Paula Dootson

Where do consumers draw the line? Factors informing perceptions and justifications of deviant consumer behaviour

ABSTRACT Deviant consumer behaviour in the marketplace is an ongoing problem causing harm to the organisation, employees, and other consumers. To address this problem, this study explores consumer perceptions of right and wrong using the novel concept of a deviance threshold – the mental line in the sand dictating right and wrong. Using consumer-based interviews with a card-sort activity, findings supported and extended dimensions proposed to explain why some behaviours are perceived as more serious or unethical than others. Moreover, why specific neutralisation techniques are used and how they affect categorisations of behaviours within an individual’s deviance threshold is explained. This study offers alternative strategies tailored to challenging consumer justifications to curb deviance. Implications support abandoning the universal approach to deterrence.

Financial institutions using social media – do consumers perceive value?

Purpose – The purpose of this paper is to examine consumer perceptions of value of financial institutions using social media to interact with consumers; if overall perceived value predicts a consumer’s intention to adopt, and if intention predicts self-reported adoption of social media to interact with a financial institution; and if perceptions of value in using social media to interact with a financial institution changes over time. Design/methodology/approach – Self-administered surveys were run at two time points; 2010 and 2014. Data were analyzed using multiple and mediated regressions, and t-tests. Comparisons are made between the two time points. Findings – Perceived usefulness, economic value, and social value predicted overall perceived value, which in turn predicted a consumer’s intention to adopt social media to interact with a financial institution. At Time 2, adoption intention predicted self-reported usage behavior. Finally, there were significant differences between perceptions across Time ...

Deterring deviant consumer behaviour: when ‘it’s wrong, don’t do it’ doesn’t work

ABSTRACT Tactics to deter deviant consumer behaviour have received limited attention in the literature despite deviance being an ongoing problem in the marketplace. Across two studies, the findings suggest there is a heterogeneous response to the rules placed on consumers’ behaviour, which manifests from an absence of consensus among consumers on what is right and wrong behaviour undermining the it’s wrong, don’t do it approach to deterrence. Further, risk perceptions of being caught and punished are low, if not absent, undermining the you will be caught and punished approach to deterrence. Alternate underlying mechanisms were tested and found to influence deviant consumer behaviour (perceived prevalence, perceived outcomes and moral identity), which could underpin alternate deterrence tactics, including social proofing, moral triggers and humanising the victim.

Smart city initiatives: designing a project-level smart value assessment instrument

While the smart city gains global attention as a popular umbrella term for digitally enabled sustainable city development, city administrations are faced with the managerial challenge that comes with a strategic digital transformation. Smart city projects form the frontline of smart city strategies. In these smart projects, cities find a way to implement the principles of the smart city. Many of these are high-visibility projects with substantial budget implications, and therefore require scrutiny by means of a formal selection and evaluation process. In this research-in-progress paper we propose the outline for a project-level smart value assessment instrument. The instrument should serve at the same time as a tool for smart city managers to assess and plan upfront how a project will contribute to reach the citys smart city ambition, as well as a post factum evaluation. The conceptual instrument has been developed in action-design research mode in collaboration with practitioners in the city of Brisbane, Australia and is demonstrated by mapping four smart city initiatives in different international contexts.

Do I care? Pathological apathy in the context of sustainable consumption

A number of theories explain why consumers engage in behaviors consistent with their attitudes. We question whether strong consumer attitudes always align with motivations and that the absence of motivation may subvert intention. Disconnects between attitudes and behaviors may actually be the result of pathological apathy (Marin, Am J Psychiatry 147:22–30, 1990; Radakovic and Abrahams, Psychiatry Res 219:658–663, 2014)—or the absence of an individual’s motivation—decreasing intentions. A pilot study in the context of sustainability determines the moderating effects of pathological apathy on the attitudes-intention relationship. The pilot study findings indicate pathological apathy amplifies a relationship between positive attitudes toward sustainability and conventional purchase intentions. Implications for further research are discussed.