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Santini, F. D. O., Lim, W. M., Ladeira, W. J., Pinto, D. C., Herter, M. M., & Rasul, T. (2023). A meta‐analysis on the psychological and behavioral consequences of nostalgia: The moderating roles of nostalgia activators, culture, and individual characteristics. Psychology and Marketing. https://doi.org/10.1002/mar.21872 While previous research suggests that nostalgia can stimulate future-oriented motivation and goal pursuit, the presence of conflicting findings complicate our understanding of the psychological and behavioral consequences of nostalgia. This study introduces and empirically validates a theoretical framework for nostalgia through a meta-analysis of 90 effect sizes and 9757 aggregate samples from 22 experimental studies. Our findings enrich understanding of the effects of nostalgia, showing that compared to a control, nostalgia enhances consumers' sense of pleasantness, self-continuity, attitudes, and behavioral intentions. We also identify several moderators that shape the effects of nostalgia, namely nostalgia activators, culture, and individual characteristics. Intriguingly, stronger behavioral intentions manifest in response to nostalgic events (rather than objects), realistic (over nonrealistic) scenarios, visual (as opposed to textual) priming, and female-majority (vs. male-majority) samples. However, we observe that long-term (vs. short-term) oriented cultures exhibit diminished nostalgia effects. Furthermore, we find no significant variations in responses based on age (older vs. younger), type of nostalgic experience (personal vs. collective), and sample type (students vs. nonstudents). Collectively, our meta-analysis reveals the intricate dynamics of nostalgia, emphasizing its profound impact on consumer behavior as shaped by moderators such as nostalgia activators, culture, and individual characteristics, thereby providing a multifaceted and nuanced understanding of nostalgia. publishersversion epub_ahead_of_print

Herter, M. M., Shuqair, S., Pinto, D. C., Mattila, A. S., & Zandonai pontin, P. (2023). Does crowdsourcing necessarily lead to brand engagement? The role of crowdsourcing cues and relationship norms on customer-brand relationships. Journal of Product and Brand Management. https://doi.org/10.1108/JPBM-06-2022-4020 --- Funding: This paper received support from the Management of Information Research Center (MagIC), project UIDB/04152/2020, and from the Foundation for Science and Technology (FCT Portugal), project DSAIPA/DS/0113/2019 Abstract Purpose This paper aims to examine how the relationship norms established between customers and brands influence customer perceptions of crowdsourcing (vs firm-generated) cues. Design/methodology/approach Four studies (N = 851) examine the moderating role of relationship norms on product labeling cues (crowdsourcing vs firm-generated) effects on brand engagement, and the underlying mechanism of self-brand connection. Findings The findings suggest that crowdsourcing (vs firm-generated) cues lead to higher brand engagement (Studies 1A–1B), mediated by self-brand connection (Studies 2–3). In addition, relationship norms moderate the effects (Study 3), such that under exchange brand relationships crowdsourcing (vs firm-generated) cues yield higher brand engagement, whereas communal brand relationships reverse such effects. Practical implications The findings provide valuable managerial implications by highlighting the importance of using relationship norms as diagnostic cues to successfully implement crowdsourcing initiatives. Originality/value This research adds to the customer-brand relationship literature by revealing an accessibility-diagnosticity perspective of consumers’ reactions to crowdsourcing (vs firm-generated) cues. authorsversion epub_ahead_of_print

