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Purpose
The purpose of this paper is to examine the predictive power of anger and its associated appraisal dimensions of consumer responses to two different public relations incidents.


Design/methodology/approach
A natural quasi-experiment was conducted within a month after the public relations incidents. Participants randomly viewed one of the two videos relating to the incidents. Path analysis was used to examine the direct and indirect effects of anger, acceptability appraisal, motivational incongruence appraisal, relevance appraisal and other accountability appraisal on consumers' intention to harm the brand and future purchase intention.


Findings
Appraisals of acceptability, motivational incongruence and relevance, but not other accountability, have both direct and indirect effects on anger and its motivational tendency. Acceptability appraisal directly increases consumers' intention to harm, whereas relevance appraisal directly increases their intention to harm and reduces future purchase intention. The degree to which these appraisal structure and anger occur account for the level of negative consumer responses toward the two public relations incidents.


Practical implications
The current findings empirically replicate the diverse consumer responses toward two public relations incidents and use anger and its appraisal structure to account for the negative responses. This provides researchers and practitioners a framework to explain and manage consumers' reaction toward different public relations incidents.


Originality/value
The current findings not only support the motivational role of anger and its accompanying appraisals in public relations incidents, but also demonstrate their predictive power in the given contexts.

Many brands, including food brands, draw on connotations of luxury to elevate the favorability of consumer perceptions. This is often undertaken using cues in marketing communications; however, no research has examined the psychophysiological effect of luxury cues on consumer attention. Evidently, this study is the first experiment to use eye-tracking and skin conductance analysis to investigate how luxury cues in marketing communications can influence consumer perceptions of a food product. Our findings demonstrate that the use of luxury verbal cues can significantly enhance the attention to hedonic processing and elevate food brand perceptions. Specifically, consumers pay greater attention to the imagery of marketing communications when exposed to luxury verbal cues, which, in turn, enhance arousal and positive brand evaluations. Our research provides valuable theoretical and managerial implications for food brands using communications such as content marketing and advertising to build favorable brand connotations and elevate brand positioning.

AbstractNaturalness is a significant driver of food‐related choices. However, there is scarce knowledge of how textual cues could be utilised to enhance the effectiveness of naturalness claims. Drawn from construal level theory, we attempted to examine how different methods of framing naturalness affect consumers in online vs. offline shopping contexts. Study 1 employed a 2 (abstract vs. concrete) × 2 (online vs. offline) experiment with 127 respondents and demonstrated that concrete framing heightens positive attitudes via increased perceived concreteness of the message, especially in offline shopping situations. Study 2 employed a 4 (abstract vs. control vs. concrete without mentioning natural vs. concrete mentioning natural) × 2 (online vs. offline) experiment with 173 respondents and replicated findings from Study 1. Furthermore, Study 2 ruled out alternative explanations of message authenticity, transparency and credibility and indicated that the effect of message framings is truly driven by the congruency between consumers' construal level and message framings. Interestingly, no significant effect of abstractly framed naturalness claims was observed in online shopping situations, contradicting existing studies. This suggests that other psychological mechanisms may interplay and hinder the effectiveness of abstract framing in our study. Taken together, the current research demonstrate that consumers' mental representation varies across shopping platforms and how it affects their evaluation of different methods of message framing.

As Autonomous Vehicles (AVs) on public roads today becomes an increasingly realistic possibility, there is growing need to better understand the factors that will facilitate their successful introduction. This study focuses specifically on Australia and investigates various micro and macro environmental factors that may either hinder or support their adoption in the country. The study comprised 18 in-depth interviews with experts from both the public and private sectors who possess direct experience working with AVs. These experts provided valuable insights into several areas, including the legislation and regulations governing AV use, the technical and infrastructure requirements necessary for safe operation on public roads, and the importance of public sentiment in driving AV adoption and introduction. Based on the study's findings, an integrated framework has been developed to identify and classify the key factors related to AV adoption, as well as their interrelatedness with each other. This framework seeks to guide the development of national strategies to accommodate the necessary political, legal, and social adjustments required for the successful implementation of AVs.

