Jan Breitsohl | University of Glasgow (original) (raw)
Papers by Jan Breitsohl
The Information Society
In this article we offer the first survey-based study on the motivations that spur consumers to b... more In this article we offer the first survey-based study on the motivations that spur consumers to bully others about the brands they support on social media, a phenomenon we term "Consumer Brand-Cyberbullying" (CBC). Analyzing data from 1,203 participants of online brand communities, we find that consumers who seek to be popular and attractive are more likely to engage in CBC, while those who seek to affiliate with close others and help the community are less likely to do so. Consumers who identify with and are loyal to a particular brand are more likely to engage in CBC. Taken together, our study moves us toward a systematic analysis of the relationship between brands and cyberbullying on social media.
The purpose of this chapter is to provide a holistic framework of complaint communication managem... more The purpose of this chapter is to provide a holistic framework of complaint communication management on the Internet. Specifically, a model for e-businesses strategy is put forward which integrates the communication perspective of online complainers, the company as re-spondents and observers who follow the complaint dialogue online. In acknowledgement of the active or passive influence of each communication participant on the exchange process, the particular characteristics of online complaint psychology, electronic communication channels and related management systems are reflected within a circular process model that highlights the need for e-managers to develop and implement strategic means to proactively control and respond to negative publicity on the Internet. By distinctively focusing on studies from communication psychology, strategic management, e-marketing and Information technology that were conducted in an online environment, this chapter aims to address the lack of lite...
Consumer Brand Bullying Behaviour in Online Communities
1. Introduction 2. Conceptual Overview 2.1 Online Brand Communities 2.2 Cyberbullying - Te... more 1. Introduction
2. Conceptual Overview
2.1 Online Brand Communities
2.2 Cyberbullying - Terminology and Classification
2.3 Hostile Consumer Communication in Online Brand Communities
3. Research Approach
4. Research Findings
4.1 Six Types of Consumer Brand Bullying Behaviour
4.2 Hostile Types of Consumer Brand Bullying
4.3 Non-Hostile Types of Consumer Brand Bullying
4.4 Ambivalent Intent
5. Discussion
5.1 Theoretical Implications
5.2 Practical Implications
5.3 Limitations and future research
When One Plus One Isn't Two: The Importance of Focus and Governance in Online Consumption Communities
SSRN Electronic Journal, 2000
Self-Product Congruence: Image-Perceptions of Postmodern Outdoor-Apparel Consumers in E-Communities
... IMAGE-PERCEPTIONS OF POSTMODERN OUTDOOR-APPAREL CONSUMERS IN E-COMMUNITIES Jan Breitsohl Bang... more ... IMAGE-PERCEPTIONS OF POSTMODERN OUTDOOR-APPAREL CONSUMERS IN E-COMMUNITIES Jan Breitsohl Bangor University Marwan Khammash Bangor ... It is hypothesized that the actual SPC of those engaged in outdoor activities (here named 'enthusiasts') is more ...
Redefining online shopping clusters: A cross-cultural analysis of Western demographics, attitudes and behaviour
World, 2011
Atmospheric in-store stimuli have been the subject of considerable empirical investigation for ov... more Atmospheric in-store stimuli have been the subject of considerable empirical investigation for over 30 years. This research presents a meta-analysis of 66 studies and 135 effects (N = 15,621) calibrating the atmospheric effects of music, scent, and color on shopping outcomes. At an aggregate level, the results reveal that environments in which music or scent are present yield higher pleasure, satisfaction, and behavioral intention ratings when compared with environments in which such conditions are absent. Warm colors produce higher levels of arousal than cool colors, while cool colors produce higher levels of satisfaction than warm colors. The estimated average strength of these relationships ranged from small to medium. Effect sizes exhibited significant between-study variance, which can be partly explained by the moderators investigated. For instance, larger effect sizes were observed for the relationship between scent and pleasure in those samples with a higher (vs. lower) proportion of females. Data also indicated a tendency toward stronger music and scent effects in service settings as compared to retail settings. The results of this analysis, based on data aggregated across the research stream, offer retailers a guide to enhance customers' shopping experience through judicious use of in-store atmospheric stimuli.
Studies of how tourists react to unethical incidents in destinations are scarce. Based on an onli... more Studies of how tourists react to unethical incidents in destinations are scarce. Based on an online survey (n =1350) and grounded in cognitive appraisal theory, this study examines people's reactions to a hypothetical breach of ethics at a tourism destination. Results from a structural equation model suggest that the more severe the incident and the greater the attribution of responsibility to agencies within the
destination, the more likely it is that an individual will develop hostile emotions toward the destination.
The tourist may then decide to avoid the incident emotionally or to spread negative word of mouth (WOM) about it. The study also highlights the importance of a positive destination image in reducing hostile emotions during such incidents. Moreover, tourists will be more likely to re-visit a destination if they choose to avoid engaging emotionally with an unethical incident and less likely to do so if they spread negative WOM.
