Knowledge that Transforms

AbstractThe COVID-19 pandemic and the accompanying economic downturn have dramatically impacted the lives of consumers around the world. From a conceptual perspective, such health and economic threats can severely disrupt consumers’ sense of ontological security and elicit adaptive responses by both consumers and marketers. Given the opportune timing, this issue of the Journal of Consumer Research is focused on articles that address questions of consumers’ responses to external threats. The purpose of this introduction is to provide an organizing “conceptual tapestry” to connect the articles appearing in the issue. This framework is provided as a tool to help researchers structure their particular projects within the broader landscape of consumer threat response and to present some potential directions for future research. In conjunction with these articles, we hope that this conceptual framework will provide a point of departure for researchers seeking to enhance the understanding of how consumers and markets collectively respond over the short term and long term to threats that disrupt consumers’ routines, lives, or even the fabric of society.

Abstract The authors introduce emotional ability similarity to explain consumer satisfaction in interactions with frontline sales and service employees and other consumers beyond the effects of traditional relational variables in the similarity–attraction paradigm. Four studies examine how and why similar abilities for using emotional information between two people promote relational success in marketplace exchanges. We find that, when interacting with others, consumers who exchange nonverbal information with their partners experience (dis)similarity in their emotional ability (EA). Similar dyads who rely on expressive (high–high EA pairs) or inexpressive (low–low EA pairs) emotion norms experience significantly greater satisfaction in their interactions than consumers with dissimilar norms (high–low EA pairs). Together, these findings advance the understanding of consumer relationships and satisfaction by establishing EA similarity as a new avenue for consumer research.

AbstractBy using scenarios based on moral dilemmas, Gill (2020) found that when consumers are riding in an autonomous vehicle (AV), they are more willing to harm a pedestrian than when they, themselves, are driving a regular car. By taking a first-person perspective, in contrast to most prior research that has taken a third-person perspective, the problem is framed in a personal way that allows identification of a mechanism of responsibility attribution. In this commentary, a generalized framework is developed in which we can locate the work of Gill (2020), as well as prior research that uses moral dilemmas, to understand how consumers believe that AVs should respond when faced with competing life-and-death alternatives. The framework shows the distinct positions that research to date has adopted, points out gaps in research, and suggests a family of four research agendas that can be pursued going forward, driven in large part by the perspective taken to the moral dilemma. Research employing these different perspectives, including the unresearched problem of taking the perspective of the object, holds promise for using moral dilemmas for enabling our understanding of consumer experience and consumer–object relationships with AVs.

Abstract Promotional games are used frequently in retail stores and online. While prior literature has focused on antecedents of promotional games, such as how individual differences induce game participation, little is known about post-winning decision making or its underlying processes. This study offers findings from seven studies to provide a detailed perspective on how promotional games increase consumer conversion rates and spending. The effect of winning a discount on conversion rates and spending is multiply determined and occurs via perceptions of luck and store affective attitude, and via perceptions of luck alone and store affective attitude alone. In order to get a more nuanced understanding of the underlying processes and to delineate theoretically driven boundary conditions for this novel effect, the authors subsequently analyze the two individual pathways through perceptions of luck and store affective attitude in isolation. Thereby, they contribute to the literature on pricing and promotions by providing a detailed understanding on how winning a promotional discount leads to a different set of consumer inferences relative to an equivalent straight discount, and to the literature on the role of luck in consumer behavior by providing a nuanced understanding of how luck operates in this common consumer context.

Abstract The age to which people expect to live likely drives many important consumer decisions. Yet we know surprisingly little about the antecedents and consequences of consumers’ subjective life expectancies. In the present work, we propose that subjective life expectancy is influenced by the combination of people’s childhood environment and their current environment. We find that people who grew up in poorer environments expected to have a shorter lifespan compared to people who grew up in richer environments when faced with a current stressor. We document that experiencing a stressor leads people from resource-poor childhoods to believe they will die sooner because they respond to stressors in a more pessimistic way. We further show that subjective life expectancy is an important psychological mechanism that directly contributes to multiple consumer decisions, including desire for long-term care insurance, decisions about retirement savings, and preference for long-term bonds. Overall, the present work opens future research avenues by showing how, why, and when subjective life expectancy influences consumer behavior.