PurposeThis research examines the effect of team diversity on customer behavior (purchase likelihood) associated with sustainable luxury products and further considers the mediating role of customer skepticism and the moderating role of the growth mindset in these relationships.Design/methodology/approachStudy 1 aims to confirm the direct effect of team diversity on purchase intention and the mediating effect of customer skepticism. Featuring a fictitious brand, Study 2 seeks to test the moderating effects of a growth mindset. This research recruits participants located in the USA who have shopping experiences with a luxury product.FindingsThe findings support the notion that team diversity can mitigate customers' skepticism while enhancing purchase likelihood. Moreover, this effect is stronger among those with a growth mindset. As such, the findings suggest that communicating the heterogeneous composition of team members can benefit sustainable luxury brands.Originality/valueUnderpinned by the signaling theory and incremental theory, this research examines the effects of team diversity on customer behavior (purchase likelihood) related to sustainable luxury products, as well as the role of customer skepticism (as a mediator) and a growth mindset (as a moderator) in these relationships. Thus, the findings broaden the current diversity research which has predominantly focused on team decision-making and performance.

PurposeThe paper aims to examine whether (1) deviation of design (i.e. objective design newness) is distinct to consumers' perception of design newness (i.e. subjective design newness) and (2) subjective design newness rather than objective design newness evokes the emotion of interest and enhances product evaluation.Design/methodology/approachIn total five sets of quasi-experiments were conducted on the natural manipulations of design newness. Specifically, the first four studies examine consumers' perception of design newness, feeling-of-interest and product evaluation toward old and new Apple's iOS (i.e., iPhone OS) icons when a new Apple's iOS is released. The fifth study generalized the findings to the new design of XiaoMi MiPhone.FindingsAcross five quasi-experimental studies, the authors found that (1) consumers do not necessarily perceive an objectively new design to be subjectively new; (2) subjective design newness, but not objective design newness, evokes interest and (3) interest, in turn, enhances product evaluation and behavioral intention toward an innovation.Research limitations/implicationsThe current finding extended the current literature on design newness by demonstrating that subjective (vs objective) design newness provides a more holistic account of consumers' interest and positive product evaluation toward the innovations.Practical implicationsThe research showed that simply updating or altering the design of a product does not evoke consumers' perception of design newness and positive product evaluation. Instead, designer and managers must explore ways to evoke consumers' perception of novelty, complexity, unfamiliarity, atypicality and difference. Furthermore, the current finding demonstrated that subjective design newness can be used to evoke consumer interest and, therefore, result in positive purchase evaluation.Originality/valueThe current research is the first to examine (1) the difference between objective and subjective design newness, (2) the emotional response toward design newness and (3) the emotion of interest as a mediator that explain the strong relationship between design newness and positive product evaluation.

Purpose
The purpose of this paper is to conduct an in-depth interview with the Chief Executive Officer (CEO) of Larry Jewelry, a luxury jeweller with boutiques in Hong Kong and Singapore. Given the ever-evolving luxury jewellery market in South East Asia, it is paramount to understand the success factors of the luxury jewellery sector.


Design/methodology/approach
An in-depth interview approach is used to understand the antecedents of the success of the luxury jewellery sector. Specifically, this paper presents a complex business model of Larry Jewelry and an in-depth interview with the CEO of Larry Jewelry for current insights in the sector.


Findings
This paper highlights the history of Larry Jewelry, its product segments and the key elements of its business blueprint. Specifically, the success of Larry Jewelry is attributed to its business model and strong branding on quality, craftsmanship, rarity, human interaction and trust.


Originality/value
Despite the substantial growth in the luxury jewellery sector, there is relatively little research on the success factors of this industry, especially in South East Asia. The current research provides practical insights into business blueprint of a successful luxury jeweller in Hong Kong and Singapore.

Consumers are known to show a paradoxical tendency to favour both familiar and novel marketing stimuli such as products and advertisements. However, an explanation for this paradox has yet to be proposed. This provides immense challenges for marketing practices that conventionally strive to build familiarity (e.g. building awareness, recognition, recall, and customer relationships). Using the emotion differentiation framework, this theoretical paper shows that this paradox is a result of two distinct emotions – liking and interest. Specifically, consumers like familiarity but are interested in novelty. This paper offers six empirical propositions to: (1) differentiate interest from liking; (2) show that liking motivates consumers to favour familiarity whereas interest motivates consumers to prefer novelty; (3) demonstrate that interest accounts for previously explained boundary conditions of the familiarity–liking effect; and (4) provide insights to explain previous conflicting findings in the field of innovation, advertising, and consumer psychology research.