The effect of negative online consumer reviews on product attitude: An information processing view

Lee, Jumin; Park, Do-Hyung; Han, Ingoo

doi:10.1016/j.elerap.2007.05.004

Cited by 836 publications

(586 citation statements)

References 35 publications

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“…Previous research in an electronic word-of-mouth (for a conceptual definition of eWOM and a systematic review of eWOM research see e.g. Cheung and Thadani 2012) and online review context shows that negative comments have stronger effects on purchase decisions, in contrast to positive electronic word-of-mouth (Chang and Wu 2014;Lee et al 2008). It is suggested Bthat unfavorable information is somehow more shocking or surprising, and therefore has more influence on forming evaluations^.…”

Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

Consequences of customer engagement behavior: when negative Facebook posts have positive effects

Bitter¹,

Grabner‐Kräuter²

2016

Electron Markets

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Sharing product information has become an integral part of today's online social networking world. This research study addresses the effects of customer engagement behavior in online social networks on other consumers in order to understand how online social connections impact decision making. We investigate how different variations of a brand-related Facebook post trigger different response reactions. In particular, we analyze under which conditions negative posts can have positive consequences. The results of two online experiments set in a restaurant context suggest a difference when the user knows the restaurant brand. For users who are familiar with the restaurant brand, a positive effect of negative information posted by distant acquaintances is found with regard to the visiting intention of the user. The results of both experiments demonstrate that information posted by a close friend is perceived to be more diagnostic. For users not familiar with the restaurant brand, negative posts from strong ties induce the highest diagnosticity levels.

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Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

Consequences of customer engagement behavior: when negative Facebook posts have positive effects

Bitter¹,

Grabner‐Kräuter²

2016

Electron Markets

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“…Following Lee, Park and Han (2008), consumers were approached after they disclosed negative experiences online. A member of the research team monitored the four forums and sent the senders of negative O-WOM an e-mail invitation to participate in the research no later than three hours after their online disclosure.…”

Section: Methodsmentioning

confidence: 99%

Negative online word-of-mouth: Behavioral indicator or emotional release?

Verhagen

Nauta

Feldberg

2013

Computers in Human Behavior

169

121

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The influence of negative online word-of-mouth on the behavior of those receiving it has been addressed extensively in the academic literature. Remarkably, the question whether negative online word-of-mouth should also be seen as a behavioral indicator of its sender remains unaddressed. Answering this question is relevant as it provides companies with insight into the need to engage in interaction with those who negatively express themselves online or whether these expressions should be seen as temporary emotional releases without any future conduct. To fill the existing research gap, this research paper proposes and empirically tests a sender-oriented model, investigating the influence of emotions, negative online word-of-mouth on repatronage and switching behavior. As disclosing negative feedback online may also reflect the sender's motivation to inform the consumer community or to provide constructive feedback to the company responsible for the dissatisfying consumption, community usefulness and company usefulness are included as behavioral moderators. The results of an empirical survey conducted amongst real senders of negative information confirm that negative online word-of-mouth is directly driven by positive and negative emotions and is strongly predictive for the sender's future conduct. The motivation to help other consumers was demonstrated to function as behavioral moderator. The paper concludes with theoretical and managerial implications, and suggests avenues for further research.

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“…When considering the amount of information people share online, Jumin Lee, Park, & Han [22] found that the amount of information consumers received impacted on consumers' decision making process for buying products and services. Moreover, on product review websites, consumers tended to believe negative comments more than the positive ones.…”

Section: E Electronic Word-of-mouth Volume and Electronic Word-of-momentioning

confidence: 99%

The Impact of Electronic Word-of-Mouth Factors on Consumers’ Buying Decision-Making Processes in the Low Cost Carriers: A Conceptual Framework

Lerrthaitrakul¹,

Panjakajornsak²

2014

IJTEF

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Abstract-The purpose of this study is to develop a conceptual framework on the potential effects of electronic word-of-mouth (eWOM) communication on consumers' buying decision-making process in the low cost airline industry. A thorough review of literature reveals three main streams of factors affecting consumers' buying decisionmaking process involvement in eWOM in the low cost airline industry. These issues are the information provided by eWOM such as reviews, the creditability of channels used, volume of eWOM; types of eWOM such as multiple transmission channels, one to many channels, one to one channels and also, their potential effects on different decision-making processes. The samples are Thai consumers, which surfed on the internet and social media for information about the low cost carriers. Questionnaires will be distributed on-line to the samples from Thai popular website communities and Thailand's low cost carriers Facebook sites (Air Asia Thailand, Fly Orient Thai, and Nok airlines). Structural equation modeling using AMOS will be used to analyze the hypothesized relationships. The study expects to make key contributions for low cost airline companies in setting their marketing plans and developing online relationships with customers as well as contributions for e-marketing management research. I. INTRODUCTIONIt is widely recognized nowadays that air transportation has become a profound source of business facilitating the economic growth of many countries. This is because air aviation allows people from all over the world to comfortably connect with each other. The development of this transportation channel rallies around people not only seeking new and better markets but also gaining access to global suppliers. Businesses across countries can, therefore, be operated and connected with each other. According to IATA [1]. Aviation industries play a significant role in generating new marketing and business across the world. Producers can easily distribute their products into new markets. Boeing, which is an airplane building company, has predicted that more people will choose to travel by airplane during 2012 to 2031. Especially in South East Asia, the growth of new aviation routes will be increased on average by 7.6% every year. This business sector can generate 4,700,000,000 billion US$. The increase in this business sector is a consequence of the improvement of rules and regulations, the growing number of related infrastructure building to facilitate aviation business and the lenience of trade agreements [2].It has been found that in 2002, Low cost airlines which service Asia Pacific did not significantly influence the way the traditional market was operated. However, not so long after that, the low cost airline businesses in Asia Pacific grew rapidly and became the customers' choice. These low cost airlines include Tiger Airways, Virgin Blue, Cebu Pacific, Jetstar, Lion Air, and Air Asia. In Thailand, wellknown low cost airlines comprised Nok Air, One-two-go or Orient Thai and Thai Air Asia. Severa...

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The effect of negative online consumer reviews on product attitude: An information processing view

Cited by 836 publications

References 35 publications

Consequences of customer engagement behavior: when negative Facebook posts have positive effects

Consequences of customer engagement behavior: when negative Facebook posts have positive effects

Negative online word-of-mouth: Behavioral indicator or emotional release?

The Impact of Electronic Word-of-Mouth Factors on Consumers’ Buying Decision-Making Processes in the Low Cost Carriers: A Conceptual Framework

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