Sharing cathartic stories online: The internet as a means of expression following a crisis event

This research looks at the way that stories were shared online following the magnitude 7.1 and 6.3 earthquakes that hit Canterbury, New Zealand in September 2010 and February 2011. The earthquakes left the city of Christchurch with massive structural, infrastructural and emotional damage as well as leading to 185 deaths. The ground movement was the highest ever recorded to have hit a major city. Four years on, the city is beginning to recover. This research looks at the way in which technology was used as one tool to promote community resilience amongst those affected by the earthquakes and reflects the growing awareness of the contribution that consumer behaviour research can make to disaster research and studies of resilience. Several online tools, social media and online communities, were used by residents in order to cope with the ordeal. We demonstrate that the Internet not only provided a major source of practical information, but also may have facilitated an emotional bond to others in the city and beyond thereby contributing to increased personal and community resilience. We show that the need to share and express one's self following a major crisis event was clearly evident with the volumes of stories submitted, especially when physical travel was impractical or restricted by the authorities. The implications for theories of catharsis and the use of online media during crises are discussed. Policy recommendations regarding the use of online media are also provided as an aid in the victims' emotional recovery from a major crisis. Copyright © 2015 John Wiley & Sons, Ltd.     

情绪在危机新闻框架和团体危机回应中的作用

采用2(新闻框架类型:诱发气愤情绪或诱发悲伤情绪)×2(危机事件团体回应类型:惩罚型或补偿型)×2(团体回应中情绪感染力的呈现情况:呈现或缺乏)的被试间实验设计,探讨不同版本的危机事件新闻报道诱发出的不同情绪如何影响个体的信息加工,以及情绪反应怎样影响个体对组织随后回应策略的偏好。结果发现:气愤情绪促使公众采用启发性加工方式,悲伤情绪促使公众采用系统性加工方式;相比于悲伤情绪,气愤情绪会导致公众对公司更加负面的态度;惩罚型回应信息的可信性更高;惩罚型和补偿型回应信息使公众对企业的态度从比较消极转变为偏向积极;具有强烈情绪感染力的回应信息更容易降低气愤组对企业的责任归因程度,并进而促进公众对企业态度的改变;公众的气愤和悲伤情绪水平在接受企业回应后明显减弱,但没有达到基线水平。结果表明,在面对危机事件时,新闻框架的类型、企业对危机事件的回应方式以及回应中的情绪感染力,会结合在一起,制约公众对危机事件的知觉以及对企业的判断。     

品牌消费旅程中消费者的认知心理过程——神经营销学视角

品牌消费旅程通常指的是对于品牌消费服务的多维度(包括认知, 情绪, 感觉, 行为和品牌关系)响应。揭示品牌消费旅程的认知心理过程是目前营销学领域之中研究的重点与热点。在梳理当前神经营销领域内有关功能性核磁共振(fMRI)、事件相关电位(ERP)、事件相关震荡(ERO)的相关研究成果后, 将消费者在品牌消费旅程之中的认知心理进程划分为注意吸引、决策形成、消费体验和品牌忠诚四个阶段, 并系统阐述了每个阶段之中消费者心理进程的神经机制与脑区活动, 进而全面立体地揭示消费心理的全貌。未来研究可以进一步探索不同神经指标在具体营销情境下的表征意义, 并结合超扫描技术进一步解析多个被试间的神经耦合情况。     

Anthropomorphizing brands: The role of attributed brand traits in interactive CSR communication and consumer online endorsements

Consumers tend to relate to brands in similar ways as they relate to individuals and groups. However, relatively little is known about the attribution of human traits to brands in online contexts. The current research focused on the role of attributed brand traits in interactive corporate social responsibility (CSR) communication and positive electronic word‐of‐mouth intentions. Results of an online survey (N = 174) revealed that higher levels of perceived interactivity were associated with stronger attributions of morality, sociability, and competence traits to brands. Yet only attributed brand morality was associated with consumers' willingness to endorse the brand and its CSR message on social networking sites. These findings underline the importance of brands' openness to dialogue regarding the promotion of CSR activities. Furthermore, these findings suggest that consumers are most likely to feel that brands can represent their identity when brand morality is considered to be high.     

