Hubristic pride & prejudice: The effects of hubristic pride on negative word-of-mouth
Prior research has demonstrated how negative emotions influence negative word-of-mouth (NWOM). However, what if there exist certain positive emotions that influence consumers to spread NWOM? This research develops and tests a novel prediction that shows how a discrete positive emotion – hubristic pr...
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| Format: | Article |
| Language: | en |
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Elsevier B.V.
2019
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| Online Access: | https://eprints.ums.edu.my/id/eprint/25005/1/FULL%20TEXT.pdf https://eprints.ums.edu.my/id/eprint/25005/ https://doi.org/10.1016/j.ijresmar.2019.11.003 |
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| _version_ | 1834436304932175872 |
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| author | Felix Septianto Gavin Northey Chiew, Tung Moi Ngo, Liem Viet |
| author_facet | Felix Septianto Gavin Northey Chiew, Tung Moi Ngo, Liem Viet |
| author_sort | Felix Septianto |
| building | UMS Library |
| collection | Institutional Repository |
| content_provider | Universiti Malaysia Sabah |
| content_source | UMS Institutional Repository |
| continent | Asia |
| country | Malaysia |
| description | Prior research has demonstrated how negative emotions influence negative word-of-mouth (NWOM). However, what if there exist certain positive emotions that influence consumers to spread NWOM? This research develops and tests a novel prediction that shows how a discrete positive emotion – hubristic pride – can increase intention to engage in NWOM following a service failure. Results from six experiments support this prediction. Further, this research shows that psychological entitlement drives the effect of hubristic pride. Moreover, this effect is attenuated when consumers are nudged to focus on helping others. This research builds on current theory involving emotion and NWOM, presents a number of areas for future research, and discusses managerial implications stemming from the findings. |
| format | Article |
| id | my.ums.eprints-25005 |
| institution | Universiti Malaysia Sabah |
| language | en |
| publishDate | 2019 |
| publisher | Elsevier B.V. |
| record_format | eprints |
| spelling | my.ums.eprints-250052025-05-16T04:16:50Z https://eprints.ums.edu.my/id/eprint/25005/ Hubristic pride & prejudice: The effects of hubristic pride on negative word-of-mouth Felix Septianto Gavin Northey Chiew, Tung Moi Ngo, Liem Viet BF Psychology H1-99 Social sciences (General) Prior research has demonstrated how negative emotions influence negative word-of-mouth (NWOM). However, what if there exist certain positive emotions that influence consumers to spread NWOM? This research develops and tests a novel prediction that shows how a discrete positive emotion – hubristic pride – can increase intention to engage in NWOM following a service failure. Results from six experiments support this prediction. Further, this research shows that psychological entitlement drives the effect of hubristic pride. Moreover, this effect is attenuated when consumers are nudged to focus on helping others. This research builds on current theory involving emotion and NWOM, presents a number of areas for future research, and discusses managerial implications stemming from the findings. Elsevier B.V. 2019 Article PeerReviewed text en https://eprints.ums.edu.my/id/eprint/25005/1/FULL%20TEXT.pdf Felix Septianto and Gavin Northey and Chiew, Tung Moi and Ngo, Liem Viet (2019) Hubristic pride & prejudice: The effects of hubristic pride on negative word-of-mouth. International Journal of Research in Marketing, 37. pp. 1-23. ISSN 0167-8116 https://doi.org/10.1016/j.ijresmar.2019.11.003 https://doi.org/10.1016/j.ijresmar.2019.11.003 |
| spellingShingle | BF Psychology H1-99 Social sciences (General) Felix Septianto Gavin Northey Chiew, Tung Moi Ngo, Liem Viet Hubristic pride & prejudice: The effects of hubristic pride on negative word-of-mouth |
| title | Hubristic pride & prejudice: The effects of hubristic pride on negative word-of-mouth |
| title_full | Hubristic pride & prejudice: The effects of hubristic pride on negative word-of-mouth |
| title_fullStr | Hubristic pride & prejudice: The effects of hubristic pride on negative word-of-mouth |
| title_full_unstemmed | Hubristic pride & prejudice: The effects of hubristic pride on negative word-of-mouth |
| title_short | Hubristic pride & prejudice: The effects of hubristic pride on negative word-of-mouth |
| title_sort | hubristic pride & prejudice: the effects of hubristic pride on negative word-of-mouth |
| topic | BF Psychology H1-99 Social sciences (General) |
| url | https://eprints.ums.edu.my/id/eprint/25005/1/FULL%20TEXT.pdf https://eprints.ums.edu.my/id/eprint/25005/ https://doi.org/10.1016/j.ijresmar.2019.11.003 https://doi.org/10.1016/j.ijresmar.2019.11.003 |
| url_provider | http://eprints.ums.edu.my/ |