Effects of Firm Presence in Customer-Owned Touch Points: A Self-Determination Perspective

Abstract

Customer-owned touch points have emerged as a central context for customers to consume, contribute, and create content while interacting with one another on social media. Research on how firms' attempts to intervene in such forums affect customers' experience supremacy is still in its infancy. This study attempts to address this limitation, suggesting a framework for understanding firms' impact on customer experience in customer-owned forums. Towards this aim, we adopt self-determination theory as a theoretical lens, and, empirically draw on interview material gleaned from customer-owned touch point users. The results show that companies' attempt to control the discussions in such forums may have a negative impact on customers' experiences when it undermines their sense of autonomy, relatedness, and competence. However, firms' intervention is welcome when the intention is to add value, enabling customers to retain or enhance their feeling of self-efficacy and social esteem.

Wish list thinking: The quasi‐endowment effect's impact on online wish lists outcomes

“…Marketing researchers have touted wish lists as providing myriad benefits to retailers, which rests on the assumption that placing a product on a wish list increases purchase likelihood (Bleier & Eisenbeiss, 2015; Bradford & Sherry Jr, 2013; Miller et al, 2010; Yakhlef & Nordin, n.d.; Zhao et al, 2016). However, the relationship between wish lists and purchases requires a more complex explanation due to boundary conditions on the quasi‐endowment effect.…”

“…Retailers can also influence wish list creators’ choices as they build wish lists, potentially increasing the quantity of products selected and purchased (Bradford & Sherry Jr, 2013). Finally, retailers can use wish lists as touch points to contact consumers about products, inform them of sales, or suggest that they “treat themselves,” all in order to increase sales (Yakhlef & Nordin, n.d.).…”