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Although researchers have considered how postencounter affect influences satisfaction with services, little is known about the influence of preencounter affect on consumer responses to a service encounter. In this article, the authors investigate the effects of preencounter fear and joy on service expectations and postencounter responses (i.e., affect, performance perceptions, and satisfaction) in anxiety-provoking service encounters. In a longitudinal field study, they demonstrate that preencounter fear decreases expectations of a service encounter and increases satisfaction with the service provided. Preencounter joy increases post-encounter consumer evaluations of a service provider's performance. The implications of these findings are discussed for service marketing theory and practice.

AbstractAutonomous vehicles (AVs) are expected to soon replace human drivers and promise substantial benefits to society. Yet, consumers remain skeptical about handing over control to an AV. Partly because there is uncertainty about the appropriate moral norms for such vehicles (e.g., should AVs protect the passenger or the pedestrian if harm is unavoidable?). Building on recent work on AV morality, the current research examined how people resolve the dilemma between protecting self versus a pedestrian, and what they expect an AV to do in a similar situation. Five studies revealed that participants considered harm to a pedestrian more permissible with an AV as compared to self as the decision agent in a regular car. This shift in moral judgments was driven by the attribution of responsibility to the AV and was observed for both severe and moderate harm, and when harm was real or imagined. However, the effect was attenuated when five pedestrians or a child could be harmed. These findings suggest that AVs can change prevailing moral norms and promote an increased self-interest among consumers. This has relevance for the design and policy issues related to AVs. It also highlights the moral implications of autonomous agents replacing human decision-makers.

AbstractConsumers often form calorie estimates. How consumers estimate calories can systematically bias their calorie assessments. We distinguish between magnitude estimates—when consumers judge whether something has "very few" to "many" calories—and numeric estimates—when consumers estimate a number of calories. These two estimation modes lead to calorie estimate reversals when assessing calories in stimuli that trade off type and quantity, such as when assessing calories in a smaller portion of unhealthy food versus a larger portion of healthier food. When forming a "magnitude estimate," people judge the larger, healthier food portion as containing fewer calories than the smaller, unhealthy food portion. However, when forming a "numeric estimate," people often come to the opposite conclusion—judging the larger, healthier food portion as having more calories. This reversal occurs because these two estimation modes are differentially sensitive to information regarding a stimulus' type (e.g., food healthiness), which is processed first, and quantity (e.g., food portion size), which is processed secondarily. Specifically, magnitude estimates are more sensitive to type, whereas numeric estimates attend to both type and quantity. Accordingly, this divergence between calorie estimation modes attenuates when: (1) quantity information is made primary or (2) in an intuitive (vs. deliberative) mindset.

AbstractThe present article explores the effect of memory efficacy on consumer behavior—particularly on consumer's likelihood to behave "virtuously," that is, in line with standards, such as ideals, values, morals, and social expectations. Memory efficacy refers to people's general belief that they will be able to remember in the future the things they are experiencing or doing in the present. We hypothesize and find across five studies that when consumers have low-memory efficacy (vs. control), they are less likely to behave virtuously because their actions seem less consequential for their self-concept (i.e., less self-diagnostic). Using two different experimental manipulations of memory efficacy, we examine its effect on virtuous behavior in the context of prosocial choices—that is, charitable giving (study 1A) and volunteering (studies 1B and 2). We then explore our proposed underlying mechanism (perceptions of self-diagnosticity) using causal-chain mediation (studies 3A and 3B) and moderation approaches (studies 4 and 5) in the context of food choices. We conclude with a discussion of the practical and theoretical implications of our findings.

