2026-09-23T06:59:46Z https://www.ideals.illinois.edu/oai-pmh

oai:www.ideals.illinois.edu:2142/86563 2023-07-11 col_2142_5131 col_2142_16325 com_2142_5130 com_2142_16324 com_2142_16323

Thomas K. Srull Newman, Peter James, Jr 2015-09-28T15:15:27Z 2015-09-28T15:15:27Z 10000-01-01 2003 2003 Recipients of negative WOM evaluated whether the negative WOM event was consistent with their prior knowledge about the company and they made attributions about what caused the negative WOM event. The concepts of consumer socialization, perspective taking, and naive economics, are discussed to explain respondents' reactions to negative WOM. Using their own standards of fairness, respondents evaluated the behavior of each party in the exchange. The respondents' beliefs about which party acted reasonably in the exchange determined where blame was placed for the negative WOM event. Recipients of negative WOM also recommended a range of strategies that communicators could pursue to ameliorate their problems with companies. Marketing implications of the findings are discussed as well as future research directions. Made available in DSpace on 2015-09-28T15:15:27Z (GMT). No. of bitstreams: 2 license.txt: 4848 bytes, checksum: 96035ab3f5e1c23cc7138a224ce498bd (MD5) 3086146.pdf: 14950849 bytes, checksum: 344c1740c949781487dcb4735957b58f (MD5) Previous issue date: 2003 Embargo set by: Seth Robbins for item 87844 Lift date: Forever Reason: Restricted to the U of I community idenfinitely during batch ingest of legacy ETDs Restricted to the U of I community idenfinitely during batch ingest of legacy ETDs U of I Only 304 p. Thesis (Ph.D.)--University of Illinois at Urbana-Champaign, 2003. http://hdl.handle.net/2142/86563 (MiAaPQ)AAI3086146 eng Mass Communications An Investigation of Consumer Reactions to Negative Word-of-Mouth on the Internet text Communications Communications University of Illinois at Urbana-Champaign Dissertation Ph.D.