Consumer decision making within a goal-driven framework

Research and theory in consumer decision making has been dominated by a perspective that assumes that a consumer knows what product category he or she needs. This limited view has resulted in equating consumer decisions with brand choice. The purpose of this article is to provide a framework for considering a wider range of consumer decision-making processes by linking them to different goals that consumers might pursue. A hierarchical goal structure consisting of four levels of goals; abstract principles or values, action programs, more concrete product acquisition, and brand acquisition goals, is proposed as the theoretical construct which ties together a wide range of consumer decision making phenomena. An experiment in which consumers think out loud in contemplating two levels of more familiar or unfamiliar goals reveals that their thoughts are constrained by the proposed goal hierarchy. The goals provide a useful framework for understanding decision-making processes involving product level consideration, set generation, and the evaluation of those self-generated sets. © 1997 John Wiley & Sons, Inc.     

Understanding How Goal‐striving,Goal Orientation,and Shame Influence Self‐perceptions after Exposure to Models in Advertising

Marketers frequently use advertisements featuring thin models to promote the goal of self‐improvement to consumers. However, many of these appeals lead to detrimental effects on the self‐perceptions of the females who view them. This paper integrates components of goal‐striving theory and social comparison theory to explain consumer response to these advertisements and investigates how goal attainability may mitigate the negative effects of these ads. Additionally, this work investigates how a promotion‐focus goal orientation moderates the effects of the goal‐striving process and provides evidence of the mediating effects of shame. Finally, this work addresses a gap in the literature by examining how the interplay of model size and goal attainability impacts male consumers’ self‐perceptions. Study 1 reveals that high levels of perceived goal attainability mitigate the negative effects of exposure to thin models on self‐perceptions for females. Study 2 demonstrates that a high promotion‐focus goal orientation can lead to more favorable self‐perceptions for female participants exposed to a thin model with attainable goals, but it does not isolate participants from feelings of shame, which mediates the effects of goal attainability on self‐perceptions. Study 3 reveals similar findings for male consumers, but notably finds that shame does not play a significant role in understanding the comparison process for male consumers, suggesting key differences in the comparison processes between sexes.     

A self‐regulatory model of consideration set formation

The goal of this article is to deepen the understanding of the consideration stage in choice processes. The basic questions are: Why do people consider different brands/products in the first place? What cognitive processes lead to the formation of consideration sets? Based on the notion that consumers are volitional decision makers capable of controlling their own behavior according to their goals, a self‐regulatory model of consideration‐set formation is developed. Goals at different levels of abstraction are hypothesized to determine considerationset formation. In contrast to the notion of congruence, which relates the ideal self to consumer choice, the authors focus on the motivational function of the self. Based on a self‐regulatory model, it is shown that the ideal self, as a macrolevel goal, determines desired benefits. Desired benefits, as more specific goals, then determine brand consideration. In contrast to stimulus‐based choice approaches, consideration‐set composition is investigated in a memory‐based, comparable‐choice context of real adult consumers considering the purchase of automobiles. © 2005 Wiley Periodicals, Inc.     

Pursuing fitness: how dialectic goal striving and intersubjectivity influence consumer outcomes

Consumers increasingly engage expert service providers in their goal pursuits. While the literature focuses primarily on goal attainment, this presents just one stage of extended goal striving. Using Bagozzi and Dholakia’s [(1999). “Goal Setting and Goal Striving in Consumer Behavior.” Journal of Marketing 63 (Special Issue): 19–32] goal-striving framework as the foundation, this qualitative research examines the client–trainer interactions in the goal-striving process. We find that goal striving with the aid of expert service providers entails intersubjectivity. The consumer wrestles with multiple understandings of fitness to determine and pursue a goal. This considers the individual’s perceptions and desires, cultural and societal discourses, and trainer’s views. Effective goal pursuit requires shared understanding between client and trainer. It entails a moment of release when consumers accept their inability to translate goals into actions alone. This occurs at multiple stages of the process. By examining the influence of service providers on goal strivers, this research extends our understanding of goal striving as an accepted agreement between the Self and Other.     

