Exploring the Role of Culture in Determining Boycotting Behaviour after a Negative Word of Mouth

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.

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Negative word of mouth intentions during self-service technology failures: The mediating role of regret

Journal of Service Science Research ◽

10.1007/s12927-016-0002-y ◽

2016 ◽

Vol 8 (1) ◽

pp. 41-55 ◽

Cited By ~ 2

Author(s):

Seo Young Kim

Keyword(s):

Word Of Mouth ◽

Negative Word ◽

Mediating Role ◽

Self Service ◽

Self Service Technology

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Can Market Mavens Be Negative Word of Mouth Senders? the Moderating Role of Assumed-Competence and Gender

10.1007/978-3-658-32201-4_16 ◽

2021 ◽

pp. 225-240

Author(s):

Keigo Taketani ◽

Kei Mineo

Keyword(s):

Word Of Mouth ◽

Negative Word ◽

And Gender ◽

Moderating Role

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The role of crisis typology and cultural belongingness in shaping consumers’ negative responses towards a faulty brand

Journal of Product & Brand Management ◽

10.1108/jpbm-03-2018-1806 ◽

2019 ◽

Vol 28 (5) ◽

pp. 653-670 ◽

Cited By ~ 9

Author(s):

Ilaria Baghi ◽

Veronica Gabrielli

Keyword(s):

Purchase Intention ◽

Word Of Mouth ◽

Negative Emotions ◽

Moderated Mediation ◽

Negative Word ◽

Effective Response ◽

Content Type ◽

Brand Crisis ◽

A Performance

Purpose Previous research on brand crisis has introduced the difference between a values-related crisis and a performance-related crisis. However, little remains known regarding consumers’ varying negative responses towards these two different types of brand misconduct. This paper aims to investigate and compare consumers’ affective and behavioural negative reactions (i.e. negative word of mouth and purchase intention) towards a faulty brand during a values-related crisis and a performance-related crisis by testing the mediation of negative emotions and introducing the moderating role of cultural belongingness (collectivistic vs individualistic). Design/methodology/approach The authors tested a model of moderated mediation in a cross-cultural investigation on a sample of 229 Italian and Asian consumers. The study is a 2 (cultures: collectivistic vs individualistic) × 2 (crisis: performance-related vs values-related) between-subjects experimental design. The moderated mediation model shows that consumers’ negative reactions (negative word of mouth and negative purchase intention) towards a faulty brand involved in different crisis typologies is explained by the mediating role of negative emotions, and that this mediation depends on a consumer’s cultural belongingness. Findings The results suggest that consumers belonging to a collectivistic culture (e.g. Asian culture) tend to react in a more severe and strict manner when faced with a values-related brand crisis event then when faced with a performance-related crisis. The arousal of negative emotion towards a brand represents the mediating variable in behavioural responses (i.e. negative word of mouth and purchase intention). Originality/value The present study extends current knowledge in the field of consumers’ negative response to brand irresponsibility behaviours while introducing the role of crisis typology and cultural belongingness. In particular, individualistic people are more sensitive to a values-related crisis in comparison with a performance-related one. The findings of this study have strong managerial implications for defining effective response strategies to negative events involving brands in different markets.

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PENGARUH SERVICE FAILURE SEVERITY TERHADAP KEPUASAN, KEPERCAYAAN, KOMITMEN DAN NEGATIF WORD OF MOUTH

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v3i1.480 ◽

2010 ◽

Vol 3 (1) ◽

pp. 53

Author(s):

Linda Desafitri RB

Keyword(s):

Word Of Mouth ◽

Service Failure ◽

Service Recovery ◽

Recovery Process ◽

Negative Word ◽

Interactive Effects ◽

Main Effect ◽

Failure Severity ◽

Customer Trust

The background of this research was to investigate the main and interactive effects of the severity of the service failure, specifically investigate the main effect of service failure severity on satisfaction,trust, commitment, and negative word of mouth. This investigation of the role of the severity construct will aid researchers and managers in better understanding and managing the service recovery process under different conditions. The objectives of this research is to extends previous research by investigating the role of service failure severity within the existing framework of customer’s post-recovery evaluation and their future relationship with a service provider. The design of this research applies a survey toward unit analysis on customer Auto2000 Jakarta, which involved 142 respondent.the number of sample being respondent in this research. Meanwhile, the required data consist of five variables : service failure severity, satisfaction, trust, commitment and negative word of mouth. The result of the study concludes that service failure severity has a significant main effect on satisfaction with service recovery. Despite the positif influence of a strong recovery on satisfaction,there remained a negatif influence on satisfaction as a result of a more severe service failure. In addition , the severity of a service failure also had a main effect on customer trust, commitment and the likelihood of engaging in negative word of mouth after the service failure. Keywords : Service failure severity, satisfaction, trust, commitment and negative word of mouth

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

Journal of Travel Research ◽

10.1177/00472875211044221 ◽

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.

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Search effort and retail outcomes: the mediating role of search disconfirmation

Journal of Consumer Marketing ◽

10.1108/jcm-07-2017-2280 ◽

2018 ◽

Vol 35 (7) ◽

pp. 698-708 ◽

Cited By ~ 1

Author(s):

Stephanie Gillison ◽

Kristy Reynolds

Keyword(s):

Design Methodology ◽

Word Of Mouth ◽

Negative Word ◽

Content Type ◽

Search Effort ◽

Mediating Role ◽

Managerial Implications ◽

Survey Results ◽

The Relationship

PurposeThe purpose of this paper is to investigate how shoppers’ expectations regarding the amount of search and disconfirmation of these search expectations affect outcomes of the shopping trip.Design/methodology/approachA survey of shoppers is used to test the proposed hypotheses.FindingsSurvey results indicate that search disconfirmation is conceptually distinct from but related to search effort and search regret. The results show that negative search disconfirmation mediates the relationship between search effort and shopper satisfaction, hedonic and utilitarian shopping value, choice confidence, search regret and negative word-of-mouth intent.Originality/valueThe findings underscore that search effort itself is not negative for shoppers. However, when search effort is perceived as excessive compared to shoppers’ expectations, negative retail outcomes can occur. Theoretical and managerial implications are discussed.

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