Dr Claudia Gonzalez is a marketing lecturer with expertise in sustainability, brand management and the evolving digital marketing landscape. Her teaching experience has involved the implementation of blended learning and the development of instructional tools for teaching and learning in large lecture classes. Claudia has experience developing industry relations and conducting field studies in large organisations. Graduating from Catholic University of Chile with a Bachelor in Film and Television, Claudia earned a Master of Business (Advanced) and a PhD from The University of Queensland. Supervisors: Frank Alpert and Jo Previte
Given the increasingly grave environmental crisis, governments and organizations frequently initi... more Given the increasingly grave environmental crisis, governments and organizations frequently initiate sustainability interventions to encourage sustainable behavior in individual consumers. However, prevalent behavioral approaches to sustainability interventions often have the unintended consequence of generating consumer resistance, undermining their effectiveness. With a practice–theoretical perspective, the authors investigate what generates consumer resistance and how it can be reduced, using consumer responses to a nationwide ban on plastic bags in Chile in 2019. The findings show that consumer resistance to sustainability interventions emerges not primarily because consumers are unwilling to change their individual behavior—as the existing literature commonly assumes—but because the individual behaviors being targeted are embedded in dynamic social practices. When sustainability interventions aim to change individual behaviors rather than social practices, they place excessive ...
Purpose-This commentary puts forth a conceptual framework, referred to as the COG (Consumer, Orga... more Purpose-This commentary puts forth a conceptual framework, referred to as the COG (Consumer, Organization, Government) Framework of Unintended Digital Technology Service Failures, that specifies consumer, organizational, and governmental shortcomings that result in digital technologies failing in terms of negatively affecting consumer, communal, national, and/or global welfare. Design/methodology/approach-Conceptualization and literature review. Findings-The framework shows that three drivers explain why commercial digital technologies often fail. The first driver highlights misuse or criminal intent from individuals. The second involves organizations failing to prevent or to address technology failures. The third pertains to failures that stem from governmental institutions. Research limitations/implications-The authors encourage researchers to build on their framework by putting forth research questions. To prevent or lessen opportunities for digital technologies to result in service failures, the authors also offer practitioners a "digital technology service failure audit." This audit shows how digital technology creators and managers can anticipate and address consumer, organizational, and governmental factors that often cause digital service technologies failures. Societal implications-Despite the absence of industry-specific regulations and the existence of some regulatory immunities, digital technology providers have an ethical duty, and may be obligated under applicable tort law principles, to take steps to prevent unintended harm to consumers before launching their service technologies. Originality/value-This work reveals that digital technologies represent new and different threats to vulnerable consumers, who often rely on, but do not fully understand, these technologies in their everyday living. The framework helps consumers, organizations, and government agencies identify and remedy current and potential instances of harmful digital technologies.
Given the increasingly grave environmental crisis, governments and organizations frequently initi... more Given the increasingly grave environmental crisis, governments and organizations frequently initiate sustainability interventions to encourage sustainable behavior in individual consumers. However, prevalent behavioral approaches to sustainability interventions often have the unintended consequence of generating consumer resistance, undermining their effectiveness. With a practice–theoretical perspective, the authors investigate what generates consumer resistance and how it can be reduced, using consumer responses to a nationwide ban on plastic bags in Chile in 2019. The findings show that consumer resistance to sustainability interventions emerges not primarily because consumers are unwilling to change their individual behavior—as the existing literature commonly assumes—but because the individual behaviors being targeted are embedded in dynamic social practices. When sustainability interventions aim to change individual behaviors rather than social practices, they place excessive ...
Purpose-This commentary puts forth a conceptual framework, referred to as the COG (Consumer, Orga... more Purpose-This commentary puts forth a conceptual framework, referred to as the COG (Consumer, Organization, Government) Framework of Unintended Digital Technology Service Failures, that specifies consumer, organizational, and governmental shortcomings that result in digital technologies failing in terms of negatively affecting consumer, communal, national, and/or global welfare. Design/methodology/approach-Conceptualization and literature review. Findings-The framework shows that three drivers explain why commercial digital technologies often fail. The first driver highlights misuse or criminal intent from individuals. The second involves organizations failing to prevent or to address technology failures. The third pertains to failures that stem from governmental institutions. Research limitations/implications-The authors encourage researchers to build on their framework by putting forth research questions. To prevent or lessen opportunities for digital technologies to result in service failures, the authors also offer practitioners a "digital technology service failure audit." This audit shows how digital technology creators and managers can anticipate and address consumer, organizational, and governmental factors that often cause digital service technologies failures. Societal implications-Despite the absence of industry-specific regulations and the existence of some regulatory immunities, digital technology providers have an ethical duty, and may be obligated under applicable tort law principles, to take steps to prevent unintended harm to consumers before launching their service technologies. Originality/value-This work reveals that digital technologies represent new and different threats to vulnerable consumers, who often rely on, but do not fully understand, these technologies in their everyday living. The framework helps consumers, organizations, and government agencies identify and remedy current and potential instances of harmful digital technologies.
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