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Journal of the Academy of Marketing Science

Erschienen in:

01.07.2014 | Original Empirical Research

Coping with information requests in marketing exchanges: an examination of pre-post affective control and behavioral coping

verfasst von: Patricia A. Norberg, Daniel R. Horne

Erschienen in: Journal of the Academy of Marketing Science | Ausgabe 4/2014

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Abstract

This paper examines consumers’ personal information disclosure behaviors and how consumers emotionally respond to and behaviorally cope with requests for personal data. We show through two experiments that individuals’ felt emotions toward requests for information change based on the disclosure strategy chosen. We also provide evidence that individuals rely on falsification as a means of behaviorally coping with personal information requests and that falsification mediates pre-to-post disclosure control perceptions. Implications for marketers are discussed.

Vorheriger Artikel As they sow, so shall they reap: customers’ influence on customer satisfaction at the customer interface

Nächster Artikel Assessing the value of commonly used methods for measuring customer value: a multi-setting empirical study

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For example, a website may have a two-stage registration process where a validation code is sent to the consumer’s email account. Only by providing a genuine email address will the consumer be able to access the desired website.

Omission is also a potential coping strategy in the voluntary condition. However, as it is not available in the required conditions, falsification was used for comparisons across conditions.

We used only a subset of PANAS items for two reasons. First, we wanted to ensure that we did not lose the participants to boredom. Second, because a number of the items on the PANAS did not map well to the study context, we felt it was important, given the context, to use a subset of the emotions that would not be confusing to participants.

The item (e.g., Your Name) was centered on the screen. Once the respondent pressed one of the shift keys, the next item was displayed in random order.

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Titel: Coping with information requests in marketing exchanges: an examination of pre-post affective control and behavioral coping
verfasst von: Patricia A. Norberg
Daniel R. Horne
Publikationsdatum: 01.07.2014
Verlag: Springer US
Erschienen in: Journal of the Academy of Marketing Science / Ausgabe 4/2014
Print ISSN: 0092-0703
Elektronische ISSN: 1552-7824
DOI: https://doi.org/10.1007/s11747-013-0361-6

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