IntroductionThere is a common phenomenon of tactile missing in online retail. How to realize consumer tactile compensation is a consensus problem in the field of e-commerce. More and more marketeers and scholars convey their ideas via visual display, but few researches have focused on the tactile compensatory effect of visual language.MethodsStudy 1 collected data from nearly 13,000 online purchases to analyze the impact of haptic cues on sales in real online shopping platforms; Study 2 used a experimental research method to design three experimental groups: hand haptic cue group vs. Object haptic cue group vs. control group (N = 165) to investigate whether the main effect of haptic cues and the dual mediating effect of mental simulation held. Study 3 also adopted a simulated experimental research approach to design a two-factor group: 2 (haptic cue: hand vs. object) × 2 (product type: tactile functional product vs. tactile experiential product) (N = 198). To further explore whether the moderating effect of product type holds based on Study 2.ResultsTherefore, based on the visualization theory and mental simulation theory, and through a second-hand data experiment and two simulated experiments, this study confirmed that visual language did have a compensation effect on tactile missing specifically. Haptic cues in metaphorical visual language can actively compensate for consumers’ tactile loss, thus affecting the purchase intention. Mental simulation plays a mediating role in the tactile compensation effect. Product type has a moderating effect, and the use of hand (object) haptic cues in metaphorical visual language in tactile functional products (tactile experiential products) can lead to a more active purchase intention.DiscussionThis study not only enriches the theoretical research on the tactile compensation effect of visual language, but also provides valuable management enlightenment for e-commerce enterprises to improve the effectiveness of online product display and online sensory marketing strategies.

Under fierce market competition, firms are accelerating the pace of product innovation, which may bring extremely incongruent new products. Generally, consumers are unfamiliar with extreme incongruence, resulting in passive product evaluation and a low success rate. This study draws on the meaning maintenance model of fluid compensation theory to examine how extremely incongruent new products influence product evaluation. Three experiments indicate that consumers’ product evaluation of extremely incongruent new products is significantly lower than that of congruent products, and it can be notably improved by three ways of fluid compensation. The findings revealed that anxiety moderates the relationship between extremely incongruent new products and product evaluations, and further self-esteem moderates the relationship on the main effects. Overall, our research reconciles divergent findings on the effect of extremely incongruent new products on the effects of product evaluation and further provides rich managerial implications for product innovation management.