Tag: News

First Response Matters: The Impact of First Public Response to Social Media Complaints on Observers’ Brand Attitude Summary This paper tests how a brand’s first public reply to social media complaints shapes bystanders’ attitudes towards the brand. Using signalling theory and four experiments, the authors compare two first-response strategies: privately-oriented (ask to take the conversation […]

Understanding Gen Z Consumers: A Typology of (Un)sustainable Purchases Summary This study applies neutralisation theory to explain the paradox between Gen Z’s pro-environmental attitudes and their often unsustainable purchasing behaviour. Using 25 semi-structured interviews, the authors identify six neutralisation techniques Gen Z uses to rationalise unsustainable purchases: four established techniques (denial of responsibility, condemning the […]

When Less Pressure Leads to More Talk: Sales Tactics and Word‐of‐Mouth Summary This paper reports five experiments across multiple retail contexts (clothing, travel, fitness, electronics) showing that salespeople who encourage customers to deliberate — rather than pressuring them to buy — trigger more positive word‑of‑mouth (WOM). The authors develop a psychological account: encourage‑to‑deliberate tactics increase […]

GenAI Use Behavior and Post‐Failure Perceptions Among People With Functional Disabilities: A Multimethod Study Summary This multimethod paper investigates how people with functional disabilities (hearing, visual and mobility impairments) adopt and respond to generative AI (GenAI). The authors combine a two-part survey study (Study 1) and a controlled experiment (Study 2). Study 1 uses a […]

Experiential Engagement: A Scale for Experiential Contexts Summary This paper develops and validates a short, unidimensional six-item scale of “experiential engagement” designed to be generalisable across experiential contexts such as sport, music and the arts. The authors conducted a PRISMA-guided systematic review of 25 context-specific engagement scales, extracted 466 items and iteratively reduced and adapted […]