Opinion Leadership and Negative Word-of-Mouth Communication

2014 ◽  
pp. 36-47 ◽  
Author(s):  
Chih-Chien Wang ◽  
Pei-Hua Wang ◽  
Yolande Y. H. Yang
Keyword(s):  
Word Of Mouth ◽  
Negative Word ◽  
Opinion Leadership ◽  
Word Of Mouth Communication

An Empirical Investigation into Personal Characteristics' Effect on Choosing Complaint Channels

2019 ◽  
Vol 3 (4) ◽  
pp. 195-208
Author(s):  
Hannes Boepple ◽  
Janine Göttling ◽  
Marie-Christin Papen ◽  
Florian U. Siems
Keyword(s):  
Word Of Mouth ◽  
Empirical Investigation ◽  
Personal Characteristics ◽  
Negative Word ◽  
Channel Choice ◽  
Valuable Customer ◽  
Word Of Mouth Communication ◽  
Customer Reaction ◽  
Managerial Perspective ◽  
Selection Of

For companies, complaints are a valuable customer reaction to dissatisfaction. They enable the company to respond to customer issues to prevent them from changing supplier or spreading negative word-of-mouth communication. Previous research identified various influencing factors of complaint behaviour. However, it has been scarcely considered which aspects influence the selection of the complaint channel (e. g. telephone, social media). Therefore, a 1x2 experimental study (n = 244) was conducted. Results reveal effects of personal characteristics (aggressiveness, argumentativeness and social anxiety) on complaint channel choice. A moderating effect of failure severity was also partially found. From a managerial perspective, it is recommended to provide various complaint options. This would allow the disappointed consumer to choose an adequate complaint channel depending on his or her personality.

The strength of no-tie relationships: Political leaders’ Instagram posts and their followers’ actions and views

First Monday ◽  
2020 ◽  
Author(s):  
John Parmelee ◽  
Nataliya Roman
Keyword(s):  
Social Media ◽  
Word Of Mouth ◽  
Opinion Leadership ◽  
Tie Strength ◽  
Electronic Word Of Mouth ◽  
Political Leaders ◽  
Political Views ◽  
Word Of Mouth Communication ◽  
The Relationship

Drawing on research into electronic word-of-mouth communication, tie strength, and homophily, this study examines the actions of those who follow political leaders on Instagram as well as followers’ perceptions of the influence leaders’ posts have on their political views. The influence of leaders’ posts, as measured by a survey of followers, was also compared with strong-tie sources of opinion leadership, such as friends and family, and weak-tie sources, including co-workers and acquaintances. Findings indicate that posts from leaders whom followers usually agree with are seen as influencing followers’ views more than any other source, which is noteworthy given the nonexistent nature of the relationship. Implications for the study of tie strength on social media are also discussed.

Consumers' Responses to Negative Word-of-Mouth Communication: An Attribution Theory Perspective

2001 ◽  
Vol 11 (1) ◽  
pp. 57-73 ◽  
Author(s):  
Russell N. Laczniak ◽  
Thomas E. DeCarlo ◽  
Sridhar N. Ramaswami
Keyword(s):  
Attribution Theory ◽  
Word Of Mouth ◽  
Negative Word ◽  
Word Of Mouth Communication

Consumers’ Responses to Negative Word-of-Mouth Communication: An Attribution Theory Perspective

2001 ◽  
Vol 11 (1) ◽  
pp. 57-73 ◽  
Author(s):  
Russell N. Laczniak ◽  
Thomas E. DeCarlo ◽  
Sridhar N. Ramaswami
Keyword(s):  
Attribution Theory ◽  
Word Of Mouth ◽  
Negative Word ◽  
Word Of Mouth Communication

Understanding How Chinese Consumers Engage in Electronic Word-of-Mouth Communication (eWOM) on Social Media

2020 ◽  
Vol 10 (2) ◽  
pp. 31-42
Author(s):  
Yuan Wang
Keyword(s):  
Social Media ◽  
Word Of Mouth ◽  
Opinion Leadership ◽  
Equal Access ◽  
Social Benefits ◽  
Electronic Word Of Mouth ◽  
Chinese Consumers ◽  
Word Of Mouth Communication ◽  
Negative Feelings

Examining a sample of 510 Chinese movie consumers, this study found that social benefits, utilitarian, venting negative feelings, and entertainment are the main reasons that motivate consumers to engage in eWOM activities. In addition, though social media offers consumers an equal access to participate in eWOM communication, people with higher opinion leadership can make better use of ICTs. They showed stronger trust on eWOM information, more willing to seek for and contribute eWOM content, and gratifying more from participating in eWOM activities on social media.

scholarly journals PHENOMENOLOGICAL APPROACH TO THE WORD-OF-MOUTH COMMUNICATION IN PRE AND POST TRIP: A STUDY ON INDONESIAN TOURIST VISITED THAILAND

2009 ◽  
Vol 8 (2) ◽  
Author(s):  
A. Haryo Perwito
Keyword(s):  
Qualitative Analysis ◽  
Word Of Mouth ◽  
Phenomenological Approach ◽  
Negative Word ◽  
Tourist Destination ◽  
Minimum Information ◽  
Word Of Mouth Communication

Satisfied and dissatisfied consumers will create positive or negative Word-of-Mouth communication about their experience on product. This research focuses on Indonesian tourists visiting Thailand, with the objectives, first, to explore the pre-trip information about Thailand as a tourist destination and about its attractions. The second is to explore the post-trip information that the Indonesian tourists would say through Word-of-Mouth communication about Thailand as a tourist destination and its attractions. Interview and observation are used to get the data, and the qualitative analysis with phenomenological approach is used to get the interpretive themes of the received and potential spread-out information. The findings indicated the Indonesia tourists have received minimum information about Thailand and about its attractions. During their trip, beside encountered many disappointment or dissatisfaction reality, they also have got good experiences and views which are followed by admirations. Those experiences will be told to their friends and relatives. It also shown that although they were not satisfied, they still have willingness to revisit and recommend selectively to their friends an relative.

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