IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v44y2018icp1-10.html
   My bibliography  Save this article

The effects of different, discrete positive emotions on electronic word-of-mouth

Author

Listed:
  • Septianto, Felix
  • Chiew, Tung Moi

Abstract

Prior research has suggested that positive emotions typically leverage the spreading of electronic word-of-mouth (EWOM). However, different, discrete positive emotions cannot be expected to lead to similar outcomes. Thus, the current research aims to address this important gap in the literature by examining the differential influences of discrete positive emotions on EWOM. Across three studies, this research examines the effects of dispositional and incidental emotions on EWOM. Further, a qualitative comparative analysis is used to investigate the combinations of different positive emotions that can lead to higher levels of acceptance of EWOM. This research provides important evidence that not all positive emotions are similarly effective to increase EWOM. Moreover, to the best of our knowledge, this is the first research that explores how different, discrete positive emotions can be “combined†to achieve high levels of acceptance of EWOM.

Suggested Citation

  • Septianto, Felix & Chiew, Tung Moi, 2018. "The effects of different, discrete positive emotions on electronic word-of-mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 1-10.
    • Handle: RePEc:eee:joreco:v:44:y:2018:i:c:p:1-10
    DOI: 10.1016/j.jretconser.2018.05.006
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698918302765
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2018.05.006?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. Aaker, Jennifer L & Williams, Patti, 1998. "Empathy versus Pride: The Influence of Emotional Appeals across Cultures," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 25(3), pages 241-261, December.
    2. Williams, Patti & Aaker, Jennifer L, 2002. "Can Mixed Emotions Peacefully Coexist?," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 28(4), pages 636-649, March.
    3. Martin Eisend, 2011. "How humor in advertising works: A meta-analytic test of alternative models," Marketing Letters, Springer, vol. 22(2), pages 115-132, June.
    4. Karen Page Winterich & Kelly L. Haws, 2011. "Helpful Hopefulness: The Effect of Future Positive Emotions on Consumption," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 38(3), pages 505-524.
    5. San-Martín, Sonia & Prodanova, Jana & Jiménez, Nadia, 2015. "The impact of age in the generation of satisfaction and WOM in mobile shopping," Journal of Retailing and Consumer Services, Elsevier, vol. 23(C), pages 1-8.
    6. David Godes & Dina Mayzlin & Yubo Chen & Sanjiv Das & Chrysanthos Dellarocas & Bruce Pfeiffer & Barak Libai & Subrata Sen & Mengze Shi & Peeter Verlegh, 2005. "The Firm's Management of Social Interactions," Marketing Letters, Springer, vol. 16(3), pages 415-428, December.
    7. Gaur, Sanjaya S. & Herjanto, Halimin & Makkar, Marian, 2014. "Review of emotions research in marketing, 2002–2013," Journal of Retailing and Consumer Services, Elsevier, vol. 21(6), pages 917-923.
    8. Prentice, Catherine & Correia Loureiro, Sandra Maria, 2017. "An asymmetrical approach to understanding configurations of customer loyalty in the airline industry," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 96-107.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Jialing (Catherine) Lin & Zhimin Zhou & Fucheng Zheng & Xinru Jiang & Ninh Nguyen, 2023. "How do hotel star ratings affect the relationship between environmental CSR and green word‐of‐mouth?," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 30(5), pages 2651-2663, September.
    2. Septianto, Felix & Tjiptono, Fandy, 2019. "The interactive effect of emotional appeals and past performance of a charity on the effectiveness of charitable advertising," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 189-198.
