Interface design and emotions experienced on B2C Web sites: Empirical testing of a research model
Computers in Human Behavior
The effect of negative online consumer reviews on product attitude: An information processing view
Electronic Commerce Research and Applications
Do online reviews matter? - An empirical investigation of panel data
Decision Support Systems
Electronic Commerce Research and Applications
International Journal of Electronic Commerce
Computers in Human Behavior
Computers in Human Behavior
Electronic Commerce Research and Applications
Analyzing the emotional outcomes of the online search behavior with search engines
Computers in Human Behavior
Intentions to use social media in organizing and taking vacation trips
Computers in Human Behavior
Information and Management
What drives consumers to spread electronic word of mouth in online consumer-opinion platforms
Decision Support Systems
On the motivating impact of price and online recommendations at the point of online purchase
International Journal of Information Management: The Journal for Information Professionals
International Journal of Information Management: The Journal for Information Professionals
International Journal of Information Management: The Journal for Information Professionals
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The influence of negative online word-of-mouth on the behavior of those receiving it has been addressed extensively in the academic literature. Remarkably, the question whether negative online word-of-mouth should also be seen as a behavioral indicator of its sender remains unaddressed. Answering this question is relevant as it provides companies with insight into the need to engage in interaction with those who negatively express themselves online or whether these expressions should be seen as temporary emotional releases without any intended conduct. To fill the existing research gap, this research paper proposes and empirically tests a sender-oriented model, investigating the influence of emotions, negative online word-of-mouth on repatronage and switching intentions. As disclosing negative feedback online may also reflect the sender's motivation to inform the consumer community or to provide constructive feedback to the company responsible for the dissatisfying consumption, community usefulness and company usefulness are included as behavioral moderators. The results of an empirical survey conducted amongst real senders of negative information confirm that negative online word-of-mouth is directly driven by positive and negative emotions and is strongly predictive for the sender's intended conduct. The motivation to help other consumers was demonstrated to function as behavioral moderator. The paper concludes with theoretical and managerial implications, and suggests avenues for further research.