Journal of Marketing Research

Are reviews with photos more helpful? If so, do consumers find reviews more helpful when photos and text convey similar or different information? This article examines the effect of content similarity between photos and text on review helpfulness and its underlying mechanism. Using a data set of 7.4 million reviews associated with 3.5 million photos from Yelp, and applying machine learning algorithms, the authors quantify the similarity of the content between text and photos. They find that, overall, photos increase the helpfulness of a review. More importantly, though, greater similarity between photos and text heightens review helpfulness more. The authors then validate algorithm-based similarity assessments with similarity perceptions of human judges. Using real-world reviews from Yelp and carefully designed stimuli, they replicate the core findings in five laboratory experiments. Further, testing the underlying mechanism, they find that greater similarity facilitates the ease with which consumers can process the review, which, in turn, increases that review's helpfulness to consumers. Finally, they show that factors that impede the ease of processing (e.g., language difficulty or poor image quality) can reduce the effect of similarity on helpfulness. These findings provide novel insights into the value of user-generated content that includes text and photos and its underlying mechanism.

This research integrates marketing literature, design theory, interviews with world-renowned designers, and established scale development procedures to develop a reliable and valid instrument that measures the effectiveness of design communication (i.e., the information about product designs conveyed through the product, packaging, or advertisements) via consumer evaluations. The theoretical underpinnings and face validity engaged in the development of the Design Communication Assessment Scale (DCAS) progresses the field's understanding as to what constitutes the seven evaluative dimensions of design (form, function, solidity, usefulness, style, eco-consciousness, and uniqueness). Practically, DCAS's versatility provides managers with the ability to gauge consumer evaluations of design communications while enabling better communications with designers. In addition, the authors validate a shortened form of the DCAS for resource-constrained firms. Support for DCAS’s generalizability is provided across laboratory and field studies in which ecological validity is established. Together, these studies demonstrate that using DCAS leads to improved performance across a wide array of metrics, including click-through rates, email signups, and retail sales for a diverse set of products.

Analysis of actual transactions in a grocery store shows that households enrolled in the U.S. government's Supplemental Nutritional Assistance Program (SNAP) purchase more unhealthy hedonic food, compared with households that do not receive SNAP benefits. SNAP households purchased more unhealthy hedonic food regardless of whether they used government funds or cash to pay for their purchases. Three follow-up simulated grocery shopping studies were designed to understand the mechanisms underlying this food consumption pattern by SNAP households. SNAP households, compared with households that do not receive SNAP benefits, reported stronger food craving. Stronger food craving was associated with lower unhealthiness perception of hedonic food. Overall, the results suggest that food cravings can reduce perceptions of unhealthiness and thus increase unhealthy food purchases. Interventions that reduce the effect of food cravings on shopping decisions might reduce unhealthy consumption.

The European Union's General Data Protection Regulation (GDPR), with its explicit consent requirement, may restrict the use of personal data and shake the foundations of online advertising. The ad industry has predicted drastic loss of revenue from GDPR compliance and has been seeking alternative ways of targeting. Taking advantage of an event created by an ad publisher's request for explicit consent from users with European Union IP addresses, the authors find that for a publisher that uses a pay-per-click model, has the capacity to leverage both user behavior and web page content information for advertising, and observes high consent rates, GDPR compliance leads to modest negative effects on ad performance, bid prices, and ad revenue. The changes in ad metrics can be explained by temporal variations in consent rates. The impact is most pronounced for travel and financial services advertisers and least pronounced for retail and consumer packaged goods advertisers. The authors further find that web page context can compensate for the loss of access to users’ personal data, as the GDPR's negative impact is less pronounced when ads are posted on web pages presenting relevant content. The results suggest that publishers and advertisers should leverage targeting based on web page content after the GDPR’s rollout.

Although the growing transformation from offline to online shopping urges marketers to understand the impacts of this shift on brand loyalty, conclusions from the existing marketing literature have been inconsistent. Drawing on the distinctions between online and offline shopping, the authors develop a theoretical framework that focuses on uncertainty avoidance (UA) to reconcile the inconsistencies in the literature. Specifically, the authors argue that high-UA (vs. low-UA) individuals are more (vs. less) brand loyal when shopping online than when shopping offline because the product experience is less predictable in the former (vs. latter), a distinction between online and offline shopping that increases (reduces) high-UA (low-UA) individuals’ tendency to stay with the brands. In findings consistent with this logic, the authors uncover that intangible value salience, a theoretically and managerially relevant boundary condition, attenuates the interplay between online (vs. offline) shopping and UA. Across eight studies that consist of secondary data, field studies, and online and laboratory experiments, the authors find converging evidence to support this theoretical stance. This research contributes insights to the loyalty literature and cross-cultural research. The managerial implications are also discussed.

