Negative Word-of-Mouth: Exploring the Impact of Adverse Messages on Consumers’ Reactions on Facebook

Chiosa, Ana Raluca; Anastasiei, Bogdan

doi:10.1515/rebs-2017-0059

Cited by 17 publications

(11 citation statements)

References 22 publications

(12 reference statements)

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“…Through word‐of‐mouth, customers may communicate about a matter in a positive or negative way. Customers pay more attention to negative information than positive information (Chou & Yao, 2012; Huete‐Alcocer, 2017), causing NWOM to have a greater impact on such customer behaviour than positive word‐of‐mouth (PWOM) (Chiosa & Anastasiei, 2018). NWOM refers to “interpersonal communication amongst consumers concerning a marketing organisation or product which denigrates the object of the communication” (Richins, 1984, p. 697).…”

Section: Theoretical Background and Hypotheses Developmentmentioning

confidence: 99%

“…Compared to PWOM, NWOM “is more emotional in nature, is associated with dissatisfaction, and is almost twice as likely to influence the receiver's opinion of the firm” (Sweeney, Mazzarol, & Soutar, 2005, p. 331). NWOM is crucial, because negative information persists amongst customers, even when such information is countered (Azemi, Ozuem, & Howell, 2020; Chiosa & Anastasiei, 2018). Importantly, customers often use NWOM as the basis for their decision making (Chou & Yao, 2012).…”

Section: Theoretical Background and Hypotheses Developmentmentioning

confidence: 99%

“…On the basis of this theoretical argument, NWOM, which is social in nature, has a potential relationship with IGB. Currently, the impact of NWOM has received little attention (Chiosa & Anastasiei, 2018; Chou & Yao, 2012; Sweeney et al., 2005). Hence, it is unclear how NWOM threatens banks that disregard the environment and benefits banks that regard the environment.…”

Section: Theoretical Background and Hypotheses Developmentmentioning

confidence: 99%

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Consumer guilt and green banking services

Burhanudin

Ronny

Sihotang

2020

Int J Consumer Studies

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Banks offer loans to support many projects; however, some of these projects may not give adequate consideration to the environment. Little is known regarding the extent to which banking customers experience guilt when discovering that their bank supports projects that disregard the environment. An experiment with 313 participants was conducted, and the results showed that customers do experience guilt when discovering that their bank supports projects that do not give adequate consideration to the environment. This study found that guilt drives perceived consumer effectiveness and negative word‐of‐mouth regarding banking projects that neglect environmental considerations but not attitudes towards green banking. Negative word of mouth, but not the attitude towards green banking, mediates the effect of perceived consumer effectiveness on the intention to use green banking services. Negative word‐of‐mouth, rather than attitudes towards green banking and its perceived consumer effectiveness, drives the intention to use green banking services. These findings imply that banks need to encourage their customers to perceive that they are eco‐friendly to avoid a significant loss of customers.

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Section: Theoretical Background and Hypotheses Developmentmentioning

confidence: 99%

Section: Theoretical Background and Hypotheses Developmentmentioning

confidence: 99%

Section: Theoretical Background and Hypotheses Developmentmentioning

confidence: 99%

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Consumer guilt and green banking services

Burhanudin

Ronny

Sihotang

2020

Int J Consumer Studies

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“…As mobile consumers are increasingly seeking eWOM for their mobile service needs, a negative eWOM is likely to attract more attention to a positive eWOM. In the literature of negative eWOM and mobile consumer switching phenomenon, studies have associated negative eWOM strength and valence to mobile consumer switching intention but, unable to affirm the existence of causal relationship between negative eWOM and switching (Chiosa et al, 2017). This is largely due to the fact that strength and valence of a negative eWOM is insufficient to determine the significance of the impact of negative eWOM on switching.…”

Section: Literature Reviewmentioning

confidence: 99%

Influence of Negative eWOM on Switching Intention

Bojei

Khalid

Nadarajan³

2018

BMS

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Despite discussions on strong and growing influence of electronic word-of-mouth (eWOM) on consumer decisions, there is insufficient effort to validate negative eWOM as a key source of causal data towards mobile consumer switching behaviour. Studies have indicated strong negative eWOM leads to high degree of influence on switching behaviour (Zhang et al., 2015). However, these studies are based on consumers’ survey response on how the negative eWOM impacts their decisions with emphasis on the strength and valence of the negative eWOM. Limited studies explore the contents of negative eWOM itself and how the choice of words is reflective of consumer elements or contexts which are meaningful towards understanding the causality between negative eWOM and switching behaviour (Martins et al., 2013; Qahri et al., 2015). The content of the negative eWOM sheds light on consumer elements related to mobile consumer switching behaviour, described as issues and situations. This study identifies and validates the causality of key consumer elements highlighted in the negative eWOM in association with mobile consumer switching phenomenon.

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“…Unforgettable positive experiences encourage consumers to spread positive WOM (Klein et al, 2016;Nikhashemi et al, 2019), but when the experience is not following consumer expectations, the WOM that will emerge is a negative WOM and will ultimately be detrimental for the destinations (Chiosa and Anastasiei, 2018). Furthermore, other studies explain that all forms of emotions that arise from consumer reactions to a product/service in the kind of satisfaction, pleasure, sadness, and anger motivate them to share their emotional experiences with others in the form of post-consumption evaluation and WOM (Serra-Cantallops et al, 2018).…”

Section: H1: Destination Experience Has a Positive Effect On Revisit mentioning

confidence: 99%

Indonesian Favorite Destinations: Antecedent and Consequence Destination Experience

Taufik

Prabowo

2020

JMTT

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Almost all countries in the world try to increase the attractiveness of tourist destinations owned by their countries, including Indonesia. Various strategies have been decided by the stakeholders in the tourism industry to lure tourists to their tourist destinations. The purpose of this study is to develop a model in the tourism industry by analyzing tourist behavior in returning visits to a tourist destination. This study uses a survey method with a quantitative approach. The attitude measurement scale is the differential magnetic scale, the primary data obtained from 502 respondents who had visited Bandung, or Yogyakarta, or Bali. The analytical tool used in this study is Structure Equation Modeling with AMOS 23.0 software. There are six variables examined in this study, namely revisit intention, e-WOM, destination experience, destination identity, destination service quality, and destination natural quality. The results found that revisit intention and e-WOM will be affected by destination experience. A pleasant experience during a visit to a tourist destination can be maintained by the right destination identity and destination service quality. Also, destination experience strengthened by excellent destination natural quality. This research model can be adopted in various tourist destinations to increase the number of tourists visiting.

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Negative Word-of-Mouth: Exploring the Impact of Adverse Messages on Consumers’ Reactions on Facebook

Cited by 17 publications

References 22 publications

Consumer guilt and green banking services

Consumer guilt and green banking services

Influence of Negative eWOM on Switching Intention

Indonesian Favorite Destinations: Antecedent and Consequence Destination Experience

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