http://repub.eur.nl/res/aut/13331/ List of Publications en http://repub.eur.nl/static-eur/img/logo.png http://repub.eur.nl http://repub.eur.nl/res/pub/40056/ 2013-05-09T00:00:00Z How do you respond when receiving advice from somebody with the argumentation "my gut tells me so" or "this is what my intuition says"? Most likely, you would find this justification insufficient and disregard the advice. Are there also situations where people do appreciate such intuitive advice and change their opinion accordingly? A growing number of authors write about the power of intuition in solving problems, showing that intuitively made decisions can be of higher quality than decisions based on analytical reasoning. We want to know if decision makers, when receiving advice based on an intuitive cognitive process, also recognize the value of such advice. Is advice justified by intuition necessarily followed to a lesser extent than an advice justified by analysis? Furthermore, what are the important factors influencing the effect of intuitive justification on advice taking? Participants across three studies show that utilization of intuitive advice varies depending on advisor seniority and type of task for which the advice is given. Summarizing, the results suggest that decision makers a priori doubt the value of intuitive advice and only assess it as accurate if other cues in the advice setting corroborate this. Intuitively justified advice is utilized more if it comes from a senior advisor. In decision tasks with experiential products, intuitively justified advice can even have more impact than analytically justified advice. http://repub.eur.nl/res/pub/40043/ 2012-12-01T00:00:00Z Contrary to conventional thinking, research has shown that consumer choice is a motivational and dynamic process based on goals and ‘circumstances’. http://repub.eur.nl/res/pub/34718/ 2012-09-01T00:00:00Z Current literature on loyalty programs emphasizes the importance of psychological rewards and special treatment. However, it is not clear if male and female customers respond to these incentives in a similar way. We explore the differential effect for female versus male consumers of two psychological rewards that are provided through a loyalty program (a) high status (e.g., Gold membership), and (b) personalization, at different levels of visibility to other consumers. Across three experiments and a field study, we find a coherent pattern of gender differences in the way customers respond to different types of psychological rewards in the context of loyalty programs. The results show that men respond more positively than women to loyalty programs that emphasize status, but only when their higher status is highly visible to others. In contrast, women respond more positively than men to loyalty programs that emphasize personalization, but only for personalization in private settings. We discuss managerial implications for the design of loyalty programs. http://repub.eur.nl/res/pub/31701/ 2011-10-24T00:00:00Z The authors propose a goal-based model of product evaluation and choice. The model is intended to account for the role of momentary goal activations in relatively straightforward product evaluation and choice processes. It contributes by (a) providing a coherent and consistent account for goal-based product evaluations/ choices, (b) providing a theory of the way goal activation influences product evaluation and choice, and (c) generating predictions about novel phenomena, moderators, and boundary conditions in the area of goal-based product evaluations and choices. http://repub.eur.nl/res/pub/23499/ 2011-07-01T00:00:00Z This article challenges the view that it is always better to hold decision makers accountable for their decision process rather than their decision outcomes. In three multiple-cue judgment studies, the authors show that process accountability, relative to outcome accountability, consistently improves judgment quality in relatively simple elemental tasks. However, this performance advantage of process accountability does not generalize to more complex configural tasks. This is because process accountability improves an analytical process based on cue abstraction, while it does not change a holistic process based on exemplar memory. Cue abstraction is only effective in elemental tasks (in which outcomes are a linear additive combination of cues) but not in configural tasks (in which outcomes depend on interactions between the cues). In addition, Studies 2 and 3 show that the extent to which process and outcome accountability affect judgment quality depends on individual differences in analytical intelligence and rational thinking style. http://repub.eur.nl/res/pub/23008/ 2011-01-01T00:00:00Z In an increasingly globalized marketplace, it is common for marketing researchers to collect data from respondents who are not native speakers of the language in which the questions are formulated. Examples include online customer ratings and internal marketing initiatives in multinational corporations. This raises the issue of whether providing responses on rating scales in a person’s native versus second language exerts a systematic influence on the responses obtained. This article documents the anchor contraction effect (ACE), the systematic tendency to report more intense emotions when answering questions using rating scales in a nonnative language than in the native language. Nine studies (1) establish ACE, test the underlying process, and rule out alternative explanations; (2) examine the generalizability of ACE across a range of situations, measures, and response scale formats; and (3) explore managerially relevant and easily implementable corrective techniques. http://repub.eur.nl/res/pub/20738/ 2010-10-01T00:00:00Z Changing brand attitudes by pairing a brand with affectively laden stimuli such as celebrity endorsers or pleasant pictures is called