2,528
Views
18
CrossRef citations to date
0
Altmetric
Article

The effects of brand hearsay on brand trust and brand attitudes

, &

References

  • Aaker, D. (2014). Aaker on branding: 20 principles that drive success. New York, NY: Morgan James Publishing.
  • Ahluwalia, R., Burnkrant, R. E., & Unnava, H. R. (2000). Consumer response to negative publicity: The moderating role of commitment. Journal of Marketing Research, 37(2), 203–214. doi:10.1509/jmkr.37.2.203.18734
  • Ahn, Y.-J., Kim, I.-S., & Hyun, S.-H. (2014). The relationship of a convention center’s brand hearsay on a convention center’s brand prestige and service quality: A moderating role of attention to social comparison information. Journal of Tourism and Leisure Research, 26(5), 233–248. (in Korean).
  • Amro, A. M., Ariffin, A. M., & Norsiah, A. H. (2018). The mediating role of trust, attitude and satisfaction on the relationship between social support and social commerce intention among university students in Saudi Arabia. International Journal of Current Research, 10(6), 70461–70465.
  • Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411–423. doi:10.1037/0033-2909.103.3.411
  • Atkinson, S., & Butcher, D. (2003). Trust in managerial relationships. Journal of Managerial Psychology, 18(4), 282–304. doi:10.1108/02683940310473064
  • Babin, B. J., & Babin, L. (2001). Seeking something different? A model of schema typicality, consumer affect, purchase intentions and perceived shopping value. Journal of Business Research, 54(2), 89–96. doi:10.1016/S0148-2963(99)00095-8
  • Ball, D., Simões Coelho, P., & Machás, A. (2004). The role of communication and trust in explaining customer loyalty: An extension to the ECSI model. European Journal of Marketing, 38(9/10), 1272–1293. doi:10.1108/03090560410548979
  • Bansal, H. S., & Voyer, P. A. (2000). Word-of-mouth processes within a services purchase decision context. Journal of Service Research, 3(2), 166–177. doi:10.1177/109467050032005
  • Barclay, D. W., Higgins, C., & Thompson, R. (1995). The partial least square (PLS) approach to causal modeling: Personal computer adoption and use an illustration. Technology Studies, 2(2), 285–309.
  • Bartsch, F., Diamantopoulos, A., Paparoidamis, N., & Chumpitaz, R. (2016). Global brand ownership: The mediating roles of consumer attitudes and brand identification. Journal of Business Research, 69, 3629–3635. doi:10.1016/j.jbusres.2016.03.023
  • Berger, C. R. (1986). Uncertain outcome values in predicted relationships uncertainty reduction theory then and now. Human Communication Research, 13(1), 34–38. doi:10.1111/hcre.1986.13.issue-1
  • Berger, C. R., & Calabrese, R. J. (1975). Some explorations in initial interaction and beyond: Toward a developmental theory of interpersonal communication. Human Communication Research, 1(2), 99–112. doi:10.1111/hcre.1975.1.issue-2
  • Berry, L. L. (2000). Cultivating service brand equity. Journal of the Academy of Marketing Science, 28(1), 128–137. doi:10.1177/0092070300281012
  • Bhandari, M., & Rodgers, S. (2017). What does the brand say? Effects of brand feedback to negative eWOM on brand trust and purchase intentions. International Journal of Advertising, 37(1), 125–141. doi:10.1080/02650487.2017.1349030
  • Bian, Q., & Forsythe, S. (2012). Purchase intention for luxury brand: A cross cultural comparison. Journal of Business Research, 65, 1443–1451. doi:10.1016/j.jbusres.2011.10.010
  • Bickart, B., & Schindler, R. (2001). Internet forums as influential sources of consumer information. Journal of Interactive Marketing., 15(3), 31–40. doi:10.1002/dir.1014
  • Bond, J., & Kirshenbaum, R. (1998). Under the radar: Talking to today’s cynical consumer. New York, NY: John Wiley & Sons.
  • Bosnjak, M., Tuten, T. L., & Wittmann, W. W. (2005). Unit(non) response in web‐based access panel surveys: An extended planned‐behavior approach. Psychology & Marketing, 22(6), 489–505. doi:10.1002/(ISSN)1520-6793
  • Brewer, M., & Chen, Y. (2007). Where(who) are collectives in collectivisim? Toward conceptual clarification of individualism and collectivism. Psychological Review., 114(1), 133–151. doi:10.1037/0033-295X.114.1.133
  • Brodie, R. J., Whittome, J. R., & Brush, G. J. (2009). Investigating the service brand: A customer value perspective. Journal of Business Research, 62(3), 345–355. doi:10.1016/j.jbusres.2008.06.008
  • Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81–93. doi:10.1509/jmkg.65.2.81.18255
  • Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern Methods for Business Research, 295(2), 295–336.
