Managing negative word-of-mouth: an exploratory study

References

• Anderson, E. W. (1998). Customer satisfaction and word of mouth. Journal of Service Research, 1, 5–17. doi:10.1177/109467059800100102
   Google Scholar
• Ang, L., & Buttle, F. A. (2006). Customer retention management processes: A quantitative study. European Journal of Marketing, 40(1/2), 83–99. doi:10.1108/03090560610637329
   Web of Science ®Google Scholar
• Aristotle. (2011). Rhetoric. (G. A. Kennedy, Trans.). Oxford: Oxford University Press.
   Google Scholar
• Arndt, J. (1967). Role of product-related conversations in the diffusion of a new product. Journal of Marketing Research, 4(3), 291–295. doi:10.2307/3149462
   Web of Science ®Google Scholar
• Bambauer-Sachse, S., & Mangold, S. (2011). Brand equity dilution through negative online word-of-mouth communication. Journal of Retailing and Consumer Services, 18, 38–45. doi:10.1016/j.jretconser.2010.09.003
   Google Scholar
• Belk, R. W. (1988). Possessions and self. Wiley International Encyclopedia of Marketing, 3. doi:10.1002/9781444316568.wiem03037
   Google Scholar
• Blodgett, J. G., & Anderson, R. D. (2000). A bayesian network model of the consumer complaint process. Journal of Service Research, 2(4), 321–338. doi:10.1177/109467050024002
   Google Scholar
• Blodgett, J. G., Granbois, D. H., & Walters, R. G. (1993). The effects of perceived justice on complainants’ negative word-of-mouth behavior and repatronage intentions. Journal of Retailing, 69(4), 399–428. doi:10.1016/0022-4359(93)90015-B
   Web of Science ®Google Scholar
• Bone, P. F. (1995). Word-of-mouth effects on short-term and long-term product judgments. Journal of Business Research, 32(3), 213–223. doi:10.1016/0148-2963(94)00047-I
   Web of Science ®Google Scholar
• Bonoma, T. (1985). Case research in marketing: Opportunities, problems, and a process. Journal of Marketing Research, 22(2), 199–208. doi:10.2307/3151365
   Web of Science ®Google Scholar
• Bowman, D., & Narayandas, D. (2001). Managing customer-initiated contacts with manufacturers: The impact on share of category requirements and word-of-mouth behavior. Journal of Marketing Research, 38(3), 281–297. doi:10.1509/jmkr.38.3.281.18863
   Web of Science ®Google Scholar
• Brown, J., Broderick, A. J., & Lee, N. (2007). Word of mouth communication within online communities: Conceptualizing the online social network. Journal of Interactive Marketing, 21(3), 2–20. doi:10.1002/dir.20082
   Web of Science ®Google Scholar
• Brown, T. J., Barry, T. E., Dacin, P. A., & Gunst, R. F. (2005). Spreading the word: Investigating antecedents of consumers’ positive word-of-mouth intentions and behaviors in a retailing context. Journal of the Academy of Marketing Science, 33(2), 123–138. doi:10.1177/0092070304268417
   Web of Science ®Google Scholar
• Buttle, F. A. (1998). Word of mouth: Understanding and managing referral marketing. Journal of Strategic Marketing, 6, 241–254. doi:10.1080/096525498346658
   Google Scholar
• Buttle, F. A. (2003). Customer relationship management: Concept and tools. Amsterdam: Elsevier, Butterworth Heinemann.
