Journal of Consumer Behaviour最新文献_第2页

The Confidence Boost: How Generative Artificial Intelligence Nudges Consumer Decisions Through Preference Matching 增强信心：生成式人工智能如何通过偏好匹配推动消费者决策

IF 7 3区管理学

Journal of Consumer Behaviour Pub Date : 2026-09-06 Epub Date: 2026-05-17 DOI: 10.1002/cb.70172

Yun Zhang, Caiyan Huang, Luyue Zhang, Xinyao Tian, Qinghong Shuai, Yihan Jin

引用次数: 0

Effect of Chatbot Status on Members' Acceptance of Loyalty Programs: The Mediating Effect of Sense of Dominance 聊天机器人地位对会员忠诚度计划接受度的影响：支配感的中介作用

IF 7 3区管理学

Journal of Consumer Behaviour Pub Date : 2026-09-06 Epub Date: 2026-06-07 DOI: 10.1002/cb.70184

Li-Keng Cheng, Chung-Lin Toung, Cony M. Ho

{"title":"Effect of Chatbot Status on Members' Acceptance of Loyalty Programs: The Mediating Effect of Sense of Dominance","authors":"Li-Keng Cheng, Chung-Lin Toung, Cony M. Ho","doi":"10.1002/cb.70184","DOIUrl":"https://doi.org/10.1002/cb.70184","url":null,"abstract":"<div>\u0000 \u0000 <p>Loyalty programs sell status as much as savings. Yet this status promise is now often delivered by a chatbot rather than a human service employee. This research examines whether the social standing assigned to that chatbot as a subordinate assistant or a peer shapes consumers' loyalty program acceptance. Building on social dominance theory and research on status-conferring loyalty programs, this research proposes that subordinate-status chatbots increase program acceptance by heightening consumers' sense of dominance: A transient, affectively laden state in which consumers feel and perceive themselves as occupying a higher position in the immediate service hierarchy. Across five experiments, subordinate-status chatbots increased consumers' loyalty program acceptance compared with peer-status chatbots. This effect was mediated by sense of dominance and was further supported by a three-level status manipulation that included subordinate, peer, and superior chatbot conditions while controlling for perceived warmth, social presence, and perceived threat. The dominance pathway was not uniform across consumers or contexts. It was stronger among agency-oriented consumers, whose focus on personal achievement makes status-affirming cues especially attractive, but disappeared among communion-oriented consumers, for whom hierarchical cues are less motivationally relevant. In addition, drawing on resource-matching perspectives, the effect emerged only in low-arousal service environments, where consumers had sufficient cognitive resources to register subtle status signals; in high-arousal situations, the influence of chatbot status was neutralized. These findings show that presenting a chatbot as a deferential assistant can increase loyalty program engagement, while also identifying the consumer and situational conditions under which this strategy is most effective.</p>\u0000 </div>","PeriodicalId":48047,"journal":{"name":"Journal of Consumer Behaviour","volume":"25 5","pages":"2556-2571"},"PeriodicalIF":7.0,"publicationDate":"2026-09-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148903664","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}

引用次数: 0

We Are What We Hope to Do: Identity Construction Through Varied and Unique Bucket List Goals 我们是我们希望做的：通过不同和独特的遗愿清单目标构建身份

IF 7 3区管理学

Journal of Consumer Behaviour Pub Date : 2026-09-06 Epub Date: 2026-06-02 DOI: 10.1002/cb.70182

Anna J. Vredeveld, Jeffrey R. Carlson

{"title":"We Are What We Hope to Do: Identity Construction Through Varied and Unique Bucket List Goals","authors":"Anna J. Vredeveld, Jeffrey R. Carlson","doi":"10.1002/cb.70182","DOIUrl":"https://doi.org/10.1002/cb.70182","url":null,"abstract":"<div>\u0000 \u0000 <p>Widely embraced in popular culture and everyday discourse, the bucket list has become a culturally resonant tool for intentional living and identity exploration. Guided by Identity-Based Motivation Theory and Pragmatic Prospection Theory, we examine the roles of bucket lists as identity-driven tools that help consumers construct purpose in life. Using qualitative and quantitative content analysis, Study 1 analyzed 200 user-generated bucket lists (<i>N</i> = 4830 goals) from a popular online platform to examine goal type variety within and across bucket lists. The findings support that most lists feature multiple goal types, suggesting that bucket lists are used to construct and express multifaceted identities. Study 2 surveyed 208 participants with existing bucket lists and found that identity-driven goal construction was significantly positively related to goal type variety and goal uniqueness. Having a wide range of goals was associated with a stronger sense of purpose, and this purpose was associated with higher life satisfaction. Unique goals, by contrast, were not significantly associated with purpose in life but were still related to greater life satisfaction, suggesting a different pattern of association with well-being. These findings extend prior work by demonstrating that bucket lists are associated with psychological well-being by serving as tools for both constructing and expressing unique, multifaceted, and future-oriented identities.</p>\u0000 </div>","PeriodicalId":48047,"journal":{"name":"Journal of Consumer Behaviour","volume":"25 5","pages":"2508-2519"},"PeriodicalIF":7.0,"publicationDate":"2026-09-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148903982","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}

