scholarly journals Impact of External and Internal Negative Feeling on Consumers’ Desire for Revenge and Negative Word of Mouth

2021 ◽  
Vol 8 (1) ◽  
pp. 48-69
Author(s):  
Sadia Lateef ◽  
Javeria Kamran ◽  
Mustafa Waseem Yousuf Zai ◽  
Marium Mateen Khan
Keyword(s):  
Significant Relationship ◽  
Word Of Mouth ◽  
Structural Model ◽  
Service Failure ◽  
Food Delivery ◽  
Negative Word ◽  
Negative Feeling ◽  
Delivery Service ◽  
Emotional Aspects ◽  
Reliability Measurement

Service failure is a common problem that creates feelings of displeasure and dislike among consumers towards the service. Such feelings trigger negative word of mouth (NWOM) and desire to take revenge due to the anger and regret they feel caused by the service failure. However, there seldom any research on these emotional aspects of service failure in Pakistan related to consumers’ motivation regarding such dire actions has been conducted in Pakistani context. This study therefore has examined the effects of negative emotions on the consumer's desire for revenge and spreading of negative word of mouth set off by having a bad experience using the delivery service of foodpanda[1]. The sample size comprised of 280 participants. The questionnaire consisted of four sections based on four constructs. SPSS and SmartPLS softwares were used to test and analyze the validity, reliability, measurement and structural model. The results highlighted that anger and regret had a positive and significant effect on NWOM. The study further found that anger and regret had no significant effect on the desire for revenge. Similarly, no such relationship was identified between revenge and NWOM. Likewise, there was no significant relationship between revenge and NWOM.   [1] Foodpanda is a food delivery service

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.

Customer Dissemination of Negative Word-of-Mouth: Influence of Expected or Unexpected Events

2014 ◽  
Vol 42 (10) ◽  
pp. 1675-1687 ◽  
Author(s):  
Ming-Hone Tsai ◽  
Chienhao Liao ◽  
Ren Gih Hsieh
Keyword(s):  
Experimental Design ◽  
Significant Interaction ◽  
Word Of Mouth ◽  
Service Failure ◽  
Intimate Relationship ◽  
Negative Word ◽  
Factorial Experimental Design ◽  
Unexpected Events ◽  
Relationship Type ◽  
Relationship Types

We examined how expected or unexpected costs affect restaurant customers' attitudes toward the dissemination of negative word-of-mouth (WOM) when service failure occurs. A 2 (customer punishment: expected and unexpected) × 3 (relationship type: encounter, pseudo, and intimate) mixed factorial experimental design was adopted to examine the dissemination of negative WOM. The results indicated that service failure exerted significant and nonsignificant primary effects on expected punishment and relationship type, respectively. A significant interaction was observed between expected punishment and both encounter and intimate relationship types, but not between expected punishment and the pseudo relationship type. In sum, expected punishment and relationship type influenced negative WOM.

scholarly journals Exposing Pinocchio customers: investigating exaggerated service stories

2016 ◽  
Vol 27 (2) ◽  
Author(s):  
Lloyd C. Harris ◽  
Raymond P Fisk ◽  
Hana Sysalova
Keyword(s):  
Exploratory Study ◽  
Design Methodology ◽  
Word Of Mouth ◽  
Service Failure ◽  
Experimental Studies ◽  
Organizational Outcomes ◽  
Negative Word ◽  
Cognitive Mechanisms ◽  
Consumption Experience ◽  
Practical Implications

Purpose While the links between customer word-of-mouth and desirable organizational outcomes have been widely studied, the possibility that customers might routinely exaggerate their consumption experience stories has been neglected. Design/methodology/approach The first exploratory study examined exaggerated and unexaggerated word-of-mouth and the targets of such activities. The second exploratory study focused on customer-exaggerated negative word-of-mouth and its drivers. The two experimental studies generated deeper insights into attributions of service failure and exaggerated negative word-of-mouth. Findings This research explicitly addresses customer exaggeration regarding service consumption and the reasons customers engaged in such behaviors. Study 1 focused on the scope and targets of exaggerated word-of-mouth, and Study 2 concentrated on identifying the drivers of exaggerated negative word-of-mouth. Studies 3 and 4 experimentally elucidated the cognitive mechanisms leading to exaggeration. Research limitations/implications Contributions include deeper understanding of the phenomenon of exaggerated negative word of mouth and developing and testing a model of the factors associated with consumers’ exaggerated negative word-of-mouth. Practical implications Implications include possible organizational and public policy actions to prevent Pinocchio customers from exaggerated negative word-of-mouth. Originality/value This paper explores the nature and scope of exaggerated customer word-of-mouth and contributes insights in four ways. First, this research explores the scope of consumer exaggeration during word-of-mouth storytelling and the intended targets of such communications. Second, this research focuses on exaggerated negative word-of-mouth and develops a conceptual model of the drivers of such activity. Third, the theory is tested and contributes empirical insights into exaggerated negative word-of-mouth. Fourth, through experiments, insights are gained into the cognitive mechanisms leading to exaggeration and the effects of attribution differences in personal versus service provider blame.

