The suffering company: Consumer compassion towards companies exposed to negative events

Meyer, Frederik; Frank, Huber; Huber, Stéphanie

doi:10.1002/mar.21181

Cited by 10 publications

(14 citation statements)

References 113 publications

(201 reference statements)

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“…They found that adjusted customer expectations strongly moderate the impact of customer satisfaction on repurchase behavior. Some of the theories explored in this cluster include social capital theory (Rey‐Moreno & Medina‐Molina, 2016), social identity theory (Hultman et al, 2019), and deservingness theory (Meyer et al, 2019), among others.…”

Section: Intellectual Structure Of Pandmmentioning

confidence: 99%

A bibliometric retrospection of marketing from the lens of psychology: Insights from Psychology & Marketing

Donthu

Kumar

Pattnaik

et al. 2021

Psychology and Marketing

175

114

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The contribution of psychology to marketing has been significant and invaluable. No discipline has benefitted from another as much as marketing from psychology. To gain an understanding of the scientific contributions emerging from the intersection of psychology and marketing, this study conducts a bibliometric retrospection of a premier journal dedicated to the application of psychological theories and techniques to marketing: Psychology & Marketing (P&M). To do so, this study employs bibliometrics to unpack the publication trends and the intellectual structure of P&M. In doing so, this study reveals several interesting findings. First, P&M's publications grew by 71.9 times, authorships grew by 82.1 times, and citations grew by 150.8 times between 1984 and 2020, indicating a healthy growth of marketing research informed by psychology. Second, P&M's contributions manifest through eight intellectual clusters—namely, marketing environment; consumer engagement; online consumer behavior and marketing; luxury consumption and marketing; sustainable consumption and marketing; influencer and international marketing; customer relationship, satisfaction, and loyalty; and marketing futures. Finally, P&M's emerging and promising areas for future exploration include aesthetics and consumer impressions; celebrity endorsement; conspicuous consumption and hedonic adaptation; climate change; choice likelihood; consumer engagement; consumer psychology; marketing communication; sensory marketing; sharing economy; and social media marketing. As a whole, these findings should provide readers with a state‐of‐the‐art overview of marketing from psychology through the scientific contributions from P&M.

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Section: Intellectual Structure Of Pandmmentioning

confidence: 99%

A bibliometric retrospection of marketing from the lens of psychology: Insights from Psychology & Marketing

Donthu

Kumar

Pattnaik

et al. 2021

Psychology and Marketing

175

114

View full text Add to dashboard Cite

show abstract

“…Consumer compassion is a dynamic process in which emotional reactions are projected into the customer’s consciousness, particularly the consumer’s imagination about others’ experiences ( Meyer et al, 2019 ). Specifically, the consumer’s empathy consists of cognitive and emotional empathy.…”

Section: Theoretical Background and Hypotheses Developmentmentioning

confidence: 99%

Customers’ Experiences of Compassion and Brand Attitude: Evidence From Low-Cost Carriers

Choi

Kim

2021

Front. Psychol.

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The purpose of this study is to examine the effect of compassion experienced by low-cost carriers customers on their brand attitudes. Specifically, this study aims to unbox the mechanisms through how the customers’ experiences of compassion influence the formation of positive brand attitudes. Using the data from 423 low-cost carriers customers in South Korea, this study found that the more low-cost carriers’ customers experience compassion, the more positive their brand attitudes are toward the low-cost carriers. Notably, this study demonstrated that the positive relationship between compassion and brand attitudes is serially mediated by positive emotion and positive brand image. The results from this study contribute to the literature on the airline industry by examining the roles of compassion, which is relatively new to the field, and also provide practical insights for a low-cost carrier to come up with competitive strategies to achieve a competitive advantage over its competitors in the industry.

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“…(Lastner et al, 2019). Another area it adds to is how consumers react to companies and their negative events (Meyer, Huber, & Huber, 2019). Though Meyer et al find some consumer compassion, here we uncover deeper sentiments of resistance.…”

Section: Daily Deal Details and Restrictionsmentioning

confidence: 56%

“…Furthermore, they add to the work on price perceptions and how there is a social element to the perception of buyer price deal fairness (Lastner et al, ). Another area it adds to is how consumers react to companies and their negative events (Meyer, Huber, & Huber, ). Though Meyer et al find some consumer compassion, here we uncover deeper sentiments of resistance.…”

Section: Discussionmentioning

confidence: 99%

Regret and nonredemption of daily deals: Individual differences and contextual influences

Scheinbaum

Shah

Kukar‐Kinney

et al. 2020

Psychology and Marketing

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The growth of online daily deal price promotions and the resulting consumer nonredemption of daily deal coupons is worthy of understanding from a psychological lens of nonconsumption. Whereas there is an emerging literature on daily deals and established literature on barriers to redemption, there exists a gap in where this scholarship intersects. This study provides a conceptual model explaining why consumers purchase daily deal coupons and do not redeem them. We explain consumers’ reasons for buying a daily deal upfront along with their reasons for not using it from theoretical lenses of reasons theory and social motivations theory. On testing the model empirically with qualitative and deepening insight via quantitative methods, the findings reveal that reasons for purchasing daily deals are rooted in individual consumer‐level factors (i.e., price‐consciousness, buying impulsiveness, and susceptibility to interpersonal normative influence). Further, reasons for nonredemption are explained by contextual elements of the daily deal (i.e., offer distinctiveness, the total number of daily deals sold, restrictions on using the deal, and low discount size). Our findings suggest that post‐purchase regret ultimately explains a key reason deals go unused. Marketing implications are offered in the areas of characteristics of daily deal offers.

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The suffering company: Consumer compassion towards companies exposed to negative events

Cited by 10 publications

References 113 publications

A bibliometric retrospection of marketing from the lens of psychology: Insights from Psychology & Marketing

A bibliometric retrospection of marketing from the lens of psychology: Insights from Psychology & Marketing

Customers’ Experiences of Compassion and Brand Attitude: Evidence From Low-Cost Carriers

Regret and nonredemption of daily deals: Individual differences and contextual influences

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