Money, Time, and the Stability of Consumer Preferences

Lee, Leonard; Lee, Michelle P.; Bertini, Marco; Zauberman, Gal; Ariely, Dan

doi:10.1509/jmr.10.0386

Cited by 54 publications

(34 citation statements)

References 67 publications

(115 reference statements)

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“…Additional research could delve into this reasoning and extend the construct to capture this element. Interesting parallels might emerge with pricing literature that shows that price is both a desirable quality indicator and an undesirable indicator of expenses (Lee et al, 2015).…”

Section: Discussionmentioning

confidence: 97%

Why did they do it? How customers’ self-service technology introduction attributions affect the customer-provider relationship

Nijssen

Schepers

Belanche

2016

Journal of Service Management

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services. AbstractPurpose -Customers often think that innovations, such as self-service technologies (SSTs), are introduced by service providers to cut costs rather than extend customer service levels. The purpose of this paper is to investigate how customers use such attributions to adjust their perceptions of relational value. Design/methodology/approach -Drawing on attribution and relationship marketing theories, this study proposes a conceptual model that includes benefit and cost attributions, their antecedents, and consequences. Survey data came from customers of a supermarket that recently introduced self-scanning technology. Findings -Attributions mediate the impact of SST performance on relational value. This value is highest for customers with high-benefit and low-cost attributions; customers with low-benefit and low-cost attributions exhibit detrimental effects on the exchange relationship with the firm. Characterized by low self-efficacy, low education, and low spending, these latter customers appear ambivalent and possibly confused about the provider's motives for introducing SST. Practical implications -This research has important implications for service managers responsible for communicating technological innovations to customers. A clear reason for the introduction should be provided, to stimulate customers' attribution and prevent ambivalence among those with low selfefficacy and low education. Originality/value -Most SST research focusses on adoption, non-adoption, and disadoption. The more subtle responses by customers facing a new SST and the consequences for the customer-provider exchange relationship, as addressed herein, have been left largely unexplored.

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Section: Discussionmentioning

confidence: 97%

Why did they do it? How customers’ self-service technology introduction attributions affect the customer-provider relationship

Nijssen

Schepers

Belanche

2016

Journal of Service Management

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“…Given that money functions as a tool for economic exchange, there exists a strong association between money and its utility (Lee, Lee, Bertini, Zauberman, & Ariely, ). Correspondingly, monetary thoughts activate a mindset of market pricing in which social relations are seen in transactional terms with inputs (costs) and expected outputs (benefits) (Fiske, ).…”

Section: Introductionmentioning

confidence: 99%

The love of money results in objectification

Wang

Krumhuber

2016

British J Social Psychol

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Objectification, which refers to the treatment of others as objectlike things, has long been observed in capitalism. While the negative impact of money on interpersonal harmony has been well documented, the social cognitive processes that underlie them are relatively unknown. Across four studies, we explored whether the love of money leads to objectification, while controlling for social power and status. In Study 1, the love and importance attached to money positively predicted the tendency to construe social relationships based on instrumentality. In Study 2, the likelihood to favour a target of instrumental use was increased by momentarily activating an affective state of being rich. Temporarily heightening the motivation for money further resulted in deprivation of mental capacities of irrelevant others, including humans (Study 3) and animals (Study 4). This lack of perceived mental states partially mediated the effects of money on subsequent immoral behaviour (Study 4). The findings are the first to reveal the role of objectification as a potential social cognitive mechanism for explaining why money often harms interpersonal harmony.

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“…A dollar is much easier to cognitively process than time, they said. Lee, Lee, Bertini, Zauberman and Ariely (2015) found that money elicits rational reactions, while time generates emotions instead. They say that priming on money vs. time will elicit different behaviors downstream, including product attitudes.…”

Section: Literature Reviewmentioning

confidence: 99%

Given the Time and the Money to Think, Consumers will Rely more on Intuition, Sensations, and Emotions, rather than Rationale, to Decide

García

2019

Adv. J Social Sci.

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The weight of intuitive, sensory, emotional, and rational criteria in consumer decision making has been debated for ages, we could say. The rational model dominated Marketing all through the 20th Century, but on the onset of the new millennium, the case has been made, and strongly so, for a more integrated view of consumer behavior, that allows for, if you will, the rationalization of emotional conducts. In this paper, we present the results of an experiment that shows that purchases are not all that rational, and that –indeed– given the time, and the money to think it through, consumers will paradoxically rely more on their intuition, their emotions and sensations, that is, on feelings over rational criteria, to arrive at a purchase decision. This experiment manipulated two variables, time and money, using a convenience sample of undergraduate students in three classes of Pace University, NY, to apply the same situational questionnaire under two different hypothetical scenarios, where one is similar to the students’ current situation.

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Money, Time, and the Stability of Consumer Preferences

Cited by 54 publications

References 67 publications

Why did they do it? How customers’ self-service technology introduction attributions affect the customer-provider relationship

Why did they do it? How customers’ self-service technology introduction attributions affect the customer-provider relationship

The love of money results in objectification

Given the Time and the Money to Think, Consumers will Rely more on Intuition, Sensations, and Emotions, rather than Rationale, to Decide

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