Judith Anne Garretson Folse

Cause-Related Marketing (CRM): The Influence of Donation Proximity and Message-Framing Cues on the Less-Involved Consumer

Arguably, the majority of cause-related marketing (CRM) campaigns implemented since their inception over 20 years ago offer consumers who are highly involved with causes a strong reason to participate. Their involvement represents a significant motivating factor. However, a multitude of CRM campaigns competing for the limited number of socially conscious consumers and the emergence of new generations that are reportedly less socially conscious suggests that firms and their nonprofit partners should consider additional target-market opportunities. In two experiments, we assess the role of donation proximity and message framing on campaign attitudes and participation intentions of less-involved consumers. Findings reveal that local donations and positive message framing serve as effective message cues to produce favorable CRM outcomes among this market segment that strategists consider fertile ground. Additional findings and implications for creating and communicating CRM campaigns are discussed.

Gratitude in relationship marketing: Theoretical development and directions for future research

Purpose – For centuries, gratitude has represented an integral component of social relationships, yet it remains relatively overlooked by marketing scholars in the study of commercial relationships. The purpose of this paper is to demonstrate how gratitude helps to build, maintain and transform commercial relationships and to suggest noteworthy areas of investigation for those researchers seeking to help companies understand the role of gratitude in relationship marketing. Design/methodology/approach – Gratitudes role in relational exchange is explored by a review of relevant literature and two qualitative studies. Questions developed from the literature and exploratory interviews are then investigated in a main study through in-depth interviews with buyers and sellers of goods and services in both B2B and B2C contexts, leading to a grounded theoretical foundation. Generalizations and directions for future research are presented. Findings – Gratitude is a fundamental component of buyer-seller relationshi...

Psychological ownership: a social marketing advertising message appeal?

The authors assessed psychological ownership as a potential persuasive advertising message appeal in social marketing efforts. Psychological ownership is a feeling of possession; it occurs when individuals feel that something is theirs even though they cannot hold legal title to it. Interestingly, the first study indicated advertising messages that generate psychological ownership yielded less favourable attitudes, word of mouth and willingness to pay price premiums among women. Women responded more negatively to messages that attempted to induce psychological ownership than to neutral messages. The adverse responses of women prompted the second study, in which both the psychological ownership message and cognitive capacity were manipulated. Results indicate that, in a limited cognitive capacity condition, women responded similarly towards higher psychological ownership and neutral advertising messages. Further, these effects were mediated by inferences of manipulative intent and not feelings of guilt. Theoretical and managerial implications are offered for marketers attempting to use psychological ownership as an advertising message strategy and gender as a segmentation strategy.

Defending brands: : effects of alignment of spokescharacter personality traits and corporate transgressions on brand trust and attitudes

Two repeated-measure experiments examine the role of spokescharacters in defending consumer perceptions of brand attitude, brand trust, and the willingness to pay a price premium (WPPP) for the brand. Based on the theory of anthropomorphization, the first experiment assesses the moderating role of the alignment between the spokescharacter personality and negative information. Results show that nonaligned negative information and personality traits offer a stronger defense for the brand. The second experiment extends the first by comparing the role of spokescharacters relative to another visual promotion tool, brand logos. Results show that when personality and negative information are not aligned, there are no significant (unfavorable) effects on brand attitude and trust when either spokescharacters or logos are used, but the brands are susceptible to unfavorable effects when the negative information is aligned. In addition, the spokescharacter offers somewhat greater protection for the brand than does the logo when the negative information is aligned.

Expressions of Gratitude in Disaster Management: An Economic, Social Marketing, and Public Policy Perspective on Post-Katrina Campaigns

In this article, the authors argue that in the wake of a major disaster, it is not only appropriate but also beneficial for governments to spend public funds to support official gratitude campaigns in response to outside assistance. These assertions are based on results of multiple studies on gratitude from both psychology and marketing that show that expressions of gratitude can offer both economic and social marketing benefits. Evidence demonstrates increased consumer willingness to purchase products produced in the devastated area and intentions to continue prosocial support through volunteerism and financial donations after receiving expressions of gratitude. Evidence also shows that public expressions of gratitude encourage those who did not participate in prior relief/recovery activities to do so in the future. As such, the authors recommend the implementation of a disaster management policy that encourages and rewards private and public groups to partner in similar campaigns. Such a policy leads to both economic and social rewards for the devastated areas and its citizens—and, importantly, the broader society—that outweigh and outlast the expense of the campaign. Specifically, these benefits save those directly affected by a disaster from having to bear the full burden of disaster recovery and rebuilding efforts and could increase the amount of outside economic and social assistance provided.