Motivation for emergency and retirement saving: an examination of Regulatory Focus Theory

Can Regulatory Focus Theory be used to better understand consumers' saving attitudes and behaviours? The theory posits that prevention‐ and promotion‐oriented personality traits may influence financial decision making. Using secondary and experimental survey data, two research questions were examined: (1) Are promotion‐ and prevention‐related saving goals, in combination with promotion‐ and prevention‐oriented personality traits, related to attitudes towards saving behaviour? (2) To what extent does the match between these goals and traits affect actual saving behaviour? Findings confirmed that promotion‐oriented consumers were less likely to save for prevention goals, while the opposite was true for prevention‐oriented individuals. Further, consumers' saving goal and personality trait‐based regulatory focus were found to influence cognitive attitudes towards saving. The discussion focuses on how these findings and theoretical perspectives may predict and influence consumers' financial decision making.     

The relationship between trusting beliefs and Web site loyalty: The moderating role of consumer motives and flow

This research (1) examines how specific consumer motives (i.e., goal‐directed: searching for information, experiential: browsing for recreation) influence the trusting belief–loyalty relationship at a Web site in a distinct manner and (2) investigates how the online flow experience in each of the motive states strengthens or weakens the trusting belief–loyalty relationship. The results suggest that for consumers with an experiential motive, benevolence‐ and integrity‐related beliefs are the key drivers of loyalty, while ability‐related beliefs do not drive loyalty. On the other hand, for consumers with a goal‐directed motive, the ability‐ and integrity‐related beliefs are the key drivers of loyalty, while benevolence‐related beliefs are not influential. Further, this research illustrates that when consumers with an experiential motive experience a high level of flow, the impact of trusting beliefs on loyalty weakens. However, for consumers with a goal‐directed motive, trusting beliefs continue to exert the same impact on loyalty across both high and low levels of flow. ©2010 Wiley Periodicals, Inc.     

Loosening the belt: on the effects of goal‐conflict situations on regular savings

This paper examines the effect of implementation intentions on consumers' success in pursuing conflicting saving–spending goals. Surveys of participants in a community‐based savings programme were conducted to test whether the forming of implementation intentions in specific action plans facilitate the pursuit of the focal savings goal. The intervention had no effect in facilitating the savings goal, suggesting that goal conflict undermines goal commitment above and beyond the influence of commitment mechanisms. Inquiring into the reasons for not saving within the implementation intention group, we found that conflict with spending goals emerged as a partial mediator explaining subjects' failure to enact their savings intentions. Implications for community‐based savings programmes are also discussed.     

Online piracy in the context of routine activities and subjective norms

Why do mainstream consumers who would not typically engage in illegal behaviour routinely resort to online piracy of copyrighted software? This paper provides answers to this research query by applying routine activity theory and the theory of reasoned action. The paper’s study analyses consumers’ role as possible offenders that can have the opportunity to engage in online software piracy as part of their routine online activities. Although it is problematic to measure the exact magnitude of the negative impact on the US economy, as stated by the Government Accountability Office it is sizeable. After analysing the conceptual model using a US national consumer sample of over 700 consumers, results show the influence of proximity to motivated offenders, target suitability, and capable guardianship on consumers’ attitudes and perceived subjective norms towards online software piracy, as well as their intentions to engage in this illegal behaviour on the Internet. By integrating routine activity theory, a criminology theory with the theory of reasoned action from psychology and analysing a widespread online software piracy phenomenon, several academic and practical contributions are made.     

If you feel it now you will think it later: The interactive effects of mood over time on brand extension evaluations

While mood has been found to affect brand extension evaluations, the specific mechanisms by which it affects those evaluations remain largely untested. This study suggests that mood‐induced differences in cognitive processing style (relational vs. item‐specific elaboration) are possible explanations affecting brand extension evaluations. Results of two experiments showed that consumers in a positive (vs. negative) mood engaged in relational (vs. item‐specific) elaboration and consequently evaluated brand extensions and brand extension fit more favorably than consumers in a negative mood. The effects were found immediately after exposure (Experiment 1) and after a one‐week delay (Experiment 2). Theoretical and practical implications are discussed. © 2011 Wiley Periodicals, Inc.     

Pleasure and the Control of Food Intake: An Embodied Cognition Approach to Consumer Self‐Regulation

Consumers try to avoid temptation when exposed to appetizing foods by diverting their attention away from their senses (e.g., sight, smell, mouthfeel) and bodily states (e.g., state of arousal, salivation) in order to focus on their longer term goals (e.g., eating healthily, achieving an ideal body weight). However, when not including sensations in their decision‐making processes, consumers risk depleting their self‐regulatory resources, potentially leading to unhealthy food choices. Conversely, based on the concept of “embodied self‐regulation,” the suggestion is made that considering bodily states may help consumers regulate their food choices more effectively. A new model is proposed that facilitates understanding observed consumer behavior and the success or failure of self‐control in food intake. It is argued that bodily states and sensory information should be considered when modeling consumer behavior and developing health‐related advocacy and communication campaigns. The model proposed here leads to new perspectives on consumer consumption behavior and health policy research and strategies.     

