THE EFFECT OF EMOTIONS ON THE REPURCHASE INTENTION MEDIATION BY eWOM

Heru Firman Syahid, Suliyanto Suliyanto, Refius Pradipta Setyanto

Abstract


Abstract. Many of researchers are interested in re-searching the emotions of consumers as the focus of research and try to explore the unknown side in terms of consumer psychology. marketers are now trying to learn consumer emotions from various forms that aim to win consumers’ hearts. Consumer emotions will produce different regulations and each different emotion regulation will produce different consumer behavior as well. This study aims to examine emotional regulation such as eWOM and how it affects repurchase intention. This study was conducted with a model describing the relationship between negative emotions, eWOM and repurchase intention and tested by structural equation modeling on data sets consisting of 52 consumer online shop have bad experiences in online shoping.

Keywords: Negative emotion, negative eWOM, repurchase intention.

 


Full Text:

PDF

References


REFERENCES

Ajzen, I., dan Fishbein, M. (1980). Understanding Attitudes and Predicting Social Behavior, PrenticeHall, Englewood Scliffs, NJ.

Akyuz A.2013. Determinant factors influencing eWOM. Medit J Soc Sci, 4(11):159166.

Arakji, R., Benbunan-Fich, R. and Koufaris, M. (2009), Exploring contributions of public resources in social bookmarking systems, Decision Support Systems, Vol. 47 No. 3, pp. 245-253.

Batson, C.D. (1994). Why act for the public good? Four answers, Personality and Social Psychology Bulletin, Vol. 20 No. 5, pp. 603-610.

Baron, R. M. and D.A. Kenny. (1986). Moderatormediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations, Journal of Personality and Social Psychology, Vol.51, No. 6: 1173-1182,

Bigne, J.E. and L. Andreu. (2004). Emotions in Segmentation: An Empirical Study, Annals of Tourism Research, Vol.31, No.3: 682-696.

Bui, M., A.S. Krishen, and K.Bates. (2011). Modeling Regret Effects on Consumer Post-Purchase Decisions, European Journal of Marketing, Vol.45, No. 7/8: 1069-1090.

Bougie, R., R. Pieters, and M.S.Tetreault. (2003). Angry customers don’t come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services, Journal of the Academy of Marketing Science, Vol.31, No.4: 377-393.

Breuer, J. and Freud, S. (1957). in Strachey, J. (Ed.), Studies on Hysteria, Basic Books, New York, NY.

Brunn, P., Jensen, M., & Skovgaard, J. (2002). e-Marketplaces: Crafting A Winning Strategy. European Management Journal, 20, 286-298.

Cheung CM, Thadani DR. (2012). The impact of electronic word-of-mouth communication: a literature analysis and integrative model. Decis Support Syst, 54(1):461470.

Cooper, Donald R., Pamela S. Schindler. (2011). Busines Research Methods. (11thed). New York. Mc Graw Hill.

De Matos CA, Rossi CAV .(2008). Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators. J Acad Mark Sci 36(4):578596.

Dube, L. and K. Menon. (2000). Multiple Roles of Consumption Emotions in Post-purchase Satisfaction with Extended Service Transactions, International Journal of Service Industry Management, Vol.5, No. 3: 287-304.

Fishbein, M. and Ajzen, I. (1977). Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research, Addison-Wesley, Reading, MA.

Goleman, Daniel. (2000). Emitional Intelligence (terjemahan). Jakata : PT Gramedia Pustaka Utama.

Hennig-Thurau T, Gwinner KP, Walsh G, Gremler DD. (2004). Electronic word-of-mouth via consumer-opinion platforms: what motivates consumers to articulate themselves on the internet? J Interact Mark, 18(1):3852.

Herschel, R.T. and Yermish, I. (2008), Knowledge transfer: revising video, International Journal of Knowledge Management, Vol. 4 No. 2, pp. 62-74.

Jeong E, Jang SS. (2011). Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations. Int J Hosp Manag, 30(2):356366.

Kankanhalli, A., Tan, B.C. and Wei, K.K. (2005), Contributing knowledge to electronic knowledge repositories: an empirical investigation, MIS Quarterly, Vol. 29 No. 1, pp. 113-143.

Kietzmann J. (2013).Canhoto A Bittersweet!, Understanding and managing electronic word of mouth. J Public Aff , 13(2):146159.

Kim, D.J., Ferrin, D.L., & Rao, H.R. (2008). A trust-based consumer decision-making model inelectronic commerce: The role of trust, perceived risk, and their antecedents. Decision Support Systems, 44(2), 544-564.

Ku YC, Wei CP, Hsiao HW. (2012). To whom should I listen? Finding reputable reviewers in

opinion-sharing communities. Decis Support Syst, 53(3):534542.

Lazarus, R. S. (1991). Emotion and Adaptation, Oxford University Press, USA

Lazarus, R. S. and S. Folkman. (1984). Stress, Appraisal, and Coping, Springer Publishing Company.