引用次数: 0

Invisible Kitchens, Visible Values: Understanding Consumer Trust and Boundary Formation in Digital Food Experiences 看不见的厨房，看得见的价值：理解数字化食品体验中的消费者信任与边界形成

IF 7 3区管理学

Journal of Consumer Behaviour Pub Date : 2026-09-06 Epub Date: 2026-05-28 DOI: 10.1002/cb.70180

Trang Huong Pham, Adriel K. S. Sim, Chuyen Nguyen, Julien Psomas, Hoang Ngoc Hien

{"title":"Invisible Kitchens, Visible Values: Understanding Consumer Trust and Boundary Formation in Digital Food Experiences","authors":"Trang Huong Pham, Adriel K. S. Sim, Chuyen Nguyen, Julien Psomas, Hoang Ngoc Hien","doi":"10.1002/cb.70180","DOIUrl":"https://doi.org/10.1002/cb.70180","url":null,"abstract":"<p>This research investigates how consumers establish trust in ghost kitchens, a rapidly growing digital service format that eliminates physical interaction and redefines the boundaries of food consumption. Despite their growing popularity, ghost kitchens present a paradox of trust, as the absence of physical premises and direct interaction raises concerns about safety, authenticity, and transparency. Existing research has not sufficiently examined how sustainability awareness, lifestyle fit, and digital experience influence consumer perceptions and trust. This study addresses these gaps by developing an integrated framework to explain how diverse service attributes shape trust formation in digital-only food environments. A sequential exploratory mixed-methods design was employed. Qualitative interviews identified consumer-derived dimensions of trust, followed by quantitative validation using survey data. Grounded in e-commerce trust models, the study conceptualizes ghost kitchen attributes as environmental stimuli influencing consumer trust formation. Six key dimensions emerged as critical to trust formation: personalized preferences, value sensitivity, technology-driven service quality, health and hygiene assurance, quality assurance, and sustainable awareness. These dimensions collectively explain the mechanisms through which consumers negotiate confidence and control in the absence of physical cues. This research extends trust theory into the context of digital gastronomy by conceptualizing ghost kitchens as technology-mediated experiential services. It contributes new consumer-derived constructs, offering a validated multidimensional model of trust formation. The findings provide practical insights for operators and policymakers to enhance customer confidence through personalization, technological transparency, and sustainability integration in online food ecosystems.</p>","PeriodicalId":48047,"journal":{"name":"Journal of Consumer Behaviour","volume":"25 5","pages":"2485-2507"},"PeriodicalIF":7.0,"publicationDate":"2026-09-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://onlinelibrary.wiley.com/doi/epdf/10.1002/cb.70180","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148904395","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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

Chatbot or Human? Rethinking Complaint Handling in Customer Service 聊天机器人还是人类？重新思考客户服务中的投诉处理

IF 7 3区管理学

Journal of Consumer Behaviour Pub Date : 2026-09-06 Epub Date: 2026-06-12 DOI: 10.1002/cb.70185

Alvaro Chacon, Carolina Martinez-Troncoso

{"title":"Chatbot or Human? Rethinking Complaint Handling in Customer Service","authors":"Alvaro Chacon, Carolina Martinez-Troncoso","doi":"10.1002/cb.70185","DOIUrl":"https://doi.org/10.1002/cb.70185","url":null,"abstract":"<div>\u0000 \u0000 <p>AI chatbots face major challenges in managing emotionally charged customer complaints. While they offer scalability, speed, and unlimited availability, they are perceived to be impersonal, particularly in service recovery situations that require empathy. This research examines when and how consumers accept chatbots in complaint-handling contexts and how specific design attributes influence that acceptance. Across four pre-registered studies conducted with student, professional, and online (Prolific) consumer samples, we employ between-subjects and discrete-choice experiments (DCEs) to test preferences for chatbot versus human agents and for chatbot attributes such as response speed, autonomy, and escalation dynamics. Study 1 (<i>N</i> = 200, university participants) suggests that consumers prefer human agents to resolve complaints, even after a chatbot has successfully resolved their issue. Studies 2 and 3 (<i>N</i> = 75 and <i>N</i> = 300, professionals and online consumers) reveal that faster response time significantly increases chatbot acceptance. Study 4 (<i>N</i> = 160, university students) explores chatbot-to-human handovers and illustrates that early, user-initiated transfers are preferred over delayed or those triggered by frustration. Together, the findings show that chatbot-mediated complaint handling alters how justice and coping mechanisms operate in service recovery. Specifically, procedural efficiency can coexist with relational disengagement, and coping-related adaptation becomes visible through behavioral choices enacted during the interaction. By revealing these shifts, the study advances justice and coping theory beyond their human-centric assumptions and offers guidance for designing fairness-oriented hybrid service systems.</p>\u0000 </div>","PeriodicalId":48047,"journal":{"name":"Journal of Consumer Behaviour","volume":"25 5","pages":"2608-2628"},"PeriodicalIF":7.0,"publicationDate":"2026-09-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148903784","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}

