Factors Affecting Negative E-WOM: A Literature Review and Merged Model

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dc.contributor.authorLuo, Margaret Meiling
dc.contributor.authorChien, Chih-Chia
dc.date.accessioned2020-12-24T19:52:44Z
dc.date.available2020-12-24T19:52:44Z
dc.date.issued2021-01-05
dc.description.abstractThis study aims to understand the motivations, firms, systems, and customer-related factors that drive negative electronic word-of-mouth (eWOM) communications. We attempt to understand why and how negative eWOM is formed because studies have suggested that negative eWOM may influence customers’ purchase behavior more than positive eWOM does. We collected 45 journal articles from 2012-2020 and identified factors and theories based on negative eWOM. A merged model and 21 propositions were developed based on the literature and results of meta research. The effect of negative eWOM is increasing because of the widespread use of social media. Our results shed light on the importance of the intrinsic motivations of negative eWOM and provide business ideas regarding how negative eWOM can be managed with a holistic view that includes multiple levels of factors. Future eWOM research can build on theories as well as our results and findings to ensure continuous development.
dc.format.extent10 pages
dc.identifier.doi10.24251/HICSS.2021.514
dc.identifier.isbn978-0-9981331-4-0
dc.identifier.urihttp://hdl.handle.net/10125/71131
dc.language.isoEnglish
dc.relation.ispartofProceedings of the 54th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectElectronic Marketing
dc.subjecte-commerce
dc.subjectmeta analysis
dc.subjectmotivations
dc.subjectnegative ewom
dc.subjectword of mouth
dc.titleFactors Affecting Negative E-WOM: A Literature Review and Merged Model
prism.startingpage4230

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