From power to punishment: consumer empowerment and online complaining behaviors

Li, Zongchao

doi:10.1108/intr-05-2018-0232

Cited by 15 publications

(5 citation statements)

References 66 publications

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“…The intrapersonal component includes the elements of perceived control (emotion), selfefficacy (cognition), and perceived competence (cognition) (Hur 2006;Li 2019;Zimmerman 1995;Zimmerman et al 1992). Specifically, perceived control refers to one's belief about their ability to exert influence in different specific contexts (e.g.…”

Section: Psychological Empowermentmentioning

confidence: 99%

“…The interactional component involves several categories in cognition, including critical awareness, understanding causal agents, skill development and transfer across life domains, and resource mobilisation (Hur 2006;Li 2019;Zimmerman 1995;Zimmerman et al 1992). Specifically, critical awareness refers to one's knowledge about the socio-political environment (e.g.…”

Section: Psychological Empowermentmentioning

confidence: 99%

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The Psychological Empowerment Potential of Solutions Journalism: Perspectives from Pandemic News Users in the UK

2022

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Traditional problem-focussed news often cast audiences in passive and reactive ways, which can disempower them from participating in civic life. With influences from positive psychology, solutions journalism (SOJO) is proposed as a way to improve audiences' mental wellbeing and engagement with the news. However, research seldom systematically examines how SOJO psychologically empowers audiences, leaving a gap for a more thorough understanding of the potential of SOJO in fulfilling the democratic role of journalism. Drawing on the theory of psychological empowerment (PE) and through 59 indepth interviews with members of the public in the midst of the COVID-19 pandemic, we examine UK audience responses to the concept of SOJO. Normatively promising findings emerged from our study. SOJO was considered to be useful in intrapersonal empowerment (i.e. increasing perceived control and self-efficacy), interactional empowerment (i.e. enhancing critical awareness), and behavioural empowerment (i.e. motivating community involvement and coping behaviours). Theoretically, this study establishes a firm connection between SOJO and PE which, we argue, has important implications for journalism's often troubled relationship with civic engagement. As such, we call for a rethinking of the often taken-for-granted problem-focussed news practices.

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Section: Psychological Empowermentmentioning

confidence: 99%

Section: Psychological Empowermentmentioning

confidence: 99%

The Psychological Empowerment Potential of Solutions Journalism: Perspectives from Pandemic News Users in the UK

2022

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“…Empowerment theory (Zimmerman, 1995) proposed the concept of psychological empowerment which reflects individuals’ perspectives regarding themselves and their ability to influence others and is demonstrated through control, self-efficacy, and perceived competence (Zimmerman, 1995). Applied in marketing, consumer empowerment is a psychological condition that stimulates behavior (Li, 2019). Consumer e-empowerment is an embryonic concept in the marketing literature (Hartmann et al , 2018), which appeared with the emergence of new technologies (such as social media) that are claimed to empower individual users.…”

Section: Theoretical Background and Conceptual Frameworkmentioning

confidence: 99%

From social capital to consumer engagement: the mediating role of consumer e-empowerment

Mostafa

2021

JRIM

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Purpose This paper fulfills a prominent need to examine some overlooked predictors of consumer engagement in an online setting. This study aims to explore whether and how consumer e-empowerment mediates the influence of social capital (bonding and bridging) on consumer engagement with the Facebook brand page. Design/methodology/approach Based on an online questionnaire survey, data obtained from 369 Facebook users were analyzed by using structural equation modeling to empirically examine the proposed framework. Findings Results support an influential mediating effect of consumer e-empowerment to the social capital -consumer engagement link. Specifically, the effect of both bridging and bonding social capitals on consumer engagement is partially mediated by consumer e-empowerment. Research limitations/implications The social capital notion is powerful for managers, as it indicates significant results for the firm due to investments in social media brand pages. Such social capital transmutes into consumer engagement via consumer e-empowerment. Therefore, this paper provides a guideline for managers when investing in social media sites. Originality/value This paper fulfills an identified need to study how social capital may affect consumer engagement. The paper is a leading study in investigating the direct and indirect (via consumer e-empowerment) effects of bonding and bridging social capitals on consumer brand engagement.

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“…Perkins and Zimmerman (1995) noted that “psychological empowerment theory and interventions can be applied to a “wide diversity of settings” and empowerment links mental health with the available support or help (p. 569). In the past decade, this important concept from the field of social psychology and management is increasingly drawing attention from IS researchers to scrutinize the impact of information systems on individual users in different contexts (Füller et al , 2009; Li and Gregor, 2011; Li et al , 2017a; Li, 2019). In this study, a psychological self-help initiative is enabled via our intelligent PSS that equips a user with mobilizable IT resources or knowledge to more effectively manage stress and anxiety.…”

Section: Theoretical Foundationmentioning

confidence: 99%

Meaningful gamification for psychological empowerment: exploring user affective experience mirroring in a psychological self-help system

Chau

Guo

2020

INTR

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PurposeInspired by the dynamic changes in our daily lives enabled via quantified-self technologies and the urgent need for more studies on the human-computer interaction design mechanisms adopted by these applications, this study explores the value of user affective experience mirroring and examines the empowerment effect of meaningful gamification in a psychological self-help system (PSS) that aids people in work stress relief.Design/methodology/approachBased on an analysis of the existing systems and theories in relevant fields, we conducted mixed-method research, involving semi-structured interviews, experience sampling experiments and user bio data triangulations, to identify the benefits of user affective experience mirroring and examine the impact of visual impact metaphor–based (VIM) meaningful gamification on PSS users.FindingsFor a gamified PSS, users generally perceive VIM as arousing more feelings of enjoyment, empathy, trust and usefulness, empowering them to gain more mastery and control over their emotional well-beings, especially with relieving their occupational stress and upbringing their level of perceived happiness. Overtime, VIM-based meaningful gamification further boosts such value of a PSS.Research limitations/implicationsWeaving together meaningful gamification and psychological empowerment theories, the results emphasized that successful empowerment of user through gamification in PSSs relies heavily on whether a deeper and meaningful affective connection can be established with the users, in short, “meaningful gamification for psychological empowerment”. Such an understanding, as demonstrated in our research framework, also sheds light on the design theories for persuasive technology and human influence tactics during human computer interactions.Practical implicationsThe results of the study demonstrate to practitioners how to make the best use of gamification strategies to deeply relate to and resonate with users. Even without complicated game-play design, meaningful gamification mechanisms, such as VIM facilitate the empowerment of users while gaining their appreciation, establishing a deeper connection with them and eventually generating persuasive effects on intended future behavioural outcomes.Social implicationsThe effective management of work-related stress with handy tools such as a VIM-based PSS can be beneficial for many organizations and, to a large extent, the society.Originality/valueThis study proposed and empirically demonstrated the empowerment effect of meaningful gamification for PSS users. In this cross-disciplinary study, theories from different research domains were synthesized to develop a more thorough and multi-faceted understanding of the optimal design strategies for emerging information systems like this VIM-based PSS.

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From power to punishment: consumer empowerment and online complaining behaviors

Cited by 15 publications

References 66 publications

The Psychological Empowerment Potential of Solutions Journalism: Perspectives from Pandemic News Users in the UK

The Psychological Empowerment Potential of Solutions Journalism: Perspectives from Pandemic News Users in the UK

From social capital to consumer engagement: the mediating role of consumer e-empowerment

Meaningful gamification for psychological empowerment: exploring user affective experience mirroring in a psychological self-help system

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