Revisiting the effects of inward negative emotions on outward negative emotions, brand loyalty, and negative WOM

Kurtoğlu, Ramazan; Özbölük, Tuğba; Hacıhasanoğlu, Pınar

doi:10.1057/s41262-021-00257-3

Cited by 16 publications

(13 citation statements)

References 56 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“… Curina et al (2020) found that brand hate was positively related to NWOM and complaint behavior in a service context. Another study from telecommunication context also found positive impact of brand hate on consumer negative word of mouth ( Kurtoğlu et al, 2021 ).…”

Section: Discussionmentioning

confidence: 92%

Section: Constructsmentioning

confidence: 99%

“…Research studies also suggest that inward negative emotions result in outward negative emotions, which further ignite consumers to engage in revengeful behaviors (Kurtoglu et al, 2021). Kurtoglu et al (2021) found that consumer regret 10.3389/fpsyg.2022.946362 as an inward emotion was positively related to brand hate, an outward emotion that is further related to negative emotions and a revengeful behavior. This study also adds to evidence from the previous literature and consensus of scholars that consumers' inward and outward emotions (consumer dissatisfaction and brand hate in this study) are a major source of consumer retaliation in the technology sector of developing countries.…”

Section: Constructsmentioning

confidence: 99%

See 2 more Smart Citations

Impact of brand hate on consumer well-being for technology products through the lens of stimulus organism response approach

Attiq

Hamid

Shah³

et al. 2022

Front. Psychol.

View full text Add to dashboard Cite

Consumer well-being is a micromarketing concept that emphasizes on contributions of marketing activities in social welfare. The major objective of the current study is to analyze the impact of self-incongruence on brand dissatisfaction, brand hate, and consumer well-being. This study has utilized the Self-incongruity Theory and the Stimulus-Organism-Response model to test the impact of self-incongruity on anti-consumption and consumer voice behaviors, and subsequent effects on consumer well-being. Data were collected from young consumers of technology products from major cities of Pakistan. A total of 592 consumers answered a paper-and-pencil questionnaire using purposive sampling technique. The data were analyzed by partial least square structural equation modeling. The findings of this study reveal that functional and symbolic incongruity predict brand hate and dissatisfaction, which is positively related with brand retaliation. Brand retaliation is negatively related with consumer well-being. This study offers implications for product designers, marketers, advertisers and other stakeholders to improve congruence between what young consumers of technology products expect and what brands are offering to mitigate negative attitudes and behaviors and increase consumer well-being.

show abstract

Section: Discussionmentioning

confidence: 92%

Section: Constructsmentioning

confidence: 99%

Section: Constructsmentioning

confidence: 99%

See 1 more Smart Citation

Impact of brand hate on consumer well-being for technology products through the lens of stimulus organism response approach

Attiq

Hamid

Shah³

et al. 2022

Front. Psychol.

View full text Add to dashboard Cite

show abstract

“…As an important analytical tool, emotional analysis has been widely used in organizational behavior (Sirén et al, 2020;Sy et al, 2018), hospitality (Lin & Nawijn, 2020;Zhang et al, 2021), marketing (Choi & Kim, 2020;Kurtoğlu et al, 2021) and other business fields. The key question these studies focus on is how individual emotions affect their decision-making.…”

Section: Theoretical Background and Hypotheses Development 21 Impact ...mentioning

confidence: 99%

“…Previous studies have generally discussed the impact of individual or group factors on individual behavior separately (Boroș, 2020;Kurtoğlu et al, 2021), and ignored the fact that either individual or group factors may not have the impact on individual behavior in isolation.…”

Section: Introductionmentioning

confidence: 99%

How emotions influence individual’s content contribution? A perspective of individual and group interaction

Zhu¹,

Tang²,

Yang³

et al. 2022

Preprint

View full text Add to dashboard Cite

The popularity of social media makes more and more marketers carry out practices through social medias. However, the rapid change and diversity of individual emotions in social media make marketers need to pay attention to the influence of emotions on the performance of marketing. We draw on social contagion theory, as well individual personality to investigate how individual and group emotional characteristics, namely emotional tendency and conflict, influence their content contribution. Based on a panel data from Sina Weibo, we used a panel vector regression to examine these issues empirically. The findings reveal that: both individual and group emotional characteristics have the impact on individual content contribution. Moreover, group emotional characteristics have the moderating effects on the process of individual emotional tendency influencing their content contribution. The study extends the marketing literature by exploring the moderating effects of group emotions. We also provide suggestions for the future research.

show abstract

Changing Nature of Consumer Values Toward Negative Word of Mouth: Voice and Risk Avoidance as Moderators

Wako,

Fatima,

Johns

2024

J of Consumer Behaviour

View full text Add to dashboard Cite

Given the increasing role of word of mouth (WOM), and primarily the impact of negative WOM on the decision‐making of today's retail consumers, it is essential to understand the changing nature of consumer values (monetary, functional, emotional and social), emotion and attitude toward negative WOM. The current study's data were collected using two online surveys in 2015 and 2019, with 290 participants in Study 1 and 201 in Study 2. The intention behind using two different time points over a 4‐year span was to capture the differences in consumers' views over the two periods. The study's findings suggested that social and emotional values remained unchanged; however, monetary and functional values changed over time. Interestingly, attitudes altered toward complaining, although the relationships between taking external action and negative WOM were unchanged in both studies. Consumers raising their voice and consumers' risk‐taking attributes were found to be significant moderators in Study 1 but not in Study 2. The findings provide useful insights into the negative WOM literature and have implications for marketing practitioners, as highlighted in the paper's conclusion.

show abstract

Revisiting the effects of inward negative emotions on outward negative emotions, brand loyalty, and negative WOM

Cited by 16 publications

References 56 publications

Impact of brand hate on consumer well-being for technology products through the lens of stimulus organism response approach

Impact of brand hate on consumer well-being for technology products through the lens of stimulus organism response approach

How emotions influence individual’s content contribution? A perspective of individual and group interaction

Changing Nature of Consumer Values Toward Negative Word of Mouth: Voice and Risk Avoidance as Moderators

Contact Info

Product

Resources

About