The effects of outward and inward negative emotions on consumers’ desire for revenge and negative word of mouth

2019 ◽  
Vol 43 (5) ◽  
pp. 818-841
Author(s):  
Chih Wen-Hai ◽  
Chien-Yun Yuan ◽  
Ming-Te Liu ◽  
Jiann-Fa Fang
Keyword(s):  
Structural Equation ◽  
Word Of Mouth ◽  
Negative Emotion ◽  
Negative Emotions ◽  
Negative Word ◽  
Equation Modeling ◽  
Content Type ◽  
Positive Effects ◽  
Revenge Plays ◽  
Positive Effect

Purpose All previous research seldom considered the proliferation process from the perspective of consumers or from a negative perspective to examine the desire for revenge and negative word of mouth (WOM) caused by deficiencies in innovative products. The purpose of this paper is to investigate consumers’ subsequent behaviors after they have outward and inward negative emotions such as anger and regret. The objective of this study is to explore the different effects of customers’ anger and regret on desire for revenge and negative WOM. Design/methodology/approach This research uses structural equation modeling to analyze 226 samples. Findings The results showed that regret has significant and positive effects on desire for revenge and negative WOM but anger has only a significant and positive effect on desire for revenge. Moreover, desire for revenge has a significant and positive effect on negative WOM. In addition, the desire for revenge plays a crucial mediator between anger and negative WOM as well as regret and negative WOM. Practical implications Corporations can use tangled emotions among consumers to predict the development of the desire for revenge and immediately implement remedies for deficiencies to prevent consumers from developing the desire for revenge and spreading negative WOM regarding the corporation or product, or engaging in other revenge behaviors. Corporations can easily detect and prevent the path between anger and revenge behaviors simply based on the desire for revenge. In contrast to the outward negative behavior that is anger, regret is implicit and internal. Originality/value This study explored two negative emotions of affect (anger and regret) based on affection and conation/action of the tricomponent attitude model and their different effects on consumers’ revenge behaviors such as desire for revenge and negative WOM. The contributions of this research are to clarify the different relationships between outward negative emotion (anger) and desire for revenge/negative WOM as well as inward negative emotion (regret) and desire for revenge/negative WOM.

Motivations of guests contributing sWOM on social media: a case in Vietnam

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Le Thi Thanh Ha ◽  
Vo Thanh Thu
Keyword(s):  
Social Media ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Opinion Leadership ◽  
Equation Modeling ◽  
Future Research ◽  
Content Type ◽  
Positive Effects ◽  
Marketing Managers ◽  
Restaurant Managers

PurposeThis paper examines whether guests contribute sWOM (social word of mouth) on different SNSs (social networking sites) regarding various personal motivations. SNSs have changed the way guests eat and experience their food and dishes. Marketing managers have effectively targeted SNSs as a marketing tool, yet have little research about drivers of guests' sWOM contribution on SNSs has been done. A model including the significant motives: (1) experiences, (2) opinion leadership, (3) reflection of self and (4) need for unique is tested to investigate their positive effects on contribution behavior of social media guests.Design/methodology/approachThe data collected from 411 guests by using the snowball method was used for analysis. The structural equation modeling was applied to examine the relationships among the constructs and test the eight proposed hypotheses.FindingsResults reveal that experiences, opinion leadership, reflection of self and need for unique were positively associated with contributing sWOM of restaurants. Furthermore, those who have positive experiences tend to be opinion leadership and reflection of self. And guests who show reflection of self, they are more likely to have opinion leaders and show need for uniqueness. Our study expands the existing frameworks of sWOM contribution by identifying various motivations and labeling sWOM. Findings provide restaurant managers with managerial implications for online marketing strategies on SNSs to attract sWOM contribution among guests.Research limitations/implicationsIt has some limitations while discovering the motivations of positive sWOM contribution. First, we only focused on the motivation of contributing positive sWOM, while negative sWOM received many arguments in changing attitudes toward buying products or services. Second, we collected data in Vietnam only without comparing with different countries. Future research could explore further cross-cultural perspectives to fill the gap. Third, this study explored sWOM contribution in service environment, sWOM contribution from service context may be slightly different from those of product brands.Practical implicationsThese findings highlight the motivations of sWOM contribution that restaurant managers must recognize and make use of it. SNSs have given power to consumers to post everything at anytime and anywhere they like, therefore restaurant managers need to deeply understand why their consumers contribute sWOM. In digital era, customers and guests have become the ultimate tools for promoting product or service brands. The marketing managers should create an online platform in order to facilitate their consumers to discuss their brand frequently (Charu et al., 2018). Restaurants should have policies to push positive eWOM maximally and also reduce advertising costs.Originality/valueThis is one of the first studies on sWOM contribution of what motivate guests to contribute their sWOM on SNSs. Theoretically, this study offers deep insights into the links between various motivations and sWOM in foodservice context. Managerially, understanding these motivations allow marketing managers create effective policies that motivate guests to contribute positive word of mouth.

