The impact of generation Y’s customer experience on emotions: online banking sector

Recently, banking sector focused on attracting Generation Y (individuals born between 1980 and 2000) because they have emerged as a huge force with growing spending power which will unavoidably rival with Baby Boomers’ market dominance. They try to attract them through a unique customer experience, especially the ability of differentiation. Using the Mehrabian & Russell’s model of stimulus (S) - organism (O) - response (R), this study developed the Generation Y customer experience framework that intends to explain their consumer emotional responses toward customer experience attributes in a bank through three aspects: pleasure, dominance, and arousal toward online banks. Empirical evidence, based on data from a survey suggests that the overall customer experience attributes in the bank had a positive relation with emotional responses in different ways. “Value for money”, “Getting things right the first time” and “Put the consumer first” emerged as the most important attributes for Generation Y in experiencing a bank.info:eu-repo/semantics/acceptedVersio

Pity for economically disadvantaged groups motivates donation and ally collective action intentions

We argue that pity can motivate collective action intentions toward groups that are both politically and economically deprived. We tested this connection in four online surveys and an experiment. In Study 1 (N = 1,007), pity for the Roma in Hungary predicted collective action intentions, which was replicated in Study 2 in connection with refugees in Germany (N = 191) and in Hungary (N = 563). Study 3 (N = 475) demonstrated that for not economically but politically disadvantaged groups (e.g., sexual minorities), pity was not a predictor of ally action. In an experiment (Study 4, N = 447), pity was just as strong a predictor of collective action intentions as outrage on behalf of an economically and politically disadvantaged outgroup. Pity can be a mobilizing emotion when it comes to groups that are both economically and politically disadvantaged; however, outrage remains more important in the absence of economic hardship

Engagement in Vice Food and Beverage Consumption: The Role of Perceived Lack of Control

Prior research has established a link between lacking control over one's life, the resulting stress, and the maladaptive outcome of eating disorders. However, such research has left unexamined the exact link among perceptions of control, stress, and unhealthy food choices. This study aims to fill this gap by identifying the exact sequence linking these variables and explaining why stress induced by low control leads to engagement in vice food consumption. Based on self-licensing theory, we predict that a perceived lack of control indirectly prompts people to engage in vice food and beverage consumption, because a lack of control leads to higher personal stress and, consequently, a need to escape through self-indulgence. Across one survey-based study in France and two experiments (in the United States and the United Kingdom), we find consistent support for our hypothesis. The results support the prediction that a perceived lack of control increases the consumption of unhealthy foods and beverages. Specifically, when consumers feel a lack of control over their life, they experience stress, seek an escape from this stress, and end up self-indulging through the consumption of vice food and beverages. For public policy-makers and brand managers, the results suggest that having people perceive more control over their life is of particular importance to staying healthy.fals

Why Are International Visitors More Satisfied with the Tourism Experience? The Role of Hedonic Value, Escapism, and Psychic Distance: .

International audiencePrevious studies have consistently observed that international visitors are more satisfied with the tourism experience than their domestic counterparts. To date, however, no study has provided empirical evidence of the mechanism that could explain this phenomenon. Building on the experiential paradigm, we conducted two empirical studies (a field study and an online experiment) showing that the reason foreign (vs. domestic) visitors exhibit higher levels of satisfaction lies in the greater hedonic value that these tourists derive from their experience. Moreover, the greater hedonic value observed among international foreign visitors is due to the deeper feeling of escapism they experience by traveling abroad. We also demonstrate that this effect is explained by the concept of psychic distance, whereby going abroad leads to a greater perception of psychic distance, and subsequently escapism, hedonic value, and satisfaction with the tourism experience

Guilty Red Food Packages: How the Color Red Affects Guilt through Negative Cognitive Associations for Vice Products: An Abstract

International audienceFood companies frequently use color as a tool for easy identification, with for instance Coca-Cola being associated with the color red. Previous research supports this notion of colors as a powerful cue, colors being showed to influence emotional responses (Babin et al. 2003; Bellizzi and Hite 1992), but also brand evaluation (Labrecque and Milne 2012), price perception (Babin et al. 2003; Puccinelli et al. 2013), and purchase intentions (Gorn et al. 1997; Labrecque and Milne 2012). Given this role of cognitions following color exposure, it may be that cognitive inferences explain the mixed evidence found for one particular color: red. This color often carries positive meanings, as it is associated with love or energy, but also negative ones, priming, for example, the notions of danger, mistakes, ban, transgression, or war (Elliot et al. 2007). Surprisingly, however, no research to date has examined how the negative associations induced by the color red might negatively affect emotions and behavior. Therefore, the current research relies on recent studies highlighting the aforementioned importance of color for food products to examine the effect of the color red on consumers' responses to food packages. Specifically, because of its negative meanings and specifically its association with mistakes (Mehta and Zhu 2009), the color red may prompt negative feelings that are closely linked to transgression, more specifically guilt, an emotion that results from the transgression of moral or social standards (Baumeister et al. 1994). To test this notion, this research builds on the S-O-R model and psychological literature on guilt to posit hypotheses about the relationship among red, negative cognitive associations, and guilt. The research tests the hypotheses in a series of three studies. Because of the historical opposition between red and green (Nakshian 1964), A first study using chip packages as stimuli demonstrates the indirect effect of the color red (vs. green) on guilt through the mediating role of negative cognitive associations. Then, two additional studies using candies and cereal bar packages, respectively, replicate these effects and also demonstrate the role of the vice versus virtue product type. The results highlight the moderating role of perception of the product as a vice product, with the color red leading to stronger negative associations and guilt for such products. Implications for further research are discussed. \textcopyright 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG

