Customer response to dissatisfaction: A synthesis of literature and conceptual framework

Ferguson, Jodie L.; Johnston, Wesley J.

doi:10.1016/j.indmarman.2010.05.002

Cited by 80 publications

(67 citation statements)

References 42 publications

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“…Marketers thus can improve brand awareness amongst consumers in a fast and cost-effective way (Litvin et al, 2008;Yang, 2013b). However, eWOM can also be detrimental to the image of companies when the communication is instigated by unhappy customers (Ferguson and Johnston, 2011); eWOM has also cons as well as pros. EWOM conversations are able to start with either MGC or user-generated content (UGC) (Bickart and Schindler, 2001).…”

Section: Ewom and Mgcmentioning

confidence: 99%

Electronic word of mouth in social media: the common characteristics of retweeted and favourited marketer-generated content posted on Twitter

Alboqami

Al‐Karaghouli

Baeshen

et al. 2015

IJIMA

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Marketers desire to utilise electronic word of mouth (eWOM) marketing on social media sites. However, not all online content generated by marketers has the same effect on consumers; some of them are effective while others are not. This paper aims to examine different characteristics of marketer-generated content (MGC) that of which one lead users to eWOM. Twitter was chosen as one of the leading social media sites and a content analysis approach was employed to identify the common characteristics of retweeted and favourited tweets. 2,780 tweets from six companies (Booking, Hostelworld, Hotels, Lastminute, Laterooms and Priceline) operating in the tourism sector are analysed. Results indicate that the posts which contain pictures, hyperlinks, product or service information, direct answers to customers and brand centrality are more likely to be retweeted and favourited by users. The findings present the main eWOM drivers for MGC in social media.Keywords: electronic word of mouth; eWOM; social media; content analysis; marketer-generated content; MGC; Twitter; characteristics of tweets.Reference to this paper should be made as follows: Alboqami, H., Al-Karaghouli, W., Baeshen, Y., Erkan, I., Evans, C. and Ghoneim, A. (2015) 'Electronic word of mouth in social media: the common characteristics of retweeted and favourited marketer-generated content posted on Twitter ', Int. J. Internet Marketing and Advertising, Vol. 9, No. 4, Biographical notes: Hassan Alboqami is a PhD student in the Business School at Brunel University in London since 2013. He obtains his Master degree at Hertfordshire University in the UK 2011. In his PhD, the research interests are electronic word of mouth (eWOM), social media and customer relationship management. Chris Evans is a Senior Lecturer in the Brunel Business School at Brunel University. His research interests include interactivity, Web 2.0 and social media, multimedia learning technology, and the adoption of innovative learning technologies. He is chair of the annual eLearning 2.0 international conference on social media for learning. Electronic word of mouth in social mediaAhmad Ghoneim is a Lecturer of eBusiness and Information Systems at Brunel Business School. He is a member of the (ISEing) group -a research centre of excellence that supports a number of (EPSRC) funded networks and projects. Ahmad is the Programme Chair for the annual EMCIS conference and is on the editorial board of the TGPPP journal. He also co-edited special issues for IJCEC and EJIS journals.All authors contributed equally and have been listed alphabetically.

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Section: Ewom and Mgcmentioning

confidence: 99%

Electronic word of mouth in social media: the common characteristics of retweeted and favourited marketer-generated content posted on Twitter

Alboqami

Al‐Karaghouli

Baeshen

et al. 2015

IJIMA

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“…With regard to alliance duration (measured as the natural logarithm of the number of years in operation), managers involved in older relationships may be less inclined to act destructively (Ferguson and Johnston, 2011;Liu et al, 2010). Attractive alternatives decrease the risk of exiting the relationship, but the presence of relationship-specific investments increases its costs (e.g., Ping, 1999;Rokkan et al, 2003;Williamson, 1975).…”