Herter, M. M., Borges, A., Pinto, D. C., Ferreira, M. B., & Mattila, A. S. (2022). Using Mindsets to Boost Health: How Construal Level and Goal Pursuit Shape Health Message Effectiveness on Cessation Behaviors. European Journal Of Marketing, 56(12), 3197-3226. https://doi.org/10.1108/EJM-04-2020-0290. Funding: This paper received partial support from the Management of Information Research Center (MagIC), project UIDB/04152/2020. ABSTRACT Purpose: The current research examines how construal level shapes the effectiveness of rational (vs. emotional) messages for inducing cessation behaviors. Concrete mindsets foster self-improvement goals, while abstract mindsets boost self-relevance goals. Design/methodology/approach: In four studies, this research examines the moderating role of construal level on health messages and the underlying mechanism of goal pursuit. Findings: Results demonstrate that concrete (vs. abstract) mindsets increase consumers’ intent to engage in cessation behaviors when exposed to rational (vs. emotional) messages. Consistent with our theorizing, we found that self-improvement goals underlie the effects for concrete mindsets, while self-relevance goals mediate the effects for abstract mindsets. Research limitations/implications: The reported effects are limited to health messages focusing on cessation behaviors. Practical implications: This research can help public policymakers to design more effective health messages to foster specific cessation behaviors – quitting smoking and reducing drinking – focusing on concrete (vs. abstract) mindsets and rational (vs. emotional) messages. Originality/value: Our investigation highlights construal level as an important moderator for message appeals (rational vs. emotional) on cessation behaviors, along with the underlying mechanism of goal pursuit, thus contributing to health marketing literature. authorsversion published

Ferreira, M. et al. (2022). Fighting Over-Indebtedness: An Artificial Intelligence Approach: An Abstract. In: Pantoja, F., Wu, S. (eds) From Micro to Macro: Dealing with Uncertainties in the Global Marketplace. AMSAC 2020. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-030-89883-0_158 This research focuses attention on over-indebtedness (i.e., recurrent incapability to repaying credits) and its risk factors, among Portuguese households in the context of the recent European sovereign debt crisis. Different theoretical accounts of consumers decision behavior and risk of becoming over-indebted vary (among other aspects) on the emphasis they put on situational (socio-economic) versus individual (psychological) factors (Angel et al. 2009; Berthoud and Kempson 1992; Kamleitner and Kirchler 2007; van Staveren 2002). Although several of the identified factors have been shown to be associated with over-indebtedness, actual cases of over-indebted households are likely to be multifactorial. Remarkably, how these different risk factors combine in producing concrete situations of over-indebtedness is a highly important issue to avoid poverty that has received less research attention. This paper examines how artificial intelligence may contribute to better understanding and overcome over-indebtedness in contexts of severe economic austerity. We analyze a field database of over-indebted households with a high risk of poverty. Artificial intelligence algorithms are used to identify distinguishable over-indebtedness clusters and to predict over-indebtedness risk factors within each cluster. First, unsupervised machine learning generated three over-indebtedness clusters of families affected by abrupt economic crisis. Second, supervised machine learning with exhaustive grid search hyperparameters suggest algorithms that best predict families’ over-indebtedness risk factors. These findings extend previous research by proposing a multifaced and yet organized bottom-up approach to over-indebtedness and poverty risk. authorsversion published

