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Article
Publication date: 29 November 2018

Sushant Kumar and Shankar Purbey

The purpose of this paper is to develop a structural framework for factors influencing the creation of negative electronic word of mouth (WOM) at online forums, review portals…

1104

Abstract

Purpose

The purpose of this paper is to develop a structural framework for factors influencing the creation of negative electronic word of mouth (WOM) at online forums, review portals, social networking sites or any other internet-based platform. Consumers frequently talk about consumption through WOM. With the unprecedented progress in digitalization of world, consumers usually tell stories about a product or service experience online. The study aims to identify the antecedents for negative electronic WOM (EWOM) and develop a structural model with different levels of factors.

Design/methodology/approach

Literature review and group judgment techniques are used to identify the factors responsible for negative WOM. The study uses interpretive structural modeling approach to develop a structural model representing interrelationships among factors. The model also represents the factors at different levels along with most and least dominant factors responsible for EWOM.

Findings

Seven factors responsible for negative electronic WOM are identified which are spread over three levels. First level of factors includes anxiety reduction, advice seeking, exertion of power (over companies) and social benefits (received), whereas the second level of factors includes altruism (negative WOM) and economic rewards. The most dominant factor identified is vengeance, which is at level three.

Practical implications

The study identified three levels of factors responsible for negative EWOM. Companies can strategies their resources to ensure that no consumer reaches beyond level one. Beyond level one, the involved factors may jeopardize the brand value and brand image of the company.

Originality/value

The study contributes to the literature by providing a structural model for negative EWOM. This model identifies the most and least dominant factors and guides managers to take necessary action to prevent negative EWOM.

Details

Benchmarking: An International Journal, vol. 25 no. 9
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 4 May 2010

Esther Cheung, Albert P.C. Chan and Stephen Kajewski

The Hong Kong Special Administrative Region (hereinafter referred to as Hong Kong) is an international leading commercial hub, particularly in Asia. In order to keep up its…

1961

Abstract

Purpose

The Hong Kong Special Administrative Region (hereinafter referred to as Hong Kong) is an international leading commercial hub, particularly in Asia. In order to keep up its reputation a number of large public works projects have been considered. Public‐private partnership (PPP) has increasingly been suggested for these projects, but the suitability of using this procurement method in Hong Kong is yet to be studied empirically. The purpose of this paper is to specifically consider whether PPPs should be used to procure public works projects in Hong Kong by studying the attractive and negative factors for adopting PPP.

Design/methodology/approach

As part of this study a questionnaire survey was conducted with industrial practitioners. The respondents were requested to rank the importance of 15 attractive factors and 13 negative factors for adopting PPP.

Findings

The results found that in general the top attractive factors ranked by respondents from Hong Kong were efficiency related: these included “Provide an integrated solution (for public infrastructure/services)”, “Facilitate creative and innovative approaches”, and “Solve the problem of public sector budget restraint”. It was found that Australian respondents also shared similar findings to those in Hong Kong, but the UK respondents showed a higher priority to those economic driven attractive factors. Also, the ranking of the attractive and negative factors for adopting PPP showed that on average the attractive factors were scored higher than the negative factors.

Originality/value

The results of this research have enabled a comparison of the attractive and negative factors for adopting PPP between three administrative systems. These findings have confirmed that PPP is a suitable means to procure large public projects, which are believed to be useful and interesting to PPP researchers and practitioners.

Details

Engineering, Construction and Architectural Management, vol. 17 no. 3
Type: Research Article
ISSN: 0969-9988

Keywords

Article
Publication date: 2 December 2021

Sheng Xu, Mengge Zhang, Bo Xia and Jiangbo Liu

This study aimed to identify driving factors of safety attitudinal ambivalence (AA) and explore their influence. Construction workers' intention to act safely can be instable…

Abstract

Purpose

This study aimed to identify driving factors of safety attitudinal ambivalence (AA) and explore their influence. Construction workers' intention to act safely can be instable under conflicting information from safety management, co-workers and habitual unsafe behaviour. Existing research explained the mechanism of unsafe behaviours as individual decisions but failed to include AA, as the co-existence of both positive and negative attitude.

