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Three studies examine an emotion fit effect in the crisis communication, namely, the interaction between emotional frames of guilt and shame and consumer emotions of anger and fear on consumer forgiveness. Guilt-framing communication results in higher forgiveness than shame-framing for angry consumers, whereas shame-framing communication results in higher forgiveness than guilt-framing for fearful consumers. These effects are driven by consumers' accessible regulatory foci associated with anger/fear and guilt/shame. Specifically, feelings of anger activate a promotion focus that is represented by guilt frames, while feelings of fear activate a prevention focus that is enacted by shame frames. Compared with emotion non-fit (i.e., anger to shame and fear to guilt), emotion fit (i.e., anger to guilt and fear to shame) facilitates greater feelingright and consumer forgiveness. The findings offer novel insights for extant literature on emotion, crisis communication, and regulatory focus theory, as well as practical suggestions regarding the emotional frames.

This research proposes that mortality salience leads individuals to engage in differentiation of excessive consumption based on their appraisal of the karmic system. Study 1 demonstrated that mortality salience interacts with belief in karma to jointly determine excessive consumption, such that consumers faced with mortality salience tend to increase overconsumption likelihood when they have a weak (vs. strong) belief in karma. Study 2 revealed the underlying mechanism – temporal perspective – that drives our main effect. Replicating the findings of the two previous studies, study 3 further delineated benefit appeal as a theoretically derived boundary condition for the proposed interaction effect on excessiveness. Theoretical and, practical implications, as well as avenues for future research are discussed.

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