Research graph
References from Behavioral involvement and structural influence in negative word-of-mouth diffusion: Exploring online firestorms during service crises. Local targets link to admitted publications; unresolved targets remain external evidence.
Too much of a good thing? High volumes of positive WOM can undermine adopters of new technology products
10.1007/s11002-024-09734-6 · 2025 · External reference
The effects of social- and self-motives on the intentions to share positive and negative word of mouth
10.1007/s11747-012-0323-4 · 2013 · External reference
The effects of online negative word‐of‐mouth on dissatisfied customers: A frustration–aggression perspective
10.1002/mar.21326 · 2020 · External reference
Determinants of negative word-of-mouth communication using social networking sites
10.1016/j.im.2015.12.002 · 2016 · External reference
The impact of involvement on engagement with brand posts
10.1108/jrim-01-2018-0013 · 2019 · External reference
Is service recovery of equal importance for private vs public complainers?
10.1016/j.jbusres.2022.08.049 · 2022 · External reference
Gains-focused vs risk-averse orientations and their impact on location-based marketing services in tourism
10.1108/jhtt-07-2021-0209 · 2022 · External reference
Word of mouth and interpersonal communication: a review and directions for future research
10.1016/j.jcps.2014.05.002 · 2014 · External reference
Examining users’ news sharing behaviour on social media: Role of perception of online civic engagement and dual social influences
10.1080/0144929x.2022.2066019 · 2023 · External reference
10.1002/cb.2254
10.1002/cb.2254 · External reference
The contrasting effects of negative word of mouth in the post‐consumption stage
10.1016/j.jcps.2010.11.005 · 2011 · External reference
Understanding the drivers and outcomes of ideologically charged social media firestorms: the sociotechnical and social learning perspectives
10.1080/07421222.2025.2520170 · 2025 · External reference
The effect of need for uniqueness on word of mouth
10.1509/jmkr.47.3.553 · 2010 · External reference
The diffusion process of product-harm misinformation on social media: Evidence from consumers and insights from communication professionals
10.1108/intr-07-2022-0571 · 2023 · External reference
Polite or playful? how service robot type and apology style influence negative word-of-mouth after service failures
10.1016/j.chb.2026.108995 · 2026 · External reference
How donor’s regulatory focus changes the effectiveness of a sadness-evoking charity appeal
10.1016/j.ijresmar.2020.08.005 · 2021 · External reference
Quantifying cross and direct network effects in online consumer-to-consumer platforms
10.1287/mksc.2016.0976 · 2016 · External reference
Social influence: compliance and conformity
10.1146/annurev.psych.55.090902.142015 · 2004 · External reference
Generation, susceptibility, and response regarding negativity: An in-depth analysis on negative online reviews
10.1016/j.jbusres.2022.08.033 · 2022 · External reference
Protecting organization reputations during a crisis: the development and application of situational crisis communication theory
10.1057/palgrave.crr.1550049 · 2007 · External reference
Virtual influencers in consumer behaviour: a social influence theory perspective
10.1111/1467-8551.12839 · 2025 · External reference
Popularity of brand posts on brand fan pages: an investigation of the effects of social media marketing
10.1016/j.intmar.2012.01.003 · 2012 · External reference
Ties that bind: leveraging horizontal and vertical ties within an entrepreneurial community in cross-promotional social media marketing
10.1108/jrme-01-2021-0010 · 2023 · External reference
Handling complaints on social network sites – an analysis of complaints and complaint responses on Facebook and Twitter pages of large US companies
10.1016/j.pubrev.2014.11.012 · 2015 · External reference
10.1177/00222429251322773
10.1177/00222429251322773 · External reference
E-service failure and recovery strategy in times of crisis: Effect on peer attitudes, expectation and future intention
