Seeing eye to eye: social augmented reality and shared decision making in the marketplace

Hilken, Tim, Keeling, Debbie I, de Ruyter, Ko, Mahr, Dominik and Chylinski, Mathew (2020) Seeing eye to eye: social augmented reality and shared decision making in the marketplace. Journal of the Academy of Marketing Science, 48 (2). pp. 143-164. ISSN 1552-7824

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Firms increasingly seek to improve the online shopping experience by enabling customers to exchange product recommendations through social augmented reality (AR). We utilize socially situated cognition theory and conduct a series of five studies to explore how social AR supports shared decision making in recommender–decision maker dyads. We demonstrate that optimal configurations of social AR, that is, a static (vs. dynamic) point-of-view sharing format matched with an image-enhanced (vs. text-only) communicative act, increase recommenders’ comfort with providing advice and decision makers’ likelihood of using the advice in their choice. For both, these effects are due to a sense of social empowerment, which also stimulates recommenders’ desire for a product and positive behavioral intentions. However, recommenders’ communication motives impose boundary conditions. When recommenders have strong impression management concerns, this weakens the effect of social empowerment on recommendation comfort. Furthermore, the stronger a recommender’s persuasion goal, the less likely the decision maker is to use the recommendation in their choice.

Item Type: Article
Keywords: Social augmented reality, Online shopping, Shared decision making, Customer-to-customer communication, Socially situated cognition
Schools and Departments: University of Sussex Business School > Strategy and Marketing
Subjects: H Social Sciences
Depositing User: Debbie Keeling
Date Deposited: 09 Sep 2019 13:40
Last Modified: 10 Mar 2021 10:40

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