Determinants of negative word-of-mouth communication using social networking sites

Information and Management

Volumn 53, Issue 4, 2016, Pages 528-540

  Balaji, M S ^a   Khong, Kok Wei ^b   Chong, Alain Yee Loong ^a  

^a UNIVERSITY OF NOTTINGHAM NINGBO CHINA   (China)

^b The University of Nottingham Malaysia Campus   (Malaysia)

Author keywords

Negative word of mouth; Online shopping; Service failure; Social media; Social networking sites; Word of mouth

Indexed keywords

ELECTRONIC COMMERCE;

ONLINE SHOPPING; SERVICE FAILURE; SOCIAL MEDIA; SOCIAL NETWORKING SITES; WORD OF MOUTH;

SOCIAL NETWORKING (ONLINE);

EID: 84959431486     PISSN: 03787206     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.im.2015.12.002     Document Type: Article

References (97)

1. I. Ahmad Fascinating #SocialMedia Stats 2015: Facebook, Twitter, Pinterest, Google+ 2015 http://www.digitalinformationworld.com/2015/02/fascinating-social-networking-stats-2015.html (accessed 22.07.15)
2. A. Alexandrov, B. Lilly, and E. Babakus The effects of social- and self-motives on the intentions to share positive and negative word of mouth J. Acad. Mark. Sci. 41 5 2013 531 546
3. A. Alhidari, P. Iyer, and A. Paswan Personal level antecedents of eWOM and purchase intention, on social networking sites J. Custom. Behav. 14 2 2015 107 125
4. J.C. Anderson, and D.W. Gerbing Structural equation modeling in practice: a review and recommended two-step approach Psychol. Bull. 103 3 1988 411 423
5. S. Ba, and P.A. Pavlou Evidence of the effect of trust building technology in electronic markets: price premiums and buyer behavior MIS Q. 26 3 2002 243 268
6. A.A. Bailey Thiscompanysucks.com: the use of the Internet in negative consumer-to-consumer articulations J. Mark. Commun. 10 3 2004 169 182
7. M.S. Balaji, and A. Sarkar Does successful recovery mitigate failure severity? A study of the behavioral outcomes in Indian context Int. J. Emerg. Mark. 8 1 2013 65 81
8. K. Baldacci 5 Reasons Why the Social Customer is Today's Undeniable Authority 2013 http://blogs.salesforce.com/company/2013/07/the-social-customer.html (accessed 07.01.15)
9. F. Baltar, and I. Brunet Social research 2.0: virtual snowball sampling method using Facebook Internet Res. 22 1 2012 57 74
10. S. Bambauer-Sachse, and S. Mangold Brand equity dilution through negative online word-of-mouth communication J. Retail. Consum. Serv. 18 1 2011 38 45
11. S. Bambauer-Sachse, and S. Mangold Do consumers still believe what is said in online product reviews? A persuasion knowledge approach J. Retail. Consum. Serv. 20 4 2013 373 381
12. R. Berry, S. Tanford, R. Montgomery, and A. Green How we complain: the effect of personality on consumer complaint channels J. Hosp. Tour. Res. 2014 (before print)
13. J.J. Brown, and P.H. Reingen Social ties and word-of-mouth referral behavior J. Consum. Res. 14 3 1987 350 362
14. J. Brown, A.J. Broderick, and N. Lee Word of mouth communication within online communities: conceptualizing the online social network J. Interact. Mark. 21 3 2007 2 20
15. J. Cha Shopping on social networking Web sites: attitudes toward real versus virtual items J. Interact. Advert. 10 1 2009 77 93
16. Y.Y. Chan, and E.W.T. Ngai Conceptualising electronic word of mouth activity: an input-process-output perspective Mark. Intell. Plan. 29 5 2011 488 516
17. H.H. Chang, and L.H. Wu An examination of negative e-WOM adoption: brand commitment as a moderator Decis. Support Syst. 59 2014 206 218
18. H.H. Chang, Y.C. Tsai, K.H. Wong, J.W. Wang, and F.J. Cho The effects of response strategies and severity of failure on consumer attribution with regard to negative word-of-mouth Decis. Support Syst. 71 2015 48 61
19. A. Cheema, and A.M. Kaikati The effect of need for uniqueness on word of mouth J. Mark. Res. 47 3 2010 553 563
20. C.M. Cheung, and M.K. Lee What drives consumers to spread electronic word of mouth in online consumer-opinion platforms? Decis. Support Syst. 53 1 2012 218 225
