{"title":"Mental Health Consumption: Tracing the Past and Preparing for the Future in a Digital Age","authors":"Rajeev Kumar Ray, Ishita Vyas, Rajesh Chandwani, Mayank Kumar","doi":"10.1002/cb.70078","DOIUrl":"https://doi.org/10.1002/cb.70078","url":null,"abstract":"<div>\u0000 \u0000 <p>In an era where digital platforms are reshaping healthcare delivery, we have also seen the rise of online platforms for mental health consumption. While the literature on consumer behaviour in an online context is rich, mental health consumption presents a unique context requiring attention to personal health-related dynamics alongside the larger aspect of online consumption. This motivates the current study to conduct a multi-method study for understanding the phenomenon of online mental health consumption. We combine a systematic review of 105 articles (2014–2024) with topic modelling of 168,040 user reviews from mental health applications. We theorise how the logic of choice and care are at work in online mental health consumption. Our findings reveal a complex and dynamic interplay of ‘choice’-related enablers and ‘care’-related inhibitors, shaping online mental health consumption behaviour. While online platforms offer ‘choice’ for consuming mental health services by overcoming traditional barriers related to stigma and accessibility, their uptake at the same time is challenged by the emerging care-related factors such as trust and privacy concerns. An analysis of user reviews further reveals that consumer experiences focus on the service delivery quality, personalised user interfaces and technical platform reliability, which collectively demonstrate how users navigate between autonomous choice making and professional care expectations. This apparent tension between the ‘logics’ in mental health consumption online also informs the larger online consumption behaviour literature about attending to the constantly evolving, often competing logic in online platforms.</p>\u0000 </div>","PeriodicalId":48047,"journal":{"name":"Journal of Consumer Behaviour","volume":"25 1","pages":"444-463"},"PeriodicalIF":5.2,"publicationDate":"2025-11-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145941772","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"When Generative Artificial Intelligence Makes Mistakes: A Hybrid Approach to Service Recovery From “Me” and “You” Perspectives","authors":"Dong Lv, Rui Sun, Qiuhua Zhu, Yue Cheng, Shukun Qin","doi":"10.1002/cb.70080","DOIUrl":"https://doi.org/10.1002/cb.70080","url":null,"abstract":"<div>\u0000 \u0000 <p>Generative artificial intelligence (GenAI) has demonstrated immense application value across various domains owing to its high-quality content generation capabilities. However, avoiding service failures, such as AI hallucinations, remains challenging. Grounded in the dual-process and cognitive appraisal theories of emotions, this study uses event-related potential (ERP) experiments and scenario-based questionnaires as part of a mixed-method approach to investigate the impact of service recovery perspectives (first-person vs. second-person) on users' willingness to forgive. It investigates the moderating effect of service failure severity (minor vs. severe) and the mediating influence of perceived relief. The questionnaire findings reveal that the first-person perspective in service recovery significantly enhances users' perceived relief, thereby increasing their willingness to forgive, especially for severe service failures. The ERP results indicate that first-person service recovery induces larger P2 amplitudes and late positive potential components. This study contributes to the literature on service recovery perspectives and presents a novel research design that integrates subjective observations with objective physiological markers. It provides empirical evidence for designing more effective service recovery strategies for GenAI service providers, promoting the harmonious development of human–computer interactions.</p>\u0000 </div>","PeriodicalId":48047,"journal":{"name":"Journal of Consumer Behaviour","volume":"25 1","pages":"464-483"},"PeriodicalIF":5.2,"publicationDate":"2025-11-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145941770","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Cognitive Load: A Stumbling Block in Successful Crowdfunding","authors":"Lifang Liao, Xia Hou, Chaohong Shen","doi":"10.1002/cb.70073","DOIUrl":"https://doi.org/10.1002/cb.70073","url":null,"abstract":"<div>\u0000 \u0000 <p>Cognitive load, resulting from the substantial information provided in crowdfunding campaigns, is a critical yet easily overlooked factor. Creators often provide abundant product details to attract backers, but the consequence would turn out to be the opposite. Through two experimental studies simulating reward-based crowdfunding scenarios, the results consistently show that higher cognitive load (manipulated via presentation format) negatively affects investment willingness, with emotional responses acting as a mediator. Unexpectedly, reference points have not shown a significant moderating effect in Study1. Study 2 revealed that the insignificant effect of the reference point was due to the existence of an implicit reference point. By integrating cognitive load and emotional mechanisms, we demonstrate that backers' implicit schemas could effectively buffer the negative effect of cognitive load. Practically, creators should increase the logic and clarity of presentation in order to evoke positive emotions, and achieve a higher success rate of crowdfunding.</p>\u0000 </div>","PeriodicalId":48047,"journal":{"name":"Journal of Consumer Behaviour","volume":"25 1","pages":"484-498"},"PeriodicalIF":5.2,"publicationDate":"2025-11-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145941771","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Understanding Attachment to Social Chatbots: The Roles of Loneliness, Self-Disclosure, and Empathy","authors":"Ruoxi Yao, Yafeng Nan","doi":"10.1002/cb.70077","DOIUrl":"https://doi.org/10.1002/cb.70077","url":null,"abstract":"<div>\u0000 \u0000 <p>Benefiting from advances in artificial intelligence technology, social chatbots account for changing the way human–robots socialize, especially improving their psychological state. This paper aims to not only establish the relationship between loneliness and attachment to social chatbots but also explore the affecting mechanism. The methods of machine learning (Study 1) and experiments (Studies 2 and 3) are used to explore and validate the affecting mechanism. The results demonstrate that loneliness can positively promote users' attachment to social chatbots, and this process is mediated by self-disclosure. Furthermore, it is worth noting that perceived empathy moderates not only the effect of loneliness on self-disclosure but also the effect of loneliness on attachment to social chatbots. This research contributes to understanding human–social chatbot dynamics, providing valuable insights for marketers and firms involved in designing coding programs for enhanced user experiences during interactions with social chatbots.</p>\u0000 </div>","PeriodicalId":48047,"journal":{"name":"Journal of Consumer Behaviour","volume":"25 1","pages":"425-443"},"PeriodicalIF":5.2,"publicationDate":"2025-11-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145930857","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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