Why Are International Visitors More Satisfied with the Tourism Experience? The Role of Hedonic Value, Escapism, and Psychic Distance: .

International audiencePrevious studies have consistently observed that international visitors are more satisfied with the tourism experience than their domestic counterparts. To date, however, no study has provided empirical evidence of the mechanism that could explain this phenomenon. Building on the experiential paradigm, we conducted two empirical studies (a field study and an online experiment) showing that the reason foreign (vs. domestic) visitors exhibit higher levels of satisfaction lies in the greater hedonic value that these tourists derive from their experience. Moreover, the greater hedonic value observed among international foreign visitors is due to the deeper feeling of escapism they experience by traveling abroad. We also demonstrate that this effect is explained by the concept of psychic distance, whereby going abroad leads to a greater perception of psychic distance, and subsequently escapism, hedonic value, and satisfaction with the tourism experience

Monetary Scarcity Leads to Increased Desire for Assortment: .

International audienceMoney is a unique resource that provides considerable freedom and options to consumers. Restrictions on money may have a broader impact on consumers than similar restrictions to other desirable resources. In the first two studies, we show that within two different resources, money and space, only money prompts a stronger desire for a large assortment. In two subsequent studies, we find that when individuals face monetary scarcity, they place more value on their freedom of choice, in that they are dissatisfied with small assortments (study 3) and tend to prefer to keep their choice options open (study 4). Importantly, this effect is especially strong among highly reactant consumers

Perceiving Control over the Exchange on Peer-to-Peer Platforms: Measurement and Effects in the Second-Hand Market

While the emergence of peer-to-peer (P2P) platforms has revolutionized the way people exchange goods, these platforms face the need to provide appealing products offered by independent providers. However, those providers have to deal with anonymous buyers, potentially hindering their perception of control over the exchange and their subsequent willingness to use the platform. Our research addresses this issue of providers’ control. Because prior research uses either environment-centric or individual-centric measures of control, no accurate measure of perceived control exists. This research aims to contribute by providing a scale that—in line with control theories—differentiates among the perceptions of control that derive from individual (i.e., skills-related) and those that emerge from the environment (i.e., security-related, autonomy-related). The results of four empirical studies performed in the second-hand market provide strong empirical support for the validity of our control scale, and its ability to explain the provider’s experience on the P2P platform

Monetary Scarcity Leads to Increased Desire for Assortment: .

International audienceMoney is a unique resource that provides considerable freedom and options to consumers. Restrictions on money may have a broader impact on consumers than similar restrictions to other desirable resources. In the first two studies, we show that within two different resources, money and space, only money prompts a stronger desire for a large assortment. In two subsequent studies, we find that when individuals face monetary scarcity, they place more value on their freedom of choice, in that they are dissatisfied with small assortments (study 3) and tend to prefer to keep their choice options open (study 4). Importantly, this effect is especially strong among highly reactant consumers

When does an ethical attribute matter for product evaluation? The role of warm‐glow feelings for low‐rated products

Research on the effects of ethical attributes has recently gained traction. However, limited research has addressed consumer response to ethical attributes in the current context where product ratings have become of primary importance to make decisions. Specifically, this study examines the relative effect of ethical attributes on product evaluations across different product ratings. Building on cue consistency theory and the negativity bias, we suggest that ethical attributes gain weight when consumers evaluate a low‐rated product. This process leads consumers to anticipate more warm‐glow feelings, generating better evaluations for such low‐rated products featuring an ethical attribute (vs. another type of attribute). Two experiments provide consistent empirical support for this prediction, and demonstrate that, compared to other attributes or no attribute, an ethical attribute increases product evaluations to a larger extent when the product received low (vs. higher) ratings. We show that this effect occurs because of warm‐glow feelings: when product ratings are low, consumers anticipate more warm‐glow feelings from purchasing a product with an ethical attribute (vs. another type of attribute), leading to better product evaluations. These findings have direct managerial and ethical implications for practitioners