Stereotyping human-like virtual influencers in retailing: Does warmth prevail over competence?

Building upon the Stereotype Content Model (SCM), the current research provides insights into how virtual influencers (VIs) influence consumer responses. More specifically, it investigates the associations between the VI's anthropomorphism and stereotypical judgments of the VI's warmth and competence as well as the differential and mediating roles of these stereotypes in influencing consumers' willingness to follow the VI's recommendations and purchase intentions. The results support the idea that anthropomorphizing VIs has a direct bearing on stereotyping VIs along the competence and warmth dimensions of the SCM. Consistent with the “Primacy-of-Warmth Effect” hypothesis, the study's findings show that perceived warmth, compared to perceived competence, is positively more associated with consumers' willingness to follow the VI's recommendations. Furthermore, the findings reveal that perceived warmth mediates the association between the VI's anthropomorphism and consumers' willingness to follow the VI's recommendations. However, the findings lend partial support to the mediating role of competence. The willingness to follow the VI's recommendations, in turn, is positively associated with purchase intention. The paper wraps up with some implications for research and practice.     

What affects the effectiveness of celebrity endorsement? Impact of interplay among congruence,identification, and attribution

This study draws upon congruence theory, identification theory, and attribution theory as a means of examining how celebrity endorsement works. The study proposes that the effectiveness of celebrity endorsement may be influenced by the following three factors: congruence between a celebrity endorser and endorsed brand/product, identification with a celebrity endorser, and consumers’ attribution styles (i.e., internal vs. external). To test the proposed hypotheses, the study employs a 2 × 2 × 2 between-subject factorial design. A total of 317 college students participated in the study in return for course credits. The study findings suggest that congruence, identification, and consumers’ attribution styles indeed have impacts on consumers’ attitude toward ad, brand, or purchase intention. The study also finds that there is a relationship between congruence (low vs. high congruence) and attribution styles (internal vs. external). Theoretical and practical implications are discussed.     

You follow fitness influencers on YouTube. But do you actually exercise? How parasocial relationships,and watching fitness influencers,relate to intentions to exercise

Digital celebrities found on social media platforms are found to be successful in endorsing brands and products, and influencing purchase intentions of their followers. However, influencers also promote values and lifestyles on their channels, such as healthy behavior and fitness. In this article, we investigate the motivations of users who follow fitness influencers on YouTube and how parasocial interaction and intentions to watch fitness are related to intentions to exercise. Watching fitness videos and social interaction seems only to motivate followers that are already physically active. Non-exercising users are attracted to YouTube by entertainment and a parasocial relationship with an influencer that has no impact on their intentions to exercise.     

Can we afford international human rights?

In a recent important book,The Ethics of International Business, Tom Donaldson argues that multinational corporations (as well as individuals and nationstates) must, at a minimum, respect international human rights. For a purported right to be such a fundamental right it must satisfy three conditions. Donaldson calls the third condition the fairness-affordability condition. The affordability part of this condition holds that moral agents must be capable of paying for the burdens and responsibilities that a proposed human right would impose. If this is impossible, then the purported right is not an international human right.I argue that Donaldson's affordability condition is subject to four objections which reveal its untenability as one of the conditions upon which identification of international human rights must rest. I offer another way of treating problems of affordability and capability when it comes to such rights that all moral agents must respect.George G. Brenkert is Professor of Philosophy at the University of Tennessee/Knoxville. He has recently completed a book,Political Freedom, to be published by Routledge. His current research focuses on issues in business ethics.     

Can creative firms thrive without copyright? Value generation and capture from private-collective innovation

Accounts of the copyright industries in national reports suggest that strong intellectual property (IP) rights support creative firms. However, mounting evidence from sectors such as video game production and 3-D printing indicate that business models based on open IP can also be profitable. This study investigates the relationship between IP protection and value capture for creative industry firms engaged in collective/open innovation activities. A sample of 22 businesses interviewed in this study did not require exclusive ownership of creative materials but instead employed a range of strategies to compete and capture value. Benefits for some firms resemble those for participants in private-collective innovation (PCI), originally observed in open-source software development. Advantages of PCI include the ability to commercialize user improvements and a reduction in transaction costs related to seeking and obtaining permission to innovate existing ideas. Some creative firms in this study were able to generate and capture value from PCI in two directions: upstream and downstream. These dynamics offer a mechanism to understand and articulate the value of openness for creative industries policy and management of creative organizations.     

Judging a book by its cover? The role of unconventional appearance on social media influencers effectiveness

Social media influencers (SMI) have gained undeniable importance as brands endorsers. However, although their credibility can be affected by the way they look, no known studies have applied appearance stereotypes to SMI's perceived attractiveness, trustworthiness, and expertise, particularly when that appearance is unconventional (e.g., use of body tattoos). Therefore, building on extant endorsement research and the Stereotype Content Model (SCM), the study examines how the use of tattoos impacts SMI's credibility, attractiveness, and effectiveness. Based on a sample of 260 young adults, a 2 x 2 x 2 (SMI gender x tattoo x domain) experimental design was conducted. Results indicate a tattoo premium effect, regardless of SMI's domain. By extending the SCM framework to the influencer marketing literature, this study contributes to both research fields, while providing valuable insights to brands and SMI.     

