| 1. |
- Azevedo, Flavio, et al.
(author)
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Social and moral psychology of COVID-19 across 69 countries
- 2023
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In: Scientific Data. - : NATURE PORTFOLIO. - 2052-4463. ; 10:1
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Journal article (peer-reviewed)abstract
- The COVID-19 pandemic has affected all domains of human life, including the economic and social fabric of societies. One of the central strategies for managing public health throughout the pandemic has been through persuasive messaging and collective behaviour change. To help scholars better understand the social and moral psychology behind public health behaviour, we present a dataset comprising of 51,404 individuals from 69 countries. This dataset was collected for the International Collaboration on Social & Moral Psychology of COVID-19 project (ICSMP COVID-19). This social science survey invited participants around the world to complete a series of moral and psychological measures and public health attitudes about COVID-19 during an early phase of the COVID-19 pandemic (between April and June 2020). The survey included seven broad categories of questions: COVID-19 beliefs and compliance behaviours; identity and social attitudes; ideology; health and well-being; moral beliefs and motivation; personality traits; and demographic variables. We report both raw and cleaned data, along with all survey materials, data visualisations, and psychometric evaluations of key variables.
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| 2. |
- Van Bavel, Jay J., et al.
(author)
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National identity predicts public health support during a global pandemic
- 2022
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In: Nature Communications. - : Nature Portfolio. - 2041-1723. ; 13:1
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Journal article (peer-reviewed)abstract
- Understanding collective behaviour is an important aspect of managing the pandemic response. Here the authors show in a large global study that participants that reported identifying more strongly with their nation reported greater engagement in public health behaviours and support for public health policies in the context of the pandemic. Changing collective behaviour and supporting non-pharmaceutical interventions is an important component in mitigating virus transmission during a pandemic. In a large international collaboration (Study 1, N = 49,968 across 67 countries), we investigated self-reported factors associated with public health behaviours (e.g., spatial distancing and stricter hygiene) and endorsed public policy interventions (e.g., closing bars and restaurants) during the early stage of the COVID-19 pandemic (April-May 2020). Respondents who reported identifying more strongly with their nation consistently reported greater engagement in public health behaviours and support for public health policies. Results were similar for representative and non-representative national samples. Study 2 (N = 42 countries) conceptually replicated the central finding using aggregate indices of national identity (obtained using the World Values Survey) and a measure of actual behaviour change during the pandemic (obtained from Google mobility reports). Higher levels of national identification prior to the pandemic predicted lower mobility during the early stage of the pandemic (r = -0.40). We discuss the potential implications of links between national identity, leadership, and public health for managing COVID-19 and future pandemics.
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| 3. |
- Andersson K, Pernille, et al.
(author)
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The How, What, and Why of Digitalizing Physical Retail Spaces
- 2019
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In: The 16th International Research Symposium on Advancing Service Research and Practice.
