Feedback information and consumer motivation : the moderation role of positive and negative reference values in self-regulation

Sobh, Rana & Martin, Brett (2011) Feedback information and consumer motivation : the moderation role of positive and negative reference values in self-regulation. European Journal of Marketing, 45(6), pp. 963-986.

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Marketers spend considerable resources to motivate people to consume their products and services as a means of goal attainment (Bagozzi and Dholakia, 1999). Why people increase, decrease, or stop consuming some products is based largely on how well they perceive they are doing in pursuit of their goals (Carver and Scheier, 1992). Yet despite the importance for marketers in understanding how current performance influences a consumer’s future efforts, this topic has received little attention in marketing research.

Goal researchers generally agree that feedback about how well or how poorly people are doing in achieving their goals affects their motivation (Bandura and Cervone, 1986; Locke and Latham, 1990). Yet there is less agreement about whether positive and negative performance feedback increases or decreases future effort (Locke and Latham, 1990). For instance, while a customer of a gym might cancel his membership after receiving negative feedback about his fitness, the same negative feedback might cause another customer to visit the gym more often to achieve better results. A similar logic can apply to many products and services from the use of cosmetics to investing in mutual funds. The present research offers managers key insights into how to engage customers and keep them motivated. Given that connecting customers with the company is a top research priority for managers (Marketing Science Institute, 2006), this article provides suggestions for performance metrics including four questions that managers can use to apply the findings.

Impact and interest:

4 citations in Scopus
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3 citations in Web of Science®

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ID Code: 47228
Item Type: Journal Article
Refereed: Yes
Keywords: Consumer marketing, Feedback, Motivation (psychology), Affirmative action
DOI: 10.1108/03090561111119976
ISSN: 0309-0566
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing Theory (150506)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2011 Emerald Group Publishing Ltd
Deposited On: 22 Dec 2011 22:01
Last Modified: 23 Dec 2011 12:18

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