21. C.M. Cheung, and D.R. Thadani The impact of electronic word-of-mouth communication: a literature analysis and integrative model Decis. Support Syst. 54 1 2012 461 470
22. S.C. Chu, and Y. Kim Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites Int. J. Advert. 30 1 2011 47 75
23. J.Y. Chung, and D. Buhalis Information needs in online social networks Inf. Technol. Tour. 10 4 2008 267 281
24. J. Clark Conceptualising social media as complaint channel Promot. Commun. 1 1 2013 105 124
25. S. Cohen, and T.A. Wills Stress, social support, and the buffering hypothesis Psychol. Bull. 98 2 1985 310 357
26. C.E. Cutrona, and D.W. Russell The provisions of social relationships and adaptation to stress Adv. Pers. Relationsh. 1 1 1987 37 67
27. T. Daugherty, and E. Hoffman eWOM and the importance of capturing consumer attention within social media J. Mark. Commun. 20 1-2 2014 82 102
28. R.L. Day Extending the concept of consumer satisfaction Adv. Consum. Res. 4 1 1977 149 154
29. A. De Bruyn, and G.L. Lilien A multi-stage model of word-of-mouth influence through viral marketing Int. J. Res. Mark. 25 3 2008 151 163
30. T. Ehring, B. Tuschen-Caffier, J. Schnülle, S. Fischer, and J.J. Gross Emotion regulation and vulnerability to depression: spontaneous versus instructed use of emotion suppression and reappraisal Emotion 10 4 2010 563 572
31. A.B. Eisingerich, H.H. Chun, Y. Liu, H.M. Jia, and S.J. Bell Why recommend a brand face-to-face but not on Facebook? How word-of-mouth on online social sites differs from traditional word-of-mouth J. Consum. Psychol. 25 2015 120 128
32. F. Faul, E. Erdfelder, A.G. Lang, and A. Buchner G∗Power 3: a flexible statistical power analysis program for the social, behavioral, and biomedical sciences Behav. Res. Methods 39 2 2007 175 191
33. L.A. Festinger A Theory of Cognitive Dissonance 1957 Stanford University Press Stanford
34. C. Fornell, and D.F. Larcker Evaluating structural equation models with unobservable variables and measurement error J. Mark. Res. 18 1 1981 375 381
35. M.S. Granovetter The strength of weak ties Am. J. Sociol. 78 6 1973 1360 1380
36. Y. Grégoire, A. Salle, and T.M. Tripp Managing social media crises with your customers: the good, the bad, and the ugly Bus. Horiz. 58 2 2014 173 182
37. J.J. Gross Emotion regulation: affective, cognitive, and social consequences Psychophysiology 39 3 2002 281 291
38. J.J. Gross, and O.P. John Individual differences in two emotion regulation processes: implications for affect, relationships, and well-being J. Pers. Soc. Psychol. 85 2 2003 348 362
39. J.F. Hair, W.C. Black, B.J. Babin, and R.E. Anderson Multivariate Data Analysis 7th ed. 2009 Prentice Hall
40. G.R. Henderson, F. Guzmán, L. Huff, and C.M. Motley The Ian's pizza tribe: reconceptualizing cross-cultural research in the digital age J. Bus. Res. 66 3 2013 283 287
41. T. Hennig-Thurau, K.P. Gwinner, G. Walsh, and D.D. Gremler Electronic word-of-mouth via consumer-opinion platforms: what motivates consumers to articulate themselves on the internet? J. Interact. Mark. 18 1 2004 38 52
42. R.L. Hess The impact of firm reputation and failure severity on customers' responses to service failures J. Serv. Mark. 22 5 2008 385 398
43. J.W. Hoelter The analysis of covariance structures goodness-of-fit indices Sociol. Methods Res. 11 3 1983 325 344
44. B. Jahn, and W. Kunz How to transform consumers into fans of your brand J. Serv. Manag. 23 3 2012 344 361
45. E. Jeong, and S.S. Jang Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations IJHM 30 2 2011 356 366
46. Y. Jin, B.F. Liu, and L.L. Austin Examining the role of social media in effective crisis management: the effects of crisis origin, information form, and source on publics' crisis responses Commun. Res. 41 1 2011 74 94
47. S. Kemp Digital, Social & Mobile Worldwide in 2015 2015 http://wearesocial.net/blog/2015/01/digital-social-mobile-worldwide-2015/ (accessed 22.07.15)
48. M.Y. Kiang, Q. Ye, Y. Hao, M. Chen, and Y. Li A service-oriented analysis of online product classification methods Decis. Support Syst. 52 1 2011 28 39
