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Consumer Resilience and Consumer Attitude Towards Traumatic Events
... Additionally, consumer resilience may be a key aspect of individual wellbeing and can lead to an enhanced quality of life (Rew and Minor, 2018;Ball and Lamberton, 2015;Maddi, 2013). ...
... Consumers enhance their wellbeing by adapting to and overcoming the consequences of their choices and actions, optimising their consumption experience (Donavan et al., 2016). Within this process, emotion regulation, optimism, impulse control, and causal analysis serve as pillars of resilience, enabling consumers to overcome negative experiences and shift their attitudes from negative to positive toward life (Rew and Minor, 2018;Glandon, 2015;Reivich and Shatt e, 2002). Thus, the following hypothesis has been assumed: ...
... This result again demonstrates evidence for the potential positive impact of brand addiction on consumers, as compared to compulsive buying. Since consumer daily life involves continuous decision making, understanding individual behaviour and its impact on their life quality is fundamental in consumer research (Rew and Minor, 2018). Therefore, it becomes crucial to comprehend how consumers behave in order to improve their overall well-being. ...
Purpose
The aim of this paper is to respond to the call for exploring and empirically testing both antecedents and outcomes of brand addiction and compulsive buying behaviour. The focus of the study is on the food habits of young female consumers.
Design/methodology/approach
To test the hypotheses, a survey design gathering cross-sectional primary data from 325 female Italian consumers and a structural equation modelling have been adopted.
Findings
Findings show that brand addiction is positively influenced by consumer resilience, leading to increased life happiness and self-esteem, while compulsive buying behaviour is negatively influenced by consumer resilience and positively influenced by impulsivity. Compulsive buying is also associated with brand addiction and emotional overeating. Emotional overeating is additionally influenced by impulsivity and the control variables of enjoyment of food and loneliness. Moreover, loneliness has a negative impact on life happiness and self-esteem.
Originality/value
The study applies the proposed theory by Mrad and Cui (2020) on the relationship between brand addiction and compulsive buying to food consumption. Furthermore, it expands on this research by investigating consumer characteristics as determinants and behavioural outcomes.
... Their research, however, was conducted in the educational intervention domain. In the field of marketing, Ball and Lamberton (2015) explored the importance of consumer resilience and determined their antecedents while Rew and Minor (2018) studied consumer resilience's role and its effect on the association between corporate social responsibility and consumer attitude. However, little research exists that investigates how resilience helps consumers learn more about the context of their interactions with service firms, the behavior of such firms in the face of difficult consumer-firm interactions and consumer's own understanding and knowledge accumulation when they are faced with difficult service situations. ...
... Managerially, this research contributes by suggesting the importance of businesses to understand that consumer resilience helps them learn better about firm behavior and cope when they face with uncertain and stressful firm behavior. Besides, firms can think of ways to help consumers increase the levels of their resilience, influencing consumers to change their mindsets and attitudes (Rew & Minor, 2018). It is understandable that consumer daily life is a continuous process of learning and decision making. ...
... In this interaction, resilience helps consumers overcome negative information about the firm and the process (Eisingerich et al., 2011). While interacting with the firm, consumers can resist thinking about their past negative experiences, or any stress related to the process to acquire the services of the firm (Rew & Minor, 2018). This orientation helps consumers open their minds to learning about the firm and the service process and even look for ways to help provide solutions to overcome stress; thus, maintaining their preference for the firm in an ongoing manner. ...
... The concept of consumer resilience in consumer research refers to the speed at which consumers can return to the state they were in before a traumatic event (Rew and Cha, 2021). There is little research on consumer resilience in marketing disciplines although the relevance of the construct has increased in other areas of study (Rew and Minor, 2018). The results of the study by Rew and Cha (2021) support the theoretical argument that corporate social responsibility is a determinant of consumer resilience. ...
... Consumer resilience can play an indispensable role in determining consumer attitude towards objects when consumers are exposed to a certain type of information (Rew and Minor, 2018). In the management and marketing literature, trust is strongly associated with attitudes towards services and products, as well as purchase behaviour (Gefen et al., 2003). ...
... First, the perceived corporate social responsibility of the air transport service positively influences the consumer's resilience and attitude to use Blockchain technology. This result confirms in particular those of Calveras (2015); Jose et al. (2015); Saeidi et al. (2015); Rew and Minor (2018); Rew and Cha (2021). This finding provides evidence of the importance of the perceived corporate social responsibility of the air transport service. ...
The adoption of Blockchain technology has changed the relationship between the company and its customers. The purpose of this study is to investigate the effect of the social responsibility of companies offering services based on Blockchain technology on consumer attitude and resilience. Second, to study the effect of consumer resilience on attitude. Also, to study the effect of attitude on consumer behavioural intention. Finally, to study the effect of behavioural intention on real consumer behaviour. Data were collected from a sample of 463 air travellers. Participants were selected based on convenience sampling. The results show that the corporate social responsibility of the Blockchain-based service positively influences consumer attitude and resilience. Consumer resilience positively influences attitude. Attitude positively influences consumer behavioural intention. Finally, behavioural intention positively influences real consumer behaviour.
... Perceived resilience is defined as the capability to depict a positive attitude in the face of a crisis (Rew & Minor, 2018). Being resilient does not imply that one would not experience a threat; it means one can adapt quickly, take action to solve a loss of control, or even see the initial hardship positively. ...
... Promotion-focused individuals are active navigators of the environment and try to accomplish goals through a positive view of their self-efficacy and self-direction in times of adversity. This positive attitude of promotion-focused consumers helps them achieve high levels of resilience (Rew & Minor, 2018). The perceived resilience scale of Campbell-Sills and Stein (2007) employed in the current study also gauges this positive attitude of resilient consumers in achieving goals despite obstacles. ...
... A resilient consumer has the aptitude to bounce back from difficult times (Southwick & Charney, 2018). Specifically, perceived resilience is the individual's capacity to rebound by learning new adaptive ways to promote a positive attitude in traumatic events (Rew & Minor, 2018). This suggests that perceived resilience stigmatizes physical and mental strength and the optimistic attitude of viewing the disruption (Golubchikov, 2011). ...
Drawing on theoretical streams of compensatory control theory, regulatory focus theory, and cognitive load theory, this study proposes and validates a model to illustrate the underlying mechanism of panic buying behavior in an online context during the COVID-19 pandemic. Building on the scholarly research on compensatory control theory, regulatory focus theory, and cognitive load theory, this study is one of the preliminary attempts to investigate the relationship between consumer’s perceived resilience and vulnerability with COVID-19 threat perceptions and panic buying. This paper also provides a novel empirical inquiry into the moderating role of COVID-19 conspiracy beliefs. Using an online survey, a total of 395 usable responses were collected. The data were collected during the lockdown imposed in May-June 2021 in Pakistan after the country was hit with the second wave of the COVID-19 pandemic. Overall findings signaled that resilient consumers perceived a lesser threat of COVID-19 as compared to vulnerable consumers, and consequently, panic buying disposition was more prevalent among the vulnerable consumers. COVID-19 conspiracy beliefs exhibited significant interaction effects. The implications for the e-commerce sector in general and online retailers, mainly, are discussed regarding panic buying and personality type of consumers.
... Environmental stressors trigger psychological responses because, during crises, consumers are exposed to adversity, turbulence, or unpredictability of current and future situations in the market. Therefore, individuals struggle to achieve their consumption goals, and resilience plays a vital role in personal attitude formation and improving consumer well-being (Kursan Milaković 2021; Rew and Minor 2018). The research into consumer resilience typically focuses on individual mental and emotional reactions from the perspective of personal psychology (Ingram et al. 2023;Rew and Minor 2018). ...
... Therefore, individuals struggle to achieve their consumption goals, and resilience plays a vital role in personal attitude formation and improving consumer well-being (Kursan Milaković 2021; Rew and Minor 2018). The research into consumer resilience typically focuses on individual mental and emotional reactions from the perspective of personal psychology (Ingram et al. 2023;Rew and Minor 2018). ...