The impact of online brand community type on consumer's community engagement behaviors: consumer-created vs. marketer-created online brand community in online social-networking web sites

The current study proposed and tested a theoretical model of consumers' online brand community engagement behaviors, with particular attention given to online brand community type (consumer vs. marketer-created). By integrating attribution and social identity theories, this study investigated the causal linkages between intrinsic motives of altruism, social identification motivations, and online brand community engagement behaviors. The results showed that consumers' online brand community engagement intentions were indirectly influenced by the different types of communities through different levels of consumers' attributions to intrinsic motives of altruism. This study also found that, in the attribution processes, consumers' intrinsic motives of altruism motivated them to identify themselves socially with the online communities they join. Finally, this study demonstrated that the intrinsic motives of altruism and social identification motivations provided strong social incentives to motivate consumers to engage in subsequent online brand community behaviors.     

Using decoy effects to influence an online brand choice: the role of price-quality trade-offs

This research aims to investigate decoy effects on online brand choices. To assess the influence of decoys, we test decoy effects on three constructs-product involvement, judgment conditions, and decoy conditions-within an online experiment. A survey of 635 Internet users and a 2?×?2?×?3 ANOVA between-subjects experimental design is used to guide the research design and the systematic analysis procedure. A major finding of this study is that a standard decoy seems to have a significant effect on an advertised (target) brand for high-involvement products; from the survey, it is also apparent that competitors can also use inferior decoys to increase brand preference for low-involvement products.     

Seeing faces: The role of brand visual processing and social connection in brand liking

This paper investigates how brands—through visuals—can fill a void for consumers experiencing a lack of social connection. Using psychometric measures and mock advertisements with visuals of human faces and non‐faces, Study 1 shows that seeing faces relates to greater brand liking with processing fluency mediating, and individual loneliness and tendency to anthropomorphize moderating the effect. Study 2 replicates findings with other‐race faces corroborating that fluency but not ethnic self‐referencing underlies the effect. Study 3 complements the psychometric measures of Studies 1 and 2 with eye tracking data to demonstrate that fluency correlates with distinct patterns of attention. Study 4 uses actual brand stimuli to show that effects are robust and extend beyond advertisements. Taken together, the findings show that communicating brand names in conjunction with visuals seen by consumers as human faces can increase brand liking.     

Pleasant hostility: Disidentified consumers' emotional and behavioral reactions to a brand crisis

This research explores how consumers react in a crisis situation that happens to a brand with which they disidentify. Consumer–brand disidentification (CBD) is a state of self‐categorization regarding the separation from and rejection of a brand. It predestines individuals to move away from and go against the misbehaving company because the failure of the object of disidentification provides a perfect opportunity for them to validate their identity. We argue that disidentification is closely related not only to a person's propensity to behave but also to feel in a specific way. Surveys data were collected in the United States and Germany to answer the research question regarding the role of emotions in the relationship between CBD and consumers' intention to demonstrate brand‐opposition behavior. Volkswagen, which experienced a crisis related to its manipulation of emission tests, served as the brand stimulus. The results show that CBD can stimulate hostile emotions and schadenfreude, which can function as mediators of the influence of disidentification on brand opposition (negative word‐of‐mouth, brand avoidance, punishing the brand). This research contributes to the growing body of research on the “dark side” of consumer‐brand relationships and its perils for brands. It also enhances understanding of the role of emotions in (dis)identification and social identity research and widens the scholarship on emotions in crises. Managerial implications include to thoroughly consider trade‐offs of creating a strong and unique brand that may give rise to disidentification; monitoring negative voices, especially online; and differentiating disidentified consumers from other types of opposing stakeholders.     