Design/methodology/approach

This study applied system dynamics to explore factors of construction workers' AA and simulate the process of mitigating the ambivalence for less safety behaviour. Specifically, the group model building approach with eight experts was used to map the causal loop diagram and field questionnaire of 209 construction workers were used to collect empirical data for initiating parameters.

Findings

The group model building identified five direct factors of AA, namely the organisational safety support, important others' safety attitude, emotional arousal, safety production experience and work pressure, with seven feedback paths. The questionnaire survey obtained the initial values of the factors in the SD model, with the average ambivalence at 0.389. The ambivalence between cognitive and affective safety attitude was the highest. Model simulation results indicated that safety experience and work pressure had the most significant effects, and safety experience and positive attitude of co-workers could compensate the pressure from tight schedule and budget.

Originality/value

This study provided a new perspective of the dynamic safety attitude under the co-existence of positive and negative attitude, identified its driving factors and their influencing paths. The group model building approach and field questionnaire surveys were used to provide convincible suggestions for empirical safety management with least and most effective approaches and possible interventions to prevent unsafe behaviour with tight schedule and budget.

Details

Engineering, Construction and Architectural Management, vol. 30 no. 2
Type: Research Article
ISSN: 0969-9988

Keywords

Article
Publication date: 19 March 2018

Xun Xu

This study aims to investigate the online customer review behavior and determinants of overall satisfaction with hotels of travelers in various travel group compositions.

2390

Abstract

Purpose

This study aims to investigate the online customer review behavior and determinants of overall satisfaction with hotels of travelers in various travel group compositions.

Design/methodology/approach

The author collected data from online reviews of travelers in various travel group compositions from 600 hotels in 100 of the largest cities in the USA from Booking.com and used latent semantic analysis (LSA) to identify the positive and negative factors from online reviews of travelers in various travel group compositions. Then, text regression was used to determine the influential factors of overall satisfaction of travelers in various travel group compositions.

Findings

It was found in this study that not all the positive and negative textual factors mined from travelers’ online reviews significantly influenced their overall satisfaction. In addition, the determinants of traveler satisfaction were different when travelers were in different travel group compositions.

Research limitations/implications

The author found similar online review behavior, but different basic, excitement and performance factors of travelers in different travel group compositions.

Practical implications

This study helps hoteliers understand customers’ perception of the specific attributes of their products and services, which provides a guideline for businesses to design the priority rule to improve these corresponding attributes and use market segmentation strategy when dealing with customers in different travel group compositions.

Originality/value

The author examined and compared the online review behavior and determinants of satisfaction using the factors mined from online reviews between travelers in various travel group compositions. This study combined customer ratings with textual reviews and predicted customer ratings from the factors extracted from textual reviews using LSA and text regression.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 3
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 9 October 2017

Kristina Heinonen

The current service landscape is increasingly dynamic, and consumers’ engagement in market-related behavior is constantly changing. Developments in technology further influence…

3517

Abstract

Purpose

The current service landscape is increasingly dynamic, and consumers’ engagement in market-related behavior is constantly changing. Developments in technology further influence this continuous dynamism. Therefore, it is important to understand the factors that may cause different engagement valence, especially as only some consumers actively engage in online platforms. The purpose of this paper is to characterize factors that positively and negatively influence consumer engagement and suggest theoretical and managerial implications for the different factors that determine consumer engagement.

Design/methodology/approach

This paper conceptualizes factors that influence consumer engagement based on their characteristics (behavioral, emotional, and cognitive) and the type of influence (positive or negative). The study uses customer-dominant logic of service, which focuses on emancipated customers and idiosyncratic customer logic, rather than on provider-orchestrated customer experiences of brands, firms, or offerings. An abductive research approach is used to qualitatively explore consumer engagement in the context of online interest communities.

Findings

The study identifies the behavioral, emotional, and cognitive factors that positively and negatively determine consumer engagement in the context of online interest communities.