Global crises significantly disrupt established consumption patterns, requiring consumers to adapt their behaviors and routines in response to market system changes. Despite the critical importance of understanding consumer resilience during such disruptions, academic research remains fragmented. Through a systematic review of 126 articles, this study develops a novel conceptualization of consumer resilience encompassing two distinct pathways: recovery-oriented adaptation, where consumers strive to restore pre-crisis consumption patterns, and transformation-oriented adaptation, involving fundamental shifts in consumption structures and practices. By distinguishing between recovery and transformation pathways, this framework advances the theoretical understanding of consumer resilience beyond simple successful versus unsuccessful adaptation. The study concludes with an integrated research agenda addressing theoretical, methodological, and contextual priorities for advancing scholarly understanding of consumer resilience.
... Consumers with higher levels of consumer resilience may be better equipped to cope with negative events and, therefore, less likely to hate a brand. Prior research has investigated the role of consumer resilience as a moderator between negative emotions and behavioural outcomes such as consumer intention (Rew & Minor, 2018) purchase satisfaction and online buying (Kursan Milakovi c, 2021a, 2021b, and negative word of mouth (Baig et al., 2021). Yet, a comprehensive understanding of how individual dispositions can mitigate the adverse impact of brand hate remains unexplored (Baig et al., 2021;Lissitsa & Kol, 2021). ...
... It can be defined as the ability to effectively and promptly manage and adapt to stressful events, thereby recovering from difficult situations or failures (Ball & Lamberton, 2015;Bonß, 2016;Milakovi c & Miocevic, 2022). Empirical research has indicated that resilience influences customers' responses to stressors, decision-making processes, consumer behaviour and brand interactions (Rew & Minor, 2018). Moreover, Ball and Lamberton (2015) suggested that customer resilience plays a vital role in the consumer consumption experience. ...
This study addresses a critical gap in the literature on the consumer–brand relationship by focusing on the under-investigated concept of attitudinal and behavioural brand hate. This study goes beyond such common determinants as negative experiences and unfair pricing, introducing employee incivility and service quality as overlooked, but significant, antecedents. Employing structural equation modelling, a sample of 593 participants from the airline and restaurant industries was examined. The findings reveal that brand hate significantly impacts brand opposition and emotional forgiveness. Importantly, consumer resilience moderates these relationships, mitigating the negative effects of brand hate. Moreover, the study finds industry-specific variations in the triggers and outcomes of brand hate, suggesting the need for tailored managerial strategies. The study extends the consumer–brand relationship literature by highlighting new research avenues and making significant contributions. Theoretically, it validates affective event theory and personality characteristics' role in buffering brand hate. In addition, this study carries implications for policymakers and managers to understand the multifaceted nature of brand hate, develop effective strategies to mitigate the negative effects of service failures and build stronger consumer-brand relationships. Furthermore, these insights facilitate the creation of tailored approaches that consider industry-specific characteristics, thus helping to prevent the harmful impact of brand hate.
... This is due to the fact that consumers who have previously interacted with a brand or company are more likely to stick with them (Meis, 2018). In other words, a business has a higher chance of recovering if it already has a certain number of loyal customers (Rew & Minor, 2018). In order to ascertain how consumers feel about the things they buy after going through bad experiences, service recovery is crucial. ...
... In a study, customer loyalty affects the resilience of the company, and this research shows that if the company is in trouble or has terrible news, customer loyalty will be a critical factor essential to help ing the company recover (Lee et al., 2020). Other research says that a company has high resilience when it has a loyal customer base for its company, so customer loyalty affects the ability and recovery plan of the business (Rew & Minor, 2018). Regarding the items of the research, it is clear that difficult market conditions have caused losses to coffee shops in general and coffee chains in particular. ...
This paper examines the relationship between customer satisfaction antecedents and firm performance recovery in the coffee chain in Vietnam and suggests suitable
solutions for those firms to increase firm performance. The booming development
period of food and beverage industry, especially coffee chains in Vietnam, also creates fierce competition for these companies, particularly in attracting potential customers and keeping current buyers. In this research, the dependent variables are service recovery performance, the customer satisfaction antecedents, including customer loyalty (service quality, perceived price fairness, and customer satisfaction), technology adoption, and flexibility. To achieve this purpose, a quantitative research design was developed, involving data collection from more than 300 customers who have used services from outstanding coffee chains in Vietnam through a structured questionnaire. The collected data underwent rigorous analysis via the Structural Equation Model, confirming the construct’s validity, reliability, and discriminant validity. The results show that customer loyalty was significantly and positively impacted by customer satisfaction and perceived price fairness. Further, technology adoption and flexibility positively influenced firm performance recovery. However, the research does not find out the relationship between service quality and customer loyalty. The findings highlight the solutions for coffee chains in Vietnam to increase firm performance during the difficult market conditions, natural disasters, and epidemic periods.
... This study makes two contributions to the literature on CSR perceptions and resilience. First, although previous research has investigated the CSR perception-resilience linkage in the customer context (Rew & Cha, 2021;Rew & Minor, 2018), the indirect effects of CSR perceptions on resilience (Mao et al., 2021) via satisfaction with corporate COVID-19 responses in the organizational context have not been studied. We suggest that employee resilience is a primary psychological mechanism underlying the association between CSR perceptions and job performance. ...
... Our study's first contribution lies in the employee CSR perception-resilience association. Compared with consumer CSR on resilience (Rew & Cha, 2021;Rew & Minor, 2018), resilience has been underresearched in employee CSR literature. Mao et al. (2021) and Rodríguez-Sánchez et al. (2021) investigated the link between CSR perceptions and employee resilience. ...
Our research assessed the mediating relationship between the perceptions of corporate social responsibility (CSR) of employees, resilience and job performance, as well as the moderating effects of help-receiving and help-giving on this relationship. Using survey-based data from 355 employees in South Korea with a two-wave, half-longitudinal design, this study indicates that resilience mediates the positive impact of employees’ perceptions of CSR on job performance. Furthermore, the three-way interactions indicate that the positive effect of CSR perceptions on resilience was the most significant when the state of receiving and offering help from and to co-workers were both high.
... While resilience in the consumer context is an under-studied topic (Rew and Minor, 2018) and even more so in the tourism field (Prayag, 2018), the literature highlights that Resilience Theory (Richardson et al., 1990: Richardson et al., 2002, which holds that the perceived severity of adversities depends on the individual's resilience, can be applied to different types of stressors, adversities, and challenging life events and at various levels of analysis (Fletcher and Sarkar, 2013). Therefore, it is a theory that can be readily applied in health crises (Senbeto and Hon, 2020). ...
... However, the study of psychological resilience is still in its infancy in the tourism sphere (Prayag, 2018), where empirical studies have only been carried out in the employment context. It also remains a nascent research topic in the consumer sphere, where we find only the study conducted by Rew and Minor (2018), showing the influence of resilience on consumer attitudes. Therefore, authors such as Williams and Baláž (2015) and Wu and Walters (2016) highlight the need for further research into consumer resilience in the tourism industry. ...
This study aims to better understand how one particular personal capacity—psychological resilience—may help consumers adapt to the ‘new normal’ provoked by the COVID-19 pandemic in the hotel context, which is characterized by high uncertainty. We conducted a quantitative empirical study among consumers of hotel services, which showed that their psychological resilience has a negative effect on their perceived health risk and emotional risk. This negative effect on risk helps increase tourist intention to return to consuming hotel services despite the on-going pandemic. The findings are of value to the literature and the professional sector alike, as they demonstrate both relationships jointly for the first time. The work can help hotel firms to design more effective strategies for approaching customers in the ‘new normal’.