49. C. Kim, S. Kim, S. Im, and C. Shin The effect of attitude and perception on consumer complaint intentions J. Consum. Mark. 20 4 2003 352 371
50. Y.F. Kuo, S.T. Yen, and L.H. Chen Online auction service failures in Taiwan: typologies and recovery strategies Electron. Commer. Res. Appl. 10 2 2011 183 193
51. J. Lee, D.H. Park, and I. Han The effect of negative online consumer reviews on product attitude: an information processing view Electron. Commer. Res. Appl. 7 3 2008 341 352
52. Y.L. Lee, B. Sparks, and K. Butcher Service encounters and face loss: issues of failures, fairness, and context IJHM 34 2013 384 393
53. F. Li, and T.C. Du Who is talking? An ontology-based opinion leader identification framework for word-of-mouth marketing in online social blogs Decis. Support Syst. 51 1 2011 190 197
54. T.P. Liang, Y.T. Ho, Y.W. Li, and E. Turban What drives social commerce: the role of social support and relationship quality? Int. J. Electron. Commer. 16 2 2011 69 90
55. S. Liao, and C.C. Cheng Consumer evaluation of self-service innovation failure: the effect of brand equity and attribution Serv. Ind. J. 33 5 2013 467 485
56. C.H. Lien, and Y. Cao Examining WeChat users' motivations, trust, attitudes, and positive word-of-mouth: evidence from China CHB 41 2014 104 111
57. H. Lin, W. Fan, and P.Y. Chau Determinants of users' continuance of SNS: a self-regulation perspective Inf. Manag. 51 5 2014 595 603
58. M.K. Lindell, and D.J. Whitney Accounting for common method variance in cross-sectional research designs J. Appl. Psychol. 86 1 2001 114 121
59. C. Luo, X.R. Luo, L. Schatzberg, and C.L. Sia Impact of informational factors on online recommendation credibility: the moderating role of source credibility Decis. Support Syst. 56 2013 92 102
60. A.S. Mattila, and W. Cho The role of self-service technologies in restoring justice J. Bus. Res. 64 4 2011 348 355
61. S.A. Moore, L.A. Zoellner, and N. Mollenholt Are expressive suppression and cognitive reappraisal associated with stress-related symptoms? Behav. Res. Ther. 46 9 2008 993 1000
62. C. Moorman, R. Deshpande, and G. Zaltman Factors affecting trust in market research relationships J. Mark. 57 1 1993 81 101
63. S. Ng, M.E. David, and T.S. Dagger Generating positive word-of-mouth in the service experience Manag. Serv. Qual. Int. J. 21 2 2011 133 151
64. L.Y. Pan, and J.S. Chiou How much can you trust online information? Cues for perceived trustworthiness of consumer-generated online information J. Interact. Mark. 25 2 2011 67 74
65. R. Petersen 38 Surprising Facts About Trust in Social Media 2013 http://barnraisersllc.com/2013/09/surprising-facts-trust-social-media/ (accessed 26.07.15)
66. J. Pfeffer, T. Zorbach, and K.M. Carley Understanding online firestorms: negative word-of-mouth dynamics in social media networks J. Mark. Commun. 20 1-2 2014 117 128
67. P.M. Podsakoff, S.B. MacKenzie, J.Y. Lee, and N.P. Podsakoff Common method biases in behavioral research: a critical review of the literature and recommended remedies J. Appl. Psychol. 88 5 2003 879
68. D.X. Ramsey Wild Wings Café Apologizes After Patron Posts Discrimination Complaint to Facebook 2013 http://thegrio.com/2013/09/03/wild-wings-cafe-apologizes-after-patron-posts-discrimination-complaint-to-facebook/ (accessed 08.01.15)
69. M.L. Richins Negative word-of-mouth by dissatisfied consumers: a pilot study J. Mark. 47 1 1983 68 78
70. A. Roggio 3 Ways Social Media Affects Brands 2011 http://www.practicalecommerce.com/articles/3202-3-Ways-Social-Media-Affects-Brands (accessed 25.07.15)
71. G.A. Schellekens, P.W. Verlegh, and A. Smidts Language abstraction in word of mouth J. Consum. Res. 37 2 2010 207 223
72. S. Sen, and D. Lerman Why are you telling me this? An examination into negative consumer reviews on the web J. Interact. Mark. 21 4 2007 76 94
73. A.S. Sengupta, M.S. Balaji, and B.C. Krishnan How customers cope with service failure? A study of brand reputation and customer satisfaction J. Bus. Res. 68 3 2015 665 674
