IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v20y2013i3p358-364.html
   My bibliography  Save this article

The influence of negative marketplace information on consumer attitudes toward a service establishment

Author

Listed:
  • Smith, Ronn J.
  • Knuff, David C.
  • Sprott, David E.
  • Spangenberg, Eric R.

Abstract

Market information about service providers and retailers can significantly influence how customers view firms. Prior research indicates that the impact of such information (especially when it is counter to consumers’ initial views of a firm) is dependent upon the nature of the customers’ evaluations, as well as the nature of the information itself. The current study examines these issues in the context of attitudes toward, and negative reviews about, a service provider (a new restaurant chain). An experimental study partially supports prior research findings and suggests a new process using a validated measure distinguishing between hedonic and utilitarian dimensions of attitude. Implications of our results are provided for theory and practice.

Suggested Citation

  • Smith, Ronn J. & Knuff, David C. & Sprott, David E. & Spangenberg, Eric R., 2013. "The influence of negative marketplace information on consumer attitudes toward a service establishment," Journal of Retailing and Consumer Services, Elsevier, vol. 20(3), pages 358-364.
    • Handle: RePEc:eee:joreco:v:20:y:2013:i:3:p:358-364
    DOI: 10.1016/j.jretconser.2013.03.001
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698913000301
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2013.03.001?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Kolbe, Richard H & Burnett, Melissa S, 1991. "Content-Analysis Research: An Examination of Applications with Directives for Improving Research Reliability and Objectivity," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(2), pages 243-250, September.
    2. Adaval, Rashmi, 2001. "Sometimes It Just Feels Right: The Differential Weighting of Affect-Consistent and Affect-Inconsistent Product Information," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 28(1), pages 1-17, June.
    3. Mazaheri, Ebrahim & Basil, Debra Z. & Yanamandram, Venkata & Daroczi, Zoltan, 2011. "The impact of pre-existing attitude and conflict management style on customer satisfaction with service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 18(3), pages 235-245.
    4. Bambauer-Sachse, Silke & Mangold, Sabrina, 2011. "Brand equity dilution through negative online word-of-mouth communication," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 38-45.
    5. Dina Mayzlin, 2006. "Promotional Chat on the Internet," Marketing Science, INFORMS, vol. 25(2), pages 155-163, 03-04.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Agnieszka Zablocki & Bodo Schlegelmilch & Michael J. Houston, 2019. "How valence, volume and variance of online reviews influence brand attitudes," AMS Review, Springer;Academy of Marketing Science, vol. 9(1), pages 61-77, June.
    2. Bambauer-Sachse, Silke & Mangold, Sabrina, 2013. "Do consumers still believe what is said in online product reviews? A persuasion knowledge approach," Journal of Retailing and Consumer Services, Elsevier, vol. 20(4), pages 373-381.
    3. Namrata Sandhu, 2019. "Fueling Gender Stereotypes: A Content Analysis of Automobile Advertisements," Business Perspectives and Research, , vol. 7(2), pages 163-178, July.
    4. Chiara Mauri & Angelo Di Gregorio & Alice Mazzucchelli & Isabella Maggioni, 2017. "The employability of marketing graduates in the era of digitalisation and globalisation," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2017(4), pages 103-124.
    5. Garaus, Marion & Hudáková, Melánia, 2022. "The impact of the COVID-19 pandemic on tourists’ air travel intentions: The role of perceived health risk and trust in the airline," Journal of Air Transport Management, Elsevier, vol. 103(C).
    6. Edgardo Arturo Ayala Gaytán, 2009. "Social network externalities and price dispersion in online markets," Ensayos Revista de Economia, Universidad Autonoma de Nuevo Leon, Facultad de Economia, vol. 0(2), pages 1-28, November.
    7. Inés López López & Salvador Ruiz de Maya, 2012. "When hedonic products help regulate my mood," Marketing Letters, Springer, vol. 23(3), pages 701-717, September.
    8. Khim-Yong Goh & Cheng-Suang Heng & Zhijie Lin, 2013. "Social Media Brand Community and Consumer Behavior: Quantifying the Relative Impact of User- and Marketer-Generated Content," Information Systems Research, INFORMS, vol. 24(1), pages 88-107, March.
    9. Dewani, Prem Prakash & Sinha, Piyush Kumar & Mathur, Sameer, 2016. "Role of gratitude and obligation in long term customer relationships," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 143-156.
    10. Lei Du & Yingbin Feng & Li Yaning Tang & Wei Kang & Wei Lu, 2020. "Networks in disaster emergency management: a systematic review," Natural Hazards: Journal of the International Society for the Prevention and Mitigation of Natural Hazards, Springer;International Society for the Prevention and Mitigation of Natural Hazards, vol. 103(1), pages 1-27, August.
    11. Pullig, Chris & Maxham, James III & Hair, Joseph Jr., 2002. "Salesforce automation systems: an exploratory examination of organizational factors associated with effective implementation and salesforce productivity," Journal of Business Research, Elsevier, vol. 55(5), pages 401-415, May.
    12. Caldieraro, Fabio & Cunha, Marcus, 2022. "Consumers’ response to weak unique selling propositions: Implications for optimal product recommendation strategy," International Journal of Research in Marketing, Elsevier, vol. 39(3), pages 724-744.
    13. Jungju Yu, 2021. "A Model of Brand Architecture Choice: A House of Brands vs. A Branded House," Marketing Science, INFORMS, vol. 40(1), pages 147-167, January.
    14. Chilombo, Andrew & Van Der Horst, Dan, 2021. "Livelihoods and coping strategies of local communities on previous customary land in limbo of commercial agricultural development: Lessons from the farm block program in Zambia," Land Use Policy, Elsevier, vol. 104(C).
    15. Chrysanthos Dellarocas, 2006. "Strategic Manipulation of Internet Opinion Forums: Implications for Consumers and Firms," Management Science, INFORMS, vol. 52(10), pages 1577-1593, October.
    16. Zhuang, Mengzhou & Cui, Geng & Peng, Ling, 2018. "Manufactured opinions: The effect of manipulating online product reviews," Journal of Business Research, Elsevier, vol. 87(C), pages 24-35.
    17. Elvira Ismagilova & Emma L. Slade & Nripendra P. Rana & Yogesh K. Dwivedi, 2020. "The Effect of Electronic Word of Mouth Communications on Intention to Buy: A Meta-Analysis," Information Systems Frontiers, Springer, vol. 22(5), pages 1203-1226, October.
    18. Chakravarty, Anindita & Liu, Yong & Mazumdar, Tridib, 2010. "The Differential Effects of Online Word-of-Mouth and Critics' Reviews on Pre-release Movie Evaluation," Journal of Interactive Marketing, Elsevier, vol. 24(3), pages 185-197.
    19. Kim, Junyong & Gupta, Pranjal, 2012. "Emotional expressions in online user reviews: How they influence consumers' product evaluations," Journal of Business Research, Elsevier, vol. 65(7), pages 985-992.
    20. Jurui Zhang & Yong Liu & Yubo Chen, 2015. "Social Learning in Networks of Friends versus Strangers," Marketing Science, INFORMS, vol. 34(4), pages 573-589, July.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:20:y:2013:i:3:p:358-364. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.