10.1007/s11846-024-00762-0 · 2025 · External reference
Service failures in times of crisis: an analysis of eWOM emotionality
10.1016/j.jbusres.2022.113349 · 2023 · External reference
More talk, more support? the effects of social network interaction and social network evaluation on social support via social media
10.2147/prbm.s424443 · 2023 · External reference
Brand crises in the digital age: the short- and long-term effects of social media firestorms on consumers and brands
10.1016/j.ijresmar.2018.08.001 · 2018 · External reference
Detecting, preventing, and mitigating online firestorms in brand communities
10.1177/0022242918822300 · 2019 · External reference
Beyond pleasure and pain
10.1037/0003-066x.52.12.1280 · 1997 · External reference
Gaining customer engagement in social media recovery: The moderating roles of timeliness and personalization
10.1108/intr-06-2022-0439 · 2024 · External reference
Understanding the social learning effect in contagious switching behavior
10.1287/mnsc.2018.3173 · 2019 · External reference
Making your online voice loud: the critical role of WOM information
10.1108/03090561111137714 · 2011 · External reference
Unexpected distractions and investor attention to corporate announcements
10.1007/s11142-021-09618-4 · 2022 · External reference
Complaint handling on social media: The impact of multiple response times on consumer satisfaction
10.1016/j.chb.2017.04.016 · 2017 · External reference
Like, comment, and share on Facebook: How each behavior differs from the other
10.1016/j.pubrev.2017.02.006 · 2017 · External reference
The impact of company-generated posts with crisis-related content on online engagement behavior
10.1016/j.jbusres.2023.114021 · 2023 · External reference
The influence of social support from intermediary organizations on innovativeness and subjective happiness in community-based tourism
10.1080/09669582.2023.2175836 · 2024 · External reference
Online controversial events: Leveraging consumer engagement withusers’ positive buzz
2025 · External reference
Exploring customer concerns on service quality under the COVID-19 crisis: A social media analytics study from the retail industry
10.1016/j.jretconser.2022.103157 · 2023 · External reference
Fanning the flames: Transmitting negative word of mouth of rival brands
10.1016/j.jbusres.2022.113318 · 2023 · External reference
Why did you delete my comment? investigating observing consumers’ reactions to comment‐deletion‐clues during a brand crisis
10.1002/mar.22065 · 2024 · External reference
The value of brand fans during a crisis: Exploring the roles of response strategy, source, and brand identification
10.1177/2329488421999699 · 2023 · External reference
10.1108/md-05-2024-1005
10.1108/md-05-2024-1005 · External reference
Does money talk? the impact of monetary incentives on user-generated content contributions
10.1287/isre.2020.0971 · 2021 · External reference
Impact of pandemics on humanitarian retailing operations: A voucher’s case
10.1111/poms.13690 · 2023 · External reference
Brand-related social media influencers as spokespersons after a corporate greenwashing crisis. Implications of parasocial interactions and wishful identification on the perception of the brand image
10.1016/j.pubrev.2025.102612 · 2025 · External reference
10.1145/2675133.2675242
10.1145/2675133.2675242 · External reference
Consumer response to E-commerce service failure: Leveraging repurchase intentions through strategic recovery policies
10.1016/j.jretconser.2024.104137 · 2025 · External reference
Understanding online firestorms: Negative word-of-mouth dynamics in social media networks
10.1080/13527266.2013.797778 · 2014 · External reference
Transmission of negative brand-relevant content on social media
10.1108/jpbm-12-2020-3258 · 2021 · External reference
A turn of the tables: Psychological contracts and word of mouth about sharing economy platforms when consumers get reviewed
10.1093/jcr/ucad002 · 2023 · External reference
Typology and impact of follower responses to social media influencer “promotional crisis.
