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Discrimination in the marketplace has recently received increasing attention in marketing discussions, especially related to service encounters. This research explores the effect of receiving lower (vs higher) financial compensation than someone perceived to be from an upper social class (vs lower) on consumer reactions after a service recovery situation.

Two experimental studies with two different populations.

Individuals who receive less compensation than someone from a higher socioeconomic status tend to attribute differential treatment to discrimination. Both individuals who received less and who received higher compensation are willing to engage in negative word of mouth, however, only consumers who were discriminated against want to take revenge on the company.

Previous literature indicates that consumers' reactions after service problems are mediated by justice perceptions. This research offers a new perspective of social comparison in service recovery situations by considering the role of discrimination perceptions.

Purpose – The purpose of this paper is to describe a study, conducted in Thailand, which examined the working class and middle class consumers’ evaluation and purchase intentions of high equity versus low equity Thai fashion labels of sophisticated and standard apparel, outsourced for production to three Asian countries of varying manufacturing competence. Design/methodology/approach – Data from a field survey was analysed through a 2×2×3 factorial design and the influence of a particular factor over the others in specific scenarios was observed. Findings – Consumers from both social classes are inclined to be partial to a specific quality dimension of their national brands made abroad. When considering purchase of reputed brands of standard products, working class consumers are particularly concerned about the item's country‐of‐origin (COO). On the other hand, middle class consumers’ apprehensions of multi‐featured products’ COO run across both high and low equity brands. Research limitations/implications – Common methods bias may have occurred in this study as a result of respondents in the self‐report survey wanting to avoid cognitive dissonance, trying to correlate their responses with their answers to previous questions. Practical implications – Consumers belonging to a particular social segment in the brands’ home country can be encouraged to buy their national brands produced abroad on the promise that these products will deliver their favoured quality features. Originality/value – The research results are presented in the form of a consumer typology based on the dimensions of perceived quality, and explain the effect of the interaction of country's competence, brand equity and product purchase involvement on middle class and working class consumers’ evaluation and purchase intention of brands outsourced for production abroad.

Cyber-attacks on hotel information systems could threaten the privacy of consumers and the integrity of the data they exchange upon connecting their mobile devices to hotel networks. As the perceived cyber-security risk may be reflected heterogeneously within the US consumer population traveling internationally, the purpose of this study is to examine such heterogeneity to uncover classes of US consumers based on their perceptions of risk of using tablets for various tasks when staying in hotels abroad.

Using data collected from 1,016 US consumers who stayed in hotels abroad, this study used latent profile analysis (LPA) to classify the consumers based on their perceptions of risk associated with several tablet use behaviors in hotels.

The analysis uncovered four latent classes and produced a characterization of these classes according to several common behavioral (frequency of travel, the continent of the destination, duration of stay and purpose of travel) and demographic (gender, age, income and education) consumer characteristics.

Being the first study that classifies consumers based on the risk of using tablets in hotels while traveling internationally, this study brings the following contributions: offers a methodology of classifying (segmenting) consumer markets based on their cyber-security risk perceptions, uses LPA, which provides opportunities for an accurate and generalizable characterization of multivariate data that comprehensively illustrate consumer behavior and broadens the perspective offered by the current literature by focusing on consumers who travel from their US residence location to international destinations.

酒店信息系统的网络攻击可能会泄露消费者隐私以及其通过酒店网络连接移动网络而进行的数据交换。由于美国消费者在出国旅游中对于网络安全危险的感知因人而异，因此，本论文旨在研究这种个人差异性，对美国消费者在出国旅游居住酒店中使用平面电脑的危险感知，进行特点分类。

本论文样本为居住在国外酒店的1,016名美国消费者。本论文采用潜在剖面分析（LPA），对其使用酒店平板电脑的危险感知进行分类。

本论文研究结果归纳四种潜在类别，以及根据集中常见行为变量（旅游频率、旅游目的地所在的洲、酒店居住时长、旅游目的地）和统计人口信息（性别、年龄、收入、和教育），进行消费者特点归纳。

