Effects of service robots' anthropomorphism on consumers' attribution toward and forgiveness of service failure

We investigated the effects of service robots' anthropomorphism on consumers' attribution and forgiveness of service failure. By manipulating the levels of anthropomorphism in service robots in three experiments, we evaluated the relationship norms and involvement levels of consumers. Three contributions of our study are as follows. First, most human–robot interaction studies have focused on consumers' dissatisfaction with service robots' service failures. Unfortunately, few studies have investigated the influence of service robots' anthropomorphism levels on consumers' internal attribution and forgiveness of service failure. In the present study, we found a positive correlation between the former and the latter. The findings of this study indicate marketing managers should design their service robots to be less anthropomorphic to reduce the likelihood of consumers making an internal attribution when a service failure occurs and increase their forgiveness of service failure. In addition, to reduce the likelihood of consumers' internal attribution upon service failure, managers may ensure that their service robots explain to the consumers the cause of service failure (e.g., inability to understand consumers' requirements and robots' design-related limitations). Second, consumers' relationship norms moderate the effect of anthropomorphism level on internal attribution. Third, robot anthropomorphism is reportedly effective only when anthropomorphization occurs subconsciously.     

Applicants’ Perspectives on Applying for Psychology Licensure: Experiences,Problems and Recommendations

This study explores problems associated with the psychology licensure process from the perspective of licensure applicants. Respondents (n = 218) participated in a survey about the licensure process, problems encountered, and the effect of licensure delays. Problems included adverse effects for applicants, consumers, and hiring organizations. Half of the participants perceived delays in acquiring their licenses. Problems associated with delayed licensure included financial burdens, barriers to professional development, and emotional effects. Delays affected eligibility for third-party payer networks and delayed access to services by various consumers, including underserved populations. Delays also adversely affected employers and colleagues as well as applicants’ perceptions of boards. The authors provide recommendations for promoting boards’ efficiency to improve licensing boards’ applicant review processes, as well as enhanced training of students in the requirements for licensure and the application process.     

Designing time-limited cyber promotions: effects of time limit and involvement.

This study found that a longer time limit in cyber promotions results in lower time pressure perceptions by consumers and a greater rate of consumers choosing higher-priced items. Furthermore, products with which consumers are more involved entail higher time pressure, lower consumer satisfaction, and a lower share of consumers using the promotion for that product.     

How do consumers infer corporate social responsibility? The role of organisation size

Consumers are generally supportive of firms that engage in corporate social responsibility (CSR) activities. However, consumers are also largely unaware of CSR activities of firms and often use available information to infer CSR. The current study utilises in‐depth consumer interviews to explore the influence of firm size on consumer perceptions of both CSR and corporate socially irresponsible behaviour through the lens of attribution theory. We identify two key emerging antecedents – consumer trust and expectations for CSR engagement – that are influenced by organisation size and ultimately distinguish the types of attributions consumers hold towards CSR and corporate socially irresponsible behaviour. Specifically, consumers have greater levels of trust and significantly lower expectations for CSR engagement for small firms. Conversely, a lack of trust exists amongst consumers towards large firms along with greater expectations for CSR engagement. Although the interview findings generally suggest that small firms benefit from CSR engagement because of positive attributions that consumers hold, we also identify opportunities for large firms to develop positive attributions amongst consumers. Further, we find that consumers are often willing to accept socially irresponsible behaviour by small firms whereas showing very little tolerance for similar transgressions by large firms. Copyright © 2014 John Wiley & Sons, Ltd.     

This is not me! Technology-identity concerns in consumers’ acceptance of autonomous vehicle technology

The relationship between drivers and their cars is increasingly personal, where the cars become an extension of the drivers’ self-identity. However, the penetration of autonomous vehicle (AV) technology threatens consumers’ self-identity as expressed by the act of driving. This study thus aims to examine the impacts of technology-identity concerns on consumers’ acceptance of AV technology. Theories of identity threat, identity control and innovation diffusion are synthesised to build the conceptual framework. Face-to-face interview data were collected from 353 consumers (all with a driving license) in Singapore. The results show that consumers’ technology anxiety and self-identity expressiveness act as two sources of resistance that cause consumers’ intentional avoidance of the AV technology. The avoidance is further characterised by consumers’ disengagement from the ‘observe’ and ‘try’ stages of technology penetration, which ultimately dissuades consumers’ acceptance of AV technology. The impacts of socio-demographics are also explored. Our findings contribute to multiple streams of literature and create practical implications to AV manufacturers and retailers.     

