Religious sensitivity in controversial advertising: A comparative study of consumer behavior in Pakistan and Hungary

Qurat Ul Ain, Shahid Rasool, Muhammad Zeshan and Damien Chaney ()
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Qurat Ul Ain: DCU - Dublin City University [Dublin]
Shahid Rasool: Malaysian University of Technology, WIUT - Westminster International University in Tashkent
Muhammad Zeshan: WIUT - Westminster International University in Tashkent
Damien Chaney: Métis Lab EM Normandie - EM Normandie - École de Management de Normandie = EM Normandie Business School

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Abstract: Building on Cognitive Appraisal Theory, this study examines the impact of controversial advertisements on consumer emotions and behaviors, with a particular focus on the moderating effect of religiosity. A study based on two countries, Pakistan (N = 320) and Hungary (N = 305), reveals that perceived controversial advertising significantly and positively predicts adverse word of mouth and ad avoidance in both countries. Customer outrage mediates these relationships, serving as an emotional mechanism that drives negative consumer outcomes. Additionally, religiosity moderates the relationship between controversial advertising and customer outrage, with higher religiosity levels intensifying negative reactions. These findings underscore the importance of emotional and cultural factors in advertising strategies. By highlighting the dual role of customer outrage and religiosity, this research contributes to the literature on controversial advertising and offers practical insights for marketers aiming to navigate the potential risks of backlash.

Keywords: Cognitive appraisal theory; Consumer emotions; Outrage; Religiosity; Controversial Advertisement (search for similar items in EconPapers)
Date: 2026-02-01
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Published in Journal of retailing and consumer services, 2026, 89, pp.104591. ⟨10.1016/j.jretconser.2025.104591⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05568789

DOI: 10.1016/j.jretconser.2025.104591

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