10.1002/mar.22133 · 2025 · External reference
Digital communication, value co-creation and customer engagement in business networks: A conceptual matrix and propositions
10.1108/ejm-01-2020-0023 · 2021 · External reference
Hubristic pride & prejudice: the effects of hubristic pride on negative word-of-mouth
10.1016/j.ijresmar.2019.11.003 · 2020 · External reference
Electronic word-of-mouth (eWOM) generation in new media platforms: The role of regulatory focus and collective dissonance
10.1007/s11002-013-9248-z · 2014 · External reference
The service recovery journey: Conceptualization, integration, and directions for future research
10.1177/1094670518819852 · 2019 · External reference
Unresolved reference
External reference
The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders
10.1016/j.jbusres.2017.04.020 · 2017 · External reference
Finding goldilocks influencers: How follower count drives social media engagement
10.1177/00222429221125131 · 2023 · External reference
An updated social media users’ crisis response framework
10.1108/apjml-07-2024-0899 · 2025 · External reference
Community engagement and online word of mouth: an empirical investigation
10.1016/j.im.2017.07.002 · 2018 · External reference
Soothing the unsatisfied or pleasing the satisfied? the effects of managerial responses to positive versus negative reviews on customer ratings and financial performance
10.1007/s11747-024-01010-3 · 2026 · External reference
Accumulation mechanism of opinion leaders’ social interaction ties in virtual communities: Empirical evidence from China
10.1016/j.chb.2018.01.005 · 2018 · External reference
Investigating the drivers for social commerce in social media platforms: Importance of trust, social support and the platform perceived usage
10.1016/j.jretconser.2017.10.021 · 2018 · External reference
10.1287/mksc.1120.0738
10.1287/mksc.1120.0738 · External reference
Managing the product-harm crisis in the digital era: The role of consumer online brand community engagement
10.1016/j.jbusres.2020.04.044 · 2020 · External reference
Service failure and negative Word-of-Mouth in Chinese retail banking: a moderated-mediation approach
10.1108/ijbm-02-2023-0107 · 2025 · External reference
Self-presentation on social media: When self-enhancement confronts self-verification
10.1080/15252019.2020.1841048 · 2020 · External reference
What motivates international tourists’ positive word-of-mouth? the effect of individualist and collectivist cultural orientations
10.1108/tr-07-2023-0457 · 2025 · External reference
10.1002/cb.2254
10.1002/cb.2254 · ExternalCitation · doi-reference
The effects of online negative word‐of‐mouth on dissatisfied customers: A frustration–aggression perspective
10.1002/mar.21326 · ExternalCitation · doi-reference
Why did you delete my comment? investigating observing consumers’ reactions to comment‐deletion‐clues during a brand crisis
10.1002/mar.22065 · ExternalCitation · doi-reference
Typology and impact of follower responses to social media influencer “promotional crisis.
10.1002/mar.22133 · ExternalCitation · doi-reference
Electronic word-of-mouth (eWOM) generation in new media platforms: The role of regulatory focus and collective dissonance
10.1007/s11002-013-9248-z · ExternalCitation · doi-reference
Too much of a good thing? High volumes of positive WOM can undermine adopters of new technology products
10.1007/s11002-024-09734-6 · ExternalCitation · doi-reference
Unexpected distractions and investor attention to corporate announcements
10.1007/s11142-021-09618-4 · ExternalCitation · doi-reference
The effects of social- and self-motives on the intentions to share positive and negative word of mouth
10.1007/s11747-012-0323-4 · ExternalCitation · doi-reference
Soothing the unsatisfied or pleasing the satisfied? the effects of managerial responses to positive versus negative reviews on customer ratings and financial performance
10.1007/s11747-024-01010-3 · ExternalCitation · doi-reference
E-service failure and recovery strategy in times of crisis: Effect on peer attitudes, expectation and future intention
10.1007/s11846-024-00762-0 · ExternalCitation · doi-reference
Complaint handling on social media: The impact of multiple response times on consumer satisfaction
10.1016/j.chb.2017.04.016 · ExternalCitation · doi-reference
Accumulation mechanism of opinion leaders’ social interaction ties in virtual communities: Empirical evidence from China
10.1016/j.chb.2018.01.005 · ExternalCitation · doi-reference
Polite or playful? how service robot type and apology style influence negative word-of-mouth after service failures
10.1016/j.chb.2026.108995 · ExternalCitation · doi-reference
Brand crises in the digital age: the short- and long-term effects of social media firestorms on consumers and brands
10.1016/j.ijresmar.2018.08.001 · ExternalCitation · doi-reference
Hubristic pride & prejudice: the effects of hubristic pride on negative word-of-mouth
10.1016/j.ijresmar.2019.11.003 · ExternalCitation · doi-reference
How donor’s regulatory focus changes the effectiveness of a sadness-evoking charity appeal
10.1016/j.ijresmar.2020.08.005 · ExternalCitation · doi-reference
Determinants of negative word-of-mouth communication using social networking sites
10.1016/j.im.2015.12.002 · ExternalCitation · doi-reference
Community engagement and online word of mouth: an empirical investigation
10.1016/j.im.2017.07.002 · ExternalCitation · doi-reference
Popularity of brand posts on brand fan pages: an investigation of the effects of social media marketing
10.1016/j.intmar.2012.01.003 · ExternalCitation · doi-reference
The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders
10.1016/j.jbusres.2017.04.020 · ExternalCitation · doi-reference
Managing the product-harm crisis in the digital era: The role of consumer online brand community engagement
10.1016/j.jbusres.2020.04.044 · ExternalCitation · doi-reference
Generation, susceptibility, and response regarding negativity: An in-depth analysis on negative online reviews
10.1016/j.jbusres.2022.08.033 · ExternalCitation · doi-reference
Is service recovery of equal importance for private vs public complainers?
