%0 Journal Article
%J Marketing Letters
%D 2023
%T Embracing the Spotlight (Effect): How Attention Received Online Influences Consumers’ Offline Spotlight Biases
%A Hall,Matthew
%K Marketing
%X In general, consumers perceive others to pay more attention to them than is actually the case (i.e., the spotlight bias). The present research examines how the magnitude of this bias (i.e., the relative inaccuracy of these attention-related perceptions) can be influenced by the attention consumers receive after sharing content online. Specifically, when consumers receive more (less) attention after sharing content online, they experience increased (decreased) egocentrism. This, in turn, increases (decreases) the inaccuracy of their perceptions regarding the attention others pay to their subsequent offline behavior—i.e., it increases (decreases) the magnitude of their spotlight biases. This effect is moderated by both consumers’ need for attention and their intensity of social media use. Thus, this research highlights how online feedback mechanisms can have a detrimental effect on consumers’ ability to accurately perceive their offline social environments. It also contributes to theory by demonstrating the online-to-offline contagion of egocentrism.
%B Marketing Letters
%8 2023
%G eng
%U https://link.springer.com/article/10.1007/s11002-023-09685-4/
%2 a
%4 207791480832
%$ 207791480832

%0 Journal Article
%J Journal of Service Research
%D 2022
%T Service Provider to the Rescue: How Firm Recovery of Do-It-Yourself Service Failure Turns Consumers from Competitors to Satisfied Customers
%A Hall,Matthew
%A Hyodo,Jamie D
%K Marketing
%X While consumers frequently attempt to resolve their own consumption problems (i.e., do-it-yourself (DIY)), they are often unsuccessful and subsequently turn to a professional. In the present research, we consider DIY failure as a form of service failure (SF) and demonstrate that experiencing DIY service failure (DIY SF) influences consumer evaluations of subsequent firm recovery. This occurs because consumers who experience DIY SF gain greater understanding of the task (i.e., learning) through their failed attempt. This learning promotes increased appreciation of the recovering service provider’s ability, ultimately resulting in greater satisfaction with the recovery offering. We further identify mindset as a moderator of this effect, wherein those with a growth mindset are more likely to learn from failure and appreciate the abilities of the recovering service provider. By highlighting DIY SF as a novel form of SF, we demonstrate the importance of understanding customers’ prior experiences with the focal consumption problem and its solution, and of training front-line employees to better manage these customers. We test our theory across four studies using lab and field data, and close by discussing theoretical and managerial implications.
%B Journal of Service Research
%8 2022
%G eng
%U https://doi.org/10.1177/10946705221111347
%2 a
%4 216646819840
%$ 216646819840

%0 Generic
%D 2019
%T The Risks of Serving Growth-Minded Consumers in an Increasingly DIY Marketplace
%A Hall,Matthew
%A Hyodo,Jamie
%K Marketing
%B CBSig Conference
%C Bern, Switzerland
%8 2019
%G eng
%2 c
%4 207791314944
%$ 207791314944

%0 Generic
%D 2019
%T You Didn’t Take my Advice? Examining Social and Product-Related Outcomes of Rejected Recommendations
%A Hall,Matthew
%A Hyodo,Jamie
%A Kristofferson,Kirk
%K Marketing
%B Society for Consumer Psychology Conference
%C Savannah, Georgia
%8 2019
%G eng
%2 c
%4 207791323136
%$ 207791323136

%0 Generic
%D 2018
%T If No One Saw It on Instagram, Was It Any Good? Examining Received Attention as a Social Benefit of Experiential Consumption
%A Hall,Matthew
%A Hyodo,Jamie
%K Marketing
%B Association for Consumer Research Conference. 46.
%C Dallas, Texas
%8 2018
%G eng
%2 c
%4 207791329280
%$ 207791329280

%0 Generic
%D 2017
%T I Thought People Would Be Stoked on Me’: The Effect of Received Attention on Purchase Satisfaction
%A Hall,Matthew
%A Hyodo,Jamie
%K Marketing
%B Society for Consumer Psychology
%C Dallas, Texas
%8 2017
%G eng
%2 c
%4 207791335424
%$ 207791335424

%0 Generic
%D 2017
%T Is My Failure Your Problem? Examining Carryover Effects of Prior Consumer Failure on Customer Satisfaction
%A Hall,Matthew
%A Hyodo,Jamie
%K Marketing
%B Mittelstaedt Symposium
%8 2017
%G eng
%2 c
%4 207791306752
%$ 207791306752

%0 Generic
%D 2017
%T Is My Failure Your Problem? Examining Carryover Effects of Prior Consumer Failure on Customer Satisfaction
%A Hall,Matthew
%A Hyodo,Jamie
%K Marketing
%B Association for Consumer Research Conference. 45
%C San Diego, California
%8 2017
%G eng
%2 c
%4 207791343616
%$ 207791343616

%0 Journal Article
%J Advances in Consumer Research
%D 2016
%T Perpetual Dispossession: An Exploration of Ownership without Possession
%A Hall,Matthew
%A Zhao,Xin
%K Marketing
%X We examine disruptions in the consumption cycle as possessions are divested of meanings, but never disposed. This perpetual process of dispossession results in legal ownership of objects, without explicit incorporation into the self. Through an ethnographic approach, we examine factors contributing perpetual dispossession and discuss implications for the extended self
%B Advances in Consumer Research
%C Duluth, MN
%V 44
%8 2016
%G eng
%U https://www.acrwebsite.org/volumes/v44/acr_vol44_1021173.pdf
%2 a
%4 214278879232
%$ 214278879232

%0 Generic
%D 2016
%T Perpetual Dispossession: An Exploration of Ownership without Possession
%A Hall,Matthew
%A Zhao,Xin
%K Marketing
%B Advances in Consumer Research, 44
%C Berlin, Germany
%8 2016
%G eng
%2 c
%4 207791353856
%$ 207791353856