Peter Kerkhof

Consumers rule: How consumer reviews influence perceived trustworthiness of online stores

Two studies examined the impact of online store reviews on consumer trust in online stores. Based on the warranting principle, it was proposed that consumer reviews are a more important cue for judging the trustworthiness of an online store than the overall reputation of the store (Experiment 1) or assurance seals (Experiment 2). The role of dispositional trust was also examined. In both experiments, consumer reviews turned out as the strongest predictor of trustworthiness judgments. Store reputation had no significant effect. In Experiment 1, there was a main effect of dispositional trust on perceived trustworthiness. In Experiment 2, dispositional trust moderated the effects of reviews and assurance seals. High trusters were more influenced by the reviews of other consumers; and only high trusters tended to be influenced by assurance seals. The results show that consumer reviews play an important role in consumer decision making, indicating that online consumer communities indeed empower consumers.

Improving the Effectiveness of Fundraising Messages: The Impact of Charity Goal Attainment, Message Framing, and Evidence on Persuasion

This experimental study assessed the effectiveness of fundraising messages. Based on recent findings regarding the effects of message framing and evidence, effective fundraising messages should combine abstract, statistical information with a negative message frame and anecdotal evidence with a positive message frame. In addition, building on research into social dilemmas, it was hypothesized that information about charity goal attainment (e.g., the contributions of others) should increase donation intentions. The hypotheses were tested in a 2 (goal attainment: yes/no)×2 (framing: positive/negative)×2 (evidence: statistical/anecdotal) factorial design. Abstract information was more effective when combined with a negatively framed message, whereas anecdotal information was more effective when combined with a positive frame. In addition, donation intentions were higher for messages that addressed charity goal attainment issues.

Living Together Apart: Perceived Concealment as a Signal of Exclusion in Marital Relationships

This article examines how perceiving concealment in close relationships influences marital well-being. It suggests that the perception of concealment from a partner signals separateness from one’s partner and contributes to feelings of perceived partner exclusion. These feelings of exclusion, in turn, should negatively affect relational quality. These predictions are tested in a prospective study among 199 newlywed couples. Results suggest that perceiving concealment reduced marital adjustment and trust and increased conflict over time. Importantly, change in perceived partner exclusion mediated these effects. This article demonstrates that the perception of concealment (a) has deleterious effects on relational well-being in the long run and (b) is harmful in part because it elicits feelings of exclusion.

A longitudinal study of the association between Compulsive Internet use and wellbeing

Compulsive Internet use predicted a decrease in happiness in adults.Happiness also predicted a decrease in Compulsive Internet use over time.Compulsive Internet use predicted increases in depression, loneliness and stress.Compulsive Internet use did not change self-esteem in adults over time. ObjectiveCompulsive Internet Use (CIU) has been linked to lower wellbeing, especially among adolescents. Yet, questions regarding the directionality of this association remain unanswered: CIU may influence wellbeing and vice versa. Theoretically, both directions are plausible, yet so far no studies have examined the directionality of these effects among adults. This article aims to shed light on the directionality of the relation between CIU and both positive and negative wellbeing, using a prospective, longitudinal sample of adults (n=398). MethodsOver the course of four years, participants completed five assessments of their CIU and both positive and negative indicators of wellbeing. Participants were married couples who were recruited in the municipalities where they were married. ResultsCIU predicted increases in depression, loneliness and stress over time, and a decrease in happiness. No effect of CIU on the change in self-esteem was found. Further, happiness predicted a decrease in CIU over time. ConclusionsThe results suggest CIU lowers wellbeing. This is important given that lowered wellbeing may affect health. Happiness is suggested to be a buffer for developing CIU.

Using feedback through digital technology to disrupt and change habitual behavior: A critical review of current literature

Abstract Habitual behavior is often hard to change because of a lack of self-monitoring skills. Digital technologies offer an unprecedented chance to facilitate self-monitoring by delivering feedback on undesired habitual behavior. This review analyzed the results of 72 studies in which feedback from digital technology attempted to disrupt and change undesired habits. A vast majority of these studies found that feedback through digital technology is an effective way to disrupt habits, regardless of target behavior or feedback technology used. Unfortunately, methodological issues limit our confidence in the findings of all but 14 of the 50 studies with quantitative measurements in this review. Furthermore, only 4 studies tested for (and only 3 of those 4 found) sustained habit change, and it remains unclear how feedback from digital technology is moderated by receiver states and traits, as well as feedback characteristics such as feedback sign, comparison, tailoring, modality, frequency, timing and duration. We conclude with recommendations for new research directions.