Consumer brand choice: individual and group analyses of demand elasticity

Following the behavior-analytic tradition of analyzing individual behavior, the present research investigated demand elasticity of individual consumers purchasing supermarket products, and compared individual and group analyses of elasticity. Panel data from 80 UK consumers purchasing 9 product categories (i.e., baked beans, biscuits, breakfast cereals, butter, cheese, fruit juice, instant coffee, margarine and tea) during a 16-week period were used. Elasticity coefficients were calculated for individual consumers with data from all or only 1 product category (intra-consumer elasticities), and for each product category using all data points from all consumers (overall product elasticity) or 1 average data point per consumer (interconsumer elasticity). In addition to this, split-sample elasticity coefficients were obtained for each individual with data from all product categories purchased during weeks 1 to 8 and 9 to 16. The results suggest that: 1) demand elasticity coefficients calculated for individual consumers purchasing supermarket food products are compatible with predictions from economic theory and behavioral economics; 2) overall product elasticities, typically employed in marketing and econometric research, include effects of interconsumer and intraconsumer elasticities; 3) when comparing demand elasticities of different product categories, group and individual analyses yield similar trends; and 4) individual differences in demand elasticity are relatively consistent across time, but do not seem to be consistent across products. These results demonstrate the theoretical, methodological, and managerial relevance of investigating the behavior of individual consumers.     

The gender role journey measure: Scale development and psychometric evaluation

The Gender Role Journey concept was developed to help women and men explore their gender role changes and transitions. A 34-item Gender Role Journey Measure (GRJM) was conceptualized and developed through empirical methods. The construct validity of the five phases of the gender role journey is assessed. The GRJM and the Personal Attributes Questionnaire (PAQ) were given to a sample of women and men (N=878). The sample was predominantly Caucasian from a mixed ethnic background. Principle factor analysis indicated three meaningful factors: Acceptance of Traditional Gender Roles; Gender Role Ambivalence, Confusion, Anger, and Fear; and Personal-Professional Activism. Moderately high test-retest and internal consistency reliabilities were found for each of the factors. Gender differences and gender by PAQ interactions were found for all three of the factors of the GRJM. Implications for future research, teaching, and workshops are suggested.This article was presented at the 99th convention of the American Psychological Association, San Francisco, California, August 1991. It was supported by a grant from the Research Foundation of the University of Connecticut, Storrs, Connecticut.     

Economic crisis and social capital: The story of two rural fishing communities

The aim of this study was to assess the impact of the Newfoundland and Labrador groundfish moratorium on the health and social wellness of two communities severely affected by the industry collapse. A qualitative study was conducted involving individual and group interviews with residents from communities in which differences (as indexed primarily by economic and demographic statistics) were observed. Using the concept of social capital and its associated themes of help and support, trust, leadership, and civic engagement, it was observed that the ‘high crisis community’ also demonstrated negative alterations in social and political characteristics which may have compromised its capacity to cope with the crisis and translated into detriments in resident wellness. Among a variety of identified challenges, out‐migration appeared to be the greatest threat as it has translated into an assortment of negative realities. The utility of social capital as a framework for understanding community crises is also discussed.     

The role of religion when crisis looms: A church community at a crossroads

The present study examined the relationship between religion and well-being in older adults during a time of financial difficulty within their religious community. Focus-group and one-on-one interviews were carried out with 39 participants sampled from three Anglican parishes in eastern Canada during a financial crisis that was likely to lead to the closing of two churches. Three main themes emerged from the analyses: Crisis, Transition, and Status Quo. The financial situation was discussed as a crisis; other issues were viewed as opportunities for transition, and personal faith was perceived as being stable and constant. The results of the present study suggest that for older adults, the more internal and faith-based aspects of religiosity have a stronger impact on well-being than do changes that revolve around the external or religious aspects of church participation.     

