The paper suggests that consumers and their behaviors deserve more attention in our field. After a few website references and after a brief literature review of recent business ethics and consumer behavior literature conceptual frameworks are suggested. As an open end, the paper contains some empirical references, related to consumer honesty, tax loyalty and to motives for buying organic food, and suggests the development of a consumer morality measurement instrument.

Consumer driven and globally competitive financial markets are crucial for the future prosperity of the Finnish society (Laitamäki, Lehti and Paasio 1996). The largest transfer of wealth in history is currently taking place as Baby Boomers (born 1946-1964) prepare for their retirement and inherit the assets of the previous generation. Due to cognitive limitations and emotional biases these consumers don’t always make rational decisions with financial services. This conceptual study addresses irrational financial consumer behavior and its impact (...) on the Finnish business and society. The study focuses on two research questions: 1) What type of behavioral finance concepts explain irrational consumer behavior? 2) What are the implications of these behaviors for the Finnish business and society? The purpose of this study is to assist individual consumers, business leaders and policy makers in making better financial services related decisions in Finland. The need for better decisions has been illustrated during Finnish and international financial crises including the US sub-prime loan turmoil in 2008. (shrink)

Bottled water drains natural resources and harms the environment. Yet, sometimes conference attendees rely on bottled water for the sake of convenience. Thispaper, summarizing our interactive session, outlines the issues associated with the manufacture, distribution, and disposal of bottled water. Next, we present results of the Bottled Water Challenge, summarizing attendees ideas for reducing the use of bottled water at IABS. Finally, we outline how the Bottled Water Challenge can be adapted for other instructional uses.

The concept of ?ethical consumer behavior? has gained significant attention among practitioners and academic researchers, generating increasing but disjointed knowledge on the topic. By analyzing the empirical research on ethical consumer behavior, this article provides researchers with a map to guide future research. In total, we review 80 studies. The main contributions of the article include the identification of the main trends in the ethical consumer literature and the conceptualization of ethical consumer behavior. (...) In addition, several areas for future research are proposed and discussed. (shrink)

The huge amounts spent on store security and crime prevention worldwide, not only costs international businesses, but also amounts to a hidden tax on those law-binding consumers who bear higher prices. Most previous research has focused on shoplifting and ignored many other ways in which consumers cheat businesses. Using a hybrid of both qualitative research and survey approaches in four countries, an index of 37 activities was developed to examine consumers’ unethical activities across UK, US, France, and Austria. The findings (...) indicate that around three quarters of consumers in all four countries can be classified as heavy offenders for these minor cheats. The paper argues that government agencies, marketers, and retailers should adopt more pro-active preventative approaches, rather than reactive loss limitation measures to combat unethical behavior. (shrink)

In this study, we conducted two experiments to examine the effect of relationship commitment on the reaction of shoppers to receiving too much change, controlling for the amount of excess change. Hypotheses based on equity theory, opportunism and guilt were set up and tested. The first study showed that, when the less committed consumer is confronted with a large excess of change, he/she is less likely to report this mistake, compared with a small excess. Conversely, consumers with a high (...) commitment towards the retailer are more likely to tell when they receive too much change, especially when the amount is large. The second experiment provided an explanation for these findings: the less committed consumer is driven by opportunism, whereas guilt-related feelings play an important role in a high commitment relationship. These results have several implications for both retail management and future research. (shrink)

Consumers occasionally buy commodity products without much thought but purchase high involvement products or services after rigorous information collection and detailed comparisons of the different options. At the core, research on consumer behavior comprises studies on the cognitive processes involved in consumer purchasing decisions and the way buying decisions are made. The discipline of consumer research and marketing has remained dominated by positivist, empiricist, and realist philosophies. Since consumer behaviour is a social phenomenon, the researchers (...) have used logical positivist and interpretivist philosophies to study and develop various theories about consumer behaviour. However, both of these philosophies have inherent limitations to capture the complete knowledge of consumer reality. Pragmatist philosophy is capable of providing solutions to real-life problems by starting with research question and exploring the issues from multiple perspectives. It is, therefore, suggested to explore the various aspects of consumer behaviour research from a pragmatist perspective and contribute more effective information to the body of knowledge in this discipline. (shrink)

