Suchergebnisse

The proliferation of surcharges in service pricing raises theoretical and pragmatic questions regarding their impact on consumers. This research investigates how surcharges influence consumer responses to a service price increase. We propose that various kinds of surcharge information act in concert to drive blame attributions for a price increase: Internal (vs. external) surcharges increase blame attributions and minimize the influence of other drivers captured in surcharge information such as temporal stability, surcharge benefit, and more than one kind of surcharge. In comparison to all-inclusive pricing, we find that (i) surcharge pricing is detrimental to service firms when surcharges cue internal locus of causality, regardless of the temporal stability or surcharge benefit, whereas (ii) surcharge pricing is beneficial when surcharges cue external locus of causality, particularly when the surcharges are permanent and high benefit; (iii) consumers are more sensitive to increases in the magnitude of internal (vs. external) surcharges; and (iv) in the case of mixed surcharges, internal surcharges are more prominent and minimize the buffering effect of adding external surcharges. Based on our findings, we make recommendations to managers on the optimal design of surcharge pricing to mitigate negative blame reactions when communicating service price increases to consumers.

Robots are the next wave in service technology; however, this advanced technology is not perfect. This research examines how social perceptions regarding the warmth and competence of service robots influence consumer reactions to service failures and recovery efforts by robots. We argue that humanoid (vs. nonhumanoid) service robots are more strongly associated with warmth (whereas competence does not differ). This tendency to expect greater warmth from humanoid robots has important consequences for service firms: (i) consumers are more dissatisfied due to lack of warmth following a process failure caused by a humanoid (vs. nonhumanoid; Study 1); (ii) humanoids (but not nonhumanoids) can recover a service failure by themselves via sincere apology, restoring perceptions of warmth (Study 2A); (iii) humanoids (but not nonhumanoids) can also effectively provide explanations as a recovery tactic (Study 2B); and, importantly, (iv) human intervention can be used to mitigate dissatisfaction following inadequate recovery by a nonhumanoid robot (Study 3), supporting the notion of human-robot collaboration. Taken together, this research offers theoretical implications for robot anthropomorphism and practical implications for firms employing service robots.

A service provider's conspicuous consumption can undermine customer attitudes and behavioral intentions toward the provider—a so-called penalty effect of conspicuous consumption. Four studies investigate customer and contextual factors that moderate this penalty effect. The results show that customers low in materialism penalize service providers who consume conspicuously (e.g., decreased patronage intentions). In addition, as another facet of the penalty effect, a service provider's conspicuous consumption undermines customer cost-benefit assessments (decreased perceived value and price fairness), which function as mediating variables. However, service providers can use "service warmth" as a protective strategy to attenuate the penalty effect. Notably, materialistic customers do not react more favorably to service providers who engage in conspicuous consumption (in contrast with their established tendency to favor conspicuous goods). Taken together, the results provide a deeper and theoretically nuanced understanding of when and how customers respond negatively to conspicuous service providers, with meaningful implications for the management of services. For example, when service firms design their aesthetic labor strategy, they should consider their customers' levels of materialism accordingly. In addition, service firms need to educate their frontline employees about the potential downsides of displaying conspicuous consumption cues.

Consumers' multisensory preferences bring new ideas to service and experience design—yet do consumers always react favorably to sensory complexity? This research examines variation by time of day in how consumers respond to complex sensory experiences (e.g., purchase behavior, choice, and liking). Specifically, we theorize that arousal levels increase over the course of the day, which increases the perceived fit of complex sensory experiences, leading to more favorable reactions—a pattern that is more prominent among evening than morning chronotypes. A set of five studies provides support for this theorizing and provides important implications for service providers regarding how to vary their sensory offerings and promotions over the course of the day.

People consume service experiences that combine pleasure and pain (e.g., roller-coaster rides and massage therapy)—but the question of how to market such experiences is not well understood. To address this gap, the present research investigates consumer response to such service offerings as a function of (i) hedonic framing that emphasizes pain versus pleasure, (ii) promotion versus prevention concerns either chronically or situationally salient to consumers, and (iii) the presence versus absence of a service guarantee. Consumers with a prevention (vs. promotion) focus react more favorably to hedonic framing that emphasizes pleasure, whereas consumers with a promotion (vs. prevention) focus react more positively to hedonic framing that emphasizes pain due to differences in processing discomfort. In addition, a service guarantee is shown to bolster the reactions of prevention-focused consumers but undermine the reactions of promotion-focused consumers to a pain-framed (but not pleasure-framed) service offering. Together, these findings provide guidelines to service providers regarding how to fine-tune marketing strategies when promoting painful yet pleasurable experiences. For example, advertising should align hedonic framing with the consumer's situationally salient regulatory concerns.

