Now or later: Delay's effects on post-consumption emotions and consumer loyalty

Chang, En-Chung; Lv, Yilin; Chou, Ting‐Jui; He, Qiang; Song, Zhuozhao

doi:10.1016/j.jbusres.2013.08.016

Cited by 40 publications

(33 citation statements)

References 42 publications

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“…In effect, recent studies argue that emotions consist of a multi-dimensional concept that includes together distinct affective qualities of both positive and negative valence and control (Scherer, Shuman, Fontaine, & Soriano, 2013). The two main types of emotions (positive and negative) are correlated (Chang, Lv, Chou, He, & Song, 2014) and are likely to exist simultaneously in online shoppers. However, although positive and negative emotions are interrelated, their relationship is not proportional and an increase in one does not imply a reduction of the other.…”

Section: Affective Perceptionsmentioning

confidence: 99%

Explaining online shopping behavior with fsQCA: The role of cognitive and affective perceptions

Pappas

Kourouthanassis

Giannakos

et al. 2016

Journal of Business Research

354

258

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Section: Affective Perceptionsmentioning

confidence: 99%

Explaining online shopping behavior with fsQCA: The role of cognitive and affective perceptions

Pappas

Kourouthanassis

Giannakos

et al. 2016

Journal of Business Research

354

258

View full text Add to dashboard Cite

“…Here, examining emotions as a whole means including together distinct emotions of both positive and negative valence and control (Scherer, Shuman, Fontaine, & Soriano, 2013). The two main types of emotions (positive and negative) are correlated (Chang, Lv, Chou, He, & Song, 2014) and are likely to exist simultaneously in customers. However, although positive and negative emotions are interrelated, their relationship is not proportional and an increase in one does not imply a reduction of the other.…”

Section: The Role Of Emotions In the Relationship Between Persuasion mentioning

confidence: 99%

Sense and sensibility in personalized e‐commerce: How emotions rebalance the purchase intentions of persuaded customers

Pappas

Kourouthanassis

Giannakos

et al. 2017

Psychology and Marketing

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This research develops and tests a theoretical model of customer persuasion in personalized online shopping, building on information processing theory, and addressing cognitive and affective stages of the persuasion process. Data from 582 experienced online customers were used to validate the proposed model through structural equation modeling and multigroup analysis. Results show that quality of personalization, message quality, and benefits of the personalized recommendations are important in the persuasion process. Positive emotions increase the effect of persuasion on purchase intentions, contrary to negative emotions. The study extends online personalization theory, offers an in‐depth analysis of the persuasion process in online shopping, and provides valuable recommendations for personalized online marketing.

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“…The behavioral dimension of brand loyalty addresses consumers' actual behavior of purchasing or repurchasing products from a brand over other alternatives and distributing positive word-of-mouth about the brand (Dawes, 2014;Romaniuk & Nenycz-Thiel, 2013). The attitudinal dimension of brand loyalty addresses the positive attributes consumers associate with the brand and the psychological commitment that develops through cumulative satisfying experiences with the brand (Chang, Lv, Chou, He, & Song, 2014;Dick & Basu, 1994). In sum, consumers who are loyal to a brand have a favorable attitude toward the brand and behave toward the brand in a manner consistent with their favorable attitude.…”

Section: Prior Brand Loyaltymentioning

confidence: 99%

Are third-party green–brown ratings believed?: The role of prior brand loyalty and environmental concern

Kwon

Englis

Mann

2016

Journal of Business Research

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This study shows the role of consumers' prior brand loyalty and environmental concern in their responses to third-party green-brown ratings of a brand. The online quasi-experiment with a national sample of U.S. consumers revealed that the validity of third-party green-brown ratings is believed equally between consumers with high and low environmental concern, but the impact of the ratings on brand greenness perception was greater among consumers with high (vs. low) environmental concern. This study also shows that consumers who are loyal to a brand are more likely to accept the validity of the brand's green rating than that of its brown rating. Further, loyal consumers deny the relevance of the brown rating to the brand's greenness. These findings suggest biased assimilation of third-party green-brown rating information as a function of the consumer's prior brand loyalty and environmental concern. We discuss the theoretical and managerial implications of the findings.

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Now or later: Delay's effects on post-consumption emotions and consumer loyalty

Cited by 40 publications

References 42 publications

Explaining online shopping behavior with fsQCA: The role of cognitive and affective perceptions

Explaining online shopping behavior with fsQCA: The role of cognitive and affective perceptions

Sense and sensibility in personalized e‐commerce: How emotions rebalance the purchase intentions of persuaded customers

Are third-party green–brown ratings believed?: The role of prior brand loyalty and environmental concern

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