Dissatisfaction, Disconfirmation, and Distrust: an Empirical Examination of Value Co-Destruction through Negative Electronic Word-of-Mouth (eWOM)

Kichan Nam (), Jeff Baker (), Norita Ahmad () and Jahyun Goo ()
Additional contact information
Kichan Nam: American University of Sharjah
Jeff Baker: American University of Sharjah
Norita Ahmad: American University of Sharjah
Jahyun Goo: Florida Atlantic University

Information Systems Frontiers, 2020, vol. 22, issue 1, No 11, 113-130

Abstract: Abstract Electronic word-of-mouth (eWOM) is a key source of information for consumers and is also a vitally important source of value to business and website owners. In this study, we investigate what causes consumers to trust or distrust a review website and how value is created (or destroyed) through online reviews, which are one type of eWOM. Building on the expectation confirmation model, this study examines how consumers’ disconfirmation of previous eWOM leads to distrust of the eWOM, which in turn leads to negative eWOM and ultimately to distrust of the review website itself. Experience-based dissatisfaction directly affects the writing of negative reviews, but only indirectly influences distrust of the website. We analyze survey data collected from users of the TripAdvisor website (n = 227), with PLS results providing support for our model. Implications exist for consumers who are users of review websites as readers of eWOM, for business owners whose products and services are reviewed online, and for review website platforms.

Keywords: Negative eWOM; Value co-destruction; Distrust; Dissatisfaction; Expectation confirmation (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (10)

Downloads: (external link)
http://link.springer.com/10.1007/s10796-018-9849-4 Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:infosf:v:22:y:2020:i:1:d:10.1007_s10796-018-9849-4

Ordering information: This journal article can be ordered from
http://www.springer.com/journal/10796

DOI: 10.1007/s10796-018-9849-4

Access Statistics for this article

Information Systems Frontiers is currently edited by Ram Ramesh and Raghav Rao

More articles in Information Systems Frontiers from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().