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- All Subjects: psychology
- All Subjects: Betrayal
Description
When consumers make experiential purchases, they often have to decide between experiences that contain many or few features. Contrary to prior research demonstrating that consumers prefer feature-rich products before consumption but feature-poor products after consumption, the author reveals a reversal of this effect for experiences. Specifically, the author hypothesizes and finds that consumers prefer feature-poor experiences before consumption (a phenomenon denoted as `feature apprehension') but prefer feature-rich experiences after consumption. This feature apprehension occurs before consumption because consumers are concerned with the uncertainty associated with attaining a satisfying outcome from the experience. Manipulating the temporal distance with which consumers view the experience can attenuate this effect. Additionally, locus of control and social signaling moderate consumers' post-consumption preference for feature-rich experiences. The author proposes several recommendations for consumers and providers of experiences.
ContributorsMiller, Chadwick Justin (Author) / Samper, Adriana (Thesis advisor) / Mandel, Naomi (Thesis advisor) / Sinha, Rajiv K (Committee member) / Arizona State University (Publisher)
Created2015
Description
This dissertation uncovers the negative aspects of aesthetics by examining when and how enhanced product and payment aesthetics can backfire and lead to unfavorable consumer responses. The first essay examines the downstream effects of nondurable product aesthetics on usage behavior and consumption enjoyment. Across a series of field and lab experiments, I document an inhibiting effect of aesthetics on consumption. I find that highly aesthetic products elicit greater inferences of effort in their creation, and that people have an intrinsic appreciation for such effort. Because the consumption process indirectly destroys the effort originally invested to make the product beautiful, people reduce consumption of such products because usage would involve destroying something they naturally appreciate. Further, I show that in cases where individuals do consume a beautiful product, they exhibit lower consumption enjoyment. These negative post-consumption outcomes are driven in parallel by concerns over having actually destroyed the effort that made the product beautiful as well as the decrements in beauty that become visible when aesthetic products are made less attractive through consumption. The second essay investigates how the aesthetics and design of a payment (e.g., beautiful gift card packaging) can influence the purchase experience. Three field and lab experiments reveal the negative impact of beautified payments on spending and purchase satisfaction, particularly in situations where usage involves compromising its aesthetic appeal. Specifically, when consumers must damage a payment’s appearance before using it (e.g., ripping gift card packaging), they are less likely to use that payment, and experience lower purchase satisfaction when they do, an effect driven by the pain of payment. In doing so, I identify aesthetics as a novel antecedent to the pain of payment that carries important consequences for spending behavior, purchase satisfaction, and the overall customer experience. Implications for theory and practice are discussed.
ContributorsWu, Freeman (Author) / Morales, Andrea C. (Thesis advisor) / Samper, Adriana (Thesis advisor) / Dahl, Darren W. (Committee member) / Fitzsimons, Gavan J. (Committee member) / Mandel, Naomi (Committee member) / Arizona State University (Publisher)
Created2018
Description
Research and theory in social psychology and related fields indicates that people simultaneously hold many cultural identities. And it is well evidenced across relevant fields (e.g., sociology, marketing, economics) that salient identities are instrumental in a variety of cognitive and behavioral processes, including decision-making. It is not, however, well understood how the relative salience of various cultural identities factors into the process of making identity-relevant choices, particularly ones that require an actor to choose between conflicting sets of cultural values or beliefs. It is also unclear whether the source of that salience (e.g., chronic or situational) is meaningful in this regard. The current research makes novel predictions concerning the roles of cultural identity centrality and cultural identity situational salience in three distinct aspects of the decision-making process: Direction of decision, speed of decision, and emotion related to decision. In doing so, the research highlights two under-researched forms of culture (i.e., political and religious) and uses as the focal dependent variable a decision-making scenario that forces participants to choose between the values of their religious and political cultures and, to some degree, behave in an identity-inconsistent manner. Results indicate main effects of Christian identity centrality and democrat identity centrality on preference for traditional versus gender-neutral (i.e., non-traditional/progressive) restrooms after statistically controlling for covariates. Additionally, results show a significant main effect of democrat identity centrality and a significant interaction effect of Christian and democrat identity centrality on positive emotion linked to the decision. Post hoc analyses further reveal a significant quadratic relationship between Christian identity centrality and emotion related to the decision. There was no effect of situational strength of democrat identity salience on the decision. Neither centrality or situational strength had any effect on the speed with which participants made their decisions. This research theoretically and empirically advances the study of cultural psychology and carries important implications for identity research and judgment and decision-making across a variety of fields, including management, behavioral economics, and marketing.
ContributorsBarbour, Joseph Eugene (Author) / Cohen, Adam B. (Thesis advisor) / Kenrick, Douglas T. (Committee member) / Mackinnon, David P (Committee member) / Mandel, Naomi (Committee member) / Arizona State University (Publisher)
Created2019
Description
When consumers find that something critically out of the ordinary has occurred, they direct attention to evaluate such a critical incident more closely. The results of this evaluation may put consumers on a switching path or it might lead them to engage in unfavorable behaviors from the perspective of the organization, such as engaging in negative word-or-mouth online. The negative consequences of some product (goods or services) failures go beyond simple product attribute defects, leading customers to terminate the relationship with the organization. This dissertation, which is composed of three essays, investigates how consumers engage in negative word-of-mouth on social media channels in response to their various product failures and explores an important relationship event of betrayal, which can be triggered by certain product failures. It investigates how betrayal is perceived by customers and influences a range of their behaviors across business-to-consumer and business-to-business contexts.
ContributorsChung, Myunghun Myunghun (Author) / Bolton, Ruth N (Thesis advisor) / Mandel, Naomi (Committee member) / Kim, Sunghoon (Committee member) / Arizona State University (Publisher)
Created2019