Please use this identifier to cite or link to this item:
https://hdl.handle.net/10316/87171
DC Field | Value | Language |
---|---|---|
dc.contributor.author | Augusto, Mário | - |
dc.contributor.author | Godinho, Pedro | - |
dc.contributor.author | Torres, Pedro | - |
dc.date.accessioned | 2019-06-13T18:24:09Z | - |
dc.date.available | 2019-06-13T18:24:09Z | - |
dc.date.issued | 2019-09 | - |
dc.identifier.issn | 0969-6989 | pt |
dc.identifier.uri | https://hdl.handle.net/10316/87171 | - |
dc.description.abstract | This study aims to model the conditions that lead to existing customers’ resilience to negative information in the context of the airline industry. In doing so, the study examines the role of electronic word-of-mouth, considering the commitment-consistency principle. Fuzzy-set qualitative comparative analysis is employed along with structural equation modeling. Interaction effects are also studied. The structural equation modeling results show that electronic word-of-mouth influences resilience to negative information directly and indirectly (through the mediation of customer-brand identification). The results of the fuzzy-set qualitative comparative analysis show that customer-brand identification must be combined with electronic word-of-mouth to achieve high resilience to negative information. The combination of self-brand congruity with electronic word-of-mouth can also be sufficient to obtain this outcome. The interaction analysis provides additional support for the amplifying effect of electronic word-of-mouth. | pt |
dc.language.iso | eng | pt |
dc.publisher | Elsevier | pt |
dc.rights | embargoedAccess | pt |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/4.0/ | pt |
dc.subject | Resilience to negative information | pt |
dc.subject | electronic word-of-mouth | pt |
dc.subject | customer-brand identification | pt |
dc.subject | self-brand congruity | pt |
dc.subject | memorable brand experiences | pt |
dc.subject | brand social benefits | pt |
dc.title | Building customers’ resilience to negative information in the airline industry | pt |
dc.type | article | - |
degois.publication.firstPage | 235 | pt |
degois.publication.lastPage | 248 | pt |
degois.publication.title | Journal of Retailing and Consumer Services | pt |
dc.relation.publisherversion | https://doi.org/10.1016/j.jretconser.2019.05.015 | pt |
dc.peerreviewed | yes | pt |
dc.identifier.doi | 10.1016/j.jretconser.2019.05.015 | pt |
degois.publication.volume | 50 | pt |
dc.date.embargo | 2022-07-17 | * |
uc.date.periodoEmbargo | 1050 | pt |
item.grantfulltext | open | - |
item.fulltext | Com Texto completo | - |
item.openairetype | article | - |
item.languageiso639-1 | en | - |
item.openairecristype | http://purl.org/coar/resource_type/c_18cf | - |
item.cerifentitytype | Publications | - |
crisitem.author.researchunit | CeBER – Centre for Business and Economics Research | - |
crisitem.author.researchunit | CeBER – Centre for Business and Economics Research | - |
crisitem.author.orcid | 0000-0003-2247-7101 | - |
crisitem.author.orcid | 0000-0002-7903-0039 | - |
Appears in Collections: | I&D CeBER - Artigos em Revistas Internacionais |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
Building customers’ resilience to negative information in the airline industry - Estudo Geral.pdf | 1.17 MB | Adobe PDF | View/Open |
SCOPUSTM
Citations
17
checked on Apr 15, 2024
WEB OF SCIENCETM
Citations
10
13
checked on Apr 2, 2024
Page view(s)
229
checked on Apr 23, 2024
Download(s)
159
checked on Apr 23, 2024
Google ScholarTM
Check
Altmetric
Altmetric
This item is licensed under a Creative Commons License