Journal of the Academy of Marketing Science最新文献_第6页

Platform-level consequences of performance-based commission for service providers: Evidence from ridesharing 基于绩效的佣金对服务提供商的平台级影响：共享出行的证据

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-03-08 DOI: 10.1007/s11747-024-01005-0

Orhan Bahadır Doğan, V. Kumar, Avishek Lahiri

{"title":"Platform-level consequences of performance-based commission for service providers: Evidence from ridesharing","authors":"Orhan Bahadır Doğan, V. Kumar, Avishek Lahiri","doi":"10.1007/s11747-024-01005-0","DOIUrl":"https://doi.org/10.1007/s11747-024-01005-0","url":null,"abstract":"<p>Ridesharing platforms compensate drivers using a fixed commission system that does not systematically reward effective drivers, which reduces platform engagement. Unsurprisingly, driver transaction activity is intermittent and service unpredictable. Influenced by agency theory, we propose a variable commission that jointly accounts for drivers’ transactions and service performance. To alleviate disengagement, we propose a customer-oriented engagement framework that challenges the notion of the sole monetary focus of drivers. We compare the effects of variable and fixed commission schemes on consequences such as driver net revenue and referral value, mediated by attitudinal outcomes. In a 3-month cluster-randomized field experiment with 3,367 ridesharing drivers across 16 cities and two population tiers, we show improvements in driver satisfaction and emotional connectedness accentuated by goal-oriented feedback. Variable commission with goal-oriented feedback translates to a 24.5% rise in revenue, a 19.5% increase in referral value, and a 43.21% lower churn. A cost–benefit analysis reinforces these results.</p>","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":"2014 1","pages":""},"PeriodicalIF":18.2,"publicationDate":"2024-03-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140064334","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 accessor effect: How (and for whom) renters’ lack of perceived brand commitment dilutes brand image 租用者效应：租用者缺乏品牌承诺如何（以及对谁而言）削弱品牌形象

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-03-08 DOI: 10.1007/s11747-024-01006-z

Aaron J. Barnes, Tiffany Barnett White

引用次数: 0

Cobotic service teams and power dynamics: Understanding and mitigating unintended consequences of human-robot collaboration in healthcare services 机器人服务团队和权力动态：了解和减轻人类与机器人在医疗保健服务领域合作的意外后果

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-03-02 DOI: 10.1007/s11747-024-01004-1

Ilana Shanks, Maura L. Scott, Martin Mende, Jenny van Doorn, Dhruv Grewal

{"title":"Cobotic service teams and power dynamics: Understanding and mitigating unintended consequences of human-robot collaboration in healthcare services","authors":"Ilana Shanks, Maura L. Scott, Martin Mende, Jenny van Doorn, Dhruv Grewal","doi":"10.1007/s11747-024-01004-1","DOIUrl":"https://doi.org/10.1007/s11747-024-01004-1","url":null,"abstract":"<p>In cobotic service teams, employees and robots collaborate to serve customers. As cobotic teams become more prevalent, a key question arises: How do consumers respond to cobotic teams, as a function of the roles shared by employees and robots (robots in superordinate roles as team leaders and humans in subordinate roles as assistants, or vice versa)? Six studies, conducted in different healthcare settings, show that consumers respond less favorably to robot-led (vs. human-led) teams. In delineating the process underlying these responses, the authors demonstrate that consumers ascribe less power to robot (vs. human) team leaders, which increases consumer anxiety and drives downstream responses through serial mediation. Further examining the power dynamics in cobotic service encounters, the authors identify boundary conditions that help mitigate negative consumer responses (increasing consumers’ power by letting them choose the robot in the service team, leveraging consumers’ power distance beliefs, and reinforcing the robot’s performance capabilities).</p>","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":"2 1","pages":""},"PeriodicalIF":18.2,"publicationDate":"2024-03-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140015595","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

Soothing the unsatisfied or pleasing the satisfied? The effects of managerial responses to positive versus negative reviews on customer ratings and financial performance 安抚不满意者还是取悦满意者？管理者对正面和负面评论的回应对顾客评分和财务业绩的影响

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-03-01 DOI: 10.1007/s11747-024-01010-3

{"title":"Soothing the unsatisfied or pleasing the satisfied? The effects of managerial responses to positive versus negative reviews on customer ratings and financial performance","authors":"","doi":"10.1007/s11747-024-01010-3","DOIUrl":"https://doi.org/10.1007/s11747-024-01010-3","url":null,"abstract":"<h3>Abstract</h3> <p>Managerial responses (MRs) have gained increasing attention as an important intervention strategy for addressing online customer reviews. This study seeks to answer the question of how a firm should prioritize responding to customers’ positive reviews (MR-P) and negative reviews (MR-N). We examine the differential effect of the MR-P ratio and the MR-N ratio on subsequent customer review ratings and a firm’s financial performance. Our findings show that while the MR-P ratio leads to an increase in subsequent customer review ratings and revenue, the MR-N ratio results in a decrease in customer review ratings and revenue in the short run, but contributes to improvements in these metrics in the long run. Furthermore, we find that the influence of MR-P and MR-N on subsequent review ratings diminishes among firms whose MRs contain highly similar content and firms whose competitors actively create MRs. This research not only advances our understanding of the managerial response literature but also provides valuable guidance for firms seeking to maximize the effectiveness of their MR campaigns.</p>","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":"1 1","pages":""},"PeriodicalIF":18.2,"publicationDate":"2024-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140015603","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

