No abstract

Guilt regulates many consumption processes and, consequently, marketers frequently use appeals based on guilt to influence consumers' behaviour. Owing to the multidisciplinary interest in this emotion, however, the literature is diverse and fragmented. The effectiveness of guilt appeals is contested, and some authors suggest that the use of this emotion in marketing might be unethical. Furthermore, research to date has not explored the potential relationships between the experience of guilt in consumption and the elicitation of this emotion through marketing appeals. This paper analyses existing research on guilt in marketing, developing four specific contributions based on the evidence reviewed. First, it shows under what circumstances feelings of guilt support consumer self‐regulation processes. Second, it outlines evidence‐based managerial recommendations on how to produce effective guilt appeals and avoid the potentially unethical consequences of marketing through this emotion. Third, it identifies a gap in existing theorizing and presents an elicitation–consumption perspective of guilt in marketing as a framework that complements current approaches to this research topic. Fourth, it develops an agenda for future research and suggests eleven research hypotheses for the advancement of this field. Through the analysis of research produced within different disciplinary perspectives, this study develops a necessary foundation for future work on the role of guilt in marketing processes.

A marketing planning framework to aid political parties in improving their image and co‐ordinating election campaigns has been developed to reflect the changing nature of electoral campaigning in the developed world towards the need for more long‐term planning; together with the development and implementation of marketing models in a wider sphere of social situations. The planning model has been developed using both a hypothetico‐deductive and an inductive approach, incorporating recent developments in US and UK political campaign management and depth interviews with political strategists in the UK. Suggests that national political parties need to co‐ordinate their election campaigns more effectively in order to strengthen their image among key citizen and voter groups by determining which target areas are most in need of resources. Further research is needed to determine how to position the party and to select and place advertising in the relevant media. Concludes that local election campaigns are becoming more co‐ordinated by national parties but that such co‐ordination neglects to provide local area research and telemarketing campaigns, and post‐election analysis exercises to monitor strengths and weaknesses in party strategy and campaign plan implementation.

The bulk of market segmentation literature has concerned the generation of segments, with far less attention on what segmentation is used for-particularly surprising given the common speculations that the role of segmentation is changing due to CRM practices and the wider range of forms of customer insight which they enable. We explore market segmentation in the services and product-service systems context through twenty-five interviews in five UK-based companies, highlighting practical considerations in implementing market segmentation programs (see Young, Ott and Feigin, 1978, for a similar early approach). Within this case set, market segmentation, using a variety of segmentation bases, is still regarded as essential for customer selection, proposition development and mass communication. Addressable and interactive communications with individual customers, though, are increasingly based on individualised customer analytics and propensity modeling, which aid the determination of the likelihood of uptake of specific propositions. Events and triggers informing companies of how to deal with customers individually are also considered to be particularly effective rather than simple allocation of the customer to a particular characteristic segment. Implications for theory and practice in market segmentation are outlined and further research is called for to explore this important area further.

Negative emotional appeals are used frequently in social marketing. Focusing on guilt and fear appeals, existing theories fail to explain emotional appeal effectiveness in changing consumption behaviour over time. To address this limitation, an elicitation-consumption framework is developed for fear and guilt appeal use. An agenda for further research, outlining three research questions and four propositions, is also presented. This framework integrates the study of how emotional appeals are communicated with how they are experienced during decision-making; complementing current theorising by offering a framework for experimental testing of the delayed, longitudinal effects of social marketing campaigns. The elicitationconsumption framework aids practitioners seeking to design effective emotional appeals by encouraging an effects-based communication approach.