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1 – 10 of over 2000
Article
Publication date: 27 November 2023

Liangyan Wang, Eugene Y. Chan and Ali Gohary

During a brand crisis, consumers construct attributions to understand the cause of the crisis and to assign blame, with attributions of blame to firms consequently lowering brand…

Abstract

Purpose

During a brand crisis, consumers construct attributions to understand the cause of the crisis and to assign blame, with attributions of blame to firms consequently lowering brand attitudes. The purpose of this paper is to explore attributions of blame in performance- versus values-related brand crisis. Do consumers assign different levels of blame to values- versus performance-related brand crises?

Design/methodology/approach

The authors conducted three experimental studies, plus one pilot study, with American, British and Australian participants in which they manipulated the type of brand crisis as values- or performance-related to determine the extent to which consumers attribute blame to the firm and the effects of those attributions on consumers’ brand attitudes.

Findings

Findings indicated that consumers assign more blame to firms for a values-related brand crisis than for a performance-related brand crisis.

Research limitations/implications

The findings of this study explain how consumers are harsher towards firms that violate some moral or social standards than those that exhibit product defects.

Practical implications

For branding and public relations officials, finding greater internal attribution for values-related brand crises offers implications for how and what information about such crises ought to be conveyed to manage consumer response and brand reputation.

Originality/value

To the best of the authors’ knowledge, the findings are the first to explore attributions in blame toward values- and performance-related brand crises.

Details

European Journal of Marketing, vol. 57 no. 12
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 26 September 2023

Shaofeng Yuan, Jinping Li and Ying Gao

This study investigated a new attributional phenomenon in a brand scandal setting in which consumers tend to blame the top management of a brand, even though it was the frontline…

Abstract

Purpose

This study investigated a new attributional phenomenon in a brand scandal setting in which consumers tend to blame the top management of a brand, even though it was the frontline parties that caused the scandal. The authors termed this phenomenon upward blame attribution (UBA), shedding light on whether consumers in a host country indicate a higher UBA for a multinational (vs domestic) brand scandal, which in turn reinforces their revenge and impairs their reconciliation reactions, and whether these effects are contingent on consumer animosity.

Design/methodology/approach

Two experimental studies were conducted with real and fictitious brand/product and country stimuli with 1,399 Chinese participants.

Findings

Both studies verified UBA and found that Chinese consumers' UBA is higher for multinational (vs domestic) brand scandals, which drives their stronger desire for revenge and weaker desire for reconciliation. Moreover, consumers with high (vs low) animosity toward a multinational brand's home country reported a higher UBA for the multinational (vs domestic) brand scandal, which in turn reinforces their desire for revenge and impairs their desire for reconciliation.

Practical implications

The study provides new insights into host-country consumers' more severe UBA and responses toward multinational versus domestic brand scandals and the amplifying role of consumer animosity in these processes. It also has implications for mitigating host-country consumers' UBA and negative responses to multinational brand scandals.

Originality/value

This study contributes to the blame attribution literature by verifying consumers' UBA and the country-of-origin (COO) literature by revealing host-country consumers' higher UBA, stronger revenge desire and weaker reconcile desire toward multinational (vs domestic) brand scandals. It extends the knowledge regarding consumers' blame attributions toward the top management of a multinational (vs domestic) brand in scandals and the impact of such attributions.

Details

International Marketing Review, vol. 40 no. 6
Type: Research Article
ISSN: 0265-1335

Keywords

Article
Publication date: 3 April 2023

Arosha S. Adikaram and Pavithra Kailasapathy

The authors aim to explore how perspective-taking and attribution of blame lead to side-taking by human resource professionals (HRPs) when making judgements and handling…

Abstract

Purpose

The authors aim to explore how perspective-taking and attribution of blame lead to side-taking by human resource professionals (HRPs) when making judgements and handling complaints of sexual harassment.

Design/methodology/approach

Employing qualitative methodology, the authors used semi-structured in-depth interviews with 35 HRPs from 30 companies in Sri Lanka. Attribution theory and perspective-taking were used as theoretical lenses.

Findings

In handling complaints of sexual harassment incidents, HRPs take the perspectives of the alleged perpetrator, complainant, or the company and attribute the blame to the alleged perpetrator or the complainant. Irrespective of the gender of the HRPs and the perspective they take, they would most often blame the female complainants due to sexual harassment myths and misperceptions and traditional sex-role beliefs. Thus, they either take the side of the alleged perpetrator or the company, explicitly/implicitly or intentionally/unintentionally.

Originality/value

The central originality of this research is the finding that HRPs take sides in resolving complaints of sexual harassment and perspective-taking and attribution of blame by HRPs lead to this side-taking in organisational settings.

Details

Personnel Review, vol. 53 no. 2
Type: Research Article
ISSN: 0048-3486

Keywords

Article
Publication date: 4 July 2023

Yilmaz Akgunduz, Sabahat Ceylin Sanli Kayran and Uğurcan Metin

Supervisor incivility and organizational gossip are two examples of dark organizational behaviors. Norm of reciprocity theory suggests that employees may develop revenge…

Abstract

Purpose

Supervisor incivility and organizational gossip are two examples of dark organizational behaviors. Norm of reciprocity theory suggests that employees may develop revenge intentions after exposure to such behaviors while attributing blame to others. This study aims to empirically investigate the mediating effect of blaming others on the impact of supervisor incivility and negative organizational gossip on revenge intention.