Cross-category revenue spillover in brand extensions: The role of within-category experience

Building on signaling theory, the current research proposes an empirical framework to help firms understand the degree to which cross-category purchases affect the revenue generated for each category and how within-category purchases influence the cross-category spillover effects. The framework is applied to novel individual-level, cross-sectional, and time-series transaction details from a leading lifestyle conglomerate in the Middle East. The empirical results provide strong support for the presence of revenue spillover across multiple categories of brand extensions, with the spillover being more pronounced in categories in which customers have infrequently purchased and thus had less within-category experience. These results add to the ongoing stream of research on brand extensions by offering evidence that both within- and cross-category learning play a significant role in revenue generation from brand extensions for multi-product or service firms.     

Consumer evaluation of net utility: Effects of competition on consumer brand selection processes

This study explores how brand-related information is integrated within a competitive environment. Specifically, we develop a structural equation model of competition between two brands, which includes each brand's price-quality characteristics (i.e., net utility). The model simultaneously tests how the net utility of the focal and competing brands affects consumers' attitudes, intentions, and choice regarding the focal brand. This study extends existing research with the findings that price-quality evaluations of a focal brand and net utility perceptions of competing brands influence consumers' attitudes, intentions, and choice regarding the focal brand. Thus, in order to attract consumers to their brands, marketers should focus not only on improving the performance and net utility of their own brands, but also on studying competing brands in the marketplace.     

Like a phoenix: the journey toward core-self restoration following paediatric skin-burn injury: a psychoanalytic perspective

Severe and sudden injury to the skin during childhood may damage both the child’s outer appearance and mental state. Such a trauma can provoke a complete and utter breakdown of the core-self and regression to an ‘unintegrated’ state. We present the case of 11-year-old Michael, who played with matches, set a fire and sustained severe burn trauma. Michael was treated in our rehabilitation ward over several months and received skin treatment, physical therapy and psychotherapy. Paediatric burn injury is not only a physical struggle but is often accompanied by intense emotional distress of the child and his family. In describing Michael’s therapeutic process, we show how the restoration of the core-self, alongside the healing of the outer skin, provoke issues concerning early infantile skin formation, normative age-related conflicts and vulnerabilities specific to the child. By integrating psychoanalytic thinking into the clinical work of skin rehabilitation, following burn injury, we demonstrate how the significant relationship between the skin and the self manifest in different practice.     

Jealousy in response to online and offline infidelity: the role of sex and sexual orientation

The goal of the present study was to examine the emotional content and intensity of jealousy in response to different types of infidelity (both online and offline unfaithful partner behaviors) among Dutch heterosexuals (n = 191) and homosexuals (n = 121). Based on previous research (Dijkstra, Barelds & Groothof, 2010), participants were presented with ten jealousy‐evoking situations following which the intensity of two different emotional aspects of jealousy was assessed (betrayal/anger and threat). Results showed that scenarios describing a partner having sex with someone else or falling in love with someone else primarily evoked betrayal/anger‐related jealousy, whereas scenarios describing an emotional connection between a partner and someone else primarily evoked threat‐related jealousy. In addition, women experienced more jealousy than men in response to scenarios in which a partner engaged in potentially extra‐dyadic online (but not offline) behaviors. Finally, compared to same‐sex heterosexuals, homosexuals, both male and female, responded with less intense jealousy to scenarios describing a partner having sex with someone else. Implications for the treatment of (internet) infidelity are discussed.     

Matters of the heart: patients' adjustment to life following a cardiac crisis

In a sample of patients who experienced a myocardial infarction, coronary artery bypass graft surgery or both within the past year, we examined the extent to which patients' attempts to intrapersonally inhibit their emotions about their cardiac event and their attempts to disclose their feelings about the event to their partner predicted their psychological health (depression, anxiety, post-traumatic stress) and relational functioning (closeness, satisfaction). The more patients inhibited their feelings about their cardiac event, the poorer their psychological and relational functioning. Greater disclosure was associated with greater closeness to their partner. However, frequency of disclosure was also an indicator of level of distress, such that the more frequently patients talked about their feelings regarding the cardiac event with their partner, the more they had anxiety and post-traumatic stress symptoms. Important interactions of inhibition by disclosure on outcomes as well as moderation by time since the cardiac event were found and are discussed in greater detail.