A negative or positive signal? The impact of food recalls on negative word-of-mouth (N-WOM)

2021 ◽  
Vol 47 ◽  
pp. 150-158
Author(s):  
Soobin Seo ◽  
SooCheong (Shawn) Jang
Keyword(s):  
Word Of Mouth ◽  
Negative Word ◽  
Positive Signal ◽  
Food Recalls ◽  
The Impact

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.

Effects of CSR Messages on Apparel Consumers’ Word-of-Mouth: Perceived Corporate Hypocrisy as a Mediator

2021 ◽  
pp. 0887302X2110559
Author(s):  
Gargi Bhaduri ◽  
Sojin Jung ◽  
Jung E. Ha-Brookshire
Keyword(s):  
Experimental Study ◽  
Corporate Social Responsibility ◽  
Word Of Mouth ◽  
Corporate Sustainability ◽  
Negative Word ◽  
Injunctive Norm ◽  
The Difference ◽  
Corporate Social ◽  
The Impact ◽  
The Relationship

This study focused on understanding how (mis)match between a company's corporate social responsibility claims as indicated in their mission and the activities it actually undertakes to meet its CSR goals leads to consumers’ corporate hypocrisy and how consumers’ CSR-CA beliefs moderate the relationship between the two. Using the Moral Responsibility Theory of Corporate Sustainability as a framework, this research analyzed the difference in corporate hypocrisy between consumers with high versus low CSR-CA tradeoff beliefs. In addition, we examined the impact of consumers’ corporate hypocrisy on their negative word-of-mouth intention and how participants’ injunctive norm impacts the relationship between the two. A sample of 538 adult US consumers were recruited for an online experimental study. The study extends the findings of MCRS and also provides implications for apparel businesses.

The impact of affective and cognitive antecedents on negative word-of-mouth intentions

2016 ◽  
Vol 26 (4) ◽  
pp. 418-434 ◽  
Author(s):  
Daniela Dalzotto ◽  
Kenny Basso ◽  
Carlos Costa ◽  
Henrique Webber Baseggio
Keyword(s):  
Word Of Mouth ◽  
Negative Word ◽  
The Impact

scholarly journals The Influence Mechanism of Reputation Information on the Formation of Safety Trust in Chinese Infant Milk Powder

Healthcare ◽  
2020 ◽  
Vol 8 (2) ◽  
pp. 138
Author(s):  
Yanan Cao ◽  
Cuixia Li
Keyword(s):  
Word Of Mouth ◽  
Milk Powder ◽  
Negative Word ◽  
Positive Word ◽  
Relationship Strength ◽  
Starting Point ◽  
Infant Milk Powder ◽  
News Effect ◽  
Positive Word Of Mouth ◽  
The Impact

Infant milk powder has always been one of the food categories most sensitive to safety reputation information. The safety reputation of Chinese infant milk powder has been seriously damaged due to the occurrence of safety accidents and the resulting consumers’ still-unrestored confidence is an important factor which restricts the dairy industry revitalization. Therefore, this paper analyzes the impact of reputation information on the formation of safety trust in Chinese infant milk powder, taking reputation information transmission as the starting point and consumer psychological perception as the researching perspective. A questionnaire survey was conducted and 685 valid questionnaires were collected. The structural equation model is adopted to verify the theoretical model and corresponding research hypothesis that reputation information affects the safety trust of Chinese infant milk powder. The reputation information transmitted between relatives and friends has a stronger effect on the formation of safety trust in Chinese infant milk powder than the media. The degree of media pursuit of “news effect” and negative word-of-mouth have a significant negative impact on the formation of safety trust in Chinese infant milk powder, while reputation quality, positive word-of-mouth and relationship strength have a significant positive impact on that. The quality of word-of-mouth perceived by consumers from highly involvement group, rational group, urban group and high-educated group has a stronger influence on the formation of safety trust. The degree of media pursuit of “news effect”, positive word-of-mouth, negative word-of-mouth and relationship strength perceived by consumers from low involvement group, emotional group, rural group and low-educated group have stronger influence on the formation of safety trust.

Risking the self: the impact of self-esteem on negative word-of-mouth behavior

2018 ◽  
Vol 29 (1) ◽  
pp. 101-113 ◽  
Author(s):  
Matthew Philp ◽  
Martin A. Pyle ◽  
Laurence Ashworth
Keyword(s):  
Word Of Mouth ◽  
Self Esteem ◽  
Negative Word ◽  
The Self ◽  
The Impact

scholarly journals Can negative word-of-mouth have any impact on brand sustainability?

