Journal of the Academy of Marketing Science最新文献

There is business like show business! What marketing scholars and managers can learn from 40 years of entertainment science research 有生意就有演艺圈！营销学者和管理者可以从 40 年的娱乐科学研究中学到什么

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-11-16 DOI: 10.1007/s11747-024-01057-2

Ronny Behrens, Ann-Kristin Kupfer, Thorsten Hennig-Thurau

{"title":"There is business like show business! What marketing scholars and managers can learn from 40 years of entertainment science research","authors":"Ronny Behrens, Ann-Kristin Kupfer, Thorsten Hennig-Thurau","doi":"10.1007/s11747-024-01057-2","DOIUrl":"https://doi.org/10.1007/s11747-024-01057-2","url":null,"abstract":"For over four decades, scholars have developed the field of entertainment science, establishing a thorough understanding of the business behind filmed, recorded, written, and programmed media products and services, encompassing consumer behavior and strategic decision-making. Building on six foundational characteristics that jointly define entertainment offerings (i.e., their hedonic, narrative, cultural, creative, innovative, and digital nature), we synthesize key findings from entertainment science research. Since each of these characteristics can be found individually in various industries, this review offers substantial potential for learning beyond the entertainment world. Leveraging the entertainment industry’s pioneering role in major cross-industry trends, including virtual worlds and generative AI, we then provide best practices for adapting to these developments. We conclude by proposing a comprehensive agenda for future research on each of the foundational entertainment characteristics within the field of entertainment science and beyond.","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":"247 1","pages":""},"PeriodicalIF":18.2,"publicationDate":"2024-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142642993","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Expressions of customer rumination in online posts and firm responses 客户在网络帖子中的反刍表达和公司的回应

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-11-16 DOI: 10.1007/s11747-024-01061-6

Hai-Anh Tran, Yuliya Strizhakova, Bach Nguyen, Samuel G. B. Johnson

{"title":"Expressions of customer rumination in online posts and firm responses","authors":"Hai-Anh Tran, Yuliya Strizhakova, Bach Nguyen, Samuel G. B. Johnson","doi":"10.1007/s11747-024-01061-6","DOIUrl":"https://doi.org/10.1007/s11747-024-01061-6","url":null,"abstract":"When faced with service failures, customers tend to ruminate, i.e., engage in repetitive negative thoughts about service failures and their causes/consequences. Some customers express these ruminative thoughts in online posts, making the internal cognitive process of rumination publicly visible to prospective customers who read the posts. This research proposes a novel conceptualization and operationalization of customer expressions of rumination as the repetitive use of words related to (a) service failure aspects and (b) service failure causes/consequences. Across two field studies, one survey, and two experiments, this research demonstrates that rumination expressions in online posts about service failures are linked to lower sales, weaker prospective customers’ purchase intention, and more “likes” of the post. Responses expressing empathetic apologies are more effective in handling rumination expressions about service failure aspects, whereas responses mentioning compensation are more effective in handling rumination expressions about service failure causes/consequences. We urge managers to recognize the visibility and harmfulness of rumination expressions in digital outlets and provide solutions to minimize their damage.","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":"13 1","pages":""},"PeriodicalIF":18.2,"publicationDate":"2024-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142642996","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

On the role of scarcity in marketing: Identifying research opportunities across the 5Ps. 关于稀缺性在营销中的作用：确定5P的研究机会。

IF 9.5 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2023-06-06 DOI: 10.1007/s11747-023-00956-0

Caroline Roux, Kelly Goldsmith, Christopher Cannon

引用次数: 0

Weathering the crash: Do customer-company relationships pay off during economic crises? 安然度过危机：在经济危机期间，客户与公司的关系会有回报吗？

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2023-05-29 DOI: 10.1007/s11747-023-00947-1

Forrest V Morgeson, Udit Sharma, Xiaoxu Wu Schultz, Anita Pansari, Ayalla Ruvio, G Tomas M Hult

