消费者的权力感和价格参照来源对其价格公平感知的影响及其机制研究
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摘要
消费者的价格不公平感可以导致多种对消费者和企业都不利的结果:包括消费感知价值的降低、满意度的下降、羞愧、气愤等负面情绪的产生、负面口碑的扩散以及再重买意愿的降低,而企业为应对当前市场环境所采取的动态定价策略更加剧了消费者的价格不公平感。权力广泛地存在于消费者的各个层面,是人类社会互动与人际关系的核心构念,是个体身份的基本表征之一,同时也是社会等级结构的重要基础,对信息加工、社会认知、偏好建构和行为决策等人类心理和行为的诸多方面都具有广泛的影响。消费者的价格公平感知通常是基于比较来做出判定的,所以参照对象的选择起着非常重要的影响作用。在此背景下,本文着重探索消费者的权力感差异和不同参照来源对消费者价格不公平感的影响。
     本文首先提出了研究的背景、研究的目的、意义和方法、以及创新点,然后对价格公平感知的概念、理论和相关研究进行了回顾,再重点梳理了权力对个体行为的影响,特别是对消费行为影响的相关理论和实证研究,并提出了权力研究的概念模型,既是对以往研究的归纳,也为未来的研究提供借鉴。
     在文献综述和分析的基础上,本文通过3个研究(分别使用不同的方法)来探索权力感和参照来源对价格不公平感的影响。第一个研究利用消费者访谈法,通过8位消费者面对面的访谈,以及访谈资料的整理,发现消费者普遍认为当前企业在多个消费领域的动态定价激发了消费者的价格不公平感,而且消费者权力感的差异在不同的参照来源下影响其对价格不公平感知的判断,从而进一步确定了研究的问题。
     第二个研究是通过大样本的问卷调查来描述在中国消费者一般权力感的来源和一般权力感对比较方向和自我能力感知的影响。问卷分析的结果显示在中国,消费者长期权力感来源于性别、受教育程度、在组织中的职位与自我感觉的社会地位。具体而言,女性的权力感高于男性;受教育程度越高,在组织中的职位越高,自我感知的社会地位越高,人们的权力感越高。而且,在判断自身的境遇时,权力感高的人倾向于上行的比较(即与比自己好的人比较),而权力感低的人倾向于下行的比较(与不如自己的人比较)。在遭遇不公平时,高权力者也比低权力者更相信自己有能力影响和改变对自己不利的事情。
     基于上述2个研究结果,在第3个解释性的研究中设计了4个实验来验证消费者不同的权力感在不同参照下的价格不公平感判断,以及影响机制。尽管采取不同的权力操控方法,4个研究的结果都显示:高权力者在他人价格参照下不公平感更强,而低权力者在自我价格参照下的不公平感更强,而且这一影响的产生是基于自我的无能力感(自我威胁感),高权力者在他人参照下的自我无能力感(自我威胁感)更强,而低权力者在自我参照下的自我无能力感(自我威胁感)更高。高权力在得知自己比他人支付了高价之后,更倾向于产生气愤的情绪反应;而低权力消费者得知自己购买后价格下降的事实之后,更多地是产生悲伤沮丧的情绪反应。高低权力消费者在感受不公平之后的再购买意愿会下降,但是与低权力的消费者相比,高权力消费者更倾向于做出积极主动的抱怨,特别是遭遇了自己与其他顾客相比遭受了不公平价格歧视的时候抱怨意向更高。
     最后,总结了本文的主要结论,探讨了在营销实践中的应用,并指出了研究的不足以及未来的研究方向。
Consumers'perceptions of price unfairness may lead to many negative consequences for both consumers and sellers, including lowering perceived consumption value, reducing customers'satisfaction, generating negative emotions such as shame and anger, spreading negative word-of-mouth, or declining repurchase intension. The negative consequences are even worse when sellers widely apply dynamic pricing strategy in response to current market environment. There exit different degrees of power and can arise in consumers' everyday activities. Power has long been argued as a pervasive and fundamental component in social interactions and interpersonal relationship. It is also one of the individual identities and foundation of social hierarchies. The significant effects of power on human psychology and behavior, such as information processing, social cognition, preference constructive and behavior decision have been relentlessly examined in the psychology, organizational behavior, and sociology literatures. Consumers usually build their perception of price fairness on the basis of social comparison, thus how to choose the reference becomes very important. The dissertation aims to explore the interaction between the power and reference price on perception of price unfairness.
     Firstly, it outlined research background, purpose, significance, method, framework and innovation. And then reviewed and summarized the concept, theory and related research of perceptions of price (un)fairness. After that, it focused on the literatures related to the effects of power on human activities, especially on consumer behavior. Then a conceptual framework of power research is presented to summarize prior research and direct future research.
     On the basis of such reviews, this dissertation examined two-way interaction between the power and reference price on perception of price unfairness through three researches and three methods respectively. The first research is consumer interviews. Supported by analysis of8face-to-face interview records, it showed sellers'dynamic pricing practice in many domains have induced buyers' perceptions of price unfairness and further confirmed the research question that consumers'sense of power would affect the price fairness perception when the reference point is based on self-comparison versus other-customer comparison.
     The second research are conducted by scale survey on the source of general sense of power in China and the effect of power on comparison direction and perceptions of self-competence. The results showed that power differences are influenced by sex, degree of education, position in organization and self-reported social status. To be specific, Women possessed higher sense of power than men, and individuals who have higher education, higher position in organization, higher self-reported social status would have more sense of power. Moreover, high power preferred upward social comparison than low power, and low power favored downward social comparison than high power when they judged their situations. Furthermore, faced disadvantage unfairness, high power showed more confidence in their competence to influence or change the situation than low power.
     Based on results mentioned above, the third interpretative research is designed to have4experiments to examine hypotheses that how temporarily having or lacking power would affect the price fairness perception when the reference point is based on self-comparison versus other-customer comparison. Although a variety of power manipulations are used, it draws a conclusion that high power participants perceive more unfairness in other-reference than low power when judging price fairness, meanwhile, low power participants perceive more unfairness in self-reference than high power. What's more important is that such effect may occur under perceived self-incompetence (or self-threatened). It demonstrates that high power holders feel especially threatened in other-reference than low power when they pay more than others. On the contrary, low power holders feel especially threatened in self-reference than high power when they pay more than they paid. Moreover, for high power participants, they feel more angry when reference price was other-customer instead of themselves. However, for low power participants, they feel more sad and frustrated when the reference was themselves instead of others. Although both high power and low power will decrease their repurchase intention after perceived unfairness, they showed different complaint intention. Contrary to low power consumers, high power intended to positive complaint, especially in price discrimination comparing to other-customer.
     Finally, it summarized the main conclusions, discussed the implication of marketing practice, indicated insufficiency of this dissertation and directions for future research.
引文
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