IDEAS home Printed from https://ideas.repec.org/a/spr/infosf/v22y2020i1d10.1007_s10796-018-9849-4.html
   My bibliography  Save this article

Dissatisfaction, Disconfirmation, and Distrust: an Empirical Examination of Value Co-Destruction through Negative Electronic Word-of-Mouth (eWOM)

Author

Listed:
  • Kichan Nam

    (American University of Sharjah)

  • Jeff Baker

    (American University of Sharjah)

  • Norita Ahmad

    (American University of Sharjah)

  • Jahyun Goo

    (Florida Atlantic University)

Abstract

Electronic word-of-mouth (eWOM) is a key source of information for consumers and is also a vitally important source of value to business and website owners. In this study, we investigate what causes consumers to trust or distrust a review website and how value is created (or destroyed) through online reviews, which are one type of eWOM. Building on the expectation confirmation model, this study examines how consumers’ disconfirmation of previous eWOM leads to distrust of the eWOM, which in turn leads to negative eWOM and ultimately to distrust of the review website itself. Experience-based dissatisfaction directly affects the writing of negative reviews, but only indirectly influences distrust of the website. We analyze survey data collected from users of the TripAdvisor website (n = 227), with PLS results providing support for our model. Implications exist for consumers who are users of review websites as readers of eWOM, for business owners whose products and services are reviewed online, and for review website platforms.

