Download or read book Countering the Detrimental Influence of Negative Electronic Word of Mouth Brands written by Manu Bhandari and published by . This book was released on 2015 with total page 94 pages. Available in PDF, EPUB and Kindle. Book excerpt: An experiment examined information processing of brand feedback to negative electronic word of mouth (eWOM), and the moderating role of stability and controllability of the cause of the problem on brand attitudes and purchase intentions. Brand feedback, the primary concept of this study, is defined as a written response by a business to consumers’ comments or eWOM message that seeks to strengthen or uphold the businesses’ promise to satisfy the needs or desires of the consumers. eWOM, on the other hand, is defined as any informal communication consumers have between each other about products and services online (Liu, 2006) such as online product reviews. The moderating effects of two eWOM content attributes are also examined, namely stability and controllability of the cause of the problem described in the eWOM message. The primary research question for the study is: Does brand feedback affect consumers’ brand attitudes and purchase intentions, and what is the role of stability and controllability of the cause –– conceptualized as characteristics of an eWOM message –– in moderating that effect? It is well known that eWOM influence consumers’ brand attitudes and purchase intentions, but research so far has not examined what influence, if any, brands and advertisers can have in the eWOM process, especially when brands provide feedback to an eWOM message. Previous advertising research has generally conceptualized eWOM as a static form of communication, comprised of a one-way flow of information from consumers providing the eWOM to other consumers who consume the eWOM. But advances in technology and companies’ desire to participate in the eWOM conversation has prompted eWOM that is dynamic; meaning, advertisers are able to join the eWOM conversation particularly when consumers express negative thoughts or dissatisfaction about a brand’s performance. While prior research has examined psychological processes of both positive and negative eWOM messages, the present research chooses to examine brand feedback to negative eWOM only since positive eWOM most likely would not merit a brand to provide feedback. However, not all negative eWOM carry equal cognitive weight in terms of information processing and persuasiveness (Cheung, Leo, Sia, & Chen, 2009; Cheung & Thadani, 2012) and the effect of brand feedback is likely to depend on characteristics of the eWOM message, such as whether the problem is indicated to be of a stable nature (stability) or under the control of the brand (controllability). In sum, the study is a 2 (Brand Feedback: Present/Absent) X 2 (Stability: Stable/Unstable) X 2 (Controllability: Brand-Controlled/Reviewer-Controlled) between-subjects experimental design measuring the effects of brand feedback, stability and controllability on brand attitudes and purchase intentions. In addition to the burgeoning eWOM literature, the current study draws on attribution theory, as well as the service recovery, complaint handling, and hospitality management literatures. Findings suggest that brand feedback is effective in increasing brand attitudes and purchase intentions for addressing unstable rather than stable causes, with the largest net improvement seen in brand-controlled unstable causes. Theoretically, the study adds to scholarly knowledge about the role of brands and advertisers in the eWOM communication process, and whether the effect depends on eWOM attributes such as controllability and stability of the identified cause of the problem. The present research controllability and stability of the identified cause of the problem. The present research also extends the application of attribution theory, developed originally in social psychology, to a relatively new area of online retail shopping. Practically, the study’s findings will allow advertising professionals to better strategize their brand feedback to dissatisfied consumers.

Download or read book Electronic Word of Mouth as a Promotional Technique written by Shu-Chuan Chu and published by Routledge. This book was released on 2020-04-17 with total page 168 pages. Available in PDF, EPUB and Kindle. Book excerpt: Recent years have seen digital advertising grow to the point where it will soon overtake television as the no. 1 advertising medium. In the online environment, consumers interact and share their thoughts on brands and their experiences using them. These electronic word-of-mouth (eWOM) communications have become a very important to the success of products. In today’s cluttered environment, it is especially important to study how the practice of eWOM advertising operates, and how marketers can influence eWOM in social media and other online sites. This volume starts with a chapter on the current state of knowledge on eWOM and then turns its attention to current research articles on a variety of eWOM formats. These include the posting of selfies on social media, the influence of review types on consumer perception and purchase intention, the effects of preannouncement messages, and how user-generated content can be used to induce effectiveness of eWOM on social media. The relationship of eWOM to brand building is emphasized in several of the chapters. This book was originally published as a special issue of the International Journal of Advertising.

