The effects of social responsibility and hypocrisy on the relationship among psychological contract violation, trust and perceived betrayal

Chen, Haiming; Lan, Li-Chi; Chiu, Tao‐Sheng; Fang, Chen-Ling

doi:10.1108/ijcma-06-2019-0100

Cited by 14 publications

(16 citation statements)

References 71 publications

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“…negative change of attitude, brand avoidance, loss of purchase intention, negative word-of-mouth) (Wang and Huff, 2007;Li, 2015;Sohn and Lariscy, 2015;Ward and Ostrom, 2006;Kim et al, 2017;Tan et al, 2021) and even retaliatory consumer behavior (e.g. revenge, boycott) (Grégoire et al, 2009;Omar et al, 2018;Hai-Ming et al, 2020;Tan et al, 2021).…”

Section: Moderating Role Of Feelings Of Betrayalmentioning

confidence: 99%

Exploring consumers’ attitude formation toward their own brands when in crisis: cross-national comparisons between USA and China

Kim

Yim

2021

JPBM

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Purpose This study aims to examine how culture influences consumer attitudes toward the brands of products they own during a product-harm crisis. To this end, average consumers from two countries - the USA, representing a highly individualistic society and China, a less individualistic (i.e. collectivist) society – are compared. Design/methodology/approach The study conducts an invariance test of the measurement model for a more rigorous comparison of the two countries. Structural equation modeling is performed to identify how average consumers respond to a product-harm crisis (e.g. iPhone explosion) based on survey results of 188 American and 197 Chinese consumers. Findings These results reveal that in both countries, an individual’s susceptibility to a normative interpersonal influence determines their brand consciousness, which, in turn, enhances consumer attachment to well-known brands, resulting in favorable brand attitudes. During a brand crisis, an owned brand’s buffering effect is observed among consumers high in brand consciousness in collectivistic but not in individualistic societies. The moderating role of feelings of betrayal on the brand attachment-consumer attitude relationship is also reported. Originality/value Culture shapes consumer behavioral patterns. In today’s global market, a company’s decisions are no longer limited by borders and many companies experience product failures. Thus, findings that show consumers’ distinguishable psychological experiences between different cultures contribute to crisis management literature.

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Section: Moderating Role Of Feelings Of Betrayalmentioning

confidence: 99%

Exploring consumers’ attitude formation toward their own brands when in crisis: cross-national comparisons between USA and China

Kim

Yim

2021

JPBM

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“…, 2009; Grégoire and Fisher, 2006). Although each consumer's perception of service failures differs, they may perceive differently and express feelings of dissatisfaction through complaining to service providers or even showing response behaviours such as informing friends and relatives about their experience of service failures (Hai-Ming et al. , 2020).…”

Section: Introductionmentioning

confidence: 99%

I trust friends before I trust companies: The mediation of WOM and brand love on psychological contract fulfilment and repurchase intention

Ismail

2022

MANM

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PurposeConsumer psychology research has established the importance of customer satisfaction as a determinant of customer repurchasing intention. Nonetheless, even satisfied customers switch brands. Also, even dissatisfied customers have repurchasing intentions. This means that customer repurchasing behaviour is extremely difficult to predict, necessitating additional research to identify additional factors that can help organizations better understand the methods to predict customer repurchasing intention. To fill this knowledge gap, this study examined the mediating effects of brand love (BL) and positive word of mouth (PWOM) on psychological contract fulfilment (PCF) and customer repurchasing intentions.Design/methodology/approachThis is a cross-sectional study. The study used structural equation modelling (SEM) to analyse relationships from a sample size of 400 beauty salon customers. Also, a process macro mediation test was used to analyse the mediating effects of BL and PWOM on the relationship between PCF and customer repurchase intentions.FindingsThe findings indicate that transactional and relational psychological contracts have a positive and significant relationship with BL and PWOM. As well, BL and PWOM positively and significantly influence customer repurchase intentions. Finally, the findings indicate that BL and PWOM mediate the relationship between psychological contract fulfilment and customer repurchase intentions.Research limitations/implicationsThis survey sampled beauty salons solely. Given that each type of organization may have a unique way of fulfilling psychological contracts, future studies may include more categories such as restaurants and craftsmanship to broaden the sample. Additionally, this study utilized female beauty salons. Therefore, future research could include salons that cater to women and men to boost the sample's generalizability. Finally, this study concluded that BL and positive recommendations are the most effective variables for resolving consumer satisfaction challenges. However, additional factors can probably amplify this fact by focusing on additional elements to broaden the arguments.Originality/valuePast studies have extensively covered customer repurchasing intention in relation to customer satisfaction. However, it was noted that even some satisfied customers could switch to other brands, and those who were dissatisfied could repurchase the brand. Given that little is known about how other factors than customer satisfaction can affect repurchasing intentions, this study examines the mediating effects of BL and PWOM on PCF and customer repurchase intentions.

