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Hubristic pride & prejudice: The effects of hubristic pride on negative word-of-mouth

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  • Septianto, Felix
  • Northey, Gavin
  • Chiew, Tung Moi
  • Ngo, Liem Viet

Abstract

Prior research has demonstrated how negative emotions influence negative word-of-mouth (NWOM). However, what if there exist certain positive emotions that influence consumers to spread NWOM? This research develops and tests a novel prediction that shows how a discrete positive emotion – hubristic pride – can increase intention to engage in NWOM following a service failure. Results from six experiments support this prediction. Further, this research shows that psychological entitlement drives the effect of hubristic pride. Moreover, this effect is attenuated when consumers are nudged to focus on helping others. This research builds on current theory involving emotion and NWOM, presents a number of areas for future research, and discusses managerial implications stemming from the findings.

Suggested Citation

  • Septianto, Felix & Northey, Gavin & Chiew, Tung Moi & Ngo, Liem Viet, 2020. "Hubristic pride & prejudice: The effects of hubristic pride on negative word-of-mouth," International Journal of Research in Marketing, Elsevier, vol. 37(3), pages 621-643.
    • Handle: RePEc:eee:ijrema:v:37:y:2020:i:3:p:621-643
    DOI: 10.1016/j.ijresmar.2019.11.003
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    Cited by:

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    2. Felix Septianto & Joya A. Kemper & Fandy Tjiptono & Widya Paramita, 2021. "The Role of Authentic (vs. Hubristic) Pride in Leveraging the Effectiveness of Cost Transparency," Journal of Business Ethics, Springer, vol. 174(2), pages 423-439, November.
    3. Herrando, Carolina & Jiménez-Martínez, Julio & Martín-De Hoyos, María José & Constantinides, Efthymios, 2022. "Emotional contagion triggered by online consumer reviews: Evidence from a neuroscience study," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    4. Chan, Eugene Y. & Northey, Gavin, 2021. "Luxury goods in online retail: How high/low positioning influences consumer processing fluency and preference," Journal of Business Research, Elsevier, vol. 132(C), pages 136-145.

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