Negative online reviews and consumers’ service consumption

Journal of Business Research - Tập 116 - Trang 27-36 - 2020
Alireza Golmohammadi1, Anna S. Mattila2, Dinesh K. Gauri3
1Department of Management and Marketing, Collins College of Business, University of Tulsa, Tulsa, OK 74104-9700, United States
2Department of Hospitality Management, College of Health and Human Development, The Pennsylvania State University, University Park, PA 16802, United States
3Department of Marketing, Sam M. Walton College of Business, University of Arkansas, Fayetteville, AR 72701-1201, United States

Tài liệu tham khảo

Ahluwalia, 2000, Consumer response to negative publicity: The moderating role of commitment, Journal of Marketing Research, 37, 203, 10.1509/jmkr.37.2.203.18734 Arkes, 1985, The psychology of sunk cost, Organizational Behavior and Human Decision Processes, 35, 124, 10.1016/0749-5978(85)90049-4 Ashley, 2016, The effect of loyalty program fees on program perceptions and engagement, Journal of Business Research, 69, 964, 10.1016/j.jbusres.2015.09.001 Asur, S., & Huberman, B. A. (2010, August). Predicting the future with social media. InProceedings of the 2010 IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology-Volume 01(pp. 492-499). IEEE Computer Society. Ba, 2002, Evidence of the effect of trust building technology in electronic markets: Price premiums and buyer behavior, MIS Quarterly, 26, 243, 10.2307/4132332 Beatty, 2012, Understanding the relationships between commitment and voice: Hypotheses, empirical evidence, and directions for future research, Journal of Service Research, 15, 296, 10.1177/1094670512440835 Bhatnagar, 2016, Increasing online sales by facilitating spillover shopping, Journal of Retailing and Consumer Services, 29, 58, 10.1016/j.jretconser.2015.11.009 Bhatnagar, 2019, Do habits influence the types of information that smartphone shoppers seek?, Journal of Business Research, 94, 89, 10.1016/j.jbusres.2018.09.012 Bhatnagar, 2019, Role of navigational ability in website visit duration, European Journal of Marketing, 53, 972, 10.1108/EJM-10-2017-0719 Bond, 2007, Information distortion in the evaluation of a single option, Organizational Behavior and Human Decision Processes, 102, 240, 10.1016/j.obhdp.2006.04.009 Chintagunta, 2010, The effects of online user reviews on movie box office performance: accounting for sequential rollout and aggregation across local markets, Marketing Science, 29, 944, 10.1287/mksc.1100.0572 Chiou, 2003, Should a company have message boards on its web sites?, Journal of Interactive Marketing, 17, 50, 10.1002/dir.10059 Chou, 2012, The effects of incentive types and appeal regulatory framing in travel advertising, The Service Industries Journal, 32, 883, 10.1080/02642069.2010.545878 Colicev, 2018, Improving consumer mindset metrics and shareholder value through social media: The different roles of owned and earned media, Journal of Marketing, 82, 37, 10.1509/jm.16.0055 Cunha, 2009, Sunk-cost effects on purely behavioral investments, Cognitive Science, 33, 105, 10.1111/j.1551-6709.2008.01005.x Dhar, 2009, Does chatter matter? The impact of user-generated content on music sales, Journal of Interactive Marketing, 23, 300, 10.1016/j.intmar.2009.07.004 Gasper, 2002, Attending to the big picture: Mood and global versus local processing of visual information, Psychological Science, 13, 34, 10.1111/1467-9280.00406 Godes, 2004, Using online conversations to study word-of-mouth communication, Marketing Science, 23, 545, 10.1287/mksc.1040.0071 Ghose, 2010, Estimating the helpfulness and economic impact of product reviews: Mining text and reviewer characteristics, IEEE Transactions on Knowledge and Data Engineering, 23, 1498, 10.1109/TKDE.2010.188 Hansen, 2011, The abstractness of luxury, Journal of Economic Psychology, 32, 789, 10.1016/j.joep.2011.05.005 He, 2007, The effect of decision risk and project stage on escalation of commitment, Organizational Behavior and Human Decision Processes, 103, 225, 10.1016/j.obhdp.2007.01.002 Hogreve, 2019, Service