Search results

Whilst many studies consider labelling as means of aggregated communication of environmental product features, the presentation of detailed product information seems a promising alternative. However, the mechanisms through which detailed product information takes effect on consumers requires better understanding. The purpose of this paper is to empirically develop a framework that focuses on consumers’ perceived usefulness of, and trust in, detailed product information, whilst also considering the role of environmental self-identity. This understanding will help businesses to further stimulate eco-friendly consumption.

Structural equation modelling and conditional process analysis are utilised to test hypotheses based on a sample of 279 respondents to a German online survey.

Results show that the perceived usefulness of product information (PUPI) has a positive effect on purchase intention, and this effect is intensified by an individual’s environmental self-identity. Furthermore, for consumers with high environmental self-identity, the effect of PUPI on purchase intention is mediated in turn by trust in detailed product information and resistance to negative information.

This study contributes to the debate on the role of product information in ethical consumption by showing how detailed product information gives rise to favourable behavioural outcomes. When detailed information is perceived as being useful, it can affect purchase intention through greater trust and an increased resistance to negative information. Further, detailed product information appears beneficial for both, the mass market and specific segments with high environmental self-identity. Hence, this study empirically establishes the effects of detailed product information on consumer decision making, thus informing sustainability-related marketing theory and practice.

The aim of this research is to investigate the positive effects of corporate social responsibility (CSR) on loyalty to retailers through trust dimensions (competence, benevolence and integrity) taking into account socio-cultural factors (social norms and collectivism) across nations.

The authors carried out three quantitative studies (N = 948) in three countries (France, Germany and the United Kingdom [UK]). They then used structural equation modelling to test the model and hypotheses.

The results show contingent positive effects of CSR perception on customer loyalty. They underscore indirect effects of CSR on loyalty through the mediation of specific dimensions of trust (competence, benevolence and integrity). The authors also identify significant moderations such that the effects of social norms on CSR and loyalty are stronger in France/Germany than in the UK. The effects of collectivism on CSR and loyalty are stronger in France than in Germany and the UK.

Retailers can rely on CSR and trust to increase loyalty directly. When communicating CSR activities, retailers have to account for cultural differences in their main markets and adopt adjusted strategies to convince consumers about their CSR efforts. Retailers should understand the social norms of their customers in order to determine the effectiveness of disclosing CSR initiatives.

Using a cross-cultural perspective, this article extends and enriches knowledge on the relationship between CSR, social norms and loyalty in retailing in different cultural settings. It also underscores the role of trust in building loyalty across nations.

Despite the existence of various approaches for promoting ethical consumption, it remains a challenge to determine which ethical product features are actually decision relevant for consumers. Based on the assumption that values influence behavior across a range of situations, the purpose of this paper is to explore consumers preferences for product information items that address underlying motivators (i.e. concerns about the environment, animal welfare, other humans, price). Information preferences are also determined for different consumer segments separately, enabling one to target consumer groups with specific decision-relevant information.

A German online survey was conducted with mainly young consumers. The survey used a choice-based conjoint analysis (CBCA) with the relevant product information items chosen based on an analysis of the attributes of dairy products and the guidelines for eco- and fair trade labels. The identified items were assigned to the ethical criteria of animal welfare, environmental protection, and labor and human rights. These criteria, along with price and country of origin, represent the attributes of the CBCA.

The results indicate that information about animal welfare increases consumer choice the most, followed by information about labor and human rights, and environmental protection. Three identified segments differ with respect to their decision-relevant product information: ethically motivated consumers (53.8 percent), price oriented consumers (12 percent), and price-quality oriented consumers (34.2 percent).

This study contributes to a better understanding of how ethical product information can most effectively be communicated to consumers, particularly for dairy products. The results highlight the need to carefully select ethical product information based on the target consumer segment in order to promote ethical consumption.

