Journal of the Academy of Marketing Science最新文献_第7页

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

Dynamic interplays between online reviews and marketing promotions 在线评论与营销推广之间的动态相互作用

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-05-22 DOI: 10.1007/s11747-024-01025-w

Yufei Zhang, Clay M. Voorhees, G. Tomas M. Hult

引用次数: 0

Turning the wheels of engagement: Evidence from entertainment live streaming 转动参与的车轮：来自娱乐直播的证据

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-05-16 DOI: 10.1007/s11747-024-01020-1

Xiaofei Song, Mengyao Fu, Jie Fang, Zhao Cai, Chee-Wee Tan, Eric Tze Kuan Lim, Alain Yee Loong Chong

{"title":"Turning the wheels of engagement: Evidence from entertainment live streaming","authors":"Xiaofei Song, Mengyao Fu, Jie Fang, Zhao Cai, Chee-Wee Tan, Eric Tze Kuan Lim, Alain Yee Loong Chong","doi":"10.1007/s11747-024-01020-1","DOIUrl":"https://doi.org/10.1007/s11747-024-01020-1","url":null,"abstract":"Influencers (e.g., live streamers) earn gratuities from engaging customers, a phenomenon that we label as engagement monetization. Although scholars have advocated a process view of customer engagement, they tend to accentuate unidirectional transitions from low- to high-engagement-level states. This constrains influencers’ understanding of customer engagement, which in turn inhibits their ability to both trigger profitable states of engagement as well as prevent deteriorating states of engagement from manifesting. To this end, we extend extant literature by conceptualizing customer engagement as an emergent process that embodies engagement states and engagement transitions. Empirically, we conduct an illustrative study in the context of entertainment live streaming and subscribe to the Markov chain method to showcase how customer engagement transition can be modeled. Based on 91,148 engagement records, we scrutinize the effects of influencers’ scheduling strategy on engagement transitions and viewers’ gratuities using the Multilevel Linear Model (MLM). Findings yield practical implications for influencers in terms of how live streaming sessions can be strategically scheduled to bolster customer engagement and monetization opportunities.","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":"66 1","pages":""},"PeriodicalIF":18.2,"publicationDate":"2024-05-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140949754","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 bad-influencer effect: Indulgence undermines social connection 不良影响者效应：放纵破坏社交联系

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-05-09 DOI: 10.1007/s11747-024-01024-x

Jessica Gamlin, Maferima Touré-Tillery

{"title":"The bad-influencer effect: Indulgence undermines social connection","authors":"Jessica Gamlin, Maferima Touré-Tillery","doi":"10.1007/s11747-024-01024-x","DOIUrl":"https://doi.org/10.1007/s11747-024-01024-x","url":null,"abstract":"This research tested the “bad influencer” effect, whereby consumers are less willing to connect with people on social media who post about their indulgence (vs. self-control) with respect to the goals valued by those consumers. We present six studies that test the bad-influencer effect across multiple domains involving indulgence (vs. self-control): eating indulgent (vs. healthy) foods, spending time mindlessly (vs. mindfully), and using profane (vs. proper) language. Our findings show consumers are less willing to connect with people whose social media posts appear indulgent (vs. self-controlled) because they believe such posters will more negatively influence their own valued goals (i.e., interpersonal instrumentality expectations). We further identify two theoretically derived moderators of the bad-influencer effect: goal commitment amplifies the effect, whereas goal suppression attenuates the effect. Finally, we show that willingness to connect (WTC) has downstream consequences for consumers’ receptivity to word-of-mouth (WOM) recommendations made by posters. Our research suggests that content creators and marketing managers seeking to maximize connections should avoid sharing content that appears indulgent with respect to their target audience’s goals.","PeriodicalId":17194,"journal":{"name":"Journal of the Academy of Marketing Science","volume":"117 1","pages":""},"PeriodicalIF":18.2,"publicationDate":"2024-05-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140895732","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 show must go on: The role of contract frames in safeguarding relationship continuity 演出必须继续：合同框架在保障关系连续性中的作用

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-05-07 DOI: 10.1007/s11747-024-01023-y

Erik Mooi, Qiong Wang, Steven Seggie, Sandy D. Jap

引用次数: 0

The impact of corporate social irresponsibility on prosocial consumer behavior 企业不承担社会责任对消费者亲社会行为的影响

IF 18.2 1区管理学

Journal of the Academy of Marketing Science Pub Date : 2024-04-25 DOI: 10.1007/s11747-024-01021-0

Sumin Kim, Hongwei He, Anders Gustafsson

引用次数: 0