Building customers’ resilience to negative information in the airline industry
Autor(a) principal: | |
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Data de Publicação: | 2019 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10316/87171 https://doi.org/10.1016/j.jretconser.2019.05.015 |
Resumo: | This study aims to model the conditions that lead to existing customers’ resilience to negative information in the context of the airline industry. In doing so, the study examines the role of electronic word-of-mouth, considering the commitment-consistency principle. Fuzzy-set qualitative comparative analysis is employed along with structural equation modeling. Interaction effects are also studied. The structural equation modeling results show that electronic word-of-mouth influences resilience to negative information directly and indirectly (through the mediation of customer-brand identification). The results of the fuzzy-set qualitative comparative analysis show that customer-brand identification must be combined with electronic word-of-mouth to achieve high resilience to negative information. The combination of self-brand congruity with electronic word-of-mouth can also be sufficient to obtain this outcome. The interaction analysis provides additional support for the amplifying effect of electronic word-of-mouth. |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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7160 |
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Building customers’ resilience to negative information in the airline industryResilience to negative informationelectronic word-of-mouthcustomer-brand identificationself-brand congruitymemorable brand experiencesbrand social benefitsThis study aims to model the conditions that lead to existing customers’ resilience to negative information in the context of the airline industry. In doing so, the study examines the role of electronic word-of-mouth, considering the commitment-consistency principle. Fuzzy-set qualitative comparative analysis is employed along with structural equation modeling. Interaction effects are also studied. The structural equation modeling results show that electronic word-of-mouth influences resilience to negative information directly and indirectly (through the mediation of customer-brand identification). The results of the fuzzy-set qualitative comparative analysis show that customer-brand identification must be combined with electronic word-of-mouth to achieve high resilience to negative information. The combination of self-brand congruity with electronic word-of-mouth can also be sufficient to obtain this outcome. The interaction analysis provides additional support for the amplifying effect of electronic word-of-mouth.Elsevier2019-09info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articlehttp://hdl.handle.net/10316/87171http://hdl.handle.net/10316/87171https://doi.org/10.1016/j.jretconser.2019.05.015eng0969-6989https://doi.org/10.1016/j.jretconser.2019.05.015Augusto, MárioGodinho, PedroTorres, Pedroinfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2021-11-04T12:06:58Zoai:estudogeral.uc.pt:10316/87171Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T21:08:09.287036Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Building customers’ resilience to negative information in the airline industry |
title |
Building customers’ resilience to negative information in the airline industry |
spellingShingle |
Building customers’ resilience to negative information in the airline industry Augusto, Mário Resilience to negative information electronic word-of-mouth customer-brand identification self-brand congruity memorable brand experiences brand social benefits |
title_short |
Building customers’ resilience to negative information in the airline industry |
title_full |
Building customers’ resilience to negative information in the airline industry |
title_fullStr |
Building customers’ resilience to negative information in the airline industry |
title_full_unstemmed |
Building customers’ resilience to negative information in the airline industry |
title_sort |
Building customers’ resilience to negative information in the airline industry |
author |
Augusto, Mário |
author_facet |
Augusto, Mário Godinho, Pedro Torres, Pedro |
author_role |
author |
author2 |
Godinho, Pedro Torres, Pedro |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Augusto, Mário Godinho, Pedro Torres, Pedro |
dc.subject.por.fl_str_mv |
Resilience to negative information electronic word-of-mouth customer-brand identification self-brand congruity memorable brand experiences brand social benefits |
topic |
Resilience to negative information electronic word-of-mouth customer-brand identification self-brand congruity memorable brand experiences brand social benefits |
description |
This study aims to model the conditions that lead to existing customers’ resilience to negative information in the context of the airline industry. In doing so, the study examines the role of electronic word-of-mouth, considering the commitment-consistency principle. Fuzzy-set qualitative comparative analysis is employed along with structural equation modeling. Interaction effects are also studied. The structural equation modeling results show that electronic word-of-mouth influences resilience to negative information directly and indirectly (through the mediation of customer-brand identification). The results of the fuzzy-set qualitative comparative analysis show that customer-brand identification must be combined with electronic word-of-mouth to achieve high resilience to negative information. The combination of self-brand congruity with electronic word-of-mouth can also be sufficient to obtain this outcome. The interaction analysis provides additional support for the amplifying effect of electronic word-of-mouth. |
publishDate |
2019 |
dc.date.none.fl_str_mv |
2019-09 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10316/87171 http://hdl.handle.net/10316/87171 https://doi.org/10.1016/j.jretconser.2019.05.015 |
url |
http://hdl.handle.net/10316/87171 https://doi.org/10.1016/j.jretconser.2019.05.015 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
0969-6989 https://doi.org/10.1016/j.jretconser.2019.05.015 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.publisher.none.fl_str_mv |
Elsevier |
publisher.none.fl_str_mv |
Elsevier |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
repository.mail.fl_str_mv |
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1799133973558853632 |