Enabling consumer reciprocity through voucher campaigns
DOI:
https://doi.org/10.1108/rege-02-2023-0017Keywords:
Reciprocity, Consumer–company social distance, Helping behavior, Longitudinal growth modelsAbstract
PurposeThis study proposes that reciprocity appeal may influence consumers helping behavior. The authors suggest that this influence depends on the target of reciprocity (direct vs. indirect), consumer–brand social distance (close vs. distant) and frequency of exposure to the appeal over time.
Design/methodology/approachThis research was conducted through three experimental studies. They were carried out both through online experiment (Study 1) and in laboratory (Studies 2 and 3). Study 3 consisted of an experiment combined with longitudinal growth models, supporting the hypothesis that repetitive periods decrease reciprocity over time.
FindingsThe results demonstrate that consumers close to a brand become more prosocial toward the company when the reciprocity appeal is perceived as direct (vs. indirect). In contrast, the indirect reciprocity appeal influences consumers distant from the company. Furthermore, reciprocity appeal decreases consumer helping behavior over time, but indirect reciprocity appeal attenuates this negative effect only to close customers.
Research limitations/implicationsThis research contributes to theory by showing that direct reciprocal appeals increase the helping behavior of close customers when company appeals are infrequently made.
Originality/valueThis research is the first to empirically investigate the efficiency of voucher campaigns. Furthermore, it innovates by exploring a situation of direct consumer reciprocity in which the consumer decides to help a company with an expectation, but no explicit requirement, that the company will reciprocate.
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Further reading
Bock, D., Thomas, V., Wolter, J., Saenger, C., & Xu, P. (2021). An extended reciprocity cycle of gratitude: How gratitude strengthens existing and initiates new customer relationships. Psychology & Marketing, 38(3), 564–576. doi: 10.1002/mar.21456.
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Negrão, A., Mantovani, D., & De Andrade, L. M. (2018). Brand’s CSR influence on consumers’ prosocial behavior in unrelated domains. Revista Brasileira de Marketing, 17(1), 139–149. doi: 10.5585/remark.v17i1.3707.
Yang, X. (2019). How perceived social distance and trust influence reciprocity expectations and eWOM sharing intention in social commerce. Industrial Management & Data Systems, 119(4), 867–880. doi: 10.1108/IMDS-04-2018-0139.
Yi, Y., Gong, T., & Lee, H. (2013). The impact of other customers on customer citizenship behavior. Psychology & Marketing, 30(4), 341–356. doi: 10.1002/mar.20610.
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