Design/methodology/approach

Confirmatory factor analysis (CFA) was performed to test the measurement model. Structural equation model was used to test the research hypotheses based on data gathered in Turkey from restaurant employees in Mersin Marina selected by convenience sampling. Data set that consists of 239 questionnaires was subjected to CFA.

Findings

The findings show that negative organizational gossip and supervisor incivility increase to employees’ revenge intentions, and blaming others mediates the impact of supervisor incivility and negative organizational gossip no employees’ revenge intentions. In addition, blaming others mediates the impact of supervisor incivility and negative organizational gossip on employees’ revenge intentions.

Originality/value

Empirical study has not been encountered related to dark behaviors of (especially gossip, incivility, blame and revenge intention) restaurant managers and employees as a holistic model. Therefore, this paper contributes to organizational behavior literature. Moreover, this paper suggests to restaurant managers for supply to organizational peace.

Details

International Journal of Contemporary Hospitality Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 25 March 2022

Shalini Nataraj-Hansen and Kelly Richards

Victims of online fraud face a high level of blame from their families, friends, professionals, the broader community and often from themselves. Victims are commonly perceived as…

Abstract

Purpose

Victims of online fraud face a high level of blame from their families, friends, professionals, the broader community and often from themselves. Victims are commonly perceived as stupid, gullible and undeserving of justice. The reasons for this are under-researched, and there are currently no satisfactory explanations of why victim-blaming occurs so frequently in cases of online fraud. This paper aims to propose a potential theoretical explanation for the high level of blame experienced by online fraud victims.

Design/methodology/approach

Lerner’s Belief in a Just World (BJW) theory is posited as a helpful theoretical explanation for the high level of blame directed towards victims of online fraud.

Findings

This paper argues that Lerner’s BJW theory is a helpful framework for understanding the blame faced by victims of online fraud because it posits that behavioural responsibility (a trait commonly ascribed to online fraud victims) is central to perceived blameworthiness; and that compensation for a crime determines the level of blame directed towards victims. As victims of online fraud are exceptionally unlikely to receive any type of compensation (whether monetary or otherwise), BJW may help explain the blame directed towards victims.

Originality/value

Prior scholarship predominantly understands the blame faced by online fraud victims through the lens of Nils Christie’s (1986) “ideal victim” thesis. This paper presents an advance over this existing understanding by illustrating how BJW provides a more detailed explanation for victim blame in online fraud.

Details

Journal of Financial Crime, vol. 30 no. 3
Type: Research Article
ISSN: 1359-0790

Keywords

Article
Publication date: 5 January 2024

Ahmed Diab

The study examines how calculative practices and accountability appear in a rural community of marginalised people in Egypt who depend on jasmine plantations that contribute to…

Abstract

Purpose

The study examines how calculative practices and accountability appear in a rural community of marginalised people in Egypt who depend on jasmine plantations that contribute to the production of global essences.

Design/methodology/approach

The data were collected from various sources, namely conversations with villagers, documents and relevant videos and news available on social media and the Internet. This study draws on the concepts of social accountability, the politics of blame avoidance and using calculative practices as a language to explain accountability in context.

Findings

The author found a lack of accountability on the part of the government and business owners, with serious implications for the livelihoods of people in a community that has been wholly dependent on jasmine plantations for a century. Power holders have deployed a blame-shifting game to avoid social responsibility. In response, calculative practices rather than advanced accounting tools are used by the poor in the community to induce power holders to be accountable.

Social implications

The findings of this study show that authorities need to take proactive steps to address the disadvantaged position of powerless people in the lower echelons of society, recognising their accountability for those people.

Originality/value

This paper enhances the understanding of the status of calculative practices and accountability in a community of marginalised people who contribute to the production of global commodities. The paper also enhances the understanding of what goes on behind the scenes with popular and prestigious commodities, whose development is initiated in poor countries, with the end product marketed in rich Western countries.

Details

Journal of Accounting in Emerging Economies, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2042-1168

Keywords

Open Access
Article
Publication date: 30 October 2023

Grzegorz Zasuwa

This study aims to outline the role of causal attributions in consumer responses to irresponsible corporate behaviour. Specifically, this paper presents a moderated mediation…

Abstract

Purpose

This study aims to outline the role of causal attributions in consumer responses to irresponsible corporate behaviour. Specifically, this paper presents a moderated mediation model that explains how four types of perceived motives behind an irresponsible action shape corporate blame and word-of-mouth recommendations.

Design/methodology/approach

To test the hypotheses, the study uses data from a large survey assessing consumer reactions to a real case of corporate socially irresponsible behaviour in the banking industry.

Findings

The findings show that market-, unethicality- and rogue employee-driven attributions increase corporate blame and subsequently make people more likely to spread negative comments regarding the culprit. The difficult situation of a bank, as a perceived reason for wrongdoing, does not reduce the blame attributed to the irresponsible organisation.