引用次数: 0

Inclusive or Inauthentic? Consumer Scepticism Towards LGBTQ-Themed Cause-Related Marketing 包容还是不真实？消费者对lgbtq主题公益营销的怀疑

IF 7 3区管理学

Journal of Consumer Behaviour Pub Date : 2026-09-06 Epub Date: 2026-05-08 DOI: 10.1002/cb.70171

Wilson N. Ndasi

{"title":"Inclusive or Inauthentic? Consumer Scepticism Towards LGBTQ-Themed Cause-Related Marketing","authors":"Wilson N. Ndasi","doi":"10.1002/cb.70171","DOIUrl":"https://doi.org/10.1002/cb.70171","url":null,"abstract":"<p>Cause-related marketing (CRM) is widely used to signal corporate social responsibility and engage ethically motivated consumers, yet its effectiveness remains contested in identity-sensitive domains such as LGBTQ inclusion. Drawing on Social Identity Theory and Attribution Theory, this research examines how LGBTQ cause identification, perceived corporate motives and campaign scepticism jointly shape consumer responses to inclusive CRM. A within-subject experimental survey conducted in the United Kingdom exposed participants to two CRM conditions—an LGBTQ-themed campaign and an identity-neutral mental-health campaign—enabling comparison of identity-salient and neutral contexts within the same session. Results show that LGBTQ cause identification predicts stronger purchase intention in the LGBTQ-themed condition, with effects operating through higher perceived altruistic motives and lower campaign scepticism and varying by gender. In contrast, identity effects attenuate in the neutral condition, where demographic differences, particularly gender and generational cohort, remain more salient. The findings indicate that consumer engagement with inclusive CRM depends on identity salience and attributional inferences regarding corporate motives, alongside enduring demographic predispositions. This study advances understanding of motive attribution and scepticism in inclusive CRM and offers guidance for firms seeking to engage with identity-linked causes in ways that resonate with diverse consumer segments.</p>","PeriodicalId":48047,"journal":{"name":"Journal of Consumer Behaviour","volume":"25 5","pages":"2306-2320"},"PeriodicalIF":7.0,"publicationDate":"2026-09-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://onlinelibrary.wiley.com/doi/epdf/10.1002/cb.70171","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148904127","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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

The Matching Effect of Online Platform Coercive Influence Strategies and Information Sensitivity on Consumers' Willingness to Disclose Information 网络平台强制影响策略与信息敏感性对消费者信息披露意愿的匹配效应

IF 7 3区管理学

Journal of Consumer Behaviour Pub Date : 2026-09-06 Epub Date: 2026-05-20 DOI: 10.1002/cb.70177

Chen Xinyu, Nie Chunyan, Wang Yu, Wang Tao

{"title":"The Matching Effect of Online Platform Coercive Influence Strategies and Information Sensitivity on Consumers' Willingness to Disclose Information","authors":"Chen Xinyu, Nie Chunyan, Wang Yu, Wang Tao","doi":"10.1002/cb.70177","DOIUrl":"https://doi.org/10.1002/cb.70177","url":null,"abstract":"<div>\u0000 \u0000 <p>We investigate how online platforms that align coercive influence strategies with the sensitivity of requested information affect consumer willingness to disclose information. Grounded in self-determination theory, we propose a framework to test this matching effect and its conjoint influence on consumer disclosure behavior. We conduct three experiments in the context of websites and apps to validate our hypotheses empirically. Study 1 uses behaviorally measured dependent variables, whereas Studies 2 and 3 use scale-measured dependent variables. The results of Studies 1 and 2 indicate that, compared to mismatch combinations, matched conditions—low coercion with low sensitivity and high coercion with high sensitivity—lead to significantly higher willingness to disclose. Study 3 further demonstrates that these matching effects are independently mediated by perceived autonomy and relatedness, which function as parallel mediators in the model. These findings offer meaningful insights for online platforms that can help them refine their information collection strategies to balance consumer privacy concerns with the demand for personalized services.</p>\u0000 </div>","PeriodicalId":48047,"journal":{"name":"Journal of Consumer Behaviour","volume":"25 5","pages":"2439-2459"},"PeriodicalIF":7.0,"publicationDate":"2026-09-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148904300","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}

