Journal of Interactive Marketing最新文献_第2页

EXPRESS: Schadenfreude and Sympathy: Observer Reactions to Malicious Joy During Social Media Service Recovery 快讯幸灾乐祸与同情：社交媒体服务恢复期间观察者对恶意欢乐的反应

IF 11.8 1区管理学

Journal of Interactive Marketing Pub Date : 2024-03-28 DOI: 10.1177/10949968241246252

T. Bacile, A. B. Elmadağ, Mehmet Okan, Denitsa Dineva, A. Rynarzewska

{"title":"EXPRESS: Schadenfreude and Sympathy: Observer Reactions to Malicious Joy During Social Media Service Recovery","authors":"T. Bacile, A. B. Elmadağ, Mehmet Okan, Denitsa Dineva, A. Rynarzewska","doi":"10.1177/10949968241246252","DOIUrl":"https://doi.org/10.1177/10949968241246252","url":null,"abstract":"Complex social dynamics occur when complaints are voiced on firms’ social media channels. In combination, a complainer criticizes a firm, which may be responded to uncivilly by different online personas, i.e., Internet trolls or loyal customers, with virtually-present observers watching how a firm responds. This research examines customer-to-customer (C2C) uncivil commentary from troll persona and loyal customer persona comments perceived by observers to elicit schadenfreude: malicious joy due to another’s adverse event. Three studies show how C2C schadenfreude targeting a complainer elicits sympathy from observers, which influences observers’ future purchase intent. A preliminary study’s online content analysis using field data shows the frequency of C2C schadenfreude during social media service recovery. Study 2 uncovers moderated mediation of C2C schadenfreude-sympathy-purchase intent, with loyal customer persona comments producing more observer sympathy than troll persona comments. Study 3 finds the harmful effect of observer sympathy on purchase intent varies based on how or if a firm addresses the C2C dialogue. Taken altogether, this research uses a novel cognition (perceived schadenfreude from another’s comment), lesser-studied emotion in marketing (sympathy), and is the first marketing-related work to incorporate backlash theory from organizational management to exemplify how loyal customer comments produce a backlash effect in observers.","PeriodicalId":48260,"journal":{"name":"Journal of Interactive Marketing","volume":null,"pages":null},"PeriodicalIF":11.8,"publicationDate":"2024-03-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140372213","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

An Intervention for Increasing Intention to Post Online Customer Reviews 提高发布在线客户评论意愿的干预措施

IF 11.8 1区管理学

Journal of Interactive Marketing Pub Date : 2024-03-15 DOI: 10.1177/10949968241228198

Seungjoo Yang, J. Kruschke

引用次数: 0

To Tell, Not to Yell: The Effect of Writer's Intents on Readers’ Perceived Helpfulness of Online Product Reviews 要讲，不要骂：作者意图对读者感知在线产品评论有用性的影响

IF 11.8 1区管理学

Journal of Interactive Marketing Pub Date : 2024-02-25 DOI: 10.1177/10949968231223924

Barbara Briers, Xzavier He, Lien Lamey

{"title":"To Tell, Not to Yell: The Effect of Writer's Intents on Readers’ Perceived Helpfulness of Online Product Reviews","authors":"Barbara Briers, Xzavier He, Lien Lamey","doi":"10.1177/10949968231223924","DOIUrl":"https://doi.org/10.1177/10949968231223924","url":null,"abstract":"Perceived review helpfulness has been investigated extensively; however, the influence of the review writer's intents behind a review has not been considered. This study investigates the effect of the writer's intents to provide information, express emotions, or call for action on reviews’ helpfulness, thereby bridging the gap between the writer's perspective and the reader's perspective. The writer's intents are operationalized through speech acts, an implicit, yet systematic, approach in which the intents of the writer are captured at the linguistic level, that is, how things are said. A unique parallel approach based on both readers’ perceptions and linguistic theory is used to operationalize the speech acts. This approach allows multiple speech acts per sentence, and it can estimate the influence of each speech act separately. The results show that assertive acts positively impact review helpfulness, whereas expressive and call-for-action acts have a negative effect. This confirms previous literature showing that the major drivers of review helpfulness are often related to information delivery. In this research, the idea that consumers like reviews with accurate information is detected at the level of the writer's intent, which is new in the context of text analysis to assess online review helpfulness.","PeriodicalId":48260,"journal":{"name":"Journal of Interactive Marketing","volume":null,"pages":null},"PeriodicalIF":11.8,"publicationDate":"2024-02-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140432820","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