Online communities have witnessed an ongoing interest from both digital practitioners and scholar... more Online communities have witnessed an ongoing interest from both digital practitioners and scholars alike. Whilst the motives for and outcomes of customers’ participation have been convincingly evidenced, there is a lack of conceptual and empirical understanding on the decision-making processes within virtual groups. This study employs Janis’ (1972) Groupthink theory to investigate customers’ tendency to conform when making decisions in a financial online community. Based on a sample of 343 respondents and multiple regression analysis, it is shown that perceived stress and group insulation have a positive influence upon groupthink, whilst group cohesion has a negative effect. The findings support the applicability of Groupthink theory in an online context and emphasise defective social decision-making processes in online communities as key priority for future research. Digital marketers gain insight on strategies to manage their customers’ conformity-seeking tendencies and to prevent dysfunctional decision-making processes.
Journal of Enterprise Information Management, 2010
Purpose -The purpose of this paper is to investigate public online consumer complaint responses f... more Purpose -The purpose of this paper is to investigate public online consumer complaint responses from three different perspectives: the complainer, the company and third party consumers. Consumer complaint behaviour and management has been studied in various streams of literature, yet the subsequent processes triggered by a company complaint response have not been studied so far. In particular, this paper seeks to divert from examining complaint participants in isolation by recognising interrelated communication effects of complaint dialogue and public media. Design/methodology/approach -Looking at credibility perceptions as a theoretical construct for measuring the utility of a complaint as well as attitude-orientation as an evaluative moderator, the paper highlights the ambiguity of meaning transfer in an online complaint forum. Findings -It is hypothesised that credibility and congruence in attitude orientation positively enhance complaint utility perceptions and strongly bias complaint dialogue evaluations. Originality/value -The paper highlights that expected relevant results for online complaint managers and marketers alike are the inclusion of post-complaint communication into corporate image and relationship management as well as using credibility perceptions as a benchmark for online customer satisfaction and potential positive electronic word-of-mouth.
Handbook on e-business strategic management, 2014
The purpose of this chapter is to provide a holistic framework of complaint communication managem... more The purpose of this chapter is to provide a holistic framework of complaint communication management on the Internet. Specifically, a model for e-businesses strategy is put forward which integrates the communication perspective of online complainers, the company as respondents and observers who follow the complaint dialogue online. In acknowledgement of the active or passive influence of each communication participant on the exchange process, the particular characteristics of online complaint psychology, electronic communication channels and related management systems are reflected within a circular process model that highlights the need for e-managers to develop and implement strategic means to proactively control and respond to negative publicity on the Internet. By distinctively focusing on studies from communication psychology, strategic management, e-marketing and Information technology that were conducted in an online environment, this chapter aims to address the lack of literary integration with regards to the unique managerial demands posed through online complaint communication paradigms.
The Information Society
In this article we offer the first survey-based study on the motivations that spur consumers to b... more In this article we offer the first survey-based study on the motivations that spur consumers to bully others about the brands they support on social media, a phenomenon we term "Consumer Brand-Cyberbullying" (CBC). Analyzing data from 1,203 participants of online brand communities, we find that consumers who seek to be popular and attractive are more likely to engage in CBC, while those who seek to affiliate with close others and help the community are less likely to do so. Consumers who identify with and are loyal to a particular brand are more likely to engage in CBC. Taken together, our study moves us toward a systematic analysis of the relationship between brands and cyberbullying on social media.
The purpose of this chapter is to provide a holistic framework of complaint communication managem... more The purpose of this chapter is to provide a holistic framework of complaint communication management on the Internet. Specifically, a model for e-businesses strategy is put forward which integrates the communication perspective of online complainers, the company as re-spondents and observers who follow the complaint dialogue online. In acknowledgement of the active or passive influence of each communication participant on the exchange process, the particular characteristics of online complaint psychology, electronic communication channels and related management systems are reflected within a circular process model that highlights the need for e-managers to develop and implement strategic means to proactively control and respond to negative publicity on the Internet. By distinctively focusing on studies from communication psychology, strategic management, e-marketing and Information technology that were conducted in an online environment, this chapter aims to address the lack of lite...
Consumer Brand Bullying Behaviour in Online Communities
1. Introduction 2. Conceptual Overview 2.1 Online Brand Communities 2.2 Cyberbullying - Te... more 1. Introduction
2. Conceptual Overview
2.1 Online Brand Communities
2.2 Cyberbullying - Terminology and Classification
2.3 Hostile Consumer Communication in Online Brand Communities
3. Research Approach
4. Research Findings
4.1 Six Types of Consumer Brand Bullying Behaviour
4.2 Hostile Types of Consumer Brand Bullying
4.3 Non-Hostile Types of Consumer Brand Bullying
4.4 Ambivalent Intent
5. Discussion
5.1 Theoretical Implications
5.2 Practical Implications
5.3 Limitations and future research
When One Plus One Isn't Two: The Importance of Focus and Governance in Online Consumption Communities
SSRN Electronic Journal, 2000
Self-Product Congruence: Image-Perceptions of Postmodern Outdoor-Apparel Consumers in E-Communities
... IMAGE-PERCEPTIONS OF POSTMODERN OUTDOOR-APPAREL CONSUMERS IN E-COMMUNITIES Jan Breitsohl Bang... more ... IMAGE-PERCEPTIONS OF POSTMODERN OUTDOOR-APPAREL CONSUMERS IN E-COMMUNITIES Jan Breitsohl Bangor University Marwan Khammash Bangor ... It is hypothesized that the actual SPC of those engaged in outdoor activities (here named 'enthusiasts') is more ...
