Gadjah Mada International Journal Of Business : Antecedents to Intention to Engage in the Online Negative Word-of-Mouth Communication
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 d...
| Main Author: | Dien Mardhiyah, Basu Swastha Dharmmesta, B. M. Purwanto |
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| Format: | Jurnal |
| Language: | Bahasa Inggris |
| Published: |
MM UGM
2013
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| Subjects: | |
| Online Access: |
http://oaipmh-jogjalib.umy.ac.idkatalog.php?opo=lihatDetilKatalog&id=79582 |
| Summary: |
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. |
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| Physical Description: |
113-132 |
| ISBN: |
ISBN: ISSN 1411-1128 |