Dr Zhiying Ben

We study how foreign brands’ cultural accommodation delivered through multisensory website design influences local consumers’ perceptions and purchase decisions. We place particular emphasis on the Chinese fashion industry, where many non-Chinese brands suffer because they confront with a dilemma, between adapting to the local culture and retaining their western originality. Drawing upon theories of cultural accommodation and homophily bias, our experimental results indicate that foreign brands’ use of cultural accommodating multisensory cues (both visual and auditory) in website design positively influence consumers’ purchase intention, while the congruence of culturally accommodating multisensory cues also enhances of consumers’ purchase intention to some extent. We also demonstrate the psychological mechanism in transmitting multisensory cues of cultural accommodation into purchase intention and identify the mediating roles of consumer-brand identification and brand image in this mechanism.

Our study takes a novel perspective to contribute to the emerging research stream of online multisensory marketing and contextualizes the application of multisensory cues in the increasingly digitized and international marketplace. Specifically, we identified the significant impact of the application of online multisensory cues on signaling brands’ cultural accommodation effort and facilitating consumer purchase. Besides, we added new empirical evidence to effects of multisensory integration and congruence on audiences’ perceptions and identified the cultural accommodation through sensory cues attracting consumers’ attention on the congruence between different senses. Finally, we advanced the understanding of homophily bias effects and demonstrate the mechanism of translating multisensory cues that carry messages of cultural accommodation into consumers’ purchase intention. This highlights the significance of shared identity between consumers and a brand (i.e. consumer-brand identification) in developing consumers’ evaluation and behavioral intention towards the brand. From a managerial perspective, we shed a new light on foreign brands’ cultural accommodation strategies in local markets and suggest multisensory website design as a cost-effective avenue for delivering the brands’ cultural accommodation effort.

Complaint management is often considered a significant cost center, and it may be difficult for companies to treat all complainers equally in physical settings where complainers can observe each other's treatment. How do complainers feel when other complainers receive a response from the company, but they do not? We introduce and conceptualize a complainer exclusion construct that incorporates the complainer's observation of theirs and other complainers' treatment. Drawing on the theory of ostracism, three studies employing varying industry and complaint settings, reveal that perceptions of exclusion underpin complainers' re-complaining intentions (Study 1). Moreover, this effect is intensified when earlier complainers witness the later complainers receive a response, suggesting temporal order of complaints as an important boundary condition (Study 2). Contrarily, shifting complainers' primary focus away from the unpleasant experience through a distraction weakens the re-complaining intentions among complainers feeling exclusion (Study 3). This research has significant implications for managing complaint management systems, avoiding perceived exclusion among complainers, and effectively reducing the likelihood of worse outcomes for all stakeholders.

Consumer complaining has attracted significant attention from marketing scholars, marketers, and media alike in past decades. While the advent of the digital environment has provided ample avenues for consumers to complain, the hyper-contextualized information offers new opportunities for managers to design optimal response processes to manage consumer complaints. The research examining consumer complaining and response processes typically addresses a subset of questions in isolation, such as why consumers complain, how to deal with complaints, and the effect of complaining on others. In this chapter, the authors systematically examine the entire process of complaining through the lens of the complainer, responder, and bystander realms to offer a holistic perspective on the complaining process, advancing novel theoretical insights for the focal phenomenon. The forward-looking research agenda encompassing nine insights across three diverse themes addresses emergent issues and unresolved questions and offers potential avenues that can help move the field forward.