Download or read book How to Deal with Negative Electronic Word Of Mouth written by Anonym and published by GRIN Verlag. This book was released on 2011-09-14 with total page 57 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2011 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,7, University of Münster, language: English, abstract: In today's virtual era, the power of word-of-mouth has grown dramatically. Online customer-to-customer articulations have been proven to impact consumer attitudes and behavior and have therefore direct impact on a product's success and a company's performance. The aim of this paper is to approach a response to the question how companies should deal with negative electronic Word-of-Mouth (eWOM). After a brief introduction to prior research of eWOM and its valence, the development and consequences of negative online articulations will be dis-cussed. Following the relevant eWOM and company parameters are identified that determine the impact of negative eWOM on a brand. The first step in approaching a response decision which is tracing and measuring online articulations is ex-plained and resulting coping strategies in form of direct and indirect reactions to negative eWOM are illustrated. Finally, the paper explains how companies can guard against negative eWOM.

Download or read book Brand Hate written by S. Umit Kucuk and published by Springer. This book was released on 2018-09-29 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book focuses on the concept of “brand hate” and consumer negativity in today’s digital markets. It explores the emotional detachment consumers generate against valued brands and how negative experiences affect their and other consumers' loyalty. It is almost impossible not to run into hateful language about companies and their brands in today’s digital consumption spaces. Consumer hostility and hate is not hidden and silent anymore but is now openly shared on many online anti-brand websites, consumer social networking sites, and complaint and review boards. The book defines consumer brand hate and discusses its dimensions, antecedents, and consequences as well as the semiotics and legality of such brand hate activities based on current brand dilution arguments. It describes the situations which lead to anti-branding and how consumers choose to express their dissatisfaction with a company on individual and social levels. This newly updated edition discusses recent research findings from brand hate literature with new cases and extended managerial analysis. Thus, the book provides strategic perspectives on how to handle such situations to achieve better functioning markets for scholars and practitioners in marketing, psychology, and consumer behavior.

Download or read book Electronic Word of Mouth eWOM in the Marketing Context written by Elvira Ismagilova and published by Springer. This book was released on 2017-02-15 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt: This SpringerBrief offers a state of the art analysis of electronic word-of-mouth (eWOM) communications and its role in marketing. The book begins with an overview of traditional word-of-mouth (WOM) and its evolution to eWOM. It discusses the differences between traditional and online WOM. The book examines why people engage in eWOM communications, but also how consumers evaluate its persuasiveness. It also looks at the effects of eWOM. The book identifies current gaps in the eWOM research, but also highlights future directions for this growing field. eWOM is an important marketing technique in brand communications, and it plays an important role in modern e-commerce. Marketers become extremely interested in enhancing the power of eWOM developing loyalty programs and building brands. Studying the effect of eWOM can be beneficial for companies. This book should be a good resource for scholars and practitioners that need to understand the pervasive effects of eWOM.

Download or read book POWER IN THE CLICK OF THE BEHOLDER written by Kimberleigh De Laine and published by . This book was released on 2023 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Ever since the creation of Web 2.0, there has been a seismic shift in how businesses advertise and promote their brands. Social media has birthed a new platform for people and organizations to interact with each other to pass information and opinions or accounts of experiences with products or services. As more consumers gravitate towards social media, firms are leveraging this sensation to engage and forge relationships with individuals which in most cases positively influence consumers' purchase decisions. However, when some customers are dissatisfied with services or products, they engage in social media negative word-of-mouth (NWOM) which could impact a brand's reputation, the consumer's purchase intention and ultimately the firm's bottom line. In the first study, 118 undergraduate students were surveyed, and empirical evidence was found to support mediating effects of brand reputation on the relationship between social media and purchase intention and moderating effects of brand engagement on the relationship between social media NWOM and brand reputation. In the second study, scenarios were presented to undergraduate students to investigate the impact of social media NWOM on small/local businesses vs. large chain businesses, the difficulty of recovery for small/local businesses, the NWOM correlation of switching behavior after product/service failure, and responses from a firm after a product/service failure. The third study replicated the findings from study two using a more diverse sample instead of students. The study expanded and explored why trust and recovery levels differ in large chain versus small/local businesses. Results indicated that small businesses suffered more from the failure in service/product but made a larger surge in trust than large chain businesses. Keywords: Negative-word-of-mouth, social media, brand engagement, business failure recovery, brand trust, switching behavior.