10.1016/j.jbusres.2022.08.049 · ExternalCitation · doi-reference
Fanning the flames: Transmitting negative word of mouth of rival brands
10.1016/j.jbusres.2022.113318 · ExternalCitation · doi-reference
Service failures in times of crisis: an analysis of eWOM emotionality
10.1016/j.jbusres.2022.113349 · ExternalCitation · doi-reference
The impact of company-generated posts with crisis-related content on online engagement behavior
10.1016/j.jbusres.2023.114021 · ExternalCitation · doi-reference
The contrasting effects of negative word of mouth in the post‐consumption stage
10.1016/j.jcps.2010.11.005 · ExternalCitation · doi-reference
Word of mouth and interpersonal communication: a review and directions for future research
10.1016/j.jcps.2014.05.002 · ExternalCitation · doi-reference
Investigating the drivers for social commerce in social media platforms: Importance of trust, social support and the platform perceived usage
10.1016/j.jretconser.2017.10.021 · ExternalCitation · doi-reference
Exploring customer concerns on service quality under the COVID-19 crisis: A social media analytics study from the retail industry
10.1016/j.jretconser.2022.103157 · ExternalCitation · doi-reference
Consumer response to E-commerce service failure: Leveraging repurchase intentions through strategic recovery policies
10.1016/j.jretconser.2024.104137 · ExternalCitation · doi-reference
Handling complaints on social network sites – an analysis of complaints and complaint responses on Facebook and Twitter pages of large US companies
10.1016/j.pubrev.2014.11.012 · ExternalCitation · doi-reference
Like, comment, and share on Facebook: How each behavior differs from the other
10.1016/j.pubrev.2017.02.006 · ExternalCitation · doi-reference
Brand-related social media influencers as spokespersons after a corporate greenwashing crisis. Implications of parasocial interactions and wishful identification on the perception of the brand image
10.1016/j.pubrev.2025.102612 · ExternalCitation · doi-reference
Beyond pleasure and pain
10.1037/0003-066x.52.12.1280 · ExternalCitation · doi-reference
Protecting organization reputations during a crisis: the development and application of situational crisis communication theory
10.1057/palgrave.crr.1550049 · ExternalCitation · doi-reference
Examining users’ news sharing behaviour on social media: Role of perception of online civic engagement and dual social influences
10.1080/0144929x.2022.2066019 · ExternalCitation · doi-reference
Understanding the drivers and outcomes of ideologically charged social media firestorms: the sociotechnical and social learning perspectives
10.1080/07421222.2025.2520170 · ExternalCitation · doi-reference
The influence of social support from intermediary organizations on innovativeness and subjective happiness in community-based tourism
10.1080/09669582.2023.2175836 · ExternalCitation · doi-reference
Understanding online firestorms: Negative word-of-mouth dynamics in social media networks
10.1080/13527266.2013.797778 · ExternalCitation · doi-reference
Self-presentation on social media: When self-enhancement confronts self-verification
10.1080/15252019.2020.1841048 · ExternalCitation · doi-reference
A turn of the tables: Psychological contracts and word of mouth about sharing economy platforms when consumers get reviewed
10.1093/jcr/ucad002 · ExternalCitation · doi-reference
Making your online voice loud: the critical role of WOM information
10.1108/03090561111137714 · ExternalCitation · doi-reference
An updated social media users’ crisis response framework
10.1108/apjml-07-2024-0899 · ExternalCitation · doi-reference