Managing negative word-of-mouth: the interplay between locus of causality and social presence

2019 ◽  
Vol 34 (2) ◽  
pp. 137-148
Author(s):  
Yi He ◽  
Ilyoung Ju ◽  
Qimei Chen ◽  
Dana L. Alden ◽  
Hong Zhu ◽  
...  
Keyword(s):  
Social Presence ◽  
Word Of Mouth ◽  
Service Failure ◽  
Interaction Effects ◽  
Negative Word ◽  
Locus Of Causality ◽  
Content Type ◽  
Affective Processes ◽  
Support Seeking ◽  
Service Managers

Purpose This paper aims to describe the results of four studies that examine the interaction effects between locus of causality and social presence on consumers’ emotional response to a service failure and how they subsequently cope with the negative emotional experiences through support-seeking or vindictive negative word-of-mouth (NWOM). Design/methodology/approach To evaluate the research hypotheses, one online content analysis study and three experiments were conducted. Findings The results of the four studies show that when locus of causality information is not available (Studies 1 and 2), consumers are more likely to engage in support-seeking NWOM when there is social presence (versus no social presence). When a service failure is externally/internally attributed, social presence leads to less/more vindictive NWOM (Studies 3 and 4). The results clarify the underlying affective processes (frustration, anger and embarrassment) that account for the unique interaction effects involving locus of causality and social presence on NWOM. Originality/value Despite promising progress in both social presence and service failure research, scholarly attempts aiming to draw the theoretical linkages between these two streams are relatively scarce, and it remains unknown regarding whether and how social presence influences NWOM in the event of service failure. Against this backdrop, this research examines the effects of social presence on consumer NWOM in service failure. The authors further contribute to both research streams by testing the effects of an important set of emotions as mediators, as well by exploring the conditions under which a particular emotion is more predictive of its corresponding outcomes. These findings offer important insights that help service managers effectively mitigate customer NWOM at the point of service delivery.

Moral judgment and perceived justice in service recovery

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ke Ma ◽  
Xin Zhong
Keyword(s):  
Moral Judgment ◽  
Word Of Mouth ◽  
Service Failure ◽  
Service Recovery ◽  
Negative Word ◽  
Mediation Effects ◽  
Content Type ◽  
Perceived Justice ◽  
Study Approach ◽  
Monetary Compensation

PurposeThe purpose of this study is to examine the effect of perceived justice and consumer's moral judgment of a service failure on recovery outcomes.Design/methodology/approachThe research model is examined by adopting a field study approach followed by an experiment. The SPSS program with the PROCESS tool was used to analyze the simple moderation and moderated mediation effects.FindingsThe research findings show that consumer's moral judgment of a service failure moderates the relationship between service recovery (psychological compensation vs monetary compensation) and recovery outcomes (recovery satisfaction, negative word of mouth and repurchase intention). Moreover, the conditional indirect effect of service recovery on recovery outcomes through perceived justice is significant when service failure is seen as less moral. Specifically, consumers report lower perceived justice and react negatively to recovery measures when service failure is seen as less moral. In contrast, when consumers perceive a service failure as moral, a psychological compensation outperforms a monetary compensation, lessening negative word of mouth (NWOM).Originality/valueThese findings provide important insights into recovery measure development when considering consumer moral perspectives.