Download or read book Word of Mouth and Its Impact on Marketing written by Fatima Naz and published by GRIN Verlag. This book was released on 2013-11-11 with total page 10 pages. Available in PDF, EPUB and Kindle. Book excerpt: Essay from the year 2013 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 17, , course: business, language: English, abstract: In view of growing of the internet users for e-commerce and taking into account the emergent impact of word of mouth phenomenon this research have different aims. The aims of this study was built following dissimilar discussion with teachers and colleagues enlightening that word of mouth information for online purchasing do not have the same effect for everybody. Then they were born following dissimilar researchers together with what was already done in previous researches and what was completed. As a result different aims were drawn; the initial aim of this research is to study the attention of the customers in word of mouth to power their online purchasing activities. The next aim is to analyze the people influenced by interest of word of mouth. The following aim is to examine the marketing behavior bearing in mind the internet progress and word of mouth, their consideration for word of mouth marketing. In the form of research questions the aims of study are: How community utilizes and multiplies word of mouth information about online purchasing experience? How communities perceive word of mouth marketing? How marketers take word of mouth phenomenon and how they handle it?

Download or read book Digital and Social Media Marketing written by Nripendra P. Rana and published by Springer Nature. This book was released on 2019-11-11 with total page 337 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book examines issues and implications of digital and social media marketing for emerging markets. These markets necessitate substantial adaptations of developed theories and approaches employed in the Western world. The book investigates problems specific to emerging markets, while identifying new theoretical constructs and practical applications of digital marketing. It addresses topics such as electronic word of mouth (eWOM), demographic differences in digital marketing, mobile marketing, search engine advertising, among others. A radical increase in both temporal and geographical reach is empowering consumers to exert influence on brands, products, and services. Information and Communication Technologies (ICTs) and digital media are having a significant impact on the way people communicate and fulfil their socio-economic, emotional and material needs. These technologies are also being harnessed by businesses for various purposes including distribution and selling of goods, retailing of consumer services, customer relationship management, and influencing consumer behaviour by employing digital marketing practices. This book considers this, as it examines the practice and research related to digital and social media marketing.

Download or read book The Social Media Marketing Book written by Dan Zarrella and published by "O'Reilly Media, Inc.". This book was released on 2009-11-13 with total page 245 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you looking to take advantage of social media for your business or organization? With easy-to-understand introductions to blogging, forums, opinion and review sites, and social networks such as Twitter, Facebook, and LinkedIn, this book will help you choose the best -- and avoid the worst -- of the social web's unique marketing opportunities. The Social Media Marketing Book guides you through the maze of communities, platforms, and social media tools so you can decide which ones to use, and how to use them most effectively. With an objective approach and clear, straightforward language, Dan Zarrella, aka "The Social Media & Marketing Scientist," shows you how to plan and implement campaigns intelligently, and then measure results and track return on investment. Whether you're a seasoned pro or new to the social web, this book will take you beyond the jargon to social media marketing mastery. Make sense of this complicated environment with the help of screenshots, graphs, and visual explanations Understand the history and culture of each social media type, including features, functionality, and protocols Get clear-cut explanations of the methods you need to trigger viral marketing successes Choose the technologies and marketing tactics most relevant to your campaign goals Learn how to set specific goals for your campaigns and evaluate them according to key performance indicators Praise for The Social Media Marketing Book: "Let Zarrella take you to social-media marketing school. You'll learn more from reading this book than a month of research on the Internet."--Guy Kawasaki, co-founder of Alltop.com "If I could be any other person for a day, it would be Dan Zarella. Either him or Brad Pitt. But Dan's smarter. This book is why I say that."--Chris Brogan, President of New Marketing Labs "This book demonstrates a beginning to the endless possibilities of the Social Web."-- Brian Solis, publisher of leading marketing blog PR 2.0

