Social exclusion and consumer switching behavior: A control restoration mechanism

Lei Su; Yuwei Jiang; Zhansheng Chen; C. Nathan Dewall

doi:10.1093/jcr/ucw075

Social exclusion and consumer switching behavior: A control restoration mechanism

Lei Su^*, Yuwei Jiang, Zhansheng Chen, C. Nathan Dewall

^*Corresponding author for this work

Research output: Contribution to journal › Journal article › peer-review

89 Citations (Scopus)

Abstract

This study examines the effects of social exclusion on consumers' brand and product switching behavior. Five studies were conducted, which revealed that consumers who perceive themselves as being chronically or temporarily excluded exhibit more switching behavior than their peers who do not feel socially excluded. This effect is mediated by a decreased sense of control after social exclusion. The effect disappears when the incumbent option possesses the function of maintaining social belongingness (e.g., when the incumbent option is socially conformed or symbolizes social connection).

Original language	English
Pages (from-to)	99-117
Number of pages	19
Journal	Journal of Consumer Research
Volume	44
Issue number	1
Early online date	27 Dec 2016
DOIs	https://doi.org/10.1093/jcr/ucw075
Publication status	Published - Jun 2017

Scopus Subject Areas

Business and International Management
Anthropology
Arts and Humanities (miscellaneous)
Economics and Econometrics
Marketing

User-Defined Keywords

Belongingness
Control restoration
Social exclusion
Switching behavior

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

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10.1093/jcr/ucw075

Cite this

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abstract = "This study examines the effects of social exclusion on consumers' brand and product switching behavior. Five studies were conducted, which revealed that consumers who perceive themselves as being chronically or temporarily excluded exhibit more switching behavior than their peers who do not feel socially excluded. This effect is mediated by a decreased sense of control after social exclusion. The effect disappears when the incumbent option possesses the function of maintaining social belongingness (e.g., when the incumbent option is socially conformed or symbolizes social connection).",

keywords = "Belongingness, Control restoration, Social exclusion, Switching behavior",

author = "Lei Su and Yuwei Jiang and Zhansheng Chen and {Nathan Dewall}, C.",

note = "The data collection assistance from Chu On Julian Chung and Jiexian (Chloe) Huang and the financial support from the Hong Kong Research Grants Council (HKBU 292113, HKBU 12522916, HKBU 22503015, PolyU 155266/16B, HKU 17400614) are gratefully acknowledged.",

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AU - Jiang, Yuwei

AU - Chen, Zhansheng

AU - Nathan Dewall, C.

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PY - 2017/6

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N2 - This study examines the effects of social exclusion on consumers' brand and product switching behavior. Five studies were conducted, which revealed that consumers who perceive themselves as being chronically or temporarily excluded exhibit more switching behavior than their peers who do not feel socially excluded. This effect is mediated by a decreased sense of control after social exclusion. The effect disappears when the incumbent option possesses the function of maintaining social belongingness (e.g., when the incumbent option is socially conformed or symbolizes social connection).

AB - This study examines the effects of social exclusion on consumers' brand and product switching behavior. Five studies were conducted, which revealed that consumers who perceive themselves as being chronically or temporarily excluded exhibit more switching behavior than their peers who do not feel socially excluded. This effect is mediated by a decreased sense of control after social exclusion. The effect disappears when the incumbent option possesses the function of maintaining social belongingness (e.g., when the incumbent option is socially conformed or symbolizes social connection).

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KW - Control restoration

KW - Social exclusion

KW - Switching behavior

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M3 - Journal article

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VL - 44

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JO - Journal of Consumer Research

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Social exclusion and consumer switching behavior: A control restoration mechanism

Abstract

Scopus Subject Areas

User-Defined Keywords

UN SDGs

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