Examining impacts of negative reviews and purchase goals on consumer purchase decision

Extensive literature has studied the impact of positive online reviews on consumers’ purchase decisions. Research on the role of negative reviews in consumer price perception is heavily under-investigated. This study examines effects of negative reviews on consumer price perception and subsequent purchase behavior while considering the moderating effect of purchase goals. Results from two experiments show that the proportion of negative reviews has stronger negative impacts on purchase decision for consumers with a purchase goal than those without. This research contributes to growing knowledge about negative online reviews and consumer goal literature and offers practical implications for online retailers.     

Why consumers exaggerate in online reviews? Moral disengagement and dark personality traits

Diffusion of digital media has led to extensive reliance on online reviews for purchase decisions. However, consumers may routinely exaggerate about their own consumption experiences. Using moral disengagement theory and the dark personality trait , the present study seeks to enhance the understanding of consumers' intentions to exaggerate about their consumption experience in online reviews. In order to demonstrate convergence of finding and replicability of the proposed relationships, four studies were conducted to examine consumers’ intention to exaggerate about their positive and negative experiences in online reviews for search and experience products respectively. Findings showed significant positive relationships between dark personality traits and intention to exaggerate in online reviews. Furthermore, moral disengagement significantly mediated intention to exaggerate for narcissists and psychopaths. The results reinforce the usefulness of the study for managers as these studies augment the understanding of consumer lying behavior in the context of online reviews and offer insights into mechanisms that might prevent the amplification of such reviews.     

Consumer knowledge and its consequences: an international comparison

By far the theories of consumer knowledge are mainly estimated in the western countries. It is important and necessary to assess theory generalizability and model equivalence across different culture contexts. This paper intends to gain a preliminary understanding of the relationship between two consumer knowledge components and four product‐related task performances, with a focus on the influences of two psycho‐linguistic differences in cognition. Based on the results of our empirically multi‐group comparison of Chinese and French wine consumers, we find that consumer knowledge is a multidimensional construct in both cultural contexts. It appears that psycho‐linguistic differences largely affect the consumption task performance. Consequently different consumer knowledge components play different roles in consumption tasks and lead wine consumers to employ dissimilar information processing strategies in various cultural contexts.     

I'll Have Fries with That: Increasing Choice Complexity Promotes Indulgent Food Choices

Three studies showed that the way that options are presented in a choice set—as combinations of intersecting attributes or in a more sequential “a la carte” choice format—affects the degree to which consumers adhere to their goals in the consumption setting. Specifically, using the context of food consumption and healthy eating, results showed that consumers were more likely to make double indulgent choices, the choice of both an indulgent entrée and an indulgent side item, when choosing from a menu consisting of predetermined “combination meals” than when selecting among the same entrée and side options in an a la carte fashion. Studies 2 and 3 implicated a goal distraction mechanism in driving the effect; the combination format, with its cross‐cutting of product choices into various combinations, reduces the salience of goal‐related constructs on implicit measures. In showing that different product presentation formats can affect the degree to which consumers make goal‐consistent choices, the current work adds to work on the effects of environmental influences on goal progress and goal achievement. Implications for encouraging goal‐consistent behavior in the context of healthy eating as well as other important consumer goal contexts are discussed.     

Unveiling user-generated content: Designing websites to best present customer reviews

Online customer reviews are an important type of user-generated content, through which consumers share their experiences with products and services in order to help others make informed purchasing decisions. In this article, we discuss the goals of online customer reviews and develop practical, actionable principles that can be used to improve the presentations of customer reviews. We identify four goals—two ultimate, and two intermediate—of online customer reviews. The two ultimate goals are: (1) to assist consumers in making accurate choices, and (2) to reduce the cognitive costs of making such choices. The two intermediate goals are: (1) to help consumers form an unbiased understanding of the product, and (2) to construct a set of evaluative criteria. Drawing on the constructive view of consumer judgment and choice, we present a conceptual model of online-review based consumer judgment and choice. We report principles that will improve the presentation of reviews, and discuss the benefits of the new design over the traditional presentation of online reviews.     

