消费者态度的新认知:二元化的矛盾态度

传统态度的研究认为态度是一元化的,而矛盾性态度的研究则提出态度是二元化的,即对于同一事物正面和负面的评价可以同时存在。态度矛盾是一个普遍现象。社会心理学主要对一般性矛盾态度进行了研究,尚处于起步阶段。而消费者矛盾态度是营销学和社会心理学相交叉的一个新兴研究领域,其与一般性矛盾态度的差别是,后者相对稳定,而消费者矛盾态度相对不稳定,容易受到外部环境的影响,并对消费者购买行为产生显著的影响。     

负面情绪和说服策略对品牌关系再续意愿的影响

营销学和心理学的已有研究表明, 负面情绪会影响信息处理过程。因此, 企业在品牌关系再续的实践中, 必须结合消费者负面情绪来选择适当的说服策略。基于此, 通过区分反驳型说服策略和诊断型说服策略, 并将其联结于消费者的情绪特点(情绪类型与情绪强度), 经由两个实验探讨了不同情绪特点的消费者对两种说服策略的反应。实验一初步证明了负面情绪类型(后悔和生气)调节说服策略对原谅的影响。实验二证明了负面情绪强度(低和高)调节说服策略对原谅的影响, 并进一步检验了实验一的结论。即当负面情绪强度低时, 负面情绪类型的调节作用不显著; 但是, 当负面情绪强度高时, 负面情绪类型的调节作用显著。此外, 两个实验均验证, 根据消费者负面情绪特点, 适当的说服策略有利于消费者原谅品牌, 进而产生品牌关系再续意愿。     

矛盾的消费者是如何解读多元化口碑信息的?

以消费者态度的矛盾性为基础前提, 来探究消费者自身的矛盾态度与外界的多元化口碑信息之间的交互机制。通过两个现场实验发现, 消费者态度的矛盾性程度稳健地调节着消费者对外界信息的选择和处理。具体而言, 高矛盾性的消费者由于具有显著的减少矛盾的动机, 会选择性注意外界的正面信息和态度, 而低矛盾性的消费者减少矛盾的动机并不显著, 更倾向于选择性注意外界的负面信息和态度; 另一方面, 矛盾消费者的选择性注意效应受从众压力和群体共识的影响很小, 也即那些不处于消费者选择性关注范围内的信息和态度, 即使是多数人形成的共识, 对消费者仍然不会有显著影响。     

商品-模特距离及广告诉求对消费者评价的影响：性别的调节作用

广告中商品-模特距离和广告诉求在解释水平上匹配时,消费者评价更积极。三个实验检验了该匹配效应中性别的调节作用。实验1(模特在左,商品在右)发现,近距离下,可行性广告诉求引起更强的购买意愿;远距离下,结果相反。实验2(模特在右,商品在左)发现,在远距离合意性(远距离可行性)广告诉求条件下,女性(男性)的商品态度更积极,购买意愿更强。实验3(模特在上,商品在下)发现,在远距离情况下,合意性广告诉求引起更积极的商品态度和更强的购买意愿;相比于可行性广告诉求,女性对合意性广告的评价更高,男性则更偏好可行性广告。综上,当模特在左商品在右时,商品-模特距离和广告诉求存在匹配效应;当模特在右商品在左时,匹配效应受到消费者性别调节。     

网络环境下第三方评论对冲动购买意愿的影响机制：以产品类别和评论员级别为调节变量

采用问卷调查和实验研究的方法, 构建了以情感为中介的第三方正面评论与网络消费者冲动购买意愿的关系模型, 并检验了产品类别和评论员级别对该模型的调节效应。研究结果表明：第三方评论的好评度、好评数、时效性直接正向影响冲动购买意愿; 好评度以快乐和唤起情感为中介、好评数以快乐情感为中介间接正向影响冲动购买意愿; 消费者购买低涉入度(VS：高涉入度)产品和阅读高级(VS：初级)评论员发布的评论时, 第三方正面评论对冲动购买意愿的影响更强。     

