The 10 most-cited articles in Journal of Marketing, 2023

Customer care is important for its role in relationship building. This role has traditionally been performed by human customer agents; however, the emergence of interactive generative AI (GenAI) shows potential for using AI for customer care in emotionally charged interactions. Bridging practice and the academic literatures in marketing and computer science, this article develops an AI-enabled customer care journey, from accurate emotion recognition to empathetic response, emotional management support, and, finally, the establishment of an emotional connection. Marketing requirements for each of the stages are derived from in-depth interviews with top managers and a survey of chief marketing officers. By juxtaposing these requirements against the current feeling capabilities of GenAI, the authors highlight the technological challenges engineers must tackle. The article concludes with a set of marketing tenets for implementing and researching the caring machine. These include verifying emotion recognition accuracy using marketing emotion theories through multiple emotion signals and…

The current research examines consumers’ responses to sensory endorsements from virtual influencers. The authors reveal that consumers perceive virtual and human influencers to have similar distal sensory (i.e., visual and auditory) capacities. Consumers, however, perceive virtual influencers as having lower proximal sensory (i.e., haptic, olfactory, and gustatory) capacities. Consequently, when endorsements focus on proximal sensory experiences, consumers have lower purchase intention toward products and services endorsed by a virtual (vs. human) influencer. The findings further reveal that imagery difficulty and perceived sensory capacity serially mediate this effect. Importantly, this effect is mitigated when endorsements focus on distal sensory experiences, when sensory information is not explicitly mentioned, and when consumers are informed of new technology that enables virtual influencers to have proximal sensory experiences. These findings offer actionable insights for marketers to effectively utilize virtual influencers in sensory-driven campaigns, providing practical…

A new trend in influencer marketing is livestream commerce, which combines influencers’ live video streaming with e-commerce. Little is known, though, about how firms should develop their influencer strategies to maximize product sales. Given a budget constraint, marketers may choose to employ a single, “big” influencer with a large number of followers or several small influencers. They may also employ a combination of both big and small influencers when their budget is adequate. Analyzing data from 1.3 million livestreams on TikTok, the authors find a negative interaction effect between big and small influencers when employed together due to decreased trust in big influencers and substitution effects. Further analysis reveals that livestream sales generated by a big influencer are adversely affected by small influencers who promoted the same product previously, but not the other way around. In addition, big influencers can reach a much larger audience, whereas small influencers are more effective at increasing the audience's conversion rates. Big and small influencers are also…

Direct-to-consumer firms increasingly believe that influencer marketing is an effective option for seeding. However, the current managerially relevant question for direct-to-consumer firms of whether to target low- or high-followership influencers to generate immediate revenue is still unresolved. In this article, the authors’ goal is to answer this question by considering for the first time the whole influencer-marketing funnel, that is, from followers on user-generated content networks (e.g., on Instagram), to reached followers, to engagement, to actual revenue, while accounting for the cost of paid endorsements. The authors find that low-followership targeting outperforms high-followership targeting by order of magnitude across three performance (return on investment) metrics. A mediation analysis reveals that engagement can explain the negative relationship between the influencer followership levels and return on investment. This is in line with the rationale based on social capital theory that with higher followership levels of an influencer, the engagement between an…

Influencer marketing is a popular strategy to connect with consumers. However, influencers’ use of overly high-arousal language in promoting products (e.g., “it's totally AMAZING!”) has raised questions about their true motivations. This article investigates how high-arousal language in micro- versus macro-influencers’ sponsored posts might shape engagement. A multimethod approach, combining automated text, image, video, and audio analyses of thousands of Instagram and TikTok posts with controlled experiments, demonstrates that high-arousal language increases engagement with micro-influencers, but it decreases engagement with macro-influencers, seemingly because it makes micro- (macro-) influencers appear more (less) trustworthy. Yet the negative effect of arousal for macro-influencers can be mitigated if their posts provide counterbalanced valence (both positive and negative assessments) or if they indicate an informative, rather than commercial, goal. These findings deepen understanding of how language arousal shapes consumer responses, reveal a psychological mechanism through…

