How Does Religion Affect Consumer Response to Failure and Recovery by Firms
Bibliographic Data
| ID | 7878435 |
|---|---|
| Authors | Jamie D Hyodo (0000-0001-5441-5410, University of Nebraska–Lincoln, corresponding author), Lisa E Bolton (0000-0003-4073-6365, Professor of Marketing and Frank and Mary Jean Smeal Research Fellow, Smeal College of Business, Pennsylvania State University, 441 Business Building, University Park, PA 16802, USA) |
| Editors | Darren W Dahl (0000-0002-0976-3739), J Jeffrey Inman (0000-0003-0410-2242), Naomi Mandel |
| Year | 2021 |
| Volume | 47 |
| Issue | 5 |
| Pages | 807-828 |
| Publication date | 2021-01-20 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Journal of Consumer Research (JOURNAL) |
| Journal identifiers | ISSN: 0093-5301 • E-ISSN: 1537-5277 |
| Publisher | Oxford University Press (PUBLISHER • GB) |
| DOI | 10.1093/jcr/ucaa043 |
| OpenAlex | W3083749286 |
| Language | EN |
| Citations received | 11 |
| References cited | 100 |
How might religion influence consumer behavior in the marketplace? The present research proposes that failure and subsequent firm recovery efforts represent a domain that may be particularly sensitive to religion. Specifically, we demonstrate that religion salience promotes a more positive response to failure when accompanied by recovery. This effect is due to heightened forgiveness, a religious value held by many major world religions, which is triggered by signals of firm repentance. In a series of eight studies, theorizing is extended to the moderating roles of both religiosity (with implications for the religion–forgiveness discrepancy) and recovery content (comparing apology vs. compensation) and evidence of generalizability across several major religious affiliations is provided. This research highlights the importance of religion salience to marketers operating in failure–recovery contexts
Affect (linguistics) · Cognitive psychology · Compensation (psychology) · Economics · Forgiveness · Generalizability theory · Incentive · Microeconomics · Religiosity · Repentance · Salience (neuroscience) · Value (mathematics) · Forgiveness and Related Behaviors · Psychology · Religion, Society, and Development · Religion, Spirituality, and Psychology · Social Psychology
A common‐sense commentary on religious values and consumer behavior
From believer to buyer
Regional culture and corporate finance
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Spirit is Contagious
Neglecting Religious Commitment in Evaluating Controversial Advertising Appeals
Digging up the acceptance factors of QR codes on graves
Gaining customer engagement in social media recovery
How humanoid robots influence consumer preferences in the foodservice industry
Loved As-Is
The dark side of mobile payments
Human punishment is motivated by both a desire for revenge and a desire for equality
Do sincere apologies need to be costly? Test of a costly signaling model of apology
Customer betrayal and retaliation
Remorse, Confession, Group Identity, and Expectancies About Repeating a Transgression
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
The Behavioral Consequences of Service Quality
The Service Encounter
Religious Priming
Psychological Aspects of Retributive Justice
The Antecedents and Consequences of Customer Satisfaction for Firms
A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts
Meta-analyses are no substitute for registered replications
Measuring interpersonal forgiveness in late adolescence and middle adulthood
The effects of distributive, procedural, and interactional justice on postcomplaint behavior
The Interpretation of Cultures
How Many Atheists Are There
Friends in high places
A value-congruent bias in the forgiveness forecasts of religious people
Research on religion/spirituality and forgiveness
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Sanctification of forgiveness
Forgiveness and Reconciliation
The Varieties of Forgiveness Experience
God Is Watching You
Religious orientation and attitudes toward money
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Religion and Unforgivable Offenses
Production of subject-verb agreement, tense, mood, and negation in Italian agrammatic aphasia
The Moral Faculty
Honesty
Psychometric and Rationalization Accounts of the Religion‐Forgiveness Discrepancy
Interpersonal forgiving in close relationships
Interpersonal forgiving in close relationships
God and the government
Forgiveness
Religious shoppers spend less money
Instructional manipulation checks
The psychology of religion
Target and observer differences in the acceptance of questionable apologies
Reactive approach motivation (RAM) for religion
Establishing a causal chain
For God (or) country
Divergent effects of activating thoughts of God on self-regulation
Religious magnanimity
The role of category accessibility in the interpretation of information about persons
The effects of religion on consumer behavior
Is religion not prosocial at all? Comment on Galen (2012)
Does religious belief promote prosociality? A critical examination
The Sacred and the Profane in Consumer Behavior
Dimensions of forgiveness
Prosocial Behavior and Religion
Consumer Deceleration
Therapeutic Servicescapes and Market-Mediated Performances of Emotional Suffering
The Marketization of Religion
Infidel Brands
From the Commercial to the Communal
Role of Relationship Norms in Processing Brand Information
When Good Brands Do Bad
| Unique citing works | 11 |
|---|---|
| Citations per year | 2,75 |
| Citation span | 2022 - 2026 (5) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 11 |