... Resilience is also viewed as a mindset enabling an individual to seek out new experiences from negative conditions and handle difficulties (Reivich and Shatte, 2003). A resilient individual has the inner strength to overcome a negative experience, bounce back from hardship and get back to life with stronger emotions (Rew and Minor, 2018). ...
Purpose
This study aims to discover clothing consumption shifts and explore the effect of consumer resilience in changing clothing consumption patterns or establishing new clothing consumption routines after experiencing disruptions caused by the Covid-19 pandemic.
Design/methodology/approach
A two-phase multi-method approach was employed. The first phase of qualitative inquiry was conducted to identify clothing consumption shifts using a content mining approach on a text data sample of 17,195 tweets posted from 1 January to 30 September 2020. The second phase of the quantitative study was conducted to explore consumer resilience's effect on clothing consumption shifts based on a collected national sample of 418 respondents through an online survey.
Findings
This study identified clothing consumption changes including value shifts, style shifts and spending shifts. It was also found that resilient consumers care about a company's ethical practices and value the quality instead of the number of items in their wardrobe. Consumers spend more time wearing comfortable clothing and are used to the working-from-home lifestyle.
Originality/value
This study explored approaches to making use of social media data for a better understanding of consumers' clothing behaviour. Also, this study attempted to explore and understand clothing consumption practices during and post the Covid-19 global pandemic, focusing on identifying shifts that might last longer for fashion businesses to explore growth opportunities.
... Enduring privacy violation online might impact their individual privacy calculus and consequently affect online consumer online . Rare studies of consumer resilience indicate that level of resilience differently affects consumer attitudes (Rew & Minor, 2018) and purchasing outcomes (Kursan Milaković, 2021) wherein the online privacy violation context has not been regarded. ...
This study examines which segments of population with similar resilience to online privacy violation, severity of online privacy violation, and attitudes towards online privacy concern exist in Croatia, and whether they can be differentiated by demographic characteristics and attitudes towards other online constructs. Research is performed on a representative sample of Croatian Internet users who experienced online privacy violation. The survey data were analyzed using factor analysis, k-means cluster analysis, chi-square test and ANOVA. The findings indicate three groups of consumers with: (1) low-resilience, (2) moderate-resilience, and (3) high-resilience; who differ in age, income, and online buying habits.
... This oversight is surprising since emotions and emotion regulation have been a focus of consumer and marketing research for nearly four decades (e.g., Bagozzi et al., 1999;Bagozzi, 1997;Clee & Wicklund, 1980;Herjanto & Gaur, 2016;Holbrook & O'Shaughnessy, 1984;Jiang et al., 2016;Kemp & Kopp, 2011;Williamson, 2002). Researchers have recently turned their attention toward the topic during the COVID-19 pandemic (Guthrie et al., 2021;Kursan Milaković, 2021), though its relevance to marketing and consumer behavior had been established prior (see Ball & Lamberton, 2015;Rew & Minor, 2018). Despite this renewed focus, we still have much to learn about the role emotional resilience plays in the consumer experience. ...
Consumers routinely experience service failures in their daily lives. Research regarding such service failures has primarily focused on characteristics of and actions taken by the service provider and has thus far overlooked the role that consumers' own cognitions might play in determining their behavioral responses to service failures. In particular, emotional resilience—or the ability to rebound from negative experiences (including even the most banal service failures)—has been neglected in prior research. Addressing this gap in the literature, we examine the mechanisms that highly resilient consumers use to manage the negative experience of service failures and gauge whether those mechanisms can effectively reduce negative word‐of‐mouth. Across three studies, we evince that high trait resilient individuals are less likely to engage in negative word‐of‐mouth following service failures because they spontaneously utilize cognitive reappraisal—a strategy for emotion regulation. Importantly, this research suggests that the emotion regulation strategies spontaneously adopted by high trait resilient individuals can be successfully utilized by all consumers after an external prompt. Managing consumers' emotional responses in the face of service failures is shown to have positive benefits for the firm by reducing negative word‐of‐mouth. Notably, such interventions may benefit firms even when the opportunity for a service recovery is not presented.
... Indeed, adversities and stressful events, such as health crises or natural disasters, may result in long-term behavioral shifts and changes in consumption lifestyles, in both offline and online contexts (Guthrie et al., 2021), in order to adapt to new life circumstances (Mathur et al., 2003). However, although consumer resilience is a key factor in successful consumption experiences (Ball and Lamberton, 2015) and is also considered, in general, a crucial factor in improving the level of well-being (Scoloveno, 2014;Tugade et al., 2004), there is little research on it (Rew and Minor, 2018). Nostalgia, on the other hand, has been traditionally linked to the notion of things that were better and more common in the past, when one was younger and to the circumstances where a sense of uncertainty can be remedied through nostalgic objects, which may be liked to various pleasurable sensory experiences from the past or from youth (Brown, 2001;Holbrook and Schindler, 2003). ...
The health crisis due to the recent pandemic influenced our lives and, consequently, our consumption. Despite prior investigations on exogenous crises and their effects on consumption, no studies to date have examined consumers' coping strategies to health crises that require social distancing and, more particularly, responses to such crises by focusing on Generation Z. The present study fills this gap by exploring how consumption evolved during a lockdown as a consequence of these consumers' attempts to cope with the crisis. Through a qualitative approach based on grounded theory and projective techniques, findings shed light on new meanings of resilience and nostalgia, which seem to characterize Generation Z's consumers' desires during a lockdown. Importantly, we introduce the concept of responsible hedonic consumption, which stems from Generation Z consumers' desire to search for experiences that are pleasant but also compatible with personal and societal wellbeing.
... That is, assisting young working millennials in gaining a future-time perspective and financial goal clarity will motivate them to take an active role in positive financial activities. Additionally, in uncertain market circumstances, consumer resilience represents the ability of an individual to cope with unexpected expenses and plays a key role in formulating financial attitudes and well-being in shaping future financial decisions (Rew and Minor, 2018). The findings of this study will help practitioners to lay out some practical interventions on how future time perspective translates to customers' financial well-being to foster consumer resilience in coping with unexpected financial difficulties. ...
Purpose
The study investigated the relationship between future time perspective and financial well-being among Chinese working millennials and its serial mediators, such as financial goal clarity, subjective financial knowledge and responsible financial behaviour, to foster consumer resilience in the financial realm.
Design/methodology/approach
A total of 526 Chinese working millennials (Mage = 31.78) participated in the online survey in response to questions on demographic characteristics and items to measure the variables adopted in the research model. Covariance-based structural equation modelling (CB-SEM) and AMOS version 27 were used to test the research hypotheses.
Findings
The results revealed a positive correlation between future time perspective and financial well-being. Moreover, the results showed that financial goal clarity, subjective financial knowledge and responsible financial behaviour serially mediated the correlation between future time perspective and financial well-being.
Practical implications
The findings provide implications for companies and policymakers to refine their intervention programmes to boost young millennials' future time perspectives in reinforcing their financial knowledge and financial goal clarity which in turn fosters their responsible financial behaviour in contributing to financial well-being in boosting their overall consumer resilience. Future studies should deepen the way in which the studied factors are leveraged as a tool to improve individuals' resilience in the economic realm.
Originality/value
The findings of this study shed light on the underlying mechanisms that drive and promote the financial well-being of Chinese working millennials.
... This study followed a quantitative approach in order to test the research hypothesis (Rew and Minor, 2018;Richter et al., 2016). Confirmatory factor analysis (CFA) was conducted to verify each construct's validity, and ordinary least squares regression was performed to verify the mediation fit. ...
... Our study followed a quantitative approach in order to test the research hypothesis (Rew & Minor, 2018;Richter, Cepeda-Carrion, Roldán Salgueiro, & Ringle, 2016). Confirmatory factor analysis was conducted to verify each construct's validity, and OLS regression was performed. ...