Digital communication, value co-creation and customer engagement in business networks: A conceptual matrix and propositions
10.1108/ejm-01-2020-0023 · ExternalCitation · doi-reference
Service failure and negative Word-of-Mouth in Chinese retail banking: a moderated-mediation approach
10.1108/ijbm-02-2023-0107 · ExternalCitation · doi-reference
Gaining customer engagement in social media recovery: The moderating roles of timeliness and personalization
10.1108/intr-06-2022-0439 · ExternalCitation · doi-reference
The diffusion process of product-harm misinformation on social media: Evidence from consumers and insights from communication professionals
10.1108/intr-07-2022-0571 · ExternalCitation · doi-reference
Gains-focused vs risk-averse orientations and their impact on location-based marketing services in tourism
10.1108/jhtt-07-2021-0209 · ExternalCitation · doi-reference
Transmission of negative brand-relevant content on social media
10.1108/jpbm-12-2020-3258 · ExternalCitation · doi-reference
The impact of involvement on engagement with brand posts
10.1108/jrim-01-2018-0013 · ExternalCitation · doi-reference
Ties that bind: leveraging horizontal and vertical ties within an entrepreneurial community in cross-promotional social media marketing
10.1108/jrme-01-2021-0010 · ExternalCitation · doi-reference
10.1108/md-05-2024-1005
10.1108/md-05-2024-1005 · ExternalCitation · doi-reference
What motivates international tourists’ positive word-of-mouth? the effect of individualist and collectivist cultural orientations
10.1108/tr-07-2023-0457 · ExternalCitation · doi-reference
Virtual influencers in consumer behaviour: a social influence theory perspective
10.1111/1467-8551.12839 · ExternalCitation · doi-reference
Impact of pandemics on humanitarian retailing operations: A voucher’s case
10.1111/poms.13690 · ExternalCitation · doi-reference
10.1145/2675133.2675242
10.1145/2675133.2675242 · ExternalCitation · doi-reference
Social influence: compliance and conformity
10.1146/annurev.psych.55.090902.142015 · ExternalCitation · doi-reference
Detecting, preventing, and mitigating online firestorms in brand communities
10.1177/0022242918822300 · ExternalCitation · doi-reference
Finding goldilocks influencers: How follower count drives social media engagement
10.1177/00222429221125131 · ExternalCitation · doi-reference
10.1177/00222429251322773
10.1177/00222429251322773 · ExternalCitation · doi-reference
The service recovery journey: Conceptualization, integration, and directions for future research
10.1177/1094670518819852 · ExternalCitation · doi-reference
The value of brand fans during a crisis: Exploring the roles of response strategy, source, and brand identification
10.1177/2329488421999699 · ExternalCitation · doi-reference
Does money talk? the impact of monetary incentives on user-generated content contributions
10.1287/isre.2020.0971 · ExternalCitation · doi-reference
10.1287/mksc.1120.0738
10.1287/mksc.1120.0738 · ExternalCitation · doi-reference
Quantifying cross and direct network effects in online consumer-to-consumer platforms
10.1287/mksc.2016.0976 · ExternalCitation · doi-reference
Understanding the social learning effect in contagious switching behavior
10.1287/mnsc.2018.3173 · ExternalCitation · doi-reference
The effect of need for uniqueness on word of mouth
10.1509/jmkr.47.3.553 · ExternalCitation · doi-reference
More talk, more support? the effects of social network interaction and social network evaluation on social support via social media
10.2147/prbm.s424443 · ExternalCitation · doi-reference
