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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...

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Main Author: Dien Mardhiyah, Basu Swastha Dharmmesta, B. M. Purwanto
Format: Jurnal
Language: Bahasa Inggris
Published: MM UGM 2013
Subjects:
Communication Word
of
Mouth Online Negative
Online Access: http://oaipmh-jogjalib.umy.ac.idkatalog.php?opo=lihatDetilKatalog&id=79582
PINJAM
id oai:lib.umy.ac.id:79582
recordtype oai_dc
spelling oai:lib.umy.ac.id:795822021-06-16T13:10:30ZGadjah Mada International Journal Of Business : Antecedents to Intention to Engage in the Online Negative Word-of-Mouth CommunicationDien Mardhiyah, Basu Swastha Dharmmesta, B. M. PurwantoCommunication WordofMouth Online Negative 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. MM UGM2013Jurnal113-132ISBN: ISSN 1411-1128GAMAIJB Tahun Vol No 2013 15 2 Bahasa Inggrishttp://oaipmh-jogjalib.umy.ac.idkatalog.php?opo=lihatDetilKatalog&id=79582
institution Universitas Muhammadiyah Yogyakarta
collection Perpustakaan Yogyakarta
language Bahasa Inggris
topic Communication Word
of
Mouth Online Negative
spellingShingle Communication Word
of
Mouth Online Negative
Dien Mardhiyah, Basu Swastha Dharmmesta, B. M. Purwanto
Gadjah Mada International Journal Of Business : Antecedents to Intention to Engage in the Online Negative Word-of-Mouth Communication
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.
format Jurnal
author Dien Mardhiyah, Basu Swastha Dharmmesta, B. M. Purwanto
author_sort Dien Mardhiyah, Basu Swastha Dharmmesta, B. M. Purwanto
title Gadjah Mada International Journal Of Business : Antecedents to Intention to Engage in the Online Negative Word-of-Mouth Communication
title_short Gadjah Mada International Journal Of Business : Antecedents to Intention to Engage in the Online Negative Word-of-Mouth Communication
title_full Gadjah Mada International Journal Of Business : Antecedents to Intention to Engage in the Online Negative Word-of-Mouth Communication
title_fullStr Gadjah Mada International Journal Of Business : Antecedents to Intention to Engage in the Online Negative Word-of-Mouth Communication
title_full_unstemmed Gadjah Mada International Journal Of Business : Antecedents to Intention to Engage in the Online Negative Word-of-Mouth Communication
title_sort gadjah mada international journal of business : antecedents to intention to engage in the online negative word-of-mouth communication
physical 113-132
publisher MM UGM
publishDate 2013
url http://oaipmh-jogjalib.umy.ac.idkatalog.php?opo=lihatDetilKatalog&id=79582
isbn ISBN: ISSN 1411-1128
callnumber-raw GAMAIJB Tahun Vol No 2013 15 2
callnumber-search GAMAIJB Tahun Vol No 2013 15 2
_version_ 1702754133578088448
score 14.79448

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