This paper aims to investigate the effect of family firms’ characteristics on millennials’ purchase intention through three dimensions (emotional appeal, product and service quality and corporate social responsibility) in the context of online shopping. Since millennials are the first digital native cohort, this research aims to understand the moderating role that digital savviness plays in influencing millennials’ purchase intention. Data have been collected through an online survey of a representative group of 502 millennials and have been analysed using linear regressions. This study identifies which family firms’ characteristics positively influence millennials’ purchase intention and demonstrates that the moderation effect of digital savviness positively impacts this generation only through electronic word-of-mouth (eWOM) and peer-to-peer reviews. It contributes to the extant literature on family business and consumer behaviour by deepening the effects of family firms’ characteristics on this specific generational cohort, which represents the next most relevant generational cohort after the boomers.
... In a study among police officers, higher resilience levels were found to be protective in distress (Pink et al., 2021). Within the consumer behavior literature, the role of resilience has been investigated in catastrophes (Rew & Minor, 2018); in tourism-revival ; as an inhibitor of information strain due to information overload (Bermes, 2021); as an enabler of personal adjustment in food consumption behavior during the COVID-19-induced austerity period in Italy (Cavallo et al., 2020); and as a suppressor of consumer vulnerability and, consequently, as an enhancer of purchase satisfaction (Milakovi c, 2021), among other studies. Overall, it has been employed as a trait of ability to handle difficulty (Ball & Lamberton, 2015;Killgore et al., 2020). ...
COVID‐19 turned the lives of all people across the world upside down. Everyone faced the threat of catching the virus and denial of access to the physical marketplace. For many, it also brought the threat of partial or full unemployment. This trinity of upheaval produced heightened anxiety. The purpose of this paper is to understand how consumers coped with anxiety during the pandemic and lockdown periods. We hypothesized that consumers coped with such anxiety by engaging in diverse creative and productive activities, which served as anxiety suppressors. In addition, we hypothesized that one’s enduring mind positivity provided resilience and helped consumers mitigate their anxiety. In survey data from a random sample of 550 consumers in U.S., we found support for these hypotheses. Consumers who engaged in voluntary productive activities suffered less anxiety. And consumers with higher resilience levels also felt lower levels of anxiety. Additionally, we found that enjoyment of shopping intensified the experience of COVID‐19‐induced anxiety. The research framework linking this specific set of antecedents to COVID‐induced anxiety and its affirmation in this study are new to the literature and therefore offer a notable contribution to it. These findings show two pathways to marketers: Organize and promote voluntary productive activities and offer means for consumers to cultivate personal resilience, on for‐profit and not‐for‐profit platforms. Also, we suggest a future consumer research agenda for when fate again brings us face‐to‐face with similar or even lesser catastrophes, which, according to scientific forecasters, it sadly but surely will.
... Existing literature shows that, although essential for consumer behaviour, the studies exploring consumer resilience in the marketing context are still scarce (Rew and Minor, 2018). In addition, Ball and Lamberton (2015) suggest the exploration of resilience, arguing its pivotal role for the consumer/consumption experience. ...
Purpose
By drawing on protection motivation theory, this study explores consumers' motivation to engage in adaptive behaviour envisioned through a transition from offline to online clothing purchasing during the COVID-19 pandemic. Additionally, this paper explores the conditioning effects of consumer resilience and satisfaction with retailers' assistive intent through the consumer well-being framework.
Design/methodology/approach
A total of 363 useable surveys were obtained from Croatian consumers. Data were analysed with confirmatory factor analysis and structural equation modelling.
Findings
Coping appraisal positively impacts adaptive behaviour by increasing online clothing purchase intention, while threat appraisal has no direct effect on adaptive behaviour. The relationship between threat appraisal and adaptive behaviour is negatively moderated by consumer resilience and satisfaction with the retailer's assistive intent.
Research limitations/implications
Limitations include the convenience sampling method and data collection at one point as well as the focus on consumers from one country.
Practical implications
This study provides a blueprint for designing marketing actions that retail managers should consider to respond to a crisis effectively while maintaining satisfactory buying experiences during health crises and other challenging events.
Originality/value
Given the unique research context, i.e. the COVID-19 pandemic, this study is one of the few and the first in Croatia to unfold the importance of protection motivation theory in providing a greater understanding of consumer's adaptive behaviour (transition from offline to online) in online clothing retail channels during the period of the global health-related crisis. Benefits from understanding consumers' coping and threat appraisal mechanisms while addressing their buying needs in adverse circumstances are revealed. In addition, the theoretical implications regarding the conditional effects of consumer resilience and consumer satisfaction with retailers' assistive intent during a pandemic are also provided.
... Since research on resilience is scarce, scholars (e.g., Ball & Lamberton, 2015) call for researching resilience as a key factor in consumption and an unrecognized element in consumer experience. It can be said that resilience research within the marketing disciplines is rare, although this concept is extremely relevant for marketing and consumer behavior (Rew & Minor, 2018). Choudhury et al. (2019) point out that studies on vulnerability in terms of purchasing decision making are scarce. ...
This study explores consumer behavior during the pandemic through the lens of social cognitive theory (SCT). By using the SCT framework and assessing the pandemic as an environmental set, this study strives to fill the gaps in the underexplored impacts of the personal processes of consumer vulnerability, resilience, and adaptability on the behavioral processes of purchase satisfaction and repurchase. The research results show that consumers are self‐efficacious to a degree when it comes to purchase decision‐making in the context of pandemics. Vulnerability and resilience directly influence purchase satisfaction and indirectly influence repurchase intention via satisfaction. Furthermore, purchase satisfaction positively affects repurchase intention. In addition, research results show that consumer adaptability to online shopping moderates the relationship between consumer resilience and purchase satisfaction. These findings have practical implications in terms of marketers’ communication strategy development.
The COVID-19 pandemic has accelerated the global reliance on social media, significantly shaping consumer behavior and contributing to the rise of compulsive buying behaviors (CBB). This study explores the psychological and social mechanisms behind this trend, focusing on how fundamental human needs—autonomy, competence, and relatedness—drive a heightened need for online connectivity and Fear of Missing Out (FoMO). These factors, in turn, fuel active participation on social media platforms, which amplifies the risk of CBB. The findings indicate that both connectivity and FoMO are strong predictors of social media engagement and that this engagement mediates their impact on compulsive purchasing. Furthermore, the research reveals that individuals with low resilience and a high need for connectivity are particularly vulnerable to CBB, especially when they also exhibit a tendency to share fake news. This study offers critical insights into the interplay between psychological needs, digital behavior, and consumer vulnerability, providing meaningful implications for researchers, marketers, and digital platform designers.
Purpose
With the goal of helping consumers bounce back from the financial challenges they faced as a result of the COVID-19 pandemic, many firms developed and announced consumer-targeted resiliency programs (e.g. Walgreens waived delivery fees, Associated Bank allowed deferred mortgage payments). However, there is a paucity of research examining the unique features of these programs, and whether firms' investors (the first external stakeholder group to provide them with feedback regarding their strategies) were receptive to these programs during a period of time in which firms themselves were suffering financially. Drawing on resilience theory and stakeholder theory, the present research incorporates an event study of consumer-targeted resiliency program announcements to understand their financial implications for firms, and to learn whether firms witnessed different financial effects as a result of firm- and program-specific factors.
Design/methodology/approach
This study referred to business news publications and newswire services to collect a comprehensive list of consumer-targeted resiliency programs announced by publicly traded U.S. firms during the pandemic. The resulting dataset consisted of 145 announcements made during the period of February–June 2020. An event study was conducted in order to precisely measure the main effect of consumer-targeted resiliency programs on firm value, as manifested through abnormal stock returns. Finally, a moderation analysis (regression) was conducted to uncover whether firm characteristics or specific features of firms' consumer-targeted resiliency programs lead certain firms to witness stronger financial effects than others.