2021 ◽  
pp. 212-224
Author(s):  
Lukas Kakalejcik ◽  
Richard Fedorko ◽  
Beata Gavurova ◽  
Radovan Bacik
Keyword(s):  
Word Of Mouth ◽  
Negative Word ◽  
Product Reviews ◽  
Case Scenario ◽  
Bottom Line ◽  
Worst Case ◽  
Negative Experience ◽  
Positive Word Of Mouth ◽  
The Impact

Companies invest large amounts of funds to support their image as an incentive to make customers purchase the company's products. This paper's main objective is to estimate the impact of negative word-of-mouth on brand/product sustainability. As word-of-mouth represents customers' conversation regarding the quality of the company's products, the customer's voice is often analyzed to avoid negative experience outreach. History has carried several cases in which outreach could endanger a company's bottom line or even existence. The purpose of our study was to find out if this assumption could be supported. Approximately 100000 product reviews were collected in six selected categories in the Slovak market. The quantity of positive and negative word-of-mouth (PWOM/NWOM) was analyzed. It was found that there are approximately 15 times more positive reviews than negative ones. Based on previous studies' results, worst- and best-case scenarios were modeled to determine the possible impact of both PWOM and NWOM. It was found that in both cases, the direct reach of PWOM is higher than that of NWOM. On average, in the worst-case scenario, the reach of PWOM is 3.93 times higher than the reach of NWOM. In the best-case scenario, the reach of PWOM is 8.85 times higher than the reach of NWOM. According to the results, brand managers should focus on getting more positive reviews and thus positive word-of-mouth as it may have a stronger effect on the brand's sustainability. In other words, getting more ambassadors from the pool of customers satisfied with the brand might seem a reasonable strategy to avoid the potential danger from customers who were not satisfied with the products and willing to spread the word about their dissatisfaction.

The asymmetric impact of other-blame regret versus self-blame regret on negative word of mouth

2017 ◽  
Vol 51 (11/12) ◽  
pp. 1799-1816 ◽  
Author(s):  
Ruijuan Wu ◽  
Cheng Lu Wang
Keyword(s):  
Boundary Conditions ◽  
Word Of Mouth ◽  
Business Environment ◽  
Negative Word ◽  
Content Type ◽  
Self Blame ◽  
Return Policy ◽  
Other Blame ◽  
The Impact ◽  
The Relationship

Purpose This study aims to distinguish two regret conditions, other-blame regret (O-regret) and self-blame regret (S-regret), and investigate the underlying mechanism and boundary conditions of the relationship between regret and negative word of mouth (NWOM). Design/methodology/approach Four experiments and one survey study test hypotheses regarding how O-regret and S-regret influence NWOM through mediating mechanism of anger and sadness and how the impact of regret on NWOM is moderated by boundary conditions. Findings The results show that consumers who experience O-regret transmit more NWOM than those who experience S-regret. Anger is a dominant emotion when consumers experience O-regret and mediates the impact of regret on NWOM, and sadness is a dominant emotion when consumers experience S-regret and mediates the impact of regret on NWOM. In addition, purchased price (full vs discount price), regret context (private vs public context) and return policy (strict vs lenient policy) are found to moderate the effect of regret on NWOM. Research limitations/implications This study was conducted in China, which has a unique business environment that may differ from other countries. Therefore, this research opens a new avenue to further examine such a phenomenon in countries where a more lenient return policy is a standard business practice. Cross-nation studies comparing how different return policies and other business environment conditions are warranted in future research. Practical implications The study provides several insights for marketers considering the management of NWOM by understanding consumer O-regret and S-regret in either online or offline retailing situations. Originality/value This paper contributes to the extant literature by distinguishing different outcome regrets. The theoretical conceptualization and empirical findings shed further lights on the relationship between regret and other negative emotions and how O-regret and S-regret lead to different impacts on NWOM through different paths of mediation mechanism.

scholarly journals Negative Word-of-Mouth: Exploring the Impact of Adverse Messages on Consumers’ Reactions on Facebook

2017 ◽  
Vol 10 (2) ◽  
pp. 157-173 ◽  
Author(s):  
Ana Raluca Chiosa ◽  
Bogdan Anastasiei
Keyword(s):  
Social Media ◽  
Word Of Mouth ◽  
Brand Image ◽  
Purchase Intentions ◽  
Negative Word ◽  
Negative Events ◽  
Brand Perception ◽  
Negative Messages ◽  
The Impact ◽  
Brand Hate

AbstractNowadays, with the major role that social media is playing in our life, people have found an easy way to utter negative word-of-mouth (NWOM). A self-administrated questionnaire with a visual stimulus was used to collect data from 108 Romanian Facebook users, between the ages of 18 and 26 years. This research aimed to determine the impact of adverse messages on brand attitude and a series of others consumer reactions.The results indicate that negative messages may change brand perception and generate negative word-of-mouth, with significant impact on future purchase intentions. They also indicate that identity avoidance is a more relevant electronic word-of-mouth (eWOM) antecedent than negative emotions, strongly and positively influencing brand hate. The findings show that negative events or actions can seriously affect consumer behavior, triggering brand rejection that eventually may translate into brand image deterioration and sales decline.

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