From advertisers and marketers to salespeople and leaders, everyone wants to hold attention. They want to make ads, pitches, presentations, and content that captivates audiences and keeps them engaged. But not all content has that effect. What makes some content more engaging? A multimethod investigation combines controlled experiments with natural language processing of 600,000 reading sessions from over 35,000 pieces of content to examine what types of language hold attention and why. Results demonstrate that linguistic features associated with processing ease (e.g., concrete or familiar words) and emotion both play an important role. Rather than simply being driven by valence, though, the effects of emotional language are driven by the degree to which different discrete emotions evoke arousal and uncertainty. Consistent with this idea, anxious, exciting, and hopeful language holds attention while sad language discourages it. Experimental evidence underscores emotional language's causal impact and demonstrates the mediating role of uncertainty and arousal. The findings shed light…

Although consumers often value minimalist aesthetics, little work has examined why and when simple packaging designs of consumable products enhance consumer outcomes. The authors theorize that simple packaging evokes a symbolic association whereby minimizing design complexity signals that the product contains few ingredients, which increases perceived product purity and willingness to pay (WTP). A field study examining a supermarket chain's product packages (N = 1,353) provided preliminary support for this increase in WTP and two boundary conditions. Six preregistered studies replicated these effects and tested the underlying process. Studies 1a and 1b showed that the increase in WTP for simple packaging is driven by few-ingredients inferences increasing perceived product purity. Study 2 demonstrated the increase in WTP using an incentive-compatible design. Study 3 reinforced the proposed process via moderated mediation. Lastly, Studies 4 and 5 tested the boundary conditions in the field study, showing that WTP for simple packaging decreases when the product is from a store (vs.…

Null hypothesis significance testing (NHST) is the default approach to statistical analysis and reporting in marketing and the biomedical and social sciences more broadly. Despite its default role, NHST has long been criticized by both statisticians and applied researchers, including those within marketing. Therefore, the authors propose a major transition in statistical analysis and reporting. Specifically, they propose moving beyond binary: abandoning NHST as the default approach to statistical analysis and reporting. To facilitate this, they briefly review some of the principal problems associated with NHST. They next discuss some principles that they believe should underlie statistical analysis and reporting. They then use these principles to motivate some guidelines for statistical analysis and reporting. They next provide some examples that illustrate statistical analysis and reporting that adheres to their principles and guidelines. They conclude with a brief discussion.

Although in-feed advertising is popular on mainstream platforms, academic research on it is limited. Platforms typically deliver organic content through two methods: subscription by users or recommendation by artificial intelligence. However, little is known about the ad performance between these two channels. This research examines how the performance of in-feed ads, in terms of click-through rates and conversion rates, differs between subscription and recommendation channels and whether these effects are mediated by ad intrusiveness and moderated by ad attributes. Two ad attributes are investigated: ad appeal (informational vs. emotional) and ad link (direct vs. indirect). Study 1 finds that the recommendation channel generates higher click-through rates but lower conversion rates than the subscription channel, and these effects are amplified by informational ad appeal and direct ad links. Study 2 explores channel differences, revealing that the recommendation channel yields less source credibility and content control, reducing consumer engagement with organic content. Studies 3…

This systematic literature review enhances paradigmatic/metaphysic analyses by examining how value-based commitments, intellectual personae, and stances impact the diversity, relevance, and consideration of ethics in gender research published by the top-tier marketing journals in the past 30 years. Theoretical contributions (1) explain how commitments to research values and practices constitute personae and particular stances toward research, (2) attribute value commitments to quantitative/positivist as well as qualitative/neohumanist research, and (3) implicate stances that favor particular theories and procedures and in turn enable the hierarchical development of gender research and its marginalization in the field. Recommendations elaborate the analytic, reflexive, and administrative training and research activities that will foster and reward more relevant, accurate, and ethical research on gender in the marketing academy and in industry. This work is of interest to persons dealing with gender identities, communities, and social issues, those working for greater gender…