Under the hit of the epidemic, an increasing number of young people exchange and purchase goods by watching and resorting to mobile short video advertisements. Therefore, it is of great significance to explore the influence mechanism of mobile short video advertising on the consumption behavior of young people. This study develops a theoretical framework including fashion, socialization, entertainment, personalization, brand, psychological needs, satisfaction, and consumption behavior using a stimulus–organism–response (SOR) theory. The data from 332 young people using mobile (...) short video advertising revealed that psychological needs exerted significant impacts on satisfaction, mediating the advertisements, and consumer satisfaction. The attributes of advertising, including fashion, socialization, entertainment, personalization, and branding, significantly promote young people’s psychological needs and satisfaction. In addition, satisfaction affects consumer behavior, and in the same manner, fashion and brand attribute directly impact consumer satisfaction. (shrink)

Ideally, pro-environmental consumer behavior leads to a lower impact on the environment. However, due to negative behavioral spillovers environmentally friendly behavior could lead to an overall higher environmental impact if subsequent environmentally unfriendly behavior occurs. In this exploratory interview study we focused on two pathways leading to negative spillover: a psychological path and an economic path. We wanted to gain insight into people’s motivations to behave environmentally unfriendly and to explore people’s level of awareness of both (...) pathways. Our results indicate that pro-environmental behaviors that are associated with higher effort are performed less frequently, and that when people do not perform these behaviors they associate them with higher effort levels. When people perceive behaviors as more effortful they increasingly seem to use arguments to motivate and rationalize why performing the behavior is difficult or impossible. Moreover, we found that although some people can imagine that moral licensing and rebound effects could occur and can provide examples from their own lives, most people assess these concepts as not rational. People seem unaware of the relation between a first pro-environmental behavior and a subsequent behavior, and therefore inconsistencies in behavior go unnoticed. As people are good at rationalizing why they do not perform specific PEBs, they in general feel satisfied with their own pro-environmental actions. In order to discourage negative spillovers, we describe a number of approaches and research ideas aimed at taking away the grounds for rationalization. (shrink)

Seeking integration of drug consumption research by a theory of memory function and emphasizing drug consumption rather than addiction, Müller & Schumann (M&S) treat drug self-administration as part of a general pattern of consumption. This insight is located within a more comprehensive framework for understanding drug use as consumer behavior that explicates the reinforcement contingencies associated with modes of drug consumption.

Terror may have dire implications for the public’s behavior. According to Kirschenbaum :1–33, 2006), in order to minimize the expected impact of a terror incident the public has to adopt a “survival strategy”. According to the underlying research hypothesis of the study, the longer the terror incidents continue, the more the public accepts the possibility that it will be in this situation for the long term; therefore, the extent of its deviation from its ordinary consumer behavior steadily (...) declines after each terror incident. By using daily trade data and an Event Studies econometric methodology, we found the existence of an adaptation trend among the consumer public. Thus, over time, the Israeli public internalized the realization that if it wishes to sustain a reasonable standard of living, it must minimize the disparity between its consumer economic behavior before a terror event and its behavior afterwards. Announcing more assassinations of terrorists was found to calm the public’s fears, when fears are judged by a return to more normal consumption patterns. Another finding is the existence of variance in the pace of this adaptation as a dependency of the type of good consumed: consistently, the adaptation is faster in regard to non-durable goods than to durable goods. This outcome is subject to interpretation, since durable goods may be viewed as “half-consumption goods, half-capital goods,” it stands to reason that capital goods would be more strongly affected than consumption goods. (shrink)

In terms of scenic marketing, big data research also plays an important role in the precise marketing of scenic spots. This paper has focused on the big data related to scenic spots as the research object, explores the relationship between various subdivision big data and the number of tourists in scenic spots, and investigates the difference and influence of the consumption behavior of the secondary consumption items in the scenic area, to find the potential of the scenic area’s business (...) growth and to promote the continuous and stable growth of the scenic area’s sales and tourism economy. Using the relevant theories and analysis methods, such as consumer behavior, big data, and tourism consumer behavior, the content mainly focuses on the establishment of the analysis model of the number of tourists in the scenic spot, the data collection, the estimation of the model parameters, the various types of big data, the calculation of the contribution rate of the data to the number of tourists in the scenic spot, and the difference analysis of the secondary consumption items of different types of tourists in the scenic spot. Results show that a multi-objective analysis model is established based on the relevant econometric theories, and an optimization plan is proposed after the multicollinearity diagnosis of the model; to establish a data envelopment analysis model of the difference and influence of different types of tourists’ consumption behavior in scenic spots and study the consumption behavior characteristics of different types of tourists when they purchase secondary consumption items in scenic spots; the econometric model is used to analyze the big data, adjust the linear relationship of some variables, then adopt the method of gradually adding variables combined with the consumer theory, and finally determine the number of daily tourists as the explained variable, the number of internet protocol, Baidu index, and the virtual value of the weekend, dummy variables for variables, bounce rate, and air pollution as explanatory variables. (shrink)

