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Access-based services (ABS) have been adversely impacted by the COVID-19 pandemic. This study aims to validate customer barriers to ABS focusing on the contamination barrier. As service employees’ presence violates the COVID-19 physical distancing norms and heightens contamination fear, this paper tests its effects on continued use intentions of ABS. This study also empirically examines the role of conspicuous virtue signaling and organizational response.

The study was conducted in the context of scooter sharing and uses a mixed-method to explore the relatively under-researched problem of contamination fear in ABS. Study one uses the survey method and study two uses a 2 × 2 matrix between-subject design.

The results reveal that perceptions of resource sufficiency positively affect continued use intentions of ABS. The presence of a service employee hurts continued use intentions. Further, there are a three-way interaction between ABS type (service employee presence/absence), organizational response (solution-oriented/general information) and resource sufficiency perceptions. Organizational response mitigates the negative effect of service employee presence on the link between resource adequacy perceptions and ABS continued use intentions.

In contrast with prior research, this study shows that contamination fear invokes protection motivation, resulting in better preparedness and continued use intentions of ABS. The predicted difference is primarily between customers who attribute responsibility and ABS type differently (presence/absence of service employee). This study also explores the role of organizational response to COVID-19.

Customers might become concerned about getting contaminated and adapt their behavior accordingly, which is of critical concern for service managers. The purpose of this paper is threefold. First, this paper synthesizes the extant body of research within psychology and marketing into an integrative framework that helps understand the current state of knowledge on contamination. Second, this review summarizes evidence-based managerial recommendations on how to deal with customers' contamination concerns. Third, this paper provides guidance for future research by proposing several ways in which those concerns might influence service management.

This paper conducts an integrative literature review of over 30 years of psychology and marketing research on contamination concerns.

The paper reviews physical and metaphysical contagion models, the situational cues that may activate customers' contamination concerns, the psychological mechanisms that underlie the relationship between contamination and customer outcomes and the individual characteristics that influence customer sensitivity to contamination cues. Moreover, this review identifies actions that service managers can take to prevent customers' contamination concerns. Finally, still much has to be learned about how organizations should deal with fear of contamination by the time a next pandemic breaks out.

This paper develops an integrative framework that serves as a structured knowledge map onto the contamination phenomenon and paves the way for future service research.

Compulsion to buy is an important but neglected aspect of consumer behavior. This research uses cross‐cultural data from the USA and South Korea to study compulsive consumption behavior by focusing on individual factors. Three compulsive consumption behaviors (i.e. compulsive buying, compulsive substance abuse, and compulsive gambling/lottery play) are analyzed via structural equation modeling. The findings reveal that comorbidity (i.e. coexistence of more than two related compulsive consumption behaviors) is found in both countries. With one exception, the predicted personality traits (i.e. obsessive thoughts, risk‐taking tendencies) are significantly related to compulsive consumption behaviors in both countries.

Different age groups display different shopping patterns in terms of how and where consumers buy products. During times of crisis, such behavioural differences become even more striking yet remain under-researched with respect to elderly consumers. This paper investigates the impact of age on retail-related behavioural changes and behavioural stability of elderly shoppers (in comparison to younger consumers) during a crisis.

The authors surveyed 643 Austrian consumers to assess the impact of perceived threat on behavioural change and the moderating effect of age groups. Based on findings from this survey, they subsequently conducted 51 semi-structured interviews to understand the causes of behavioural change and behavioural stability during a crisis.

Elderly shoppers display more stable shopping behaviour during a crisis compared to younger consumers, which is influenced by perceived threat related to the crisis. Such findings indicate that elderly shoppers reinforce their learnt and embedded shopping patterns. The causes of change and stability in behaviour include environmental and inter-personal factors.

Through the lens of social cognitive theory, protection motivation theory and dual process theory, this research contributes to an improved understanding of changes in shopping behaviour of elderly consumers, its antecedents and consequences during a time of crisis. The authors reveal reasons that lead to behavioural stability, hence the absence of change, in terms of shopping during a crisis. They further outline implications for retailers that might wish to better respond to shopping behaviours of the elderly.

