptual model is based on the premise that pleasure and arousal influence satisfaction, word‐of‐mouth (WOM) communications, and the likelihood of generating WOM. A study of 470 moviegoers in a French Canadian city supports most of these relationships. The results indicate that even when the effects of satisfaction are accounted for, pleasure and arousal have significant effects on WOM. © 2007 Wiley Periodicals, Inc.     

How Task Structure and Outcome Comparisons Influence Women's and Men's Risk‐Taking Self‐Efficacies: A Multi‐Study Exploration

To explore inconsistent findings in the perceived self‐efficacy and entrepreneurship literatures as they relate to the type of complex, risky decisions (i.e., those that commit financial resources to generate new revenue) made by marketing managers, entrepreneurs, and corporate intrapreneurs, this paper uses a series of four theoretically driven, empirical studies to investigate gender differences in risk‐taking self‐efficacies (i.e., one's perceived abilities to make financially risky, business development decisions). The results indicate the following: (1) no gender differences in risk‐taking self‐efficacies absent a task; (2) after performing a complex, risk‐laden task, the risk‐taking self‐efficacies of subjects receiving negatively valenced outcome information and women were less than those of subjects receiving positively valenced outcome information and men; (3) this effect remains for women when experience in the task domain is high and when diagnostic information about prior outcomes is provided; (4) the reason for the effect appears to be that men and women use information about their prior decision's outcomes differently when assessing their risk‐taking self‐efficacies; and (5) the effect disappears when social cues intended to facilitate accurate performance comparisons are introduced into the task environment. These findings support existing theories, identify areas needing development, and show how these effects can limit participation in both complex, risk‐laden tasks and careers that are thought to involve performing such tasks.     

A Model of motivated cognition to account for the link between self‐monitoring and materialism

Drawing on previous theorizing about the development of materialistic values, a model of motivated cognition is proposed to account for the positive association between self‐monitoring and materialism. The model suggests that self‐monitoring is associated with individual differences in belonging motivation, that belonging motivation shapes people's beliefs about buying as a means of belonging within valued groups, and that buying‐is‐for‐belonging beliefs shape the degree to which people value wealth and luxury. Results from two studies supported this model and suggested that the self‐monitoring results are not better attributed to extraversion, social self‐confidence, or shyness. The proposed model emphasizes that traits associated with a strong need to belong may predispose people toward materialism. © 2007 Wiley Periodicals, Inc.     

To tell or not to tell? The roles of perceived norms and self‐consciousness in understanding consumers' willingness to recommend online secondhand apparel shopping

Secondhand apparel shopping resides in a domain characterized by used goods traditionally associated with financially marginalized consumers. Acknowledging the elusive psychological barriers associated with preowned apparel, this study explores mechanisms that facilitate consumers' willingness to recommend online secondhand apparel shopping. Results from three experimental studies and a cross‐sectional survey of online secondhand shoppers in the United States reveal that hedonic and ethical benefits influence recommendation behavior via perceived norms, whereas economic benefit directly influences consumers' willingness to recommend. Moderated mediation analyses further demonstrate that self‐consciousness alters the strength of the indirect effects, such that consumers with lower self‐consciousness displayed greater willingness to recommend compared to highly self‐conscious consumers. Findings contribute to a greater theoretical understanding of the roles perceived norms and self‐consciousness play in facilitating or inhibiting recommendation behavior in a context that implicitly involves self‐disclosure of one's secondhand purchase behavior. Managerial implications offer insights on salient benefits that can be leveraged to influence word‐of‐mouth recommendation.     

The impact of branding on low‐income adolescents: A vicious cycle?

This study examines the impact of consumerism and consumer culture on low‐income British adolescents. Specifically, it investigates the effects of branding and advertising on the formation of selfconcept clarity (SCC) and consumer susceptibility to interpersonal influence (CSII). A comparative study was conducted between two groups, low‐ and high‐income teenagers, assessing SCC and CSII by means of quantitative scales. It was found that low‐income teenagers are less clear in their self‐concept and are more susceptible to interpersonal influence than their high‐income counterparts. A significant negative correlation between the two scales revealed that the less clear one's self‐concept is, the more susceptible one is to interpersonal influence. It is proposed that an inability to “keep up” with the latest fashion trends (due to restricted consumption opportunities) may result in a damaged self‐concept among low‐income teenagers, which leads to heightened susceptibility to consumption pressures and hence heightens the negative socio‐psychological impacts of living in poverty. The results of the study are reviewed in terms of branding, advertising, and consumer behavior and a proposed conceptual model of branding's impact on low‐income teenagers is presented as a “vicious cycle.” © 2008 Wiley Periodicals, Inc.     