本论文是首篇基于消费者出国旅游时使用酒店平板电脑的危险感知而进消费者分类的文章。因此，本论文结果有以下贡献：（1）贡献一种分类研究方法（市场细分），基于网络安全危险感知而划分;（2）使用潜在剖面分析方法，为多变量数据分析消费者行为，产出精确而概括特性的研究，提供机会;（3）对现有文献对国际旅游的美国消费者的研究拓宽了视野。

网络安全危险、平板电脑、潜在剖面分析、酒店、国际旅游

By studying the marketing of advertising space, this paper aims to study how class, gender and region were portrayed in terms of economic considerations in adverts selling advertising space to potential advertisers. The paper studies how readers were discursively transformed into consumers in this material and how different consumer groups were depicted, divided and framed during Sweden’s early consumer culture. By doing so, the paper highlights the tensions between aiming at a mass audience, on the one hand, and striving to reach more and more specific consumer groups on the other hand.

Both qualitative and quantitative analyses are made in order to follow the changes of highlighted consumer groups in the ads. Intersectional analysis is used to see how notions of class and gender intersected during the analysed period.

The sectioning of the press is in the paper stressed as a prerequisite for market segmentation and the economic history of mass media is lifted as essential for understanding it. The gendering and classing of market segments were also based on how common interests were interpreted by political movements and their press forums. For surviving in the long run, however, the paper argues that the political press needed to commercialise their readerships to attract advertisers and survive economically.

The paper concludes that mass marketing and segmentation processes were in many senses parallel in the studied material. Statements of reaching all social classes diminished over time, but notions of the masses were prevalent in both the worker and the women categories. However, how advertisers choose between different media for their advertising campaigns or how they adopted different marketing methods towards different segments are beyond the scope of this paper.

This study aims to examine whether counterfeit luxury buyers’ tendency to impress others overrides their anticipation of embarrassment or whether the anticipation of embarrassment delimits their self-presentational goals.

This paper is based on three studies – a survey and two experiments that test the predictions. This study adopts a mix of moderation and mediation analyses to test the proposed hypotheses.

The findings reveal a greater counterfeit purchase likelihood and embarrassment aversion among publicly (vs privately) self-conscious consumers. Furthermore, a higher (vs a lower) audience class and a conspicuous (vs an inconspicuous) brand lead to lower counterfeit purchase intention, and anticipated embarrassment mediates both these effects. To mitigate the threat of embarrassment, publicly self-conscious consumers are more likely to buy counterfeits among a higher-class audience when the brand is inconspicuous (vs conspicuous). They, however, are indifferent to brand conspicuousness among a lower-class audience.

To deter counterfeit consumption, anti-counterfeiting campaigns must invoke consumers’ tendency to overestimate the degree of public attention. Ad appeals must accentuate the anticipation of embarrassment by enhancing self-consciousness through a higher-class audience involving a conspicuous brand.

This paper makes a novel contribution to counterfeiting literature by demonstrating that counterfeit luxury consumption is driven by countervailing motives of gaining approval and avoiding disapproval. The paper departs from mainstream theorizing by demonstrating that counterfeit luxury buyers engage in a protective self-presentation style by choosing inconspicuous counterfeits.

The research aims to explore the interaction effect of consumer social class and service type on consumers' preference for robot services, as well as the mediating role of risk aversion in this interaction effect.

Experiment 1 is a field experiment with service type being the independent variable. The participants were divided into two groups based on the services they received (diagnostic dental services vs. hotel room services). 93 consumers participated voluntarily in the blind experiment and were asked if they would choose to allow a robot to perform the focal services. Experiment 2 employs a 2 × 2 factorial design: personal fitness trainer services at the gym vs wait staff services in a casual dining restaurant × higher- vs lower-social class, with 196 participants.

Results from the two experiments show that participants in the higher-social classes were more willing than participants in the lower-social classes to choose robot services in credence-based service settings. More significantly, risk aversion mediated the interaction effect of social class and service type on participants' preference for robot services.

Based on the credence-experience typology, this research is the first to discuss the weight of social class in consumer decision-making regarding preference for different types of robot services. Furthermore, by extending risk aversion to the robot services field, the current research sheds new light on this underlying mechanism that can inform future studies.

This study aims to investigate whether the antecedents of co-creation influence braggart word-of-mouth (WoM) in a participative leisure context, theorising the concept of co-created food well-being and highlighting implications for interactive experience co-design.

