Digitalization and Consumer Activism: Underlying Motives and Feelings of Consumers and Implications for Brands

Abstract

This study aims to gain an understanding of the motivations and feelings of consumers when participating in online activism and to examine the effects of digital activism campaigns implemented by brands. The research seeks to answer how consumers are participating in digital activism and their motivations; the feelings of consumers with regards to digital activism and consumer engagement; and how consumers perceive activist movements and practices initiated by brands. Qualitative approach was carried out and 17 semi-structured in-depth interviews were conducted. Projective techniques were used and examples of activist campaigns of brands were shown to the participants. According to the findings, the motivations of the consumers are sense of responsibility and duty they feel towards social problems, the desire to stay up-to-date and entertainment. The feelings associated with digital activism are gratification, fear, feeling of concern, and hope. The findings have further implications and suggestions for brands to have effective activist campaigns such as: paying attention to language barrier when adapting global campaigns; defending the cause they believe in despite pressures; explaining the reasoning when they do not support a social cause, not to be lynched by consumers; and not choosing an entertainment-oriented approach when addressing sensitive issues.