Abstract
Consumers often try to visually identify a previously encountered product among a sequence of similar items, guided only by their memory and a few general search terms. What determines their success at correctly identifying the target product in such "product lineups"? The current research finds that the longer consumers search sequentially, the more conservative and—ironically—inaccurate judges they become. Consequently, the more consumers search, the more likely they are to erroneously reject the correct target when it finally appears in the lineup. This happens because each time consumers evaluate a similar item in the lineup, and determine that it is not the option for which they have been looking, they draw an implicit inference that the correct target should feel more familiar than the similar items rejected up to that point. This causes the subjective feeling of familiarity consumers expect to experience with the true target to progressively escalate, making them more conservative but also less accurate judges. The findings have practical implications for consumers and marketers, and make theoretical contributions to research on inference-making, online search, and product recognition.

Abstract
The attraction effect (AE) occurs when the addition of an inferior alternative (i.e., a decoy) to a choice set increases the choice share of the alternative to which it is most similar (i.e., a target), a phenomenon that violates the regularity principle. The AE occurs reliably when the attribute values are represented numerically, but not when the stimuli are perceptual. Such conceptual replication failures indicate a lack of clarity about the mechanisms that produce the AE. The present research develops a framework—the 3A framework—that specifies the distinct functions of ambiguity, accessibility, and applicability in the choice process. These factors, and their attendant mechanisms, explain when and why the AE emerges. They also specify conditions under which the AE is attenuated. Seven main experiments and four supplementary experiments examine when and why the AE emerges with perceptual stimuli, provide support for the 3A framework, and offer insights about how to produce the AE in choice contexts involving perceptual stimuli.

Abstract
Do consumers really read a price from left to right, as assumed in past research? Or does price reading operate like word reading, with a single fixation toward the middle? Three eye-tracking lab studies reject both theories, revealing instead a distinct reading pattern: multiple fixations, with the first located on average between the first third and middle of the price; the first eye movement is usually to the left; and subsequent eye movements are as often to the left as to the right. Overall, consumers pay as much attention to cents as euros, with the cents part influencing how prices are encoded in memory, as evidenced by an in-store price-recall survey. The reading process identifies whether to encode a price verbally as is or replace it with a shorter substitute that is easier to memorize and turns out to be well correlated with the actual price (r = 0.952). When consumers compare two prices, eye movements and the subsequent subjective estimation of the price difference depend on whether or not the prices have identical integer parts. The combined findings of four studies suggest that consumers have developed a reliable, efficient ability to read and encode prices, despite limitations of their visual span and working memory.

Abstract
To entice new donors and spread awareness of the charitable cause, many charity campaigns encourage donors to broadcast their charitable acts with self-promotion devices such as donor pins, logoed apparel, and social media hashtags. However, this voluntary-publicity strategy may not be particularly attractive because potential donors may worry that observers will attribute their publicized charitable behavior to "impure" image motives rather than "pure" altruistic motives. We propose and test a counterintuitive campaign strategy—obligatory publicity, which requires prospective donors to use a self-promotion device as a prerequisite for contributing to the campaign. Five studies (N = 10,866) test the application and effectiveness of the proposed strategy. The first three studies, including two field experiments, find that obligatory-publicity campaigns recruit more contributions and campaign promoters than voluntary-publicity campaigns. The last two studies demonstrate that the obligatory-publicity strategy produces a greater effect among people with stronger image motives and that the effect is mitigated when the publicized charitable act signals a low level of altruism. Finally, we discuss limitations and implications of this research.

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

Abstract
Successful weight control is a challenge for many consumers, but in principle, it is a simple arithmetic combination of increasing caloric expenditure and/or decreasing caloric intake. We call the former "exercise" and the latter "diet." A field survey, three behavioral lab experiments, and a national weight loss field study show that (1) people tend to construe exercise at higher levels and diet at lower levels, (2) activating people's focus on the high-level purposes versus low-level processes of their behavior may improve the odds of weight control success by exercise and diet, respectively, and (3) people who effectuated exercise plans that were high in desirability in terms of bringing about greater net caloric cuts, and diet plans that were high in feasibility in terms of ease of compliance, had the greatest weight reduction over a three-month period. Understanding the theory of how contrasting mental models underlie exercise versus diet may help consumers control their weight with more success, and marketers position their weight control products and services more effectively.