Negative reviews, positive impact: Consumer empathetic responding to unfair word of mouth

Negative reviews, positive impact: Consumer empathetic responding to unfair word of mouth

This research documents how negative reviews, when perceived as unfair, can activate feelings of empathy toward firms that have been wronged. Six studies and four supplemental experiments provide converging evidence that this experienced empathy for the firm motivates supportive consumer responses s...

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Bibliographic Details
Main Authors: ALLARD, Thomas, DUNN, Lea H., WHITE, Katherine
Format: text
Language:English
Published: Institutional Knowledge at Singapore Management University 2020
Subjects:
word of mouth
fairness
negative reviews
customer complaints
empathy
emotions
Advertising and Promotion Management
Marketing
Online Access:https://ink.library.smu.edu.sg/lkcsb_research/7079
https://ink.library.smu.edu.sg/context/lkcsb_research/article/8078/viewcontent/UnfairNegativeReviewsEmpathy_AllardDunnWhiteJM2020.pdf
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Institution: Singapore Management University
Language: English

Internet

https://ink.library.smu.edu.sg/lkcsb_research/7079
https://ink.library.smu.edu.sg/context/lkcsb_research/article/8078/viewcontent/UnfairNegativeReviewsEmpathy_AllardDunnWhiteJM2020.pdf

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