面对库存短缺的情况,品牌忠诚度
Uzma Khan1, Alexander DePaoli2
1Miami Herbert Business School, University of Miami, 5250 University Dr., Coral Gables, FL 33146 USA.
概括
消费者更喜欢同一个品牌的替代品后,由于加剧的负面情绪,产品意外缺货. 当非品牌因素提供更大的情感价值时,这种品牌忠诚度会减少,这是管理人员经常忽视的细微差别.
科学领域:
- 消费者行为 消费者行为
- 营销科学 营销科学
- 心理学 心理学 心理学
背景情况:
- 了解消费者对产品缺货的反应对于品牌忠诚度和市场份额至关重要.
- 消费者可能会改变品牌或寻找替代品,当一个所需的产品是不可用的.
研究的目的:
- 调查产品缺货的可预测性如何影响消费者对同品牌替代品的偏好.
- 探索在缺货情况下驱动品牌忠诚度的心理机制.
主要方法:
- 进行了五项实验性研究,以检查消费者在意想不到的或预期的缺货后的选择.
- 该研究分析了负面影响的作用和品牌与非品牌属性的情感价值.
主要成果:
- 消费者更倾向于选择同一个品牌的替代品,当库存不足是意想不到的,由需要减轻负面情绪驱动.
- 这种效应被非品牌属性的情感价值所调节;如果这些属性提供了更大的情感满足,品牌忠诚度就会下降.
结论:
- 意想不到的缺货可以通过利用品牌的情感丰富来提高品牌忠诚度.
- 经理们经常误判出库存期望对消费者行为和品牌忠诚度的影响.
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