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dc.contributor.authorKim, Tami
dc.contributor.authorJohn, Leslie
dc.contributor.authorRogers, Todd
dc.contributor.authorNorton, Michael
dc.date.accessioned2020-06-26T14:23:53Z
dc.date.issued2019-11
dc.identifier.citationKim, Tami, Leslie John, Todd Rogers, and Michael I. Norton. "Procedural Justice and the Risks of Consumer Voting." Management Science 65, no. 11 (November 2019): 5234–5251.en_US
dc.identifier.issn0025-1909en_US
dc.identifier.urihttp://nrs.harvard.edu/urn-3:HUL.InstRepos:42675343*
dc.description.abstractFirms are increasingly giving consumers the vote. Eight studies demonstrate that when firms empower consumers to vote, consumers infer a series of implicit promises—even in the absence of explicit promises. We identify three implicit promises to which consumers react negatively when violated: representation (Experiments 1A–1C); consistency (Experiment 2), and non-suppression (Experiment 3). However, when firms honor these implicit promises, voting can mitigate the disappointment that arises from receiving an undesired outcome (Experiment 4). Finally, Experiment 5 identifies one instance when suppressing the vote outcome is condoned: when voters believe that the process of voting has resulted in an unacceptable outcome. More generally, we show that procedural justice plays a key mediating role in determining the relative success or failure of various empowerment initiatives—from soliciting feedback to voting. Taken together, we offer insight into how firms can realize the benefits of empowerment strategies while mitigating their risks.en_US
dc.language.isoen_USen_US
dc.publisherInstitute for Operations Research and the Management Sciences (INFORMS)en_US
dc.relation.isversionofhttps://pubsonline.informs.org/doi/10.1287/mnsc.2018.3181en_US
dash.licenseOAP
dc.subjectManagement Science and Operations Researchen_US
dc.subjectConsumer Empowermenten_US
dc.subjectVotingen_US
dc.subjectProcedural Justiceen_US
dc.subjectCustomer Relationship Managementen_US
dc.subjectRisk Managementen_US
dc.titleProcedural Justice and the Risks of Consumer Votingen_US
dc.typeJournal Articleen_US
dc.description.versionAuthor's Originalen_US
dc.relation.journalManagement Scienceen_US
dash.depositing.authorJohn, Leslie
dc.date.available2020-06-26T14:23:53Z
dc.identifier.doi10.1287/mnsc.2018.3181
dc.source.journalManagement Science
dash.source.volume65;11
dash.source.page5234-5251
dash.contributor.affiliatedNorton, Michael
dash.contributor.affiliatedRogers, Todd
dash.contributor.affiliatedJohn, Leslie


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