Abstract
The promotion of reuse and resale has been receiving extensive attention worldwide for the sake of sustainability. The current research provides insights into this area and identifies a "reuse and resale cycle," whereby consumers are more willing to resell products they originally obtained second hand, compared to products they obtained brand new. One potential mechanism that accounts for this effect is the relatively weak connection consumers form with the second-hand items they own. Six studies confirmed this effect across various product categories. Study 1 tracked consumers' actual resale of the possessions they owned in real life. Subsequent studies provided further empirical evidence for the proposed effect, uncovered the underlying mechanism concerning the strength of the connection with the product, and showed that the effect diminished among consumers who chronically have a high tendency to link themselves with their possessions. This research advances the understanding of resale behaviors. It has implications for consumers to avoid retaining excessive possessions and for the second-hand market to develop in a healthy manner, eventually contributing to society's sustainability in the long run.

Abstract
Conspiracy theories pose risks to consumers, businesses, and society. The present research investigates the role of scientific literacy in a variety of conspiracy beliefs with implications for consumer well-being and sustainability (e.g., regarding coronavirus disease 2019 [COVID-19], genetically modified organisms, and climate change). In contrast to the mixed effects of education in prior work, we find that scientific literacy undermines conspiracy beliefs and, in turn, conspiracy-related behaviors. This finding is explained by people's ability to use two dimensions of scientific literacy—scientific knowledge and reasoning—to accurately assess conspiracy evidence. For robustness, we assess scientific literacy through both measurement and manipulation (i.e., interventions), identify two moderators (evidence strength and narration) that attenuate the effect, and further validate our theorizing using national and international datasets (regarding COVID-19 vaccination and Google search, respectively). We discuss the implications of our findings for consumers, companies, nonprofit organizations, and governments.

Abstract
Production waste, or inefficiencies in product manufacturing, is a major contributor to environmental problems. Consider production waste in garment manufacturing—which has been criticized for wasteful use of natural resources (e.g., using excessive water and fabric) and wasteful disposal of resource residuals (e.g., discarding excessive wastewater and fabric scraps). The present research examines consumer reactions to production waste and its mitigation as a function of whether it is characterized in terms of resource use versus disposal. A series of seven studies (including field and secondary data) finds that (i) consumers are less sensitive to wasteful resource use than disposal due to lower perceptions of environmental harm; (ii) likewise, consumers are less sensitive to waste mitigation targeting resource use than disposal due to lower perceptions of environmental benefit; and (iii) these waste reaction differences are attenuated when resource scarcity or long-term orientation is heightened (which increases consumer sensitivity to resource use). Together, this research sheds light on how, why, and when consumers are averse to production waste, while providing guidance regarding interventions focused on fighting production waste and promoting sustainability.

Abstract
Disability is a basic human condition that affects a significant proportion of the world's population, yet many disability- and accessibility-relevant issues remain pressing and insufficiently addressed. With three experiments, the current research investigates potential reasons for why marketplace disability accessibility has not been universally accepted. Potential barriers to greater accessibility in marketplaces may arise because such efforts appear at odds with other salient priorities, at micro (i.e., consumer) and macro (i.e., firm, policy, or societal) levels. In the proposed framework and resulting experiments, micro-level trade-offs prompt perceptions of personal cost and macro-level trade-offs prompt perceptions of firm morality. In turn, these perceptions mediate firm evaluations, showing that consumers at baseline respond negatively to accessibility. Critically, however, several practical interventions emerge from these processes. Marketers can mitigate consumers' negative responses to accessibility by employing simple framing choices such as emphasizing who benefits or noting what the purpose of the offering is. By demonstrating one way to better understand perceptions of the full spectrum of the consumer population, this research provides pathways for consumer researchers to further delve into disability-related research in the future.