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Extreme Is Worse: How Recommendation Language Extremity Affects Consumer Purchase Intentions

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Journal of Consumer Behaviour

Published online on

Abstract

["Journal of Consumer Behaviour, EarlyView. ", "\nABSTRACT\nThis research examines how the extremity of sales language influences consumers' self‐reported purchase intentions in product recommendation contexts. Although product recommendations facilitate consumer decision‐making, the persuasive impact of the language extremity remains underexplored. Across multiple studies, we find that when interacting with human customer service, extreme (vs. moderate) recommendation languages reduce consumers' self‐reported purchase intentions, an effect mediated by the perceived credibility of the recommender. Additionally, this effect is contingent on key boundary conditions, including recommender type and recommender familiarity. These findings highlight the nuanced role of sales language in influencing consumer responses and provide valuable implications for marketing communication strategies.\n"]