Research limitations/implications

Through the focus on customer logic, the study provides a detailed and nuanced view of factors that influence consumer engagement. Future research is needed to explore how this framework can be applied to other online communities and different service contexts.

Practical implications

The paper provides insights into the presence of an interest area in consumers’ lives. The study indicates how firms may be involved in consumers’ lives and how firms may create successful customer relationships based on consumer engagement.

Originality/value

This study enhances previous research in four ways: by characterizing factors that determine engagement, paying particular attention to its negatively valenced factors and examining the interplay of the factors that positively and negatively influence engagement, by describing consumers’ connection to the interest area instead of positioning the brand as the link between the consumers and the provider, and by discussing the theoretical and practical challenges associated with understanding and managing consumer engagement.

Details

Journal of Service Theory and Practice, vol. 28 no. 2
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 24 October 2023

Rebecca Ozanne, Jane L. Ireland, Carol A. Ireland and Abigail Thornton

The purpose of this study is to build on previous literature in this area thus, the views of professionals working with those who report institutional abuse was sought using a…

Abstract

Purpose

The purpose of this study is to build on previous literature in this area thus, the views of professionals working with those who report institutional abuse was sought using a Delphi method.

Design/methodology/approach

Professionals working with those who report institutional abuse, such as psychologists, social workers and personal injury lawyers, were invited to engage in the Delphi study. Sixteen professionals completed the final round (with four rounds in total). This method was used to gain professional consensus on the considered impacts of institutional child abuse and what factors influence impacts.

Findings

Eight superordinate themes were developed, as follows: institutional abuse has lasting negative effects on well-being, functioning and behaviour; loss of trust in others and the system is a potential outcome of institutional abuse; negative impacts on future life chances; negative impacts of institutional abuse are exacerbated by numerous factors; protective factors reduced negative impacts; psychological intervention is useful for survivors; positive and negative impacts of disclosure – the response of others as important; and keep impacts individualised.

Practical implications

The need for an individualised approach when working with those reporting institutional abuse was a salient finding.

Originality/value

Institutional abuse is known to result in several negative impacts, although research into this area is limited with a need to better understand what may protect or exacerbate impacts.

Details

The Journal of Forensic Practice, vol. 25 no. 4
Type: Research Article
ISSN: 2050-8794

Keywords

Article
Publication date: 3 February 2023

Ying Lu, Jie Liu and Wenhui Yu

Mega construction projects (MCPs), which play an important role in the economy, society and environment of a country, have developed rapidly in recent years. However, due to…

Abstract

Purpose

Mega construction projects (MCPs), which play an important role in the economy, society and environment of a country, have developed rapidly in recent years. However, due to frequent social conflicts caused by the negative social impact of MCPs, social risk control has become a major challenge. Exploring the relationship between social risk factors and social risk from the perspective of risk evolution and identifying key factors contribute to social risk control; but few studies have paid enough attention to this. Therefore, this study aims to systematically analyze the impact of social risk factors on social risk based on a social risk evolution path.

Design/methodology/approach

This study proposed a social risk evolution path for MCPs explaining how social risk occurs and develops with the impact of social risk factors. To further analyze the impact quantitatively, a social risk analysis model combining structural equation model (SEM) with Bayesian network (BN) was developed. SEM was used to verify the relationship in the social risk evolution path. BN was applied to identify key social risk factors and predict the probabilities of social risk, quantitatively. The feasibility of the proposed model was verified by the case of water conservancy projects.

Findings

The results show that negative impact on residents’ living standards, public opinion advantage and emergency management ability were key social risk factors through sensitivity analysis. Then, scenario analysis simulated the risk probability results with the impact of different states of these key factors to obtain management strategies.

Originality/value

This study creatively proposes a social risk evolution path describing the dynamic interaction of the social risk and first applies the hybrid SEM–BN method in the social risk analysis for MCPs to explore effective risk control strategies. This study can facilitate the understanding of social risk from the perspective of risk evolution and provide decision-making support for the government coping with social risk in the implementation of MCPs.