Herter, M. M., Pinto, D. C., Pontin, P., & Nique, W. (2022). The Crowdsourcing Effect: How Crowdsourcing Shapes Customer Engagement: An Abstract. In F. Pantoja, & S. Wu (Eds.), From Micro to Macro: Dealing with Uncertainties in the Global Marketplace: Proceedings of the Academy of Marketing Science (pp. 577-578). (Developments in Marketing Science: Proceedings of the Academy of Marketing Science). Springer Nature. https://doi.org/10.1007/978-3-030-89883-0_157 Consumers collaboration in companies’ daily innovations has become a new path for business. Crowdsourcing refers to the phenomenon of company’s outsourcing tasks using collective intelligence (Howe 2006). Crowdsourcing initiatives are usually efficient because the resulting ideas meet consumers expectations (Fuchs et al. 2013). However, Thompson and Malaviya (2013) suggest that consumers demonstrate two opposing responses to crowdsourcing: skepticism about the competence and identification with the creator. Yet, whether and how crowdsourcing can provide value for consumers and favor customer engagement remains unclear. To fill this research gap, this study aims to investigate the influence of crowdsourcing on customer engagement and purchase intentions. In four experimental studies, we propose and test that purchase intentions and customer engagement depend on crowdsourcing initiatives. Study 1 show that the crowdsourcing presence (vs. absence) increase consumers purchase intentions. Study 2 examines the mediating role of customer engagement in the relationship between crowdsourcing and purchase intentions. Customer engagement is the perceived personal relevance or importance of the company for the engaged consumer (Greenwald and Leavitt 1984; Mittal 1995). Goh et al. (2017) suggest that crowdsourcing foster engagement and participation. Study 2 results show customer engagement mediation effect that is significantly higher for crowdsourcing (vs. absence). That because crowdsourcing provides significant inclusive and sharing values to consumers, building a sense of customer engagement, which in turn will increase purchase intentions. Study 3 and 4 further refines our theory by examining the moderating role of community belonging to the relationship between crowdsourcing and purchase intentions. Community belonging reflects the essential facets of company-consumer social sharing value (Simon and Tossan 2018). These authors state that community belonging represents the social gratifications derived from company-consumer virtually mediated interactions, which are likely to motivate the development of company relationships and, therefore, trigger an active engagement of consumers in virtual company communities. In the context of crowdsourcing, consumers can easily interact not only with their company but also with the company's other customers, thus extending their opportunities to acquire relational knowledge about the company. Study 3 and 4 results suggest that crowdsourcing can be less influential for companies with high (vs. low) community belonging. Crowdsourcing emerges as a profitable format of product innovation. Companies are increasingly using crowdsourcing to achieve promising ideas for new products, which are commercialized later as consumer-designed products. Our results attest crowdsourcing initiatives as capable of positively affect consumers’ customer engagement, which has positive downstream effects on purchase intentions (Nishikawa et al. 2017; Schreier et al. 2012, 2016). In addition, we reveal the moderating role of community belonging on the crowdsourcing effects (Brodie et al. 2013; Schau et al. 2009; Schembri and Latimer 2016; Zaglia 2013). authorsversion published

Nardi, V., Ladeira, W., Pinto, D. C., & Herter, M. M. (2022). Made by Mistake? The Co-creation Paradox: An Abstract. In F. Pantoja, & S. Wu (Eds.), From Micro to Macro: Dealing with Uncertainties in the Global Marketplace: Proceedings of the Academy of Marketing Science (pp. 575-576). (Developments in Marketing Science: Proceedings of the Academy of Marketing Science). (AMSAC 2020 - 2020 Academy of Marketing Science (AMS) Virtual Annual Conference). Springer Nature. https://doi.org/10.1007/978-3-030-89883-0_156 Visual attention is a key variable when consumers choose a product (in the store or online) and might be able to demonstrate consumers’ engagement in the buying process using eye-tracking. It is possible that the negative effects of co-creation may derive from a common factor: consumers—after exposed to co-creation activities—may reduce their engagement to the outcomes of the process (i.e., new co-created product) that can be measured by the visual attention. In four experimental studies using eye-tracking and online panels, we investigate the effects of co-creation on visual attention and buying intentions. Study 1 explores the effects of co-creation (vs. control) on consumers’ visual attention and on buying intentions revealing that while consumers have higher buying intentions towards co-created products, it leads to reduced visual attention. We call this effect the co-creation paradox. Study 2 explores the moderating role of construal level on the co-creation effects. In particular, it establishes that visual attention depends not only on co-creation but also on consumers’ salient construal level showing that concrete (vs. abstract) construal can mitigate the negative effects on visual attention. That is because people in abstract (vs. concrete) construal form representations of an object that retain only central aspects, omitting specific and detailed information (Liberman and Trope 1998), reducing consumers’ visual attention. Study 3 suggests the moderating role of deindividuation on the cocreation-visual attention relationship. Deindividuation theory proposes that people act as if they immersed in the group, reducing self-perception and adhering to the community (Postmes and Spears 1998). Specifically, Study 3 findings reveal that low deindividuation states increase the personal responsibility of co-creators and mitigate the negative on visual attention. Study 4 evaluate the interaction effects of deindividuation and construal level on the cocreation-buying intentions relationship. Study 4 shed light on the negative aspect of concrete (vs. abstract) construal, revealing the “neutralization” of co-creation positive effects on buying intentions. At the same time, Study 4 reinforces the positive effects of deindividuation in this context. authorsversion published

