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

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.

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.

scholarly journals Bad Intentions: Customers’ Negative Reactions to Intentional Failures and Mitigating Conditions

2021 ◽  
pp. 004728752110442
Author(s):  
Amin Nazifi ◽  
Holger Roschk ◽  
Francisco Villarroel Ordenes ◽  
Ben Marder
Keyword(s):  
Attribution Theory ◽  
Word Of Mouth ◽  
Online Reviews ◽  
Negative Word ◽  
Firm Level ◽  
Service Failures ◽  
Monetary Compensation ◽  
Multi Method Approach ◽  
Method Approach

Intentional service failures (e.g., overbooking or overcharging) have received little scholarly attention, despite their regular occurrence and immense costs. Using a multi-method approach combining experimental and field data from online reviews, it was found that intentional (vs. unintentional) failures lead to greater negative word of mouth (nWOM) and patronage reduction. This research extends these findings by demonstrating that intentional failures are less harmful when the failure is reversible (vs. irreversible) and occurs at an employee (vs. firm) level. Further, while either psychological (e.g., apology) or monetary compensation is effective in mitigating the consequences of intentional failures at an employee level, a combined service recovery (psychological and monetary) is the best solution when the failure is at a firm level. Drawing on attribution theory, the article unveils the key role of trust (as opposed to justice) as the mechanism to explain the effects of intentionality on customers’ nWOM and patronage reduction.

scholarly journals Antecedents to Intention to Engage in the Online Negative Word-of-Mouth Communication

2013 ◽  
Vol 15 (2) ◽  
pp. 113 ◽  
Author(s):  
Dien Mardhiyah ◽  
Basu Swastha Dharmmesta ◽  
B. M. Purwanto
Keyword(s):  
Word Of Mouth ◽  
Negative Word ◽  
Third Party ◽  
Medical Services ◽  
Online Media ◽  
Online Environment ◽  
Self Confidence ◽  
Online Word Of Mouth ◽  
Word Of Mouth Communication ◽  
The Impact

Complaints delivered directly to a firm will not be a problem if they can be handled properly, while the ones that are not disclosed directly to the firm but to a third party or even warnings to others not to use particular products or services, will be negative word-of-mouth communication. It can damage the image of the firm and be very detrimental. The purpose of this study was to analyze the antecedents of intention to engage in negative online word-of-mouth communication that includes dissatisfaction, service importance, success of complaint, complaint benefit, self confidence, altruism, retaliatory intention, and complaint cost. Medical services were selected considering the impact caused by the negligence of the service provider possibly giving rise to negative word-of-mouth communication. The online environment has been considered because of the developments in technology which provide opportunities for consumers to communicate with ach other. In addition, the dissemination of information through online media can spread incredibly widely and rapidly. The samples in this study comprised consumers of medical services who had disappointing experiences in using those services either directly or indirectly. A total of 123 questionnaires were analyzed with multiple regression analysis to test the research hypothesis. The results showed that the factors influencing the intentions behind negative online word-of-mouth communication were success of complaint, altruism, retaliatory intention, and complaint cost.                      

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