A sequential mixed-method approach was used to test a theoretical model; 25 in-depth interviews with cooking class participants were conducted, followed by a post-experience survey (n = 575).

Qualitative results suggest braggart WoM is rooted in active consumer participation in co-designing leisure experiences. The structural model confirms that participation in value co-creating activities (i.e. co-design, customer-to-customer (C2C) interaction), alongside perceived support from service providers, increases consumer perceptions of co-creation and stimulates braggart WoM. Degree of co-creation and support from peers mediate some relationships.

Limited by cross-sectional data from one experiential consumption format, the results nevertheless demonstrate the role of active participation in co-design and C2C interactions during value co-creation. This implies that co-created and co-designed leisure experiences can intensify post-consumption behaviours and potentially enhance food well-being.

The results highlight that integrating customer participation into service design, while also developing opportunities for peer support on-site, can stimulate braggart WoM.

Extends burgeoning literature on co-creation and co-design in leisure services. By encouraging active customer participation while providing support and facilitating C2C interactions, service providers can enhance value co-creation, influencing customer experiences and food well-being. Accordingly, the concept of co-created food well-being is introduced.

This paper aims to explore the relationship between consumer demand for enhanced food safety features and regional identification of food amongst consumers across Great Britain and the Republic of Ireland.

The paper uses the choice experiment method to determine preferences for food testing standards, traceability standards, health and welfare standards, region of origin and price.

The results show that substantial differences exist in preferences for the features between consumers in both countries. In addition, while stark differences are apparent between the two countries, in their preferences for food originating from their local region, the results suggest that consumers perceive significant substitutability between the enhanced safety features and the local regional label in both countries.

This paper provides a unique insight into preferences for a wide range of enhanced food safety features amongst consumers in these two countries. This is the first study to undertake a comparison of these countries using the choice experiment method. In addition, the paper provides a thorough overview of how consumers perceive the relationship between enhanced safety features and region of origin of food.

The purpose of this paper is to explore some specific, current social phenomena in China that may influence consumers’ ethical beliefs and practices, focusing on how some top-down, social and political changes could shape consumer behavior that needs to be understood in the Chinese context.

Extensive literature was critically reviewed to explore recent macro-societal reforms in China and their impact on consumers’ (un)ethical practices.

The authors lay out how China, a government-led society, underwent a series of political reforms resulting in demographic shifts that differentiate it from its western, industrialized counterparts. The authors connect these societal changes with Chinese characteristics to consumers’ ethical evaluations, forming a new angle to understand consumer ethics in China. The authors also draw on two empirical examples to illustrate the argument.

While consumer ethics are often explained by either cultural factors or individual variations, the authors discuss how one’s ethical practice is shaped by one’s social position, which is a product of national-level public policy. The discussions have ramifications for the study of consumers’ social class and ethical practices because they take into account the elusive social positions and ambiguous social class consciousness of the Chinese population that have resulted from social mobility. The discussions may give practitioners a better understanding of the ethical rationale behind consumers’ changing lifestyles especially in the Chinese context.

The purpose of this study is to explore the perception of luxury from the perspectives of Chinese upper-class consumers.

Four focus groups, each consisting of six upper-class and experienced luxury consumers, are formed in four cities, Beijing, Shanghai, Guangzhou and Hong Kong, which are among the most affluent, populated and developed in the luxury market.

The findings suggest that Chinese upper-class luxury consumers, indeed, hold different perceptions for luxury in several aspects: price premium is a prestige in contrast to general Chinese consumers’ “value-consciousness”; exclusivity is more valued by the upper-class and experienced consumers; more attention of the upper-class consumers has shifted to individual values from social values; brand value is of high importance; and there exist differences among consumers in different regions.

The study suggests that luxury brands should recognize the differences between the upper-class customers who are still the core consumers for luxury goods and the middle-class customers who are growing rapidly while designing their marketing strategies.

The study focuses, unprecedentedly, on the upper-class and experienced Chinese luxury consumers who represent the most valuable group of customers of the luxury brands in the Chinese market. Given the peculiarity of customer behavior in the luxury market, such focus provides a brand new perspective without the noises from the inclusion of consumers with insufficient purchasing power and ineligible experience in luxury consumption.