Journal of the Academy of Marketing Science最新文献_第4页

One size does not fit all: Optimizing size-inclusive model photography mitigates fit risk in online fashion retailing 尺码不能一概而论：优化包含尺码的模特摄影，降低在线时装零售的合身风险

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-07-22 DOI: 10.1007/s11747-024-01034-9

Yerong Zhang, Iina Ikonen, Jiska Eelen, Francesca Sotgiu

{"title":"One size does not fit all: Optimizing size-inclusive model photography mitigates fit risk in online fashion retailing","authors":"Yerong Zhang, Iina Ikonen, Jiska Eelen, Francesca Sotgiu","doi":"10.1007/s11747-024-01034-9","DOIUrl":"https://doi.org/10.1007/s11747-024-01034-9","url":null,"abstract":"Despite retailers’ interest in moving away from thin-model photography to embrace body-size diversity, online fashion shopping predominantly features thin models. While concerns about negative consequences for sales impede industry-wide changes, we demonstrate that consumers and retailers benefit from optimally portraying diverse bodies. Three studies unveil the “Dissimilarity-Risk Deterrence Effect,” wherein thin models dissuade consumers with larger clothing sizes from online purchasing due to perceived body-size dissimilarity and heightened fit-risk perception. Eight experiments demonstrate that models of consumers’ own size mitigate the effect, enhancing online purchase decisions, while controlling for mechanisms like positive affect, authenticity and social identification. The effect extends across various clothing items but attenuates when body size matters less to fit evaluation. Moreover, the effect is concealed by retailers’ risk-reducing strategies, such as measurement information and free product return policies. This research underscores the strategic significance of diverse product imaging to improve supply chain efficiency and consumer well-being.","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":"20 1","pages":""},"PeriodicalIF":18.2,"publicationDate":"2024-07-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141736893","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

Activating the sustainable consumer:The role of customer involvement in corporate sustainability 激活可持续消费者：客户参与在企业可持续发展中的作用

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-07-22 DOI: 10.1007/s11747-024-01036-7

Manuel Reppmann, Stephan Harms, Laura Marie Edinger-Schons, Johann Nils Foege

{"title":"Activating the sustainable consumer:The role of customer involvement in corporate sustainability","authors":"Manuel Reppmann, Stephan Harms, Laura Marie Edinger-Schons, Johann Nils Foege","doi":"10.1007/s11747-024-01036-7","DOIUrl":"https://doi.org/10.1007/s11747-024-01036-7","url":null,"abstract":"Tackling grand challenges and making sustainable development a reality through sustainable consumption crucially depends upon both companies’ activities as well as individuals’ consumption choices. In opinion polls, many consumers claim to favor sustainable products over conventional ones. However, a large gap remains between their stated purchasing intentions and actual decisions, posing a challenge for companies in predicting product demand and strategically managing their product portfolios. In this study, we develop a conceptual framework to demonstrate how companies can encourage sustainable consumption behavior among their customers by involving them in their corporate sustainability (CS) activities. We introduce psychological ownership as the underlying mechanism explaining how customer involvement in CS activities translates into changes in their consumption choices. We further argue that the link between customer involvement and psychological ownership depends on the type of a company’s CS—that is, whether CS is embedded in or peripheral to the company’s core business. The results from three experiments, including one field experiment conducted in collaboration with a fashion retailer and involving real customer purchase decisions, support our theorizing. The findings reveal the power of customer involvement as a marketing tool in promoting sustainable consumption.","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":"181 1","pages":""},"PeriodicalIF":18.2,"publicationDate":"2024-07-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141736899","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

Unintended consequences of in-store technology for frontline employees: An empirics-first approach 店内技术给一线员工带来的意外后果：以经验为先的方法

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-07-20 DOI: 10.1007/s11747-024-01037-6

Anastasia Nanni, Andrea Ordanini

{"title":"Unintended consequences of in-store technology for frontline employees: An empirics-first approach","authors":"Anastasia Nanni, Andrea Ordanini","doi":"10.1007/s11747-024-01037-6","DOIUrl":"https://doi.org/10.1007/s11747-024-01037-6","url":null,"abstract":"This work illustrates a case in which the implementation of automated digital screens in an apparel retail store led to unintended side effects involving decreased customer spending. Using an empirics-first approach, researchers have investigated this topic through the conducting of field experiments, intercept surveys, and online experiments involving both consumers and frontline employees (FLEs). In this research, the unintended outcomes of technology implementation are first revealed, and then the potential reasons and boundary conditions underlying those outcomes are explored. The findings indicate that while automated digital screens increase customer convenience, they can also restrict the ability of FLEs to perform extrarole behavior. This restriction results in a negative shopping experience and reduced spending, particularly in settings in which FLE interaction is critical. The research also reveals that reintroducing extrarole behavior in the presence of technology can offset this negative effect. The theoretical and practical implications of these results are then discussed, and future research directions are proposed.","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":"340 1","pages":""},"PeriodicalIF":18.2,"publicationDate":"2024-07-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141730566","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