Supplementary Material for Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence by Darina Vorobeva, Yasmina El Fassi, Diego Costa Pinto, Diego Hildebrand, Márcia M. Herter, and Anna S. Mattila in Journal of Service Research

Ferreira, M. B., de Almeida, F., Soro, J. C., Herter, M. M., Pinto, D. C., & Silva, C. S. (2021). On the Relation Between Over-Indebtedness and Well-Being: An Analysis of the Mechanisms Influencing Health, Sleep, Life Satisfaction, and Emotional Well-Being. Frontiers in Psychology, 12, 1-14. [591875]. https://doi.org/10.3389/fpsyg.2021.591875 This paper aims to explore the association between over-indebtedness and two facets of well-being – life satisfaction and emotional well-being. Although prior research has associated over-indebtedness with lower life satisfaction, this study contributes to the extant literature by revealing its effects on emotional well-being, which is a crucial component of well-being that has received less attention. Besides subjective well-being (SWB), reported health, and sleep quality were also assessed. The findings suggest that over-indebted (compared to non-over-indebted) consumers have lower life satisfaction and emotional well-being, as well as poorer (reported) health and sleep quality. Furthermore, over-indebtedness impacts life satisfaction and emotional well-being through different mechanisms. Consumers decreased perceived control accounts for the impact of over-indebtedness on both facets of well-being (as well as on reported health and sleep). Financial well-being (a specific component of life satisfaction), partly mediates the impact of indebtedness status on overall life satisfaction. The current study contributes to research focusing on the relationship between indebtedness, well-being, health, and sleep quality, and provides relevant theoretical and practical implications. publishersversion published

Santini, F. D. O., Ladeira, W. J., Pinto, D. C., Herter, M. M., Sampaio, C. H., & Babin, B. J. (2020). Customer engagement in social media: a framework and meta-analysis. Journal Of The Academy Of Marketing Science. [Advanced online publication on 27 May 2020]. Doi: https://doi.org/10.1007/s11747-020-00731-5 This research examines customer engagement in social media (CESM) using a meta-analytic model of 814 effect sizes across 97 studies involving 161,059 respondents. Findings reveal that customer engagement is driven by satisfaction, positive emotions, and trust, but not by commitment. Satisfaction is a stronger predictor of customer engagement in high (vs. low) convenience, B2B (vs. B2C), and Twitter (vs. Facebook and Blogs). Twitter appears twice as likely as other social media platforms to improve customer engagement via satisfaction and positive emotions. Customer engagement is also found to have substantial value for companies, directly impacting firm performance, behavioral intention, and word-of-mouth. Moreover, hedonic consumption yields nearly three times stronger customer engagement to firm performance effects vis-à-vis utilitarian consumption. However, contrary to conventional managerial wisdom, word-of-mouth does not improve firm performance nor does it mediate customer engagement effects on firm performance. Contributions to customer engagement theory, including an embellishment of the customer engagement mechanics definition, and practical implications for managers are discussed. authorsversion published

