Underlying Mechanisms of Brand Feedback's Mixed Effects in E-Commerce: Roles of Perceived Controllability, Stability, and Brand Trust.

The study (N = 879) investigated underlying mechanisms of the effects of brand feedback (a business' written response) to negative electronic word of mouth (eWOM) messages (e.g., online product reviews) using the theoretical framework of the attribution theory. Findings suggest that brand feedback can positively (via an indirect route) as well as negatively (via a direct route) affect prospective consumers' purchase intentions. Brand feedback positively affects purchase intentions in part through a reduction in consumers' perceptions of the brand's volitional control over the problem (controllability) and long-lasting nature (stability) of the cause of the problem described in a negative eWOM. Brand trust also partially mediates these indirect positive effects.

Deceived, Disgusted, and Defensive: Motivated Processing of Anti-Tobacco Advertisements.

A 2 × 2 experiment was conducted, where participants watched anti-tobacco messages that varied in deception (content portraying tobacco companies as dishonest) and disgust (negative graphic images) content. Psychophysiological measures, self-report, and a recognition test were used to test hypotheses generated from the motivated cognition framework. The results of this study indicate that messages containing both deception and disgust push viewers into a cascade of defensive responses reflected by increased self-reported unpleasantness, reduced resources allocated to encoding, worsened recognition memory, and dampened emotional responses compared to messages depicting one attribute or neither. Findings from this study demonstrate the value of applying a motivated cognition theoretical framework in research on responses to emotional content in health messages and support previous research on defensive processing and message design of anti-tobacco messages.