Do service firm employee and customer relations matter for customer forgiveness in service recovery?

2019 ◽  
Vol 31 (4) ◽  
pp. 1216-1232 ◽  
Author(s):  
Lakhi Muhammad ◽  
Gul-e-Rana Gul-e-Rana
Keyword(s):  
Social Capital ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Customer Relations ◽  
Service Recovery ◽  
Negative Word ◽  
Equation Modeling ◽  
Content Type ◽  
Service Firm ◽  
Cognitive Social Capital

PurposeCustomer forgiveness is gaining importance in service recovery. This study debates that service firm employees and the customers’ relations are supportive resources for the customer while deciding for forgiveness. Accordingly, the purpose of this paper is to test the effects of structural, relational and cognitive social capital on customer forgiveness and thereof the effects of customer forgiveness on negative word of mouth and repatronage intentions.Design/methodology/approachPartial least squares–structural equation modeling was employed to test the hypothesized relations on usable data from 428 banking customers who registered their complaint recently.FindingsResults show that structural, relational and cognitive social capital explained a unique variance in customer forgiveness with significant positive influence, whereas customer forgiveness has a significant positive effect on repatronage intentions and a significant negative influence on negative word of mouth.Originality/valueCustomer forgiveness is a convincing idea in service recovery. This study proposed and empirically verified that social capital in relations of service firm employee and customer relations is important for customer forgiveness to minimize negative word of mouth and enhance repatronage intentions.

A riposte to ostracism and tolerance to workplace incivility: a generational perspective

2018 ◽  
Vol 47 (2) ◽  
pp. 441-457 ◽  
Author(s):  
A. Mohammed Abubakar ◽  
Taraneh Foroutan Yazdian ◽  
Elaheh Behravesh
Keyword(s):  
Baby Boomers ◽  
Structural Equation ◽  
Negative Emotion ◽  
Negative Emotions ◽  
Equation Modeling ◽  
Content Type ◽  
Workplace Ostracism ◽  
Workplace Mistreatment ◽  
The Impact ◽  
Relevant Factors

Purpose Workplace mistreatment and aggression have become pressing issues in today’s multi-generational workplace. Yet, to date, the issue of investigating the impacts of passive and active types of mistreatment simultaneously on different generations has been widely neglected in the management literature. The purpose of this paper is to empirically explore the resultant effects of active (i.e. workplace tolerance to incivility) and passive (i.e. workplace ostracism) mistreatments on negative emotion and intention to sabotage, a generational perspective. Design/methodology/approach Data were garnered from bank employees in Nigeria (n=320) and analyzed with the aid of a structural equation modeling technique. Findings The data reveal that active and passive workplace mistreatments are relevant factors inflicting negative emotions and intention to sabotage, and negative emotions inflict the intention to sabotage. Furthermore, the impact of passive workplace mistreatment on negative emotion is higher among Generations X and Y cohorts, and its impact on the intention to sabotage is higher among Baby Boomers cohorts. The impact of active workplace mistreatment on negative emotion is higher among Generation Y and Baby Boomers cohorts, and its impact on the intention to sabotage is higher among Generations X and Y cohorts. Originality/value This paper advances our knowledge concerning the reactional response of employees to workplace mistreatment generation wise. Based on the study findings, theoretical and practical implications are identified and discussed.

