A contemporary review of three types of social influence in consumer psychology

Argo, Jennifer

doi:10.1002/arcp.1059

Cited by 42 publications

(31 citation statements)

References 135 publications

(181 reference statements)

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“…Sunk costs are less relevant for the decision to stay or leave in closed settings, because the anticipation of (indirect) social disapproval predominates there. This is not surprising when we consider the strong need of most individuals to be accepted by others, even mere strangers (Aarts and Dijksterhuis, 2003; Argo, 2020). Thus, for most people, social norms that prescribe behavior in a group seem to have a stronger impact on behavior than economic considerations.…”

Section: Discussionmentioning

confidence: 96%

“…The anticipation of eliciting (indirect) social disapproval is aversive because people usually strive to be perceived by others in a favorable light (Aarts and Dijksterhuis, 2003; Argo, 2020; He et al , 2012). Thus, individuals tend to avoid behavior that they believe others (even mere strangers) may disapprove of even if they do not expect them to comment on it directly.…”

Section: Conceptual Background and Hypothesesmentioning

confidence: 99%

“…First, it proposes and tests a framework of social lock-in (Fliess and Volkers, 2020; Rayburn et al , 2020; Wongkitrungrueng et al , 2019) that helps to explain why and in which contexts customers stay on in an unsatisfactory service encounter. Second, by pointing out the constraining power of social norms (Koskela-Huotari and Siltaloppi, 2020; Vargo and Lusch, 2016) in the context of such encounters, it contributes to research aimed at understanding the relationship between the social context and service customers' behavior in general (Argo, 2020; Rosenbaum and Massiah, 2011; Tombs and McColl-Kennedy, 2003). Third, this study combines factors from multiple disciplines (service research, ecological psychology, economic psychology, and social psychology) to explain the decision to stay on or leave early.…”

Section: Introductionmentioning

confidence: 99%

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“Can I go or should I stay?” A theoretical framework of social lock-in during unsatisfactory service encounters

Volkers

2021

JSTP

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PurposeThis article demonstrates that the type of service setting and the first interaction with an employee influences the customers' intention to stay or leave during an unsatisfactory service encounter, and that these effects are mediated by social lock-in, which describes the perception of a customer that exiting a service encounter early violates social norms.Design/methodology/approachThe hypotheses are tested with two scenario-based experiments using a collective (theater) and high-contact service (restaurant) (N = 1143; 1485).FindingsThe results suggest that social lock-in and the intention to stay are higher in a closed as opposed to an open setting and that the type of setting is, in fact, more important for the decision to stay than sunk costs. Moreover, customers are more likely to stay after an interaction with an employee.Research limitations/implicationsThis article contributes to the research aimed at explaining customers' decisions to stay or leave during an unsatisfactory service encounter. In doing so, the study highlights the constraining power of social norms in service encounters, which contributes to the research on the relationship between the social context and customers' behavior.Practical implicationsThis study suggests that service providers can manage servicescape cues and employee behavior to influence customers' social lock-in perceptions and their decision to stay on or to leave early.Originality/valueThis is the first study to provide quantitative evidence for social lock-in and its determinants in service encounters.

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Section: Discussionmentioning

confidence: 96%

Section: Conceptual Background and Hypothesesmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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“Can I go or should I stay?” A theoretical framework of social lock-in during unsatisfactory service encounters

Volkers

2021

JSTP

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“…Marketplace interactions have been widely examined in the marketing and consumer psychology literature. Under labels such as “social influence,” “word of mouth,” “interpersonal communication,” “consumer‐to‐consumer interaction,” or “social consumer journey,” a multitude of studies illuminate how “others” are key to a target consumer’s marketplace experience (see for reviews Argo, 2020; Argo & Dahl, 2020; Berger, 2014; Hamilton, Ferraro, Haws, & Mukhopadhyay, 2020; Libai et al, 2010). Surprisingly, this wealth of research largely ignores how racial dynamics influence the quality of such interactions.…”

Section: The Consumer Psychology Of Imimentioning

confidence: 99%

From Anxious Spaces to Harmonious Relations? Interracial Marketplace Interactions Through the Lens of Consumer Psychology

2021

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Interracial interactions abound in the marketplace and are at the core of many consumer experiences across commercial, health, and social settings. The creation of harmonious interracial interactions is a focal target of private, nonprofit, and governmental efforts to transform consumer markets worldwide. Yet both research and practice highlight the challenge of achieving such interactions. Despite their centrality to consumer experience and social significance, interracial interactions have received limited attention in the consumer psychology literature. Understanding the particular role of interracial interactions in how consumers choose, buy, and consume products, services, and experiences is essential to address racial inequity in the marketplace. In this research, we identify extant interdisciplinary research to conceptualize the consumer psychology underlying interracial marketplace interactions. We analyze this literature to summarize the state of the knowledge, identify important research gaps, and develop an organizing framework for prior and future research. Our analysis highlights priorities for future research supportive of harmonious interracial interactions that promote consumer equity and contribute to societal well‐being.

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“…However, there is increasing recognition that older consumers are a diverse group and have grown up with an increasingly wide range of goods, services and technologies and have been exposed to a range to lifestyles. They are also more likely to consume products and services that better represent who they are and who they desire to be and reflect their social context (Argo, 2020;Moschis, 2019;Swimberghe et al, 2018).…”

Section: Introductionmentioning

confidence: 99%

Age identity, stereotypes and older consumers’ service experiences

Westberg

Reid

Kopanidis

2020

JSM

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Purpose This study aims to use the lens of the stereotype threat theory to explore older consumers’ age identity and experiences with service providers. Design/methodology/approach This study used semi-structured interviews with Australian consumers aged between 55 and 69. Data were examined using thematic analysis. Findings Older consumers justify a younger cognitive age by distancing themselves from the negative stereotypes associated with ageing and by associating themselves with attitudes and behaviours consistent with a younger age identity. Older consumers are confronted with age-based stereotype threats in a services context through four practices. Exposure to these threats results in service failure and can have a negative impact on both consumers’ ability to function effectively as consumers and their overall well-being. Research limitations/implications A more diverse sample is required to identify the extent to which age-based stereotype threats are experienced and which services marketing practices have the most detrimental impact on older consumers. Practical implications The findings provide insight for services marketers seeking to effectively cater for older consumers and have implications for service staff training, service technology and communications. Social implications The findings have implications for the well-being of older consumers in terms of their self-efficacy and self-esteem as well as their ability to function effectively as consumers. Originality/value This study contributes to the nascent understanding of older consumers’ experiences and their expectations of service interactions and advertising communication. The findings also extend the literature on service failure by demonstrating how age-based stereotypes threaten age identity, resulting in a negative customer experience.

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A contemporary review of three types of social influence in consumer psychology

Cited by 42 publications

References 135 publications

“Can I go or should I stay?” A theoretical framework of social lock-in during unsatisfactory service encounters

“Can I go or should I stay?” A theoretical framework of social lock-in during unsatisfactory service encounters

From Anxious Spaces to Harmonious Relations? Interracial Marketplace Interactions Through the Lens of Consumer Psychology

Age identity, stereotypes and older consumers’ service experiences

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