Customer experience orientation: Conceptual model, propositions, and research directions 客户体验导向：概念模型、命题和研究方向

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-07-20 DOI: 10.1007/s11747-024-01031-y

Farah Arkadan, Emma K. Macdonald, Hugh N. Wilson

{"title":"Customer experience orientation: Conceptual model, propositions, and research directions","authors":"Farah Arkadan, Emma K. Macdonald, Hugh N. Wilson","doi":"10.1007/s11747-024-01031-y","DOIUrl":"https://doi.org/10.1007/s11747-024-01031-y","url":null,"abstract":"Many firms are adopting customer experience management as a route to differentiation, but experience management in practice has only begun to be explored. Using a strategic orientation lens and a theories-in-use approach, a multiple-case study reveals the presence of a “customer experience orientation” (CXO) exhibiting six values and related behavioral norms. Three of these values—journey motivation, continual experience optimization, and experience empowerment—shape experience-based organizational learning through the collection, dissemination, and actioning of experience insight. Substantially extending prior work, a further three values—journey organization, experience mandating, and experience-purpose alignment—institutionalize this learning. Contextual moderators of the impact of CXO on customer experience appraisal and hence firm performance are proposed. Ambivalent effects on performance via increased or decreased costs are also identified, which may counteract or amplify the positive effects of CXO via enhanced experience appraisal. CXO emerges as a distinct, learning-based philosophy for organizational effectiveness, albeit one that draws on ideas from service, human resource management, agile design, and marketing.","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":"48 1","pages":""},"PeriodicalIF":18.2,"publicationDate":"2024-07-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141730515","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

The effects of observing punishment on consumers’ decisions to punish other companies during industry-wide crises 在全行业危机期间，观察惩罚对消费者决定惩罚其他公司的影响

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-07-10 DOI: 10.1007/s11747-024-01035-8

Shijiao (Joseph) Chen, Yi Li, Jun Yao

引用次数: 0

Food and technology: Using digital devices for restaurant orders leads to indulgent outcomes 美食与科技：使用数字设备在餐厅点餐导致放纵的结果

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-07-08 DOI: 10.1007/s11747-024-01029-6

Annika Abell, Dipayan Biswas, Christian Arroyo Mera

引用次数: 0

Don’t give me just positive feedback: How positive and negative feedback can increase feedback-based goal setting and proactive customer service behavior 不要只给我正面反馈：积极和消极反馈如何提高基于反馈的目标设定和主动客户服务行为

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-07-05 DOI: 10.1007/s11747-024-01032-x

Bulent Menguc, Seigyoung Auh, Dionysius Ang, Nimet Uray

{"title":"Don’t give me just positive feedback: How positive and negative feedback can increase feedback-based goal setting and proactive customer service behavior","authors":"Bulent Menguc, Seigyoung Auh, Dionysius Ang, Nimet Uray","doi":"10.1007/s11747-024-01032-x","DOIUrl":"https://doi.org/10.1007/s11747-024-01032-x","url":null,"abstract":"How can managers use positive and negative feedback to encourage employees’ proactive customer service behavior (PCSB)? This question has significant implications because while companies utilize feedback for employee development, it remains unclear how different forms of manager feedback can improve or impair customer service. We synthesize the feedback, goal-setting, and proactive service behavior literature and propose a motivational driver–goal setting–goal striving–goal attainment (MG3) model to help unpack the feedback–PCSB link. Using time-wave survey data in Study 1, we find that feedback-based goal setting fully mediates the effect of positive (but not negative) feedback on PCSB. Using controlled experiments in Studies 2 and 3, we demonstrate that while positive feedback affects feedback-based goal setting through feedback utility, negative feedback does so via feedback accountability, revealing distinct mechanisms. Our research underscores the importance of distinguishing between feedback types when the goal is to foster PCSB.","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":"12 1","pages":""},"PeriodicalIF":18.2,"publicationDate":"2024-07-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141545948","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