Virtual reality is a useful tool to study consumer behavior while they are immersed in a realistic scenario. Among several other factors, personality traits have been shown to have a substantial influence on purchasing behavior. The primary objective of this study was to classify consumers based on the Big Five personality domains using their behavior while performing different tasks in a virtual shop. The personality recognition was ascertained using behavioral measures received from VR hardware, including eye-tracking, (...) navigation, posture and interaction. Responses from 60 participants were collected while performing free and directed search tasks in a virtual hypermarket. A set of behavioral features was processed, and the personality domains were recognized using a statistical supervised machine learning classifier algorithm via a support vector machine. The results suggest that the open-mindedness personality type can be classified using eye gaze patterns, while extraversion is related to posture and interactions. However, a combination of signals must be exhibited to detect conscientiousness and negative emotionality. The combination of all measures and tasks provides better classification accuracy for all personality domains. The study indicates that a consumer’s personality can be recognized using the behavioral sensors included in commercial VR devices during a purchase in a virtual retail store. (shrink)

In accordance with societal norms and values, consumers readily indicate their positive attitudes toward sustainability. However, they hardly take sustainability into account when engaging in exchange relationships with companies. To shed light on this paradox, this paper investigates whether defense mechanisms and the more specific concept of neutralization techniques can explain the discrepancy between societal norms and actual behavior. A multi-method qualitative research design provides rich insights into consumers’ underlying cognitive processes and how they make sense of their attitude– (...) class='Hi'>behavior divergences. Drawing on the Ways Model of account-taking, which is advanced to a Cycle Model, the findings illustrate how neutralization strategies are used to legitimize inconsistencies between norm-conforming attitudes and actual behavior. Furthermore, the paper discusses how the repetitive reinforcement of neutralizing patterns and feedback loops between individuals and society are linked to the rise of anomic consumer behavior. (shrink)

Based on the assumption that consumers will reward firms for their support of social programs, many organizations have adopted corporate social responsibility (CSR) practices. Drawing on social identity theory, a model of influence of CSR on loyalty is developed and tested using a sample of real consumers. Results demonstrate that CSR initiatives are linked to stronger loyalty both because the consumer develops a more positive company evaluation, and because one identifies more strongly with the company. Moreover, identity salience is (...) shown to play a crucial role in the influence of CSR initiatives on consumer loyalty when this influence occurs through consumer-company identification. A strong identifier is not necessarily in a constant state of salience, but activating identity salience of a particular consumer social identity (a company) will affect consumer reactions to product stimuli, increasing consumer loyalty. (shrink)

Purpose of the article Exploring the nature of tourism behavior has traditionally been very complex. Adding to it the fast pace changing environment, the study becomes even more complicated. The purpose of this research is to shed light on the relationship between factors affecting tourist behavior and tourism demand in Albania. Methodology/methods Tourism demand has generally been measured in terms of ‘number of people entering and exiting the borders of a country’. In order to ensure the feasibility of (...) this study, ‘tourism demand’ is measured in terms of ‘frequency of travels’. To accomplish these objective, an online survey questionnaire was developed and administered across the population of Tirana and Durres, the largest cities in Albania, which also represented the population upon which the sample size was drawn. Scientific aim Scientifically, the research aims at testing the relationship between the sample’s monthly income levels, denoted as the independent variable and ‘frequency of travel’, denoted as the dependent variable. Findings The results of the research show that there is a significant association between these two constructs. That is, with x2 = 102,581, p=.000 < 0.01, the Null Hypothesis is rejected, and the Alternative Hypothesis is accepted. Conclusions From the study it is concluded that the higher the Monthly Income levels of the Albanian tourists, the higher the frequency of travels. Nevertheless, like in every other study there are also limitations involved with this particular study, as well. The lack of reliable quantitative data concerning the Albanian domestic tourism is one among the most crucial ones. (shrink)