Herter, M., Pinto, D. C., Soares, R., Abreu, C., & Leal, M. D. C. (2020). Are Influencers’ Causes Authentic? How Influencer-Cause Fit Shapes Followers’ Attitudes- Abstract. In Proceedings of the Regional European Marketing Academy Conference, 11th (pp. 1-2). European Marketing Academy (EMAC). http://proceedings.emac-online.org/pdfs/R2020-84332.pdf Although influencer marketing has grown significantly in recent years for products and brands, little is known about how the association between influencers and social causes would work. The present study aims to understand how the association of influencers with social causes (influencer-cause fit) shapes followers’ attitudes and perceived authenticity. An experimental study with social media consumers shows the importance of authentic social content shared by the influencers, and the association to consistent social causes to improve followers’ attitudes. The findings present important theoretical and practical implications for influencer marketing and social causes. publishersversion published

Huseynov, K., Costa Pinto, D., Maurer Herter, M., & Rita, P. (2020). Rethinking Emotions and Destination Experience: An Extended Model of Goal-Directed Behavior. Journal of Hospitality and Tourism Research, 44(7), 1153-1177. https://doi.org/10.1177/1096348020936334 This research aims to extend the model of goal-directed behavior, by deepening its emotional path and including new variables to predict tourist behavioral intention: hedonism, destination experience, and tourism innovativeness. Based on a final sample of 457 European tourist nationals, the findings showed the significant influence of hedonism and tourism innovativeness on tourist desire. In addition, findings uncover the mediating role of hedonism on the emotional path. The findings also extend previous research by revealing that not all destination experience dimensions (sensory, affective, behavioral, and intellectual) equally influence tourist behavioral intention. Indeed, only sensory and intellectual destination experience dimensions were found to affect behavioral intention. The findings have important implications for tourism managers crafting destination experiences and contribute to tourism research by presenting a more comprehensive framework of goal-directed behavior applied to tourism. authorsversion published

Dalmoro, M., Pinto, D. C., Herter, M. M., & Nique, W. (2020). Traditionscapes in emerging markets: How local tradition appropriation fosters cultural identity. International Journal of Emerging Markets, 15(6), 1105-1126. https://doi.org/10.1108/IJOEM-04-2019-0270 Purpose: This research aims to develop and test the traditionscapes framework in which consumers appropriate local traditions as a resource to foster cultural identity in emerging markets. Design/methodology/approach: A multi-level research approach with qualitative (n = 38) and quantitative data (n = 600) was employed in the context of gaucho traditions in the southern part of Brazil (Rio Grande do Sul state). Findings: The findings indicate that traditionscapes operate in a fluid process that engenders local culture attachment into tradition value through the consumer identification process. Traditionscapes build a sense of local cultural attachment that functions as a source of social, cultural, and local identification. Findings also support our three-stage traditionscapes framework, emphasizing the identification process that depends on consumers' global culture resistance. Originality/value: This research provides a novel viewpoint to the well-established relationship between tradition and globalization in consumption studies. We contribute to this debate by shifting the discussion to the fluid process of traditionscapes in which tradition value is engendered through consumer appropriation and identification with local traditions, even in a globalized context. Although recent research suggests that global culture can disrupt local traditions, traditionscapes operate as an extended perspective that coexists with other global cultural flows. authorsversion published

Costa Pinto, D., Borges, A., Maurer Herter, M., & Boto Ferreira, M. (2020). Reducing Ingroup Bias in Ethical Consumption: The Role of Construal Levels and Social Goodwill. Business Ethics Quarterly, 30(1), 31-63. https://doi.org/10.1017/beq.2019.25 Business ethics research has long been interested in understanding the conditions under which ethical consumption is consistent versus context-dependent. Extant research suggests that many consumers fail to make consistent ethical consumption decisions and tend to engage in ethical decisions associated with ingroup (vs. outgroup) identity cues. To fill this gap, four experiments examine how construal levels moderate the influence of ingroup versus outgroup identity cues in ethical consumption. The studies support the contention that when consumers use concrete construal to process information, they will focus on ingroup cues and make ethical consumption decisions that are aligned with ingroup biases. However, when consumers use abstract construal, they will act more consistently with their inner goals rather than focusing on ingroup and outgroup cues. Social goodwill, which indicates desires to give back to society, is identified as mediating the effects. The findings have important implications for ethical consumption and social influence literature. authorsversion published