Coping With Negative Emotions in Purchase‐Related Situations

We investigate how consumers manage stressful emotional experiences in purchase‐related situations. Eight coping strategies that consumers may use to deal with stressful incidents are distinguished and hypotheses are formulated about which coping strategies are linked to each of four different negative emotions (anger, disappointment, regret, and worry). The findings indicate that distinct strategies are employed by consumers to cope with different emotions, or the problem that caused these emotions, and that the emotion‐coping relations are generalizable across two samples of respondents.     

叠音品牌名称对消费者知觉和态度的影响

品牌名称是重要的品牌资产, 在传递品牌价值、构建品牌形象和凸显品牌特征的过程中起到关键作用。以往研究发现, 品牌名称的语义特征和语音特征(元音、辅音)都会对消费者知觉和态度产生影响, 但少有研究考察叠音这种语音结构特征的作用。从婴儿图式的角度, 考察叠音品牌名称对消费者知觉和态度的影响, 并检验其作用机制和边界。具体内容包括：(1)考察叠音品牌名称对消费者品牌知觉(物理特征知觉、心理特征知觉)及其消费者态度的影响及其作用机制。(2)检验内部语音特征和外部线索特征在叠音品牌名称与消费者知觉之间的调节作用。(3)检验产品类型特征和消费者特征在叠音品牌名称和消费者态度之间的调节作用。     

Ethics and Phishing Experiments

Phishing is a fraudulent form of email that solicits personal or financial information from the recipient, such as a password, username, or social security or bank account number. The scammer may use the illicitly obtained information to steal the victim’s money or identity or sell the information to another party. The direct costs of phishing on consumers are exceptionally high and have risen substantially over the past 12 years. Phishing experiments that simulate real world conditions can provide cybersecurity experts with valuable knowledge they can use to develop effective countermeasures and prevent people from being duped by phishing emails. Although these experiments contravene widely accepted informed consent requirements and involve deception, we argue that they can be conducted ethically if risks are minimized, confidentiality and privacy are protected, potential participants have an opportunity to opt out of the research before it begins, and human subjects are debriefed after their participation ends.     

Introducing the super consumer

The purpose of this study is to propose a new perspective on classifying or segmenting consumers by describing a minority of them who are uniquely motivated by high levels of status seeking, brand identification, and materialism. We term this segment of individuals “super consumers.” The data came from an online survey of 351 adult US consumers. A cluster analysis using these three variables as criteria produced a two‐cluster solution. Comparing mean scores between these two groups of consumers on measures of market mavenism, shopping frequency, amount of spending, age, and gender showed that the super consumers were significantly more likely to be market mavens, to shop more frequently, and to spend more than the other consumers were. The super consumers were younger in age as well, but there were no gender differences between the two groups. Copyright © 2015 John Wiley & Sons, Ltd.     

The flip side of vanity sizing: How consumers respond to and compensate for larger than expected clothing sizes

Vanity sizing has become a popular retail trend and recent work shows it has a favorable impact on consumers. However, as the current research demonstrates, significant variations in sizing standards across retailers mean that consumers are as likely to encounter larger sizes as they are smaller, “vanity” sizes when shopping, highlighting the importance of understanding how consumers react to this potential threat in the marketplace. Across five studies we demonstrate that larger sizes result in negative evaluations of clothing and show that these effects are driven by consumers' appearance self-esteem. Importantly, we also find that instead of unilaterally lowering purchase intent as one might assume, larger sizes can actually increase spending, as consumers engage in compensatory consumption to help repair their damaged self-esteem. In so doing, this research reveals a dynamic and complex relationship between consumers and sizing labels, where shopping can serve to build, strengthen, threaten, and/or repair appearance self-esteem.     