  • Chow, W. S., & Shi, S. (2014). Understanding consumer trust in social commerce websites. In Pacific Asia Conference on Information Systems(PACIS), Chengdu, China. 1–19.
  • Chu, S., & Kim, Y. (2011). Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites. International Journal of Advertising, 30(1), 47–75. doi:10.2501/IJA-30-1-047-075
  • De Leeuw, E. D. (2008). Choosing the method of data collection. In E. D. de Leeuw, J. J. Hox, & D. A. Dillman (Eds.), International handbook of survey methodology (pp. 113–135). New York, NY: Taylor & Francis Group/Lawrence Erlbaum Associates.
  • Denscombe, M. (2009). Item non‐response rates: A comparison of online and paper questionnaires. International Journal of Social Research Methodology, 12(4), 281–291. doi:10.1080/13645570802054706
  • Deutsch, M., & Gerard, H. B. (1955). A study of normative and informational social influencesupon individual judgment. Journal of Abnormal and Social Psychology, 51(3), 629–636. doi:10.1037/h0046408
  • Duncan, T., & Moriarty, S. E. (1998). A communication-based marketing model for managing relationships. Journal of Marketing, 62(2), 1–13. doi:10.1177/002224299806200201
  • Evans, J. R., & Mathur, A. (2005). The value of online surveys. Internet Research, 15(2), 195–219. doi:10.1108/10662240510590360
  • Falk, R. F., & Miller, N. B. (1992). A primer for soft modeling. Akron, OH: University of Akron Press.
  • Fiske, S. T. (1980). Attention and weight in person perception: The impact of negative and extreme behavior. Journal of Personality and Social Psychology, 38(6), 889–906. doi:10.1037/0022-3514.38.6.889
  • Fuller, M., Serva, M., & Benemati, J. (2007). Seeing is believing: The transitory influence of reputation information on e-commerce trust and decision making. Decision Sciences, 38(4), 675–699. doi:10.1111/j.1540-5915.2007.00174.x
  • Gates, G., Ewing, J., Russell, K., & Watkins, D. (2017, March 16). How Voklswagen’s ‘Defeat Devices’ worked. New York Times. Retrieved from http://nytimes.com
  • Goodson, S. (2012). Why brand building is important? Forbes. com.
  • Grace, D., & O’Cass, A. (2005). Service branding: Consumer verdicts on service brands. Journal of Retailing and Consumer Services, 12(2), 125–139. doi:10.1016/j.jretconser.2004.05.002
  • Gruen, T. W., Osmonbekov, T., & Czaplewski, A. J. (2006). eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty. Journal of Business Research, 59(4), 449–456. doi:10.1016/j.jbusres.2005.10.004
  • Hair, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM). Thousand Oaks, CA: Sage Publications.
  • Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414–433. doi:10.1007/s11747-011-0261-6
  • Han, S. (2018). Role of online social decision when purchasing NP: The moderating effect of NP innovation. Journal of Distribution Science, 17(7), 57–65.
  • Han, S., Nguyen, B., & Lee, T. (2015). Consumer-based chain restaurant brand equity, brand reputation, and brand trust. International Journal of Hospitality Management, 50(1), 84–93. doi:10.1016/j.ijhm.2015.06.010
  • Han, S.-H., Lee, Y.-K., & Lee, J.-G. (2018). Effects of organizational justice on emotions, job satisfaction, and turnover intention in franchise industry. Korean Journal of Franchise Management, 9(2), 7–16. doi:10.21871/KJFM.2018.06.9.2.7
  • Hennig-Thurau, T., Gwinnet, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the internet? Journal of Interactive Marketing, 18(1), 38–52. doi:10.1002/dir.10073
  • Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. doi:10.1007/s11747-014-0403-8
  • Hu, L. T., & Bentler, P. M. (1998). Fit indices in covariance structure modeling: Sensitivity to underparameterized model misspecification. Psychological Methods, 3(4), 424–453. doi:10.1037/1082-989X.3.4.424
  • Hwang, J., & Ok, C. (2013). The antecedents and consequence of consumer attitudes toward restaurant brands: A comparative study between casual and fine dining restaurants. International Journal of Hospitality Management, 32, 121–131. doi:10.1016/j.ijhm.2012.05.002
  • Jeon, G.-Y., & Ha, D.-H. (2009). Effects of brand evidence on emotion, brand satisfaction and customer loyalty in family restaurants. Korean Journal of Food and Cookery Science, 25(2), 206–218. (in Korean).