evaluative conditioning. We show that this attitude change can occur in two ways, depending on how brands and affective stimuli are presented. Attitude change can result from establishing a memory link between brand and affective stimulus (indirect attitude change) or from direct “affect transfer” from affective stimulus to brand (direct attitude change). Direct attitude change is significantly more robust than indirect attitude change, for example, to changes in the valence of affective stimuli (unconditioned stimulus revaluation: e.g., endorsers falling from grace), to interference by subsequent information (e.g., advertising clutter), and to persuasion knowledge activation (e.g., consumer suspicion about being influenced). Indirect evaluative conditioning requires repeated presentations of a brand with the same affective stimulus. Direct evaluative conditioning requires simultaneous presentation of a brand with different affective stimuli. http://repub.eur.nl/res/pub/21354/ 2010-10-01T00:00:00Z Changing brand attitudes by pairing a brand with affectively laden stimuli such as celebrity endorsers or pleasant pictures is called evaluative conditioning. We show that this attitude change can occur in two ways, depending on how brands and affective stimuli are presented. Attitude change can result from establishing a memory link between brand and affective stimulus (indirect attitude change) or from direct "affect transfer" from affective stimulus to brand (direct attitude change). Direct attitude change is significantly more robust than indirect attitude change, for example, to changes in the valence of affective stimuli (unconditioned stimulus revaluation: e.g., endorsers falling from grace), to interference by subsequent information (e.g., advertising clutter), and to persuasion knowledge activation (e.g., consumer suspicion about being influenced). Indirect evaluative conditioning requires repeated presentations of a brand with the same affective stimulus. Direct evaluative conditioning requires simultaneous presentation of a brand with different affective stimuli. http://repub.eur.nl/res/pub/40008/ 2010-06-01T00:00:00Z For almost every company the retention of customers and the creation of customer loyalty is a huge driver of profits. If an organisation were able to increase customer retention by just 1%, such an improvement would have a significant impact on profitability. http://repub.eur.nl/res/pub/16344/ 2009-08-01T00:00:00Z Extrinsic cues such as price and irrelevant attributes have been shown to bias consumers’ product judgments. Results in this article replicate those findings in pretrial judgments but show that such biasing cues can improve quality judgments at a later point in time. Initially biasing cues can even yield more accurate judgments than cues that do not bias pretrial judgments and can help consumers after a delay (e.g., at the time of repeat purchase) to determine how much they had liked a product when they tried it before. These results suggest that trying to deceive consumers with the use of biasing cues may induce trial in the short term but may come back to haunt the deceiver at the time of repeat purchase. http://repub.eur.nl/res/pub/16175/ 2009-04-01T00:00:00Z This research contributes to the current understanding of language effects in ad- vertising by uncovering a previously ignored mechanism shaping consumer re- sponse to an increasingly globalized marketplace. We propose a language-specific episodic trace theory of language emotionality to explain how language influences the perceived emotionality of marketing communications. Five experiments with bilingual consumers show (1) that textual information (e.g., marketing slogans) expressed in consumers’ native language tends to be perceived as more emotional than messages expressed in their second language, (2) that this effect is not uniquely due to the activation of stereotypes associated to specific languages or to a lack of comprehension, and (3) that the effect depends on the frequency with which words have been experienced in native- versus second-language contexts. http://repub.eur.nl/res/pub/16174/ 2009-01-01T00:00:00Z Prevailing wisdom assumes that female consumers are more loyal than male consumers. The authors report conditions under which the reverse is found, depending on the object of customer loyalty. For example, whereas female consumers tend to be more loyal than male consumers to individuals, such as individual service providers, this difference is reversed when the object of loyalty is a group of people. The authors find a similar crossover interaction effect for loyalty to individual employees versus loyalty to companies. This effect is mediated by self-construal in terms of relational versus collective interdependence. The authors discuss the managerial and theoretical implications of these gender differences. http://repub.eur.nl/res/pub/13939/ 2008-12-01T00:00:00Z This paper extends the familiar multi-stage framework for choice by explicitly describing the role that goals play at each stage. We first present a typology of goals, ranging from content to process and from immediate to long-term illustrating it in the context of two examples—purchasing a new car and earthquake retrofitting. We then delineate each stage of the choice process based on recent advances from the descriptive literature on the influence of the various goals. Finally, we draw the prescriptive implications as to how goals can inform what we know, or need to know, about the choice process. http://repub.eur.nl/res/pub/13612/ 2008-10-20T00:00:00Z Evaluative conditioning is an important determinant of consumers’ likes and dislikes. Three experiments show that it can result from two types of learning. First, stimulus-stimulus (S – S) or referential learning allows a conditioned stimulus (e.g., a brand) to acquire valence by triggering (unconscious) recollections