scholarly journals The Effects of Controversial Reviews on Product Sales Performance: The Mediating Role of the Volume of Word of Mouth

2012 ◽  
Vol 4 (4) ◽  
Author(s):  
KungHsin Shao
Keyword(s):  
Word Of Mouth ◽  
Sales Performance ◽  
Mediating Role ◽  
Product Sales

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.

How Gratitude Influences Customer Word-Of-Mouth Intentions and Involvement: The Mediating Role of Affective Commitment

2017 ◽  
Vol 25 (2) ◽  
pp. 200-211 ◽  
Author(s):  
Syed Muhammad Fazal-e-Hasan ◽  
Ian N. Lings ◽  
Gary Mortimer ◽  
Larry Neale
Keyword(s):  
Affective Commitment ◽  
Word Of Mouth ◽  
Mediating Role

Shopping value, tourist satisfaction and positive word of mouth: the mediating role of souvenir shopping satisfaction

2015 ◽  
Vol 20 (13) ◽  
pp. 1413-1430 ◽  
Author(s):  
Manuela Vega-Vázquez ◽  
Mario Castellanos-Verdugo ◽  
Mª Ángeles Oviedo-García
Keyword(s):  
Word Of Mouth ◽  
Positive Word ◽  
Mediating Role ◽  
Tourist Satisfaction ◽  
Positive Word Of Mouth ◽  
Shopping Satisfaction

Word‐of‐mouth information processing routes: The mediating role of message and source characteristics

2019 ◽  
Vol 19 (2) ◽  
pp. 171-181
Author(s):  
Tri D. Le ◽  
Linda J. Robinson ◽  
Angela R. Dobele
Keyword(s):  
Information Processing ◽  
Word Of Mouth ◽  
Mediating Role ◽  
Source Characteristics
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