    3. Septianto, Felix & An, Jake & Chiew, Tung Moi & Paramita, Widya & Tanudharma, Istiharini, 2019. "The similar versus divergent effects of pride and happiness on the effectiveness of loyalty programs," Journal of Business Research, Elsevier, vol. 99(C), pages 12-22.
    4. Felix Septianto & Billy Sung & Yuri Seo & Nursafwah Tugiman, 2018. "Proud volunteers: the role of self- and vicarious-pride in promoting volunteering," Marketing Letters, Springer, vol. 29(4), pages 501-519, December.
    5. Vladimir Vargas-Calderón & Andreina Moros Ochoa & Gilmer Yovani Castro Nieto & Jorge E. Camargo, 2021. "Machine learning for assessing quality of service in the hospitality sector based on customer reviews," Information Technology & Tourism, Springer, vol. 23(3), pages 351-379, September.
    6. Septianto, Felix & Ye, Sheng & Northey, Gavin, 2021. "The effectiveness of advertising images in promoting experiential offerings: An emotional response approach," Journal of Business Research, Elsevier, vol. 122(C), pages 344-352.
    7. Pashchenko, Yana & Rahman, Mst Farjana & Hossain, Md Shamim & Uddin, Md Kutub & Islam, Tarannum, 2022. "Emotional and the normative aspects of customers’ reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    8. Semila Fernandes & V.G. Venkatesh & Rajesh Panda & Yangyan Shi, 2021. "Measurement of factors influencing online shopper buying decisions: A scale development and validation," Post-Print hal-04455597, HAL.
    9. Hossain, Md Shamim & Rahman, Mst Farjana, 2022. "Detection of potential customers’ empathy behavior towards customers' reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    10. 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).
    11. Bigné, Enrique & Ruiz-Mafé, Carla & Badenes-Rocha, Alberto, 2023. "The influence of negative emotions on brand trust and intention to share cause-related posts: A neuroscientific study," Journal of Business Research, Elsevier, vol. 157(C).
    12. Gao Wei & Wang Lin & Wu Yanxiong & Yan Jingdong & Sadik Yusuf Musse, 2021. "The Relationship of Sustainability Communication on Social Media with Banking Consumers’ Loyalty through e-WOM," Sustainability, MDPI, vol. 13(7), pages 1-13, March.
    13. Shahid, Shadma & Paul, Justin, 2021. "Intrinsic motivation of luxury consumers in an emerging market," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    14. Septianto, Felix & Tjiptono, Fandy & Kusumasondjaja, Sony, 2020. "Anger punishes, compassion forgives: How discrete emotions mitigate double standards in consumer ethical judgment," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    15. Septianto, Felix & Chiew, Tung Moi & Thai, Nguyen T., 2020. "The congruence effect between product emotional appeal and country-based emotion: The moderating role of country-of-origin," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    16. Fernandes, Semila & Venkatesh, V.G. & Panda, Rajesh & Shi, Yangyan, 2021. "Measurement of factors influencing online shopper buying decisions: A scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    17. Septianto, Felix & Kemper, Joya A. & Choi, Jinyoung (Jane), 2020. "The power of beauty? The interactive effects of awe and online reviews on purchase intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    18. Heydari, Ali & Laroche, Michel & Paulin, Michèle & Richard, Marie-Odile, 2021. "Hofstede's individual-level indulgence dimension: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    19. 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.
    20. Zhao, Lu & Zhang, Mingli & Tu, Jianbo & Li, Jialing & Zhang, Yan, 2023. "Can users embed their user experience in user-generated images? Evidence from JD.com," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).