The post-Cold War period allowed the U.S. nuclear legacy of ecocide to be declassified and made public. The policy of nuclear secrecy, evident in Russia (see Mironova et al., this volume), was not merely an eastern practice. Western nuclear releases were kept equally under wraps. In England, for example, the Windscale disaster was not fully disclosed until 1987.¹ Likewise, releases from the Hanford Nuclear Reservation, in Washington State, and other U.S. nuclear sites were kept undercover until the same period. The irony was that Americans learned of many of the nuclear skeletons in their closet around the time that Russians learned of theirs (see Mironova et al., this volume). It would appear that glasnost was contagious.

The proper identification of consumers' risk perception, fear and panic behaviour can help managers to limit consumers' irresponsible behaviour, develop safer shopping experiences and attract consumers to physical stores. Indeed, the risk of contagion might result in shopping anxiety and limit consumers' propensity to visit the physical stores. This chapter aims at supporting retailers by providing a deep understanding of how the uncertainty and risk perceptions coming from emergency awareness impacts consumers' behaviour. Attention is solicited towards new retail strategies and practices to mitigate these consequences.

While numerous studies have been carried out in the US to determine the character and scope of the effects of contaminated, threatened or “stigmatized” properties on the terms and availability of debt financing, little appears in the published literature dealing with the attitudes, policies and requirements of equity investors. Hence, the extent of opposition from both institutional lenders and equity investors toward contaminated property is still uncertain. This paper summarises the results of parallel studies undertaken within New Zealand (NZ) and the USA to answer the question of how those who lend on, and invest in, property affected or impacted by contamination perceive the risks associated with this type of investment and evaluate its impacts. Of particular interest are the perceived effects of on‐site contamination on property investment and its financing.

In 1990, testing revealed the existence of benzene in the municipal water supply of a community named Three Lakes, a residential subdivision of Houston, Texas. The water was quickly changed to a clean supply, but residents were not notified that there had been a problem until five months later. This provoked much anger within the community, along with concerns over present and future health problems. A grassroots group formed in response to this problem, but lasted only one year. The failure of this social movement organization left community residents to fend for themselves. In the words of one resident, the community reacted “like someone stepping on an anthill – everyone running in different directions.”

One of the major concerns in the emerging phenomenon of collaborative consumption (CC) is the issue of contamination (i.e. feeling “grossed out” when sharing items with others). Guided by the law of contagion and the consumer contamination effect theory, this research investigated the ways in which companies can manipulate in order to reduce the negative contamination when renting or purchasing used fashion items from others. Specifically, this research examines this issue of contamination through the ownership type of the shared goods (e.g. corporate-ownership or B2C exchange, and consumer-ownership or C2C exchange) and its effect on consumers' CC intentions in two distinct sharing contexts (i.e. rental and secondhand purchase).

A total of 181 American female consumers were assigned to an experimental CC scenario, and their rental/secondhand purchase intentions were compared through ANCOVA analysis.

In both rental and secondhand purchase contexts, consumers displayed greater intentions to shop in B2C setting (i.e. corporate-ownership) with no direct contact with the previous owner, than in C2C setting (i.e. consumer-ownership) with a greater association with the previous owner and the shared items. Such inclination was more prevalent when purchasing a shirt than a handbag, suggesting that consumers feel more grossed out when there is greater physical contact with the shared item.

The findings of the study suggest a possible solution to alleviate the contamination effect, and the discovery of the degree of contact as a moderator provides new insight into contamination research.

The purpose of this paper is to offer an analysis of Mexican self-organized grassroots environmental groups’ activism.

Based on fieldwork in the State of Jalisco (Mexico), where the authors have carried out in-depth interviews with members of four self-organized collectives which are defending their territories, and following the sociological framework on emotions and protest.

The authors will show: how and where activism begins; the role of the emotions in various steps of mobilization (growth and decline) and in the construction of collective identity; as well as the role of emotions in the organizational and strategical choices.

The proposal aims to highlight the organizational forms of activism of self-organized grassroots environmental groups in Mexico through a sociological lens in which the emotional dimension of the protest matters to a great extent.