Since 2014
Antecedents to Intention to Engage in the Online Negative Word-of-Mouth Communication
Gadjah Mada International Journal of Business
View Archive Info| Field | Value | |
| Title |
Antecedents to Intention to Engage in the Online Negative Word-of-Mouth Communication
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| Creator |
Mardhiyah, Dien
Dharmmesta, Basu Swastha Purwanto, B. M. |
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| Description |
Complaints delivered directly to a firm will not be a problem if they can be handled properly, while the ones that are not disclosed directly to the firm but to a third party or even warnings to others not to use particular products or services, will be negative word-of-mouth communication. It can damage the image of the firm and be very detrimental. The purpose of this study was to analyze the antecedents of intention to engage in negative online word-of-mouth communication that includes dissatisfaction, service importance, success of complaint, complaint benefit, self confidence, altruism, retaliatory intention, and complaint cost. Medical services were selected considering the impact caused by the negligence of the service provider possibly giving rise to negative word-of-mouth communication. The online environment has been considered because of the developments in technology which provide opportunities for consumers to communicate with ach other. In addition, the dissemination of information through online media can spread incredibly widely and rapidly. The samples in this study comprised consumers of medical services who had disappointing experiences in using those services either directly or indirectly. A total of 123 questionnaires were analyzed with multiple regression analysis to test the research hypothesis. The results showed that the factors influencing the intentions behind negative online word-of-mouth communication were success of complaint, altruism, retaliatory intention, and complaint cost.
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| Publisher |
Master of Management, Faculty of Economics and Business, Universitas Gadjah Mada
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| Contributor |
—
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| Date |
2013-06-12
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| Type |
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion Peer-reviewed Article |
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| Format |
application/pdf
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| Identifier |
http://journal.ugm.ac.id/gamaijb/article/view/5698
10.22146/gamaijb.5698 |
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| Source |
Gadjah Mada International Journal of Business; Vol 15, No 2 (2013): May-August; 113-132
2338-7238 1411-1128 |
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| Language |
eng
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| Relation |
http://journal.ugm.ac.id/gamaijb/article/view/5698/4638
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