Brands can build meaningful, effective connections with consumers through digital influencers. This paper aims to understand the factors determining digital influencers’ success concerning brand-related (i.e. intention to follow influencer advice) and influencer-related (i.e. intention to recommend the influencer) outcomes. We present a conceptual model derived from established theories and psychological reasoning, identifying influencer authenticity and perceived value as important antecedents. We present satisfaction with the influencer and influencer credibility as the psychological mechanism explaining why antecedents transform into favorable outcomes.

With structural equation modeling and two studies (N1 = 814; N2 = 685) relying on active followers from two countries (the UK and India), this paper examines the direct and indirect effects of the value and authenticity of digital influencers on followers’ behavioral outcomes and the cultural context’s potential moderating effect.

Authenticity and value of digital influencers positively affect intention to follow influencer advice and recommend the influencer. Such effects are mediated by follower satisfaction and influencer credibility. The effects of influencer authenticity and value on intentions to follow and recommend are not stronger in India than in the UK.

We contribute to the literature by presenting a theoretically informed framework capturing the antecedents of successful influencers and the importance of differentiating brand-related and influencer-related outcomes. Furthermore, our studies highlight that research findings about influencers’ impact may not be generalizable to other cultural contexts.

The influence of electronic word-of-mouth (eWOM) information, such as online reviews, on consumers’ decision making is well documented, but it is unclear if online reviews still matter in post-purchase evaluation and behaviours. The purpose of this paper is to examine the extent to which online reviews (aggregate rating (AR) and individual reviews (IR)) influence consumers’ evaluation and post-purchase behaviour by considering the valence congruence of online reviews and consumption experience (CE).

Following social comparison theory and relevant literature, the authors conduct an online experiment (pre-test: n=180; main study: n=347). The authors rely on a 2 (CE valence) ×2 (AR valence) ×2 (IR valence) between-subjects design.

Congruence/incongruence between the valences of CE, AR and IR affects consumers’ post-purchase evaluation at the emotional, brand and media levels and review-writing behaviour. In comparison to aggregated rating, IR are more important in the post-purchase stage. Similarly, consumers have a higher eWOM-writing intention when there is congruence between the valences of CE, AR and IR.

The authors demonstrate the importance of service providers continually monitoring their business profiles on review sites to ensure consistency of review information, as these influence consumers’ post-purchase evaluation and behaviours. For this reason, the authors illustrate the utility of why media owners of review sites should support the monitoring process to facilitate the engagement of both businesses and customers.

The authors break new ground by empirically testing the impact of online review information post-purchase seen through the theoretical lens of social comparison. The approach is novel in breaking down and testing the dimensions of post-purchase evaluation and behavioural intentions in understanding the social comparison elicited by online reviews in the post-purchase phase.

The purpose of this study is to reveal the research trends in guest experiences of service robots in the hospitality industry.

In this study, a review was carried out on the Web of Science (WoS) database with the assistance of bibliometric analysis techniques. Cluster analysis was also employed for this to group important data to determine the relationships and to visualize the areas in which the studies are concentrated. The thematic content analysis method was used to reveal on which customer experiences and on which methods the focuses were.

On the subject of experiences of service robots, the greatest number of publications was in 2021. In terms of country, China has come to the fore in the distribution of publications. As a result of thematic content analysis, it was determined that the leading factor was the main dimension of emotional experience. In terms of sub-dimensions, social interactions attracted more attention. Most of the studies discussed were not based on any theory. Apart from these, the Technology Acceptance Model (TAM), the Service Quality Model (SERVQUAL) and Perceived Value Theory (PVT) were featured more prominently among other studies.

In this study, only the WoS database was reviewed. In future studies, it would be possible to make contextual comparisons by scanning other databases. In addition to quantitative research designs, social dimensions may be examined in depth following qualitative research methods. Thus, various comparisons can be made on the subject with mixed-method research designs. Experimental research designs can also be applied to where customers have experienced human-robot interactions (HRIs).

In the hospitality industry, it is critical to uncover every dimension of guests' robot acceptance. This study, which presents the current situation on this basis, guides future projections for the development of guest experiences regarding service robots in the hospitality industry.