The “gift exchange theory” articulated by Marcel Mauss, along with his core concept of a threefold obligation, is the dominant theoretical framework used to explain the majority of gift issues in marketing. This perspective assumes that some interest always lies behind gifts, such that a gift always implies a counterpart of receiving something in return. Despite the relevance of this approach in understanding the day-to-day consumer behavior, this paper presents empirical cases where the consumer is also able (...) to give freely, that is to say without implying a counterpart or even expecting it. To explain those empirical cases, we mobilize a key teaching of the Catholic Church: the “gratuitous gift” and then introduce the concept of the “need to give.” We show that gratuitousness is a relevant concept to understand most of gifts made by consumers, and we develop the normative aspect of gratuitous gift for ethical marketers. We also show that Catholic Social Teaching offers an appropriate anthropology to understand consumer behaviors motivated by this need for gratuitousness. To conclude, we propose further avenues of research. (shrink)

I respond to Vladas Griskevicius and Douglas T. Kendrick (G&K) and Gad Saad's (S) defenses of the view that Consumer Studies would benefit from the appeal to evolution in all work aimed at understanding consumer behavior. I argue that G&K and S's reliance on one theoretical perspective, that of evolutionary psychology, limits their options. Further, I point out some specific problems with the theoretical perspective of evolutionary psychology. Finally, I introduce some alternative evolutionary approaches to studying human (...) behavior that could profitably be adopted in consumer research. -/- . (shrink)

Responsible sustainable consumer behavior involves a complex pattern of environmental and social issues, in line with the view of sustainability as a construct with both environmental and social pillar. So far, environmental dimension was far more researched than social dimension. In this article, we investigate the antecedents of both environmentally and socially RSCB and willingness to behave in environmentally/socially responsible way. We include measures of concern, perceived consumer control/effectiveness, personal/social norms and ethical ideologies/obligation to better explain and (...) extend the traditional theory of planned behavior. Additionally, we test the impact of information availability about environmental or social impact on RSCB. Our findings on a representative sample of 426 respondents show that in general, antecedents of environmentally and socially responsible sustainable consumption are similar in their effect on consumer behavior, with personal norms, concern and ethical ideologies having the strongest impact on RSCB. When comparing both types of behavior, socially responsible behavior is more influenced by perceived behavioral control and possibly social norms than environmentally responsible behavior, while information availability plays its role for both behaviors. Sustainable responsible consumption can be achieved by embracing both dimensions of sustainability and consumers need to have a sense for both social and environmental issues. The complexity and struggles between doing what is good for environment and society could be the reason why consumers have difficulties achieving sustainable responsible consumption. (shrink)

This theoretical paper develops a conceptual framework that explains how companies can influence consumer behavior in terms of both social and business benefits through their corporate social marketing initiatives. Drawing from the source credibility literature, the article asserts that the effectiveness of CSM depends largely on the corporate credibility of a company in supporting a social cause. Based on this assertion, the framework identifies ten different antecedents of CSM credibility, which are organized into attributes of the company, attributes (...) of the CSM initiative, and attributes of the cause. Furthermore, this framework shows that CSM credibility affects the two examined consequences, intended prosocial behavior and consumer loyalty. Several research and managerial implications are developed based on the propositions specified in the framework. (shrink)

Companies often encourage consumers to engage in sustainable behaviors using their services in a more environmentally friendly or green way, such as reusing the towels in a hotel or replacing paper bank statements by electronic statements. Sometimes, the option of green service is implied as the default and consumers can opt-out, while in other cases consumers need to explicitly ask for switching to a green service. This research examines the effectiveness of choice architecture and particularly the different default policies—i.e., the (...) alternative the consumer receives if he/she does not explicitly request otherwise—in engaging consumer green behavior. In four experiments, we show that the opt-out default policy is more effective than the opt-in, because it increases anticipated guilt. This effect is stronger for consumers who are less conscious for the environment.We also show that a forced choice policy, in which the consumer is not automatically assigned to any condition and is forced to choose between the green and the non-green service option, is more effective than the opt-in policy and not significantly more effective than the opt-out policy. Finally, we show that the role of defaults is weakened, if a negotiated cooperation strategy is used. The article contributes to the literature of defaults and provides managerial and public policy implications for the design of green services. (shrink)