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Conference paper (peer-reviewed)abstract
- This aim of this study is to enhance the understanding of customer behavior and customer experience in the context of city centers and peripheral shopping centers and how the use of digitalized services affects this experience. In this paper we adopt a qualitative approach to explore consumers´ activities when visiting a city and/or a shopping center and the experiences connected to the visit. The study is based on data from 832 (55% female) with a M age = 48 years (range 17-91 years) consumers.When visiting a city center and/or a shopping center, customers engage with a variety of different touchpoints (Socchi, Hart and Haji, 2016). From a customer perspective these touchpoints create experiences that generates many types of values. In recent years, the mass media has warned for the demise of city and shopping centers commerce. This purported demise is mainly due to the strong growth of e-commerce. To meet this competition, the retail and hospitality industry has developed strategies to create new customer experiences and thus attract customers back to the city center’s physical places. As a consequence of the technical development, companies frequently try to influence customers’ experiences through various digitalized services, where these digitalized service have the potential to improve customer experience by providing superior and personalized services (Roy et al. 2016). The question is what impact such services have on customers’ experiences and how this, in turn, affects the profitability of the retail and hospitality industry as a whole.In order to shed light on the activities and experiences of visitors to city and shopping centers regular consumers were approach during a regular visit to such an area and asked to answer a few open ended questions. The data was analyzed using thematic analysis. Thematic analysis aims to identify and report on thematic patterns across the sample, which allows researchers to make interpretations of the data that reflect the reported reality of participants (Braun and Clarke, 2006; Hayes, 2000; Ruane and Wallace, 2013).The preliminary analysis of the data shows a variety of activities and touchpoints when visiting the city and shopping center. Seven themes emerged in our analysis of the participants´ responses: Relationship, Goal fulfillment, Experiences, Physical venue, Milieu, Practical usability and Non-intrusive.In order to make more sense of the seven themes a model were developed. In this model three of the themes were connected to the customer, two connected to the service provider and the last two connected to digital technology. These three clusters interact in different ways.The customer cluster contains the themes relationships, goal fulfilment and experiences. The themes in this cluster describe and vivifies the customer. The customer is not just a “shopping robot” jumping from touchpoint to touchpoint along a customer journey. The customer instead is a person with goals to fulfil but at the same time someone who has a great need of relationships on different levels and a person who will and want to experience things.The service provider cluster contains two themes. One were named physical venue and this is where the service provider, be it a storeowner or a restaurant owner for example, has the most direct control. It is also where the customer will go to fulfil his or her goals. Here the direct contact between customer and service provider can and will take place. The second theme in this cluster were named “milieu”. The milieu can be the space the customer needs to pass in order to get to the physical venue or other factors that the service provider do not have control over (e.g. public spaces and weather)The third and most interesting cluster concerns the digital technology, named practical usability and non-intrusive. Digitalization is highly interesting when it comes to the relationship between the customer and the service provider. The first theme described the importance of the usefulness of digital technology, and in regards to digitalization the results indicates that digitalized services mostly fulfill utilitarian needs and works best in functional touchpoints. The theme called non-intrusive describes the relation between the customer and the digital technology. It may be somewhat drastic to talk about a two edged sword but on the one hand digital technology makes life easier and sometimes more joyful and at the same time the technology may disturb goal activities which leads to negative experiences.These findings is important because it offers help to those managing city and shopping centers in identify touchpoints that need to be digitalized and those who need to be reinforced through social activities This knowledge could also help managers develop strategies to create new customer experience, i.e. create good valuescapes, and thus tease customer back to the city and shopping center´s physical places.REFERENCESBraun, V. and Clarke, V., (2006), 'Using thematic analysis in psychology’, Qualitative Research in Psychology, 3 (2) 77-101Hayes, N. (2000), Doing Psychological Research, Open University Press, Buckinghamshire.Ruane, L. and Wallace, E., (2013), 'Generation Y females online: insight from brand narratives', Qualitative Market Research: An International Journal, 16 (3) 315-335Roy, S. K., Balaji, M. S., Sadeque, S., Nguyen, B., and Mlewar, T. C., (2016), 'Constituents and consequences of smart customer experience in retailing', Technological Forecasting and Social Change, 124 257-270Stocchi, L., Hart, C., and Haji, I., (2016), 'Understanding the town centre customer experience (TCCE) ', Journal of Marketing Management, 32 (17-18) 1562-1587
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| 5. |
- Arsenovic, Jasenko, et al.
(author)
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Money for Nothing : The Impact of Compensation on Customers’ Bad-Mouthing in Service Recovery Encounters
- 2022
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In: Marketing letters. - : Springer Science and Business Media LLC. - 0923-0645 .- 1573-059X. ; 34:1, s. 69-82
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Journal article (peer-reviewed)abstract
- As one of the retailer’s most potent recovery tactics to offset disgruntled customers, firms invest heavily in compensation to increase customer satisfaction and improve loyalty. How- ever, the effectiveness of this tactic remains unclear. This study examines whether firm-offered compensation affects customers’ emotional responses and bad-mouthing behavior (i.e., tell- ing others about a particular problem). Importantly, the study investigates whether the level of collaboration during the recovery encounter moderates the link between compensation and customers’ emotional responses, and whether collaborative efforts influence the effectiveness of compensation. The findings indicate that collaboration during the recovery encounter is nec- essary if compensation is to mitigate negative emotional responses, with downstream effects on bad-mouthing behavior. In confirming the importance of collaboration during recovery encounters, the findings have critical managerial and financial implications.