Pinto, D. C., Borges, A., & Herter, M. M. (2019). Fostering Ethical Consumption: How Construal Level Minimizes Ingroup Bias in Ethical Decisions - Abstract. In Proceedings of the European Marketing Academy, 48th (pp. 1-2). European Marketing Academy (EMAC). http://proceedings.emac-online.org/pdfs/A2019-4490.pdf Extant research suggests that consumers usually prefer to engage in ethical decisions from an ingroup member than from an outgroup (i.e., ingroup bias). In five studies (one field observation and four experiments), this research extends previous findings by revealing that construal level moderates the influence of identity cues (ingroup vs. outgroup) on ethical consumption. Our conceptualization argues that ingroup cues lead to more ethical consumption than outgroup cues (ingroup bias) only when people process information in concrete construal. However, when people process information in abstract construal, ingroup and outgroup cues will lead to the same level of ethical consumption (no ingroup bias). The paper also reveals that social goodwill (i.e., the importance of giving back to society) mediates these effects. The findings have important implications for the literature on ethical consumption and social influence. publishersversion published

Pinto, D. C., Maurer Herter, M., Rossi, P., Meucci Nique, W., & Borges, A. (2019). Recycling cooperation and buying status: Effects of pure and competitive altruism on sustainable behaviors. European Journal Of Marketing, 53(5), 944-971. https://doi.org/10.1108/EJM-09-2017-0557 Purpose: This study aims to reconcile previous research that has provided mixed results regarding motivation for sustainable behaviors: pure altruism (cooperation) or competitive altruism (status). Drawing on evolutionary altruism and identity-based motivation, the authors propose that a match between pure (competitive) altruism and individualistic (collectivistic) identity goals enhance consumers’ motivations to engage in recycling (green buying). Design/methodology/approach: Three experimental studies show how pure and competitive altruism are associated with specific sustainable consumption (Study 1) and how altruism types should be matched with identity goals to motivate sustainable consumption (Studies 2 and 3). Findings: Study 1 shows that pure altruism is associated with recycling but not with green buying. Studies 2 and 3 show that pure (competitive) altruism and individualistic (collectivistic) goals lead to higher recycling (green buying) intentions. Research limitations/implications: The present research extends previous findings by showing that pure and competitive are indeed associated with specific sustainable behaviors. The authors suggest that the interaction between motives and identity goals can lead to a greater impact on recycling and green buying intentions. Practical implications: Public policymakers and companies will benefit by better understanding how specific combinations of altruism types and identity goals can foster recycling or green buying intentions. Originality/value: This research is the first to show how matches between pure and competitive altruism types and individualistic and collectivistic identity goals affect consumers’ motivations to engage in recycling and green buying. authorsversion published