The attention paid to the influence of organizational philanthropy on consumer responses has precipitated a shift in the role this practice plays in organizational dynamics—with philanthropy becoming an increasingly strategic marketing tool. The authors develop and test a model predicting that: (1) perceived organizational credibility will mediate the relationship between awareness of philanthropy and the outcomes of advocacy and financial sacrifice; (2) consumer social consciousness will moderate the relationship between awareness of philanthropy and firm credibility, and between credibility (...) and the outcome variables; and (3) these moderated relationships will be mediated by perceived credibility. Data obtained from a sample of professional golf patrons support our assertions. Notably, the findings implicate perceived credibility as a key intervening variable in the hypothesized relationships for the PGA Tour. (shrink)

Gender is one of the most researched and contentious topics in consumer ethics research. It is common for researchers of gender studies to presume that women are more ethical than men because of their reputation for having a selfless, sensitive nature. Nevertheless, we found evidence that women behaved less ethically than men in two field experiments testing a passive form of unethical behavior. Women benefited to a larger extent from a cashier miscalculating the bill in their favor than (...) men. However, in three follow-up studies, we found that women did not necessarily intend to benefit at the expense of someone else. Women are less prone to speak up to a cashier than men are, even when the mistake is made in their disfavor. These results reveal that gender differences in assertiveness affect differences in unethical behavior. (shrink)

This study seeks to understand how consumers make unethical decisions and how unethical consumer behavior is formed in a relational society. By taking a relational interactive perspective and adopting a grounded theory approach, we have developed a theoretical framework for examining UCB’s developmental process in a relational society. The framework reveals 4 levels and 12 paths of UCB formation. Importantly, this study finds that UCB in a relational society is influenced by guanxi-oriented social culture so deeply that it (...) cannot be considered the result of a purely individual behavior choice. (shrink)

This study investigates the large French fair trade (FT) market and the importance of FT coffee within it, in an attempt to identify some general features of FT consumers. On the basis of 7,587 transactions, the authors abo determine the impact of FT characteristics on customer behavior. The main result is somewhat surprising: FT coffee purchases seem to involve a temporary commitment as FT coffee consumers appear less loyal than traditional coffee consumers. The authors derive some business and academic (...) implications. (shrink)

Drawing on the general ethics and social psychology literature, this study presents a model to delineate the major factors likely to affect consumers’ intentions to bring their own shopping bags when visiting a supermarket (called “bring your own bags” or “BYOB” intention). The model is empirically validated using a survey of 250 Chinese consumers. Overall, the findings support the hypothesized direct influence of teleological evaluation and habit on BYOB intention, as well as that of deontological evaluation and teleological evaluation on (...) ethical judgment about the BYOB practice. Teleological evaluation exerts a much stronger influence on ethical judgment than does deontological evaluation. In addition, the findings reveal that consumers who perceive the BYOB practice to be more important are more inclined to rely on their ethical judgment to derive their BYOB intention. Academically, these findings provide some encouraging evidence for the application of general ethics theories to explain green consumption-related practices. Practically, the findings also suggest that a utilitarian approach (i.e., emphasizing the consequences of BYOB) may represent an effective means for the Chinese government to promote BYOB practice among consumers. (shrink)

The current paper investigates the value and application of a range of physiological and neuroscientific techniques in applied marketing research and consumer science, highlighting new insights from research in social psychology and neuroscience. We review measures of sweat secretion, heart rate, facial muscle activity, eye movements, and electrical brain activity, using techniques including skin conductance, pupillometry, eyetracking and magnetic brain imaging. For each measure, after a brief explanation of the underlying technique, we illustrate concepts and mechanisms that the measure (...) allows researchers in marketing and consumer science to investigate, with a focus on consumer attitudes and behavior. By providing reviews on recent research that applied these methods in consumer science and relevant related fields, we also highlight methodological and theoretical strengths and limitations, with an emphasis on ecological validity. We argue that the inclusion of physiological and neuroscientific techniques can advance consumer research by providing insights into the often unconscious mechanisms underlying consumer behavior. Therefore, such technologies can help researchers and marketing practitioners understand the mechanisms of consumer behavior and improve predictions of consumer behavior. (shrink)