Findings
The main effect of consumer-targeted resiliency programs on firm value was found to be positive – a 1.9% increase on average. The moderation analysis finds that non-financial firms were rewarded more positively than financial firms (e.g. banks and credit card companies). In addition, financial aid (i.e. allowing customers to defer their payments to a firm for its products/services, versus a reduction in the price of a product/service or offering it for free or giving cash back to customers) and temporal characteristics (i.e. an offer being framed as limited-time, vs being indefinite or for the foreseeable future) are not found to have a moderating effect.
Originality/value
This theory-driven empirical study uncovers practical implications for managers of firms interested in whether investing in corporate social responsibility during times of crisis is a wise allocation of resources. Any form of financial aid for consumers, regardless of temporal limitations, is received positively by investors.
Purpose
The author identifies the traits of consumer resilience in emerging markets, classifies these major traits into five categories and analyses the influence relationships among them with distinctive focus on the psychological and personal resilience aspects.
Design/methodology/approach
The influence relations among the traits of consumer resilience from an expert perspective were identified with typical focus on electronic supply chains, and later the same was analysed through an intelligent influence modelling method, the grey causal modelling (GCM).
Findings
The major traits were analysed using the GCM, where the cause–consequence relations were observed for various objectives and the situational effects are noted. By constructing a magnitude plot and further a causal magnitude table, the important influence traits of consumer resilience for the considered case were observed and the same were auxiliary validated using an interpretive structural modelling (ISM) based approach.
Research limitations/implications
As perceived from the results, it is evident that social support and recommendations from customers emerge as the principal influence traits of consumer resilience from an expert perspective, considering the case. The study can be further extended empirically to validate the findings.
Practical implications
Altogether, the author can recommend for practitioners that the influence of family, society, friends, peers as well as ratings from the customers can determine the level of consumer resilience. Hence, practitioners of customer relationship management can focus on improving the product and brand awareness among customers, so that more customers may recommend for typical products.
Originality/value
Consumer resilience depend on several factors, where the author has identified 25 major traits of the same and classified them into five major categories, including individual psychological factors, individual attitudes, individual socio demographic factors, micro environmental factors and macro environmental factors and the influence relations among them were studied from an expert perspective.
Online food delivery services (OFDs) have gained the attention of researchers due to the rapid growth of society. With COVID-19 wreaking havoc on markets worldwide, it compelled retailers and service providers to adjust their way of doing business drastically. OFD's emerged as an option either due to consumers' inability to cook, fear of exposure to Covid if they leave the house, monotony of eating home-cooked meals, and safety measures practiced by them. Hence, during this pandemic, the OFDs created a win-win situation for restaurant owners and consumers. However, the current literature does not clearly picture the factors influencing customers' behavioural intentions while using hospitality services in the wake of the COVID-19 pandemic. The primary objective of our study is to understand the factors influencing customer satisfaction during the pandemic. In addition, explore the mediating role of consumer resilience and consumer attitude to strengthen the relationship between product involvement and customer satisfaction in the OFDs context. We have used the social cognitive theory as the theoretical framework for framing our hypotheses. The present study focuses on Indian consumers who have used OFDs during the pandemic. We employed a cross-sectional survey method to test the proposed research model. Two hundred forty valid questionnaires were collected to empirically test the research model using tools like confirmatory factor analysis (CFA) using AMOS-28, direct and indirect relationships were tested using SPSS PROCESS macro. The results indicate that all the proposed hypotheses were supported. Theoretical and Practical implications of the study along with limitations are discussed.
Purpose
This study aims to explore the effects of consumer resilience and brand familiarity on the relationship between corporate social responsibility (CSR) and consumer attitudes toward the company conducting CSR in places that have suffered from traumatic events such as natural or anthropogenic disasters and uncertainty of public health issue.
Design/methodology/approach
This study collected survey-based data from 194 participants who suffered from natural and anthropogenic disasters in the state of Texas. Path analysis was used to test each structural relationship among variables after verifying the reliability and validity of each variable. Analysis of variance was used to investigate the difference in resilience between the two groups.
Findings
This study verified that there is a positive relationship between CSR and consumer attitude. More importantly, the results show that both resilience and familiarity play an important role as a mediator in the relationship between CSR and attitudes. In particular, it tells us that a group with high resilience shows a higher possibility of having positive attitudes toward the company than another group having low resilience.
Originality/value
This study empirically tested the impacts of CSR, resilience and brand familiarity on building consumer attitudes. Furthermore, this study explored the effects of resilience and brand familiarity on the relationship between CSR and attitudes. Thus, this study was able to contribute to understanding the effects of CSR, resilience and familiarity on building a positive attitude in the specific settings, in terms of traumatic events, theoretically and practically.
Although the number of terrorist casualties has recently decreased, terrorism still presents a threat to society. Within the last 20 years there has been a significant increase in the number of monographic studies about terrorist incidents’ impact on consumer behaviour. However, the present study is the first to analyse whether a terrorist threat specifically alters the consumer behaviour of direct victims. According to the literature, the impact of terrorism on many sectors is lower than originally expected and, if significant, only short term. We hypothesize that this influence is more significant and lasts longer with direct victims, who have undergone traumatic experience. For this purpose, we explore how victims of terrorism in Spain respond to hypothetical scenarios describing a terrorist plot against airplanes at an international airport. In addition, we check if there are significant differences between participants when confronted with situations in which they have to opt between taking or cancelling a planned trip by plane under the menace of a (hypothetical) terrorist attack.
Partial least squares structural equation modeling (PLS-SEM) has become a standard approach for analyzing complex inter-relationships between observed and latent variables. Researchers appreciate the many advantages of PLS-SEM such as the possibility to estimate very complex models and the method’s flexibility in terms of data requirements and measurement specification.
This practical open access guide provides a step-by-step treatment of the major choices in analyzing PLS path models using R, a free software environment for statistical computing, which runs on Windows, macOS, and UNIX computer platforms. Adopting the R software’s SEMinR package, which brings a friendly syntax to creating and estimating structural equation models, each chapter offers a concise overview of relevant topics and metrics, followed by an in-depth description of a case study. Simple instructions give readers the “how-tos” of using SEMinR to obtain solutions and document their results. Rules of thumb in every chapter provide guidance on best practices in the application and interpretation of PLS-SEM.
This article is contributed by a practitioner in the area of country-level health systems strengthening who also has a background in resilience research. The intent of the article is to offer constructive reflection on the disconnect between the insights of resilience research and the application of those insights through development assistance. The primary reason for the existence of this communication block is that resilience research findings are not often translated in a format that is useful to those implementing resilience promotion projects. As a result, implementers do not usually review relevant research to guide their interventions. Resilience researchers and practitioners need a common language, one that arises from effective community engagement.
Since the introductory article for what has become known as the “service-dominant (S-D) logic of marketing,” “Evolving to
a New Dominant Logic for Marketing,” was published in the Journal of Marketing (Vargo, S. L., & Lusch, R. F. (2004a)), there
has been considerable discussion and elaboration of its specifics. This article highlights and clarifies the salient issues
associated with S-D logic and updates the original foundational premises (FPs) and adds an FP. Directions for future work
are also discussed.
KeywordsService-dominant logic-New-dominant logic-Service
Purpose
– This research aims to examine the consequences of customer justice perception and the role of customer affection in the context of service failure and recovery.
Design/methodology/approach
– Survey data were analyzed using confirmatory factor analysis and structural equation modeling.
Findings
– The authors' findings indicate that procedural and interactional justice perceptions significantly influence customer affection, with distributive justice perception being significant only if the failure severity is high. The present research also provides evidence for the links between customer affection and loyalty, and customer affection and word-of-mouth respectively, indicating that strengthening the emotional tie between customers and companies is crucial after service failure and recovery.
Research limitations/implications
– The present research makes a significant contribution by demonstrating the relationship between customer affection and other key constructs such as justice perception, customer loyalty, and word-of-mouth intention.
