This paper examines the situational, individual and social network determinants of negative online word-of-mouth on social network sites. The findings of the empirical study indicate that feeling of injustice, firm attribution, perceived service image, face concern, emotion regulation, SNS use intensity and tie strength significantly affects negative word-of-mouth.
|Title of host publication||2014 Global Marketing Conference at Singapore|
|Number of pages||7|
|Publication status||Published - 2014|
- Negative word-of-mouth
- Social network
- Social network sites
- Perceived service image