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Managing consumers’ product evaluations through direct product experience

Sylvia C. Mooy (Assistant Professor of Marketing, Department of Product Innovation and Management, Delft University of Technology, Delft, The Netherlands)
Henry S.J. Robben (Professor of Marketing and Director, Center for Supply Chain Management, Universiteit Nyenrode, Breukelen, The Netherlands)

Journal of Product & Brand Management

ISSN: 1061-0421

Article publication date: 1 December 2002



Where traditional mass‐media advertising may perish in the enormous amount of communication messages, the product itself can act as a decisive communication tool and provide consumers with product‐related information in the buying decision situation. For example, the sound the product makes in use and the tactile sensation give an impression of the product’s quality. To complement the little research on the role that durable consumer products can play in marketing communications, we investigated the effects of direct product experience on information processing and product evaluation in a sample of 127 adult consumers. The results showed that direct experience enhanced consumers’ opportunity and ability to process product‐related information, but not their motivation to process the information. Subsequently, the induced levels of motivation, opportunity, and ability influenced both consumers’ attitude toward the product and their attitude confidence. One important implication for product development and marketing communications is that the communicative abilities of products can effectively be employed to enhance positively consumers’ evaluation of the product.



Mooy, S.C. and Robben, H.S.J. (2002), "Managing consumers’ product evaluations through direct product experience", Journal of Product & Brand Management, Vol. 11 No. 7, pp. 432-446.




Copyright © 2002, MCB UP Limited

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