Download or read book Social Mobile and Emerging Media around the World written by Alexander V. Laskin and published by Rowman & Littlefield. This book was released on 2018-06-20 with total page 206 pages. Available in PDF, EPUB and Kindle. Book excerpt: Social, Mobile, and Emerging Media around the World: Communication Case Studies is an edited collection of cutting edge research on the practical applications of diverse types of emerging media technologies in a variety of industries and in many different regions of the world. In recent years, emergent social media have initiated a revolution comparable in impact to the industrial revolution or the invention of the Internet. Today, social media’s usage statistics are mind-boggling: almost two billion people are Facebook users, over one billion people communicate via What’sApp, over forty billion pictures are posted on Instagram, and over one million snaps are sent on Snapchat daily. This edited collection analyzes the influence of emerging media technologies on governments, global organizations, non-profits, corporations, museums, restaurants, first responders, sports, medicine, television, and free speech. It studies such new media phenomena as brandjacking, crowd-funding, crowd-mapping, augmented reality, mHealth, and transmedia, focusing specifically on new media platforms like Facebook and Facebook Live, Twitter, Sina Weibo, Yelp, and other mobile apps.

Download or read book From Consumer Experience to Affective Loyalty Challenges and Prospects in the Psychology of Consumer Behavior 3 0 written by María Pilar Martínez-Ruiz and published by Frontiers Media SA. This book was released on 2018-02-19 with total page 346 pages. Available in PDF, EPUB and Kindle. Book excerpt: This research topic for Frontiers in Psychology highlights some of the more relevant changes that have conditioned consumer behavior in recent years—among these, the paradigm shift in marketing is worth emphasizing. Today, the market and the companies are implementing Marketing 4.0; This new marketing approach modifies both the business rules and the channels by changing the way to dialogue, interact and relation with consumers. The present Research Topic brings together 30 studies by 76 authors who analyzed the relevance of consumer behavior changes under this new paradigm, using different theoretical and methodological frameworks. These different papers, mainly constituting original research, examine a variety of sub-topics, including online and mobile environments, value co-creation, internal marketing strategies, and diverse industries and product markets. Given this broad selection of papers, we encourage readers to draw their own conclusions about the complex phenomena of consumer behavior. Our hope is that these different perspectives will cover various gaps in the field and prompt discussion among the audience of Frontiers in Psychology.

Download or read book Driving Consumer Engagement in Social Media written by Anna Bianchi and published by Routledge. This book was released on 2020-12-10 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book investigates how marketing communications in social networks influence electronic word of mouth, including an examination of brand type and geographic market. It focuses on motivations and reveals why people exchange opinions about brands, products and services in the digital environment. It is written for scholars and researchers within the fields of marketing and communication.

Download or read book Meta regression Analysis in Economics and Business written by T. D. Stanley and published by Routledge. This book was released on 2012 with total page 202 pages. Available in PDF, EPUB and Kindle. Book excerpt: Meta-Regression Analysis in Economics and Business is the first text devoted to the meta-regression analysis (MRA) of economics and business research.

Download or read book Brand Relevance written by David A. Aaker and published by John Wiley & Sons. This book was released on 2011-01-25 with total page 400 pages. Available in PDF, EPUB and Kindle. Book excerpt: Branding guru Aaker shows how to eliminate the competition and become the lead brand in your market This ground-breaking book defines the concept of brand relevance using dozens of case studies-Prius, Whole Foods, Westin, iPad and more-and explains how brand relevance drives market dynamics, which generates opportunities for your brand and threats for the competition. Aaker reveals how these companies have made other brands in their categories irrelevant. Key points: When managing a new category of product, treat it as if it were a brand; By failing to produce what customers want or losing momentum and visibility, your brand becomes irrelevant; and create barriers to competitors by supporting innovation at every level of the organization. Using dozens of case studies, shows how to create or dominate new categories or subcategories, making competitors irrelevant Shows how to manage the new category or subcategory as if it were a brand and how to create barriers to competitors Describes the threat of becoming irrelevant by failing to make what customer are buying or losing energy David Aaker, the author of four brand books, has been called the father of branding This book offers insight for creating and/or owning a new business arena. Instead of being the best, the goal is to be the only brand around-making competitors irrelevant.

