• Journal of Korean Academy of Nursing Administration
• /
• v.17 no.1
• /
• pp.5-13
• /
• 2011

Purpose: The purpose of this study was to examine the effect of patient perception of the switching cost and negative word of mouth on revisit intention of patients in out-patient departments (OPDs) of general hospitals. Method: The participants were 306 patients in general hospital, selected through convenience sampling. Data were collected using a structured questionnaire and analyzed using descriptive statistics, Spearman correlation coefficient, and logistic regression with SPSS Win. Results: Relational switching cost was positively correlated with revisit intention (r=.58, p=<.001), but not financial switching cost or procedural switching cost. Negative word of mouth was negatively correlated with revisit intention (r=-.22, p=<.001). The significant predictors influencing revisit intention in patients was relational switching cost. Conclusion: The findings of this study suggest that hospital and nursing managers should seek to bolster perceptions of switching costs and negative word of mouth, which subsequently increases revisit intentions in small hospitals located in the country as well as urban large hospitals.

• Asia Marketing Journal
• /
• v.22 no.3
• /
• pp.1-28
• /
• 2020

With the development of information and communication technology and spread of smart devices, online information exchange has become a daily routine. Accordingly, the management and utilization of online word of mouth (WOM) has become an important issue for companies. Numerous studies have examined the impact of online WOM on firm performance. This study analyzes the impact of negative word of mouth (NWOM) on firm value, considering the influence of corporate social responsibility (CSR) activity and research and development (R&D) investment. Using a hierarchical linear model, we find that 1) NWOM has a negative impact on firm value, 2) CSR activities do not significantly influence this impact, and 3) R&D investment reduces this negative impact. This study contributes by demonstrating the effect of NWOM on firm value, examining the influence of CSR activities and R&D investment on the impact of NWOM, and confirming that the hierarchical linear model can be applied effectively to panel data in empirical studies. As a practical implication, companies must prevent and manage NWOM, whose impact, when caused by an unavoidable incident, can be alleviated by proactively announcing that the company is striving for competitiveness, for instance, by investing in R&D.

• International Journal of Contents
• /
• v.8 no.3
• /
• pp.71-78
• /
• 2012

The emergence of the Internet has provided a new outlet for consumers who experience service failure from products and services, augmenting the traditional options of entry, voice and action. Consumers' negative word of mouth through online (word-of-mouse or eWOM) far exceeds traditional word of mouth (WOM) in respect of its potential effectiveness, speed and spread. This paper tries to figure out the service failure themes in the health care industry by analyzing online word-of-mouse using the critical incidents technique (CIT). Complaint themes in the area of healthcare are identified and analyzed. The results identify that major complaint theme differed according to the site type. Also, the findings indicate that delivery and customer services are critical issues when consumer makes negative WOM.

• Journal of Fashion Business
• /
• v.13 no.4
• /
• pp.51-59
• /
• 2009

The purpose of this research is to investigate the influences of service experience and brand reputation on intention by word of mouth(WOM) when consumers get experiences at beauty salon. We made 2(valence of service experience: positive/negative) ${\times}$ 2(brand reputation level: high/low) subjects experimental design in order to find reason that there is a significant difference of intention by word of the mouth between positive experience condition and negative experience condition. Also we tried to find the interaction of two factors. To test our hypothesis, an experiment was performed on 68 university students in seoul area. Specifically, we used 2-way ANOVA and planned contrast method through SPSS 12.0 procedure. As a result, a two-way ANOVA demonstrated a significant main effect of service experience, which means that people more intend to make WOM when they experience a negative service than a positive service. Also the ANOVA showed a significant interaction effect between service experience and brand reputation, which represents that people more intend to make WOM for high-reputed(low-reputed) brand than low-reputed(high-reputed) brand when they encounter negative(positive) services.

• Journal of the Korea Society of Computer and Information
• /
• v.28 no.10
• /
• pp.229-239
• /
• 2023

This study aims to explore the impact of algorithmic price discrimination on negative word-of-mouth (NWOM) through the lens of attribution theory. It also examines the mediating roles of intentional attributions and negative emotions, as well as the moderating effect of price sensitivity. For this study, 772 consumers who had purchased flight tickets completed a questionnaire survey, and the collected data were analyzed and tested using SPSS 27.0 and AMOS 24.0 software. The research findings reveal that algorithmic price discrimination has a significant positive impact on intentional attributions, negative emotions, and NWOM. Specifically, deliberate attributions and negative emotions mediate the relationship between algorithmic price discrimination and NWOM, while price sensitivity positively moderates the relationship between negative emotions and NWOM. Therefore, companies should consider disclosing algorithm details transparently in their marketing strategies to mitigate consumers' negative emotions and implement targeted strategies for consumers with different levels of price sensitivity to enhance positive word-of-mouth.