矛盾态度对决策后自我评价的影响：有中介的双阶段调节作用

矛盾态度不仅影响信息搜索、态度形成和决策行为, 而且影响决策后自我评价。本研究构建了一个基于不确定性的中介作用、决策困难水平和结果效价的双调节作用的矛盾态度与决策后自我评价关系模型, 3个实验通过设计冲突情境对矛盾态度进行操纵, 冲突情境包括选择一所大学和就业企业, 运用SPSS 20.0软件对数据进行分析, 发现矛盾态度对决策后自我评价存在积极影响, 矛盾态度通过不确定性影响决策后自我评价的中介过程受到决策困难水平和结果效价的调节。矛盾态度和决策困难水平对不确定性产生影响, 不确定性和结果效价对决策后自我评价产生影响, 由于不确定性的分离效应, 使矛盾态度和决策困难水平对决策后自我评价产生相互冲突的双重作用结果。当获得负面结果时, 相较于低决策困难水平, 高决策困难水平的个体, 矛盾态度通过不确定性对决策后自我评价产生积极影响; 当获得正面结果时, 相较于高决策困难水平, 低决策困难水平的个体, 矛盾态度通过不确定性对决策后自我评价产生积极影响。     

价格框架对不同认知闭合需要者在线动态价格的感知与购买意愿的影响*

采用问卷与实验相结合的方法,以112名大学生为被试,考察价格框架对不同认知闭合需要者在线购物时对动态定价策略下的价格感知与购买意愿的影响。结果发现：（1）相比非动态价格,动态价格条件下消费者感知价格公平感、购买意愿都较低;（2）在打折框架下,高认知闭合需要者对采取动态价格在线购物网站的感知信任显著好于非动态价格,而低认知闭合需要者则相反,说明消费者的价格感知受这三个变量的综合影响;（3）在降价框架下,认知闭合需要与动态价格的交互作用不显著,意味着在线消费者的购买意愿可能受到更多其它因素制约。     

谁该成为体验型产品网络评论的主角,图片还是文字?

图片、文字是体验型产品网络评论的两种主要形式,但关于两者对消费者影响的研究结论尚存在分歧。本研究基于解释水平理论,通过系列实验揭示了图片、文字评论在不同购买可行性情境下对消费者产品评价的影响,及产品类型(怀旧/非怀旧)的调节作用。结果表明:(1)购买可行性低情境下的消费者受文字评论的影响更大,而购买可行性高情境下的消费者受图片评论的影响更大(实验1a、实验1b和实验2);(2)购买怀旧产品时,购买可行性低情境下的消费者仍受文字评论的影响更大,而购买可行性高情境下的消费者受两类评论的影响无差异;购买非怀旧产品时,购买可行性高情境下的消费者仍受图片评论的影响更大,而购买可行性低情境下的消费者受两类评论的影响无差异(实验3)。本研究表明,当图片、文字评论与购买可行性在解释水平上一致时,影响力最大,且怀旧/非怀旧产品类型会调节这种效应。本研究还讨论了如何在实际中运用此结论。     

外观新颖性对消费者购买意愿的影响：自我建构与产品类型的调节效应

外观创新在市场竞争中的地位越来越突出,然而因此而导致的成败案例都很普遍。如何进行外观创新更受消费者欢迎,其内在机制是什么,我们却知之甚少。基于独特性需求理论、风险感知理论及自我建构理论,本文探讨了自我建构与外观新颖性对消费者购买意愿的交互作用、影响机制以及边界条件。通过3个实验,发现对于独立型自我建构的消费者而言,高外观新颖性能引发独特性需求从而提高购买意愿,而对于相依型自我建构而言,低外观新颖性则通过降低社会风险感知从而提高购买意愿;同时,本文也确定了产品类型对该机制的调节作用,具体来讲,对于实用品,所有消费者都对低外观新颖性产品具有更强的购买意愿,而对于享乐品,所有消费者都对高外观新颖性产品具有更强的购买意愿。     

