The effects of consumer ethnocentrism and consumer animosity on perceived betrayal and negative word-of-mouth

Lee, Hsiang-Ming; Chen, Tsai; Chen, Yu‐Shan; Lo, Wei-Yuan; Hsu, Ya-Hui

doi:10.1108/apjml-08-2019-0518

Cited by 41 publications

(35 citation statements)

References 91 publications

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“…One of the popular concepts that attract the attention of many scholars is consumer ethnocentrism (Fernández-Ferrín et al, 2020;Feurer et al, 2016;Gammoh et al, 2020;H. M. Lee et al, 2020;Souiden et al, 2018;Yen, 2018).…”

Section: Consumer Ethnocentrismmentioning

confidence: 99%

The Model of Domestic Product Quality Syndrome

et al. 2020

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This paper aims to develop and test a model that involves consumer ethnocentrism, world-mindedness, patriotism, and domestic product quality syndrome. This research used a quantitative approach. Data were collected through a survey of 222 respondents in Jakarta, Indonesia. The respondents are consumer electronic product users. Structural equation modeling (SEM) analysis was used to test the conceptual model and hypotheses. The results of this research show that the conceptual model has a good fit. We found that consumer ethnocentrism has a positive and significant impact on domestic product quality syndrome. We also found that patriotism significantly influences consumer ethnocentrism, while world-mindedness does not significantly influence consumer ethnocentrism. Data were collected only in Jakarta. Furthermore, a convenience sampling technique was applied. Thus, the findings of this research may not be generalized to other contexts. Therefore, future studies involving larger respondents coming from diverse areas are required to improve the generalization of the results and examine the stability of this research’s findings. Company should align its strategy and quality objectives with the level of consumer ethnocentrism and patriotism to overcome domestic product quality syndrome. There is a lack of research that develops and tests a model that can be used to explain the phenomenon of domestic product quality syndrome. This research fulfills the literature gaps.

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Section: Consumer Ethnocentrismmentioning

confidence: 99%

The Model of Domestic Product Quality Syndrome

et al. 2020

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“…Retaliation may take the form of bitter complaining in the shape of a consumer abusive behavior toward frontline employees ( Hibbard et al, 2001 ); other forms include more aggressive ways such as vandalism and physical aggression ( Huefner et al, 2002 ). Consumers may retaliate indirectly such that instead of engaging with brands and employees directly they tend to share their bad experiences to their family, friends, and other acquaintances aimed at sharing negative information and causing damage to the brand ( Lee et al, 2020 ).…”

Section: Introductionmentioning

confidence: 99%

Impact of brand hate on consumer well-being for technology products through the lens of stimulus organism response approach

Attiq

Hamid

Shah³

et al. 2022

Front. Psychol.

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Consumer well-being is a micromarketing concept that emphasizes on contributions of marketing activities in social welfare. The major objective of the current study is to analyze the impact of self-incongruence on brand dissatisfaction, brand hate, and consumer well-being. This study has utilized the Self-incongruity Theory and the Stimulus-Organism-Response model to test the impact of self-incongruity on anti-consumption and consumer voice behaviors, and subsequent effects on consumer well-being. Data were collected from young consumers of technology products from major cities of Pakistan. A total of 592 consumers answered a paper-and-pencil questionnaire using purposive sampling technique. The data were analyzed by partial least square structural equation modeling. The findings of this study reveal that functional and symbolic incongruity predict brand hate and dissatisfaction, which is positively related with brand retaliation. Brand retaliation is negatively related with consumer well-being. This study offers implications for product designers, marketers, advertisers and other stakeholders to improve congruence between what young consumers of technology products expect and what brands are offering to mitigate negative attitudes and behaviors and increase consumer well-being.

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“…As Klein et al (1998) published their seminal study, the effect of consumer animosity on foreign product purchases has been thoroughly documented in the literature (Abraham and Reitman, 2018;Amine et al, 2005;De Nisco et al, 2020;Funk et al, 2010;Gineikiene and Diamantopoulos, 2017;Grappi et al, 2020;Han et al, 2020;Han, 2017;Heinberg, 2017;Khan et al, 2019;Klein, 2002;Lee et al, 2020;Lee et al, 2017;Leong et al, 2008;Lin and Bruning, 2020;Papadopoulos et al, 2017;Riefler and Diamantopoulos, 2007;Russell and Russell, 2006). The central rationale of consumer animosity research is that consumers resist purchasing foreign goods because their hostile attitudes toward a particular country exceed their product quality judgments (Klein, 2002;Klein et al, 1998).…”

Section: Introductionmentioning

confidence: 99%

The impact of service category and brand positioning on consumer animosity in the service sector – a social identity signaling perspective

Fong

Chang

Hsieh

et al. 2021

JPBM

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Purpose The present research responds to researchers’ calls for more research of consumer animosity on potential boundary conditions (e.g. product categories) and marketing strategies that may mitigate such negative impacts on marketers’ product and/or brand performance, with a special focus on the soft service sector. This paper aims to address the unique characteristics of service internationalization, i.e. cultural embeddedness, hybridized country origins and high consumption visibility, by proposing a social identity signaling model to explain consumer animosity effects in the soft service sector. Design/methodology/approach Two surveys (Pretest with 240 participants and Study 1 with 351 participants) and one experiment (Study 2 with 731 participants) were conducted to empirically test our hypotheses in the Japanese-Chinese relationship context. Findings The stronger the national/cultural symbolism and social expressiveness, the stronger the consumer avoidance for the service category. Then the consumer culture positioning strategy that can mitigate an offending country’s cultural symbolism can reduce consumer avoidance. Originality/value This research introduces two factors that could affect the negative social identity signaling capacity of service categories in the animosity context: the national/cultural symbolism reflecting an offending country and the social expressiveness communicating social identity. In line with the social identity signaling perspective, the present research specifically uses consumer avoidance as the dependent variable to capture the notion that consumers avoid consuming services because they wish to avoid being associated with an offending country that may threaten their in-group social identities.

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The effects of consumer ethnocentrism and consumer animosity on perceived betrayal and negative word-of-mouth

Cited by 41 publications

References 91 publications

The Model of Domestic Product Quality Syndrome

The Model of Domestic Product Quality Syndrome

Impact of brand hate on consumer well-being for technology products through the lens of stimulus organism response approach

The impact of service category and brand positioning on consumer animosity in the service sector – a social identity signaling perspective

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