廉价的优越感：社会排斥如何影响新奢侈品的消费

本研究从消费者社会需求层面,探讨在中国新奢侈品会给哪些人带来优越感,什么样的产品可以带来优越感,以及为何会带来优越感等问题。本研究使用一个混合设计的实验,结果发现：（1）相比较非社会排斥状态,社会排斥状态增加了消费者的身份消费需求。（2）在产品炫耀性大时,相比较传统大众产品和奢侈品,社会排斥增加了消费者对新奢侈品的购买意愿。而在产品炫耀性小时,社会排斥的影响不显著;（3）社会排斥、产品种类和产品炫耀性三者的交互作用影响消费者购买意愿的中介变量是消费者感知的产品身份价格比。结论表明,相比较传统大众产品和奢侈品,炫耀性新奢侈品以相对低的价格满足了社会排斥消费者的身份消费需求,为他们提供了一个获得优越感的渠道。     

Eliciting Consumer Choice Heuristics: Sales Representives' Persuasion Strategies

Research has shown that consumers spend little cognitive effort in marketplace decisions (i.e., information acquisition, evaluation of alternatives). In fact, consumers simplify decision making by using decision rules learned from previous purchases. The present research explores the notion that during the course of a sales interaction, sales representatives may use expressions (i.e., primes) that encourage consumers to invoke previously used decision rules. These decision rules lead consumers to consider factors not necessarily relevant to the purchase decision (e.g., what others will think, reciprocate sales representatives' efforts, missed opportunities). Thus, consumers' thoughts are diverted from more pertinent factors such as budget and timing of the purchase. Moreover, consumers persuade themselves to purchase via thoughts concerning the decision rule and visual imagery associated with consumption. The notions of priming and schema- directed thinking are used to explain how sales representatives elicit consumers' decision rules from long-term memory. Implications of these techniques are made with regards to relationship management.     

Stigmatized‐Identity Cues in Consumer Spaces

Consumers with stigmatized identities may be especially attentive to organizational cues that signal to them whether or not they are welcomed and valued consumers. These stigmatized‐identity cues can become a part of a company's brand, influencing the attractiveness of the company and consumer loyalty, and allowing consumers to draw inferences about an organization's ideologies and attitudes toward multiple stigmatized groups. Consumers with stigmatized identities attend to stigmatized‐identity cues that signal inclusion (or exclusion) toward other stigmatized groups, resulting in stigmatized‐identity cue transfers, especially when similarity mindsets are activated, and among consumers who are high in stigma solidarity. Because identity is central in consumer behavior, stigmatized‐identity threat cues can at times result in anti‐consumption, including boycotts, allowing consumers and companies to engage in collective action. This article reviews this growing body of research, demonstrating the important influence of stigmatized‐identity cues on consumer behavior and discussing ways in which companies can better signal their inclusive attitudes and ideologies to attract consumers.     

Advocacy processes in mental health: a qualitative study

Advocates perform an important role in representing the rights of mental health consumers, especially since mental health consumers are often marginalized. Little is known about the processes advocates use to assist mental health consumers in navigating the health care system. This study details the manner in which advocates work together with mental health consumers and health professionals through presenting a qualitative synthesis of 60 case records. Four main themes emerged: negotiating on behalf of consumers during meetings with health professionals; liaising between consumers and health professionals outside of meetings; supporting consumer decision making without the involvement of health professionals; and involvement in legal processes. The findings of this study demonstrated that advocates were primarily oriented toward the protection of negative rights, but they also promoted positive rights.     

