I samband med den växande teknologiska utvecklingen har spridningen av internetbaserade recensioner, även kallat electronic-word-of-mouth (eWOM), fått en allt större betydelse för konsumenterna inför ett köpbeslut. Turismbranschen är ett exempel på en bransch där allt fler människor använder online recensioner vid val av hotell online. Syftet med denna studie var att undersöka hur den negativa spridningen av eWOM påverkar köpbeslutsprocessen hos svenska konsumenter vid onlinebokning av hotell. Studien baserades på teorier som belyser följande ämnen; köpbeslutsprocessen, trovärdighet och eWOM.  Studiens urval grundades på individer som har tidigare erfarenheter av hotellbokning online och använder online recensioner vid sin informationssökning samt är över 18 år gamla. Studien bestod av en kvalitativ undersökning där tio respondenter har intervjuats på ett semistrukturerat vis. Intervjufrågorna bestod av 35 frågeställningar som var tematiserade i fyra olika teman med sju subteman och utformade efter studiens frågeställningar samt syfte.  Resultatet påvisade att majoriteten av respondenterna i undersökningen ansåg att negativa recensioner är till hjälp inför deras köpbeslut. Detta gäller vid osäkerhet eller informationsbrist gällandes hotellet. Resultatet visade även att negativ eWOM har en större påverkan på konsumenternas köpbeslut än positiv eWOM.  Majoriteten av respondenterna tyckte att tvåsidig information var en viktig faktor inför deras köpbeslut, samt att recensioner skall vara detaljerade. Den uppfattade trovärdigheten ökade ifall webbplatsen var lättanvänd, allmänt känd och modern. / With regards to the global technological advancements and the effects of both external and internal factors on consumers' decision-making process. Consumers utilize online platforms to convey and to perceive other’s opinions, the act falls under the category electronic word of mouth (eWOM). The aim of this study was to reach a deeper understanding of how negative electronic word of mouth (neWOM) affects consumers' buyer decision process.  The study utilized theories that highlight the following areas: consumer buyer decision process, credibility, electronic word of mouth. With regards to these theories a qualitative research method was applied, and ten semi-structured interviews were carried out. The interview questions were divided into different themes, based on the previously stated theories.  The results indicated that negative reviews are of value for the participants of the study prior to purchasing decisions, especially during situations of insecurity and lack of information. It also showed that neWOM has an effect on their consumer buyer decision process. Their capability to trust certain webpages were based on the popularity, design and the navigational sense of ease or difficulty of the webpage. The results also showed that negative reviews were perceived as more trustworthy by most of the participants.