   Google Scholar
• Buttle, F. A. (2010). Social CRM: What is it and what does it mean for your business? Retrieved from www.buttleassociates.com
   Google Scholar
• Campbell, A. J. (2003). Creating customer knowledge competence: Managing customer relationship management programs strategically. Industrial Marketing Management, 32(5), 375–383. doi:10.1016/S0019-8501(03)00011-7
   Web of Science ®Google Scholar
• Carl, W. J. (2006). To tell or not to tell? Assessing the practical effects of disclosure for word-of-mouth marketing agents and their conversational partners. Social Science Research Network. Retrieved from http://ssrn.com/abstract=877760
   Google Scholar
• Cheng, S., Lam, T., & Hsu, C. H. C. (2006). Negative word-of-mouth communication intention: An application of the theory of planned behavior. Journal of Hospitality & Tourism Research, 30(1), 95–116. doi:10.1177/1096348005284269
   Google Scholar
• Coombs, W. T. (2007). Protecting organization reputations during a crisis: The development and application of situational crisis communication theory. Corporate Reputation Review, 10, 163–176. doi:10.1057/palgrave.crr.1550049
   Google Scholar
• Cravens, K. S., & Oliver, E. (2006). Employees: The key link to corporate reputation management. Business Horizons, July–August 49(4), 293–302. doi:10.1016/j.bushor.2005.10.006
   Google Scholar
• Creswell, J. W. (1997). Qualitative inquiry and research design: Choosing among five traditions. Thousand Oaks. CA: Sage.
   Google Scholar
• Davidow, M. (2003). Have you heard the word? The effect of word-of-mouth on perceived justice, satisfaction and repurchase intentions following complaint handling. Journal of Satisfaction, Dissatisfaction and Complaint Handling, 16, 69–80. Retrieved from http:/lilt.ilstu.edu
   Google Scholar
• Davidow, M., & Dacin, P. A. (1997). Understanding and influencing consumer complaint behavior: Improving organizational complaint management. Advances in Consumer Research, 24, 450–456. Retrieved from http://www.acrwebsite.org/search/view-conference-proceedings.aspx?Id=8085
   Google Scholar
• Davies, G., Chun, R., Da Silva, R. V., & Roper, S. (2003). Corporate reputation and competitiveness. London: Routledge.
   Google Scholar
• Daymon, C., & Holloway, I. (2011). Qualitative research methods in public relations and marketing communications (2nd ed.). Oxon: Routledge.
   Google Scholar
• de Chernatony, L. (1999). Brand management through narrowing the gap between brand identity and brand reputation. Journal of Marketing Management, 15(1–3), 157–179. doi:10.1362/026725799784870432
   Google Scholar
• de Matos, C. A., & Rossi, C. A. V. (2008). Word-of-mouth communications in marketing: A meta-analytic review of the antecedents and moderators. Journal of the Academy of Marketing Science, 36, 578–596. doi:10.1007/s11747-008-0121-1
   Web of Science ®Google Scholar
• Dellarocas, C. (2003). The digitization of word of mouth: Promise and challenges of online feedback mechanisms. Management Science, 49(10), 1407–1424. doi:10.1287/mnsc.49.10.1407.17308
   Web of Science ®Google Scholar
• Denzin, N. K. (1978). The research act: Participant observation: Varieties and strategies of the field method. New York, NY: McGraw-Hill.
   Google Scholar
• Desatnick, R. L. (1987). Managing to keep the customer. San Francisco, CA: Jossey-Bass.
   Google Scholar
• Dowling, G. R. (1993). Developing your company image into a corporate asset. Long Range Planning, 26(2), 101–109. doi:10.1016/0024-6301(93)90141-2
   Web of Science ®Google Scholar
• East, R., Hammond, K., & Gendall, P. (2006). Fact and fallacy in retention marketing. Journal of Marketing Management, 22(1–2), 5–23. doi:10.1362/026725706776022245
   Google Scholar
• East, R., Hammond, K., & Lomax, W. (2008). Measuring the impact of positive and negative word of mouth on brand purchase probability. International Journal of Research in Marketing, 2, 175–184. doi:10.1016/j.ijresmar.2008.04.001
   Web of Science ®Google Scholar
• Eisenhardt, K. M. (1989). Building theories from case study research. Academy of Mangement Review, 14(4), 532–550. doi:10.5465/AMR.1989.4308385
   Web of Science ®Google Scholar
• Ferguson, B. (2006). Black buzz and red ink: The financial impact of negative comment on US airlines. In J. Kirby & P. Marsden (Eds.), Connected marketing: The viral, buzz and word of mouth revolution. Oxford: Butterworth-Heinemann.