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“…Studies have found mixed results regarding how and why relationship quality influences consumer forgiveness. According to the "love becomes blind effect" (Schnebelen and Bruhn, 2018;Riquelme et al, 2019;Lee et al, 2013), relationship quality could encourage forgiveness by reducing customer dissatisfaction following a service failure (Fedorikhin et al, 2008;Kordrostami and Kordrostami, 2019;Chen et al, 2019;Hegner et al, 2017). For example, Hegner et al (2017) found that consumers who experience Factors influencing consumer forgiveness "a feeling of love for their brand" are more forgiving in times of disappointment.…”

Section: Jstp 335mentioning

confidence: 99%

“…For example, Hegner et al (2017) found that consumers who experience Factors influencing consumer forgiveness "a feeling of love for their brand" are more forgiving in times of disappointment. Conversely, according to the "love becomes hate effect" (Gregoire et al, 2009), relationship quality can hinder customer forgiveness, as loyal consumers would feel more betrayed than non-loyal customers following a service transgression (Gregoire et al, 2009;Wolter et al, 2019;Tripathi, 2017;Chen et al, 2019). Future research should examine the conditions in which relationship quality drive/deter forgiveness to help service providers develop effective service recovery strategies based on the quality of their relationship with customers.…”

Section: Jstp 335mentioning

confidence: 99%

Factors influencing consumer forgiveness: a systematic literature review and directions for future research

Kim

Tan

et al. 2023

JSTP

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PurposeConsumer forgiveness is an important concept in service failure and recovery research. To advance knowledge and develop future research agenda in this domain, this paper provides a systematic review of the literature on factors influencing consumer forgiveness while adopting the customer journey perspective.Design/methodology/approachUsing the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) protocol, a systematic literature review (SLR) was conducted of 102 peer-reviewed journal articles, on factors influencing consumer forgiveness, published between January 2000 and December 2020.FindingsThe authors' analysis offers a detailed account of the factors influencing consumer forgiveness across the three stages of the service journey: pre-transgression, transgression and recovery. From the review, the authors identified significant gaps relating to the interactions between the relevant factors influencing forgiveness throughout the various stages of the consumer service journey. Based on the findings, the authors offer several research questions to help managers optimize customer forgiveness following a service failure throughout each stage of consumer service journey.Originality/valueThe authors' review synthesizes the literature on factors contributing to consumer forgiveness and integrates these factors into the customer service journey. The authors' findings inform directions for future research and provide insights regarding the measures that service providers should take to understand and encourage consumer forgiveness.

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The effects of social responsibility and hypocrisy on the relationship among psychological contract violation, trust and perceived betrayal

Cited by 14 publications

References 71 publications

Exploring consumers’ attitude formation toward their own brands when in crisis: cross-national comparisons between USA and China

Exploring consumers’ attitude formation toward their own brands when in crisis: cross-national comparisons between USA and China

I trust friends before I trust companies: The mediation of WOM and brand love on psychological contract fulfilment and repurchase intention

Factors influencing consumer forgiveness: a systematic literature review and directions for future research

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