关系规范对消费者抱怨意愿及潜在动机的影响模型

现有的关于向企业进行抱怨的研究均建立在“理性人”的假设之上, 而忽视了消费者同时作为“社会人”需要遵循一定的规范。本文引入关系规范的概念(共有关系规范, 交换关系规范), 通过实验的方法探究其对消费者的抱怨意愿及潜在动机的影响。实验一的结果显示在服务失误水平低的情况下, 共有关系规范下的被试相对于交换关系规范下的被试更乐意向企业抱怨, 而在服务失误水平高的情况下, 这种差异不显著。实验二进一步验证了这种关系, 并发现共有关系规范下的被试向企业抱怨, 是为了帮助其发现和改进服务中存在的问题, 以提高服务质量, 具有利他动机。     

Neural mechanisms of social influence

The present investigation explores the neural mechanisms underlying the impact of social influence on preferences. We socially tagged symbols as valued or not – by exposing participants to the preferences of their peers – and assessed subsequent brain activity during an incidental processing task in which participants viewed popular, unpopular, and novel symbols. The medial prefrontal cortex (mPFC) differentiated between symbols that were and were not socially tagged – a possible index of normative influence – while aspects of the striatum (the caudate) differentiated between popular and unpopular symbols – a possible index of informational influence. These results suggest that integrating activity in these two brain regions may differentiate objects that have become valued as a result of social influence from those valued for non-social reasons.     

The darkroom of the mind — what does neuropsychology now tell us about brands?

How does a brand live and die in the memory? Where does the concept of a relationship with a brand fit into mental activity? What are thoughts, emotions and feelings and do people have them about brands in any meaningful way? What should one think about such concepts as consciousness and the unconscious in relation to brands and brand messages? Is the way in which managers of brands codify them a reflection of reality? These are only some of the fundamental questions that should concern professionals involved with organisations and brands. This paper draws on scientific discoveries about the human brain to build on the empirical knowledge that leaders in organisations, marketers, academics and researchers have gained about brands over the last five decades. The first part of the paper highlights the inconsistencies that occur between what is found in the development and evaluation of brand strategy and what happens in ‘real life’. It suggests that the newly merged disciplines of neuroscience and cognitive psychology (called neuropsychology) offer the scientific basis for understanding how human beings create, store, recall and relate to brands in everyday life. The second part explains some of the most relevant neuropsychological discoveries about the brain in terms of the implications for brand marketing. The topics covered are: brain functions and structure; consciousness and the unconscious; memory and language. The paper concludes by thinking about the current practise of qualitative research and how it matches up to the findings of the new science. Copyright © 2002 Henry Stewart Publications.     

Developing a Measure That Captures Elderly’s Well-Being in Local Marketplace Transactions

The goal of this study is to report on the development of a measure designed to capture elderly satisfaction with local retail establishments. The measure is based on the notion that elderly consumers experience well-being with retail institutions in purchasing food, housing, household operations, household furnishings, clothing and accessories, personal care, medical care, recreation, transportation, and education. Two-hundred and forty-nine (N = 249) elderly consumers were surveyed to demonstrate the validity of this measure. Specifically, it was hypothesized that satisfaction with retail establishments in one’s community contributes to overall life satisfaction. The data supported the validity of the measure.     

Satisfaction with Components of the Therapeutic Model: Perspectives of Consumers and Professionals

We provide information about consumer and provider perceptions using a mixed-model pilot study within the Intensive Mental Health Project (IMHP), a school-based treatment service for children with SED and their families. Caregiver, youth, and provider questionnaires developed for this project elicited quantitative and qualitative information on treatment satisfaction, therapeutic alliance, and active involvement in treatment. Caregivers and children overall had positive perceptions of the services they received through IMHP. Providers reported very good working relationships with most children and families. Consumers also provided constructive comments about how to improve services. Our results add support to the importance of therapeutic alliance and collaboration, which are guiding principles of the IMHP.     