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| 6. |
- Aschemann-Witzel, Jessica, et al.
(author)
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Consumer associations about other buyers of suboptimal food – And what it means for food waste avoidance actions
- 2020
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In: Food Quality and Preference. - : Elsevier Ltd. - 0950-3293 .- 1873-6343. ; 80
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Journal article (peer-reviewed)abstract
- One approach to tackling the imminent sustainability problem of food waste is to sell suboptimal food which otherwise might be wasted. However, understanding how the action of buying price-reduced suboptimal food is influenced by the fact that the consumer purchases it publicly while observed by others is yet unexplored. The present research investigates which associations consumers form when they see other consumers purchasing suboptimal foods. In an online experimental survey, consumers of five European countries checked every word that applied (CATA) from a set of items that described what choosing a food item told them about an acquaintance they met in the store in terms of his or her traits. The food item was optimal or suboptimal, fresh or packaged food, and presented with a communication that either underlined a budget saving benefit or a contribution to avoiding food waste. Results show that consumers of suboptimal products are regarded as economic and thrifty, as well as frugal and environmentally concerned. The associations with consumers of optimal products are more diverse, and include both positive and negative wordings, ranging from successful to fussy and inattentive. Consumers’ own level of environmental concerns and value consciousness explain the degree to which they perceive another consumer to have similar traits, revealing that consumers project their own traits on others. Findings imply that stores offering suboptimal food should present and communicate the items in line with the characteristics of the store's target group, and that suboptimal food choices can trigger positive associations.
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| 8. |
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| 9. |
- Friman, Margareta, 1970-, et al.
(author)
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The relationship between exchanged resources and loyalty intentions
- 2020
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In: Service Industries Journal. - : Taylor & Francis. - 0264-2069 .- 1743-9507. ; 40:11-12, s. 846-865
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Journal article (peer-reviewed)abstract
- his research aims to revive the applicability of the exchange concept in the marketing domain. The authors draw on current exchange theories to show how members of an aquatic center receive relational, social support, and restorative resources from other center members and employees. They then empirically demonstrate that members’ loyalty to the center is fueled by the resources they receive from others in the center and that their experience in the center mediates the relationship between exchanged resources and member loyalty. This research reveals that service organizations may foster person-place bonds by providing customers with resources over and above goods and services. Customers appreciate resources that transform their well-being, such as social support and natural, restorative resources, and they demonstrate loyalty to places where they can obtain therapeutic resources. From a theoretical standpoint, this work shows support for the notion that the exchange concept is a foundational aspect of a general theory of marketing and explains how the exchange and value concepts in marketing are linked together.
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| 10. |
- Gidlöf, Kerstin, et al.
(author)
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Eco depletion : The impact of hunger on prosociality by means of environmentally friendly attitudes and behavior
- 2021
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In: Journal of Retailing and Consumer Services. - : Elsevier BV. - 0969-6989. ; 62
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Journal article (peer-reviewed)abstract
- The present research investigated the impact of hunger on prosociality in a consumer choice context by means of environmentally friendly attitudes and behavior. Two eye-tracking studies were conducted with hunger measured (Study 1) and manipulated (Study 2). The data were analyzed through bivariate correlations, Pearson's chi-square tests, and analyses of variance (ANOVAs). Our findings, based on cross-sectional and experimental evidence from field and lab settings, revealed that hungry consumers express more prosocial attitudes than their satiated counterparts in terms of general environmental concerns and importance ratings of buying eco-labeled products. However, we found no significant difference between hungry and satiated consumers regarding choice likelihood of eco-labeled products or visual attention towards prosocial (organic and sustainable) food options. Implications for retailers and organizations trying to encourage environmentally friendly behavior are discussed.
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