Dissatisfaction, Disconfirmation, and Distrust: an Empirical Examination of Value Co-Destruction through Negative Electronic Word-of-Mouth (eWOM)

Nam, Kichan; Baker, Jeff; Ahmad, Norita; Goo, Jahyun

doi:10.1007/s10796-018-9849-4

Cited by 110 publications

(99 citation statements)

References 88 publications

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“…In some studies, negative eWOM proves to be detrimental of the organization's sales and corporate image [12]. According to Nam et al [11] consumers tend to remember negative eWOMs more than positive eWOMs. However, negative statements about a product or service doesn't necessarily always result in detrimental effects on purchase intentions [11].…”

Section: Perceived Ewommentioning

confidence: 99%

“…According to Nam et al [11] consumers tend to remember negative eWOMs more than positive eWOMs. However, negative statements about a product or service doesn't necessarily always result in detrimental effects on purchase intentions [11]. Similarly, positive statements alone do not always necessarily lead to favorable purchase intentions because on the internet anybody is free to write reviews, posts, comments on products and services which can sometimes be biased and of incorrect evaluation [33].…”

Section: Perceived Ewommentioning

confidence: 99%

“…Students also can post comments about their universities in public on social networking sites, but the question lies in how eWOM is perceived to be credible [21,22]. Too much positive or too much negative reviews posted online are not considered credible by consumers because too positive doesn't talk about the shortcomings and too negative may come from prejudice or hidden personal interests [36,11]. EWOM credibility is of paramount importance only when it is perceived to be credible and leads to favorable purchase intention [29].…”

Section: Ewom Credibility and Purchase Intentionsmentioning

confidence: 99%

“…Studies have reported that eWOM indeed has both positive as well as negative consequences on purchase intention of consumers [9,10,11]. Findings have indicated that negative eWOM poses a greater influence than positive EWOM on purchase intentions and, if ignored, it proves detrimental to organizations in the form of lost sales and tarnished corporate image [12].…”

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Perceived eWOM and Students’ University Enrolment Intentions: The Corporate Image as a Mediator

Balroo

Saleh

2019

JEMT

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The advancement of internet technologies and the emergence of social media platforms have made the influence of electronic word of mouth (eWOM) more pronounced than ever before on consumers' purchase decisions, especially young consumers who are more engaged with new technologies and social networks. Through social media platforms, young consumers nowadays are always connected to friends, families and organizations on smartphones, tablets or computers and actively look for eWOM before making purchase decisions. This study is aimed at examining the effect of perceived eWOM on the university enrolment intentions by the Saudi high school students mediated by the corporate image of the university. The sample comprised of 133 high school students studying in Saudi high secondary schools. The findings revealed that electronic word of mouth (eWOM) had a significant and positive association with the students' enrolment intentions, and the corporate image mediates this relationship. This research's findings and recommendations can largely help who are in charge of the private and public universities in Saudi Arabia to understand how eWOM shapes the university choices of students.

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Section: Perceived Ewommentioning

confidence: 99%

Section: Perceived Ewommentioning

confidence: 99%

Section: Ewom Credibility and Purchase Intentionsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Perceived eWOM and Students’ University Enrolment Intentions: The Corporate Image as a Mediator

Balroo

Saleh

2019

JEMT

View full text Add to dashboard Cite

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“…According to Nam, Baker, Ahmad & Goo, (2018), Satisfaction is a summary of the psychological state that results when the excitement surrounding the disconfirmed expectations joins with previous consumer feelings about the experience of the consumer (pp. 24).…”

Section: Literature Reviewmentioning

confidence: 99%

How Service Quality Affects Customer Satisfaction: A Study of Malaysian Electric Train Service (ETS)

2020

JIBM

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Service quality played an important role and it affected to the customer satisfaction. Service quality has become a distinct and important aspect of the product and service Offerings. In this study, we investigated the effects of service quality on customer satisfaction in electric train service (ETS) industry Malaysia, focusing on the five dimensions in service quality which is tangible, responsiveness, assurance, reliability and empathy. Questionnaires were used to collect the data from ETS passengers at northern region Malaysia KTMB station. The hypotheses on the causal relationships among service quality and customer satisfaction were tested by using IBM SPSS Statistics version 23 statistical technique. The results show negative correlation between the customer satisfaction and five dimensions in service quality. This study helps ETS to know about their customer’s satisfaction and can help them improve their service quality. Future research needs to be done to investigate in details about this study. Keywords: Service Quality, Customer Satisfaction, Electric Train Service (ETS), Malaysia.

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When do low‐power customers complain? The joint effects of chronic sense of personal power and complaint success on complaining intentions

Popelnukha

Weng²,

Ali³

et al. 2020

J of Consumer Behaviour

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In the customer complaint literature, researchers have found that the lack of an incidental sense of power is one of the reasons why customers do not complain. However, two issues are left unanswered: does a chronic sense of power influence consumer complaining behavior, and how individuals who feel chronically powerless can be encouraged to complain when dissatisfied. The present study is intended to address this topic. Drawing on the approach–inhibition theory of power, we argue that the probability of complaint success increases the complaint behavior of customers with a low chronic sense of power, thereby mitigating the differences in the complaint behavior of consumers with low and high power. The three studies indicated that a low chronic power was negatively associated with complaining intentions and that this association was mitigated by the perceived success of complaining.

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Dissatisfaction, Disconfirmation, and Distrust: an Empirical Examination of Value Co-Destruction through Negative Electronic Word-of-Mouth (eWOM)

Cited by 110 publications

References 88 publications

Perceived eWOM and Students’ University Enrolment Intentions: The Corporate Image as a Mediator

Perceived eWOM and Students’ University Enrolment Intentions: The Corporate Image as a Mediator

How Service Quality Affects Customer Satisfaction: A Study of Malaysian Electric Train Service (ETS)

When do low‐power customers complain? The joint effects of chronic sense of personal power and complaint success on complaining intentions

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