Title Consumer engagement, stress, and conservation of resources theory: A review, conceptual development, and future research agenda /
Authors Hollebeek, Linda Desiree ; Hammedi, Wafa ; Sprott, David E
DOI 10.1002/mar.21807
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Is Part of Psychology & marketing.. Hoboken : John Wiley & Sons, Ltd. 2023, vol. 40, iss. 5, p. 926-937.. ISSN 0742-6046. eISSN 1520-6793
Keywords [eng] challenge stressor ; conservation of resources theory ; consumer engagement (CE) ; distress ; eustress ; hindrance stressor ; stress
Abstract [eng] While scholarly acumen of consumer engagement, defined as a consumer's resource investment in his/her brand interactions, is burgeoning, its theoretical interface with consumer stress remains tenuous, exposing an important literature‐based gap. Specifically, consumers' engagement with brands, or brand‐related elements (e.g., online brand communities, frontline staff, service robots, social media pages, etc.), may either induce, or ensue from, individuals' consumption‐related stress (e.g., through perceived resource depletion, brand‐related performance anxiety, choice overload, pandemics, climate change, supply shortages, etc.). Addressing this gap, we develop a conservation of resources theory‐informed framework of the consumer engagement/stress interface that identifies consumer engagement as either (i) a consumer stressor (e.g., by placing demands on consumers, including in self‐service or coproduction tasks), or (ii) a stress‐reducing coping mechanism (e.g., by facilitating the development of brand‐related learning, skills, or resilience). We, then, introduce the articles contained in this section, which are also linked to the proposed framework. We conclude by outlining avenues for further research in the integrative area of consumer engagement/stress.
Published Hoboken : John Wiley & Sons, Ltd
Type Journal article
Language English
Publication date 2023
CC license CC license description