of the unconditioned stimulus (e.g., a pleasant image). Second, stimulus-response (S – R) or intrinsic learning allows a conditioned stimulus to bind directly with the affective response that was previously generated by the unconditioned stimulus. We show when each type of learning occurs and demonstrate the consequences for the robustness of conditioned brand attitudes. http://repub.eur.nl/res/pub/13614/ 2008-10-20T00:00:00Z Two experiments show that a shortage of self-regulatory resources results in more risk aversion in mixed-gamble (gain/loss) situations. The findings support a dual process view that distinguishes between a rational and an affective information processing system, in which self-regulatory resources are the necessary fuel for the rational system. Depending on the expected values of risk seeking versus risk averse behavior, ego depletion can have negative (experiment 1) as well as positive (experiment 2) consequences for investment behavior. http://repub.eur.nl/res/pub/12038/ 2005-12-01T00:00:00Z This article introduces a goal-based view of consumer choice in which (1) choice is influenced by three classes of goals (consumption goals, criterion goals, and process goals), (2) goals are cognitively represented, and (3) the impact of a goal on choice depends on its activation. For each class of goals, we discuss how goal activation is influenced by direct (subconscious) goal priming, by spreading activation from choice options, from other goals, and from the context, and by goal (non-)achievement. Opportunities for modeling goal-based choice, the integration of emotions in a theory of goal-based choice, and relationships with dual-process theories of decision making are discussed. http://repub.eur.nl/res/pub/12040/ 2005-03-01T00:00:00Z Consumer welfare depends upon how well people learn and remember quality differences among competing products. Although some researchers have argued that consumers are quite good at learning from actual consumption experience, such learning is complicated by delays between learning episodes and by delays between learning and use of the information. In the present research, we examine consumer experiential learning from a memory perspective. In a series of three taste-test studies we investigate whether and how distinctive brand names and packaging may facilitate the learning of intrinsic quality differences among products. We discuss the implications of our results for consumer decision theory, brand equity management, and trademark policy. http://repub.eur.nl/res/pub/1794/ 2004-10-29T00:00:00Z Stijn van Osselaer (1971, Ph.D. (Marketing), University of Florida 1998) is Professor of Marketing specializing in Consumer Behavior at the Rotterdam School of Management/Faculteit Bedrijfskunde of Erasmus University in Rotterdam. His research focuses on the study of basic psychological processes involved in consumer decision making. In his inaugural address he argues that even sophisticated patterns of product evaluation and choice can be explained by simple associative learning-and-memory processes similar to those found in rats, dogs, and other animals. He outlines strategic implications for brand management and public policy as well as theoretical implications for the study of human learning and memory. Prior to his appointment at Erasmus University, Van Osselaer was an Assistant and later Associate Professor at the University of Chicago Graduate School of Business. His research is published in scholarly journals such as the Journal of Consumer Research, Journal of Marketing Research, Journal of Consumer Psychology, and the Journal of Experimental Psychology: Learning, Memory, and Cognition. He has presented his work at Columbia University, Duke University, the Massachusetts Institute of Technology, Harvard University, the University of California at Berkeley, INSEAD, the London Business School, Northwestern University, and to many other audiences worldwide. http://repub.eur.nl/res/pub/12042/ 2004-01-01T00:00:00Z Recent studies involving nonlinear discrimination problems suggest that stimuli in human associative learning are represented configurally with narrow generalization, such that presentation of stimuli that are even slightly dissimilar to stored configurations weakly activate these configurations. The authors note that another well-known set of findings in human associative learning, cue-interaction phenomena, suggest relatively broad generalization. Three experiments show that current models of human associative learning, which try to model both nonlinear discrimination and cue interaction as the result of 1 process, fail because they cannot simultaneously account for narrow and broad generalization. Results suggest that human associative learning involves (a) an exemplar-based process with configural stimulus representation and narrow generalization and (b) an adaptive learning process characterized by broad generalization and cue interaction. http://repub.eur.nl/res/pub/12043/ 2004-01-01T00:00:00Z This section presents abstracts of studies which investigated the effects of accessibility of information in memory on product judgment. The first paper, by Tybout, Stemthal, Malaviya, Bakamitson, and Park, addresses a paradoxical set of results. Prior research suggests that asking consumers to generate multiple reasons to buy a product can have both positive and negative effects on product judgments. The authors investigate the conditions under which these effects occur. Their results show that the effects of generating reasons are moderated by the accessibility of the reasons in memory. When the reasons are highly accessible or inaccessible, asking for more reasons prompts more favorable judgments. Between these extremes in accessibility, asking for more reasons prompts less favorable judgments. The authors argue that these results are driven by the independent operation