Showing or Hiding? The Impact of Visibility of General Conditions of Use on Retargeted Ad Intrusiveness and Perceived Ethicality of Mobile Apps 显示还是隐藏？一般使用条件的可见性对移动应用程序重定向广告侵入性和感知道德性的影响

IF 11.8 1区管理学

Journal of Interactive Marketing Pub Date : 2024-02-11 DOI: 10.1177/10949968231221472

Jean-François Toti, Nadia Steils

{"title":"Showing or Hiding? The Impact of Visibility of General Conditions of Use on Retargeted Ad Intrusiveness and Perceived Ethicality of Mobile Apps","authors":"Jean-François Toti, Nadia Steils","doi":"10.1177/10949968231221472","DOIUrl":"https://doi.org/10.1177/10949968231221472","url":null,"abstract":"Although it is legally required to have consumers’ consent to collect and use their personal data for retargeting practices, managers ignore how to design and communicate about privacy policies to drive subsequent acceptance of personalized advertising. Hence, this research examines the impact of the visibility of general conditions of use (GCU) on consumers’ perception of retargeting practices (perceived ethicality and ad intrusiveness) through the lens of attribution theory. Using seven empirical studies, the findings support that having highly visible GCU decreases consumers’ attribution of the responsibility for receiving retargeted advertising to the company. The thereby increased attribution to customers’ own responsibility, in turn, reduces perceived intrusiveness of in-app advertising and increases the perceived ethicality of the company. This relationship is moderated by their privacy concerns and the reminder of GCU acceptance at a different point during the mobile app usage. Results contribute to the online interactive marketing literature by investigating consumers’ subsequent acceptance of data usage and their ethical perception depending on GCU design and configurations.","PeriodicalId":48260,"journal":{"name":"Journal of Interactive Marketing","volume":null,"pages":null},"PeriodicalIF":11.8,"publicationDate":"2024-02-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139845490","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

Showing or Hiding? The Impact of Visibility of General Conditions of Use on Retargeted Ad Intrusiveness and Perceived Ethicality of Mobile Apps 显示还是隐藏？一般使用条件的可见性对移动应用程序重定向广告侵入性和感知道德性的影响

IF 11.8 1区管理学

Journal of Interactive Marketing Pub Date : 2024-02-11 DOI: 10.1177/10949968231221472

Jean-François Toti, Nadia Steils

{"title":"Showing or Hiding? The Impact of Visibility of General Conditions of Use on Retargeted Ad Intrusiveness and Perceived Ethicality of Mobile Apps","authors":"Jean-François Toti, Nadia Steils","doi":"10.1177/10949968231221472","DOIUrl":"https://doi.org/10.1177/10949968231221472","url":null,"abstract":"Although it is legally required to have consumers’ consent to collect and use their personal data for retargeting practices, managers ignore how to design and communicate about privacy policies to drive subsequent acceptance of personalized advertising. Hence, this research examines the impact of the visibility of general conditions of use (GCU) on consumers’ perception of retargeting practices (perceived ethicality and ad intrusiveness) through the lens of attribution theory. Using seven empirical studies, the findings support that having highly visible GCU decreases consumers’ attribution of the responsibility for receiving retargeted advertising to the company. The thereby increased attribution to customers’ own responsibility, in turn, reduces perceived intrusiveness of in-app advertising and increases the perceived ethicality of the company. This relationship is moderated by their privacy concerns and the reminder of GCU acceptance at a different point during the mobile app usage. Results contribute to the online interactive marketing literature by investigating consumers’ subsequent acceptance of data usage and their ethical perception depending on GCU design and configurations.","PeriodicalId":48260,"journal":{"name":"Journal of Interactive Marketing","volume":null,"pages":null},"PeriodicalIF":11.8,"publicationDate":"2024-02-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139785724","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

Resonance of Review Behavior: Will People Follow in Their Friends’ Footsteps? 评论行为的共鸣：人们会追随朋友的脚步吗？

IF 11.8 1区管理学

Journal of Interactive Marketing Pub Date : 2024-02-07 DOI: 10.1177/10949968231219973