{"title":"Weathering the crash: Do customer-company relationships pay off during economic crises?","authors":"Forrest V Morgeson, Udit Sharma, Xiaoxu Wu Schultz, Anita Pansari, Ayalla Ruvio, G Tomas M Hult","doi":"10.1007/s11747-023-00947-1","DOIUrl":"10.1007/s11747-023-00947-1","url":null,"abstract":"Do stronger relationships with customers (customer-company relationships [CCR]) help firms better weather economic crises? To answer this question, we examine firm performance during the stock market crashes associated with the two most severe economic crises of the last 15 years-the protracted Great Recession crisis (2008-2009) and the shorter but extreme COVID-19 pandemic crisis (2020). Juxtaposing the predominant expected utility theory perspective with observed deviations in investor behavior during crises, we find that both pre-crash firm-level customer satisfaction and customer loyalty are positively associated with abnormal stock returns and lower idiosyncratic risk during a market crash, while pre-crash firm-level customer complaint rate negatively affects abnormal stock returns and increases idiosyncratic risk. On average, we find that one standard deviation higher CCR is associated with between $0.9 billion and $2.4 billion in market capitalization on an annualized basis. Importantly, we find that these effects are weaker for firms with higher market share during the COVID-19 crash, but not during the Great Recession crash. These results are found to be robust to a variety of alternate model specifications, time periods, sub-samples, accounting for firm strategies during the crises, and endogeneity corrections. When compared to relevant non-crash periods, we also find that such effects are equally strong during the Great Recession crash and even stronger during the COVID-19 pandemic crash. Contributing to both the marketing-finance interface literature and the nascent literature on marketing during economic crises, implications from these findings are provided for researchers, marketing theory, and managers.Supplementary information: The online version contains supplementary material available at 10.1007/s11747-023-00947-1.","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":" ","pages":"1-23"},"PeriodicalIF":18.2,"publicationDate":"2023-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10225781/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"9768820","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Access-based customer journeys. 基于访问的客户旅程。

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2023-05-22 DOI: 10.1007/s11747-023-00942-6

Lez Trujillo-Torres, Eda Anlamlier, Laetitia Mimoun, Lagnajita Chatterjee, Delphine Dion

{"title":"Access-based customer journeys.","authors":"Lez Trujillo-Torres, Eda Anlamlier, Laetitia Mimoun, Lagnajita Chatterjee, Delphine Dion","doi":"10.1007/s11747-023-00942-6","DOIUrl":"10.1007/s11747-023-00942-6","url":null,"abstract":"Despite the popularity of access-based platforms, the understanding of customer journeys remains anchored in traditional market contexts that overlook prosumers' extended value-chain roles, interconnected experiences, and instrumental sociality in access-based consumption. Using a qualitative study on the access-based platform Rent the Runway, the authors discuss the nature of customer journeys in access-based platforms and showcase how customers perform these journeys. The study reveals two key elements: (1) systemic dynamics, which encompass just-in-time circularity and tightly coupled customer interdependencies, and (2) job crafting, which involves customer work practices that allow pain point avoidance, circulation flow adjustments, and journey stickiness increases. Job crafting can create unpredictable disruptions in other customer journeys and affect systemic flows. This investigation expands research on customer experience management and journey design by developing an access-based platform journey model differentiated from ownership- and service-based platform models, showcasing its systemic instability dynamics, and elaborating how to manage these customer journeys.Supplementary information: The online version contains supplementary material available at 10.1007/s11747-023-00942-6.","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":" ","pages":"1-20"},"PeriodicalIF":18.2,"publicationDate":"2023-05-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10201483/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"10072641","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 2

Does scarcity increase or decrease donation behaviors? An investigation considering resource-specific scarcity and individual person-thing orientation. 稀缺是增加还是减少捐赠行为？一项考虑资源特定稀缺性和个体人物取向的调查。

IF 9.5 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2023-05-03 DOI: 10.1007/s11747-023-00938-2