Laros, F. J. M. and J. B. E. M. Steenkamp. (2005). Emotions in Consumer Behavior: A Hierarchical Approach, Journal of Business Research, Vol.58, No.10: 1437-1445.

Loewenstein, G.F, E.U. Weber, C.K. Hsee, and N. Welch. (2001). Risk as Feelings, Psychological Bulletin, Vol.127, No.2: 267-286.

Mattila, A. S. and H. Ro. (2008). Discrete Negative Emotions and Customer Dissatisfaction Responses in a Casual Restaurant Setting, Journal of Hospitality & Tourism Research, Vol.32, No.1: 89-107.

Mattsson, J., J. Lemmink, and Rod. (2004). Mccoll, The Effect of Verbalized Emotions on Loyalty in Written Complaints, Total Quality Management & Business Excellence, Vol.15, No.7:941-958.

Parasuraman A. (2005). ES-QUAL: a Multiple-item Scale for Assessing Electronic Service Quality, Journal of Service Research, Vol.7, No.3 : 213-233.

Pavlou, P. A. and M. Fygenson. (2006). Understanding and Predicting Electronic Eommerce Adoption: An Extension of The Theory of Planned Behavior, Management Information Systems Quarterly, Vol.30, No. 1 : 115-143.

Pennebaker, J. W. (1995). Emotion, disclosure, & health. American Psychological Association.

Plutchik, R. (1980), Emotion: Theory, research, and experience: Vol. 1. Theories of emotion, 1, New York: Academic.

Plutchik R. (1980). Emotion: A Psychoevolutionary Synthesis. New York, NY: Harper and Row. Google Scholar.

Reimer, T. and Benkenstein, M. (2016), Altruistic eWOM marketing: more than an alternative to monetary incentives, Journal of Retailing and Consumer Services, Vol. 31 No. 3, pp. 323-333.

Reynolds, K. E., J. A. G. Folse, and M.A. Jones. (2006). Search Regret: Antecedents and Consequences, Journal of Retailing, Vol.82, No4 : 339-348.

Richins, M. L. (1997). Measuring Emotions in the Consumption Experience, Journal of consumer research, Vol.24, No.2: 127-146.

Sachez-Garcia, I. and R. Curras-Perez.(2011) Effects of Dissatisfaction in Tourist Services: The Role of Anger and Regret, Tourism Management, Vol.32, No.6: 1397-1406.

Suliyanto. (2018). Metode Penelitian Bisnis: Untuk Skripsi, Tesis, dan Disertasi, Andi, Yogyakarta.

Sundaram, D. S., Mitra, K., & Webster, C. (1998). Word-of-mouth communications: a motivational analysis. Advances in Consumer Research, 25, 527531.

Sweeney JC, Soutar GN, Mazzarol T (2005) The difference between positive and negative word-of- mouth emotion as a differentiator. In: Proceedings of the ANZMAC 2005 conference: broadening the boundaries, p 331337.

Wasko, M.M. and Faraj, S. (2000), It is what one does: why people participate and help others in electronic communities of practice, The Journal of Strategic Information Systems, Vol. 9 No. 2, pp. 155-173.

Wetzer IM, Zeelenberg M, Pieters R (2007) Never eat in that restaurant, I did!: exploring why people engage in negative word-of-mouth communication. Psychol Mark 24(8):661680.

Willemsen LM, Neijens PC, Bronner F, de Ridder JA. (2011). Highly recommended! The content characteristics and perceived usefulness of online consumer reviews. J Comput Mediat Commun, 17(1):1938.

Xun J, Reynolds J. (2010). Applying netnography to market research: the case of the online forum. J Target Meas Anal Mark, 18(1):1731.

Yaou Hu,Hyun Jeong Kim. (2018) Positive and negative eWOM motivations and hotel customers eWOM behavior: Does personality matter?, International Journal of Hospitality Management 75 (2018) 2737.

Yang Y, Wang CC, Lai MC. (2012). Using bibliometric analysis to explore research trend of

electronic word-of-mouth from 1999 to 2011. Int J Innov Manage Technol, 3(4):337342.

Yen C-L, Tang C-H. (2015). Hotel attribute performance, eWOM motivations, and media choice. Int J Hosp Manag, 46:7988.

Yunfan Lu, L. Yaubin, wang B, atisfaction on Customer Repurchase, Journal of Electronic Commerce Research, Vol 13, No 3.

Yi, S. and H. Baumgartner, 2004. Coping With Negative Emotions in Purchase-Related Situations, Journal of Consumer Psychology, Vol.24, No. 3 :303-317,

Yoo, K.H., Gretzel, U., 2008. What motivates customers to write online travel reviews? Inf. Technol. Tourism 10 (4), 283295.

Yoo, K.H., Gretzel, U., 2011. Influence of personality on travel-related consumer-generated media creation. Comput. Hum. Behav. 27 (2), 609621.

Zeng, F., Zuohao H., Rong C., & Zhilin Y. (2009). Determinants of Online Service Satisfaction and Their Impacts on Behavioral Intentions. Total


Refbacks

  • There are currently no refbacks.