Zhaoyang Yu, Zili Zhang, Robert T. Law, Ziqiong Zhang

{"title":"Resonance of Review Behavior: Will People Follow in Their Friends’ Footsteps?","authors":"Zhaoyang Yu, Zili Zhang, Robert T. Law, Ziqiong Zhang","doi":"10.1177/10949968231219973","DOIUrl":"https://doi.org/10.1177/10949968231219973","url":null,"abstract":"This study investigates factors affecting users’ review behavior on electronic word-of-mouth platforms, with a focus on the motivating influence of friends’ review contributions. Drawing on the theory of competitive altruism, the authors analyze how users perceive reputation-related competition on a platform. They additionally identify attributes related to friends, users, and companies that influence users’ review contributions. The authors obtained data from Yelp and constructed a data set of more than two million user–restaurant–week triads for analysis. The findings suggest that amateur friends’ reviews more strongly affect a user's likelihood of reviewing than expert friends’ reviews. In addition, users who have gained expert status are less influenced by their friends’ reviews than amateur users. As users’ review experience and social reach increase, the roles of friends’ reviews diminish when a person has a lower status than their friends. Moreover, the motivations stay focused on the reviewed company and do not spill over to other companies even when the motivations are recurring and prolonged. Following expert friends leads to user reviews that are more readable. Competing with low-status friends can afford users a reputational advantage particularly when these users have a higher status.","PeriodicalId":48260,"journal":{"name":"Journal of Interactive Marketing","volume":null,"pages":null},"PeriodicalIF":11.8,"publicationDate":"2024-02-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139854833","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

Resonance of Review Behavior: Will People Follow in Their Friends’ Footsteps? 评论行为的共鸣：人们会追随朋友的脚步吗？

IF 11.8 1区管理学

Journal of Interactive Marketing Pub Date : 2024-02-07 DOI: 10.1177/10949968231219973

Zhaoyang Yu, Zili Zhang, Robert T. Law, Ziqiong Zhang

{"title":"Resonance of Review Behavior: Will People Follow in Their Friends’ Footsteps?","authors":"Zhaoyang Yu, Zili Zhang, Robert T. Law, Ziqiong Zhang","doi":"10.1177/10949968231219973","DOIUrl":"https://doi.org/10.1177/10949968231219973","url":null,"abstract":"This study investigates factors affecting users’ review behavior on electronic word-of-mouth platforms, with a focus on the motivating influence of friends’ review contributions. Drawing on the theory of competitive altruism, the authors analyze how users perceive reputation-related competition on a platform. They additionally identify attributes related to friends, users, and companies that influence users’ review contributions. The authors obtained data from Yelp and constructed a data set of more than two million user–restaurant–week triads for analysis. The findings suggest that amateur friends’ reviews more strongly affect a user's likelihood of reviewing than expert friends’ reviews. In addition, users who have gained expert status are less influenced by their friends’ reviews than amateur users. As users’ review experience and social reach increase, the roles of friends’ reviews diminish when a person has a lower status than their friends. Moreover, the motivations stay focused on the reviewed company and do not spill over to other companies even when the motivations are recurring and prolonged. Following expert friends leads to user reviews that are more readable. Competing with low-status friends can afford users a reputational advantage particularly when these users have a higher status.","PeriodicalId":48260,"journal":{"name":"Journal of Interactive Marketing","volume":null,"pages":null},"PeriodicalIF":11.8,"publicationDate":"2024-02-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139794761","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

How Important Is Word of Mouth? Development, Validation, and Application of a Scale 口碑有多重要？量表的开发、验证和应用

IF 11.8 1区管理学

Journal of Interactive Marketing Pub Date : 2024-01-23 DOI: 10.1177/10949968231215362

Jan-Michael Becker, F. Völckner, Henrik Sattler

{"title":"How Important Is Word of Mouth? Development, Validation, and Application of a Scale","authors":"Jan-Michael Becker, F. Völckner, Henrik Sattler","doi":"10.1177/10949968231215362","DOIUrl":"https://doi.org/10.1177/10949968231215362","url":null,"abstract":"Companies spend large amounts of money to induce word of mouth (WOM) and spread it among consumers. This research introduces the concept of “WOM relevance,” which measures the importance of WOM for consumers’ purchase-decision process in a specific category. It uses three studies to develop and validate a parsimonious scale to measure WOM relevance at the consumer level across various product categories and different types of WOM, and applies the scale in an additional set of five studies. Specifically, this research disentangles the consumer-level and category components of WOM relevance; shows that the consumer-level variation is (much) larger than the category-level variation; and provides insights into differences in WOM relevance across categories, consumers, and WOM types. It also empirically shows that electronic WOM relevance relates to consumers’ search behavior and consideration-set formation in an online-shopping environment. Furthermore, it demonstrates that the proposed scale predicts choices as well as a more sophisticated choice model does. Finally, this research shows that WOM relevance influences not only consumers’ own purchase-decision process but also their intentions to retransmit others’ WOM messages.","PeriodicalId":48260,"journal":{"name":"Journal of Interactive Marketing","volume":null,"pages":null},"PeriodicalIF":11.8,"publicationDate":"2024-01-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139603641","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