Only a minority of Americans adequately engage in activities experts recommend to curb preventable diseases, such as the consumption of healthful foods and regular physical exercise. This poses a challenge for policy makers and social marketers alike, given the substantial impact descriptive norms have on behaviors in the health domain. The authors propose a new way to address this challenge by identifying what they call the “uptrend effect.” This effect encourages descriptively nonnormative, healthy behaviors through uptrend messaging that makes salient actual increased engagement in those behaviors over time without referencing an objective descriptive norm. Across seven experimental studies, including studies conducted in the field and measuring real behaviors, this research demonstrates that uptrend messaging leads recipients to infer greater descriptive normativity for the target behavior, which subsequently improves engagement. The authors identify theoretically and practically relevant boundary conditions, showing that the uptrend effect is attenuated when the growth in a behavior is driven by a dissimilar group or when the message explicitly states a descriptive norm. They also demonstrate that uptrend messaging outperforms other norm-based approaches. The theory and findings of this research inform scholars, policy makers, and marketers by providing actionable and easy-to-implement techniques to encourage behaviors that improve consumer quality of life.

Dockless shared micromobility services have grown substantially in recent years, but their impact on consumer demand has remained largely unstudied. The authors estimate how the largest and fastest-growing segment of this market—the dockless electric scooter (“e-scooter”) sharing industry—impacts spending in one of the largest segments of the local economy, the restaurant industry. Using data covering 391 companies in 98 U.S. cities, the authors find that the introduction of e-scooters in a city significantly impacts restaurant spending, increasing spending by approximately 5.2% for e-scooter users, driving incremental spending of at least $11.3 million annually across all cities that first allowed e-scooters to operate over summer 2018. Impact varies by restaurant subcategory, with a stronger positive effect on fast-food restaurant spending, and a weaker effect on sit-down restaurant spending. E-scooter entry has a larger impact on companies with higher historical revenues selling at lower prices. It facilitates discovery of new restaurants from prospective customers and repeat business from already-acquired customers.

Horizontal referrals—when suppliers recommend other suppliers—are a common phenomenon in complex B2B markets. For the referring supplier, giving the best possible horizontal referral may strengthen the relationship with its customer, yet it may also threaten the referring supplier's future revenues and cross-selling opportunities. Instead, the supplier could make an obligatory referral, one that fulfills the obligations of recommending another supplier while keeping the referring supplier's own interests paramount. The authors rely on role theory and its antecedents (mutual trust and referring supplier's dependence) to determine when a referring supplier adopts the role of a friend (vs. a businessperson) and gives the best possible referral (vs. an obligatory referral). Study 1, an experiment, supports the theoretical model. Study 2, a conjoint study, links the observable antecedents of the referring supplier–customer relationship to the choice of horizontal referrals. Study 3, another experiment, looks at the consequences of the horizontal referral on the referring supplier–customer relationship and shows that providing an obligatory referral can hurt the customer's intent to continue the relationship with the supplier. This effect is mediated by the customer's perceived alignment of interest with the supplier. For B2B marketing research and practice, the authors report that the supplier's dependence is critical in predicting the quality of horizontal referrals, even though an exploratory survey showed that customers overlook that dimension and focus on mutual trust when seeking referrals.

Consumers differ in the extent to which brands drive their choices. The current research investigates the psychology underlying such decisions by using a cursor-tracking paradigm that captures consumers’ decision-making processes in real time. Results indicate that while consumers typically process brand attributes relatively later than product attributes, the timing of this processing varies across individuals and affects choice. Specifically, when consumers trade off brand and product desirability (i.e., when deciding between a more [less] preferred product from a less [more] preferred brand), the earlier that brand attributes are considered, the more likely consumers are to choose the option from the preferred brand. Increasing the prominence of brand (vs. product) attributes leads to earlier brand attribute processing and a higher likelihood of choosing the preferred brand. These findings hold across a limited number of choice trials and for decisions involving three attributes (brand, product, and price). This research highlights the applicability of cursor tracking in revealing the psychological drivers of consumer choices in real time.