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Who Deserves Faulty Products? How Blaming the Victim Prevents Consumer Punitive Action
Author(s) -
Reich Brandon J.,
Campbell Troy,
Madrigal Robert
Publication year - 2020
Publication title -
journal of consumer psychology
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 4.433
H-Index - 110
eISSN - 1532-7663
pISSN - 1057-7408
DOI - 10.1002/jcpy.1124
Subject(s) - punitive damages , blame , harm , action (physics) , economic justice , product (mathematics) , psychology , morality , social psychology , law and economics , economics , law , political science , physics , quantum mechanics , geometry , mathematics
A core requirement of a functioning free‐market system is that consumers hold companies accountable for selling faulty products. Following a harmful product failure, any blame that is incorrectly directed toward the victim may threaten consumer well‐being. Four experiments—in contexts of both fictitious and actual high‐profile product failures—show that this may in fact occur. The findings show that for a victim possessing immoral character: (a) consumers exaggerate blame because, (b) the victim is seen as deserving of suffering in general and, as a result, (c) consumers are less likely to take punitive action against the company (e.g., petition signing, negative word of mouth, and supporting financial justice). One field experiment and three online experiments converge to show that morality's effects are unique from other traits (e.g., sociability), but may be attenuated based on severity of harm to the victim and consumers’ own beliefs about justice. In sum, the current research furthers understanding of how and why victims are blamed, how doing so may threaten consumer and societal well‐being, and how it might be prevented.