74. S. Smyth How Online Shopping Has Turned Us Into a Nation of Moaners: Number of Complaints About Internet Purchases Doubles to More Than 66 Million in a Year 2015 http://www.dailymail.co.uk/news/article-2945399/How-online-shopping-turned-nation-moaners-Number-complaints-internet-purchases-doubled-66million-2014.html (accessed 27.07.15)
75. J. Son, A. Sadachar, S. Manchiraju, A.M. Fiore, and L.S. Niehm Consumer adoption of online collaborative customer co-design J. Res. Interact. Mark. 6 3 2012 180 197
76. J. Sun How risky are services? An empirical investigation on the antecedents and consequences of perceived risk for hotel service IJHM 37 2014 171 179
77. H. Sun, and P. Zhang The role of moderating factors in user technology acceptance Int. J. Hum. Comput. Stud. 64 2 2006 53 78
78. Z. Tufekci, and C. Wilson Social media and the decision to participate in political protest: observations from Tahrir Square J. Commun. 62 2 2012 363 379
79. S. Valenzuela, N. Park, and K.F. Kee Is there social capital in a social network site? Facebook use and college students' life satisfaction, trust, and participation J. Comput. Mediat. Commun. 14 4 2009 875 901
80. G. Van Noort, and L.M. Willemsen Online damage control: the effects of proactive versus reactive Webcare interventions in consumer-generated and brand-generated platforms J. Interact. Mark. 26 3 2012 131 140
81. C. Veloutsou, and L. Moutinho Brand relationships through brand reputation and brand tribalism J. Bus. Res. 62 3 2009 314 322
82. T. Verhagen, A. Nauta, and F. Feldberg Negative online word-of-mouth: behavioral indicator or emotional release? CHB 29 4 2013 1430 1440
83. I.E. Vermeulen, and D. Seegers Tried and tested: the impact of online hotel reviews on consumer consideration Tour. Manag. 30 1 2009 123 127
84. L.C. Wan Culture's impact on consumer complaining responses to embarrassing service failure J. Bus. Res. 66 3 2013 298 305
85. X. Wang, C. Yu, and Y. Wei Social media peer communication and impacts on purchase intentions: a consumer socialization framework J. Interact. Mark. 26 4 2012 198 208
86. J.C. Ward, and A.L. Ostrom Complaining to the masses: the role of protest framing in customer-created complaint web sites J. Consum. Res. 33 2 2006 220 230
87. B. Weiner An attributional theory of achievement motivation and motion Psychol. Rev. 92 4 1985 548 573
88. S. Weun, S.E. Beatty, and M.A. Jones The impact of service failure severity on service recovery evaluations and post-recovery relationships J. Serv. Mark. 18 2 2004 133 146
89. J. Wolny, and C. Mueller Analysis of fashion consumers' motives to engage in electronic word-of-mouth communication through social media platforms J. Mark. Manag. 29 5-6 2013 562 583
90. C. Xu, S. Ryan, V. Prybutok, and C. Wen It is not for fun: an examination of social network site usage Inf. Manag. 49 5 2012 210 217
91. H.R. Yen, K.P. Gwinner, and W. Su The impact of customer participation and service expectation on locus attributions following service failure Int. J. Serv. Ind. Manag. 15 1 2004 7 26
92. C.W. Yoo, Y.J. Kim, and G.L. Sanders The impact of interactivity of electronic word of mouth systems and E-Quality on decision support in the context of the e-marketplace Inf. Manag. 52 4 2015 496 505
93. R.B. Zajonc Feeling and thinking: preferences need no inferences Am. Psychol. 35 2 1980 151
94. J.Q. Zhang, G. Craciun, and D. Shin When does electronic word-of-mouth matter? A study of consumer product reviews J. Bus. Res. 63 12 2010 1336 1341
95. Y. Zhang, L. Feick, and V. Mittal How males and females differ in their likelihood of transmitting negative word of mouth J. Consum. Res. 40 6 2014 1097 1108
96. J. Zhao, J. Wu, X. Feng, H. Xiong, and K. Xu Information propagation in online social networks: a tie-strength perspective Knowl. Inf. Syst. 32 3 2012 589 608
97. Z. Zhu, C. Nakata, K. Sivakumar, and D. Grewal Fix it or leave it? Customer recovery from self-service technology failures J. Retail. 89 1 2013 15 29