Pinto, D. C., Herter, M. M., Nicolao, L., & Terres, M. (2019). The Benefits of Unrelated Brand Corporate Social Responsibility: An Abstract. In P. Rossi, & N. Krey (Eds.), Finding New Ways to Engage and Satisfy Global Customers: Proceedings of the 2018 Academy of Marketing Science (AMS) World Marketing Congress (WMC) (pp. 367-368). (Finding New Ways to Engage and Satisfy Global Customers). Springer. https://doi.org/10.1007/978-3-030-02568-7_97 Corporate social responsibility (CSR) has been a growing strategic trend among companies, in the hopes to improve their brand outcomes and performance. However, despite the growing investment in such strategies, relatively little is known about how consumers respond to corporate social responsibility activities. Recently consumers started questioning whether socially responsible actions are authentic—i.e., companies are legitimately concerned with the causes they advocate—and whether these same actions are in the core of what companies provide to the market. We are especially interested in the effect that corporate social responsibility actions exercise over brand symbolism (i.e., a brand’s potential to serve as a resource for identity construction by providing self-referential cues representing values, roles, and relationships), which, in turn, is related to a consumer’s emotional attachment to a brand. Not all CSR actions positively affect consumer behavior and brand performance. For instance, past research shows that CSR activities can have a negative or a positive impact on perceived performance, depending on company motivation. We unfold and expand on this last finding to show that CSR actions that are unrelated (vs. related) to a company’s core competence (e.g., helping the local community) increase perceived brand symbolism, which will, ultimately, influence behavioral intentions. This research analyzes how unrelated corporate social responsibility (CSR) actions influence brand symbolism. This research contributes to previous studies showing that CSR actions unrelated to the company’s core business (i.e., with a community focus) have a greater appeal than actions with a focus on company’s core competences (i.e., focus on the consumer). Results from four studies show that CSR actions unrelated to the company’s core business, counterintuitively, increase brand symbolism, which, in turn, influences consumers’ behavioral intentions. We propose that unrelated CSR actions can positively influence consumer perception of brand social responsibility and increase brand symbolism, generating positive behavioral outcomes. The findings have important implications for brands that wish to invest in corporate responsibility. authorsversion published

Castagna, A. C., Pinto, D. C., & Herter, M. M. (2019). Responsible Consumption during Crisis: Consumer Impulsiveness and Purchase Behavior in Emerging Markets: An Abstract. In P. Rossi, & N. Krey (Eds.), Finding New Ways to Engage and Satisfy Global Customers: Proceedings of the 2018 Academy of Marketing Science (AMS) World Marketing Congress (WMC) (pp. 571-572). (Finding New Ways to Engage and Satisfy Global Customers). Springer. https://doi.org/10.1007/978-3-030-02568-7_154 The effects of economic crisis on consumer behavior affect from unplanned to planned purchases (Quelch and Jocz, 2009). Previous research analyzed how consumers are coping with crisis considering aspects such as low-income consumers (Kumar et al., 2017), household consumption and their financial management (Albert and Escardibul, 2017), and the increase of poverty and reduction of well-being during crisis (Gutierrez-Nieto et al., 2017). Taking into account the few studies on impulsiveness consumption during an economic crisis, the present research extends previous literature by showing that the relationship between consumer income and consumption behavior is processed by responsible behavior during crisis and that consumer impulsiveness will vary according to this responsible behavior. In this sense, this research develops and tests a framework of responsible consumption during crisis that explains changes in purchase behavior in an emerging market context. We conceptualize responsible crisis consumption as the changes in regular habits of consumers to a more rational way of buying, such as shifting for less expensive products and less known brands or reducing expenditures on services. The study was developed in two stages: an exploratory qualitative phase of 12 in-depth interviews with consumers and specialists and a confirmatory quantitative phase with 408 consumers during the recent Brazilian economic crisis (2015–2018). The results using partial least squares structural equations modeling (PLS-SEM) indicate that responsible crisis consumption is an important underlying mechanism between consumer impulsiveness, income level, and purchase behavior. Our findings reveal that consumers, when faced with an economic crisis, develop responsible consumption habits that modify their consumption behavior, especially decreasing services consumption compared to products. Consumers change their purchase habits during a recession by looking for a security status, which means that in this period consumers shift from their general habits to a more rational way of buying. In this sense, our results also report that during the economic crisis, consumers tend to reduce impulsiveness and increase behaviors such as replacing the usual purchase with cheaper products, increasing reflexivity about purchases, decreasing purchases without looking at the price, and increasing the repair of products instead of buying new ones. Theoretically, our findings on responsible crisis consumption reveal that consumers are not only economically affected by recession, but it also triggers psychological mechanisms on consumers by changing their level of impulsiveness and changing their purchase behavior. In managerial terms, the findings help companies and public institutions to understand the changes in purchase behavior in emerging markets. authorsversion published