Syfte: Kundlojalitet är viktigt för företags framgång då det medför återkommande kunder. Negativ word-of-mouth (NWOM) är något som kan påverka kundlojaliteten och därför är det intressant att studera förhållandet mellan dessa. Därav är syftet med denna studie att bidra med kunskap om negativ word-of-mouths påverkan på kundlojaliteten gentemot snabbmatskedjor. Denna studies forskningsfrågor är “Hur och i vilken utsträckning påverkar negativ word-of-mouth kundlojaliteten gentemot snabbmatskedjor?” samt “Hur påverkar negativ word-of-mouth attitydbaserad- respektive beteendebaserad lojalitet gentemot snabbmatskedjor?”. Metod: Vi har i denna studie haft ett deduktivt tillvägagångssätt och genomfört en kvantitativ undersökning. Dataunderlaget till studien har samlats in genom enkäter som skickats ut via sociala plattformar. Totalt har 318 enkätsvar inkommit vilka har kodats och analyserats. Analysen har genomförts med hjälp av statistikprogrammet SPSS. Resultat och slutsats: Resultatet av denna studie tyder på att NWOM har effekt på kundlojaliteten, dock i liten utsträckning. Vidare framkommer det att både den attitydbaserade- och den beteendebaserade lojaliteten har förändrats. Men att den attitydbaserade lojaliteten har minskat mer än den beteendebaserade lojaliteten till följd av NWOM. Examensarbetets bidrag: Studien bidrar med kunskap om NWOM och dess påverkan på kundlojalitet inom snabbmatsbranschen. Denna studies resultat visar att kundlojalitet påverkas negativt av NWOM, dock i lite utsträckning. Detta stämmer överens med tidigare studier som har gjorts inom området. Resultatet indikerar vidare att både den attitydbaserade- och beteendebaserade lojaliteten påverkas av NWOM, samt att det finns ett samband mellan den attitydbaserade- och beteendebaserade lojaliteten. Förslag till fortsatt forskning: Ett förslag till fortsatt forskning är att genomföra en liknande studie som denna studie men att den studien istället handlar om en annan form av snabbmatskedjor. Ett annat förslag till fortsatt forskning är att fokusera på attitydbaserad- och beteendebaserad lojalitet samt hur dessa påverkas av NWOM. / Aim: Customer loyalty is important for companies because it results in returning customers. Negative word-of-mouth (NWOM) can affect customer loyalty and therefore it is interesting to examine the relationship between the two. Therefore, the aim of this study is to contribute with knowledge about word-of-mouths effect on customer loyalty towards fast-food chains. This study's research questions are “How and to what extent does negative word-of-mouth affect customer loyalty towards fast-food chains?” and “How does negative word-of-mouth affect attitudinal and behavioral loyalty towards fast-food chains?”.  Method: In this study we had a deductive approach and have done a quantitative analysis. The data for the study has been collected through surveys that have been distributed via social platforms. A total of 318 survey answers have been received which have been coded and analyzed. The statistical program SPSS was used to analyze the data.  Result and Conclusions: The result of this study shows that NWOM influences customer loyalty, but to a small extent. Furthermore, the results show that both attitudinal and behavioral loyalty has changed. But the attitudinal loyalty has decreased more than the behavioral loyalty because of NWOM. Contribution of the thesis: This study contributes with knowledge about NWOM and its effect on customer loyalty in the fast-food industry. The result of this study shows that customer loyalty is negatively affected by NWOM, but to a small extent. This result corresponds with previous studies that have been done within this field. The result also shows that both the attitudinal and behavioral loyalty is affected by NWOM, and that there is a relationship between attitudinal and behavioral loyalty. Suggestions for future research: A proposal for future research is to do a similar study but to examine another form of fast-food chain. Another proposal for future research is to focus on attitudinal and behavioral loyalty and how they are affected by NWOM.

No one is perfect, and that includes the brands that we use. Therefore, there will inevitably come a time in a brand’s existence where a transgression occurs that will harm their relationships with its customers. The decision to forgive a brand after a transgression is a complex and individual process that evolves over time. With the rise of social media, the ease with which negative word-of-mouth can be spread is an increasing challenge for brands to manage. However, social media usage tends to differ between people from different generational belongings, or cohorts. As a testament to the fact that you are shaped by the time you grow up in, this paper analyzes how brand forgiveness differs between consumers from the generational cohorts of Generation X and Generation Z. Furthermore, it was investigated whether brand image is a decisive factor that affects the consumer’s willingness to forgive. This study suggests that a certain brand image implies increased expectations toward the brand, which affects the forgiveness process. The willingness to forgive does, however, differ depending on the generational cohort. In contrast to consumers from Generation Z, Generation X are more inclined to forgive a brand after a transgression.

Word of mouth has been considered a big factor for why brands do not need to make excessive marketing efforts, due to consumers recommending their products or services to other consumers through WoM. Given this thesis explores the relationship between WoM, complaints and repurchase intentions of consumers when it comes to fast-food restaurants, the WoM mostly is that of a negative aspect. This to see how the consumers feel about the area of fast-food and how they themselves spread their Word of Mouth, how and if they complain and what their intentions are on repurchasing. The empirical findings were obtained using a qualitative method. There were 25 interviews conducted with different consumers from three different countries. Later these findings were analyzed with the theoretical framework of this thesis.  The conclusion of the thesis is that the consumers are more likely to spread WoM, both positive and negative depending on their experience with the brands. As the theory mentions, it is the experience that the consumer is after. However, also that if a product is excessively marketed, and that the product does not live up to said marketing, how dissatisfied the consumer becomes with it. / <p>Då kursen bedrevs via zoom, så hade vi presentationen via zoom också. </p>