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Determinants of negative word-of-mouth communication using social networking sites · Study

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Determinants of negative word-of-mouth communication using social networking sites

Makam S. Balaji, Kok Wei Khong, Alain Yee‐Loong Chong

2016-01-21articleInformation & Management255 citationsgreen

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Digital Marketing and Social Media Customer Service Quality and Loyalty Public Relations and Crisis Communication

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error

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2007G*Power 3: A flexible statistical power analysis program for the social, behavioral, and biomedical sciences

1988Structural equation modeling in practice: A review and recommended two-step approach.

1973The Strength of Weak Ties

1957A Theory of Cognitive Dissonance

2017A Theory of Cognitive Dissonance

1985Stress, social support, and the buffering hypothesis.

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2021Should I leave this industry? The role of stress and negative emotions in response to an industry negative work event

2018The effects of outward and inward negative emotions on consumers’ desire for revenge and negative word of mouth

2020Discrete emotional responses and face-to-face complaining: The joint effect of service failure type and culture

2022Online service failure: antecedents, moderators and consequences

2021Online Consumer Satisfaction During COVID-19: Perspective of a Developing Country

Details

Year2016

Typearticle

VenueInformation & Management

Languageen

Files0 public / 0

Identifiers

doi10.1016/j.im.2015.12.002

openalex_workW2280465155

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