引用次数: 0

Trading NFTs Better: How Transaction History Influences Consumers' Value Perception of NFTs 更好地交易nft：交易历史如何影响消费者对nft的价值感知

IF 7 3区管理学

Journal of Consumer Behaviour Pub Date : 2026-09-06 Epub Date: 2026-05-13 DOI: 10.1002/cb.70174

Zhichen Hu, Baolong Ma, Rubing Bai

{"title":"Trading NFTs Better: How Transaction History Influences Consumers' Value Perception of NFTs","authors":"Zhichen Hu, Baolong Ma, Rubing Bai","doi":"10.1002/cb.70174","DOIUrl":"https://doi.org/10.1002/cb.70174","url":null,"abstract":"<div>\u0000 \u0000 <p>The Non-Fungible Token (NFT) market exhibits sustained activity, with secondary trading accounting for the majority of overall volume and creator revenue in recent years. Unlike primary mints of untraded NFTs, secondary purchases involve tokens with established ownership transfer histories recorded transparently and immutably on the blockchain. This study examines how these transaction histories shape consumers' value perceptions and purchase intentions. Based on a social value lens and cue-utilization theory, we propose that transaction histories serve as diagnostic cues signaling perceived popularity, thereby enhancing social value and driving purchase intentions. Three preregistered experiments with NFT-experienced participants support this framework. We find that traded (vs. untraded) NFTs elicit higher purchase intentions, an effect that emerges even with a single prior transaction and does not significantly increase with more transactions (Study 1). This relationship is serially mediated by perceived popularity and social value (Study 2). Furthermore, the effect is stronger when transaction histories are recent (vs. outdated) (Study 3). These findings highlight the psychological mechanisms underlying secondary market dominance in NFTs, emphasizing verifiable transaction records as key to fostering perceived community endorsement in liquid digital consumption contexts. The results offer implications for NFT ecosystem strategies, such as prioritizing active trading to sustain social value and long-term viability.</p>\u0000 </div>","PeriodicalId":48047,"journal":{"name":"Journal of Consumer Behaviour","volume":"25 5","pages":"2342-2353"},"PeriodicalIF":7.0,"publicationDate":"2026-09-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148903705","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}

引用次数: 0

Crafting Influence: A Systematic Review on Social Media Influencers Video Content 制作影响力：对社交媒体影响者视频内容的系统回顾

IF 7 3区管理学

Journal of Consumer Behaviour Pub Date : 2026-09-06 Epub Date: 2026-05-20 DOI: 10.1002/cb.70176

Shikha Gupta, Amit Singh, Anuj Kapoor

{"title":"Crafting Influence: A Systematic Review on Social Media Influencers Video Content","authors":"Shikha Gupta, Amit Singh, Anuj Kapoor","doi":"10.1002/cb.70176","DOIUrl":"https://doi.org/10.1002/cb.70176","url":null,"abstract":"<div>\u0000 \u0000 <p>Social media influencers (SMIs) increasingly use video content as a persuasive tool, shaping consumer perceptions, attitudes, and behaviors in the digital marketplace. Despite this growing influence, research examining SMIs' video content and its impact on consumer behavior remains fragmented. To address this gap, the present study systematically reviews 112 peer-reviewed articles using the TCCM (Theory–Context–Characteristics–Method) framework, complemented by a multi-method approach that integrates topic modeling with in-depth interviews to identify underlying themes. Combining insights from academic literature and practitioner perspectives, this study offers a comprehensive understanding of how SMIs' video content influences consumer behavior. The findings reveal a sharp increase in publications since 2020, with YouTube and TikTok emerging as dominant platforms and China and the United States as key research contexts. Persuasion and parasocial interaction theories are the primary theoretical anchors, while trust, authenticity, and engagement consistently emerge as critical constructs. The field remains quantitative mainly, though interest in computational and multi-method approaches is growing. This literature review presents a thorough understanding of how SMIs' video content impacts consumer behavior and offers future research directions.</p>\u0000 </div>","PeriodicalId":48047,"journal":{"name":"Journal of Consumer Behaviour","volume":"25 5","pages":"2414-2438"},"PeriodicalIF":7.0,"publicationDate":"2026-09-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148904299","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}

引用次数: 0

From Misaligned Clocks to Visual Simplicity: Social Jetlag, Cognitive Depletion, and Preference for Minimalist Aesthetics 从错位的时钟到视觉简洁：社会时差、认知耗竭和对极简美学的偏好

IF 7 3区管理学

Journal of Consumer Behaviour Pub Date : 2026-07-05 Epub Date: 2026-03-12 DOI: 10.1002/cb.70146

Zijian Zhu, Congsi Guo

引用次数: 0