Marketing’s role in promoting dignity and human rights: A conceptualization for assessment and future research 市场营销在促进尊严和人权方面的作用：评估和未来研究的概念化

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-03-01 DOI: 10.1007/s11747-024-01008-x

Cait Lamberton, Tom Wein, Andrew Morningstar, Sakshi Ghai

引用次数: 0

Brand warmth elicits feedback, not complaints 品牌温情引发反馈，而非抱怨

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-03-01 DOI: 10.1007/s11747-024-01009-w

{"title":"Brand warmth elicits feedback, not complaints","authors":"","doi":"10.1007/s11747-024-01009-w","DOIUrl":"https://doi.org/10.1007/s11747-024-01009-w","url":null,"abstract":"<h3>Abstract</h3> <p>Consumers perceive brands on their intended goals that can benefit or harm consumers. These warmth perceptions become consequential when a consumer experiences a product-harm incident. Conventional wisdom suggests that brand warmth may inhibit consumers from reporting such incidents to the brand and/or regulators. However, the authors’ analyses of field data show that brand warmth increases the number of reports of harm incidents. Yet consumers’ underlying motive is to provide feedback rather than complain. Indeed, using machine learning and regressions, and laboratory experiments, the authors demonstrate that brand warmth boosts the proportion of feedback (vs. complaint) reports. Next, they theorize and show that brand warmth induces consumer benevolence, which drives the consumer toward feedback (vs. complaint). Lastly, the authors demonstrate that if managers of a warm brand acknowledge the consumer’s feedback motive in their recovery messages, such acknowledgement enhances consumer satisfaction. The research extends the discipline’s knowledge on how a brand’s warmth perceptions impact consumers’ responses in the aftermath of a product-harm incident and what intervention managers can use in such a context.</p>","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":"36 1","pages":""},"PeriodicalIF":18.2,"publicationDate":"2024-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140015644","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

Revitalizing educational institutions through customer focus 以客户为中心振兴教育机构

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-02-23 DOI: 10.1007/s11747-024-01007-y

Vikas Mittal, Jihye Jung

引用次数: 0

Delivering affordable clean energy to consumers 为消费者提供负担得起的清洁能源

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-02-05 DOI: 10.1007/s11747-024-01003-2

Praveen K. Kopalle, Jesse Burkhardt, Kenneth Gillingham, Lauren S. Grewal, Nailya Ordabayeva

引用次数: 0

(Mis)alignment between facial and textual emotions and its effects on donors engagement behavior in online crowdsourcing platforms (面部情绪与文本情绪之间的（错误）吻合及其对在线众包平台中捐赠者参与行为的影响

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-01-25 DOI: 10.1007/s11747-024-01002-3

Elham Yazdani, Anindita Chakravarty, Jeff Inman

{"title":"(Mis)alignment between facial and textual emotions and its effects on donors engagement behavior in online crowdsourcing platforms","authors":"Elham Yazdani, Anindita Chakravarty, Jeff Inman","doi":"10.1007/s11747-024-01002-3","DOIUrl":"https://doi.org/10.1007/s11747-024-01002-3","url":null,"abstract":"<p>Although textual and facial emotion expressions in prosocial appeals have been studied separately in past research, there has been little work on the misalignment (compared to alignment) between them. Using a multi-method approach comprising experiments and panel data of 6,098 crowdfunding projects from Gofundme, we investigate how emotions expressed in the cover image and the project description interact to increase potential donors’ engagement as measured by metrics relevant to the platform, i.e., donation amount per donor. More specifically, we focus on the misalignment (vs. alignment) between happy and sad facial expressions in images and the positive and negative emotions in the project description. Our empirical analysis shows that misalignment scenarios have a bigger positive impact on the donor’s contributed amount, compared to alignment scenarios. We also show that such a relative impact is heterogeneous and differs based on expressed urgency, beneficiary age, and progress towards donation goal. We make a theoretical contribution via assessing the extent of cognitive processing in misalignment vs alignment cases. We propose situations with a tradeoff such that the extent of cognitive processing of multimodal information content can be reduced due to simultaneous activation of affective processing. Our research provides strategic recommendations for platforms to increase donors’ engagement and platform revenue management.</p>","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":"3 1","pages":""},"PeriodicalIF":18.2,"publicationDate":"2024-01-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139573841","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

Beyond text: Marketing strategy in a world turned upside down 超越文字：颠倒世界中的营销战略

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-01-18 DOI: 10.1007/s11747-023-01000-x

Xin (Shane) Wang, Neil Bendle, Yinjie Pan

引用次数: 0