Practical implications
– Customers' distributive justice perception has a significant impact on customer affection especially in a severe service failure situation. Therefore, managers may need to provide monetary compensation for service recovery in a timely manner along with apologies to enhance customer affection when customers experience a high-magnitude service failure. On the other hand, in the case of a low-magnitude service recovery, providing apologies and prompt response to service failures may be enough to win customers back.
Originality/value
– The current findings highlight the importance of customer affection in service recovery. The effect of customers' distributive justice perception on customer affection, which is moderated by service failure severity, is also highlighted.
Offered here is a conceptual model that comprehensively describes essential aspects of corporate social performance. The three aspects of the model address major questions of concern to academics and managers alike: (1) What is included in corporate social responsibility? (2) What are the social issues the organization must address? and (3) What is the organization's philosophy or mode of social responsiveness?
Structural equation modeling (SEM) has become a quasi-standard in marketing and management research when it comes to analyzing the cause-effect relations between latent constructs. For most researchers, SEM is equivalent to carrying out covariance-based SEM (CB-SEM). While marketing researchers have a basic understanding of CB-SEM, most of them are only barely familiar with the other useful approach to SEM-partial least squares SEM (PLS-SEM). The current paper reviews PLS-SEM and its algorithm, and provides an overview of when it can be most appropriately applied, indicating its potential and limitations for future research. The authors conclude that PLS-SEM path modeling, if appropriately applied, is indeed a "silver bullet" for estimating causal models in many theoretical models and empirical data situations.
Factor analysis, path analysis, structural equation modeling, and related multivariate statistical methods are based on maximum likelihood or generalized least squares estimation developed for covariance structure models (CSMs). Large-sample theory provides a chi-square goodness-of-fit test for comparing a model (M) against a general alternative M based on correlated variables. It is suggested that this comparison is insufficient for M evaluation. A general null M based on modified independence among variables is proposed as an additional reference point for the statistical and scientific evaluation of CSMs. Use of the null M in the context of a procedure that sequentially evaluates the statistical necessity of various sets of parameters places statistical methods in covariance structure analysis into a more complete framework. The concepts of ideal Ms and pseudo chi-square tests are introduced, and their roles in hypothesis testing are developed. The importance of supplementing statistical evaluation with incremental fit indices associated with the comparison of hierarchical Ms is also emphasized. Normed and nonnormed fit indices are developed and illustrated. (43 ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Computer systems cannot improve organizational performance if they aren't used. Unfortunately, resistance to end-user systems by managers and professionals is a widespread problem. To better predict, explain, and increase user acceptance, we need to better understand why people accept or reject computers. This research addresses the ability to predict peoples' computer acceptance from a measure of their intentions, and the ability to explain their intentions in terms of their attitudes, subjective norms, perceived usefulness, perceived ease of use, and related variables. In a longitudinal study of 107 users, intentions to use a specific system, measured after a one-hour introduction to the system, were correlated 0.35 with system use 14 weeks later. The intention-usage correlation was 0.63 at the end of this time period. Perceived usefulness strongly influenced peoples' intentions, explaining more than half of the variance in intentions at the end of 14 weeks. Perceived ease of use had a small but significant effect on intentions as well, although this effect subsided over time. Attitudes only partially mediated the effects of these beliefs on intentions. Subjective norms had no effect on intentions. These results suggest the possibility of simple but powerful models of the determinants of user acceptance, with practical value for evaluating systems and guiding managerial interventions aimed at reducing the problem of underutilized computer technology.
textlessptextgreaterThe attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is largely undefined and unresearched. The authors attempt to rectify this situation by reporting the insights obtained in an extensive exploratory investigation of quality in four service businesses and by developing a model of service quality. Propositions and recommendations to stimulate future research about service quality are offered.
Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience from a holistic perspective. We propose a conceptual model, in which we discuss the determinants of customer experience. We explicitly take a dynamic view, in which we argue that prior customer experiences will influence future customer experiences. We discuss the importance of the social environment, self-service technologies and the store brand. Customer experience management is also approached from a strategic perspective by focusing on issues such as how and to what extent an experience-based business can create growth. In each of these areas, we identify and discuss important issues worthy of further research.
Valid measurement scales for predicting user acceptance of computers are in short supply. Most subjective measures used in practice are unvalidated, and their relationship to system usage is unknown. The present research develops and validates new scales for two specific variables, perceived usefulness and perceived ease of use, which are hypothesized to be fundamental determinants of user acceptance. Definitions for these two variables were used to develop scale items that were pretested for content validity and then tested for reliability and construct validity in two studies involving a total of 152 users and four application programs. The measures were refined and streamlined, resulting in two six-item scales with reliabilities of .98 for usefulness and .94 for ease of use. The scales exhibited high convergent, discriminant, and factorial validity. Perceived usefulness was significantly correlated with both self-reported current usage (r=.63, Study 1) and self-predicted future usage (r =.85, Study 2). Perceived ease of use was also significantly correlated with current usage (r=.45, Study 1) and future usage (r=.59, Study 2). In both studies, usefulness had a significantly greater correlation with usage behavior than did ease of use. Regression analyses suggest that perceived ease of use may actually be a causal antecedent to perceived usefulness, as opposed to a parallel, direct determinant of system usage. Implications are drawn for future research on user acceptance.
Terrorism threatens international business (IB) through its direct and indirect effects. As governments tighten security at public sites, businesses have become more attractive terrorist targets, with important implications for the operations and performance of multinational firms. While terrorism has been substantially studied in other fields, there has been little scholarly research to address terrorism and the distinctive challenges that it poses for IB. In this article we conceptualize terrorism in relation to IB. We provide background on the dimensions and effects of terrorism, and develop a theoretical grounding for terrorism research by drawing on the literature from IB, economics, political science, and other fields. After discussing findings from the literature review, we offer a comprehensive agenda for future research regarding the relationship between terrorism and IB. Our agenda emphasizes the effects of terrorism, organizational preparedness, company strategy and performance, global supply chain and distribution channels, and human resource issues. Our review helps establish a baseline for future empirical research. Consistent with the early stages of research, IB scholars are encouraged to offer useful perspectives and effective solutions that shed needed light on terrorism and help reduce its destructive effects for IB and multinational firms.
This study examines how consumers interact with representatives of marketing institutions by investigating the individual difference variables of consumer assertion and aggression. The development of scales to measure these variables is reported along with the validating analyses, which indicate that consumers may be divided into four groups based on the interaction strategies they use.
In this article, we attempt to distinguish between the properties of moderator and mediator variables at a number of levels. First, we seek to make theorists and researchers aware of the importance of not using the terms moderator and mediator interchangeably by carefully elaborating, both conceptually and strategically, the many ways in which moderators and mediators differ. We then go beyond this largely pedagogical function and delineate the conceptual and strategic implications of making use of such distinctions with regard to a wide range of phenomena, including control and stress, attitudes, and personality traits. We also provide a specific compendium of analytic procedures appropriate for making the most effective use of the moderator and mediator distinction, both separately and in terms of a broader causal system that includes both moderators and mediators.
This survey of attitude theory and research published between 1996 and 1999 covers the conceptualization of attitude, attitude formation and activation, attitude structure and function, and the attitude-behavior relation. Research regarding the expectancy-value model of attitude is considered, as are the roles of accessible beliefs and affective versus cognitive processes in the formation of attitudes. The survey reviews research on attitude strength and its antecedents and consequences, and covers progress made on the assessment of attitudinal ambivalence and its effects. Also considered is research on automatic attitude activation, attitude functions, and the relation of attitudes to broader values. A large number of studies dealt with the relation between attitudes and behavior. Research revealing additional moderators of this relation is reviewed, as are theory and research on the link between intentions and actions. Most work in this context was devoted to issues raised by the theories of reasoned action and planned behavior. The present review highlights the nature of perceived behavioral control, the relative importance of attitudes and subjective norms, the utility of adding more predictors, and the roles of prior behavior and habit.
