Speaking to the heart: Social exclusion and reliance on feelings versus reasons in persuasion

Abstract

Abstract The authors of this study identify an alternative frame of communication for persuading people who feel socially excluded to behave in ways that benefit individual and social wellbeing, regardless of future connection possibilities. The authors suggest that socially excluded (included) consumers tend to rely on affect (cognition) in processing information, and to consequently prefer persuasive messages based on feelings (reasons). The effect occurs because people tend to ruminate about exclusionary events, which depletes self‐regulatory resources. Thus, distraction that interferes with rumination can mitigate the social exclusion effect on affective processing. The authors present findings from five studies across various paradigms promoting personal and social wellbeing (i.e., donating blood, recycling, and consuming healthful foods) and discuss the theoretical and policy implications.

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