Understanding the Relationship between Individualism and Word of Mouth: A Self‐Enhancement Explanation

This study examines factors moderating the relationship between individualism and word‐of‐mouth (WOM) transmission. The conceptual model is based on the premise that high‐individualism consumers are highly driven by the self‐enhancement motive when they transmit WOM and that they change their willingness to provide WOM based on the perceived opportunity for self‐enhancement. The results reveal that high‐individualism consumers are more willing than low‐individualism consumers to transmit WOM in relation to satisfactory consumption experiences (vs. unsatisfactory), when WOM is unsolicited (vs. solicited), and when the context involves high perceived social risk (vs. low perceived social risk). Thus, the findings indicate that self‐enhancement may indeed be the underlying mechanism in the relationship between individualism and WOM transmission.     

How Affirmational versus Negational Identification Frames Influence Uniqueness‐Seeking Behavior

This research tested the proposition that consumers presenting under a negational identification frame are more likely to choose unique products than when they present themselves affirmationally. Study 1 demonstrated this main effect in a real‐choice setting. Study 2 underlined temporary accessibilities to one's desired (undesired) identities when an affirmational (negational) identification frame is adopted. Study 3 further demonstrated that identity valence interacts with identification frames in driving uniqueness‐seeking tendency. Additionally, this effect was found to be mediated by self‐other distinction in Study 4. The research implications for both the “what” and the “how” aspects of identity‐driven consumption are discussed.     

A psychometric evaluation of a revised version of the Lennox and Wolfe revised self‐monitoring scale

Self‐monitoring has developed over the past decade or so to where it has become an important construct in both psychology and consumer behavior. Even though there is now a considerable literature largely in psychology, concern still remains at both a theoretical and measurement level about this construct. This article attempts to address some of the concerns raised in the literature about measuring self‐monitoring. Confirmatory factor analysis was used to explore the robustness and fit of a revision of the Lennox and Wolfe (1984) revised self‐monitoring scale and to test differences in variables across respondents' degree of self‐monitoring. The findings from a data set of 450 respondents indicate a factor structure similar to that found in previous studies, but with improved reliability and fit to the data. The results were sufficiently strong to warrant continued use of this instrument. The results also indicate significant differences in key consumer behavior variables, consumer confidence, subjective knowledge and concern for image across self‐monitoring. © 2000 John Wiley & Sons, Inc.     

I Know,but I Would Rather Be Beautiful: The Impact of Self‐Esteem,Narcissism, and Knowledge on Addictive Tanning Behavior in Millennials

This research examines consumers' current level of sun protection knowledge and prevention, tanning motivation, and behavior. This baseline information provides a clearer understanding of actual consumer behavior and can be used to determine what knowledge deficits exist so that future research, educational materials, and communication efforts can be tailored to address those more directly. Additionally, the relationships between knowledge, self‐esteem, and narcissism are explored. Results show that knowledge has no impact on addictive tanning behavior, self‐esteem is negatively correlated, and narcissism is fully mediated by appearance motivation. Implications, potential regulatory, and communication efforts are discussed.     

Susceptibility to global consumer culture: A three‐dimensional scale

Prior research shows the existence of the construct “global consumer culture” and its related strategic implications for brand positioning strategies. However, the potential contribution of global consumer culture and associated positioning strategy to brand value would depend on consumers' susceptibility to global consumer culture (SGCC), a general trait of consumers that varies across individuals and is reflected in the consumer's desire or tendency for the acquisition and use of global brands. This study develops and validates a three‐dimensional scale that can be used to measure the conceptual domain of SGCC across cultures. Questionnaire surveys were conducted in China and Canada, and a three‐step structural equation modeling analysis was used to test the proposed scale for the two sample groups. Results indicate that SGCC is composed of three dimensions: conformity to consumption trend, quality perception, and social prestige. This scale could be used for empirical studies of aspects of global consumption behaviors. It may also help marketing managers develop a more focused positioning and communication strategy for global brands. © 2008 Wiley Periodicals, Inc.