Green purchase intention

2019 ◽  
Vol 11 (6) ◽  
pp. 1389-1403 ◽  
Author(s):  
Alireza Naalchi Kashi
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Environmental Concern ◽  
Negative Emotion ◽  
Negative Emotions ◽  
Equation Modeling ◽  
Environmental Concerns ◽  
Green Products ◽  
Content Type ◽  
Meaningful Relationship

Purpose The purpose of this study is to focus on what factors and variables affect the consumers’ intention to purchase green products and lead them to prefer green ecologic products to other products and choose to buy them. Design/methodology/approach For this purpose, a total of 450 students from the Islamic Azad University of Yazd took part in this survey. The research method was applied in terms of purpose and in terms of analysis, it was of the scaling type. The data collection tool and sampling for the questionnaire were done randomly and to determine the sample, the Cochran formula was used. This study used the SPSS software to analyze the descriptive statistics (demographical factors) and through the software LISREL, the connection between the variables was investigated by structural equation modeling. Findings The results indicated that environmental beliefs affect environmental concern and there must be a meaningful relationship between them. Also, the increase in environmental concern leads to an increase in the attitude to consuming green products, and finally, an increase in the consumers’ demand for purchasing green products. Furthermore, an increase in environmental concerns also increases positive emotions, which, in turn, increases the consumers’ will to purchase green products. Finally, there is a meaningful relationship between environmental concerns and negative emotion while there is no significant relation between was reported between negative emotions and the will to purchase. Research limitations/implications The tested model now uses purchase intention as a result variable instead of real purchase, and in practice, it will be difficult to develop a research framework in controlled real behavior. Originality/value Investigating the role of positive and negative emotions on the intention of purchasing green products helps marketing managers up to by correct identifying consumers’ emotions can designing appropriate strategies for encouraging them to use green products.

scholarly journals The offline spill-over of signing online petitions against companies

2017 ◽  
Vol 30 (4) ◽  
pp. 969-990 ◽  
Author(s):  
Paolo Antonetti ◽  
Danae Manika
Keyword(s):  
Structural Equation ◽  
Word Of Mouth ◽  
Negative Word ◽  
Equation Modeling ◽  
Cross Sectional ◽  
Content Type ◽  
Corporate Behavior ◽  
Irresponsible Behavior ◽  
The People ◽  
Dual Pathway

Purpose The purpose of this paper is to examine cognitive, emotional, and behavioral reactions caused by online petition campaigns against cases of perceived corporate malpractice, while also contributing to the ongoing debate over the spill-over effects of online activism to offline contexts. A dual pathway model is advanced based on the individual’s motivation to help the people affected by irresponsible corporate behavior and punish the deviant corporation. Design/methodology/approach Two studies (USA and UK) are used to gather cross-sectional and longitudinal data, which are analyzed using structural equation modeling. Findings Online petition campaigns relying on the display of victims affected by irresponsible behavior trigger feelings of compassion and anger. While the former leads to campaign support motivated by a desire to help, the latter causes intentions to punish. Intentions to support the petition resulting from this dual pathway influence the actual signing of the petition online and self-reported offline negative word of mouth against the company. Social implications Both identified pathways should be activated by online petition campaigns to increase online support and spreading offline negative word of mouth. To do so, such campaigns need to increase perceptions of unfairness and victim’s similarity, and likeability. Originality/value Scant research has examined the psychological processes that explain the effectiveness of online petition campaigns against businesses and the motivations to sign an online petition and engage in subsequent offline behavior. Implications for businesses are also discussed.

The antecedents and consequences of the perceived positive eWOM review credibility

2020 ◽  
Vol 120 (6) ◽  
pp. 1217-1243 ◽  
Author(s):  
Wen-Hai Chih ◽  
Li-Chun Hsu ◽  
Jaime Ortiz
Keyword(s):  
Structural Equation ◽  
Design Methodology ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
Tie Strength ◽  
Content Type ◽  
Proposed Model ◽  
Antecedents And Consequences ◽  
One Year ◽  
Positive Effect