Edited by Angus Deaton, winner of the 2015 Nobel Memorial Prize in Economic Sciences, this volume features early work on the theory and measurement of consumer behaviour. Featuring contributions from leading economists such as Anthony Atkinson, Nicholas Stern, John Muellbauer and Deaton himself, the book offers papers on a wide range of topics. Topics covered range from theory to econometrics, from Engel curves to labour supply and fertility, and from consumer demand in England to consumer behaviour in (...) the USSR. These papers were written and collected for this volume to honour Sir Richard Stone on the occasion of his retirement from his chair at the University of Cambridge. (shrink)

With regard to the topicality of corporate social responsibility in retail practice, only a few studies have comprehensively analyzed the role of CSR in retail. Due to the specific role of a retailer as a gatekeeper between the producer and the consumer in the supply chain, a comprehensive understanding of the impact of consumer perceptions of CSR activities is of great relevance. Therefore, this study contributes information regarding the impact of CSR activities on retailer performance. Using a comprehensive (...) conceptualization of CSR, the results of our customer survey suggest that CSR has positive implications as driver of customer loyalty and favorable consumer purchasing behavior. The authors demonstrate the CSR dimensions that are most important for retailers to influence positively consumer purchasing behavior. This study highlights the significance of the credibility of retailer CSR activities and show that consumers’ CSR orientation impacts the relationship between retailer CSR activities and consumer behavior. (shrink)

Advancement in internet of things and proliferation in the use of smart devices have raised concerns about the data privacy of online users. This study predicts the consequences of perceived data privacy risks on consumer behaviours in Lagos State, Nigeria using the integrated Entropy-Technique for Order Preference by Similarity to Ideal Solution. We employed Entropy to assign weights to each criterion. Subsequently, responses were systematically ranked to arrive at an inference using TOPSIS. 84.8% agree that any perceived cyber security (...) threat or a breach in their data privacy would stop them from proceeding with the transaction or activity online, or the use of a digital product. Similarly,, agree it is critical that online businesses only ask for customer information that is relevant to the use of the product or service. Thus, the findings indicate that the privacy paradox of enlightened online consumers tends to diminish when they are faced with perceived data privacy and cybersecurity risks. (shrink)

In the course of consumer behavior, it is necessary to study the relationship between the characteristics of psychological activities and the laws of behavior when consumers acquire and use products or services. With the development of the Internet and mobile terminals, electronic commerce has become an important form of consumption for people. In order to conduct experiential education in E-commerce combined with consumer behavior, courses to understand consumer satisfaction. From the perspective of E-commerce companies, (...) this study proposes to use artificial intelligence image recognition technology to recognize and analyze consumer facial expressions. First, it analyzes the way of human–computer interaction in the context of E-commerce and obtains consumer satisfaction with the product through HCI technology. Then, a deep neural network is used to predict the psychological behavior and consumer psychology of consumers to realize personalized product recommendations. In the course education of consumer behavior, it helps to understand consumer satisfaction and make a reasonable design. The experimental results show that consumers are highly satisfied with the products recommended by the system, and the degree of sanctification reaches 93.2%. It is found that the DNN model can learn consumer behavior rules during evaluation, and its prediction effect is increased by 10% compared with the traditional model, which confirms the effectiveness of the recommendation system under the DNN model. This study provides a reference for consumer psychological behavior analysis based on HCI in the context of AI, which is of great significance to help understand consumer satisfaction in consumer behavior education in the context of E-commerce. (shrink)

More and more packaged products in China have been labeled as low-calorie products since the official implementation of nutrition claims in 2007. But little was known about the impact of such claims on the Chinese consumption of low-calorie food on the background of increasing rates of obesity among the Chinese population. This study sought to fill the gap by applying a consumer behavior model to a nationally representative online survey by means of structural equation modeling. The findings revealed (...) that nutrition claims significantly affect the consumption of low-calorie products. Specifically, marketing stimulus on low-calorie products first affected consumer psychology, then consumer decision-making, and finally consumer responses. Despite the significant role of consumer psychology and decision-making in consumption, consumers were susceptible to the influence of targeted marketing strategies for foods with a low-calorie claim. It is recommended that appropriate use of low-calorie nutrition claims by manufacturers and choices of low-calorie food by consumers according to their own needs should be encouraged. (shrink)