Country of Origin as a Heuristic Cue: The Effects of Message Ambiguity and Product Involvement

This research applies the heuristic-systematic model to understand how country-of-origin (CO) cues can affect the way consumers process advertising messages and evaluate advertised products under different conditions. Findings of Experiment 1 show that, when product information is ambiguous, consumers are more likely to engage in heuristic processing, relying on CO cues to infer product quality and form their product evaluations. However, when product information is unambiguous, consumers engage in systematic processing and evaluate the product based on their assessments of product attributes. Findings of Experiment 2 further suggest that product involvement affects the extent to which consumers engage in heuristic processing when message ambiguity is at different levels. Specifically, mediational analyses indicate that, when product information featured in an ad is ambiguous, a low-involving product engages consumers in heuristic processing. Furthermore, when product information is unambiguous, a low-involving product engages consumers in systematic processing, whereas a high-involving product involves participants in an additivity processing style in which CO cue-based heuristic processing and attribute-based systematic processing co-occur.     

State of the Field of Mental Health Apps

Mental health apps offer unique opportunities for self-management of mental health and well-being in mobile, cost-effective ways. There is an abundance of apps available to consumers, but selecting a useful one presents a challenge. Most available apps are not supported by empirical evidence and thus consumers have access to a range of untested apps, the benefits of which are not known or supported. While user ratings exist, and are likely to be considered by consumers when selecting an app, they do not actually yield information on app suitability. A possible alternative way for consumers to choose an app would be to use an app review platform. A number of attempts have been made to construct such a platform, and this paper introduces PsyberGuide, which offers a step towards providing objective and actionable information for publicly available mental health apps.     

Are low‐literate and high‐literate consumers different? Applying resource‐matching theory to ad processing across literacy levels

This research investigates whether low-literate consumers process written advertisements differently than high-literate consumers do. Consistent with resource-matching theory (RMT), the first experiment reveals that, unlike high-literate processors, when low-literate processors read ads of moderate complexity, involvement with the ad does not affect processing. The second experiment extends RMT's applicability to both low- and high-literate consumers by demonstrating that low-literate processors' reading outcomes mirror those of high-literate processors when ads are written to reflect their reading capability.     

Do consumers ever learn? Analysis of segment behavior in experimental markets

Economists argue that, despite cognitive limitations, economic agents arrive at optimal choice rules by learning. The assumption is that consumers, for example, are adaptively rational. Adaptive rationality raises a host of issues. We address three of these in the context of experimental markets: do consumers differ on the basis of learning; how do these differences, when aggregated, affect market efficiency; and how do consumers learn? Analysis of our experimental data reveals the following. First, multiple segments of consumers exist on the basis of learning. Second, the largest segment consists of subjects who do not learn despite timely feedback and motivation. Third, although some consumers do learn to make optimal choices, the effect of this segment on market efficiency is cancelled by an equal number of subjects who ‘learn' false relations. Finally, although subjects do not learn strict rationality even with experience, they are in the aggregate not so irrational as to allow highly suboptimal brands to survive. Further analysis of how consumers learn, specifically on the cues (signals) and the rules consumers employ in making choices over time leads to the following two conclusions. First, some signals make learning more easy than others: for example, providing market share information improves learning but not as much as providing quality information does. Second, people employ different rules depending upon the type of information they have. For example, consumers making decisions based only on price information are more likely to use a heuristic like ‘buy a medium‐priced product provided it has not failed in the past'. Consumers making decisions based on price and quality information may employ a heuristic such as ‘buy top quality products regardless of price'. We discuss the implications of these findings for theory and practice. Copyright © 2000 John Wiley & Sons, Ltd.     

Assertive Ads for Want or Should? It Depends on Consumers’ Power

Advertisements using assertive language are commonly seen in marketing communications, yet assertive language has often been shown to be ineffective in communication and even decrease compliance. Recent research began to examine factors that influence the effectiveness of assertive advertising messages, but little research has studied the potential moderating role of consumer‐related factors. The current research fills this gap by investigating the moderating role of consumers’ power. Across five studies, the authors find that for high‐power consumers, assertive ads are effective in promoting want products but ineffective in promoting should products. For low‐power consumers, however, assertive ads are effective in promoting should products but ineffective in promoting want products. Moreover, the authors show that this pattern of results is driven (mediated) by consumers’ perception of the fit between the advertising message and the advertised product. Theoretical and practical implications of the findings are discussed.