Situational, individual, and social network determinants of negative online word-of-mouth

M. S. Balaji; Khong Kok Wei

Situational, individual, and social network determinants of negative online word-of-mouth

Research output: Chapter in Book/Conference proceeding › Conference contribution › peer-review

Abstract

This paper examines the situational, individual and social network determinants of negative online word-of-mouth on social network sites. The findings of the empirical study indicate that feeling of injustice, firm attribution, perceived service image, face concern, emotion regulation, SNS use intensity and tie strength significantly affects negative word-of-mouth.

Original language	English
Title of host publication	2014 Global Marketing Conference at Singapore
Pages	1123-1129
Number of pages	7
Publication status	Published - 2014

Keywords

Negative word-of-mouth
Social network
Social network sites
Perceived service image

Access to Document

http://dx.doi.org/10.15444/GMC2014.05.10.04

Cite this

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title = "Situational, individual, and social network determinants of negative online word-of-mouth",

abstract = "This paper examines the situational, individual and social network determinants of negative online word-of-mouth on social network sites. The findings of the empirical study indicate that feeling of injustice, firm attribution, perceived service image, face concern, emotion regulation, SNS use intensity and tie strength significantly affects negative word-of-mouth.",

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AB - This paper examines the situational, individual and social network determinants of negative online word-of-mouth on social network sites. The findings of the empirical study indicate that feeling of injustice, firm attribution, perceived service image, face concern, emotion regulation, SNS use intensity and tie strength significantly affects negative word-of-mouth.

KW - Negative word-of-mouth

KW - Social network

KW - Social network sites

KW - Perceived service image

M3 - Conference contribution

SP - 1123

EP - 1129

BT - 2014 Global Marketing Conference at Singapore

ER -

Situational, individual, and social network determinants of negative online word-of-mouth

Abstract

Keywords

Access to Document

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Cite this