SITUATIONAL, INDIVIDUAL, AND SOCIAL NETWORK DETERMINANTS OF NEGATIVE ONLINE WORD-OF-MOUTH

M S Balaji, Khong Kok Wei

LanguageENG
URLhttp://db.koreascholar.com/Article/Detail/271967

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Global Marketing Conference

2014 Global Marketing Conference at Singapore (2014.07)
pp.1123-1129

글로벌지식마케팅경영학회 (Global Alliance of Marketing & Management Associations)

Abstract

This paper examines the situational, individual and social network determinants of negative online word-of-mouth on social network sites. The findings of the empirical study indicate that feeling of injustice, firm attribution, perceived service image, face concern, emotion regulation, SNS use intensity and tie strength significantly affects negative word-of-mouth.

Keyword

Negative word-of-mouth Social network Social network sites perceived service image

Author

M S Balaji(Taylor’s University)
Khong Kok Wei(Taylor’s University)

KOREASCHOLAR

SITUATIONAL, INDIVIDUAL, AND SOCIAL NETWORK DETERMINANTS OF NEGATIVE ONLINE WORD-OF-MOUTH