Does the locomotion technique matter in an immersive virtual store environment? – Comparing motion-tracked walking and instant teleportation

Immersive virtual reality shopping environments may use a variety of locomotion techniques. Currently the most prominent are instant teleportation and motion-tracked walking. Motion-tracked walking more closely mimics natural shopping behaviour as it allows a shopper to physically walk through the virtual store; however, it requires a larger space and has design and cost implications. Instant teleportation is likely to be cheaper and to enable larger store formats; yet it is unknown whether the choice of instant teleportation results in different in-store behaviour by shoppers. Our research examines whether instant teleportation provides a feasible design alternative to motion-tracked walking by determining whether it does result in altered shopper behaviour. Using a split sample experiment in a purpose-built immersive VR convenience store, we compare shoppers’ emotional states (engagement, excitement and stress, measured through electroencephalography), purchase behaviour metrics, and store coverage (represented by heat maps) between motion-tracked walking and instant teleportation locomotion techniques. Results demonstrate that the absence of physical walking had no impact on emotional states or the investigated shopping outcomes. While instant teleportation led to some skipped shelf sections, there was no impact observed on the number of unplanned purchases. To the extent that the naturalism of immersive VR relies on proprioceptive engagement or embodied cognition, this appears to be adequately supported by upper body movements that do not require physical walking. These findings provide fresh insights for the design of Virtual Reality shopping environments for market research or future online-retailing platforms.     

“I'll buy what she's #wearing”: The roles of envy toward and parasocial interaction with influencers in Instagram celebrity-based brand endorsement and social commerce

Companies increasingly leverage Instagram as a channel for brand management, consumer services, and social commerce. This study addresses the dynamics of interaction among brand-related user-generated contents (UGC) posted on Instagram, social media-based brand communication with Instagram celebrities (parasocial interaction [PSI] and envy), and consumers' characteristics (social comparison tendency, compulsive buying tendency, and materialistic envy). Three between-subjects experiments (Experiment 1: N = 121; Experiment 2: N = 106; Experiment 3: N = 377) were conducted to test the effects of Instagram influencers and their branded-UGC on consumer behavior outcomes. Experiment 1 employed a 3 (branded content type [Instagram influencer's photo type]: selfies vs. photos taken by others vs. group photos) x 2 (gender: female vs. male) factorial design. Experiment 2 employed a 2 (content generator type: Instagram celebrity vs. mainstream celebrity) x 2 (gender: female vs. male) factorial design. Experiment 3 deployed a 2 (branded content type: photos listing products vs. photos showing models) x 2 (content generator type: commercial brand [corporate] vs. Instagram celebrity [human]) factorial design. Experiment 1 indicates Instagram influencers' photo types and gender moderate the effects of envy toward and PSI with them on consumers' intention to buy the products Instagram influencers are wearing. Experiment 2 shows content generator types and gender moderate the effects of envy and PSI on source trustworthiness perception. Experiment 3 demonstrates branded content types and content generator types moderate the effects of consumers' physical appearance social comparison tendency, compulsive buying tendency, and materialistic envy on brand trust. This study makes theoretical contributions to the literature on retailing and consumer services as well as provides managerial implications for Instafamous-based influencer marketing and social commerce in Web 2.0 environments.     

Can you hear me now? Learning from customer stories

A large business generally knows its customers through quantitative analyses and summary reports, which are staples of market research and corporate reporting. Too often, the voices of individual customers are muffled by a torrent of numbers, and the stories they would tell are garbled. Few managers and even fewer executives hear customers speak, in their own words and ways, about the company's products and services. Yet, as we discuss, these stories may suggest enhanced customer service, better products, and organizational innovation; indeed, a number of companies have shown that the value of attentiveness to customer stories can be great. Herein, we describe a controlled, exploratory approach a company might take to develop its own engagement with customer storytelling—one that encompasses not only its interactions with customers along the front line, but also conversations ongoing in social media. Our proposal demands sustained commitment from senior management. We counsel senior executives to lead by example, to listen to customer stories, to learn from them, and to share them with others in the executive suite. By truly caring about storytelling, business leaders can better serve their customers and their companies.     

Can you hear me now? Engendering passion and preparedness perceptions with vocal expressions in crowdfunding pitches

The voice is often the only continuous channel of expression in pitch videos. We isolate the influence of entrepreneurs' vocal expressions on funding by examining how valence (positivity/negativity) and arousal (activation) shape funders' perceptions of passion and preparedness. We show that an entrepreneur's high-arousal vocal expressions, whether positive or negative, increase perceptions of their passion. Entrepreneurs are perceived as more prepared when the valence and arousal of their vocal expressions are congruent. We test our hypotheses in the context of rewards-based crowdfunding, using both an experiment and a speech affect analysis of real-world crowdfunding pitches.     

