Australian consumers' attitudes toward France a decade after nuclear testing: evidence of forgiveness

Heslop, Louise A.; Lu, Irene R. R.; Cray, David

doi:10.1002/cb.283

Cited by 17 publications

(20 citation statements)

References 37 publications

(36 reference statements)

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“…Studies have found that cognitions of another country influence product beliefs (Papadopoulos and Heslop, 2003;Heslop et al, 2004) and product evaluations (Heslop et al, 2004;, and willingness to buy (WTB) (Wang and Lamb, 1980). However, the affective dimension of a country's image has not received such attention in the literature (Heslop et al, 2008(Heslop et al, , 2009Roth and Diamantopoulos, 2009). Only a few studies have examined the impact of the affective dimension of country image on product preference (Brijs, 2006;Haubl, 1996;Heslop et al, 2004Heslop et al, , 2008Heslop et al, , 2009Orbaiz and Papadopoulos, 2003;Verlegh, 2001).…”

Section: International Crisismentioning

confidence: 95%

Animosity, subjective norms, and anticipated emotions during an international crisis

Maher

Mady²

2010

International Marketing Review

100

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PurposeThis research seeks to add to the body of research pertaining to animosity by examining the additional roles of anticipated emotions and subjective norms on consumers' purchase intentions regarding foreign products when companies' or governments' actions cause negative repercussions. The paper also examines the role of group responsibility as an antecedent to animosity.Design/methodology/approachData were collected using a snowball sampling technique among undergraduate students from a prominent university in Kuwait. Of the 460 questionnaires received, 13 were eliminated for incompleteness. Sample members were aged 18 and above, and 53.9 percent of the respondents were females.FindingsSubjective norms related to buying Danish products – as well as the negative emotions expected from buying the product and the positive emotions expected from not buying the product – led to less willingness to buy Danish products. In addition, social pressure was found to be the more important factor in consumers' willingness to buy compared to anticipated emotions.Originality/valueThis paper suggests that, in addition to animosity, other factors influence a consumer's decision to withhold consumption. Therefore, managers need to assess the emotions and norms characterized by citizens of the target country to capitalize on such information when marketing their products.

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Section: International Crisismentioning

confidence: 95%

Animosity, subjective norms, and anticipated emotions during an international crisis

Maher

Mady²

2010

International Marketing Review

100

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“…An example of such forgiveness is seen in the case study of Australians forgiving the French after a nuclear test in 1995. (Heslop, Lu, & Cray, 2009) Hence, the www.ccsenet.org/ijbm…”

Section: Propositionmentioning

confidence: 99%

Consumer Animosity Following International Crisis: A Conceptual Framework to Understand Indonesian Consumers’ Attitude towards Australian Products

Koh¹

2014

IJBM

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Over the past three decades, the topic of consumer animosity has attracted the interest of academics, researchers, and policy makers. Researchers have attempted to understand the underlying constructs that lead to consumer's animosity using conceptual models to explain antecedents and consequences of consumer's animosity. This study revisits the social construct of individualism-collectivism and further refines the model with an additional psychological construct-the level of tolerance. The framework proposes that (i) individualistic-collectivistic behaviour in high-low cosmopolitanism society affects the sensitivity of consumers' animosity and (ii) consumers' distinct, non-bipolar affinity expressed through level of tolerance interacts with consumers' animosity to create a net willingness to buy foreign products from hostile nation. It then ends with some managerial implications, along with some possible avenues of further research.

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“…Conventionally, the dissatisfied customers are those who often end their relationships with the provider and advise others to do the same (Tax et al, 1998). However, what is more intriguing is to understand the role of implicit antecedents that drive consumer behaviour in post-transgression situations (Heslop, Lu, & Cray, 2009). Therefore, we attempt to investigate the extent to which customers will switch to another provider and spread negative word of mouth after experiencing service failure.…”

Section: Service Failure Outcomesmentioning

confidence: 99%

The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes

Tsarenko

Tojib

2012

Journal of Marketing Management

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This study investigates how consumer personality characteristics of religiosity, spirituality, and emotional intelligence and the severity of service failure affect emotional and decisional forgiveness as a response to service failure. Further, the study explores the relationships between these two forms of forgiveness and service outcomes, including the intention to switch the service provider and spread negative word of mouth. Findings reveal that consumer religiosity has a strong and positive effect on both types of forgiveness. However, contrary to expectations, consumer spirituality has a negative relationship with decisional and no relationship with emotional forgiveness. While consumers' perceived severity of service failure is negatively related to both types of forgiveness, the findings also suggest that emotional intelligence exerts a significant moderating influence on the relationship between service failure severity and emotional forgiveness, whereas its moderating effect on decisional forgiveness does not appear to be significant. Results demonstrate the asymmetric effects of perceived severity of service failure and the two types of forgiveness on negative service outcomes. These findings contribute to the understanding on the role of consumers' implicit personality characteristics in interpretation of service failure incidents.

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Australian consumers' attitudes toward France a decade after nuclear testing: evidence of forgiveness

Cited by 17 publications

References 37 publications

Animosity, subjective norms, and anticipated emotions during an international crisis

Animosity, subjective norms, and anticipated emotions during an international crisis

Consumer Animosity Following International Crisis: A Conceptual Framework to Understand Indonesian Consumers’ Attitude towards Australian Products

The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes

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