Negative Word-of-Mouth Communication Intention: An Application of the Theory of Planned Behavior

2006 ◽  
Vol 30 (1) ◽  
pp. 95-116 ◽  
Author(s):  
Simone Cheng ◽  
Terry Lam ◽  
Cathy H. C. Hsu
Keyword(s):  
Theory Of Planned Behavior ◽  
Planned Behavior ◽  
Word Of Mouth ◽  
Negative Word ◽  
Word Of Mouth Communication

Consumer Behavior, Trust, and Electronic Word-of-Mouth Communication

2021 ◽  
pp. 1328-1345
Author(s):  
Francesca Di Virgilio ◽  
Gilda Antonelli
Keyword(s):  
Social Media ◽  
Consumer Behavior ◽  
Theory Of Planned Behavior ◽  
Planned Behavior ◽  
Purchase Intention ◽  
Word Of Mouth ◽  
Electronic Word Of Mouth ◽  
Online Purchase ◽  
Social Media Platforms ◽  
Word Of Mouth Communication

Social media platforms have become a major forum for consumers to interact with firms and other individuals. Drawing on both the customer-dominant logic and the theory of planned behavior, the present chapter aims to advance understanding and encourage research on the variables that drive consumers' online purchase intention. Al though there is a general agreement in recognizing the importance of social media platforms as a source of information about consumer behavior, a complete theorization of the variables that affect the relation between behavioral intention and online purchase intention is still lacking. The proposed theoretical model is an extension of the theory of planned behavior and incorporates trust and electronic word-of-mouth communication as part of the customers' online purchase intention. Finally, the theoretical and managerial implications are further discussed.

Consumer Behavior, Trust, and Electronic Word-of-Mouth Communication

2018 ◽  
pp. 58-80 ◽  
Author(s):  
Francesca Di Virgilio ◽  
Gilda Antonelli
Keyword(s):  
Social Media ◽  
Consumer Behavior ◽  
Theory Of Planned Behavior ◽  
Planned Behavior ◽  
Purchase Intention ◽  
Word Of Mouth ◽  
Electronic Word Of Mouth ◽  
Online Purchase ◽  
Social Media Platforms ◽  
Word Of Mouth Communication

Social media platforms have become a major forum for consumers to interact with firms and other individuals. Drawing on both the customer-dominant logic and the theory of planned behavior, the present chapter aims to advance understanding and encourage research on the variables that drive consumers' online purchase intention. Al though there is a general agreement in recognizing the importance of social media platforms as a source of information about consumer behavior, a complete theorization of the variables that affect the relation between behavioral intention and online purchase intention is still lacking. The proposed theoretical model is an extension of the theory of planned behavior and incorporates trust and electronic word-of-mouth communication as part of the customers' online purchase intention. Finally, the theoretical and managerial implications are further discussed.

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.

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

scholarly journals Pengaruh Electronic Word Of Mouth Terhadap Minat Berkunjung Dengan Mediasi Theory Of Planned Behavior Pada Obyek Wisata Halal Di Kabupaten Jombang

2020 ◽  
Vol 5 (2) ◽  
pp. 176-191
Author(s):  
Nuri Purwanto ◽  
Chusnul Rofiah
Keyword(s):  
Theory Of Planned Behavior ◽  
Planned Behavior ◽  
Word Of Mouth ◽  
Sampling Technique ◽  
Subjective Norms ◽  
Electronic Word Of Mouth ◽  
Behavior Control ◽  
Religious Tourism ◽  
Perceived Behavior Control ◽  
Research Types

This study aims to determine the effect of the effect of electronic word of mouth on halal travel interest mediated by Theory of planned behavior (TPB). The research method uses quantitative by using explanatory research types. The population in this study were all visitors of religious tourism in Jombang Regency who learned information about these religious tourism from social media. While the sampling technique is purposive random sampling where sampling from the population is carried out randomly and with certain considerations by taking a number of 332 respondents,  research results show that ewom influences the dimensions of Theory Planned Behavior namely subjective norm, attitude and Percected behavior control, as well as subjective norms and attitudes directly affect inttention to travel, ewom indirectly influences inttention to travel through atttitude and perceived behavior control  

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