How influential is negative informational influence? Evidence from online consumer changes in attitudes
DOI:
https://doi.org/10.24297/ijct.v15i12.4345Keywords:
negative informational influence, consumer attitude change, consumer acceptance of e-commerceAbstract
While marketing scholars have emphasized the importance of informational influence, our understanding of how influential unfavorable information is still remains fragmental. The purpose of this study is to examine the direct and indirect impact of negative informational influence on consumer attitude toward e-commerce acceptance. We seek to prove that negative information about an e-vendor is composed largely of unfavorable reviews regarding product quality, product price, vendor’s after-sales service, and vendor’s trustworthiness, and not only has a direct effect on consumers’ attitude toward the acceptance of that e-vendor, but also has an indirect effect on such attitude via their detrimental beliefs of perceived product quality, perceived price, perceived after-sales service, and consumer trust in vendor. Detailed findings and implications for academics and practitioners are presentedDownloads
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II. Bearden, W. O., and Etzel, M. J. “Reference Group Influence on Product and Brand Purchase Decisions,†Journal of Consumer Research (9:2), September 1982, pp. 183-194.
III. Bhattacherjee, A., and Premkumar, G. “Understanding Changes in Belief and Attitude toward Information Technology Usage: A Theoretical Model and Longitudinal Test,†MIS Quarterly (28:2), June 2004, pp. 229-254.
IV. Breckler, S. J. “Empirical Validation of Affect, Behavior, and Cognition as Distinct Components of Attitude,†Journal of Personality and Social Psychology (47:6), 1984, pp. 1191-1205.
V. Brown, J. J., and Reingen, P. H. “Social Ties and Word-of-Mouth Referral Behavior,†Journal of Consumer Research (14), December 1987, pp. 350-362.
VI. Burnkrant, R. E., and Cousineau, A. “Informational and Normative Social Influence in Buyer Behavior,†The Journal of Consumer Research (2:3), December 1975, pp. 206-215.
VII. Charlett, D., Garland, R., and Marr, N. “How Damaging is Negative Word of Mouth?†Marketing Bulletin (6), May 1995, pp. 42-50.
VIII. Cohen, J. B., and Golden, E. “Informational Social Influence and Product Evaluation,†Journal of Applied Psychology (56:1), February 1972, pp. 54-59.
IX. Davis, F. D., Bagozzi, R. P., and Warshaw, P. R. “User Acceptance of Computer Technology: A Comparison of Two Theoretical Models,†Management Science (35:8), 1989, pp. 982-1003.
X. Deutsch, M., and Gerard, H. B. “A Study of Normative and Informational Social Influence upon Individual Judgment,†Journal of Abnormal & Social Psychology (51:3), 1955, pp. 629-636.
XI. Dodds, W. B., Monroe, K. B., and Grewal, D. “Effects of Price, Brand, and Store Information on Buyers’ Product Evaluations,†Journal of Marketing Research (28:3), August 1991, pp. 307-319.
XII. Fishbein, M., and Ajzen, I. Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research, Addison-Wesley, MA, 1975.
XIII. Gupta, S., and Kim, H.-W. “The Moderating Effect of Transaction Experience on the Decision Calculus in On-Line Repurchase,†International Journal of Electronic Commerce (12:1), Fall 2007, pp. 127-158.
XIV. Herr, P. M., Kardes, F. R., and Kim, J. “Effects of Word-of-Mouth and Product-Attribute Information on Persuasion: An Accessibility-Diagnosticity Perspective,†Journal of Consumer Research (17:4), March 1991, pp. 454-462.
XV. Katz, D., and Stotland, E. “A Preliminary Statement to a Theory of Attitude Structure and Change,†in Psychology: A Study of a Science (3), S. Koch (eds.), New York: McGraw-Hill, 1959, pp. 423-475.
XVI. Koo, D.-M., Kim, J.-J., and Lee, S.-H. “Personal Values as Underlying Motives of Shopping Online,†Asia Pacific Journal of Marketing and Logistics (20:2), 2008, pp. 156-173.
XVII. Kothandapani, V. “Validation of Feeling, Belief, and Intention to Act as three Components of Attitude and their Contribution to Prediction of Contraceptive Behavior,†Journal of Personality and Social Psychology (19), 1971, pp. 321-333.
XVIII. Lee, J., Park, D.-H., and Han, I. “The Effect of Negative Online Consumer Reviews on Product Attitude: An Information Processing View,†Electronic Commerce Research and Applications (7:3), Autumn 2008, pp. 341-352.