    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. Laure FANGUE & Colette SIMO & Jean DOUANLA, 2020. "Effect of Customer Trust on Customer Loyalty: Case of Second-Tier Microfinance Institutions in Cameroon," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 4(6), pages 53-59, June.
    2. Li Yan & Hean Tat Keh & Kyle B. Murray, 2024. "Feeling the values: How pride and awe differentially enhance consumers’ sustainable behavioral intentions," Journal of the Academy of Marketing Science, Springer, vol. 52(1), pages 75-96, January.
    3. Quach, Sara & Septianto, Felix & Thaichon, Park & Chiew, Tung Moi, 2021. "Mixed emotional appeal enhances positive word-of-mouth: The moderating role of narrative person," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    4. Nguyen, Hoang Sinh & Laufer, Daniel & Krisjanous, Jayne, 2020. "The effectiveness of guilt and shame appeals on health communications: The moderating role of self-construal and personal cultural orientation," Australasian marketing journal, Elsevier, vol. 28(4), pages 310-324.
    5. Dharun Kasilingam & Soundararaj Ajitha, 2022. "Storytelling in advertisements: understanding the effect of humor and drama on the attitude toward brands," Journal of Brand Management, Palgrave Macmillan, vol. 29(4), pages 341-362, July.
    6. Sedgley, Diane & Pritchard, Annette & Morgan, Nigel & Hanna, Paul, 2017. "Tourism and autism: Journeys of mixed emotions," Annals of Tourism Research, Elsevier, vol. 66(C), pages 14-25.
    7. Kareklas, Ioannis & Muehling, Darrel D. & King, Skyler, 2019. "The effect of color and self-view priming in persuasive communications," Journal of Business Research, Elsevier, vol. 98(C), pages 33-49.
    8. Leonidas A. Zampetakis & Manolis Lerakis & Konstantinos Kafetsios & Vassilis S. Moustakis, 2016. "The moderating role of anticipated affective ambivalence in the formation of entrepreneurial intentions," International Entrepreneurship and Management Journal, Springer, vol. 12(3), pages 815-838, September.
    9. James Agarwal & Wayne DeSarbo & Naresh K. Malhotra & Vithala Rao, 2015. "An Interdisciplinary Review of Research in Conjoint Analysis: Recent Developments and Directions for Future Research," Customer Needs and Solutions, Springer;Institute for Sustainable Innovation and Growth (iSIG), vol. 2(1), pages 19-40, March.
    10. Jin, Ting & Prentice, Catherine & Shao, Wei, 2021. "Identifying antecedent conditions for luxury brand purchase," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    11. Koo, Minkyung & Shavitt, Sharon & Lalwani, Ashok K. & Chinchanachokchai, Sydney, 2020. "Engaging in a culturally mismatched thinking style increases the preference for familiar consumer options for analytic but not holistic thinkers," International Journal of Research in Marketing, Elsevier, vol. 37(4), pages 837-852.
    12. Septianto, Felix, 2017. "Work more and indulge more: Exploring the self-licensing effect of hard work on likelihood to purchase hedonic products," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 235-239.
    13. Danatzis, Ilias & Möller, Jana & Mathies, Christine, 2020. "We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 4(2-3), pages 84-99.
    14. Aaker, Jennifer L. & Brumbaugh, Anne M. & Grier, Sonya A., 2000. "Non-target Markets and Viewer Distinctiveness: The Impact of Target Marketing on Advertising Attitudes," Research Papers 1578, Stanford University, Graduate School of Business.
    15. Leong, Lai-Ying & Hew, Teck-Soon & Ooi, Keng-Boon & Chong, Alain Yee-Loong, 2020. "Predicting the antecedents of trust in social commerce – A hybrid structural equation modeling with neural network approach," Journal of Business Research, Elsevier, vol. 110(C), pages 24-40.
    16. Yadav, Manjit S. & de Valck, Kristine & Hennig-Thurau, Thorsten & Hoffman, Donna L. & Spann, Martin, 2013. "Social Commerce: A Contingency Framework for Assessing Marketing Potential," Journal of Interactive Marketing, Elsevier, vol. 27(4), pages 311-323.
    17. Tang, Pok Man & Yam, Kai Chi & Koopman, Joel, 2020. "Feeling proud but guilty? Unpacking the paradoxical nature of unethical pro-organizational behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 160(C), pages 68-86.
    18. Sohn, Stefanie, 2017. "A contextual perspective on consumers' perceived usefulness: The case of mobile online shopping," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 22-33.
    19. Romain Cadario, 2015. "The impact of online word-of-mouth on television show viewership: An inverted U-shaped temporal dynamic," Marketing Letters, Springer, vol. 26(4), pages 411-422, December.
    20. Xuemei Tian & Libo Liu, 2017. "Does big data mean big knowledge? Integration of big data analysis and conceptual model for social commerce research," Electronic Commerce Research, Springer, vol. 17(1), pages 169-183, March.

    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:44:y:2018:i:c:p:1-10. 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.