Villanova, Daniel, and Ted Matherly, “For Shame! Socially Unacceptable Brand User Behaviors on Social Media Motivate Consumer Disengagement,” invited third-round revision at Journal of Marketing.
Greater self-brand connection prompts defensive, pro-brand responding to negative information, such as unfavorable brand extensions or poor product reviews, because the connection between the brand and the consumer’s self-concept leads them to view this information as a threat. However, based on data from more than 700,000 individuals in experimental and secondary data, the authors find that observing socially unacceptable behavior by other brand users motivates highly connected consumers to disengage from the brand, because they experience shame vicariously on behalf of these others. This self-conscious emotion leads to greater motivation to disengage from the brand, causing them to reduce their participation in social media communities and unfollow the brandâ€™s social media accounts. These results provide insight into the process by which self-brand connection interacts with socially unacceptable brand user behavior and suggest a limitation to the insulating effects of strong self-brand connections.