Deterring deviant consumer behaviour: when ‘it’s wrong, don’t do it’ doesn’t work

Dootson, Paula; Lings, Ian; Beatson, Amanda; Johnston, Kim A.

doi:10.1080/0267257x.2017.1364285

Cited by 18 publications

(16 citation statements)

References 64 publications

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“…Dootson, Johnston, Beatson, & Lings, 2016;. Dootson, Lings, Beatson and Johnston (2017) have begun to explore various psychological strategies, involving framing and priming techniques, for instance highlighting the non-prevalence of actions to highlight their rare and thus deviant status, thus denaturalising them for consumers. There is significant scope to expand this line of research to create new forms of appeal to eliminate deviant behaviours.…”

Section: Conclusion and Implications For Research And Practicementioning

confidence: 99%

Deviance, deviant behaviour and hospitality management: Sources, forms and drivers

Lugosi

2019

Tourism Management

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Drawing on multi-disciplinary literature, this paper provides an integrative review of the concept of deviance, examining its relationship with and application to hospitality management. It synthesises conceptualisations of deviance in the social sciences and applications of the concept in organisational and consumer behaviour research. The paper distinguishes between four sources of deviance in hospitality management: staff, suppliers, customers and external actors, exploring different forms of deviance stemming from each. The subsequent discussion explores multiple antecedents and drivers of deviance, considering how these have been conceptualised in various disciplines at different levels of analysis: organisational; interpersonal, social and cultural; and personality and individual. The critical synthesis identifies diverse themes in the connections between deviance and hospitality management, and their implications for research and practice.

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Section: Conclusion and Implications For Research And Practicementioning

confidence: 99%

Deviance, deviant behaviour and hospitality management: Sources, forms and drivers

Lugosi

2019

Tourism Management

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“…Individuals may be able to perform minor degrees of DCB, such as lying and cheating, while maintaining a positive self-perception; however, greater degrees of DCB, such as fraud, may require the individual to negatively update their self-concept to reflect their bad behavior. The point at which an individual can no longer engage in a greater degree of DCB without negatively updating their self-concept is the individual's deviance threshold, their metaphoric "line in the sand" (Dootson et al, 2016;Dootson et al, 2018). As negative updates to a person's self-concept are contradictory to their inherent drive to maintain internal consistency in their beliefs, perceptions and behaviors, people tend to behave in line with their cognitions (Blasi, 1984;Cheng et al, 2005;Festinger, 1957;Mazar et al, 2008;Sanitioso et al, 1990;Sirgy, 1982).…”

Section: Deterrence-neutralization-behavior Conceptual Frameworkmentioning

confidence: 99%

“…"it's wrong, don't do it") or amplifying consumers' perceptions of risk (i.e. "you will be caught and fined") (Dootson et al, 2018). A theoretically informed research agenda with propositions founded in the DNB conceptual framework offers a guide for future research on deterrence.…”

Section: Introductionmentioning

confidence: 99%

Tactics to deter deviant consumer behavior: a research agenda

Dootson

Johnston

Lings

et al. 2018

JCM

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Purpose Deviant consumer behavior (DCB) has serious negative effects on organizations, employees and other customers. While research to date has largely focused on understanding why consumers engage in deviant behaviors, less focus has been placed on exploring how to deter them. This paper aims to shift the conversation from research exploring why consumers engage in deviant behaviors to understanding how DCB could be deterred. Design/methodology/approach In this conceptual paper, a research agenda of deterrence tactics is provided with associated propositions to guide future research in the field of DCB. Findings A deterrence–neutralization–behavior (DNB) framework is proposed to underpin the seven deterrence tactics outlined in this research agenda. The DNB framework illustrates the positive relationship between neutralization techniques and engagement in DCB, because the techniques reduce the level of cognitive dissonance associated with performing a deviant act beyond an individual’s deviance threshold. The framework adds a new proposed moderating role of deterrence tactics. Deterrence tactics are mechanisms that will reintroduce cognitive dissonance, previously reduced through a neutralization technique, by presenting the consumer with a competing piece of information that challenges their attitudes, beliefs or behavior. Therefore, the authors propose that certain deterrence tactics could diminish the positive effect of different neutralization techniques on DCB if the tactics challenge the justifications consumers are using to excuse their actions – subsequently reintroducing cognitive dissonance. Practical implications Practically, this paper is the next step in an effort to provide evidence-based solutions for managers seeking to reduce the negative impact that deviance has on the organization. Originality/value To date, research has focused on understanding why DCB occurs with limited attention on how it can be deterred. The value in this paper is in proposing a series of deterrence tactics that are theoretically matched to established antecedents and neutralization techniques associated with DCB. Overall, this paper provides a future research agenda with propositions to build knowledge on effective deterrence tactics for curbing instances of DCB.

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“…Além dos estudos organizacionais, outras áreas da administração passaram a se interessar pelo dark side, por exemplo, Boddy (2006), que tratou do dark side das tomadas de decisão, e a área de marketing, que, a partir da primeira década deste século, passou a explorar o lado sombrio do marketing, contrastando com a perspectiva dominante das representações tradicionais de clientes e membros organizacionais como entidades funcionais e orientadas para o bom funcionamento da sociedade (Daunt & Greer, 2017). Esse interesse culminou em uma edição especial do Journal of Marketing Management, em 2017, cujas publicações focalizam as complexidades, as contradições e as consequências de comportamentos desviantes adotados por consumidores e membros da organização, como empregadores e empregados (Carr & Schrereur, 2010;Pancer, Mcshane, & Poole, 2017;Weeks, O'connor, & Martin, 2017;Heath, Culley, & O'malley, 2017;Zolfagharian, & Yasdanparast, 2017;Golf-Papez, & Veer, 2017;Dootson et al, 2017).…”

Section: O Que Existe No Lado Sombrio Das Organizaçõesunclassified

O Dark Side Das Narrativas Na Publicidade: A Exploração De Tragédias E Atrocidades Em Peças Publicitárias

Silva¹,

Medeiros²,

Fagundes³

2019

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Neste estudo, nosso objetivo é explorar o modo como as organizações gerenciam os significados de tragédias e atrocidades externas a elas em campanhas publicitárias para atingir seus objetivos. A pesquisa é de natureza qualitativa, com suporte no paradigma interpretativista. Para compor o material empírico, selecionamos seis propagandas divulgadas nas mídias, em vídeos ou em cartazes, por organizações de diferentes tipos. Para alcançar nosso objetivo, realizamos a análise estrutural-semiológica do material selecionado para avaliar como textos e imagens são empregados na construção das propagandas. Como resultados, identificamos os significados: “castigo para a obesidade”, “ser feliz na guerra”, “não às armas”, “informação é vida”, “descanso em tempos de terror” e “morte e solidariedade”. Ainda, apontamos que fenômenos trágicos são aproximados do contexto organizacional, e as organizações exibem capacidades e habilidades para interagir com tais atrocidades e tragédias, bem como gerenciar o seu significado sombrio, por meio de narrativas e estratégias discursivas, para alcançar seus objetivos corporativos.

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Deterring deviant consumer behaviour: when ‘it’s wrong, don’t do it’ doesn’t work

Cited by 18 publications

References 64 publications

Deviance, deviant behaviour and hospitality management: Sources, forms and drivers

Deviance, deviant behaviour and hospitality management: Sources, forms and drivers

Tactics to deter deviant consumer behavior: a research agenda

O Dark Side Das Narrativas Na Publicidade: A Exploração De Tragédias E Atrocidades Em Peças Publicitárias

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