The use of social networking sites for relationship maintenance in long-distance and geographically close romantic relationships

Social networking sites (SNS) play an increasingly important role in maintaining geographically close romantic relationships (GCRR). However, knowledge about SNS use in long-distance romantic relationships (LDRR) is still lacking. The present study examined the relative importance of SNS in maintaining LDRR compared to GCRR, particularly with regard to the use of SNS to express involvement (via relational maintenance behaviors) and to gauge a partners involvement (via partner surveillance and jealousy) in the relationship. An online survey was conducted among predominantly young adult Facebook users who were in a romantic relationship (N=272). Results showed that participants who were in a LDRR reported higher levels of relational maintenance behaviors through SNS than participants who were in a GCRR. Also, as compared to participants who were in a GCRR, participants who were in a LDRR used SNS more for partner surveillance and experienced higher levels of SNS jealousy.

Partner Effects of Compulsive Internet Use A Self-Control Account

To be a trustworthy partner, people need self-control. People infer others’ level of self-control from behavioral cues, and this perception influences how much they trust others. Exhibiting compulsive Internet use (CIU) might provide such cues. This research examined whether and how CIU affects perceptions of self-control and trust in a partner. In an experimental study, we manipulated CIU in descriptions of strangers and found that participants in the CIU condition judged the other to have lower self-control and trusted them less than in a control condition. In a prospective dyadic study among newlyweds, we extended these results to close relationships. The results confirmed our hypotheses. Additionally, we found that low trait self-control makes people prone to CIU, illustrating that assessing others’ CIU is a good strategy to gauge others’ level of self-control. These results illuminate how and why CIU may be harmful for relationships.

Applying the Unimodel to Political Persuasion

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Determinants for Sustained Use of an Activity Tracker: Observational Study

Background A lack of physical activity is considered to cause 6% of deaths globally. Feedback from wearables such as activity trackers has the potential to encourage daily physical activity. To date, little research is available on the natural development of adherence to activity trackers or on potential factors that predict which users manage to keep using their activity tracker during the first year (and thereby increasing the chance of healthy behavior change) and which users discontinue using their trackers after a short time. Objective The aim of this study was to identify the determinants for sustained use in the first year after purchase. Specifically, we look at the relative importance of demographic and socioeconomic, psychological, health-related, goal-related, technological, user experience–related, and social predictors of feedback device use. Furthermore, this study tests the effect of these predictors on physical activity. Methods A total of 711 participants from four urban areas in France received an activity tracker (Fitbit Zip) and gave permission to use their logged data. Participants filled out three Web-based questionnaires: at start, after 98 days, and after 232 days to measure the aforementioned determinants. Furthermore, for each participant, we collected activity data tracked by their Fitbit tracker for 320 days. We determined the relative importance of all included predictors by using Random Forest, a machine learning analysis technique. Results The data showed a slow exponential decay in Fitbit use, with 73.9% (526/711) of participants still tracking after 100 days and 16.0% (114/711) of participants tracking after 320 days. On average, participants used the tracker for 129 days. Most important reasons to quit tracking were technical issues such as empty batteries and broken trackers or lost trackers (21.5% of all Q3 respondents, 130/601). Random Forest analysis of predictors revealed that the most influential determinants were age, user experience–related factors, mobile phone type, household type, perceived effect of the Fitbit tracker, and goal-related factors. We explore the role of those predictors that show meaningful differences in the number of days the tracker was worn. Conclusions This study offers an overview of the natural development of the use of an activity tracker, as well as the relative importance of a range of determinants from literature. Decay is exponential but slower than may be expected from existing literature. Many factors have a small contribution to sustained use. The most important determinants are technical condition, age, user experience, and goal-related factors. This finding suggests that activity tracking is potentially beneficial for a broad range of target groups, but more attention should be paid to technical and user experience–related aspects of activity trackers.

Webcare as an integrative tool for customer care, reputation management, and online marketing: a literature review

When consumers are dissatisfied with a consumption experience, they usually respond in one of the following ways (Hirschman, 1970): (1) stop using an organization’s products/services and take their business to a competitor, (2) file a complaint with the organization that is responsible for the dissatisfying consumption experience, or (3) talk about their dissatisfying consumption experience with fellow consumers (negative word of mouth). Janelle McCoy, a former loyal customer of Chevrolet, decided to combine all responses with the help of social media. In a series of comments on Facebook and Twitter, in which Chevrolet was either tagged or addressed (@chevrolet), Janelle shared her dissatisfaction with one of Chevrolet’s car dealers. In doing so, she not only engaged in negative word of mouth (NWOM) but also complaint behaviour. As can be seen from the excerpt of the Twitter dialogue depicted by Figure 4.1, Janelle’s comments addressed a double audience consisting of not only other consumers but also the organization responsible for the dissatisfying consumption experience. Consumers such as Janelle increasingly voice their complaints as electronic NWOM, with the aim to draw the attention of organizations and, as such, enforce service excellence. Thus, after receiving no satisfactory response from Chevrolet, Janelle decided to take her business to a competitor and to share this decision with other consumers on Facebook and Twitter as well.