Customers’ emotion regulation strategies in service failure encounters

2017 ◽  
Vol 51 (5/6) ◽  
pp. 960-982 ◽  
Author(s):  
M.S. Balaji ◽  
Sanjit Kumar Roy ◽  
Ali Quazi
Keyword(s):  
Emotion Regulation ◽  
Customer Satisfaction ◽  
Word Of Mouth ◽  
Service Failure ◽  
Negative Word ◽  
Perceived Injustice ◽  
Emotion Regulation Strategies ◽  
Content Type ◽  
Repurchase Intentions ◽  
Regulation Strategies

Purpose The purpose of this paper is twofold: first, to determine the role of emotions in customer evaluation of service failures; and second, to examine how customers’ emotion regulation impacts customer satisfaction and behavioural responses (e.g. repurchase intentions and negative word-of-mouth). Design/methodology/approach A scenario-based survey was used to elicit responses in a hospitality setting. Structural equation modelling and hierarchical regression analysis were used to test the proposed hypotheses. Findings Results show that both positive and negative emotions mediate the relationship between perceived injustice and customer satisfaction. The emotion regulation of customers through suppression and reappraisal influences the effects of satisfaction on both negative word-of-mouth and repurchase intentions. Practical implications This study advances service managers’ understanding of customer experience during service failure by demonstrating how emotion regulation influences customer response behaviours. With a better understanding of customers’ emotion regulation strategies, managers and frontline employees can more effectively develop and execute recovery strategies which adapt to customer emotions while eliciting more satisfying outcomes. Originality/value This research is one of the first to examine the moderating role of customers’ emotion regulation strategies in determining their behavioural responses. Conducted in the hospitality services context, this study provides support for relationships among perceived injustice, customer emotions, emotion regulation, customer satisfaction, negative word-of-mouth and repurchase intentions.

scholarly journals APOLOGY AND COMPENSATION STRATEGY ON CUSTOMER FORGIVENESS AND NEGATIVE WORD OF MOUTH

2019 ◽  
Vol 21 (1) ◽  
pp. 41-50
Author(s):  
Resekiani Mas Bakar ◽  
Nurul Hidayati ◽  
Inastuti Retno Giffani
Keyword(s):  
Service Provider ◽  
Word Of Mouth ◽  
Service Failure ◽  
Service Recovery ◽  
Negative Word ◽  
The Other ◽  
Service Process ◽  
Recovery Strategy ◽  
Compensation Strategy

The service provider could not totally guarantee the service process without any failure at all. This study aims to measure the influence of service recovery strategy towards customer forgiveness and negative word-of-mouth (WOM) as the effect of service failure. The service recovery strategy is performed in three types of vignette: apology, compensation, and apology-compensation. Vignette was given to 94 participants who have encountered service of airline. The result of ANOVA shows that apology compensation achieves the highest score relates to forgiveness. The interesting result of this study shows that even the customers forgive the service provider due to the service failure they did, this cannot diminish the intention of negative WOM. This study offers an implication to the company in order to pay attention regarding the compensation and the spread of negative WOM to the other customers

scholarly journals Proactive Complaint Management: Effects of Customer Voice Initiation on Perceived Justices, Satisfaction, and Negative Word-of-Mouth

SAGE Open ◽  
2021 ◽  
Vol 11 (3) ◽  
pp. 215824402110407
Author(s):  
Phimai Nuansi ◽  
Piya Ngamcharoenmongkol
Keyword(s):  
Word Of Mouth ◽  
Service Failure ◽  
Service Recovery ◽  
Negative Word ◽  
Analysis Of Covariance ◽  
Customer Complaint ◽  
Customer Evaluation ◽  
Customer Evaluations ◽  
Research Findings ◽  
Voice Service

Customer complaint or customer voice has been recognized as a key response to service failure that activates service recovery. This study aims at investigating how managing customer voice affects service recovery evaluation. Building on the concept of initiation, this study conceptualizes three conditions of service recovery, namely, service recovery based on customer-initiated voice, service recovery based on firm-initiated voice, and service recovery based on no voice. Using an experimental design, the present study investigates how customer evaluations of service recovery vary across voice initiation conditions. The multivariate analysis of covariance (MANCOVA) reveals that firm-initiated voice, compared with customer-initiated voice, elevates customer perceived justice and satisfaction while diminishing negative word-of-mouth intention. The research findings emphasize the necessity to activate customer’s voice following a service encounter so that service failure can be identified and addressed, which helps in improving customer evaluation of service recovery attempts.

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