recovery on stage: Effects of social media recovery on virtually present others, Journal of Service Research, 22, 421, 10.1177/1094670519851871 Jahandideh, B., Golmohammadi, A., Meng, F., O‘Gorman, K. D., & Taheri, B. (2014). Cross-Cultural Comparison of Chinese and Arab Consumer Complaint Behavior in the Hotel Context.International Journal of Hospitality Management,41, 67-76. Jiménez, 2013, Too popular to ignore: The influence of online reviews on purchase intentions of search and experience products, Journal of Interactive Marketing, 27, 226, 10.1016/j.intmar.2013.04.004 Jin, 2013, Designing service guarantees with construal fit effects of temporal distance on consumer responses to service guarantees, Journal of Service Research, 16, 202, 10.1177/1094670512468330 Jin, 2014, The recent versus the out-dated: An experimental examination of the time-variant effects of online consumer reviews, Journal of Retailing, 90, 552, 10.1016/j.jretai.2014.05.002 Kahneman, 1979, Prospect theory: An analysis of decisions under risk, Econometrica, 47, 263, 10.2307/1914185 Keaveney, 2001, Customer switching behavior in online services: An exploratory study of the role of selected attitudinal, behavioral, and demographic factors, Journal of the Academy of Marketing Science, 29, 374, 10.1177/03079450094225 Khare, 2011, The assimilative and contrastive effects of word-of-mouth volume: An experimental examination of online consumer ratings, Journal of Retailing, 87, 111, 10.1016/j.jretai.2011.01.005 Kim, 2016, Application of construal-level theory to promotional strategies in the hotel industry, Journal of Travel Research, 55, 340, 10.1177/0047287514550097 Kotler, 2003 Kruglanski, A. W., & Higgins, E. T. (Eds.). (2013).Social psychology: Handbook of basic principles. Guilford Publications. Laurent, 1985, Measuring consumer involvement profiles, Journal of Marketing Research, 22, 41, 10.1177/002224378502200104 Ledgerwood, 2010, Differential information use for near and distant decisions, Journal of Experimental Social Psychology, 46, 638, 10.1016/j.jesp.2010.03.001 Lee, 2012, Toward understanding consumer processing of negative online word-of-mouth communication: The roles of opinion consensus and organizational response strategies, Journal of Hospitality and Tourism Research, 38, 330, 10.1177/1096348012451455 Lee, 2008, The effect of negative online consumer reviews on product attitude: An information processing view, Electronic Commerce Research and Applications, 7, 341, 10.1016/j.elerap.2007.05.004 Li, 2002, Impact of 3-D advertising on product knowledge, brand attitude, and purchase intention: The mediating role of presence, Journal of advertising, 31, 43, 10.1080/00913367.2002.10673675 Liu, 2006, Word of mouth for movies: Its dynamics and impact on box office revenue, Journal of Marketing, 70, 74, 10.1509/jmkg.70.3.074 Luo, 2009, Quantifying the long-term impact of negative word of mouth on cash flows and stock prices, Marketing Science, 28, 148, 10.1287/mksc.1080.0389 Maglio, 2013, Distance from a distance: Psychological distance reduces sensitivity to any further psychological distance, Journal of Experimental Psychology, 142, 644, 10.1037/a0030258 Miao, 2013, the impact of other customers on customer experiences: A psychological distance perspective, Journal of Hospitality & Tourism Research, 37, 77, 10.1177/1096348011425498 McColl-Kennedy, 2017, Cocreative customer practices: Effects of health care customer value cocreation practices on well-being, Journal of Business Research, 70, 55, 10.1016/j.jbusres.2016.07.006 Navarro, 2009, The sunk-time effect: An exploration, Journal of Behavioral Decision Making, 22, 252, 10.1002/bdm.624 Neghina, 2017, Consumer motives and willingness to co-create in professional and generic services, Journal of Service Management, 28, 157, 10.1108/JOSM-12-2015-0404 Olivola, 2018, The interpersonal sunk-cost effect, Psychological science, 29, 1072, 10.1177/0956797617752641 Pan, 2011, How much can you trust online information? Cues for perceived trustworthiness of