Strategies to offset dissatisfactory product performance: The role of post-purchase marketing

Wang, Kaiyu; Liang, Minli; Peracchio, Laura A.

doi:10.1016/j.jbusres.2010.10.006

Cited by 5 publications

(2 citation statements)

References 29 publications

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“…Therefore, when considering the role T–L might play in consumption we believe it is also important for researchers to consider the norms that are present in the post‐purchase stage of consumption. As previous work suggests (e.g., Blodgett, Hill, & Tax, 1997; Sánchez‐García & Currás‐Pérez, 2011; Wang, Liang, & Peracchio, 2011), consumers' experiences after a purchase has been made can be just as important as the purchasing stage itself. Specifically, businesses that are poor at dealing with consumer dissatisfaction and post‐purchase regret run the risk of losing these consumers in the future (e.g., Choi & Mattila, 2008; Chu, Song, & Choi, 2013; Kim & Wansink, 2012).…”

Section: Q1 What Is the T–l Framework's Relationship With Consumptiomentioning

confidence: 96%

Refining the tightness and looseness framework with a consumer lens

2017

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In their paper, Li, Gordon and Gelfand (this issue) introduced the Tightness–Looseness (T–L) framework to the consumer domain, and offered several ideas on how this framework could be applied to consumer behavior. In this commentary, we examine the T–L framework through the consumer lens and discuss how the uniqueness of the consumption context can refine and broaden this psychological framework. We identify four questions that aim to enrich our discussion of this framework from the perspective of consumer research, and to motivate future research questions. Specifically, we consider 1) how the interplay between the tightness/looseness of a culture and its effect on consumer behavior can be a bi‐directional relationship, 2) how variances in T–L in different consumption subcultures and aspects of society (e.g., economic, political) can impact consumer behavior, 3) how the examination of T–L at different stages in the consumption process is a relevant and important question to consider, and 4) how T–L may contribute to further investigation and understanding of punishment toward business and consumer norm violators.

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Section: Q1 What Is the T–l Framework's Relationship With Consumptiomentioning

confidence: 96%

Refining the tightness and looseness framework with a consumer lens

2017

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“…Such research is anchored in the product failure literature (Dawar & Pillutla, 2000;Darke, Ashworth, & Main, 2010;Folkes, 1984;Wang, Liang, & Peracchio, 2011), which indicates that consumer reactions to faulty products depend on their interpretations of company responsibility. Specifically, negative consumer perceptions arise after a recall announcement, but the negative impact can be diminished if there is brand familiarity and if perceptions of company responsibility for the failure are low (De Matos & Rossi, 2007;Mowen, Jolly, & Nickell, 1981;Siomkos & Kurzbard, 1994).…”

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confidence: 99%

To Recall or Not to Recall a Flawed Product: Corporate Responses and Consumer Perceptions of Toy Recalls

Murphy¹,

Popa²

2012

JPR

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Examining parents' reactions to incidents involving toy defects, the authors find that corporate strategies of handling product problems influence consumer attitudes and purchase intentions, and beneficial effects of recalling a product can arise for firms, particularly when the product problem is minor and the company response is strong.This research emphasizes that product recalls can be viewed not only from the disaster-mitigation perspective of prior literature, but also as opportunities for companies to realize market benefits by engaging in responsible recall behavior, forging better relationships with customers. Additionally, the authors find that individuals' search for information following recall news is dependent on the product defect encountered.

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