Jan Breitsohl | University of Glasgow (original) (raw)

Papers by Jan Breitsohl

Research paper thumbnail of Consumer Responses to Conflict-Management Strategies on Non-Profit Social Media Fan Pages

Journal of Interactive Marketing

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Research paper thumbnail of Investigating consumers’ motives for consumer brand-cyberbullying on social media

The Information Society

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Research paper thumbnail of Online complaint communication strategy: An integrated management framework for e-businesses

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...

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Research paper thumbnail of 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

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Research paper thumbnail of When One Plus One Isn't Two: The Importance of Focus and Governance in Online Consumption Communities

SSRN Electronic Journal, 2000

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Research paper thumbnail of 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 ...

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Research paper thumbnail of Redefining online shopping clusters: A cross-cultural analysis of Western demographics, attitudes and behaviour

World, 2011

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Research paper thumbnail of Calibrating 30 Years of Experimental Research: A Meta-Analysis of the Atmospheric Effects of Music, Scent, and Color

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.

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Research paper thumbnail of Assessing tourists' cognitive, emotional and behavioural reactions to an unethical destination incident

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.

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Research paper thumbnail of Groupthink 2.0: An empirical analysis of customers' conformity-seeking in online communities

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.

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Research paper thumbnail of Does the host match the content? A taxonomical update on online consumption communities

Journal of Marketing Management, 2015

This article proposes a taxonomy of online consumption communities in order to address this rathe... more This article proposes a taxonomy of online consumption communities in order to address this rather ambiguously conceptualised research field. Specifically, intercommunity differences are investigated with regard to how content focus (brand vs activity) and its congruency with the type of host (doubled vs mixed) affect consumers’ posting behaviour. Based on an online survey (n = 888), a series of regressions of various benefits on posting behaviour supports the usability of the proposed taxonomy. In particular, social benefits had the strongest effect on consumers’ posting behaviour across all communities, while the effects of functional, altruistic and sharing benefits varied in significance and direction of influence when accounting for the different community characteristics. These findings help marketing managers to design online communities and motivate consumers to contribute.

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Research paper thumbnail of E-business complaint management: perceptions and perspectives of online credibility

Journal of Enterprise Information Management, 2010

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Research paper thumbnail of Online complaint communication strategy: An integrated management framework for e-businesses

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.

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Research paper thumbnail of Consumer Responses to Conflict-Management Strategies on Non-Profit Social Media Fan Pages

Journal of Interactive Marketing

Bookmarks Related papers MentionsView impact

Research paper thumbnail of Investigating consumers’ motives for consumer brand-cyberbullying on social media

The Information Society

Bookmarks Related papers MentionsView impact

Research paper thumbnail of Online complaint communication strategy: An integrated management framework for e-businesses

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...

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Research paper thumbnail of 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

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Research paper thumbnail of When One Plus One Isn't Two: The Importance of Focus and Governance in Online Consumption Communities

SSRN Electronic Journal, 2000

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Research paper thumbnail of 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 ...

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Research paper thumbnail of Redefining online shopping clusters: A cross-cultural analysis of Western demographics, attitudes and behaviour

World, 2011

Bookmarks Related papers MentionsView impact

Research paper thumbnail of Calibrating 30 Years of Experimental Research: A Meta-Analysis of the Atmospheric Effects of Music, Scent, and Color

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.

Bookmarks Related papers MentionsView impact

Research paper thumbnail of Assessing tourists' cognitive, emotional and behavioural reactions to an unethical destination incident

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.

Bookmarks Related papers MentionsView impact

Research paper thumbnail of Groupthink 2.0: An empirical analysis of customers' conformity-seeking in online communities

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.

Bookmarks Related papers MentionsView impact

Research paper thumbnail of Does the host match the content? A taxonomical update on online consumption communities

Journal of Marketing Management, 2015

This article proposes a taxonomy of online consumption communities in order to address this rathe... more This article proposes a taxonomy of online consumption communities in order to address this rather ambiguously conceptualised research field. Specifically, intercommunity differences are investigated with regard to how content focus (brand vs activity) and its congruency with the type of host (doubled vs mixed) affect consumers’ posting behaviour. Based on an online survey (n = 888), a series of regressions of various benefits on posting behaviour supports the usability of the proposed taxonomy. In particular, social benefits had the strongest effect on consumers’ posting behaviour across all communities, while the effects of functional, altruistic and sharing benefits varied in significance and direction of influence when accounting for the different community characteristics. These findings help marketing managers to design online communities and motivate consumers to contribute.

Bookmarks Related papers MentionsView impact

Research paper thumbnail of E-business complaint management: perceptions and perspectives of online credibility

Journal of Enterprise Information Management, 2010

Bookmarks Related papers MentionsView impact

Research paper thumbnail of Online complaint communication strategy: An integrated management framework for e-businesses

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.

Bookmarks Related papers MentionsView impact