consumer-generated online information, Journal of Interactive Marketing, 25, 67, 10.1016/j.intmar.2011.01.002 Poddar, A., Banerjee, S., & Sridhar, K. (2017). False advertising or slander? Using location based tweets to assess online rating-reliability.Journal of Business Research. Purnawirawan, 2012, Balance and sequence in online reviews: How perceived usefulness affects attitudes and intentions, Journal of Interactive Marketing, 26, 244, 10.1016/j.intmar.2012.04.002 Purnawirawan, 2015, A meta-analytic investigation of the role of valence in online reviews, Journal of Interactive Marketing, 31, 17, 10.1016/j.intmar.2015.05.001 Qiu, 2012, Effects of conflicting Aggregated Rating on EWOM review credibility and diagnosticity: The moderating role of review valence, Decision Support Systems, 54, 631, 10.1016/j.dss.2012.08.020 Reimer, 2018, Not just for the recommender: How eWOM incentives influence the recommendation audience, Journal of Business Research, 86, 11, 10.1016/j.jbusres.2018.01.041 Rui, 2013, Whose and what chatter matters? The effect of tweets on movie sales, Decision Support Systems, 55, 863, 10.1016/j.dss.2012.12.022 Schaefers, 2016, Service recovery via social media: The social influence effects of virtual presence, Journal of Service Research, 19, 192, 10.1177/1094670515606064 Shobeiri, 2015, Shopping online for goods vs. services: Where do experiential features help more?, International Journal of Consumer Studies, 39, 172, 10.1111/ijcs.12165 Siering, M., & Muntermann, J. (2013). What Drives the Helpfulness of Online Product Reviews? From Stars to Facts and Emotions. In: Proceedings of the 11th International Conference on Wirtschaftsinformatik. Leipzig: Germany. Skowronski, 1989, Negativity and extremity in impression formation: A review of explanations, Psychological Bulletin, 105, 131, 10.1037/0033-2909.105.1.131 Sparks, 2011, The impact of online reviews on hotel booking intentions and perception of trust, Tourism Management, 32, 1310, 10.1016/j.tourman.2010.12.011 Trope, 2003, Temporal construal, Psychological Review, 110, 403, 10.1037/0033-295X.110.3.403 Trope, 2007, Construal levels and psychological distance: effects on representation, prediction, evaluation, and behavior, Journal of Consumer Psychology, 17, 83, 10.1016/S1057-7408(07)70013-X Trusov, 2009, Effects of Word-of-Mouth versus Traditional Marketing: Findings from an Internet Social Networking Site, Journal of Marketing, 73, 90, 10.1509/jmkg.73.5.90 Tykocinski, 2011, The lingering effects of our past experiences: The sunk-costs fallacy and the inaction-inertia effect, Social and Personality Psychology Compass, 5, 653, 10.1111/j.1751-9004.2011.00369.x Vermeulen, 2009, Tried and tested: The impact of online hotel reviews on consumer consideration, Tourism Management, 30, 123, 10.1016/j.tourman.2008.04.008 West, 1998, Integrating multiple opinions: The role of aspiration level on consumer response to critic consensus, Journal of Consumer Research, 25, 38, 10.1086/209525 White, 2011, It's the mind-set that matters: the role of construal level and message framing in influencing consumer efficacy and conservation behaviors, Journal of Marketing Research, 48, 472, 10.1509/jmkr.48.3.472 Wu, 2016, The impact of power on service customers’ willingness to post online reviews, Journal of Service Research, 19, 224, 10.1177/1094670516630623 Xie, 2011, Consumers’ Responses to ambivalent online hotel reviews: The role of perceived source credibility and pre-decisional disposition, International Journal of Hospitality Management, 30, 178, 10.1016/j.ijhm.2010.04.008 You, 2015, A meta-analysis of electronic word-of-mouth elasticity, Journal of Marketing, 79, 19, 10.1509/jm.14.0169 Zhu, M., & Lai, S. Q. (2009, June). A study about the WOM influence on tourism destination choice. In2009 International Conference on Electronic Commerce and Business Intelligence(pp. 120-124). IEEE. Zimbra, 2017, Movie aspects, tweet metrics, and movie revenues: The influence of iOS vs, Android. Decision Support Systems, 102, 98, 10.1016/j.dss.2017.08.002