Suggested Citation

  • Kichan Nam & Jeff Baker & Norita Ahmad & Jahyun Goo, 2020. "Dissatisfaction, Disconfirmation, and Distrust: an Empirical Examination of Value Co-Destruction through Negative Electronic Word-of-Mouth (eWOM)," Information Systems Frontiers, Springer, vol. 22(1), pages 113-130, February.
    • Handle: RePEc:spr:infosf:v:22:y:2020:i:1:d:10.1007_s10796-018-9849-4
    DOI: 10.1007/s10796-018-9849-4
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s10796-018-9849-4
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s10796-018-9849-4?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. King, Robert Allen & Racherla, Pradeep & Bush, Victoria D., 2014. "What We Know and Don't Know About Online Word-of-Mouth: A Review and Synthesis of the Literature," Journal of Interactive Marketing, Elsevier, vol. 28(3), pages 167-183.
    2. Buonincontri, P. & Morvillo, A. & Okumus, F. & van Niekerk, M., 2017. "Managing the experience co-creation process in tourism destinations: Empirical findings from Naples," Tourism Management, Elsevier, vol. 62(C), pages 264-277.
    3. Viswanath Venkatesh, 2000. "Determinants of Perceived Ease of Use: Integrating Control, Intrinsic Motivation, and Emotion into the Technology Acceptance Model," Information Systems Research, INFORMS, vol. 11(4), pages 342-365, December.
    4. Andreas Munzel, 2016. "Assisting consumers in detecting fake reviews: The role of identity information disclosure and consensus," Post-Print hal-02423574, HAL.
    5. Munzel, Andreas, 2016. "Assisting consumers in detecting fake reviews: The role of identity information disclosure and consensus," Journal of Retailing and Consumer Services, Elsevier, vol. 32(C), pages 96-108.
    6. Stephanie Watts Sussman & Wendy Schneier Siegal, 2003. "Informational Influence in Organizations: An Integrated Approach to Knowledge Adoption," Information Systems Research, INFORMS, vol. 14(1), pages 47-65, March.
    7. Zeelenberg, M. & Pieters, R., 2004. "Beyond valence in customer dissatisfaction : A review and new findings on behavioral responses to regret and disappointment in failed services," Other publications TiSEM 7bfb4aa9-cba7-4786-850d-1, Tilburg University, School of Economics and Management.
    8. Bougie, J.R.G. & Pieters, R. & Zeelenberg, M., 2003. "Angry customers don't come back, they get back : The experience and behavioral implications of anger and dissatisfaction in services," Other publications TiSEM 1708fb71-fd68-41d9-b870-e, Tilburg University, School of Economics and Management.
    9. Filieri, Raffaele & Alguezaui, Salma & McLeay, Fraser, 2015. "Why do travelers trust TripAdvisor? Antecedents of trust towards consumer-generated media and its influence on recommendation adoption and word of mouth," Tourism Management, Elsevier, vol. 51(C), pages 174-185.
    10. Marya Wani & Vishnupriya Raghavan & Dolphy Abraham & Virginia Kleist, 0. "Beyond utilitarian factors: User experience and travel company website successes," Information Systems Frontiers, Springer, vol. 0, pages 1-17.
    11. Stephen Burgess & Carmine Sellitto & Carmen Cox & Jeremy Buultjens, 2011. "Trust perceptions of online travel information by different content creators: Some social and legal implications," Information Systems Frontiers, Springer, vol. 13(2), pages 221-235, April.
    12. Zeelenberg, Marcel & Pieters, Rik, 2004. "Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services," Journal of Business Research, Elsevier, vol. 57(4), pages 445-455, April.
    13. Marya Wani & Vishnupriya Raghavan & Dolphy Abraham & Virginia Kleist, 2017. "Beyond utilitarian factors: User experience and travel company website successes," Information Systems Frontiers, Springer, vol. 19(4), pages 769-785, August.
    14. L. Plé & R. Chumpitaz, 2010. "Not always co-creation: introducing interactional co-destruction of value in service-dominant logic," Post-Print halshs-00588239, HAL.
    15. Vargo, Stephen L. & Maglio, Paul P. & Akaka, Melissa Archpru, 2008. "On value and value co-creation: A service systems and service logic perspective," European Management Journal, Elsevier, vol. 26(3), pages 145-152, June.
    16. Michael L. Katz & Carl Shapiro, 1994. "Systems Competition and Network Effects," Journal of Economic Perspectives, American Economic Association, vol. 8(2), pages 93-115, Spring.
    17. Robertson, Nichola & Polonsky, Michael & McQuilken, Lisa, 2014. "Are my symptoms serious Dr Google? A resource-based typology of value co-destruction in online self-diagnosis," Australasian marketing journal, Elsevier, vol. 22(3), pages 246-256.
    18. Seung-Hun Shin & Sung-Byung Yang & Kichan Nam & Chulmo Koo, 0. "Conceptual foundations of a landmark personality scale based on a destination personality scale: Text mining of online reviews," Information Systems Frontiers, Springer, vol. 0, pages 1-10.
    19. Chengde Zheng & Xiaofeng Yu & Qiming Jin, 2017. "How user relationships affect user perceived value propositions of enterprises on social commerce platforms," Information Systems Frontiers, Springer, vol. 19(6), pages 1261-1271, December.
    20. Sparks, Beverley A. & Browning, Victoria, 2011. "The impact of online reviews on hotel booking intentions and perception of trust," Tourism Management, Elsevier, vol. 32(6), pages 1310-1323.
    21. Andreas Munzel, 2016. "Assisting consumers in detecting fake reviews: The role of identity information disclosure and consensus," Post-Print halshs-01522497, HAL.
    22. Michael Luca & Georgios Zervas, 2016. "Fake It Till You Make It: Reputation, Competition, and Yelp Review Fraud," Management Science, INFORMS, vol. 62(12), pages 3412-3427, December.
    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. Yousaf, Anish & Mishra, Abhishek & Gupta, Anil, 2021. "‘From technology adoption to consumption’: Effect of pre-adoption expectations from fitness applications on usage satisfaction, continual usage, and health satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    2. Badra Sandamali Galdolage, 2021. "Barriers for Entering the Digital World: Exploring Customer Value Co-destruction in Self-Service Technologies," FIIB Business Review, , vol. 10(3), pages 276-289, September.
    3. Kim, Taeyong & Hwang, Seungsoo & Kim, Minkyung, 2022. "Text analysis of online customer reviews for products in the FCB quadrants: Procedure, outcomes, and implications," Journal of Business Research, Elsevier, vol. 150(C), pages 676-689.
    4. Barta, Sergio & Gurrea, Raquel & Flavián, Carlos, 2023. "Consequences of consumer regret with online shopping," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    5. Liu, Hongfei & Jayawardhena, Chanaka & Shukla, Paurav & Osburg, Victoria-Sophie & Yoganathan, Vignesh, 2024. "Electronic word of mouth 2.0 (eWOM 2.0) – The evolution of eWOM research in the new age," Journal of Business Research, Elsevier, vol. 176(C).
    6. 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).
    7. Beatriz Moliner-Velázquez & María Fuentes-Blasco & Irene Gil-Saura, 2023. "Motivations and attitudes towards consulting eWOM when booking accommodation," Service Business, Springer;Pan-Pacific Business Association, vol. 17(2), pages 557-578, June.
    8. Liao, Junyun & Chen, Jiawen & Zhao, Haichuan & Li, Muhua, 2023. "Fanning the flames: Transmitting negative word of mouth of rival brands," Journal of Business Research, Elsevier, vol. 154(C).
    9. Sheshadri Chatterjee & Nripendra P. Rana & Yogesh K. Dwivedi, 2022. "Assessing Consumers’ Co‐production and Future Participation On Value Co‐creation and Business Benefit: an F-P-C-B Model Perspective," Information Systems Frontiers, Springer, vol. 24(3), pages 945-964, June.
    10. Abdulla H. Fetais & Raed S. Algharabat & Abdullah Aljafari & Nripendra P. Rana, 2023. "Do Social Media Marketing Activities Improve Brand Loyalty? An Empirical Study on Luxury Fashion Brands," Information Systems Frontiers, Springer, vol. 25(2), pages 795-817, April.