Malika Malika, Tanuka Ghoshal, Pragya Mathur, Durairaj Maheswaran

{"title":"Does scarcity increase or decrease donation behaviors? An investigation considering resource-specific scarcity and individual person-thing orientation.","authors":"Malika Malika, Tanuka Ghoshal, Pragya Mathur, Durairaj Maheswaran","doi":"10.1007/s11747-023-00938-2","DOIUrl":"10.1007/s11747-023-00938-2","url":null,"abstract":"Extant research remains equivocal with respect to whether scarcity increases or decreases charitable behaviors. This research suggests a reconciliation by considering a donor's resource-specific scarcity, and their person-thing orientation (PTO), a novel personality variable that determines whether individuals are naturally attuned towards people versus things in their environment. Person-orientation predisposes preferences towards donating time, while thing-orientation predisposes preferences towards donating money. Time scarcity leads person-oriented individuals to prefer donating money, but does not affect thing-oriented individuals. Financial scarcity leads thing-oriented individuals to prefer donating time, but does not affect person-oriented individuals. Person-oriented individuals' attention towards other people and thing-oriented individuals' focus on resource evaluation form the basis for the observed relative donation preferences. Finally, PTO can also be situationally induced. Using donation intentions and real click-through behavior for diverse charitable organizations, we show in five studies that the combined effect of consumers' perceived resource-specific scarcity and PTO determines the relative preference for donating time vs. donating money. Our results have important implications for charities soliciting specific kinds of resources, as well as real-world government and social welfare initiatives critically dependent on volunteerism. Theoretically, we examine scarcity from an individual-difference perspective that has not been well understood.Supplementary information: The online version contains supplementary material available at 10.1007/s11747-023-00938-2.","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":" ","pages":"1-23"},"PeriodicalIF":9.5,"publicationDate":"2023-05-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10154757/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"9768824","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Brand loyalty in the face of stockouts. 面对缺货时的品牌忠诚度。

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2023-03-16 DOI: 10.1007/s11747-023-00924-8

Uzma Khan, Alexander DePaoli

{"title":"Brand loyalty in the face of stockouts.","authors":"Uzma Khan, Alexander DePaoli","doi":"10.1007/s11747-023-00924-8","DOIUrl":"10.1007/s11747-023-00924-8","url":null,"abstract":"An important managerial challenge is understanding consumers' reactions to stockouts of a desired product-will they stay brand loyal or switch to competing brands? We posit that consumers are more likely to prefer substitutes from the same brand when a stockout is unexpected (vs. expected). This tendency arises as consumers feel greater negative affect upon encountering an unexpected stockout, which leads them to choose alternatives that provide greater affective value to ameliorate their negative feelings. Since the brand is a relatively affect-rich attribute compared to common non-brand attributes (e.g., price and quantity), consumers facing an unexpected stockout are more likely to choose a same-brand substitute. Five studies illustrate the effect and support the process by demonstrating that unexpected stockouts do not result in brand loyalty when non-brand attributes offer greater affective value than the brand. We further show that managers systematically mispredict how consumers' expectations of stockouts relate to brand loyalty.Supplementary information: The online version contains supplementary material available at 10.1007/s11747-023-00924-8.","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":" ","pages":"1-31"},"PeriodicalIF":18.2,"publicationDate":"2023-03-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10018630/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"10091315","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 4

Investigating the disruptiveness of the sharing economy at the individual consumer level: How consumer reflexivity drives re-engagement in sharing. 在个人消费者层面调查共享经济的颠覆性：消费者的自反性如何推动共享的重新参与。

IF 9.5 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2023-03-11 DOI: 10.1007/s11747-023-00926-6