Resilience may be viewed as a measure of stress coping ability and, as such, could be an important target of treatment in anxiety, depression, and stress reactions. We describe a new rating scale to assess resilience. The Connor-Davidson Resilience scale (CD-RISC) comprises of 25 items, each rated on a 5-point scale (0-4), with higher scores reflecting greater resilience. The scale was administered to subjects in the following groups: community sample, primary care outpatients, general psychiatric outpatients, clinical trial of generalized anxiety disorder, and two clinical trials of PTSD. The reliability, validity, and factor analytic structure of the scale were evaluated, and reference scores for study samples were calculated. Sensitivity to treatment effects was examined in subjects from the PTSD clinical trials. The scale demonstrated good psychometric properties and factor analysis yielded five factors. A repeated measures ANOVA showed that an increase in CD-RISC score was associated with greater improvement during treatment. Improvement in CD-RISC score was noted in proportion to overall clinical global improvement, with greatest increase noted in subjects with the highest global improvement and deterioration in CD-RISC score in those with minimal or no global improvement. The CD-RISC has sound psychometric properties and distinguishes between those with greater and lesser resilience. The scale demonstrates that resilience is modifiable and can improve with treatment, with greater improvement corresponding to higher levels of global improvement.
Relationships between the behavioral integrity of managers as perceived by employees and employee attitudes (job satisfaction
and life satisfaction), well-being (stress and health), and behaviors (absenteeism) were tested using data from the 2002 National
Study of the Changing Workforce (n = 2,820). Using multivariate and univariate analysis, perceived behavioral integrity (PBI) was positively related to job
and life satisfaction and negatively related to stress, poor health, and absenteeism. The effect size for the relationship
with job satisfaction was medium-to-large while the effect sizes with respect to the other variables were small-to-medium.
There was no support for the hypotheses that women would perceive lower levels of behavioral integrity and that the strength
of the relationships between PBI and the outcomes variables would be stronger among women than among men.
After providing an overview of Corporate Social Responsibility (CSR) research in different contexts, and noting the varied methodologies adopted, two robust CSR conceptualizations – one by Carroll (1979, ‘A Three-Dimensional Conceptual Model of Corporate Performance’, The Academy of Management Review
4(4), 497–505) and the other by Wood (1991, ‘Corporate Social Performance Revisited’, The Academy of Management Review
16(4), 691–717) – have been adopted for this research and their integration explored. Using this newly synthesized framework, the research critically examines the CSR approach and philosophy of eight companies that are considered active in CSR in the Lebanese context. The findings suggest the lack of a systematic, focused, and institutionalized approach to CSR and that the understanding and practice of CSR in Lebanon are still grounded in the context of philanthropic action. The findings are qualified within the framework of existing contextual realities and relevant implications drawn accordingly.
Many of us will be struck by one or more major traumas sometime in our lives. Perhaps you have been a victim of sexual abuse, domestic violence or assault. Perhaps you were involved in a serious car accident. Perhaps you are a combat veteran. Maybe you were on the beach in Thailand during a tsunami, or in New Orleans during Hurricane Katrina. Or maybe, you are among the millions who have suffered a debilitating disease, lost a loved one or lost your job. This inspiring book identifies ten key ways to weather and bounce back from stress and trauma. Incorporating the latest scientific research and dozens of interviews with trauma survivors, it provides a practical guide to building emotional, mental and physical resilience. Written by experts in post-traumatic stress, this book provides a vital and successful roadmap for overcoming the adversities we all face at some point in our lives.
Purpose - This chapter provides a critical review of the emerging field of consumer experience and experiential marketing. Design/methodology/approach - We review definitions, perspectives, and key research areas on the topics of consumer experience, product and service experiences, off-line and online experiences, as well as consumption and brand experiences. We report empirical findings, seminal studies, and insight into the experience process (e.g., how consumers process experiential attributes, how they process experiences over time, and whether positive and negative experiences can co-occur). We present research on experiential dimensions, experiential themes, and the nature of extraordinary experiences. Value/originality - The chapter provides value by discussing the key measurement and marketing management issues of experiential marketing and discusses the original issue whether it is rational for consumers to include experiences in their decision making.
Corporate social responsibility (CSR) is not a new idea. However, CSR has never been more prominent on the corporate agenda than it is today. This article examines the pressures for increased corporate attention to CSR and whether this attention is warranted and likely to be sustained. It differentiates between the business case for CSR and the normative case and concludes that often there may be a compelling business case for making a substantial commitment to CSR, but an individual firm must assess the extent to which the general business case for CSR applies to its specific circumstances. For some firms, CSR may be a major influence on corporate strategy. Companies making a substantial commitment to CSR—because of a business or a normative case—are likely to find that this involves major challenges with respect to the formulation and implementation of CSR strategy, not least because of the uncertainties inevitably associated with determining a firm's societal obligations.
We comment on Gilovich and colleagues’ program of research on happiness resulting from experiential versus material purchases, and critique these authors’ interpretation that people derive more happiness from experiences than from material possessions. Unlike goods, experiences cannot be purchased, and possessions versus experiences do not seem to form the endpoints of the same continuum. As an alternative, we present a consumer-experience model that views materialism and experientialism as two separate dimensions whose effects on consumer happiness, both in the form of pleasure and in the form of meaning, depend on the type of brand experiences evoked. Thus, a good life in a consumerist society means integrating material and experiential consumptions rather than shifting spending from material to experiential purchases.
To live in the developed world is to live in a consumerist society. Although the broader forces that created this society have led to unprecedented material abundance, scholars have maintained that these benefits have come at a significant psychological cost. An important question, then, is how these psychological costs can be minimized. With that in mind, we briefly review research showing that people derive more satisfaction from experiential purchases than material purchases. We then summarize the findings of an extensive program of research on the psychological mechanisms that underlie this difference. This research indicates that experiential purchases provide greater satisfaction and happiness because: (1) Experiential purchases enhance social relations more readily and effectively than material goods; (2) Experiential purchases form a bigger part of a person’s identity; and (3) Experiential purchases are evaluated more on their own terms and evoke fewer social comparisons than material purchases. It also appears that experiential purchases are less likely to be evaluated in monetary (market exchange) terms. We conclude by discussing how social policy might be altered to take advantage of the greater hedonic return offered by experiential investments, thus advancing societal well-being.
This paper attempts to identify some of the main factors affecting a hotel establishment's decision to adopt (or not), and to what extent, socially and environmentally responsible business practices. Salient among the results obtained is the fact that corporate social responsibility (CSR) is likely to be part of a hotel's product differentiation strategy; additionally, it is shown that productivity aspects such as scale economies, as well as the hotel's internal organization, also impact a hotel's CSR strategy. Copyright © 2014 John Wiley & Sons, Ltd.
There is a dearth of knowledge about the health outcomes of resilience during adolescence, making the study of health-related outcomes of resilience important. The purpose of this study was to develop a theory-based just-identified model and to test the direct and indirect effects of resilience on hope, well-being, and health-promoting lifestyle in middle adolescents. The study used a correlational design. The final sample consisted of 311 middle adolescents, aged 15 to 17, who were recruited from a public high school. Participants responded to instrument packets in classroom settings. The structural equation model was tested with the LISREL 8.80 software program. All seven hypotheses were supported at a statistically significant level (p < .001). The results supported the theoretical propositions and the previous empirical findings that were used to create the theoretical model of health-related outcomes of resilience. Alternate models of outcomes of resilience need to be tested on adolescents.
Tourism destinations in every corner of the globe face the virtual certainty of experiencing a disaster of one form or another at some point in their history. Despite this, few destinations have properly developed disaster management plans in place to help them cope with such eventualities. Among the reasons for this is the limited amount of systematic research that has been carried out in the field. This paper addresses this problem by drawing on insights from the broader disaster management literature to produce a generic model for analysing and developing tourism disaster management strategies. A set of prerequisites and principles of effective tourism disaster management planning is also provided.