    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. Könsgen, Raoul & Schaarschmidt, Mario & Ivens, Stefan & Munzel, Andreas, 2018. "Finding Meaning in Contradiction on Employee Review Sites — Effects of Discrepant Online Reviews on Job Application Intentions," Journal of Interactive Marketing, Elsevier, vol. 43(C), pages 165-177.
    2. Mardumyan, Anna & Siret, Iris, 2023. "When review verification does more harm than good: How certified reviews determine customer–brand relationship quality," Journal of Business Research, Elsevier, vol. 160(C).
    3. Stockheim, Inbal & Perez, Dikla & Podkamien, Yael, 2024. "Friend and Foe: The impact of complimentary competitor content (CCC) on consumer response towards the endorsing competitor," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    4. Kim, Molan & Lee, Seung Min & Choi, Sanghak & Kim, Sang Yong, 2021. "Impact of visual information on online consumer review behavior: Evidence from a hotel booking website," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    5. Plotkina, Daria & Munzel, Andreas & Pallud, Jessie, 2020. "Illusions of truth—Experimental insights into human and algorithmic detections of fake online reviews," Journal of Business Research, Elsevier, vol. 109(C), pages 511-523.
    6. Moon, Sangkil & Kim, Moon-Yong & Iacobucci, Dawn, 2021. "Content analysis of fake consumer reviews by survey-based text categorization," International Journal of Research in Marketing, Elsevier, vol. 38(2), pages 343-364.
    7. Birim, Şule Öztürk & Kazancoglu, Ipek & Kumar Mangla, Sachin & Kahraman, Aysun & Kumar, Satish & Kazancoglu, Yigit, 2022. "Detecting fake reviews through topic modelling," Journal of Business Research, Elsevier, vol. 149(C), pages 884-900.
    8. Ramón Barrera-Barrera, 2022. "Selecting the appropriate leading journal in Hospitality and Tourism research: a guide based on the topic-journal fit and the JCR impact factor," Scientometrics, Springer;Akadémiai Kiadó, vol. 127(4), pages 1801-1823, April.
    9. Petrescu, Maria & Ajjan, Haya & Harrison, Dana L., 2023. "Man vs machine – Detecting deception in online reviews," Journal of Business Research, Elsevier, vol. 154(C).
    10. Costa Filho, Murilo & Nogueira Rafael, Diego & Salmonson Guimarães Barros, Lucia & Mesquita, Eduardo, 2023. "Mind the fake reviews! Protecting consumers from deception through persuasion knowledge acquisition," Journal of Business Research, Elsevier, vol. 156(C).
    11. Hui Zhao & Xiaoyuan Wang & Debing Ni & Kevin W. Li, 2023. "The Quality-Signaling Role of Manipulated Consumer Reviews," Group Decision and Negotiation, Springer, vol. 32(3), pages 503-536, June.
    12. Onete Cristian Bogdan & Chita Sandra Diana & Vargas Vanesa Madalina, 2020. "The impact of fake news on the real estate market," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 14(1), pages 316-323, July.
    13. Pop Mihai-Ionuț & Ene Irina, 2019. "Influence of the educational level on the spreading of Fake News regarding the energy field in the online environment," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 13(1), pages 1108-1117, May.
    14. Plé, Loïc & Demangeot, Catherine, 2020. "Social contagion of online and offline deviant behaviors and its value outcomes: The case of tourism ecosystems," Journal of Business Research, Elsevier, vol. 117(C), pages 886-896.
    15. McColl-Kennedy, Janet R. & Patterson, Paul G. & Smith, Amy K. & Brady, Michael K., 2009. "Customer Rage Episodes: Emotions, Expressions and Behaviors," Journal of Retailing, Elsevier, vol. 85(2), pages 222-237.
    16. Visentin, Marco & Pizzi, Gabriele & Pichierri, Marco, 2019. "Fake News, Real Problems for Brands: The Impact of Content Truthfulness and Source Credibility on consumers' Behavioral Intentions toward the Advertised Brands," Journal of Interactive Marketing, Elsevier, vol. 45(C), pages 99-112.
    17. Chia-Ying Li & Yu-Hui Fang & Badri Munir Sukoco, 2021. "Value proposition as a catalyst for innovative service experience: the case of smart-tourism destinations," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 281-308, June.
    18. Ayoung Suh & Mengjun Li, 2021. "Digital Tracing during the COVID-19 Pandemic: User Appraisal, Emotion, and Continuance Intention," Sustainability, MDPI, vol. 13(2), pages 1-17, January.
    19. Faullant, Rita & Matzler, Kurt & Mooradian, Todd A., 2011. "Personality, basic emotions, and satisfaction: Primary emotions in the mountaineering experience," Tourism Management, Elsevier, vol. 32(6), pages 1423-1430.
    20. Chulmo Koo & Francesco Ricci & Cihan Cobanoglu & Fevzi Okumus, 2017. "Special issue on smart, connected hospitality and tourism," Information Systems Frontiers, Springer, vol. 19(4), pages 699-703, August.

    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:spr:infosf:v:22:y:2020:i:1:d:10.1007_s10796-018-9849-4. 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: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    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.