Originality/value

The literature offers little information on the attributions people make following egregious corporate behaviour; however, such cognitions can play an important role in stakeholders’ reactions to wrongdoing. This study therefore extends the understanding of how irresponsibility attributions affect consumers’ responses to misbehaviour. Given the empirical context, the findings might be particularly important for communication and bank managers.

Details

Social Responsibility Journal, vol. 20 no. 5
Type: Research Article
ISSN: 1747-1117

Keywords

Article
Publication date: 16 February 2023

Nikoletta-Theofania Siamagka

The purpose of this paper is to investigate the impact of two types of narcissism (rivalry and admiration) on consumer–brand forgiveness (CBF) following a brand transgression…

Abstract

Purpose

The purpose of this paper is to investigate the impact of two types of narcissism (rivalry and admiration) on consumer–brand forgiveness (CBF) following a brand transgression. This research also examines how narcissism interacts with transgression type to shape forgiveness intentions.

Design/methodology/approach

Data were collected through an online survey of 634 UK consumers, focussing on two different types of transgressions (public vs private). The formulated hypotheses were tested through moderated mediation analysis.

Findings

The results highlight that only narcissistic rivalry (and not admiration) moderates the relationship between transgression type and blame attributions. Although the type of transgression seems to affect CBF, forgiveness levels do not vary across the two transgression types. Finally, as expected, blame attributions shape forgiveness intentions.

Practical implications

The results of this research highlight that blame attributions are affected by the type of narcissism. Thus, identifying the type of narcissism will allow brands to allocate their resources more effectively in order to design recovery strategies that would promote CBF and restore brand trust.

Originality/value

The paper responds to calls for a better understanding of forgiveness through the use of personality traits and focusses on two dimensions of narcissism. This paper also uses a novel transgression typology, which is objective in nature. The results illustrate that narcissism has a differential role in shaping blame attributions and CBF.

Details

Marketing Intelligence & Planning, vol. 41 no. 3
Type: Research Article
ISSN: 0263-4503

Keywords

Article
Publication date: 31 October 2023

Grzegorz Zasuwa and Grzegorz Wesołowski

This study examines how potentially irresponsible banking operations affect organisational reputation. A moderated mediation model is applied to explain how major aspects of…

Abstract

Purpose

This study examines how potentially irresponsible banking operations affect organisational reputation. A moderated mediation model is applied to explain how major aspects of social irresponsibility affect the relationship between consumer awareness of allegedly irresponsible operations, blame and bank reputation. The empirical context is the Swiss franc mortgage crisis that affected the banking industry in most Central and Eastern European countries.

Design/methodology/approach

The research study uses data collected from a large survey (N = 1,000) conducted among Polish bank consumers, including those with mortgage loans in Swiss francs. To test the proposed model, the authors use Hayes' process macro.

Findings

The findings show that blame fully mediates the effects of corporate social irresponsibility (CSI) awareness on organisational reputation. Three facets of social irresponsibility moderate this relationship. Specifically, the perceived harm and intentionality of corporate culprits cause people to be more likely to blame a bank for the difficulties posed by indebted consumers. At the same time, the perceived complicity of consumers in misselling a mortgage reduces the level of blame and its subsequent adverse effects on bank reputation.

Originality/value

Although a strong reputation is crucial in the financial industry, few studies have attempted to address reputational risk from a consumer perspective. This study helps to understand how potentially irresponsible selling of a financial product can adversely affect a bank's reputation.

Details

International Journal of Bank Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 2 May 2023

Ashleigh Rushton and Jazmin Scarlett

The purpose of this article is to draw attention to how harmful and inaccurate discourses pertaining to disaster responsibility is produced, the negative implications such…

Abstract

Purpose

The purpose of this article is to draw attention to how harmful and inaccurate discourses pertaining to disaster responsibility is produced, the negative implications such narratives pose and the role of the media in the ways in which discourses about queerness and disaster are reported.

Design/methodology/approach

Throughout this paper, the authors detail examples of media reporting on discourses relating to people with diverse sexual orientation, gender identity, gender expression and sex characteristics (SOGIESC) being blamed and held responsible for disasters across the world. The authors examine the value of such reporting as well as describing the harm blame narratives have on queer people and communities.

Findings

There is little value in reporting on accounts of people publicly declaring that people with diverse SOGIESC are to blame for disaster. More sensitivity is needed around publishing on blame discourses pertaining to already marginalised communities.

Originality/value

This article contributes to the developing scholarship on lesbian, gay, bisexual, transgender, queer, intersex, agender, asexual and aromantic individuals, plus other gender identities and sexual orientations (LGBTQIA+/SOGIESC) and disasters by detailing the harm of blame discourses as well as drawing attention to how the media have a role to play in averting from unintentionally providing a platform for hate speech and ultimately enhancing prejudice against people with diverse SOGIESC.

Details

Disaster Prevention and Management: An International Journal, vol. 32 no. 2
Type: Research Article
ISSN: 0965-3562

Keywords

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