{"title":"Retail Karma: How Our Shopping Sins Influence Evaluation of Service Failures","authors":"Ran Li, Meng Zhang, Pankaj Aggarwal","doi":"10.1093/jcr/ucae027","DOIUrl":null,"url":null,"abstract":"Consumers have an intuitive belief in “karma” which dictates that bad (good) actions lead to bad (good) outcomes. Consequently, consumers perceive a causal connection between their own wrongdoing toward a company and a subsequent service failure that they experience in their interactions with another company. Eight experiments employing different contexts consistently show that consumers who have previously wronged a company (compared to those in a control group) evaluate another unrelated company more positively in response to a service failure by this company. We argue that this more positive evaluation is due to the greater blame consumers assign to themselves as dictated by the “karmic beliefs” held by consumers whereby the subsequent poor service by a different firm is seen as a karmic payback for their own prior transgression. The proposed effect is mitigated when a person’s karmic belief is reduced. We also examine a number of alternative explanations (e.g., negative experiences, moral balancing, and immanent justice reasoning) and find that our observed effect is more consistent with a karma-based account.","PeriodicalId":15555,"journal":{"name":"Journal of Consumer Research","volume":null,"pages":null},"PeriodicalIF":5.7000,"publicationDate":"2024-04-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Consumer Research","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1093/jcr/ucae027","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"BUSINESS","Score":null,"Total":0}
引用次数: 0
Abstract
Consumers have an intuitive belief in “karma” which dictates that bad (good) actions lead to bad (good) outcomes. Consequently, consumers perceive a causal connection between their own wrongdoing toward a company and a subsequent service failure that they experience in their interactions with another company. Eight experiments employing different contexts consistently show that consumers who have previously wronged a company (compared to those in a control group) evaluate another unrelated company more positively in response to a service failure by this company. We argue that this more positive evaluation is due to the greater blame consumers assign to themselves as dictated by the “karmic beliefs” held by consumers whereby the subsequent poor service by a different firm is seen as a karmic payback for their own prior transgression. The proposed effect is mitigated when a person’s karmic belief is reduced. We also examine a number of alternative explanations (e.g., negative experiences, moral balancing, and immanent justice reasoning) and find that our observed effect is more consistent with a karma-based account.
期刊介绍:
Journal of Consumer Research, established in 1974, is a reputable journal that publishes high-quality empirical, theoretical, and methodological papers on a wide range of consumer research topics. The primary objective of JCR is to contribute to the advancement of understanding consumer behavior and the practice of consumer research.
To be considered for publication in JCR, a paper must make a significant contribution to the existing body of knowledge in consumer research. It should aim to build upon, deepen, or challenge previous studies in the field of consumption, while providing both conceptual and empirical evidence to support its findings.
JCR prioritizes multidisciplinary perspectives, encouraging contributions from various disciplines, methodological approaches, theoretical frameworks, and substantive problem areas. The journal aims to cater to a diverse readership base by welcoming articles derived from different orientations and paradigms.
Overall, JCR is a valuable platform for scholars and researchers to share their work and contribute to the advancement of consumer research.