Schema Incongruity: A Framework for Distributing Service Forms of FMCG Brands via a Digital Channel

This paper reports an extension of schema incongruity theory to a service form of fast-moving consumer goods (FMCG) distributed via a digital platform. According to this theory, an FMCG brand’s service form would be incongruent compared to its traditional form available via supermarkets. Based on the relevancy and expectancy dimensions, the level of incongruence for such a service was classed as moderately incongruent. The study used qualitative research to investigate whether the moderate incongruence appealed to modern-day customers. The findings revealed that a subscription to receive a regular supply of the FMCG test brand appealed to the respondents. The moderate incongruity employed in this study was of an optimal stimulation level, enabling respondents to see the added values offered. The values recognised included convenience, family bonding, health and variety. The study observed schema incongruity theory operating for the service form of the FMCG brand. As the study used a qualitative methodology, the findings are specific to the brand and context tested. However, the high interest observed suggests schema incongruity theory could serve as a framework for using a digital distribution system to market service forms of FMCG brands.