Online consumer misbehaviour: an application of neutralization theory

Studies have argued that misbehaviour by customers is becoming increasingly prevalent in certain sectors. However, online consumer misbehaviour is comparatively under-researched. The focus of the current study is peer-to-peer activities, including copying music, movies, software or video games: a phenomenon which affects the entertainment sector as a whole and costs the industry billions of pounds each year. Neutralization theory provides a potentially fruitful perspective from which to explore consumer justifications and rationalizations for their online misbehaviour. The aim of this paper is to explore the extent to which peer-to-peer users employ techniques of neutralization to justify prior-to behaviour or rationalize their activities post behaviour. First, a review of online customer misbehaviour is provided, followed by an overview of existing research into the techniques of neutralization. Following a discussion of the research methods employed, findings regarding the peer-to-peer online misbehaviours and neutralization techniques are presented. Data analysis reveals that peer-to-peer file-sharers employ (often multiple) techniques of neutralization in order to pre-justify or post-event rationalize their activities, including: denial of victim; denial of injury; denial of responsibility; claim of normality; claim of relative acceptability; justification by comparison; and appeal to higher loyalties. The paper concludes with a series of implications for both theory and practice

The Asian communication debate: culture-specificity, culture-generality, and beyond

Critical discussion of Asian communication theory began in the 1980s, fermented in the 1990s, and in recent years was enriched by the criticism of Eurocentrism. Significant progress has been made in the pursuit of theory construction, especially in areas that closely deal with culture and communication issues, e.g., intercultural communication, postcolonial or cultural studies. While greater attention was paid to the cultural contexts of communication research in Asia, a number of crucial issues seem to have remained unsettled, among them the need and possibility of de-Westernization, and the pros and cons of culture-specific and culture-general approaches. In this article we make an attempt to tease through layers of arguments and sift proposals and possibilities, with the hope that a more viable future direction could emerge to reconcile the tension between culture-specificity and culture-generality. Our discussion focuses on the concept of cultural commensurability, which stresses similarity and equivalence, and not commonality and uniformity. Taking note of the inherent openness of culture, language and meaning, it is argued that the concept of cultural commensurability will open the indigenization issue to a broader horizon for future discourse