Download or read book Personal Influence written by Elihu Katz and published by Routledge. This book was released on 2017-07-12 with total page 385 pages. Available in PDF, EPUB and Kindle. Book excerpt: First published in 1955, "Personal Influence" reports the results of a pioneering study conducted in Decatur, Illinois, validating Paul Lazarsfeld's serendipitous discovery that messages from the media may be further mediated by informal "opinion leaders" who intercept, interpret, and diffuse what they see and hear to the personal networks in which they are embedded. This classic volume set the stage for all subsequent studies of the interaction of mass media and interpersonal influence in the making of everyday decisions in public affairs, fashion, movie-going, and consumer behavior. The contextualizing essay in Part One dwells on the surprising relevance of primary groups to the flow of mass communication. Peter Simonson of the University of Pittsburgh has written that "Personal Influence was perhaps the most influential book in mass communication research of the postwar era, and it remains a signal text with historic significance and ongoing reverberations...more than any other single work, it solidified what came to be known as the dominant paradigm in the field, which later researchers were compelled either to cast off or build upon." In his introduction to this fiftieth-anniversary edition, Elihu Katz discusses the theory and methodology that underlie the Decatur study and evaluates the legacy of his coauthor and mentor, Paul F. Lazarsfeld.

Download or read book Plugged in written by Patti M. Valkenburg and published by Yale University Press. This book was released on 2017-01-01 with total page 341 pages. Available in PDF, EPUB and Kindle. Book excerpt: Cover -- Half-title -- Title -- Copyright -- Dedication -- Contents -- Preface -- 1 Youth and Media -- 2 Then and Now -- 3 Themes and Theoretical Perspectives -- 4 Infants, Toddlers, and Preschoolers -- 5 Children -- 6 Adolescents -- 7 Media and Violence -- 8 Media and Emotions -- 9 Advertising and Commercialism -- 10 Media and Sex -- 11 Media and Education -- 12 Digital Games -- 13 Social Media -- 14 Media and Parenting -- 15 The End -- Notes -- Acknowledgments -- Index -- A -- B -- C -- D -- E -- F -- G -- H -- I -- J -- K -- L -- M -- N -- O -- P -- Q -- R -- S -- T -- U -- V -- W -- X -- Y -- Z

Download or read book The Subtlety of Emotions written by Aaron Ben-Ze'Ev and published by MIT Press. This book was released on 2001-08-24 with total page 642 pages. Available in PDF, EPUB and Kindle. Book excerpt: An informal yet rigorous exploration of human emotions in all their complexity and subtlety. Why do we cry at the movies? What is the best way to manage destructive feelings such as jealousy? Although emotions pervade our lives, their nature, causes, and effects have only recently been studied by social scientists and philosophers. Despite growing scientific interest in the subject, empirical findings have not yet caught up with our intuitive knowledge. In this book Aaron Ben-Ze'ev carries out what he calls "a careful search for general patterns in the primeval jungle of emotions." In an engaging, informal style he draws on a variety of theoretical approaches and popular sources to produce a coherent account of emotions in all their subtlety. All of the ideas are illustrated with examples drawn from everyday life. The book is organized into two parts. The first presents an overall conceptual framework for understanding emotions. It looks at the typical characteristics and components of emotions, distinguishes emotions from other affective phenomena, classifies the emotions, and covers such related issues as emotional intelligence, regulating emotions, and emotions and morality. The second part discusses individual emotions, including envy, jealousy, pleasure-in-others'-misfortune, pity, compassion, anger, hate, disgust, love, sexual desire, happiness, sadness, pride, regret, and shame. The text is laced with insightful and often amusing quotations from sources ranging from Mae West to Montesquieu.