  • Jeong, H. J., & Koo, D. M. (2015). Combined effects of valence and attributes of e-WOM on consumer judgment for message and product: The moderating effect of brand community type. Internet Research, 25(1), 2–29. doi:10.1108/IntR-09-2013-0199
  • Johnson, D., & Grayson, K. (2005). Cognitive and affective trust in service relationships. Journal of Business Research, 58(4), 500–507. doi:10.1016/S0148-2963(03)00140-1
  • Kaplan, A. M., & Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of social media. Business Horizons, 53, 59–68. doi:10.1016/j.bushor.2009.09.003
  • Keller, K. (2008). Strategic brand management: Building, measuring, and managing brand equity. New York, NY: Pearson Prentice Hall.
  • Kempf, D. S., & Smith, R. E. (1998). Consumer processing of product trial and the influence of prior advertising: A structural modeling approach. Journal of Marketing Research, 35(3), 325–338. doi:10.1177/002224379803500304
  • Kim, M. J., Lee, C. K., Chung, N., & Kim, W. G. (2014). Factors affecting online tourism group buying and the moderating role of loyalty. Journal of Travel Research, 53(3), 380–394. doi:10.1177/0047287513497837
  • Kim, Y. J., Palakurthi, R., & Hancer, M. (2012). The environmentally friendly programs in hotels and customers’ intention to stay: An online survey approach. International Journal of Hospitality & Tourism Administration, 13(3), 195–214. doi:10.1080/15256480.2012.698169
  • Krystallis, A., & Chrysochou, P. (2014). The effects of service brand dimensions on brand loyalty. Journal of Retailing and Consumer Services, 21(2), 139–147. doi:10.1016/j.jretconser.2013.07.009
  • Ladhari, R., & Michaud, M. (2015). eWOM effects on hotel booking intentions, attitudes, trust, and website perceptions. International Journal of Hospitality Management, 46(1), 36–45. doi:10.1016/j.ijhm.2015.01.010
  • Lee, J., Lee, J.-N., & Tan, B. C. (2015). Antecedents of cognitive trust and affective distrust and their mediating roles in building customer loyalty. Information Systems Frontiers, 17(1), 159–175. doi:10.1007/s10796-012-9392-7
  • Lee, J., Park, D.-H., & Han, I. (2011). The different effects of online consumer reviews on consumers’ purchase intentions depending on trust in online shopping malls: An advertising perspective. Internet Research, 21(2), 187–206. doi:10.1108/10662241111123766
  • Lee, Y.-K., Kim, S., & Kim, S. Y. (2014a). The impact of internal branding on employee engagement and outcome variables in the hotel industry. Asia Pacific Journal of Tourism Research, 19(12), 1359–1380. doi:10.1080/10941665.2013.863790
  • Lee, Y.-K., Kim, S., Lee, C.-K., & Kim, S.-H. (2014b). The impact of a mega event on visitors’ attitude toward hosting destination: Using trust transfer theory. Journal of Travel & Tourism Marketing, 31(4), 507–521. doi:10.1080/10548408.2014.883347
  • Lee, Y.-K., Kim, S. Y., Chung, N., Ahn, K., & Lee, J.-W. (2016). When social media met commerce: A model of perceived customer value in group-buying. Journal of Services Marketing, 30(4), 398–410. doi:10.1108/JSM-04-2014-0129
  • Li, F., & Miniard, P. W. (2006). On the potential for advertising to facilitate trust in the advertised brand. Journal of Advertising, 35(4), 101–112. doi:10.2753/JOA0091-3367350407
  • Magnini, V. (2017). Designing tourism services in an era of information overload. In design science in tourism (pp. 161–172). Switzerland: Springer International Publishing.
  • Mangold, W. G., Miller, F., & Brockway, G. R. (1999). Word-of-mouth communication in the service marketplace. Journal of Services Marketing, 13(1), 73–89. doi:10.1108/08876049910256186
  • Marticotte, F., & Arcand, M. (2017). Schadenfreude, attitude and the purchase intentions of a counterfeit luxury brand. Journal of Business Research, 77, 175–183. doi:10.1016/j.jbusres.2016.12.010
  • Martinez, P., & Bosque, I. (2013). CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction. International Journal of Hospitality Management, 35, 89–99. doi:10.1016/j.ijhm.2013.05.009
  • McAllister, D. J. (1995). Affect-and cognition-based trust as foundations for interpersonal cooperation in organizations. Academy of Management Journal, 38(1), 24–59.
  • Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. doi:10.1177/002224299405800302
  • Muntinga, D. G., Moorman, M., & Smit, E. G. (2011). Introducing COBRAs: Exploring motivations for brand-related social media use. International Journal of Advertising, 30(1), 13–46. doi:10.2501/IJA-30-1-013-046
  • Park, E.-A., Kim, E.-J., Jeon, S.-K., & Lee, Y.-K. (2016). The effect of cusomer experiential value on action flow, performance satisfaction, and loyalty in performing arts market. Journal of Culture Industry, 16(4), 133–145.
  • Park, J., Lee, J., Lee, H., & Truex, D. (2012). Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services. International Journal of Information Management, 32(5), 459–468. doi:10.1016/j.ijinfomgt.2012.02.005
  • Preacher, K. J., & Hayes, A. F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879–891.
  • Racherla, P., Mandviwalla, M., & Connolly, D. J. (2012). Factors affecting consumers’ trust in online product reviews. Journal of Consumer Behaviour, 11(2), 94–104. doi:10.1002/cb.v11.2
  • Ryu, G., & Han, J. K. (2009). Word-of-mouth transmission in settings with multiple opinions: The impact of other opinions on WOM likelihood and valence. Journal of Consumer Psychology, 19, 403–415. doi:10.1016/j.jcps.2009.04.003
  • Salari, A., & Motiee, A. (2015). Investigating the impact of brand dimensions on brand loyalty empirical evidence from Iranian service sector. International Journal of Academic Research, 7(1), 320–326.
  • Sherif, C. W., Sherif, M., & Nebergall, R. E. (1965). Attitude and attitude change: The social judgment-involvement approach. Philadelphia, PA: W. B. Saunders.
  • Shi, S., & Chow, W. S. (2015). Trust development and transfer in social commerce: Prior experience as moderator. Industrial Management & Data Systems, 115(7), 1182–1203. doi:10.1108/IMDS-01-2015-0019
  • Stafford, M. R., & Day, E. (1995). Retail services advertising: The effects of appeal, medium, and service. Journal of Advertising, 24(1), 57–71. doi:10.1080/00913367.1995.10673468
  • Tenenhaus, M., Vinzi, V. E., Chatelin, Y.-M., & Lauro, C. (2005). PLS path modeling. Computational Statistics & Data Analysis, 48(1), 159–205. doi:10.1016/j.csda.2004.03.005
  • Toufaily, E., Souiden, N., & Ladhari, R. (2013). Consumer trust toward retail websites: Comparison between pure click and click-and-brick retailers. Journal of Retailing and Consumer Services, 20(6), 538–548. doi:10.1016/j.jretconser.2013.05.001
  • Tsiotsou, R. (2010). Brand loyalty through brand attachment and brand trust: A relational perspective. Paper Presented at the Proceedings of 6th Thought Leaders International Conference in Brand Management, April 18–20, Lugano, Switzerland, pp. 1–14.
  • Vinzi, V. E., Trinchera, L., & Amato, S. (2010). PLS path modeling: From foundations to recent developments and open issues for model assessment and improvement. In Vinzi, V. E.,  Chin, W. W., Henseler, J., Wang, H. (Eds.), Handbook of partial least squares (pp. 47–82). Springer.
  • Wu, -J.-J., & Tsang, A. S. (2008). Factors affecting members’ trust belief and behaviour intention in virtual communities. Behaviour & Information Technology, 27(2), 115–125. doi:10.1080/01449290600961910
  • Wu, P. C., & Wang, Y. C. (2011). The influence of electronic word-of-mouth message appeal and message source credibility on brand attitude. Asia Pacific Journal of Marketing and Logistics, 23(4), 448–472. doi:10.1108/13555851111165020
  • Xie, L., Peng, J., & Huan, T. (2014). Crafting and testing a central precept in service-dominant logic: Hotel employee’s brand citizenship behavior and customers’ brand trust. International Journal of Hospitality Management, 42(1), 1–8. doi:10.1016/j.ijhm.2014.05.011
  • Yang, Z., Zhou, C., & Jiang, L. (2011). When do formal control and trust matter? A context-based analysis of the effects on marketing channel relationships in China. Industrial Marketing Management, 40(1), 86–96. doi:10.1016/j.indmarman.2010.09.013
  • Yen, Y. X., Shih-Tse Wang, E., & Horng, D. J. (2011). Suppliers’ willingness of customization, effective communication, and trust: A study of switching cost antecedents. Journal of Business & Industrial Marketing, 26(4), 250–259. Retrieved from http://www.koreaherald.com/view.php?ud=20180826000155 Less than 20% of restaurants, accommodations survive for 5 yrs

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.