Redefining online shopping clusters: A cross-cultural analysis of Western demographics, attitudes and behaviour
World, 2011
Atmospheric in-store stimuli have been the subject of considerable empirical investigation for ov... more Atmospheric in-store stimuli have been the subject of considerable empirical investigation for over 30 years. This research presents a meta-analysis of 66 studies and 135 effects (N = 15,621) calibrating the atmospheric effects of music, scent, and color on shopping outcomes. At an aggregate level, the results reveal that environments in which music or scent are present yield higher pleasure, satisfaction, and behavioral intention ratings when compared with environments in which such conditions are absent. Warm colors produce higher levels of arousal than cool colors, while cool colors produce higher levels of satisfaction than warm colors. The estimated average strength of these relationships ranged from small to medium. Effect sizes exhibited significant between-study variance, which can be partly explained by the moderators investigated. For instance, larger effect sizes were observed for the relationship between scent and pleasure in those samples with a higher (vs. lower) proportion of females. Data also indicated a tendency toward stronger music and scent effects in service settings as compared to retail settings. The results of this analysis, based on data aggregated across the research stream, offer retailers a guide to enhance customers' shopping experience through judicious use of in-store atmospheric stimuli.
Studies of how tourists react to unethical incidents in destinations are scarce. Based on an onli... more Studies of how tourists react to unethical incidents in destinations are scarce. Based on an online survey (n =1350) and grounded in cognitive appraisal theory, this study examines people's reactions to a hypothetical breach of ethics at a tourism destination. Results from a structural equation model suggest that the more severe the incident and the greater the attribution of responsibility to agencies within the
destination, the more likely it is that an individual will develop hostile emotions toward the destination.
The tourist may then decide to avoid the incident emotionally or to spread negative word of mouth (WOM) about it. The study also highlights the importance of a positive destination image in reducing hostile emotions during such incidents. Moreover, tourists will be more likely to re-visit a destination if they choose to avoid engaging emotionally with an unethical incident and less likely to do so if they spread negative WOM.
Online communities have witnessed an ongoing interest from both digital practitioners and scholar... more Online communities have witnessed an ongoing interest from both digital practitioners and scholars alike. Whilst the motives for and outcomes of customers’ participation have been convincingly evidenced, there is a lack of conceptual and empirical understanding on the decision-making processes within virtual groups. This study employs Janis’ (1972) Groupthink theory to investigate customers’ tendency to conform when making decisions in a financial online community. Based on a sample of 343 respondents and multiple regression analysis, it is shown that perceived stress and group insulation have a positive influence upon groupthink, whilst group cohesion has a negative effect. The findings support the applicability of Groupthink theory in an online context and emphasise defective social decision-making processes in online communities as key priority for future research. Digital marketers gain insight on strategies to manage their customers’ conformity-seeking tendencies and to prevent dysfunctional decision-making processes.
Journal of Enterprise Information Management, 2010
Purpose -The purpose of this paper is to investigate public online consumer complaint responses f... more Purpose -The purpose of this paper is to investigate public online consumer complaint responses from three different perspectives: the complainer, the company and third party consumers. Consumer complaint behaviour and management has been studied in various streams of literature, yet the subsequent processes triggered by a company complaint response have not been studied so far. In particular, this paper seeks to divert from examining complaint participants in isolation by recognising interrelated communication effects of complaint dialogue and public media. Design/methodology/approach -Looking at credibility perceptions as a theoretical construct for measuring the utility of a complaint as well as attitude-orientation as an evaluative moderator, the paper highlights the ambiguity of meaning transfer in an online complaint forum. Findings -It is hypothesised that credibility and congruence in attitude orientation positively enhance complaint utility perceptions and strongly bias complaint dialogue evaluations. Originality/value -The paper highlights that expected relevant results for online complaint managers and marketers alike are the inclusion of post-complaint communication into corporate image and relationship management as well as using credibility perceptions as a benchmark for online customer satisfaction and potential positive electronic word-of-mouth.
Handbook on e-business strategic management, 2014
The purpose of this chapter is to provide a holistic framework of complaint communication managem... more The purpose of this chapter is to provide a holistic framework of complaint communication management on the Internet. Specifically, a model for e-businesses strategy is put forward which integrates the communication perspective of online complainers, the company as respondents and observers who follow the complaint dialogue online. In acknowledgement of the active or passive influence of each communication participant on the exchange process, the particular characteristics of online complaint psychology, electronic communication channels and related management systems are reflected within a circular process model that highlights the need for e-managers to develop and implement strategic means to proactively control and respond to negative publicity on the Internet. By distinctively focusing on studies from communication psychology, strategic management, e-marketing and Information technology that were conducted in an online environment, this chapter aims to address the lack of literary integration with regards to the unique managerial demands posed through online complaint communication paradigms.