of two memory processes, one involves using the content of the retrieved information as a basis for judgment, such as that evaluation is based on the diagnosticity of the accessible information, while the other involves monitoring of the retrieval process and then making a judgment based on how easy it is to retrieve the information, such as the evaluation is based on the accessibility of the information. When accessibility of reasons in memory is very low, consumers do not perceive ease of retrieval to be diagnostic of their feelings about a product. http://repub.eur.nl/res/pub/12044/ 2004-01-01T00:00:00Z Results from 4 experiments suggest that currencies such as loyalty-program points are overvalued. Different allocations of the same quantity of points across the same number of purchases (e.g., 100 points for each first, 200 for each second, 300 for each third purchase vs. 200 for each first, second, and third purchase) yielded irrelevant trends and should have led participants to ignore loyalty points as a basis for choice. However, choices were influenced by points even when consumers were provided with other truly discriminating information (e.g., price) and the irrelevance of the loyalty points was readily discernable. This implies that irrelevant information can influence choice when other, easily justifiable bases for decisions are available and, therefore, that irrelevant information can function as more than a tie-breaker. Other implications for research on irrelevant attributes, medium effects, intertemporal choice, and loyalty programs are discussed. http://repub.eur.nl/res/pub/12045/ 2003-01-01T00:00:00Z Prevailing wisdom assumes that brand equity increases when a brand touts its desirable attributes. We report conditions under which the use of attribute information to promote a product can shift the locus of equity from brand to attribute, thereby reducing the attractiveness of extension products. This effect is moderated by the degree of ambiguity in the learning environment, such that prevailing wisdom is refuted when ambiguity is low but is supported when ambiguity is high. http://repub.eur.nl/res/pub/12046/ 2001-01-01T00:00:00Z Four studies show that consumers have not one but two distinct learning processes that allow them to use brand names and other product features to predict consumption benefits. The first learning process is a relatively unfocused process in which all stimulus elements get cross-referenced for later retrieval. This process is backward looking and consistent with human associative memory (HAM) models. The second learning process requires that a benefit be the focus of prediction during learning. It assumes feature-benefit associations change only to the extent that the expected performance of the product does not match the experienced performance of the product. This process is forward looking and consistent with adaptive network models. The importance of this two-process theory is most apparent when a product has multiple features. During HAM learning, each feature-benefit association will develop independently. During adaptive learning, features will compete to predict benefits and, thus, feature-benefit associations will develop interdependently. We find adaptive learning of feature-benefit associations when consumers are motivated to learn to predict a benefit (e.g., because it is perceived to have hedonic relevance) but find HAM learning when consumers attend to an associate of lesser motivational significance http://repub.eur.nl/res/pub/12047/ 2000-01-01T00:00:00Z Consumers use brand names and product features to predict the performance of products. Various learning models offer hypotheses about the source of these predictive associations. Spreading-activation models hypothesize that cues acquire predictive value as a consequence of being present during the acquisition of product performance information. Least mean squares connectionist models hypothesize that any one cue acquires predictive value only to the extent that it can predict differences in performance that are not already predicted by other available cues. Five studies in the context of portfolio-branding strategies provide evidence supporting a least mean squares connectionist model. As predicted by this model, results show that subbranding and ingredient-branding strategies can protect brands from dilution in some situations but can promote dilution in other situations. http://repub.eur.nl/res/pub/12048/ 2000-01-01T00:00:00Z A series of experiments illustrates a learning process that enhances brand equity at the expense of quality-determining attributes. When the relationship between brand name and product quality is learned prior to the relationship between product attributes and quality, inhibition of the latter may occur. The phenomenon is shown to be robust, but its influence appears sensitive to contextual variations in the learning environment. Tests of process are inconsistent with attentional explanations and popular models of causal reasoning, but they are supportive of associative learning models that portray learners as inherently forward looking http://repub.eur.nl/res/pub/12052/ 2000-01-01T00:00:00Z http://repub.eur.nl/res/pub/16343/ 2000-01-01T00:00:00Z Abstract A series of experiments illustrates a learning process that enhances brand equity at the expense of quality-determining attributes. When the relationship between brand name and product quality is learned prior to the relationship between product attributes and quality, inhibition of the latter may occur. The phenomenon is shown to be robust, but its influence appears sensitive to contextual variations in the learning environment. Tests of process are inconsistent with attentional explanations and popular models of causal reasoning, but they are supportive of associative learning models that portray learners as inherently forward looking.