• Management & Information Systems Review
• /
• v.35 no.1
• /
• pp.69-84
• /
• 2016

This study set the research model to examine the correlation between Word-of-Mouth constraint factors, efforts to negotiate pertaining to these, Flow and Word-of-Mouth intent based on the theory of leisure constrain when it comes to the correlation between consumers' Word-of-Mouth constraint factors and Word-of-Mouth. Correlation among the variables were verified in an empirical manner. Results of this study are summarized as follows. After verifying the hypotheses, all the hypotheses were adopted excluding the hypotheses of two results (Hypothesis 1, hypotheses 5). Detailed results regarding this are as follows. First, the following is the effect of the Intrapersonal Constraint and Word-of-Mouth constraint factors on the Word-of-Mouth constraint negotiation effort. Interpersonal Constraint and Structural Constraint exert positive (-) effect on the Word-of-Mouth constraint negotiation effort. In case of Intrapersonal Constraint, negative (-) effect was demonstrated. Thus, this was statistically significant although dismissed from hypothesis verification. Second, the following is the result of examining the structural correlation between Word-of-Mouth constraint negotiation effort, Flow and Word-of-Mouth. Word-of-Mouth constraint negotiation effort exerts positive (-) effect on the Flow, but it was not statistically effective in case of the Word-of-Mouth. Lastly, it is possible to see that the Flow plays the role of a medium since it exerted positive (-) effect on the Word-of-Mouth. Results of this study are expected to provide key theoretical and working level implications as well as general understanding of the Word-of-Mouth constraint factors, consumers' Flow and Word-of-Mouth.

• International Area Studies Review
• /
• v.15 no.2
• /
• pp.225-245
• /
• 2011

This study investigates the effects of justice dimensions on negative emotion, consumer satisfaction after service recovery, repurchase intention and word-of-mouth intention in a context of service recovery. Behavioral intentions(repurchase intention and word-of-mouth intention) are critical to the discount store sellers' survival and success. The research model is an extension of previous studies, especially considering more recent developments in the service recovery literature. A survey using 458 customers in China was conducted, confirmatory factor analysis was conducted to test the validity of the measurement model, and AMOS analysis approach was used to gain important insights into how customer retention in the discount store business can be ensured. The results suggest that all three dimensions of justice had negative effects on negative emotion, had positive effects on satisfaction after service recovery. Negative emotion had negative effects on recovery satisfaction. Recovery satisfaction had positive effects on repurchase intention and word-of-mouth intention. Finally, this study suggests the implications of these findings and offers directions for future research.

• The Journal of Asian Finance, Economics and Business
• /
• v.8 no.4
• /
• pp.433-440
• /
• 2021

This study aims at testing word-of-mouth (WOM) by mediating positive and negative perceptions of purchase intention on low-cost carriers (LCC) flights in Indonesia. One of the communications mixes that airlines can carry out is WOM. WOM is a form of communication between passengers after using a flight. The formation of a positive perception of WOM is expected by airlines. If a positive perception of WOM has formed, a purchase intention will arise. The study population included LCC flight passengers in Indonesia, involving 387 respondents. For indicators and variables, validity and reliability tests were conducted using CFA, CR, and AVE tools. Sampling locations were Soekarno-Hatta and Kualanamu airports. Sample collection was obtained through purposive sampling, and the analytical tool used was structural equation modeling (SEM) with Lisrel. The results showed that WOM influenced purchase intention through positive and negative perceptions of WOM. It can be seen that a positive perception of WOM has a direct effect, while a negative perception of WOM has the opposite effect. In conclusion, the mediation of perceptions influences purchase intention, whether it in the same direction or the opposite ones. To conclude, WOM is an antecedent for it influences purchase intention.

• Journal of Korean Library and Information Science Society
• /
• v.35 no.4
• /
• pp.129-147
• /
• 2004

This study is to investigate extensively the negative word-of-mouth responses and intentions of the public library users. It selects and analyzes empirically some of the antecedents of the complaining behaviors including severity of dissatisfaction attitude toward complaining, difficulty of the complaining, likelihood of success, product/service importance, external attributions, loyalty, and former experience of complaining. Final data through questionaries are obtained from 497 unsatisfied adult public library users in Taegu Metropolitan City, 443 of them analysed with SPSS 12.0 for Windows.

• Korea Journal of Hospital Management
• /
• v.27 no.3
• /
• pp.1-14
• /
• 2022

Purposes: This purpose of this study was to check how much the online word of mouth influences on customer's hospital selection according to Kano's model. Methodology: Kano classified the attributes that affect customer's satisfaction into attractive, one-dimensional, indifferent, must-be, and reverse attributes. Among them, attractive and one-dimensional attributes make up the largest portion in hospital selection. Based on this, the influence of positive or negative online reviews on the selection of hospitals was investigated. Differentiated service was selected as the attractive attributes, and a kind, sufficient explanation was selected as the one-dimensional attributes. Then a questionnaire was conducted how much the positive or negative online reviews influence on hospital selection, respectively. It was conducted from August 7 to September 7, 2021 for medical consumers in their 20s and older who have used medical services for the past 3 years, and the final 142 questionnaires were analyzed. All data was analyzed by chi-square and two-way ANOVA using SPSS ver 25.0. Findings: The results showed that, in one-dimensional attributes, the difference between positive and negative reviews was not statistically significant, but in attractive attributes, positive and negative reviews showed a statistically significant difference. It suggests that positive reviews on attractive attributes had a greater influence on hospital selection. In terms of hospital selection, when the experimental participants were exposed to the positive reviews, the hospital selection ratio did not differ by Kano's attributes, but to the negative reviews it differed. The hospital selection ratio, even after they were exposed to negative reviews, was higher in the attractive attributes than in the one-dimensional attributes. Practical Implication: This study confirmed that hospital selection is influenced differently depending on the Kano's attributes and the direction of the reviews, and suggests that marketers should respond differently to each Kano's attributes when they deal with online reviews of hospitals.