The 10 most-cited articles in Journal of Marketing, 2024

The authors’ central premise is that a human–LLM (large language model) hybrid approach leads to efficiency and effectiveness gains in the marketing research process. In qualitative research, they show that LLMs can assist in both data generation and analysis; LLMs effectively create sample characteristics, generate synthetic respondents, and conduct and moderate in-depth interviews. The AI–human hybrid generates information-rich, coherent data that surpasses human-only data in depth and insightfulness and matches human performance in data analysis tasks of generating themes and summaries. Evidence from expert judges shows that humans and LLMs possess complementary skills; the human–LLM hybrid outperforms its human-only or LLM-only counterpart. For quantitative research, the LLM correctly picks the answer direction and valence, with the quality of synthetic data significantly improving through few-shot learning and retrieval-augmented generation. The authors demonstrate the value of the AI–human hybrid by collaborating with a Fortune 500 food company and replicating a 2019…

“Buy now, pay later” (BNPL) installment payments allow customers to pay for purchases in a series of interest-free installments over a short period of time. This research provides novel insights into how customer adoption of BNPL installment payments impacts spending. The authors leverage customer-level transaction data before and after the introduction of a BNPL installment payment service at a large U.S. retailer. A difference-in-differences analysis indicates that the adoption of BNPL installment payments is associated with (1) an increase in purchase incidence and (2) larger purchase amounts. These effects are statistically and economically significant over time. Moreover, this increase in spending is greater for smaller- (vs. larger-) basket shoppers and for shoppers who relied more heavily on credit (vs. debit) cards before adoption. Three preregistered experiments show that BNPL installment (vs. lump sum) payments increase spending by reducing perceived financial constraints. Specifically, BNPL installments alleviate perceived financial constraints by reducing perceived costs…

Marketers use online advertising platforms to compare user responses to different ad content. But platforms’ experimentation tools deliver different ads to distinct and undetectably optimized mixes of users that vary across ads, even during the test. Because expo­sure to ads in the test is nonrandom, the estimated comparisons confound the effect of the ad content with the effect of algorithmic targeting. This means that experimenters may not be learning what they think they are learning from ad A/B tests. The authors document these “divergent delivery” patterns during an online experiment for the first time. They explain how algorithmic targeting, user heterogeneity, and data aggregation conspire to confound the magnitude, and even the sign, of ad A/B test results. Analytically, the authors extend the potential outcomes model of causal inference to treat random assignment of ads and user exposure to ads as separate experimental design elements. Managerially, the authors explain why platforms lack incentives to allow experimenters to untangle the effects of ad content from…

Intersectionality remains largely underutilized within marketing. To address this gap, this article synthesizes literature to provide tools for incorporating intersectionality into marketing research, including a framework for an intersectional marketing paradigm, a research design roadmap, a research agenda, and key takeaways for stakeholders. The definition of intersectionality focuses on three main components: (1) awareness and acknowledgment of overlapping (rather than isolated) social categories (e.g., gender, race, and class), (2) understanding of how differences in lived experiences at these intersections influence the marketplace, and (3) recognition of how power shapes these lived experiences. This article's novel research design roadmap features concrete theoretical and methodological approaches for marketing researchers from various backgrounds to utilize intersectionality in solving marketing problems: conducting exploratory subsample analyses, developing intersectional theory and hypotheses, conducting inclusive literature reviews, collecting and reporting detailed…

Services marketing originated as a discipline to guide managers in marketing intangible products; in today's world, it must also guide managers in serving society. This research develops the concept of a social profit orientation, whereby organizations invest resources for the express purpose of enhancing the common good, especially the well-being of people and the health of the planet. Implementing social initiatives that serve this broader mission is no small challenge, but exemplary organizations are nevertheless charting a practical course. The authors conducted 62 in-depth executive interviews across 21 organizations in multiple countries, spanning both for-profit and nonprofit sectors, yielding valuable insights into how they create social profit for individuals, communities, and society at large through their initiatives. This research, grounded in published theory and directed toward practical implementation, defines the parameters of a social profit orientation and introduces an innovative framework that distills its antecedents, moderators, and outcomes. The experiences…

