Trend Effects and Gender Differences in Retrospective Judgments of Consumption Emotions

Dubé, Laurette; Morgan, Michael S.

doi:10.1086/209474

Cited by 152 publications

(103 citation statements)

References 24 publications

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“…A member of the research team monitored the four forums and sent the senders of negative O-WOM an e-mail invitation to participate in the research no later than three hours after their online disclosure. Approaching the respondents within this short period of time was deemed important since consumers may face difficulties in recalling emotional experiences from the past (Dubé & Morgan, 1996). The e-mail invitation led to an online questionnaire, which contained the questions to measure the research constructs and the sociodemographics gender, age, frequency of visiting the forum, and duration of relationship with the telecom provider.…”

Section: Methodsmentioning

confidence: 99%

Negative online word-of-mouth: Behavioral indicator or emotional release?

Verhagen

Nauta

Feldberg

2013

Computers in Human Behavior

177

125

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The influence of negative online word-of-mouth on the behavior of those receiving it has been addressed extensively in the academic literature. Remarkably, the question whether negative online word-of-mouth should also be seen as a behavioral indicator of its sender remains unaddressed. Answering this question is relevant as it provides companies with insight into the need to engage in interaction with those who negatively express themselves online or whether these expressions should be seen as temporary emotional releases without any future conduct. To fill the existing research gap, this research paper proposes and empirically tests a sender-oriented model, investigating the influence of emotions, negative online word-of-mouth on repatronage and switching behavior. As disclosing negative feedback online may also reflect the sender's motivation to inform the consumer community or to provide constructive feedback to the company responsible for the dissatisfying consumption, community usefulness and company usefulness are included as behavioral moderators. The results of an empirical survey conducted amongst real senders of negative information confirm that negative online word-of-mouth is directly driven by positive and negative emotions and is strongly predictive for the sender's future conduct. The motivation to help other consumers was demonstrated to function as behavioral moderator. The paper concludes with theoretical and managerial implications, and suggests avenues for further research.

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Section: Methodsmentioning

confidence: 99%

Negative online word-of-mouth: Behavioral indicator or emotional release?

Verhagen

Nauta

Feldberg

2013

Computers in Human Behavior

177

125

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“…This aspect of consumer research has been widely criticized by eminent researchers such as Bettman (1993), Hoch and Loewenstein (1991), and Holbrook and Hirschman (1982). Researchers recently have shown considerable interest in redressing this imbalance in various domains such as advertising (see, e.g., Batra and Stayman 1990;Edell and Burke 1987;MacKenzie, Lutz, and Belch 1986) and consumer satisfaction (Dubé, Belanger, and Trudeau 1996;Dubé and Morgan 1996;Mano and Oliver 1993;Oliver 1993;Westbrook and Oliver 1991). The consumer choice literature also has not been far behind in redressing this imbalance, with recent work that has provided both theoretical (see, e.g., Hoch and Loewenstein 1991;Loewenstein 1996) and empirical accounts of how affect influences consumer choices (see, e.g., Garbarino and Edell 1997;Luce 1998;Luce, Bettman, and Payne 1997).…”

mentioning

confidence: 99%

Heart and Mind in Conflict: the Interplay of Affect and Cognition in Consumer Decision Making

Shiv¹,

Fedorikhin²

1999

J CONSUM RES

1,614

1,242

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This article examines how consumer decision making is influenced by automatically evoked task-induced affect and by cognitions that are generated in a more controlled manner on exposure to alternatives in a choice task. Across two experiments respondents chose between two alternatives: one (chocolate cake) associated with more intense positive affect but less favorable cognitions, compared to a second (fruit salad) associated with less favorable affect but more favorable cognitions. Findings from the two experiments suggest that if processing resources are limited, spontaneously evoked affective reactions rather than cognitions tend to have a greater impact on choice. As a result, the consumer is more likely to choose the alternative that is superior on the affective dimension but inferior on the cognitive dimension (e.g., chocolate cake). In contrast, when the availability of processing resources is high, cognitions related to the consequences of choosing the alternatives tend to have a bigger impact on choice compared to when the availability of these resources is low. As a result, the consumer is more likely to choose the alternative that is inferior on the affective dimension but superior on the cognitive dimension (e.g., fruit salad). The moderating roles of the mode of presentation of the alternatives and of a personality variable related to impulsivity are also reported.Men, as well as women, are much oftener led by their hearts than by their understandings. (LORD CHESTERFIELD) With all its cleverness, however, decision theory is somewhat crippled emotionally, and thus detached from the emotional and visceral richness of life. (GEORGE LOEWENSTEIN 1996, p. 289)

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“…In pers' approach/avoidance behaviors (Donovan and Rossiter, 1982), willingness to buy (Baker, Grewal, and Levy, 1992); a recent survey, 38% of respondents indicated they planned to shop at malls less often during the next year compared price perceptions (Grewal and Baker, 1994); perceived value (Babin, Darden, and Griffin, 1994); current period purchase with their past shopping trips. Retail consultants predict "as many as 300 of the roughly 1,800 regional and super-regional behavior and customer satisfaction (Babin and Darden, 1996). However, does the affect typically generated by a given store malls will be either shut down or converted to the warehousestyle retailing" (Labich, 1995, p. 103).…”

mentioning

confidence: 99%