AbstractAn increasingly prevalent form of social influence occurs online where consumers read reviews written by other consumers. Do people rely on consumer reviews differently when making experiential purchases (events to live through) versus when making material purchases (objects to keep)? Though people often use consumer reviews both when making experiential and material purchases, an analysis of more than six million reviews on Amazon.com and four laboratory experiments reveal that people are less likely to rely on consumer reviews for experiential purchases than for material purchases. This effect is driven by beliefs that reviews are less reflective of the purchase’s objective quality for experiences than for material goods. These findings not only indicate how different types of purchases are influenced by word of mouth, but also illuminate the psychological processes underlying shoppers’ reliance on consumer reviews. Furthermore, as one of the first investigations into how people choose among various experiential and material purchase options, these findings suggest that people are less receptive to being told what to do than what to have.

Abstract Consumers set a lower consumption budget when they set individual calorie budgets for constituent categories (e.g., breakfast, lunch, dinner, and snacks; categorical approach) versus when they set a total budget (overall approach). This contraction effect of unpacking a judgment is driven by motivated reasoning. Consumers are motivated to reduce calorie consumption, and this motive directs their cognitive elaboration for the budget decision to be on what to cut and how much to cut. Furthermore, the categorical (vs. overall) approach brings to mind more thoughts that are consistent with the motive to reduce consumption, which then leads to a lower calorie budget. Consistent with this explanation, the level of elaboration on reducing calorie intake—especially on occasions where overconsumption is less salient—mediates the contraction effect. In addition, the contraction effect is attenuated when the motive to reduce consumption is deactivated. Finally, while the contraction effect occurs when consumers have a motive to reduce consumption, the classic expansion effect of unpacking occurs when consumers are prompted to think about what to consume or are motivated to increase consumption. The results for calorie budgeting are shown to have downstream consequences on actual food consumption.

Abstract This article examines how exposure to disease-related cues influences consumers’ preference for typical (vs. atypical) product options. Merging insights from evolutionary psychology with research on preference for typicality in consumer products, we predict that disease salience decreases relative preference for typical versus atypical options, because typical products are implicitly associated with many people, misaligning them with the people-avoidance motive triggered by disease cues. We further build on this conceptualization to identify situations in which this preference shift might be eliminated. Specifically, we argue that the focal effect will not manifest when the disease in question is explicitly described to be noncontagious, or when an anti-infection intervention is introduced, or when the decision context involves minimum infection. Results from six studies provide support for our predictions, advancing basic knowledge on the evolutionary strategies guiding disease avoidance, while also documenting how such strategies can affect consumer preferences.

AbstractPrevious research has highlighted the effects of receiving interpersonal touch on persuasion. In contrast, we examine initiating touch. Individuals instructed to touch engage in egocentric projection in which they project their own affective reaction onto their expectations for how the recipient will feel (i.e., empathic forecast), how they appear to the recipient (i.e., metaperception), and the evaluation of the interaction itself (i.e., interaction awkwardness). Touch initiators expect that recipients will feel worse with touch, express concern for how they, themselves, will be perceived, and think that interactions are more awkward. Interestingly, touch recipients do not evaluate these interactions more negatively and leave higher tips after having been touched; touch initiators do not expect this to be the case. As a result, instructed touch initiators (vs. volitional touch initiators) are less (more) likely to engage in subsequent interactions with customers, potentially undermining future service provided to customers. Across five studies, four of which involve actual dyadic interactions, we test the consequences of initiating touch with an inquiry into the effects of interpersonal touch on the initiator. We discuss theoretical and managerial implications.

Abstract The idea that consumers use products to feel good about themselves is a basic tenet of marketing. Yet, in addition to the motive to self-enhance, consumers also strive to confirm their self-views (i.e., self-verification). Although self-verification provides self-related benefits, its role in consumer behavior is poorly understood. To redress that gap, we examine a dispositional variable—trait self-esteem—that predicts whether consumers self-verify in the marketplace. We propose that low (vs. high) self-esteem consumers gravitate toward inferior products because those products confirm their pessimistic self-views. Five studies supported our theorizing: low (vs. high) self-esteem participants gravitated toward inferior products (study 1) because of the motivation to self-verify (study 2). Low self-esteem consumers preferred inferior products only when those products signaled pessimistic (vs. positive) self-views and could therefore be self-verifying (study 3). Even more telling, low self-esteem consumers’ propensity to choose inferior products disappeared after they were induced to view themselves as consumers of superior products (study 4), but remained in the wake of negative feedback (study 5). Our investigation thus highlights self-esteem as a boundary condition for compensatory consumption. By pinpointing factors that predict when self-verification guides consumer behavior, this work enriches the field’s understanding of how products serve self-motives.