思维聚焦对发展型文化消费产品购买意愿的影响

本研究探析了消费者的思维聚焦（过程聚焦/结果聚焦）对发展型文化消费产品购买意愿的影响,发现结果聚焦的消费者比过程聚焦的消费者对发展型文化消费产品的购买意愿更强烈。同时,时间距离对这一效应存在调节作用,即时间距离远时,这一效应显著;时间距离近时,思维聚焦对发展型文化消费产品的购买意愿没有显著影响。此外,本研究进一步考察了时间距离较远时,消费者的未来时间洞察力部分中介了思维聚焦对发展型文化消费产品的购买意愿。     

Ambivalence,prejudice and negative behavioural tendencies towards out-groups: The moderating role of attitude basis

Two experiments explored the relations between prejudice (suppression), (cognitive) ambivalence and negative behavioural tendencies towards out-groups. The current work argues that expressing out-group ambivalence based on cognitive, but not affective, information is a strategy to justify one's otherwise suppressed prejudice, which may ultimately “cover” the discriminatory nature of out-group-directed negative behavioural tendencies. Two experiments show that (1) participants evaluating the out-group in a normative context inducing prejudice suppression are more likely to self-report ambivalent beliefs rather than ambivalent emotions concerning the out-group as compared with participants whose prejudice expression is induced and (2) high-prejudice participants compared with low-prejudice participants are more prone to out-group-directed negative behavioural tendencies when these latter are self-reported after the expression of ambivalent beliefs but not ambivalent emotions concerning the out-group, and when the expression of their prejudicial evaluations is salient but not when it is not. In light of the extent to which ambivalent attitudes towards out-groups are often seamlessly integrated into public discourse, the implications of the findings are discussed not only for intergroup research but also at the societal level.     

The Relationship Between Attitudinal Ambivalence and Desire to Quit Smoking Among College Smokers1

Growing evidence shows that attitudes can exist on a bivariate rather than a bipolar plane. This conceptualization provides a more dynamic approach to studying how attitudinal ambivalence (i. e., evaluating an attitude object as both positive and negative) affects smoking‐related behaviors. Based on a sample of 157 college smokers, we obtained preliminary validational support for a smoking‐specific felt attitudinal ambivalence scale. Felt attitudinal ambivalence correlated positively with potential for ambivalence, negative attitudes, and negative as well as positive outcome expectancies related to smoking. Smokers who felt more ambivalent reported a greater desire to quit and were more likely to be contemplators, as defined by the transtheoretical model of behavioral change. In multivariate analyses, felt ambivalence toward smoking predicted desire to quit after controlling for positive and negative attitudes and negative smoking consequences. These results provide promising support for the smoking‐specific felt‐ambivalence scale, and suggest that attitudinal ambivalence should be investigated further as a motivational mechanism to affect smoking cessation.     

Ambivalence and Response Amplification Toward Native Peoples1

This study determined whether ambivalence toward Native peoples would result in amplified, or polarized, responses to members of the group, as assessed in terms of both general attitudes and social policy endorsements. In addition, it examined whether priming would mediate these effects, based on the notion that ambivalent attitudes contain both positive and negative dimensions that may be activated at different times. Induction of different mood states was used as an indirect priming manipulation. One hundred thirty-eight Canadian participants completed measures of ambivalence toward Native peoples and Canadians. One week later, these participants underwent a positive, neutral, or negative mood induction procedure. They then indicated their attitudes toward Native peoples and Canadians, and responded to social policy questions involving both groups. Participants who were highly ambivalent or not ambivalent toward Native peoples were retained for analysis; participants generally displayed low ambivalence toward Canadians. It was predicted and the results confirmed that only participants who were ambivalent toward Native peoples would display a relative response amplification effect: a greater difference between positive and negative mood states in their responses to Native peoples than in their responses to Canadians.     