Bridging the great divide? Making sense of the human rights-CSR relationship in UK multinational companies

Human rights (HR) and corporate social responsibility (CSR) are both fields of knowledge and research that have been shaped by, and examine, the role of multi-national enterprises in society. Whilst scholars have highlighted the overlapping nature of CSR and HR, our understanding of this relationship within business practice remains vague and under-researched. To explore the interface between CSR and HR, this paper presents empirical data from a qualitative study involving 22 international businesses based in the UK. Through an analysis based on sensemaking, the paper examines how and where CSR and HR overlap, contrast and shape one another, and the role that companies’ international operations has on this relationship. The findings reveal a complex and multi-layered relationship between the two, and concludes that in contrast to management theory, companies have bridged the ‘great divide’ in varying degrees most notably in their implementation strategies.     

Can you do Kung Fu and also act? New entrants’ status attainment in the creative industries

Despite the wealth of research on the antecedents of status, we know little about the mechanisms that affect ability of individuals in one market to attain status in another market. The issues of cross-market status transfer are especially salient in the creative industries that are characterized by intensive cross-country migration. We combine research on status and typecasting to explain the mechanisms causing some migrants to lose or gain status in a host country relative to other migrants. We find that low-status migrants gain status relative to high-status migrants. We also find that low-status generalist migrants gain status relative to high-status generalist migrants. We develop these insights through the analysis of an original dataset on the status attainment of mainland Chinese movie actors in the Hong Kong film industry.     

Intention without action? Differences between whistleblowing intention and behavior on corruption and fraud

Whistleblowing is an effective tool against fraud and corruption in organizations. However, as researchers have struggled to acquire data on actual whistleblowers, research relies on hypothetical intention data and student samples, which is seen as a major limitation. Using a field study of 1,416 employees from China, Germany, and Russia, the purpose of this article is to identify differences and similarities between intention and actual whistleblowing decisions, thus aiding research and interpretation of prior and future studies. I also contribute by analyzing whether findings can be generalized across different cultures and whether status and power influence the whistleblowing process. My results reveal that the key difference between hypothetical and real decisions is not in variables that affect the process, but in effect sizes: Employees underestimate the effect of situational (retaliation) and organizational (compliance measures) variables in hypothetical compared to actual whistleblowing. Thus, reliance on intention research is not inherently problematic, when effect sizes are interpreted with caution. I also find that results are similar across countries and that status and power may not be decisive factors in whistleblowing. My findings should also be of interest to practitioners and policymakers, as they assist in designing effective whistleblowing systems and environments in organizations.     

Will they pitch or will they switch? Comparing Chinese and American consumers

This study compares the conditions for consumer satisfaction and word of mouth (WOM) between Chinese and American consumers. The authors utilize a between‐subjects factorial design experiment to investigate the effect of service experience (positive or negative) and consumption context (hedonic vs. utilitarian) across these two cultures. Results indicate that consumers perceive higher levels of satisfaction and switching costs, and provide higher WOM intention for positive than for negative service experiences. The relationship between service experience and perceived switching costs is further moderated by consumption context and culture. Of importance is the critical mediating role of consumer satisfaction in driving perceived switching costs and WOM intention. The comparison of Chinese and American consumers also reveals the distinct switching behaviors between the two groups of consumers, which can be explained from a cultural perspective. The study findings provide insights into provider‐switching and WOM‐spreading behaviors by Chinese and American consumers, under hedonic versus utilitarian consumption contexts.     

Hi,May AI help you? An analysis of the barriers impeding the implementation and use of artificial intelligence-enabled virtual assistants in retail

Artificial Intelligence enabled Virtual Assistants (VAs) are evolving rapidly, offering promising opportunities to provide personalized shopping assistance and 24/7 frontline service. They can reduce the workload of human employees while delivering a seamless customer experience. Despite these benefits, the adoption of AI VAs as a retail marketing channel is patchy. The objective of this study is to reveal the multidisciplinary factors impeding the adoption of AI VAs in retail using the Fuzzy AHP method. Seven main barriers and thirty-seven sub-barriers are identified, classified, and ranked. Findings reveal that customer-related barriers are the most significant. These are followed by technical and financial barriers that retailers face in implementing AI chatbots.     

Who's got my back? Comparing consumers' reactions to peer-provided and firm-provided customer support

This study demonstrates that when an individual encounters a product-related problem, fellow consumers (i.e., one's peers) have a unique advantage in providing social support to the affected consumer. Specifically, we find that social support can be a dominant driver of consumer satisfaction when the risk of customer defection is at its highest (i.e., following an unsuccessful attempt to solve the consumer's problem). Using real-world data from an online support community, a pilot study finds that if the problem that a consumer faces goes unsolved, satisfaction is greater when consumers receive peer-provided versus firm-provided support. Study 1 replicates this finding in a controlled experiment that realistically simulates an actual customer support incident in real-time. Study 2 identifies social support as the mechanism that underlies this effect and investigates whether firm employees can take steps to appear more customer-like and thereby replicate the advantage of peer-provided support. Finally, Study 3 reveals an alternative strategy (i.e., utilizing multiple employees) that firms can use to enhance social support and provides evidence that peer-provided support not only enhances satisfaction but also positively influences consumers' behavioral intentions.