   Google Scholar
• Ferreira, L. D., & Merchant, M. (1992). Field research in management accounting and control: A review and evaluation. Accounting Auditing and Accountability Journal, 5(4), 3–34. doi:10.1108/09513579210019503
   Google Scholar
• File, K. M., & Prince, R. A. (1992). Positive word-of-mouth: Customer satisfaction and buyer behaviour. International Journal of Bank Marketing, 10(1), 25–29. doi:10.1108/02652329210007867
   Google Scholar
• Flyvbjerg, B. (2006). Five misunderstandings about case-study research. Qualitative Inquiry, 12(2), 219–245. 10.1177/1077800405284363
   Web of Science ®Google Scholar
• Folkes, V. (1984). Consumer reactions to product failure: An attributional approach. Journal of Consumer Research, 10, 398–409. Retrieved from http://www.jstor.org/stable/2488909
   Web of Science ®Google Scholar
• Folkes, V. S., & Kotsos, B. (1986). Buyers and sellers explanations for product failure: Who done it? Journal of Marketing, 50(2), 74–80. doi:10.2307/1251601
   Web of Science ®Google Scholar
• Fornell, C., & Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: A theoretical analysis. Journal of Marketing Research, 24(4), 337–346. doi:10.2307/3151381
   Web of Science ®Google Scholar
• Gilmore, A., & Carson, D. (1996). ‘Integrative’ qualitative methods in a services context. Marketing Intelligence & Planning, 14(6), 21–26. doi:10.1108/02634509610131126
   Google Scholar
• Glaser, B. G., & Strauss, A. L. (1967). The discovery of grounded theory. Chicago, IL: Aldine.
   Google Scholar
• Godes, D., & Mayzlin, D. (2004). Using online conversations to study word of mouth communications. Marketing Science, 23(4), 545–560. Retrieved from http://pubsonline.informs.org/doi/abs/10.1287/mksc.1040.0071
   Web of Science ®Google Scholar
• Goldenberg, J., Libai, B., Moldovan, S., & Muller, E. (2007). The NPV of bad news. International Journal of Research in Marketing, 24(3), 186–200. doi:10.1016/j.ijresmar.2007.02.003
   Web of Science ®Google Scholar
• Gotsi, M., & Wilson, A. M. (2001). Corporate reputation: Seeking a definition. Corporate Communications: An International Journal, 6(1), 24–30. doi:10.1108/13563280110381189
   Google Scholar
• Gremler, D. D. (1994). Word-of-mouth about service providers: An illustration of theory development in marketing. In C. W. Park & D. Smith (Eds.), AMA winter educators’ conference proceedings: Marketing theory and applications (pp. 62–70). Chicago, IL: American Marketing Association.
   Google Scholar
• Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998). Relational benefits in services industries: The customer’s perspective. Journal of the Academy of Marketing Science, 26(2), 101–114. doi:10.1177/0092070398262002
   Web of Science ®Google Scholar
• Hart, C. W. L., Heskett, J. L., & Sasser Jr., W. E. (1990). The profitable art of service recovery. Harvard Business Review, 68(4), 148–156. Retrieved from http://europepmc.org/abstract/MED/10106796
   PubMed Web of Science ®Google Scholar
• Haywood, K. M. (1989). Managing word-of-mouth communications. Journal of Services Marketing, 3(2), 55–67. doi:10.1108/EUM0000000002486
   Google Scholar
• Herr, P. M., Kardes, F. R., & Kim, J. (1991). The effects of word-of-mouth and product-attribute information on persuasion: An accessibility-diagnosticity perspective. Journal of Consumer Research, 17(4), 454–462. doi:10.1086/208570
   Web of Science ®Google Scholar
• Hirschman, A. O. (1970). Exit, voice, and loyalty: Responses to decline in firms, organizations, and states. Harvard, MA: Harvard University Press.