XIX. Maheswaran, D., and Meyers-Levy, J. “The Influence of Message Framing and Issue Involvement,†Journal of Marketing Research (27:3), 1990, pp. 361-367.
XX. Malhotra, N. K., Kim, S. S., and Agarwal, J. “Internet Users’ Information Privacy Concerns (IUIPC): The Construct, the Scale, and a Causal Model,†Information Systems Research (15:4), December 2004, pp. 336-355.
XXI. Mizerski, R. W. “An Attribution Explanation of the Disproportionate Influence of Unfavorable Information,†Journal of Consumer Research (9:3), December 1982, pp. 301-310.
XXII. O’Keefe, D. J. Persuasion: Theory and Research, Sage Publications Inc., Thousand Oaks, California, 2002.
XXIII. Ostrom, T. M. “The Relationship between the Affective, Behavioral and Cognitive Components of Attitude,†Journal of Experimental Social Psychology (5), 1969, pp. 12-30.
XXIV. Park, C., and Lee, T. M. “Information Direction, Website Reputation and eWOM Effect: A Moderating Role of Product Type,†Journal of Business Research (62:1), January 2009, pp. 61-67.
XXV. Park, D.-H., and Kim, S. “The Effects of Consumer Knowledge on Message Processing of Electronic Word-of-Mouth via Online Consumer Reviews,†Electronic Commerce Research and Applications (7:4), Winter 2008, pp. 399-410.
XXVI. Park, D.-H., and Lee, J. “eWOM Overload and Its Effect on Consumer Behavioral Intention Depending on Consumer Involvement,†Electronic Commerce Research and Applications (7:4), Winter 2008, pp. 386-398.
XXVII. Park, D.-H., Lee, J., and Han, I. “The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement,†International Journal of Electronic Commerce (11:4), Summer 2007, pp. 125-148.
XXVIII. Parkand, C. W., and Lessig, P. “Students and Housewives: Differences in Susceptibility to Reference Group Influence,†Journal of Consumer Research (4:2), September 1977, pp. 102-110.
XXIX. Pincus, S., and Waters, L. K. “Informational Social Influence and Product Quality Judgments,†Journal of Applied Psychology (62:5), October 1977, pp. 615-619.
XXX. Reingen, P. H., and Kernan, J. B. “Analysis of Referral Networks in Marketing: Methods and Illustration,†Journal of Marketing Research (23), November 1986, pp. 370-378.
XXXI. Richins, M. L. “Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study,†Journal of Marketing (47), Winter 1983, pp. 68-78.
XXXII. Ringle, C. M., Wende, S., and Will, A. SmartPLS Version 2.0.M3, University of Hamburg, Hamburg, 2006.
XXXIII. Rosenberg, M. J., and Hovland, C. I. “Cognitive, Affective, and Behavioral Components of Attitudes,†in Attitude Organization and Change, M. J. Rosenberg, C. I. Hovland, W. J. McGuire, R. P. Abelson, and J. W. Brehm (eds.), New Haven, CT: Yale University Press, 1960, pp. 1-14.
XXXIV. Venkatesh, V., and Davis, F. D. “A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies,†Management Science (45:2), 2000, pp. 342-365.
XXXV. Wright, P. “The Harassed Decision Maker: Time Pressures, Distractions, and the Use of Evidence,†Journal of Applied Psychology (59:5), October 1974, pp. 555-561.
XXXVI. Zanna, M. P., and Rempel, J. K. “Attitudes: A New Look at an Old Concept,†in The Social Psychology of Knowledge, D. Bar-Tal and A. W. Kruglanski (eds.), New York: Cambridge University Press, 1988, pp. 315-334.
XXXVII. Zeithaml, V. A. “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence,†The Journal of Marketing (52:3), July 1988, pp. 2-22.
XXXVIII. Zhang, J. Q., Craciun, G., and Shin, D. “When Does Electronic Word-of-Mouth Matter? A Study of Consumer Product Reviews,†Journal of Business Research (63:12), December 2010, pp. 1336-1341.
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Published
2016-09-23
How to Cite
How influential is negative informational influence? Evidence from online consumer changes in attitudes. (2016). INTERNATIONAL JOURNAL OF COMPUTERS &Amp; TECHNOLOGY, 15(12), 7290–7296. https://doi.org/10.24297/ijct.v15i12.4345
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