Section: Methodsmentioning

confidence: 99%

“…The increasing popularity of these relationships reflects their ability to help partners mitigate the risk and uncertainty associated with the provision of critical supplies (Geiger et al, 2012). However, managing such relationships is fraught with problems and challenges (Ferguson and Johnston, 2011). In response to these adversities, in most buyer-seller relationships one of the parties eventually engages in an action that the other partner considers destructive to the relationship (Kumar et al, 1998).…”

Section: Introductionmentioning

confidence: 99%

Managers' risk propensity and destructive behavior in buyer-seller relationships: an application of PLS-analysis

Tjemkes¹,

Furrer²,

Henseler³

2015

Proceedings of the 2nd International Symposium on Partial Least Squares Path Modeling: The Conference for PLS Users

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Despite their popularity, buyer-seller relationships are often dissatisfying and engender destructive behavior, such as opportunism and exit by one partner. To explain destructive behavior, previous supply chain management studies primarily focused on the influence of situational factors, such as social and economic dissatisfaction, without accounting for managers' risk propensity. Accounting for risk is critical though, because destructive behavior in buyer-seller relationships cannot be dissociated from the people who manage them. Drawing on risk and buyer-seller literature, the authors develop and empirically test a model that incorporates a moderating effect of the risk perceptions of situational factors on the relationship between a manager's risk propensity and the inclination to exit the relationship and act opportunistically. A survey of purchasing managers indicates that the positive relationship between risk propensity and destructive behavior is strengthened by social dissatisfaction and mitigated by economic dissatisfaction.Keywords: buyer-seller relationships; risk propensity; active and passive opportunism; exit Destructive behavior in buyer-seller relationships 2.

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“…Many researchers have come up with dissatisfaction behavior that consumers portray. As asserted by Ferguson and Johnston, (2011) it is obvious that a consumer's decision to re-purchase a product or service is highly dependent on the experiences in the past with the same product or service (Ferguson and Johnston, 2011). For instance, (Zeelenberg and Pieters, 2004) established that consumers who are dissatisfied have more reasons to switch products compared to consumers who are satisfied.…”

Section: Consumer Dissatisfactionmentioning

confidence: 99%

“…A greater number of consumers become dissatisfied especially with a company based on several disconfirmation experiences and most especially when a consumer feels the quality of a product and/or service is constantly deteriorating. Ferguson & Johnston (2011) concluded even though dissatisfaction is irrefutable, companies can dwell on the conduct of dissatisfied consumers and try to solve the effect dissatisfaction has on consumers (Ferguson and Johnston, 2011) . Their research also stipulated that the consanguinity between the company and the consumer can affect the action exhibited by the consumer during dissatisfaction.…”

Section: The Impact Of Consumer Dissatisfactionmentioning

confidence: 99%

A Critique of the Impact of Consumer Dissatisfaction

Boadi¹,

Li²,

Sai³

et al. 2017

Proceedings of the International Conference on Transformations and Innovations in Management

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Research into consumer satisfaction levels have gone far enough for several years now, however, much has not been done to reiterate how consumers will react and deal with their dissatisfaction and the effect it has on the companies. The main objective of this paper was to review literature that depicts the impact that dissatisfaction has on consumers based on existing theoretical literature. The focus of this study is mainly to know how far a consumer is willing to go when dissatisfied with a product or service, in effect, weighing all the pros and cons of consumer dissatisfaction. This review paper combines the results of previous studies conducted on consumer dissatisfaction. The major consequences of consumer dissatisfaction discussed in this paper include negative Word-of-mouth, switch, complaints and no co-creation intentions. One major finding of this study is that all literature on consumer satisfaction relates it with consumer dissatisfaction by using several theories to explain a consumer's judgement after consuming a product or service.

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Customer response to dissatisfaction: A synthesis of literature and conceptual framework

Cited by 80 publications

References 42 publications

Electronic word of mouth in social media: the common characteristics of retweeted and favourited marketer-generated content posted on Twitter

Electronic word of mouth in social media: the common characteristics of retweeted and favourited marketer-generated content posted on Twitter

Managers' risk propensity and destructive behavior in buyer-seller relationships: an application of PLS-analysis

A Critique of the Impact of Consumer Dissatisfaction

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