   Google Scholar
• Jones, S., Damon, A., Aiken, K., & Boush, D. M. (2009). Integrating experience, advertising and electronic word-of-mouth. Journal of Internet Commerce, 8(3/4), 246–267. doi:10.1080/15332860903467664
   Google Scholar
• Karami, A., Rowley, J., & Analoui, F. (2006). Research and knowledge building in management studies: An analysis of methodological preferences. International Journal of Management, 23(1), 43–51.
   Google Scholar
• Keaveney, S. M. (1995). Customer switching behavior in service industries: An exploratory study. Journal of Marketing, 59(2), 71–82. doi:10.2307/1252074
   Web of Science ®Google Scholar
• Keiningham, T. L., Cooil, B., Andreassen, T. W., & Aksoy, L. (2007). A longitudinal examination of net promoter and firm revenue growth. Journal of Marketing, 71(3), 39–51. doi:10.1509/jmkg.71.3.39
   Web of Science ®Google Scholar
• Kennedy, S. H. (1975). Nurturing corporate images: Total communication or ego trip? Cranfield: Cranfield Institute Press.
   Google Scholar
• Kuhn, T. S. (1987). What are scientific revolutions? In L. Kruger, L. J. Daston, & M. Heidelberger (Eds.), The probabilistic revolution, vol. 1: Ideas in history (pp. 7–22). Cambridge, MA: MIT Press.
   Google Scholar
• Lau, G. T., & Ng, S. (2001). Individual and situational factors influencing negative word-of-mouth behaviour. Canadian Journal of Administrative Sciences, 18(3), 163–178. doi:10.1111/j.1936-4490.2001.tb00253.x
   Web of Science ®Google Scholar
• Levesque, T. J., & Mcdougall, G. H. (1996). Customer dissatisfaction: The relationship between types of problems and consumer response. Journal of Academy of Marketing Science, 13(3), 264–276. doi:10.1111/j.1936-4490.1996.tb00736.x
   Google Scholar
• Levesque, T. J., & Mcdougall, G. H. (2000). Service problems and recovery strategies: An experiment. Canadian Journal of Administrative Sciences, 17(1), 20–37. doi:10.1111/j.1936-4490.2000.tb00204.x
   Web of Science ®Google Scholar
• Lewin, J. E., & Johnston, W. J. (1997). Relationship marketing theory in practice: A case study. Journal of Business Research, 39(1), 23–31. doi:10.1016/S0148-2963(96)00152-X
   Web of Science ®Google Scholar
• Lincoln, Y. S., & Guba, E. G. (1985). Naturalistic inquiry. Beverly Hills. CA: Sage.
   Google Scholar
• Lindlof, T. R., & Taylor, B. C. (2010). Qualitative communication research methods (3rd ed.). Thousand Oaks, CA: Sage.
   Google Scholar
• Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Journal of Tourism Management, 29, 458–468. doi:10.1016/j.tourman.2007.05.011
   Web of Science ®Google Scholar
• Marsden, P., Samson, A., & Upton, N. (2005). Advocacy drives growth in UK businesses. Brand Strategy, November–December, 1–9. Retrieved from http://eprints.lse.ac.uk/21889/
   Google Scholar
• Maxham III, J. G. (2001). Service recovery’s influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. Journal of Business Research, 54, 11–24. doi:10.1016/S0148-2963(00)00114-4
   Web of Science ®Google Scholar
• Mayzlin, D. (2006). Promotional chat on the internet. Marketing Science, 25(2), 155–163. Retrieved from http://pubsonline.informs.org/doi/abs/10.1287/mksc.1050.0137
   Web of Science ®Google Scholar
• Miles, M. B., & Huberman, A. M. (1994). Qualitative data analysis: A source book of new methods. Newbury Park, CA: Sage.
   Google Scholar
• Mitroff, I. I., & Pearson, C. M. (1993). Crisis management: A diagnostic guide for improving your organization’s crisis-preparedness. San Francisco, CA: Jossey-Bass.