PurposeThis study explores the effects of interpersonal determinants (tie strength and homophily) and informational determinants (source trustworthiness and customer endorsement) on perceived positive electronic word-of-mouth (eWOM) review credibility (PPERC), which subsequently affects attitude toward the product (ATP), attitude toward the Fan Page (ATFP), and eWOM review adoption (ERA) based on the cognition-affection-behavior (CAB) model.Design/methodology/approachThe research sample consists of 402 subjects who used the Fan Page of Fashion Guide for more than one year. This research adopts a Structural Equation Modeling (SEM) to test the proposed model, which shows a good fit.FindingsThe results indicate that tie strength, homophily, source trustworthiness and customer endorsement each have a significant and positive effect on PPERC, respectively. In addition, homophily has a significant and positive effect on the strength and source trustworthiness. Furthermore, the results reveal that PPERC has a significant and positive effect on ATP, ATFP and ERA.Originality/valueThis study contributes to the literature by integrating multi perspectives and factors from informational determinants and interpersonal determinants. In addition, this study proposes that these determinants affect ERA via PPERC and dual attitudes (ATP and ATFP).

scholarly journals The effects of emotional labor on work engagement and boundary spanner creativity

2017 ◽  
Vol 11 (2) ◽  
pp. 214-232 ◽  
Author(s):  
Jaewon Yoo ◽  
Jicheol Jeong
Keyword(s):  
Corporate Culture ◽  
Work Engagement ◽  
Emotional Labor ◽  
Structural Equation ◽  
Equation Modeling ◽  
Boundary Spanner ◽  
Content Type ◽  
Positive Effects ◽  
The Relationship ◽  
Positive Effect

PurposeThis paper aims to examine the effect of employees’ emotional labor on work engagement and boundary-spanner creativity based on the job demands-resources model from the perspective of salespeople. Design/methodology/approachTo analyze the data, a confirmatory factor analysis and structural equation modeling procedure using LISREL 8.5 were used. Next, the conditional process modeling was fitted to test the moderated mediation hypotheses. FindingsThe analysis results showed that deep acting has a positive effect on work engagement, whereas surface acting has a negative effect, indicating that work engagement of sales representatives is differently related to each factor of emotional labor. Second, work engagement of salespeople has a positive effect on boundary spanner creativity. Next, entrepreneurship has a moderate effect in the relationship between emotional labor and work engagement with customer stewardship and has a positive moderating effect in the relationship between work engagement and boundary spanner creativity. Practical implicationsConsidering the positive effect of boundary spanner creativity on work engagement, it is important to maintain interaction with customers, including adaptive behaviors and customer orientation, as customers’ demand increases. The individual competence and capability of salespeople such as entrepreneurship are directly related to interaction with customers, so when the right strategy is defined for each type of entrepreneurship of salespeople, it will create a positive corporate culture and lead to performance improvement. Originality/valueCompared with most studies, more direct factors of emotional labor were assessed to detect positive effects in this study. More specifically, when salespeople were forced to fake their feelings, they were more likely to recognize stress or burnout due to emotional dissonance between what they really felt and what they had to express to comply with organizational regulations.

The consumers’ commitment and materialism on Islamic banking: the role of religiosity

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Junaidi Junaidi ◽  
Ready Wicaksono ◽  
Hamka Hamka
Keyword(s):  
Structural Equation ◽  
Survey Study ◽  
Equation Modeling ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Content Type ◽  
Positive Effects ◽  
Islamic Bank ◽  
Muslim People ◽  
The Impact

Purpose This paper aims to investigate whether and how religiosity (e.g. extrinsic and intrinsic) influences the mediator variables (consumers’ commitment and materialism) in the Islamic bank consumers context. It also examines how the mediators should be influence consumers’ preferences. Design/methodology/approach In total, 658 Muslim people and Islamic bank consumers were recruited for a survey study and structural equation modeling was used to test the research hypotheses. Findings The empirical results indicate that religiosity (e.g. extrinsic and intrinsic) has significant and positive effects on consumers’ commitment and materialism, whereas intrinsic religiosity has no significant effect on consumers’ commitment which subsequently influences consumers’ preference. Furthermore, mediator variables (e.g. consumers’ commitment and consumers’ materialism) have partial mediators between religiosity and consumers’ preferences. Research limitations/implications The current study was limited to Indonesian Muslim people; there is a future need to study consumers’ attitudes and engagement in religious products and services (e.g. Islamic brands). It is can help practitioners, regulators and researchers to observe the dynamic behavior to elaborate on the impact of religion and Islamic products on consumers’ preference. Practical implications The bank managers and regulators should enhance the information of products and services Islamic banks and the difference principle between conventional banks. Moreover, enlighten the consumers about the principle operation of Islamic banks from the perspective of marketing and religiosity. Originality/value This study contributes to consumers’ behavior literature and, specifically, for the decision-making process through developing and testing a model of religious determinants toward Islamic bank products, as well as offers new insights into the determinants of religion and consumers’ decision process toward Islamic banking.