Terres, M., Herter, M., Pinto, D. C., & Mazzon, J. A. (2018). How sophisticated servicescape can reduce negative feelings when a failure occur? . In SERVSIG Conference Proceedings, 2018: Opportunities for Services in a Challenging World (pp. 420-429). [10th SERVSIG, 2018,14-16 june 2018, Paris, France]. SERVSIG. ISBN: 978-2-9516606-3-2 When providers fail to meet consumers’ expectations, service failures occur Zeithaml et al. 2011), with adverse effects on consumer behavior, emotions, intentions to switch providers, and intentions to repurchase services (Bonifield and Cole 2007; Hocutt et al. 1997; Liao et al.2015; McColl-Kennedy and Sparks 2003; Patterson et al. 2006; Smith et al. 1999; Zeelenberg and Pieters 2004). Servicescapes (i.e. service environments) are a combination of ambient conditions (e.g.temperature, music, odor), space (e.g. equipment, furnishing), and signs, symbols and artifacts (e.g. personal artifacts, style of décor) in service environments designed to create physical surroundings (Bitner 1992). Pleasant servicescapes build sensory impressions that improve service experiences (Berry et al. 2002; Bitner 1992; Chang 2016; Dean 2014; DiPietro and Campbell 2014; Durna et al. 2015; Kotler 1973; Walsh et al. 2011). More than a component of the service production, servicescapes are part of the service itself (Bitner 1992) and serve as clues for consumers to use in building their pre-purchase (Shostack, 1977) and post-purchase quality evaluations (Bitner 1990; Hooper et al. 2013; Kearney et al. 2013; Westbrook and Oliver 1991). Based on this literature, this research explores the effects of service environment in determining how consumers react to service failures. That is, a positive service environment can generate positive assessments by evoking impressions of service quality (Zeithaml et al. 2011). publishersversion published

Terres, M., Nicolao, L., Herter, M., & Pinto, D. C. (2018). The importance of colors on trust: how colors influence on service mobile applications? . In SERVSIG Conference Proceedings, 2018: Opportunities for Services in a Challenging World (pp. 159-163). [10th SERVSIG, 2018,14-16 june 2018, Paris, France]. SERVSIG. ISBN: 978-2-9516606-3-2 Smart phones, tablets, mobile and wearable devices (e.g. glasses and watches) are bridging the gap between the physical and digital worlds, providing new opportunities for organizations to interact with customers (Adobe Digital Insights, 2016). For the first time, in 2016, consumers were expected to visit mobile sites more than desktop sites as they browse for gift ideas and places that best serve their needs (Adobe Digital Insights, 2016). Although previous research regarded the effects of marketing in the online environment, Magrath and McCornick (2013) emphasize that there are still few studies focusing on mobile applications and consumer interactions such as different screens sizes and different forms of use and interaction. One key factor influencing consumer interaction with mobile applications is the graphic design and, more specifically, the colors used by the brand in its e-store (Magrath, McCornick, 2013). This paper aims to fill some gaps in the service marketing literature. This research extends previous studies on the understanding of the influence of colors on consumer behavior (Labrecque, Milne, 2012; Wexner, 1954; Murray, Deabler, 1957; Bellizzi et al., 1983, Babin et al., 2003). For instance, Labrecque and Milne (2012) show the impact of saturation (i.e. amount of pigment in one color, from more grayish - low - to more vivid - high) and color value (i.e. whether the color is lighter (near white)=high value or darker (near black)=low value) on brand personality. Research revealed a strong relationship between value, saturation and color whereas saturation strongly connected with excitement and value with robustness (Labrecque, Milne, 2012). More interesting the findings show that when considering two identical condom packages besides the color, consumers evaluated the red packaging (with high saturation and low value) as "robust" and the purple packaging (with low saturation and high value) as "sophisticated". publishersversion published