   Google Scholar
• Murray, K. B., & Schlacter, J. L. (1990). The impact of services versus goods on consumers’ assessment of perceived risk and variability. Journal of the Academy of Marketing Science, 18(1), 51–65. doi:10.1007/BF02729762
   Google Scholar
• Netpromoter. (2011). Retrieved June 25, 2014, from http://www.netpromoter.com/home
   Google Scholar
• Nyer, P. U. (1999). Cathartic complaining as a way of reducing consumer dissatisfaction. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behaviour, 12, 15–24. Retrieved from http://lilt.ilstu.edu
   Google Scholar
• Nyer, P. U., & Gopinath, M. (2005). Effects of complaining versus negative word-of-mouth on subsequent changes in satisfaction: The role of public commitment. Psychology & Marketing, 22(12), 937–953. doi:10.1002/mar.20092
   Web of Science ®Google Scholar
• Patton, M. Q. (2002). Qualitative research and evaluation methods. Thousand Oaks, CA: Sage.
   Google Scholar
• Pearson, C. M., & Clair, J. A. (1998). Reframing crisis management. The Academy of Management Review, 23(1), 59–76. doi:10.5465/AMR.1998.192960
   Web of Science ®Google Scholar
• Perry, C. (1998). Processes of a case study methodology for postgraduate research in marketing. European Journal of Marketing, 32(9/10), 785–802. doi:10.1108/03090569810232237
   Google Scholar
• Perry, C., Reige, A., & Brown, L. (1999). Realism’s role among scientific paradigms in marketing research. Irish Marketing Review, 12(2), 16–23. Retrieved from http://arrow.dit/ie
   Google Scholar
• Pruden, D. R., & Vavra, T. (2004). Controlling the grapevine: How to measure and manage word-of-mouth. Marketing Management, July–August, 25–50. Retrieved from http://elibrary.ru/item.asp?id=8499223
   Google Scholar
• Reichheld, F. F. (2003). The one number you need to grow. Harvard Business Review, December, 1–11. Retrieved from http://www.thedatashop.co.uk
   Google Scholar
• Reichheld, F. F., & Teal, E. (1996). The loyalty effect. Boston, MA: Harvard Business School Press.
   Google Scholar
• Richins, M. L. (1983). Negative word-of-mouth by dissatisfied consumers: A pilot study. Journal of Marketing, 47(1), 68–78. Retrieved from http://www.jstor.org/stable/3203428
   Web of Science ®Google Scholar
• Roberto, M. (2011). BP and the Gulf of Mexico oil spill. London, ON: Ivey Publishing. Case 9B11C035 .
   Google Scholar
• Rubin, H. J., & Rubin, I. (2005). Qualitative interviewing: The art of hearing data. Thousand Oaks, CA: Sage.
   Google Scholar
• Sanday, P. R. (1979). The ethnographic paradigm(s). Administrative Science Quarterly, 24(4), 527–538. Retrieved from http://www.jstor.org/stable/2392359
   Web of Science ®Google Scholar
• Scapens, R. (1990). Researching management accounting practice: The role of case study methods. The British Accounting Review, 22, 259–281. doi:10.1016/0890-8389(90)90008-6
   Google Scholar
• Shamma, H. M., & Hassan, S. S. (2009). Customer and non-customer perspectives for examining corporate reputation. Journal of Product & Brand Management, 18(5), 326–337. Retrieved from http://www.jstor.org/stable/2392359
   Google Scholar
• Sharp, B. (2010). How brands grow: What marketers don’t know. Oxford: Oxford University Press.