The right to be heard and to be understood: a conceptual framework for consumer protection in emerging economies

In many emerging economies and developing countries, comprising consumers from different cultures and with varying degrees of sophistication (knowledge and skill) concerning consumer protection, the promotion of consumers' rights to develop a consumer‐oriented culture remains a very big challenge. One way of protecting the consumer, especially the consumer that has not been fully socialized to execute informed decisions when purchasing expensive durables, is by establishing a redress environment that would ensure fair redress as well as an understanding and appreciation of the consumer. Manufacturers and retailers are often not aware of the performance failures that consumers experience concerning their products because many people do not communicate their dissatisfactions to them. However, unless and until manufacturers and retailers fully comprehend their customers' complaint behaviour, their reasons for engaging in specific complaint behaviour and the reasoning (cognitive processes) and emotional processes behind their behaviour, they will not recognize the link between complaint handling and customer loyalty and profits. The purpose of this paper was to develop a theoretical conceptual framework that would enable consumer scientists, consumer consultants, consumer behaviour researchers and those with the responsibility of handling consumer complaints to explore and understand consumer complaint behaviour in its entirety. We argue that, to be able to establish and manage a redress environment that is characterized by an understanding of the specific consumer as well as by effective complaint behaviour handling, it is of the utmost importance that the manufacturer, retailer, consumer consultant and all those that work with consumers' complaints understand the entire complaint process, including the underlying cognitive and emotional processes as well as the consumer's post‐complaint perception of justice and his/her satisfaction with the complaint handling. It is also important to understand the role that consumer‐, product‐ and redress environment‐related variables play in consumer complaint behaviour. The consumer who blames the retailer for the problem and who probably feels angry about the situation and decides to complain will expect redress. From a consumer's viewpoint, complaint‐related justice is, however, not only a matter of economic calculus but also a matter of procedure and interaction. We therefore argue for a holistic approach where consumer complaint behaviour is addressed in its entirety. Practical suggestions that could enhance customer satisfaction are given for manufacturers, retailers and those who deal with consumers' complaints.     

The effects of anticipated goal‐inconsistent behavior on present goal choices

Prior work has examined how, in the pursuit of long‐term goals, past goal behavior influences present goal choices. Instead, the present work focuses on how anticipating future goal behavior, specifically future goal‐inconsistent behavior, influences present goal choices. For example, how anticipating overspending on an upcoming vacation influences current spending behavior. The authors propose that the effect of anticipated goal‐inconsistent behavior on present goal choice is moderated by the perceived changeability of the future behavior. When future goal‐inconsistent behavior is perceived as changeable, consumers tend to imagine it away, and it has no systematic effect on present goal choices. However, when future goal‐inconsistent behavior is perceived as unchangeable, consumers accept it as a matter of fact, and systematic effects occur. Specifically, some consumers not only fail to buffer against future goal‐inconsistent behavior's negative consequences, but tend to exacerbate those consequences by increasing their goal‐inconsistent behavior in the present. Four studies examine this surprising behavior, using an individual difference (the response‐to‐failure scale) to identify when and for whom it occurs. The studies demonstrate the role of perceived changeability using various manipulations across multiple critical goal domains such as spending, eating, and academics.     

Decision making and brand choice by older consumers

Older adults constitute a rapidly growing demographic segment, but stereotypes persist about their consumer behavior. The goal of this review was to develop a more considered understanding of age-associated changes in consumer decision making. Our theoretical model suggests that age-associated changes in cognition, affect, and goals interact to make older consumers’ decision-making processes, brand choices, and habits different from those of younger adults. We first review literature on stereotypes about the elderly and then turn to an analysis of age differences in the inputs (cognition, affect, and goals) and the outcomes (decisions, brand choices, and habits) of decision processes.     

Context Effects on Older Consumers’ Cognitive Age: The Role of Hedonic versus Utilitarian Goals

This paper deals with older consumers’ cognitive age (i.e., the age they feel), which is self‐assessed as systematically lower than their chronological age (i.e., their actual age). Such a tendency would lead older consumers to display attitudes and purchasing behaviors, which are not typical of people of their real age. Two studies show that cognitive age is not an immutable construct but varies according to its context of reference, so that the same individual may feel different ages under different circumstances. Results demonstrate that the declared cognitive age is affected by the physical environment, the social references, and the product categories that the consumer is using when self‐assessing it. Furthermore, the tendency of older consumers to feel younger is stronger when these consumers are pursuing in these contexts hedonic rather than utilitarian goals. These findings provide novel inputs for the development of appropriate ways to measure cognitive age and to deal with it when targeting senior consumers and positioning hedonic versus utilitarian goods.