Effects of gifting on relationship performance: Strategies for avoiding suspicion and unfairness perceptions 馈赠对关系表现的影响：避免猜疑和不公平感的策略

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-06-27 DOI: 10.1007/s11747-024-01026-9

Carlos Bauer, Fine Leung, Robert W. Palmatier

引用次数: 0

Regulating the sharing economy: The effects of day caps on short- and long-term rental markets and stakeholder outcomes 规范共享经济：日上限对短期和长期租赁市场及利益相关者结果的影响

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-06-15 DOI: 10.1007/s11747-024-01028-7

Patrick Gauß, Sonja Gensler, Michael Kortenhaus, Nadine Riedel, Andrea Schneider

{"title":"Regulating the sharing economy: The effects of day caps on short- and long-term rental markets and stakeholder outcomes","authors":"Patrick Gauß, Sonja Gensler, Michael Kortenhaus, Nadine Riedel, Andrea Schneider","doi":"10.1007/s11747-024-01028-7","DOIUrl":"https://doi.org/10.1007/s11747-024-01028-7","url":null,"abstract":"Home sharing platforms have experienced a rapid growth over the last decade. Following negative publicity, many cities have started regulating the short-term rental market. Regulations often involve a cap on the number of days a property can be rented out on a short-term basis. We draw on rich data for short-term rentals on Airbnb and for the long-term rental market to examine the impact of short-term rental regulations with a day cap on various stakeholders: hosts, guests, the platform provider, and residents. Based on a difference-in-differences design, we document a sizable drop in Airbnb activity. Interestingly, not only targeted hosts (i.e., hosts with reservation days larger than the day cap), but also non-targeted hosts reduce their Airbnb activity. The reservation days of non-targeted hosts decrease between 26.27% and 51.89% depending on the treatment. Targeted hosts experience a similar decline. There is, nevertheless, significant non-compliance: more than one third of hosts do not comply with enacted short-term rental regulations. Additional analyses show that few properties are redirected from short-term rental to long-term rental use and that there is no significant drop in long-term rents. Drawing on a theoretical model, we tie the estimated effects to changes in stakeholders’ welfare: Regulations significantly reduce the welfare of hosts, and the loss ranges between 46.30% and 9.02%. The welfare loss of the platform provider is proportional to the loss of the hosts. Welfare of guests decreases moderately ranging between 4.5% to 4.1%. The welfare of residents increases minimal. These results question the effectiveness and desirability of the studied short-term rental regulations.","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":"30 1","pages":""},"PeriodicalIF":18.2,"publicationDate":"2024-06-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141326881","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

The robo bias in conversational reviews: How the solicitation medium anthropomorphism affects product rating valence and review helpfulness 对话式评论中的机器人偏见：征集媒介拟人化如何影响产品评分价值和评论有用性

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-06-06 DOI: 10.1007/s11747-024-01027-8

Dimitrios Tsekouras, Dominik Gutt, Irina Heimbach

{"title":"The robo bias in conversational reviews: How the solicitation medium anthropomorphism affects product rating valence and review helpfulness","authors":"Dimitrios Tsekouras, Dominik Gutt, Irina Heimbach","doi":"10.1007/s11747-024-01027-8","DOIUrl":"https://doi.org/10.1007/s11747-024-01027-8","url":null,"abstract":"Companies are increasingly introducing conversational reviews—reviews solicited via chatbots—to gain customer feedback. However, little is known about how chatbot-mediated solicitation influences rating valence and review helpfulness compared to conventional online forms. Therefore, we conceptualized these review solicitation media on the continuum of anthropomorphism and investigated how various levels of anthropomorphism affect rating valence and review helpfulness, showing that more anthropomorphic media lead to more positive and less helpful reviews. We found that moderate levels of anthropomorphism lead to increased interaction enjoyment, and high levels increase social presence, thus inflating the rating valence and decreasing review helpfulness. Further, the effect of anthropomorphism remains robust across review solicitors’ salience (sellers vs. platforms) and expressed emotionality in conversations. Our study is among the first to investigate chatbots as a new form of technology to solicit online reviews, providing insights to inform various stakeholders of the advantages, drawbacks, and potential ethical concerns of anthropomorphic technology in customer feedback solicitation.","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":"14 1","pages":""},"PeriodicalIF":18.2,"publicationDate":"2024-06-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141264999","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