The influence of negative marketplace information on consumer attitudes toward a service establishment

Ronn J. Smith, David C. Knuff, David E. Sprott and Eric R. Spangenberg

Journal of Retailing and Consumer Services, 2013, vol. 20, issue 3, 358-364

Abstract: Market information about service providers and retailers can significantly influence how customers view firms. Prior research indicates that the impact of such information (especially when it is counter to consumers’ initial views of a firm) is dependent upon the nature of the customers’ evaluations, as well as the nature of the information itself. The current study examines these issues in the context of attitudes toward, and negative reviews about, a service provider (a new restaurant chain). An experimental study partially supports prior research findings and suggests a new process using a validated measure distinguishing between hedonic and utilitarian dimensions of attitude. Implications of our results are provided for theory and practice.

Keywords: Counterattitudinal arguments; Hedonic-utilitarian; Service attitudes; Rational vs. emotional arguments (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:20:y:2013:i:3:p:358-364

DOI: 10.1016/j.jretconser.2013.03.001

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