When good WOM hurts and bad WOM gains: The effect of untrustworthy online reviews

Reimer, Thomas; Benkenstein, Martin

doi:10.1016/j.jbusres.2016.05.014

Cited by 146 publications

(104 citation statements)

References 51 publications

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“…behaviour have provided mixed conclusions (Cheung et al, 2008;Dou et al, 2012;Jamil and Hadnu, 2013;Reimer and Benkenstein, 2016b). This meta-analysis resolves these inconsistencies in the eWOM literature, providing some interesting insights about different characteristics of source credibility.…”

Section: Discussionmentioning

confidence: 76%

“…Information source and recommendation provided are considered as trustworthy if the statement is judged as valid, honest, and to the point (Hovland and Weiss, 1951). Previous eWOM studies examined the role of source trustworthiness on information usefulness (Cheung et al, 2008;González-Rodríguez et al, 2016;Jamil and Hadnu, 2013;Lee et al, 2011;van Tonder and Petzer, 2018), intention to purchase (Dou et al, 2012;Reimer and Benkenstein, 2016b;Zainal et al, 2017), and information credibility (Lis, 2013;Shamhuyenhanzva et al, 2016).…”

Section: Source Trustworthinessmentioning

confidence: 99%

See 1 more Smart Citation

The effect of characteristics of source credibility on consumer behaviour: A meta-analysis

Ismagilova

Slade

Rana

et al. 2020

Journal of Retailing and Consumer Services

323

208

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The aim of this research is to synthesise findings from existing studies on the characteristics of source credibility of electronic word of mouth (eWOM) communications in a single model by using meta-analysis. Findings from 20 research papers show that source expertise, trustworthiness, and homophily significantly influence perceived eWOM usefulness and credibility, intention to purchase, and information adoption. The results of this study add to existing knowledge of the influence of source characteristics on consumer behaviour, which will advance our understanding of information processing. Marketers can use the findings of this meta-analysis to enhance their marketing activities.

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Section: Discussionmentioning

confidence: 76%

Section: Source Trustworthinessmentioning

confidence: 99%

The effect of characteristics of source credibility on consumer behaviour: A meta-analysis

Ismagilova

Slade

Rana

et al. 2020

Journal of Retailing and Consumer Services

323

208

View full text Add to dashboard Cite

show abstract

“…A negative view is more counterproductive in sales than a positive one; this is because the positive opinions are less valued than the negative ones, possibly because people often tend to speak positively (Chen and lurei, 2013). One way to achieve positive WOM is to provide certain types of gifts as products or Point of Purchase (POP) material; this allows the WOM to relate positively to the target market (Berger and schwartz, 2011;reimer and Benkenstein, 2016). in conclusion, organizations must work to improve their image through holistic marketing, which will determine and transmit the concept that customers have regardless of the type of relationship or contact with the company.…”

Section: An Overview Of Wom In Online Communitiesmentioning

confidence: 99%

A dynamic analysis of the effects of word-of-mouth on online brand communities

Herrera

León

Vargas-Ortiz

2018

SUMNEG

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El aumento de las comunidades de marcas es un aspecto importante que afecta el proceso de compra de los consumidores en línea. Este artículo tiene como objetivo evaluar los efectos del boca a boca (WOM, por sus siglas en inglés) en las comunidades de marcas en línea de la industria de alimentos en Colombia. El artículo presenta un modelo de simulación del proceso de compra que permite comprender la estrategia de marketing viral y responder al interrogante: ¿Cuál es el papel de WOM en las comunidades de marcas en línea y su dinámica en el consumo de alimentos? El modelo muestra el cambio de los estados de los consumidores y permite comprender el comportamiento en el tiempo del desarrollo de la marca, el WOM, los efectos virales en el mercado y el análisis de la penetración en el mercado o la adopción de una compleja estructura de servicio en ciclo cerrado. Estos hallazgos se pueden utilizar para determinar la política de comercialización adecuada que podría adoptarse para el agro negocio.

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“…1). As Reimer and Benkenstein (, p. 5995) stated, a service that “generates a higher risk in purchasing,” such as online banking, “increases the influence of online … customers' behavior.” This reveals the increased sensitivity of millennials to banking failure and recovery experiences and the necessity to comprehend customers' emotional deviations (i.e., frustration/aggression) in their engagement with online nWOM.…”

Section: Introductionmentioning

confidence: 99%

The effects of online negative word‐of‐mouth on dissatisfied customers: A frustration–aggression perspective

Azemi

Ozuem

Howell

2020

Psychology and Marketing

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Conceptualizing how customers construe online negative word‐of‐mouth (nWOM) following failure experiences remains unsettled, leaving providers with inconclusive recovery strategy programmes. This empirical study recognizes online nWOM as a co‐created encounter between the complainant (i.e., the initiator of the online nWOM) and the recipient (i.e., the consumer who engages with the online nWOM), examining their idiosyncrasies to discern their understanding of the experience. It introduces frustration–aggression theory to online WOM literature, recognizing that it can support a higher‐order understanding of phenomena. Through phenomenological hermeneutics, interviews and focus groups, data were collected from millennials in Albania and Kosovo that provided accounts of nuanced and distinctive online nWOM realities. The emerged insights extended extant theory to a three‐fold online nWOM typology (i.e., lenient online nWOM, moderate online nWOM and severe online nWOM) recognizing the negative impact customers have on a provider, which is controlled by frustration–aggression tags. Frustration–aggression variations across online nWOM led to the construct of three types of customers that engage in online nWOM, namely tolerable online nWOM customers, rigorous online nWOM customers and confrontational online nWOM customers. Findings culminated with satisfactory recovery strategies aligned to customer inferences regardless of the nWOM context.

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When good WOM hurts and bad WOM gains: The effect of untrustworthy online reviews

Cited by 146 publications

References 51 publications

The effect of characteristics of source credibility on consumer behaviour: A meta-analysis

The effect of characteristics of source credibility on consumer behaviour: A meta-analysis

A dynamic analysis of the effects of word-of-mouth on online brand communities

The effects of online negative word‐of‐mouth on dissatisfied customers: A frustration–aggression perspective

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