‘Crying over spilt milk?’ Effect of post‐consumption dissonance on coping behaviour for online purchases

Mahapatra, Sabita; Mishra, Abhishek

doi:10.1111/ijcs.12744

Cited by 12 publications

(22 citation statements)

References 136 publications

(205 reference statements)

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“…Negative information conveyed to a person has a stronger influence on the person when they are in a negative emotional state ( Jin and Oh, 2021 ). According to emotion repair theory, negative emotions encourage consumers to adopt response strategies, such as seeking social support to mitigate their anger, to seek an improvement in their environment ( Mahapatra and Mishra, 2021 ).…”

Section: Literature Review and Research Hypothesismentioning

confidence: 99%

Effect of Matching Between the Adopted Corporate Response Strategy and the Type of Hypocrisy Manifestation on Consumer Behavior: Mediating Role of Negative Emotions

et al. 2022

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Consumers may sense hypocrisy in corporate social responsibility (CSR) if they note inconsistency in enterprises’ words and deeds related to CSR. This inconsistency originates from the intentional selfish actions and unintentional actions of enterprises. Studies have revealed that consumers’ perception of hypocrisy has a negative influence on enterprise operation. However, studies have not examined how corporate responses to consumers’ hypocrisy perception affect consumers’ attitude and behavior. Therefore, the present study attempted to determine the measures that should be undertaken by enterprises to reduce consumers’ negative response to them when consumers perceive them to be hypocritical. We conducted a situational simulation experiment to explore the effect of the match between corporate hypocrisy manifestation (moral hypocrisy vs. behavioral hypocrisy) and the corporate response strategy (reactive CSR communication vs. proactive CSR communication) on consumers’ negative behaviors toward an enterprise and to test the mechanism influencing this effect. The results indicated that the interaction between the type of corporate hypocrisy and the corporate response strategy has a significant effect on consumers’ negative behaviors toward an enterprise. Consumers’ negative emotions have a mediating influence on the aforementioned effect. This study explored the response strategies of enterprises during a corporate hypocrisy crisis, classified corporate hypocrisy crises into two types (moral hypocrisy vs. behavioral hypocrisy) according to the different manifestations of corporate hypocrisy, and introduced situational crisis communication theory (SCCT) into research on corporate hypocrisy. The present results help expand knowledge on corporate hypocrisy.

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Section: Literature Review and Research Hypothesismentioning

confidence: 99%

Effect of Matching Between the Adopted Corporate Response Strategy and the Type of Hypocrisy Manifestation on Consumer Behavior: Mediating Role of Negative Emotions

et al. 2022

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Section: Literature Review and Conceptual Frameworkmentioning

confidence: 99%

“…The concept of cognitive dissonance has often been used to discuss the post‐purchase stage (Lee, 2015; Mahapatra & Mishra, 2021; Sharifi & Esfidani, 2014). For example, Mahapatra and Mishra (2021) found that cognitive and affective components of post‐consumption dissonance have a positive influence on negative emotions. O'Neill and Palmer (2004) show that individuals are likely to use cues to reduce cognitive dissonance, thereby narrowing the gap between their prior expectations and post‐purchase perceptions.…”

Section: Literature Review and Conceptual Frameworkmentioning

confidence: 99%

“…Many scholars have proved that consumers are prone to cognitive dissonance after making an online purchase (Mahapatra & Mishra, 2021;Sharifi & Esfidani, 2014), and a few scholars have paid attention to pre-consumption dissonance (Chou, 2012;Koller & Salzberger, 2007).…”

Section: Introductionmentioning

confidence: 99%

“…To further explore the mechanism underpinning the conflicting reviews‐consumers' purchase intention relationship, we introduce cognitive dissonance as a mediator of such association, which is in accordance with cognitive dissonance theory that was proposed to interpret discrepancy in the cognition of people (Festinger, 1957). Many scholars have proved that consumers are prone to cognitive dissonance after making an online purchase (Mahapatra & Mishra, 2021; Sharifi & Esfidani, 2014), and a few scholars have paid attention to pre‐consumption dissonance (Chou, 2012; Koller & Salzberger, 2007). Generally, a consumer may experience cognitive dissonance while reading online reviews (Chou, 2012).…”

Section: Introductionmentioning

confidence: 99%

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Examining the effects of conflicting reviews on customers' purchase intentions from a product attributes perspective

Jin

2022

J of Consumer Behaviour

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Numerous studies have investigated the effects of conflicting online reviews on purchase intention. However, only a few studies have focused on the effects from a product attributes perspective. The present study seeks to investigate the role of conflicting online reviews between two different attributes in online consumption scenario that can bridge this gap. Across two experiments, the findings revealed that compared with a medium evaluation, conflicting extreme evaluation reviews between two different attributes decrease consumers' purchase intentions; cognitive dissonance functions as a psychological mechanism. Consumers with prevention focus experience a greater cognitive dissonance when faced with conflicting reviews than those with a promotional focus. The conclusions would provide tremendous implications for academic research and future enterprise practice.

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Post‐purchase effects of impulse buying: A review and research agenda

Obukhovich,

Sipilä,

Tarkiainen

2023

J of Consumer Behaviour

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Although impulse buying has been studied for decades, prior research mostly focuses on reasons for impulse buying rather than its outcomes. In recent years this trend has changed, due to the emerging sustainability agenda and the attention to impulse buying as one of the main antecedents of overconsumption. However, existing research on the outcomes of impulse buying is currently less systematically synthesised compared to research on the antecedents. Therefore, we present a framework‐based systematic literature review on the outcomes of impulse buying based on 54 articles, drawing on the frameworks of theory, context, characteristics and methods (TCCM) and antecedents–decisions–outcomes (ADO). The results include a review and classification of impulse buying outcomes and their interconnections. This study unpacks the outcomes of impulse buying for consumers, society and business. The review also includes impulse buying antecedents to the extent that they are connected to the outcomes. Furthermore, we derive a conceptual framework of the impulse buying process that reveals the cyclic nature of impulse buying. Based on the findings, recommendations for future research are provided under the prism of theoretical, methodological, contextual, and conceptual development. The review also has implications for businesses and policymakers.

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‘Crying over spilt milk?’ Effect of post‐consumption dissonance on coping behaviour for online purchases

Cited by 12 publications

References 136 publications

Effect of Matching Between the Adopted Corporate Response Strategy and the Type of Hypocrisy Manifestation on Consumer Behavior: Mediating Role of Negative Emotions

Effect of Matching Between the Adopted Corporate Response Strategy and the Type of Hypocrisy Manifestation on Consumer Behavior: Mediating Role of Negative Emotions

Examining the effects of conflicting reviews on customers' purchase intentions from a product attributes perspective

Post‐purchase effects of impulse buying: A review and research agenda

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