TY - JOUR
T1 - Consumer engagement, stress, and conservation of resources theory
T2 - A review, conceptual development, and future research agenda
AU - Hollebeek, Linda D.
AU - Hammedi, Wafa
AU - Sprott, David E.
N1 - Publisher Copyright:
© 2023 The Authors. Psychology & Marketing published by Wiley Periodicals LLC.
PY - 2023/3/11
Y1 - 2023/3/11
N2 - 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.
AB - 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.
KW - challenge stressor
KW - conservation of resources theory
KW - consumer engagement (CE)
KW - distress
KW - eustress
KW - hindrance stressor
KW - stress
UR - http://www.scopus.com/inward/record.url?scp=85150591761&partnerID=8YFLogxK
U2 - 10.1002/mar.21807
DO - 10.1002/mar.21807
M3 - Review article
AN - SCOPUS:85150591761
SN - 0742-6046
VL - 40
SP - 926
EP - 937
JO - Psychology and Marketing
JF - Psychology and Marketing
IS - 5
ER -