Existing literature has concluded that employees who regularly interact with customers often find this central aspect of their work emotionally draining. But what if some customer interactions could emotionally regenerate service employees? This ethnographic research demonstrates that several factors influence emotional energy in service interactions, including staff copresence with customers, mutual focus, shared mood, and barriers to outsiders. In addition, service employees’ experience of autonomy and status in interactions plays an important role in influencing their emotional energy. Based on these insights, this study advances a framework for service organizations to manage a crucial asset: the emotional energy of frontline service employees.

This article assesses the extent to which consumers from the opposite poles of the socioeconomic distribution weigh three critical food attributes (healthiness, fillingness, and taste), how they perceive the associations among them, and how differences in weights and associations influence food preferences. The results of a series of eight preregistered studies in a highly unequal environment (Rio de Janeiro, Brazil) show that low- (vs. high-) socioeconomic-status consumers are more likely to (a) choose unhealthy items even when supply-side factors (e.g., affordability and accessibility) are controlled by design, (b) trade healthiness for fillingness (but not taste), and (c) display stronger negative associations between the attributes (“healthy = less filling” and “healthy = less tasty”). These findings highlight the importance of a deeper understanding of the psychological differences in food preferences and perceptions and the use of such insights to design interventions aimed at mitigating nutritional inequality. In line with this rationale, the final set of studies shows that,…

Conceptual research is fundamental to advancing theory and, thus, science. Conceptual articles launch new research streams, resolve conflicting findings, explain new phenomena, and integrate divergent research areas. Yet, compared with other disciplines, marketing publishes little conceptual research. This article provides a multidisciplinary perspective of conceptual research to help increase the quality and quantity of conceptual research in marketing. First, the authors compare conceptual research approaches across marketing, management, psychology, and sociology to synthesize existing conceptual research frameworks. Second, using citation analyses, the authors provide insights into the academic impact of conceptual research across disciplines, across marketing domains, and over time; they also assess its impact outside of academia. Third, to assist researchers, the article offers a step-by-step process or “how to” guide for developing high-impact conceptual research, based on insights from the multidisciplinary analysis and interviews with conceptual researchers from different…

Rare watches, fine wines and spirits, sports cars, designer sneakers, and many other luxury goods create massive enrichment opportunities for consumers if they resell them on secondary markets. This trend is part of the enrichment economy, a novel form of market arrangement wherein consumers use iconic goods to increase their capital. However, it creates challenges for brands, such as preserving their primary market desirability and avoiding cannibalization. To understand how brands can navigate the enrichment economy, the authors conducted an ethnographic study of the luxury watch industry. They draw on market system dynamics to theorize market processes that sustain a market within the enrichment economy, and they explain the shared discourses, norms, and practices that make the enrichment economy function. This research makes four contributions. First, the authors theorize primary–secondary market dynamics as a novel class of market dynamics. Second, they theorize the new role of luxury brands as enrichment curators. Third, they discuss the ethics of enrichment by highlighting…

Consumers use observable cues, like color, to help them evaluate products. This research establishes that consumers infer greater product efficacy from higher color saturation across seven lab experiments (n = 2,745), a web scraping study, and a field experiment. The studies provide evidence that this belief stems from learned associations between color saturation and potency and is applied to both consumable and durable products. Moreover, consumers overgeneralize this intuition beyond a product's actual color to a product's packaging color and the background color used in its advertisements. Two studies support the proposed process with evidence via moderation, while another study identifies consumption goal as a boundary condition, such that high saturation decreases perceived efficacy and purchase intent when consumers search for a gentle (vs. strong) product. The effect is not limited to prepurchase perceptions but also influences perceptions after actual product use. The effect is established across six hues while holding color lightness constant and has multiple downstream…