   Google Scholar
• Singh, J. (1990). Voice, exit, and negative word-of-mouth behaviors: An investigation across three service categories. Journal of the Academy of Marketing Science, 18(1), 1–15. doi:10.1007/BF02729758
   Google Scholar
• Skowronski, J. J., & Carlston, D. E. (1989). Negativity and extremity biases in impression formation: A review of explanations. Psychological Bulletin, 105(1), 131–142. doi:10.1037/0033-2909.105.1.131
   Web of Science ®Google Scholar
• Smith, P. (1978). Sampling errors of variance components in small sample multifacet generalizability studies. Journal of Educational Statistics, 3(4), 319–346. doi:10.2307/1164776
   Google Scholar
• Spreng, R. A., Gilbert, D., Harrell, R. D., & Mackoy, E. (1995). Service recovery: Impact on satisfaction and intentions. Journal of Services Marketing, 9(1), 15–23. doi:10.1108/08876049510079853
   Google Scholar
• Stake, R. E. (2010). Qualitative research: Studying how things work. New York, NY: Guilford Press.
   Google Scholar
• Stauss, B., & Seidel, W. (2004). Complaints management: The heart of CRM. Mason, OH: Thomson.
   Google Scholar
• Strauss, A., & Corbin, J. A. (1997). Grounded theory in practice. Thousand Oaks, CA: Sage.
   Google Scholar
• Stuart, H. (1999). Towards a definitive model of the corporate identity management process. Corporate Communications: An International Journal, 4(4), 200–207. doi:10.1108/13563289910299328
   Google Scholar
• Sun, T., Youn, S., Wu, G., & Kuntaraporn, M. (2006). Online word-of-mouth (or mouse): An exploration of its antecedents and consequences. Journal of Computer-Mediated Communication, 11(4), article 11. doi:10.1111/j.1083-6101.2006.00310.x
   Web of Science ®Google Scholar
• TARP. (1986). Consumer complaint handling in America – An updated study. Washington DC: Office of Consumer Affairs, Technical Assistance Research Programs.
   Google Scholar
• Teddlie, C., & Yu, F. (2007). Mixed methods sampling: A typology with examples. Journal of Mixed Methods Research, 1, 77–100. doi:10.1177/2345678906292430
   Web of Science ®Google Scholar
• Thomas, G. M. (2004). Building the buzz in the hive mind. Journal of Consumer Behaviour, 4(1), 64–72. doi:10.1002/cb.158
   Google Scholar
• Wangenheim, F. V. (2005). Post-switching negative word of mouth. Journal of Service Research, 8(1), 67–78. doi:10.1177/1094670505276684
   Web of Science ®Google Scholar
• Vilponnen, A., Winter, S., & Sundqvist, S. (2006). Electronic word-of-mouth environments: Exploring referral network structure and adoption behavior. Journal of Interactive Advertising, 6(2), 71–86. doi:10.1080/15252019.2006.10722120
   Google Scholar
• Webb, E. J., Campbell, D. T., Schwartz, R. D., & Sechrest, L. (1966). Unobtrusive measures: Non-reactive research in the social sciences. Chicago, IL: Rand McNally.
   Google Scholar
• Webster, C., & Sundaram, D. S. (1998). Service consumption criticality in failure recovery. Journal of Business Research, 41, 153–159. doi:10.1016/S0148-2963(97)00004-0
   Web of Science ®Google Scholar
• Westbrook, R. A. (1987). Product/consumption based affective responses and post purchase processes. Journal of Marketing Research, 24, 258–270. doi:10.2307/3151636
   Web of Science ®Google Scholar
• Williams, M., & Buttle, F. A. (2011). The eight pillars of WOM management: Lessons from a multiple case study. Australasian Marketing Journal (AMJ), 19(2), 85–92. doi:10.1016/j.ausmj.2011.01.001
   Google Scholar
• Yin, R. K. (1984). Case study research: Design and methods. Beverly Hills, CA: Sage.
   Google Scholar
• Yin, R. K. (2003). Case study research: Design and methods (3rd ed.). Thousand Oaks, CA: Sage.
   Google Scholar
• Yin, R. K. (2009). Case study research: Design and methods (4th ed.). Beverly Hills, CA: Sage.
   Google Scholar
• Zineldin, M. (2006). The royalty of loyalty: CRM, quality and retention. Journal of Consumer Marketing, 23(7), 430–437. doi:10.1108/07363760610712975
   Google Scholar