Should I suggest this YouTube clip? The impact of UGC source credibility on eWOM and purchase intention

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mazzini Muda ◽  
Muhammad Iskandar Hamzah
Keyword(s):  
Social Media ◽  
Structural Equation Modeling ◽  
Purchase Intention ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Source Credibility ◽  
Equation Modeling ◽  
Content Type ◽  
The Social ◽  
The Impact

PurposeIn spite of the increasing organic and interactive marketing activities over social media, a general understanding of the source credibility of voluntary user-generated content (UGC) is still limited. In line with the social identity theory, this paper examines the effects of consumers' perceived source credibility of UGC in YouTube videos on their attitudes and behavioral intentions. Additionally, source homophily theory is included to predict the antecedent of source credibility.Design/methodology/approachThree hundred and seventy two Generation Y respondents were interviewed using snowball sampling. Data were analyzed with component-based structural equation modeling technique of partial least squares-structural equation modeling (PLS-SEM).FindingsFindings confirmed that perceived source credibility indirectly affects purchase intention (PI) and electronic word-of-mouth via attitude toward UGC. Besides, perceived source credibility mediates the effect of perceived source homophily on attitude toward UGC.Practical implicationsSince today's consumers have begun to trust and rely more on UGC than company-generated content on social media when making purchase decisions, companies may reconsider democratizing certain aspects of their branding strategies. Firms may fine-tune their marketing communication budgets – not only just by sponsoring public figures and celebrities but also by nurturing coproductive engagements with independent content creators who are ordinary consumers. Endowed with their imposing credibility, these micro-influencers and prosumers have high potentials to be uplifted to brand ambassadors.Originality/valueWhile consumers' purchase outcome can be measured easily using metrics and analytics, the roles of source homophily in stages leading up to the purchase is still elusive. Drawing on the rich theoretical basis of source homophily may help researchers to understand not only how credibility and attitude are related to PI but also how this nexus generates positive word of mouth among UGC followers within the social media circles.

E-retailer cognitive and emotional relationship quality: their experiential antecedents and differential impact on brand evangelism

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ibrahim Al Nawas ◽  
Shadi Altarifi ◽  
Nabil Ghantous
Keyword(s):  
Relationship Quality ◽  
Social Presence ◽  
Structural Equation ◽  
Online Survey ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
Growth Strategies ◽  
Content Type ◽  
The Difference ◽  
Brand Evangelism

PurposeLimited knowledge exists on the difference in the antecedents and outcomes of relationship quality's cognitive and emotional aspects for e-retailers. This research tests how utilitarian and hedonic shopping values differentially affect “cognitive and emotional” relationship quality components and how the latter differentially affects word-of-mouth and brand evangelism.Design/methodology/approachOnline survey data were collected from 450 Jordanian online shoppers. Structural equation modeling (AMOS 24.0) was employed to analyze the data.FindingsFirst, e-retailer's informativeness and transaction convenience (i.e. utilitarian values), drive more strongly cognitive than emotional relationship quality, whereas e-retailer's escapism and social presence (i.e. hedonic values) drive more strongly emotional than cognitive relationship quality. Second, emotional relationship quality has a strong significant effect on brand evangelism, whereas cognitive relationship quality's effect is insignificant. Third, there are no statistically significant differences concerning the effect of cognitive and emotional relationship quality on word-of-mouth.Originality/valueThe findings of our research are expected to enhance our understanding of e-retailer relationship quality, its emergence and consequences. They would also provide e-retailers with guidance on how to execute growth strategies by focusing on specific types of brand relationship quality, on the other hand.

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