PurposeDrawing on self-determination theory, this paper compares the effects of QR code payment method (autonomous vs dependent payment) on payment pleasure, its mechanism and the boundary condition in the mobile payment setting.Design/methodology/approachFour studies were conducted to examine the effect of QR code payment method on payment pleasure. In study 1, 108 undergraduate students were asked to recall a recent experience when they made either autonomous payment or dependent payment. Study 2 assigned 74 undergraduate students to either the autonomous or dependent payment. Study 3 replicated study 2, but recruited 75 customers in the field. For study 4, a total of 134 undergraduate students participated in a 2 (payment method: autonomous payment vs dependent payment) × 2 (product involvement: high vs low) between-subjects design.FindingsThe results of these four studies demonstrate that (1) customers derive more payment pleasure from autonomous payment, compared with dependent payments (study 1); (2) the sense of control mediates the effect of the payment method on payment pleasure (study 2 and study 3); and (3) product involvement moderates the mediating effect of the sense of control (study 4).Originality/valueThese findings contribute to the literature on mobile payment and payment experience. These findings also provide insight to merchants when they select an appropriate payment method and manage the customer payment experience.

The purpose of this study was to examine the effect of the COVID-19 pandemic on customer–robot engagement in the Chinese hospitality industry. Analysis of a sample of 589 customers using service robots demonstrated that the perceived risk of COVID-19 has a positive influence on customer–robot engagement. The positive effect is mediated by social distancing and moderated by attitudes towards risk. Specifically, the mediating effect of social distancing between the perceived risk of COVID-19 and customer–robot engagement is stronger for risk-avoiding (vs. risk-seeking) customers. Our results provide insights for hotels when they employ service robots to cope with the shock of COVID-19 pandemic.

No abstract

No abstract

The usage of proper names to advertise a product is ubiquitous in the marketplace. In many cases, there is very little information about these names. For example, treatment lotion by “Lady Aiko.” This research examines whether such a strategy effectively increases evaluations for a product. If so, is this strategy more effective when used by a high‐quality brand or a low‐quality brand? Across one field study, one text analytics study, and two experimental studies, we find that the proper name strategy can lead to higher product evaluations and that such names are more effective when advertised for a low‐quality brand. We first propose, using contagion effects, that products advertised with a proper name are more likely to contain the essence of human creation, resulting in greater product effectiveness than identical products without such proper names. Furthermore, we employ the expectation‐disconfirmation account to propose that when the brand has a higher (vs. lower) quality (expectation stage), the product with a proper name strategy (postexpectation stage) leads to small (vs. large) positive disconfirmation, which thereby results in assimilation (vs. contrast) and forming product evaluations similar (vs. higher) to the original assessments of the brand. We offer implications for new product marketers on how to be most effective in influencing product evaluations, as well as policymakers looking to improve consumer welfare by encouraging manufacturers of generic products to consider using a proper name strategy.