I complain for your good? Re-examining consumer advocacy

Jayasimha, K.R.; Billore, Aditya

doi:10.1080/0965254x.2015.1011204

Cited by 21 publications

(17 citation statements)

References 51 publications

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“…Consumer advocacy refers to exchanging market information and counselling other consumers so that they have a positive brand experience (Chelminski and Coulter, 2011). Jayasimha and Billore (2016) conceptually differentiate consumer advocacy from customer advocacy with the notion that customer advocacy is a firm-level construct whereas consumer advocacy is the sharing of market information amongst consumers. To some extent, consumer advocacy is similar to the helping behaviour (market mavenism and altruistic helping behaviour) that benefits others in their purchases and consumption (Price et al, 1995; Price et al, 1995).…”

Section: Relevant Literature and Hypothesis Developmentmentioning

confidence: 99%

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Consumer Advocacy for Luxury Brands

Shimul

Phau

2018

Australasian Marketing Journal

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This paper explores consumer advocacy for luxury brands in relation to brand satisfaction, brand loyalty and luxury brand attachment. Data were collected from an online consumer panel ( n = 393) in Australia and were analysed through structural equation modelling. Luxury brand attachment has been found to have a stronger effect on consumer advocacy than that of brand satisfaction and brand loyalty. In addition to the moderating role of brand loyalty, luxury consumers’ dilemma with consumer advocacy has been discussed in this paper. These findings provide insight into the consumer advocacy for luxury branding academics and practitioners.

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Section: Relevant Literature and Hypothesis Developmentmentioning

confidence: 99%

“…Theoretically, consumer advocacy differentiates itself from other similar constructs with the notion that it encompasses the consumers’ willingness to assist others in having a positive brand experience (Chelminski and Coulter, 2011; Jayasimha and Billore, 2016). Consumer advocacy is more relevant to luxury brands for several reasons.…”

Section: Introductionmentioning

confidence: 99%

Consumer Advocacy for Luxury Brands

Shimul

Phau

2018

Australasian Marketing Journal

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“…Individuals who focus on their own interests or on meeting their own needs have been described in negative terms, such as selfish and egocentric (Flynn & Black, 2011), whereas people who focus on the needs of others have been described in positive terms, such as altruistic and moral. However, some researchers have denied the dichotomous concept and claimed that self‐care and other‐care are two mutually interacting parts of a whole (Badhwar, 1993; Flynn & Black, 2011; Jayasimha & Billore, 2016). Especially in counseling, other‐care and self‐care should be considered as a unified phenomenon, because both counselors' wellness and clients' wellness are equally important (Flynn & Black, 2011).…”

Section: Self‐care and Other‐care For Counselorsmentioning

confidence: 99%

Effects of Imbalance of Self‐ and Other‐Care on Counselors' Burnout

Lee

2021

Jour of Counseling & Develop

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This study was aimed at identifying counselor profiles based on their balance between self‐care and caring for others, and examining how these profiles differ by levels of burnout and life satisfaction. We conducted a latent profile analysis of 292 Korean counselors and identified four groups: (a) low care, (b) typical care, (c) high care, and (d) low self‐care/high other‐care. Of these, the typical care and high care groups had lower levels of incompetence and deterioration in personal life and higher levels of life satisfaction compared with the low self‐care/high other‐care group. Counselor self‐awareness, education level, work experience, and number of handled cases were found to be differentiators among the four profiles. Limitations and implications are discussed.

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“…Community usefulness is argued as concern for others that is pro social and altruistic in nature (Sundaram et al, 1998). Jayasimha and Billore (2016) found consumer advocacy to be an amalgamation of altruism and ego. Verhagen et al (2013) found community usefulness to moderate the relationship between re-patronage and switching following negative online word of mouth.…”

Section: Community Usefulnessmentioning

confidence: 99%

“…Dissatisfaction was measured using a two-item scale that was adopted from Sánchez-García and Currás-Pérez (2011). Consumer advocacy was measured using the following four items adopted from Jayasimha and Billore (2016). Similarly, community usefulness was measured using the four items adopted from Verhagen et al (2013).…”

Section: Participants and Measuresmentioning

confidence: 99%

Investigating consumer advocacy, community usefulness, and brand avoidance

Jayasimha

Chaudhary

Chauhan

2017

MIP

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Purpose The purpose of this paper is to examine the behavioral outcomes and effectiveness of organizational response to open complaints by consumers following a dissatisfactory service experience. Design/methodology/approach Three natural communities (WhatsApp groups) were used with reference to online food and grocery retailing. The respondents comprised community members sharing negative experiences on the group. A scenario implanted in a survey was used as the research approach. Findings Consumer advocacy, a form of complaining, is a way to help other community members. The relationship between consumer advocacy and community usefulness strengthens the argument of consumers’ collective concern as one of the motivational frames for consumer advocacy. Consumer advocates show stronger reactions, resulting in brand avoidance following voice complaining. An effective organizational response can mitigate brand avoidance. Practical implications Finding ways to restrict and alleviate brand avoidance is an area that is of major interest to practitioners. The study finds that prospective explanations could be a very effective antidote to brand avoidance. Originality/value The social side of complaining is a relatively under-researched area. This study examines the relationship between consumer advocacy, community usefulness and brand avoidance. To the best of the authors’ knowledge, this is the first study to examine the moderating effect of organizational response on consumer advocacy and its outcomes in the virtual context.

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I complain for your good? Re-examining consumer advocacy

Cited by 21 publications

References 51 publications

Consumer Advocacy for Luxury Brands

Consumer Advocacy for Luxury Brands

Effects of Imbalance of Self‐ and Other‐Care on Counselors' Burnout

Investigating consumer advocacy, community usefulness, and brand avoidance

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