Attitudes and preferences do not always prove to be good predictors of actual behavior. Following the call for moderating variables to get a better idea of when and for whom attitude–behavior consistency exists, the current paper focuses on mood as a potential situational moderator. Results from three online studies demonstrate that (1) mood significantly affects attitude–behavior consistency, (2) not the decision style that mood activates (i.e., a deliberative style under negative mood versus an intuitive decision style under positive mood), but a fit in decision style respondents use during attitude formation and decision making underlies this mood effect, and (3) this mood effect holds for individuals who tend to experience their emotions intensively (i.e., high affect intensity individuals), but reverses for individuals who experience their emotions less intensively (i.e., low affect intensity individuals).
Although prior research has addressed the influence of corporate social responsibility (CSR) on perceived customer responses, it is not clear whether CSR affects market value of the firm. This study develops and tests a conceptual framework, which predicts that (1) customer satisfaction partially mediates the relationship between CSR and firm market value (i.e., Tobin’s q and stock return), (2) corporate abilities (innovativeness capability and product quality) moderate the financial returns to CSR, and (3) these moderated relationships are mediated by customer satisfaction. Based on a large-scale secondary data set, the results show support for this framework. Notably, the authors find that in firms with low innovativeness capability, CSR actually reduces customer satisfaction levels and, through the lowered satisfaction, harms market value. The uncovered mediated and asymmetrically moderated results offer important implications for marketing theory and practice.
The push for the use of e-bidding is on the increase. In many countries, e-bidding has become part of the public procurement reform. However, previous studies have reported the low uptake of e-bidding in the construction industry. This study develops a theoretical structural model representing the impact six latent variables on the willingness of construction organizations to participate in e-bidding. Data from a questionnaire survey of 64 respondents from clients, contractors, consultants, and suppliers organizations was used to analyze the model. The result of the data analysis suggests that perceived barriers, cost, the perceived benefits of e-bidding and security concerns are the factors influencing willingness participate in e-bidding with perceived barriers being the most significant influencing factor. The perception about the adequacy of the existing traditional paper-based tendering and the perception about the non-readiness of business partners are the underlying barriers that need to be addressed when introducing e-biding. This study also discovers that when the respondents concern about the cost of e-bidding is high, their reported willingness to participate in e-bidding is higher when the perceived benefits is high that when the perceived benefits is low. To enhance the participation of the industry in e-bidding, public sector and large private clients would need to take leadership by making bidder's capability for e-bidding and e-project management at all project phases a criteria in bid evaluation. E-bidding developers and promoters need to use test project cases to monitor, measure, and document the benefits of e-bidding. To disseminate the perceived benefits, promoters would need to work closely with industry professional associations to develop promotional programmes linked to continuous professional development (CPD) points. The analytical approach used in this study should assist other researchers who might wish to address a similar research problem under a similar data and model constraints.
This paper outlines and discusses a strategic and holistic approach to crisis management for the tourism industry. It notes the growing importance of crisis and disaster management for the tourism industry before exploring the definitions and nature of crises and disasters. The paper then proposes a strategic approach to their management from proactive pre-crisis planning through strategic implementation and finally evaluation and feedback. A discussion of crisis and disaster management literature and studies conducted in the tourism field are also introduced. It notes that although crises and disasters cannot be stopped their impacts can be limited by both public and private sector managers. The paper concludes that the understanding and subsequent management of such incidents can be vastly improved through the extension and application of crisis and disaster management theory and concepts from other disciplines, coupled with the development of specific tourism crisis management research and frameworks.
Several issues relating to goodness of fit in structural equations are examined. The convergence and differentiation criteria, as applied by Bagozzi, are shown not to stand up under mathematical or statistical analysis. The authors argue that the choice of interpretative statistic must be based on the research objective. They demonstrate that when this is done the Fornell-Larcker testing system is internally consistent and that it conforms to the rules of correspondence for relating data to abstract variables.
This study assesses a number of different measures of consumer expertise by examining their ability to predict correct choices in three stimulus-based choice tasks and to support a number of hypotheses derived from the cognitive psychology and consumer behavior literature. The hypotheses concern how consumer expertise should affect the content and organization of knowledge for a product class and reasons for choice across different usage contexts. After a factor analysis of the different measures of consumer expertise that yielded three orthogonal factors, we used regression and TOBIT analyses to examine the effect of each factor on the number of correct choices and the hypothesized differences in the content and organization of knowledge and reasons for choice in the choice tasks. Two of the factors, “subjective/objective knowledge” and “friends owning motorcycles,” predict the number of correct choices in the stimulus-based choice tasks, while the subjective/objective-knowledge factor supports almost all of the hypothesized relationships for the content and organization of knowledge and reasons for choice. The third factor, “magazines read/motorcycles owned,” also supports many of the relationships concerning general knowledge.
Governments, activists, and the media have become adept at holding companies to account for the social consequences of their actions. In response, corporate social responsibility has emerged as an inescapable priority for business leaders in every country. Frequently, though, CSR efforts are counterproductive, for two reasons. First, they pit business against society, when in reality the two are interdependent. Second, they pressure companies to think of corporate social responsibility in generic ways instead of in the way most appropriate to their individual strategies. The fact is, the prevailing approaches to CSR are so disconnected from strategy as to obscure many great opportunities for companies to benefit society. What a terrible waste. If corporations were to analyze their opportunities for social responsibility using the same frameworks that guide their core business choices, they would discover, as Whole Foods Market, Toyota, and Volvo have done, that CSR can be much more than a cost, a constraint, or a charitable deed--it can be a potent source of innovation and competitive advantage. In this article, Michael Porter and Mark Kramer propose a fundamentally new way to look at the relationship between business and society that does not treat corporate growth and social welfare as a zero-sum game. They introduce a framework that individual companies can use to identify the social consequences of their actions; to discover opportunities to benefit society and themselves by strengthening the competitive context in which they operate; to determine which CSR initiatives they should address; and to find the most effective ways of doing so. Perceiving social responsibility as an opportunity rather than as damage control or a PR campaign requires dramatically different thinking--a mind-set, the authors warn, that will become increasingly important to competitive success.
A popular view is that international terrorism is on the increase, that it is religiously motivated and that it has important adverse consequences. This paper investigates this view. It examines the empirical evidence on the causes of international terrorism from the late 1960s to the early 2000s and discovers that, while religion has had a part to play, explanations based on economics and politics appear to be consistent with the facts. Terrorists come from relatively poor and undemocratic countries and commit attacks in relatively rich and democratic ones. The paper then examines the micro, macro and global economic effects of international terrorism from both a theoretical and empirical angle, and discovers that the negative effect on domestic aggregate demand is temporary and the effect on aggregate supply insignificant. Finally, the paper explores policies to deal with international terrorism and demonstrates that this is complex. Analogies with conventional crime may be unhelpful. Copyright 2008 The Authors.
Doing good and doing better despite negative information? The role of CSR in consumer resistance to negative information
- S Du
- C B Bhattacharya
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- A B Eisingerich
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Eisingerich, A.B., Rubera, G., Seifert, M., & Bhardwaj, G. (2011). Doing good and doing
better despite negative information? The role of CSR in consumer resistance to negative
information. Journal of Service Research, 14(1), 60-75. doi: 10.1177/1094670510389164
Orlando shooting: 49 killed, shooter pledged ISIS allegiance
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shooter pledged ISIS allegiance. CNN. Retrieved from http://www.cnn.com/2016/06/12/us/
orlando-nightclub-shooting/
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GTD (2018, July). Global Terrorism Database (GTD). University of Maryland, USA. Retrieved
from https://www.start.umd.edu/gtd/
Fit indices in covariance structure modeling: Sensitivity to underparameterized model misspecification
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Attitude and affect: New frontiers of research in the 21st century
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Corporate social performance revisited
- D J Wood
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