Companies are increasingly engaging in corporate activism, defined as taking a public stance on controversial sociopolitical issues. Whereas prior research focuses on consumers’ brand perceptions, attitudes, and purchase behavior, we identify a novel consumer response to activism, unethical consumer behavior. Unethical behavior, such as lying or cheating a company, is prevalent and costly. Across five studies, we show that the effect of corporate activism on unethical behavior is moderated by consumers’ political ideology and mediated (...) by desire for punishment. When the company’s activism stand is [incongruent/congruent] with the consumer’s political ideology, consumers experience [increased/decreased] desire to punish the company, thereby [increasing/decreasing] unethical behavior toward the company. More importantly, we identify two moderators of this process. The effect is attenuated when the company’s current stance is inconsistent with its political reputation and when the immorality of the unethical behavior is high. (shrink)

Researchers and managers alike are becoming increasingly interested in the topic of unethical consumer behavior. Where most studies view unethical behavior as something that is identifiable per se, the authors of the present article believe that it only exists because it has been constructed by people operating within a specific context. Hence the efforts made by this paper to explore, at the level of one specific organization, how interactions between employees and consumers might lead to the construct (...) of unethical consumers. Based on a case study of France’s AMDM—a mutual insurance company set up to serve a client base comprising motorcyclists—the paper addresses how one group of consumers ends up being categorized as unethical by revealing the existence of a sensemaking process within the target organization. This process develops in three main phases: the nurturing of a shared ethos; the protection of employees’ recognized status; and the demonization of any group of consumers threatening this status. Managers incorporating this sensemaking process can avoid or mitigate the negative effects befalling organizations when these kinds of unethical consumer behavior are constructed. (shrink)

The purpose of this study is to investigate the incidence of service failure in rendering service process during COVID-19. It further explores the outcomes of service recovery offered to customers in case of service failure. Like other businesses, webstores have also faced the challenges in their efforts to satisfy their customers during COVID-19. Service failure has increased due to unexpected circumstances produced by this pandemic. It has become necessary for the webstores to retain their dissatisfied customers by reconsidering their service (...) strategies. Relevant data for the purpose of this study were collected through questionnaires from 383 respondents by using online channels. The online channels were exclusively employed for maintaining the safety of respondents during COVID-19. Respondents for this study were online shoppers who encountered service failure during COVID-19. The results indicated that the incidence of service failure has increased due to an increase in online shopping during COVID-19. Some customers tend to repurchase from the same webstore. On the other hand, some customers do not want to purchase again from the same seller and decided to switch to the alternative webstore. Based on the findings, new strategy for online shopping service providers was introduced. This strategy will be helpful for the online service providers to increase their profitability by retaining their dissatisfied customers. Service providers can minimize the number of customers switching to other webstores by reducing the events of service failure. Customer’s assistive intent can also be helpful for service providers to increase the efficiency of service recovery. Conducting a proper follow-up after providing service recovery can also reduce the switching of customer. It will be helpful for service providers to understand the customers’ expectations before recovery process and their feeling after getting service recovery. (shrink)

This study adopts moral reasoning strategies to investigate why consumers support companies involved in ethical transgressions. Drawing on several cases of real multinationals publicly involved in tax avoidance practices, it aims to demonstrate that moral rationalization and moral decoupling depend not only on how consumers perceive the magnitude of the transgression, but also on their individual differences, such as political ideology and brand identification. A quantitative study with a sample of 3989 consumers of five different focal brands was employed to (...) test a set of hypotheses. Findings reveal that moral decoupling directly explains purchase intentions. However, rationalization only explains behavioral intentions if it leads to a reduction in the perceived immorality of the action. Furthermore, the study reveals significant differences across personal values. Left-leaning individuals tend to rationalize less and decouple more when they perceive that the magnitude of the transgression as egregious. Interestingly, consumers who are highly identified with the brand are less affected by the transgression and tend to be more supportive toward the brand by engaging in rationalization mechanisms. (shrink)