Search results for "attribution"

The influence of negative emotions on brand trust and intention to share cause-related posts: A neuroscientific study

2023

Negative user-generated content provides cues that warn other consumers to avoid using a particular product or service. This study explores whether brand feedback can counteract consumer backlash to a given company’s cause-related marketing, with a particular focus on how visual attention can moderate negative emotions. Hypotheses based on the Appraisal-Tendency Framework and commitment-trust theory were tested using neurophysiological tools (eye tracking and facial coding) and self-reported measures. The findings suggest that emotions with similar valence and arousal levels cause differing trust perceptions and consumer behavioral responses (sharing intentions), based on the presence or ab…

Brand credibility in cause‐related marketing: the moderating role of consumer values

2009

PurposeThe main purpose of this paper is to analyse the moderating effect of consumer altruistic values upon two drivers of brand credibility in cause‐related marketing (CrM): cause‐brand fit and consumer attribution of altruistic brand motivations.Design/methodology/approachThis is a quantitative study. Data have been collected through personal interviews at households using the random route sampling technique. The sample is formed by consumers of insurance and personal hygiene products, using different brand‐social cause combinations. Data have been analysed through structural equation modelling and multigroup analysis to test the moderation hypotheses.FindingsFindings show that altruisti…

Cognitive and Affective Causes of Consumer Dissatisfaction With the Hospitality Encounter

2009

Causality attributions, equity, and affection used to explain satisfaction have received special attention in the literature on dissatisfaction and complaining behavior. In this study we examine the contribution these three antecedents make to consumer dissatisfaction. A causal model has been constructed to examine the effect of these variables on dissatisfaction in a sample of 345 individuals who have had an unsatisfactory experience in a restaurant. The results show that attributions, inequity, and negative affections have a significant, direct and positive influence on the level of dissatisfaction, with attribution as the most influential explanatory variable.

Can the Retailer’s ICT Enhance the Impact of Service Recovery Efforts on Customer Satisfaction?

2019

Service recovery remains a topic of considerable interest for both academics and practitioners. This paper aims to explore the relations between recovery efforts and causal attributions, satisfacti...

Effects of message appeal and service type in CSR communication strategies

2015

Abstract Studies highlight the importance of corporate social responsibility (CSR) for companies' stakeholders. Consumers, however, are often unaware of such initiatives. Understanding how to effectively communicate socially responsible initiatives is an important challenge for both researchers and managers, who invest considerable resources in CSR initiatives. This study examines consumers' responses to two types of CSR initiatives (environment-related and employee-based) using two types of message appeals (emotional and rational) across two service types (hedonic and utilitarian). Responses provide data on consumers' awareness of CSR initiatives, attitudes toward the company, perceived co…

Satisfaction with service recovery: moderating effect of age in word-of-mouth

2015

Purpose – The purpose of this paper is, first, to analyze the direct effects of the relationship chain “causal attributions and recovery efforts → satisfaction with service recovery → conventional and online word-of-mouth intentions” and, second, to study the moderating role of age in the relationship between satisfaction and subsequent word-of-mouth. Consumer assessment and behavior associated with service recovery is a topic of considerable interest for both academics and practitioners. Design/methodology/approach – From an empirical perspective, this paper uses a sample of 336 individuals who experienced service failure at a retail store to estimate a structural equation model. Addition…

Dual nature of cause‐brand fit

2012

PurposeThe purpose of this paper is to analyse the dual nature of social cause‐brand fit by studying the influence of two cause‐brand fit categories, functional fit and image fit, on the formation of brand corporate social responsibility consumer perception (CSR perception) in a cause‐brand alliance (CBA) context.Design/methodology/approachA theoretical model is proposed, based on previous research, which explains the effect of functional fit and image fit on altruistic attributions, brand credibility and CSR image; these relationships were assessed through structural equation modelling. The model was estimated with a sample of 299 Spanish consumers of toiletries and cosmetics products, ran…

The impact of work accidents experience on causal attributions and worker behaviour

2008

Abstract It has recently been suggested that the experience of work accidents is an important variable to be considered as a predictor of workers’ perceptions (e.g. causal attributions) and behaviours. Departing from the literature, this study has two goals: (1) to analyse the relationship among work accident experience, causal attribution of accidents and workers’ behaviour; and (2) to test causal attributions as a mediating variable in the relationship between work accident experience and workers’ behaviour. To test the stability of the results, the same analyses have been performed in two Portuguese organizations, one in an industrial context and the other in an R&D context. In the indus…

ATTRIBUTION STYLE AND INTERNAL STATE LEXICON: A COMPARISON BETWEEN INDIVIDUALS WITH INTELLECTUAL DISABILITY AND TYPICAL DEVELOPMENT

2012

Current theories of intellectual disabilities underlie an approach centred on a more complete description of the development, known as “the whole child approach”, in which emphasis is placed on the reciprocal relationships between the cognitive and motivational dimensions which characterise development. In particular, subjects with intellectual disabilities, who have experienced repeated failures, may develop an attribution profile characterised by a bias towards primarily external causes. However the consideration of internal causes, such as effort and ability, requires the involvement of higher metacognitive and metalinguistic levels. Consequently, attribution to effort requires an awaren…

2015

Mental imagery, seeing with the mind’s eyes, can induce stronger positive as well as negative affect compared to verbal processing. Given this emotion-amplifying effect, it appears likely that mental images play an important role in affective disorders. According to the subcomponents model of depression, depressed mood is maintained by both negative imagery (which amplifies negative mood) and less efficient positive imagery processes. Empirical research on the link between mental imagery and affect in clinical depression, however, is still sparse. This study aimed at testing the role of mental imagery in depression, using a modified version of the Affect Misattribution Procedure (AMP) and t…