When Post Hoc Explanation Knocks: Consumer Responses to Explainable AI Recommendations 当事后解释来敲门时：消费者对可解释人工智能推荐的反应

IF 11.8 1区管理学

Journal of Interactive Marketing Pub Date : 2023-12-07 DOI: 10.1177/10949968231200221

Changdong Chen, Allen Ding Tian, Ruochen Jiang

{"title":"When Post Hoc Explanation Knocks: Consumer Responses to Explainable AI Recommendations","authors":"Changdong Chen, Allen Ding Tian, Ruochen Jiang","doi":"10.1177/10949968231200221","DOIUrl":"https://doi.org/10.1177/10949968231200221","url":null,"abstract":"Artificial intelligence (AI) recommendations are becoming increasingly prevalent, but consumers are often reluctant to trust them, in part due to the “black-box” nature of algorithm-facilitated recommendation agents. Despite the acknowledgment of the vital role of interpretability in consumer trust in AI recommendations, it remains unclear how to effectively increase interpretability perceptions and consequently enhance positive consumer responses. The current research addresses this issue by investigating the effects of the presence and type of post hoc explanations in boosting positive consumer responses to AI recommendations in different decision-making domains. Across four studies, the authors demonstrate that the presence of post hoc explanations increases interpretability perceptions, which in turn fosters positive consumer responses (e.g., trust, purchase intention, and click-through) to AI recommendations. Moreover, they show that the facilitating effect of post hoc explanations is stronger in the utilitarian (vs. hedonic) decision-making domain. Further, explanation type modulates the effectiveness of post hoc explanations such that attribute-based explanations are more effective in enhancing trust in the utilitarian decision-making domain, whereas user-based explanations are more effective in the hedonic decision-making domain.","PeriodicalId":48260,"journal":{"name":"Journal of Interactive Marketing","volume":null,"pages":null},"PeriodicalIF":11.8,"publicationDate":"2023-12-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138590307","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: 1

The Effects of Comparative Reviews on Product Sales 比较性评论对产品销售的影响

IF 11.8 1区管理学

Journal of Interactive Marketing Pub Date : 2023-11-15 DOI: 10.1177/10949968231196578

Min Zhang, Yuzhuo Li, Lin Sun, G. A. Wang, Jiangang Du

{"title":"The Effects of Comparative Reviews on Product Sales","authors":"Min Zhang, Yuzhuo Li, Lin Sun, G. A. Wang, Jiangang Du","doi":"10.1177/10949968231196578","DOIUrl":"https://doi.org/10.1177/10949968231196578","url":null,"abstract":"Consumers increasingly rely on online reviews to make their purchase decisions. Drawing from linguistics and sociology research, the authors posit that comparative reviews, which highlight the similarities and differences between a focal product and its alternatives, may influence consumers’ regulation systems and perceived credibility, thereby affecting product sales. The authors examined 61,480 reviews on e-commerce platforms to explore the effects of comparative reviews and their valence on product sales. By using a supervised learning approach, they identified positive and negative comparative reviews, as well as positive and negative regular reviews, and then applied a two-way fixed-effects model. The results show that comparative reviews positively impacted product sales. Specifically, positive comparative reviews had a greater effect than positive regular reviews, whereas negative comparative reviews had a lesser absolute effect than negative regular reviews on product sales. Moreover, positive comparative reviews exerted a greater absolute effect than negative ones. A follow-up controlled lab study further substantiated the authors’ results and insights. The findings offer new insights and practical guidance for marketers and practitioners in promoting more comparative review posts and optimizing online review presentations.","PeriodicalId":48260,"journal":{"name":"Journal of Interactive Marketing","volume":null,"pages":null},"PeriodicalIF":11.8,"publicationDate":"2023-11-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139271997","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