Derivation of factors in dealing negative E-WOM for maintaining online reputation

• Main Authors: Kurnia, Rizka Dhini, Mohamed Dahlan, Halina, Samsuryadi, Samsuryadi
• Format: Book Section
• Published: Springer Science and Business Media Deutschland GmbH 2021
• Subjects: T58.6-58.62 Management information systems
• Online Access: http://eprints.utm.my/id/eprint/96387/; http://dx.doi.org/10.1007/978-3-030-70713-2_106
• Institution: Universiti Teknologi Malaysia

The online reputation is mechanisms which is built in organization and become an essential component in online environment. However, the negative e-WOM becomes threats to the organization. This is happened when the unfavourable messages which been posted on several online platforms negatively influenced other people attitudes and behaviours, and cause negative reputation to the organization. In order to overcome negative e-WOM, the positive e-WOM is significantly needed to deal and maintain the online reputation of the organization. Positive e-WOM offers a greater influence on consumer’s perceptions towards the organization. If any organization get a lot of comments as refers to the positive e-WOM through the online conversation among customers, the good online reputation regarding the organization is successfully been achieved. To solve the negative e-WOM towards the organization, the guidelines which can deal with negative e-WOM in dealing and maintaining the online reputation of the organization is needed. The aim of this paper is to develop a model which contains the factors for dealing the threats of online reputation because of the worst spread information by the negative e-WOM. Those factors were derived from the analysis of systematic literature reviews method and later be significantly implement for the enhancement of knowledge regarding a new contribution on online reputation field in organization image and reputation which becomes very important now a days.