Some Thoughts on Terrorism, Moral Complaint, and the Self-Reflexive and Relational Nature of Morality

The contemporary discussion of terrorism has been dominated by deontological and consequentialist arguments. Building upon my previous work on a paradox concerning moral complaint, I try to broaden the perspectives through which we view the issues. The direction that seems to me as most promising is a self-reflexive, conditional, and, to some extent, relational emphasis. What one is permitted to do to others would depend not so much on some absolute code constraning actions or on the estimate of what would optimize overall the resulting well-being but on the precedents that the past actions of those others provided, on the relationships among the participants, on tacit or explicit offers and possible agreements among them, and on the reciprocity (or lack thereof) that ensues.

Evolutionary consumer psychology: Ask not what you can do for biology,but…

The commentaries raise questions about modularity, and about the evidence required to establish evolutionary influences on behavior. We briefly discuss evidence leading evolutionary psychologists to assume that human choices reflect evolutionary influences, and to assume some degree of modularity in human information processing. An evolutionary perspective is based on a multidisciplinary nomological network of evidence, and results of particular experiments are only one part of that network. The precise nature of, and number of, information processing systems, is an empirical question. Consumer psychologists need not retrain as biologists to profit from using insights and findings from evolutionary biology to generate new hypotheses, and to contribute novel insights and findings to the emerging nomological network of modern evolutionary science.     

Masculine body ideologies as a non-gynocentric framework for the psychological study of the male body

Psychological research of the body disproportionately centers on body-appearance concerns. Grounded in women's experience of objectification, it neglects much of men's bodily experience. To address this we introduce Masculine Body Ideologies (MBI), a set of belief systems that prescribe how men should engage with their bodies. Three MBI ideal-types are identified and situated within broader masculinity ideologies: unattended, functional body ideology associated with traditional masculinity rooted in modern industrial society; metrosexual body ideology associated with post-industrial, consumer masculinity and reemploying signifiers of body functionality to form an objectified body esthetics; and holistic body ideology emphasizing inner-harmony, authenticity and expressivity, manifesting post-industrial trends of self-aware masculinity. As a normative framework, MBI underscores how similar body practices may be motivated by different body concerns associated with alternative body ideologies. This framework can clarify conceptual and empirical inconsistencies in studies of male body-appearance concerns and inform emerging research and mental-health considerations.     

Consumer conviction and commitment: An appraisal‐based framework for attitude certainty

This paper explores consumers' commitment to and conviction about their beliefs in the form of attitude certainty. Based on a review of past research, we present a new framework for understanding attitude certainty and how consumers' attitude certainty is shaped by their resisting or yielding to persuasive messages, or even by their reflections on the evidence supporting their attitudes. We propose that attitude certainty is formed and changed largely through an attribution-based reasoning process linked to a finite set of distinct appraisals. Our framework is used to both organize past research and offer guidance for future research endeavors. In addition, we distinguish our framework of appraisal-based attitude certainty from past models in attitudes and persuasion research that have referenced or taken note of the attitude certainty construct. Implications and future directions for the study of consumer behavior are discussed.     

Stakeholders’ Perspectives on Community-Based Participatory Research to Enhance Mental Health Services

Historically, consumers of mental health services have not been given meaningful roles in research and change efforts related to the services they use. This is quickly changing as scholars and a growing number of funding bodies now call for greater consumer involvement in mental health services research and improvement. Amidst these calls, community‐based participatory research (CBPR) has emerged as an approach which holds unique promise for capitalizing on consumer involvement in mental health services research and change. Yet, there have been few discussions of the value added by this approach above and beyond that of traditional means of inquiry and enhancement in adult mental health services. The purpose of this paper is to add to this discussion an understanding of potential multilevel and multifaceted benefits associated with consumer‐involved CBPR. This is accomplished through presenting the first‐person accounts of four stakeholder groups who were part of a consumer‐involved CBPR project purposed to improve the services of a local community mental health center. We present these accounts with the hope that by illustrating the unique outcomes associated with CBPR, there will be invigorated interest in CBPR as a vehicle for consumer involvement in adult mental health services research and enhancement.