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Developing a conceptual model for the relationship between social media behavior, negative consumer emotions and brand disloyalty

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Yksityiskohdat

AlkuperäiskieliEnglanti
OtsikkoSocial media: the good, the bad, and the ugly
Alaotsikko15th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2016, Swansea, UK, September 13–15, 2016, Proceedings
ToimittajatYogis Dwivedi, Matti Mäntymäki, M.N. Ravishankar, Marijn Janssen, Marc Clement, Emma L. Slade, Nripendra P. Rana, Salah Al-Sharhan, Antonis C. Simintiras
JulkaisupaikkaSwansea
KustantajaSpringer
Sivut134-145
Sivumäärä12
ISBN (elektroninen)978-3-319-45234-0
ISBN (painettu)978-3-319-45233-3
DOI - pysyväislinkit
TilaJulkaistu - 13 syyskuuta 2016
OKM-julkaisutyyppiA4 Artikkeli konferenssijulkaisussa
TapahtumaIFIP CONFERENCE ON E-BUSINESS, E-SERVICES, E-SOCIETY -
Kesto: 1 tammikuuta 1900 → …

Julkaisusarja

NimiLecture notes in computer science
Vuosikerta9844
ISSN (painettu)0302-9743

Conference

ConferenceIFIP CONFERENCE ON E-BUSINESS, E-SERVICES, E-SOCIETY
Ajanjakso1/01/00 → …

Tiivistelmä

Companies have been facing the dark side of social media. Particularly, the odds of customer complaints and brand insults have increased tremendously. Social media has given a voice to disappointed consumers. They use the voice when they feel negative emotions, for example, due to product failures, service problems or unethical behavior. It seems reasonable to expect that the more ubiquitous social media becomes, the more it persuades people to share also their negative experiences. However, although social media raises new challenges for companies, it also gives them new opportunities. Social media enables companies to trace disappointed customers, evaluate their impressiveness and communicate with them. The conceptual paper aims to develop a model for the relationship between social media behavior, negative consumer emotions and brand disloyalty. The argument of this paper is that although social media gives consumers more power which is manifested in sharing negative emotions related to the company, the effect this has on brand disloyalty depends on the company’s behavior.

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