Negative word of mouth intentions during self-service technology failures: The mediating role of regret

2016 ◽  
Vol 8 (1) ◽  
pp. 41-55 ◽  
Author(s):  
Seo Young Kim
Keyword(s):  
Word Of Mouth ◽  
Negative Word ◽  
Mediating Role ◽  
Self Service ◽  
Self Service Technology

EXPRESS: Religious Belief, Religious Priming, and Negative Word-of-Mouth in Everyday Service Failure Encounters

2021 ◽  
pp. 002224372110111
Author(s):  
Riza Casidy ◽  
Adam Duhachek ◽  
Vishal Singh ◽  
Ali Tamaddoni
Keyword(s):  
Social Exchange ◽  
Religious Belief ◽  
Word Of Mouth ◽  
Service Failure ◽  
Online Reviews ◽  
Negative Word ◽  
Mediating Role ◽  
Fairness Norms ◽  
Strategic Variable

This research examines the effects of religious belief and religious priming on negative word-of-mouth (NWOM) behavior. Drawing on social exchange and norm paradigms, we theorize and find evidence of the unique effects of religious belief and religious priming on NWOM in everyday service failure encounters. Specifically, we find that religious belief is associated with higher NWOM, driven by a greater sensitivity to violations of fairness norms, which in turn reduces forgiveness. However, exposure to religious priming attenuates NWOM among more religious consumers by reducing sensitivity to violations of fairness norms, which in turn enhances forgiveness. A field study involving over 1.2 million online reviews of actual restaurant experiences, in addition to four lab studies, provides support for our theorized effects. Our study sheds light on the religion–forgiveness discrepancy by establishing the mediating role of sensitivity to fairness violations on the relationship between religion and forgiveness in the NWOM context. Further, our results demonstrate the importance of religion as a strategic variable in the management of service failure experiences, providing theoretical implications for the literature on the effects of religion on consumer behavior.

Consumer responses to the failure of self-service banking technology: moderating role of failure stability

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nedra Bahri Ammari ◽  
Abir Hsouna ◽  
Mounia Benabdallah ◽  
Anish Yousaf ◽  
Abhishek Mishra
Keyword(s):  
Word Of Mouth ◽  
Positive Impact ◽  
Negative Word ◽  
The Self ◽  
Content Type ◽  
Consumer Dissatisfaction ◽  
Self Service ◽  
The Stability ◽  
Self Service Technology ◽  
The Impact

PurposeThe purpose of this study is to investigate the impact of dissatisfaction and anger, driven by the failure of the self-service technology of banks, on customers' post-purchase behavioural reactions, such as complaints, negative word-of-mouth (NWOM) and supplier change. The stability of the failure is proposed to moderate these relationships.Design/methodology/approachThe proposed research model was tested through data collected from an online survey of a Tunisian sample of 300 respondents, using the scenario method.FindingsThe study validates the positive impact of dissatisfaction on anger and negative word-of-mouth, as well as that of anger on complaint behaviour and negative word-of-mouth. The relation between dissatisfaction and negative word-of-mouth is mediated by anger. When the failure is stable, dissatisfied users of the self-service technology seek to enhance their negative word-of-mouth and supplier change. The results also show that the stability of the failure enhances the effect of anger on complaint behaviour.Practical implicationsBanks should invest efforts to accelerate the recovery of services to reduce consumer dissatisfaction and anger and prevent adverse behavioural outcomes. Further, they need to ensure that failures are not repeated, as failure stability activates some otherwise non-significant behavioural outcomes, like supplier change.Originality/valuePrevious works have focused on the impact of dissatisfaction and negative emotions for interpersonal services, but very few works have come to associate dissatisfaction, anger, complaint, negative word-of-mouth and supplier change in an integrative framework for an self-service technology failure.

scholarly journals How does an Intelligence Chatbot Affect Customers Compared with Self-Service Technology for Sustainable Services?

2020 ◽  
Vol 12 (12) ◽  
pp. 5119 ◽  
Author(s):  
Taehyee Um ◽  
Taekyung Kim ◽  
Namho Chung
Keyword(s):  
Word Of Mouth ◽  
Service Failure ◽  
Service Innovation ◽  
Negative Word ◽  
Competitive Advantages ◽  
Communication Interface ◽  
Service Failures ◽  
Self Service ◽  
Sustainable Services ◽  
Self Service Technology

To gain competitive advantages and sustainable service innovation, hotels are considering artificial intelligence technologies (AI), including robots, kiosks for service automation and chatbots. However, due to the change of the service process and unfamiliar communication interface, hotel customers may have difficulties in adopting the new change. In this paper, we tried to find out if the failure of AI-based services would affect customers’ perception. For this, we designed the experiment by separating AI (i.e., chatbot) services and self-service technology (SST, i.e., pad) services and service failures and successful cases, respectively. As a result, SST showed more positive perceptions and revisit intention in the successful service situation. The service failure situation showed no differences between chatbot and SST. In addition, novelty and the need for interaction characteristics of customers showed significant differences between groups in terms of service success and failure, respectively. Additionally, we explored negative word-of-mouth (WOM) to learn further effects by service failures and successes.

Search effort and retail outcomes: the mediating role of search disconfirmation

2018 ◽  
Vol 35 (7) ◽  
pp. 698-708 ◽  
Author(s):  
Stephanie Gillison ◽  
Kristy Reynolds
Keyword(s):  
Design Methodology ◽  
Word Of Mouth ◽  
Negative Word ◽  
Content Type ◽  
Search Effort ◽  
Mediating Role ◽  
Managerial Implications ◽  
Survey Results ◽  
The Relationship

PurposeThe purpose of this paper is to investigate how shoppers’ expectations regarding the amount of search and disconfirmation of these search expectations affect outcomes of the shopping trip.Design/methodology/approachA survey of shoppers is used to test the proposed hypotheses.FindingsSurvey results indicate that search disconfirmation is conceptually distinct from but related to search effort and search regret. The results show that negative search disconfirmation mediates the relationship between search effort and shopper satisfaction, hedonic and utilitarian shopping value, choice confidence, search regret and negative word-of-mouth intent.Originality/valueThe findings underscore that search effort itself is not negative for shoppers. However, when search effort is perceived as excessive compared to shoppers’ expectations, negative retail outcomes can occur. Theoretical and managerial implications are discussed.

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