矛盾态度对个体信息加工的影响：外显与内隐层面的比较

本研究采用“学习—再认”范式从外显和内隐两个层面探讨了矛盾态度对个体信息加工的影响。结果发现：（1）在两种加工条件下,高外显矛盾态度个体对态度客体信息再认反应时均显著短于低外显矛盾态度个体;（2）在有意加工条件下高内隐矛盾态度个体再认反应时显著长于低内隐矛盾态度个体,在无意加工条件下高低内隐矛盾组的再认反应时差异不显著;（3）对态度客体无关材料高内隐矛盾态度个体再认反应时显著长于低内隐矛盾态度个体,对有关材料二者的反应时差异不显著。该结果表明,外显与内隐的矛盾态度对个体的信息加工具有不同的影响路径,这为进一步探讨外显和内隐矛盾态度对个体心理与行为的影响机制提供了借鉴。     

Ambivalence, discomfort, and motivated information processing

In two studies we examined the nature and consequence of ambivalent attitudes. In the first study, we assessed whether holding ambivalent attitudes was aversive, and tested whether this aversion was resolved through biased information processing. To do this we manipulated participants’ attributions of the discomfort associated with an ambivalent message through a pill manipulation (tense vs. relaxed). Participants who attributed their discomfort to their ambivalence reported more negative emotions and generated more one-sided thoughts than participants who attributed their discomfort to the pill. In the second study, we examined the conditions necessary for ambivalence reduction. Results suggest that people spontaneously engage in biased information processing in order to resolve their ambivalence.     

The impact of attitudinal ambivalence on weight loss decisions: Consequences and mitigating factors

This research takes a new look at individuals' attitudes and intentions towards losing weight. Study 1 examines the relationship among those interested in losing weight and individual self‐evaluative ambivalence on attitude towards trying to achieve a weight loss goal and the intentions to achieve the weight loss goal. For Study 2, a between‐subjects experimental design, where attitudinal ambivalence and prior outcome feedback were manipulated and self‐efficacy was measured, is conducted to examine attitude towards eating healthier and intention to change eating behaviours. Findings across the two studies show that attitudinal ambivalence about the self and the individual's abilities and motivation to change the health behaviour produces a negative relationship between health‐related attitudes and intentions. We provide implications of how self‐efficacy and the provision of outcome feedback can alleviate the negative effect and improve the individuals' intentions to try to achieve a weight loss goal. Copyright © 2014 John Wiley & Sons, Ltd.     

矛盾态度的成因与应对

矛盾态度是指个体或群体对某一态度客体同时存在的积极与消极的认知评价和情绪体验。近年来, 学者们从认知、社会、个体差异等角度探讨了矛盾态度的成因, 并指出个体主要使用情绪中心策略、信息加工策略和补偿性策略以应对矛盾态度带来的不适。未来研究需要继续整合矛盾态度的测量方式, 考察矛盾态度在不同文化和不同个体发展阶段的差异, 并进一步深入探索影响矛盾态度与个体行为后果的变量。     

Attitudes and uptake of a screening test: The moderating role of ambivalence

This study examined the extent to which ambivalence moderates the relationship between attitudes and screening behaviour in a clinical setting using an objective measure of behaviour. For this study 979 pregnant women eligible for prenatal Down syndrome screening completed questionnaire measures of attitudes, ambivalence and intentions towards undergoing the test. Screening behaviour, assessed by test uptake, was determined from medical records. Attitudes predicted intentions to undergo the test and screening behaviour. The correlations between attitudes and intentions and between attitudes and behaviour were greater in women with lower levels of ambivalence (r?=?0.85 and r?=?0.58, respectively) than in those with higher levels of ambivalence (r?=?0.50 and r?=?0.27, respectively). Regression analyses revealed that ambivalence moderated the relationships between attitudes and intention and between attitude and behaviour. In addition, a three-way interaction was found between ambivalence, attitudes and intention when predicting behaviour. Given that behaving consistently with attitudes is central to making an informed choice, ambivalence appears to undermine the making of such choices.