Stella Yiyan Li, Antje R H Graul, John Jianjun Zhu

{"title":"Investigating the disruptiveness of the sharing economy at the individual consumer level: How consumer reflexivity drives re-engagement in sharing.","authors":"Stella Yiyan Li, Antje R H Graul, John Jianjun Zhu","doi":"10.1007/s11747-023-00926-6","DOIUrl":"10.1007/s11747-023-00926-6","url":null,"abstract":"The sharing economy represents an emerging technology-enabled socioeconomic system. Given its disruptive nature, the sharing economy not only challenges traditional marketing theories but also alters consumer norms and beliefs related to consumption concepts. Whether, when, and how the sharing economy transforms consumption remain important questions for managers to investigate. This study examines how sharing experiences influence consumers' critical self-reflection and shape their intentions to re-engage in sharing practices. With data collected from two surveys and four experiments (including three pretests and one main study), we show that consumers' perceived economic utility, social value, and sustainability potential in the sharing economy influence their intentions to re-engage in sharing practices, thus forming a loyal customer base. In addition, consumer reflexivity mediates this effect. We also show that past experience with business-to-consumer sharing practices moderates the proposed mediating effect. Overall, we demonstrate the disruptive impact of the sharing economy on individual consumers with meaningful managerial implications and contributions to marketing theories.","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":" ","pages":"1-32"},"PeriodicalIF":9.5,"publicationDate":"2023-03-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10006575/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"10091316","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Non-face emojis in digital marketing: Effects, contingencies, and strategic recommendations. 数字营销中的非面部表情符号:效果、偶然性和战略建议。

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2023-01-01 DOI: 10.1007/s11747-022-00917-z

Davide Christian Orazi, Bhoomija Ranjan, Yimin Cheng

{"title":"Non-face emojis in digital marketing: Effects, contingencies, and strategic recommendations.","authors":"Davide Christian Orazi, Bhoomija Ranjan, Yimin Cheng","doi":"10.1007/s11747-022-00917-z","DOIUrl":"https://doi.org/10.1007/s11747-022-00917-z","url":null,"abstract":"Non-face (NF) emojis are increasingly used to complement or substitute words in digital marketing messages, yet the effects, mechanisms, and contingencies of this communication strategy remain underexplored. In a large-scale longitudinal study of Airbnb listings, we show that NF emojis (vs. simple text) lead to an increase in eWOM volume, an effect we replicate experimentally. This effect is qualified by important boundary conditions whose underlying mechanisms are investigated in two additional experimental studies. At the message level, using multiple substitutive (vs. complementary) NF emojis reduces message evaluations and eWOM volume due to reduced processing fluency. At the source level, seller quality further moderates the interaction between emoji function and emoji number: for premium sellers, using multiple NF emojis reduces message evaluations and eWOM volume irrespective of their function due to reduced perceptions of competence. We distill these findings into detailed managerial guidelines for using NF emojis in digital marketing.Supplementary information: The online version contains supplementary material available at 10.1007/s11747-022-00917-z.","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":"51 3","pages":"570-597"},"PeriodicalIF":18.2,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9852812/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"9279974","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 3

How has the effect of brand personality on customer-based brand equity changed over time? Longitudinal evidence from a panel data set spanning 18 years. 品牌个性对以顾客为基础的品牌资产的影响是如何随时间变化的?来自18年面板数据集的纵向证据。

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2023-01-01 DOI: 10.1007/s11747-022-00895-2

Jonathan Luffarelli, Sebastiano A Delre, Polina Landgraf

{"title":"How has the effect of brand personality on customer-based brand equity changed over time? Longitudinal evidence from a panel data set spanning 18 years.","authors":"Jonathan Luffarelli, Sebastiano A Delre, Polina Landgraf","doi":"10.1007/s11747-022-00895-2","DOIUrl":"https://doi.org/10.1007/s11747-022-00895-2","url":null,"abstract":"Using a panel data set (n = 49,626), this research tests opposing hypotheses about the influence of brand personality dimensions (BPDs) on customer-based brand equity (CBBE) and the evolution of this influence over an 18-year period. The results show that, on average, the BPDs of excitement, competence, and sincerity have more positive effects on CBBE than sophistication and ruggedness. Furthermore, the effects of sincerity, sophistication, and ruggedness on CBBE have declined over time while the effects of excitement and competence have grown more positive: A 1% change in excitement is associated with a .45% change in CBBE in 2001 and a .71% change in 2018 (a 58% increase), while a 1% change in competence is associated with a .42% change in CBBE in 2001 and a .60% change in 2018 (a 43% increase). How these effects vary between countries, industry sectors, and brand types is also explored.Supplementary information: The online version contains supplementary material available at 10.1007/s11747-022-00895-2.","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":"51 3","pages":"598-616"},"PeriodicalIF":18.2,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9375090/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"9277752","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 4