No abstract

No abstract

Purpose New product development (NPD) is increasingly being delegated to consumers, yet little research has investigated consumer-centric factors that may influence this delegation. Thus, the purpose of this paper is to uniquely combine regulatory focus and analogical reasoning to investigate new product ideation and downstream consumer-brand responses. Design/methodology/approach A series of experiments were undertaken. Findings Study 1 revealed that promotion-focused consumers (as opposed to prevention-focused consumers) have significantly greater purchase intentions if given an analogical reasoning task before engaging in new product ideation due to their cognitive flexibility. Study 2 tested the effects of near vs far analogies and found that promotion-focused consumers use analogical thinking to a greater extent and have significantly higher purchase intentions if primed with far analogies because regulatory fit is enhanced. However, analogical thinking and purchase intentions significantly drop if primed with near analogies. In contrast, prevention-focused consumers use analogical thinking to a greater extent and have significantly higher purchase intentions if shown near analogies, compared to far analogies, because of improved regulatory fit. Both studies confirm a serial mediation chain involving task engagement, self-brand connection, and brand sincerity. Research limitations/implications This research extends current understanding regarding the role of creative tasks within consumer NPD. It also uniquely links regulatory focus and consumer task engagement in NPD to increase favorable brand responses. Practical implications Findings offer managerial insights that can positively increase consumer-brand outcomes during NPD. Originality/value This is one of the first studies to demonstrate the importance of analogical thinking and consumer-centric factors (i.e., regulatory focus) during the NPD process. This avenue of research is important, as most studies have neglected ways in which to increase consumer NPD task engagement, leaving resources unutilized.

No abstract

Purpose Service delays are of significant concern to both consumers and companies – delays cost both groups billions of dollars and lead to consumer frustration and switching activity. Therefore, determining means of overcoming negative consumer reactions to delays is important, and the authors propose that anthropomorphic facial expressions could be one of those means. Thus, the purpose of this paper is to test the effects of anthropomorphic cues (namely, happy and sad faces) on consumer responses to service delays, depending on whether service providers are at fault for those delays. Design/methodology/approach Three experimental studies test the proposed effects. Findings Happy faces alongside messages about delays appear to provide no significant benefit to repatronage intentions compared to a non-anthropomorphic (control) condition, whether the service provider is or is not to blame. Meanwhile, sad faces are harmful when the provider is not to blame but can somewhat bolster repatronage intentions when the provider is at fault. Further, perceived sincerity of the facial expression and patience with the provider mediate these effects. Research limitations/implications The findings offer important insights into how anthropomorphic cues, including emojis, can influence consumer responses to service delays. The work, thus, offers clarity around instances in which anthropomorphism might lead to negative consumer responses. Practical implications Managers can use the findings to increase patience and mitigate potentially negative consumer responses when service delays occur. Originality/value This work adds clarity to the literature on anthropomorphism by showing how blame attributions for service delays can lead to different consumer responses to anthropomorphic cues. The findings also show how anthropomorphism can help to mitigate negative consumer responses to service delays.