Details

Engineering, Construction and Architectural Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0969-9988

Keywords

Article
Publication date: 27 July 2021

Eulalia Santos, Vanessa Ratten, Ana Diogo and Fernando Tavares

The COVID-19 pandemic has spread rapidly around the world and Portugal is no exception. Positive and negative effects are extremely important in individual's life experiences and…

Abstract

Purpose

The COVID-19 pandemic has spread rapidly around the world and Portugal is no exception. Positive and negative effects are extremely important in individual's life experiences and in particular in the context of the quarantine, in which it is important to maintain the balance between favorable and unfavorable situations. The purpose of this paper is to study in depth the intensity of the affect during the COVID-19 pandemic in Portugal and to validate a scale of positive and negative affect in the context of quarantine and confinement.

Design/methodology/approach

The methodology used is of a quantitative nature, based on a questionnaire survey to measure the intensity of the affects and to analyze some sociodemographic variables. The sample consists of 726 individuals of age 18 years or older, who were in Portugal during the quarantine of the COVID-19 pandemic.

Findings

The results show that respondents were concerned, anxious, well-disposed and impatient. Exploratory and confirmatory factor analysis applied to affects produced a latent structure with two factors: negative affect and positive affect. The affect scale has adequate convergent and discriminant validity and good internal consistency, with negative affect being experienced by individuals with greater intensity compared to positive affect.

Originality/value

It is hoped that this study contributes to an increase in the scientific knowledge in the field of the affects in the context of delicate situations such as the pandemic COVID-19 so that health professionals can intervene to improve individual’s well-being. This is an important way to provide better health policy that considers in more depth individual wellbeing and emotions during times of crisis. Limitations and suggestions for future research are also stated that highlight the importance of understanding emotional states of individuals during crisis events.

Details

Journal of Science and Technology Policy Management, vol. 13 no. 2
Type: Research Article
ISSN: 2053-4620

Keywords

Article
Publication date: 18 July 2019

Qiang Bu

This study aims to examine whether mutual funds can earn daily alpha and time daily market return.

Abstract

Purpose

This study aims to examine whether mutual funds can earn daily alpha and time daily market return.

Design/methodology/approach

Based on the Treynor and Mazuy (1966) model and the Henriksson and Merton (1981) model, the author tests the daily market-timing ability of actual mutual funds and bootstrapped mutual funds.

Findings

The author finds that daily alpha and daily market-timing ability can come from pure luck. In addition, the relation between fund alpha and market-timing ability is at best minimal.

Originality/value

Using bootstrapped funds as the benchmark, this study shows that daily fund market is overall efficient.

Details

Studies in Economics and Finance, vol. 36 no. 3
Type: Research Article
ISSN: 1086-7376

Keywords

Book part
Publication date: 12 September 2017

Moosung Lee, Jenny Dean and Yeonjeong Kim

Using data from the Children of Immigrants Longitudinal Study, this study examines the structural relationships between negative school social relationships, school safety…

Abstract

Using data from the Children of Immigrants Longitudinal Study, this study examines the structural relationships between negative school social relationships, school safety, educational expectation, and academic achievement of Latino immigrant students. Results from multilevel structural equation modeling show that discrimination, unhelpful school social relationships, and experiences of unsafe school environments influence Latino immigrant adolescents’ academic achievement indirectly and directly through their educational expectations. Specifically, this study explores how noncognitive and contextual factors embedded in different structural layers of school organization influence Latino immigrant adolescents’ academic achievement. It draws attention to the impact of negative school factors such as discriminatory and unsupportive school social relationships, and negative and unsafe school structures that undermine school life. Based on our findings, we argue that as Latino immigrant students internalize negative experiences from their school experiences during the critical period of adolescence, such accumulated negative internalization may reinforce negative self-perceptions and inaccurate stereotypes. Not only discrimination but also other negative school features such as the absence of academic supporters, nonacademically oriented friends, and unsafe learning environments inhibit them from navigating positive school opportunities and ultimately, successful school achievement. Implications for the social organization of U.S. public secondary schools with a focus on Latino immigrant adolescents’ academic achievement are discussed.

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