When Frontline Employee Behavior Backfires Distinguishing Between Customer Gratitude and Indebtedness and Their Impact on Relational Behaviors

Frontline employee behaviors can elicit gratitude, allowing service providers to reap benefits including positive word of mouth. However, research has begun to suggest some behaviors might instead elicit indebtedness, a different emotion not always associated with positive outcomes. Using a qualitative study, we construct a model grounded in the threat to self-esteem theory that delineates differences in employee behaviors that generate these two emotions and the consequences of their elicitation. The model is empirically tested in two studies. Consistent with the threat to self-esteem theory, the findings indicate that customer gratitude arises in supportive employee-customer encounters and drives positive relational behaviors. Conversely, customer indebtedness occurs in threatening employee-customer encounters and possesses the potential to deter positive relational behaviors. As a result, we encourage scholars to appreciate the differences between these two emotions and managers to promote employee behavior designed to generate gratitude and not indebtedness.

Gratitude in service encounters: implications for building loyalty

Purpose While research on customer gratitude is gaining momentum, there is an absence of a clear conceptualization and operationalization of the construct. This paper aims to provide a grounded theory definition of customer gratitude, develops and validates a gratitude scale to fully capture the comprehensive definition and assesses the scale in a nomological network with antecedents and consequences. Design/methodology/approach This qualitative study and four quantitative studies examine customer gratitude within service encounters. Findings Results from all five studies support a three-dimensional definition of customer gratitude that includes affective, behavioral and cognitive dimensions. The quantitative findings show that the three-dimensional gratitude scale offers strong predictive ability of loyalty and relationship continuity and that gratitude maintains its effect on these relational outcomes after assessing other mediating mechanisms (e.g. value). Research limitations/implications This research offers an expanded conceptual definition and scale of customer gratitude that conforms to theory and the extant literature. The scale maintains construct validity which is supported in a nomological context of theoretically based antecedents and consequences. Originality/value This work advances the emerging gratitude literature by clearly delineating the construct’s domain, measurement and impact on relational outcomes.

The role of contextual factors in eliciting creativity: primes, cognitive load and expectation of performance feedback

Purpose – Managers are increasingly faced with situations that call for creative ways to engage consumers and employees. With online and offline options available for creative problem solving, consumers are constantly engaging with brands to provide different solutions to everyday problems. There are numerous contextual factors that influence creative output, external primes (distal vs proximal) being one of them. This research attempts to find the boundary conditions such as cognitive load, expectations of performance feedback and optimism that interact with environmental primes to influence quality and quantity of creativity. Doing so would help managers create conditions that can enhance creative output.Design/methodology/approach – Three experiments were conducted; the first tests the interactive effect of primes and cognitive load, and the second involves the enhancing effect of expectation of performance feedback. Given that cognitive load depresses creativity and expectation of performance feedback...

Gratitude in buyer-seller relationships: a dyadic investigation

In addressing the call for research to understand affect in sales, this research uses moral affect theory and literature on emotional contagion to examine the effects of salesperson gratitude and customer gratitude on downstream relationship outcomes. The findings of this work suggest that salesperson prosocial behaviors account for the positive association between salesperson gratitude and customer gratitude. These prosocial behaviors – information sharing and extra-role behaviors – combined with customer gratitude serve as explanatory mechanisms for the positive effects of salesperson gratitude on customer commitment, which is an important result of buyer-seller interactions and an essential component of long-term relationships. Further, this research finds that salesperson extra-role behaviors and relationship length interact such that salesperson extra-role behaviors cultivate customer gratitude within developing and established relationships, but that these behaviors are particularly beneficial for less mature relationships. Understanding the role of salesperson gratitude and customer gratitude in driving relational outcomes contributes to both a theoretical understanding of the role of affect in sales and practical applications of emotions within buyer-seller relationships.

Cause-Related Marketing: Factors Promoting Campaign Evaluations

Advertisers have long been interested in the persuasiveness of cause-related marketing (CRM) campaigns, and the authors extend this stream of research using two separate experiments that considers the effectiveness of the companys product versus cash donations. Findings from Study 1 indicate consumers perceive sponsoring companies of CRM campaigns less favorably when these companies make product rather than cash donations to their nonprofit CRM partners, and the level of consumer participation effort required in these campaigns does not moderate this effect. However, Study 2 introduces congruency as a potential explanation for these adverse effects and extends Study 1 by demonstrating that more (as compared to less) congruent product donations can eliminate the negative effects of product donations. Further, it confirms prior findings concerning the importance of sponsoring company–cause congruency. Campaigns designed with higher levels of both types of congruency (product donation–cause and company–cause) promote favorable campaign outcomes. Further, both studies demonstrate that the effects of product donations on campaign outcomes are mediated by company motive. Implications for advertising theorists and practitioners are offered.