Brand preference in the face of control loss and service failure: The role of the sound of brands

Author First name, Last name, Institution

Jamel Khenfer, Zayed University
Caroline Cuny, Grenoble Ecole de Management

Document Type

Article

Source of Publication

Journal of Retailing and Consumer Services

Publication Date

7-1-2020

Abstract

© 2020 Elsevier Ltd This research shows that consumers compensate for a loss of perceived control inherent to service failure by extracting sensory information from brand names, and specifically from plosive consonants. Across three experimental studies, we show that in contexts of reduced control, which characterizes service failure, consumers prefer brand names containing plosives (versus fricatives) as a way of reasserting personal control because plosive sounds elicit a disposition to act. In doing so, we highlight the use of brand name innovation to anticipate low control state, and thus, the psychological discomfort experienced by customers following service failure.

DOI Link

10.1016/j.jretconser.2020.102132

ISSN

0969-6989

Publisher

Elsevier Ltd

Volume

55

First Page

102132

Disciplines

Business

Keywords

Control loss, Sensory marketing, Service failure

Scopus ID

85085125746

Recommended Citation

Khenfer, Jamel and Cuny, Caroline, "Brand preference in the face of control loss and service failure: The role of the sound of brands" (2020). All Works. 764.
https://zuscholars.zu.ac.ae/works/764

Indexed in Scopus

yes

Open Access

no