Background: The digitalisation and rise of social media completely transformed the dynamics of communication where marketers lost full control over the marketing message to consumers. Companies have adapted by utilising Online Brand Communities (OBCs) with an open environment facilitating their consumer relationship with mutual benefits. Recently, companies have started to fear social media, due to the increased spread of negative word-of-mouth (WOM). Recent research reveals that consumers are more prone to share negative WOM than positive WOM, where certain consumers intentionally seek to harm brands by spreading misinformation. This underscores the need for further exploration of the dark side of OBCs. Purpose: This paper aims to investigate the presence and impact of negative WOM within OBCs focusing on negative expressions concerning product quality, identity and intention. Specifically, it examines what negative expression has the most significant impact on consumer outcomes in the form of loyalty, intention and emotional attachment. Method: A mixed methodology approach was conducted for this study. The qualitative approach involved conducting a netnography to analyse the dynamics within OBCs and identify negative comments present within the communities. The quantitative approach was then implemented through a survey, incorporating the selected comments from the netnography to understand their impact on consumer outcomes. Conclusion: The netnography findings showed that negative expressions regarding product quality were predominant within OBCs. The survey revealed that negative expressions concerning consumer identity exert the most significant impact on consumer outcomes. Although product quality discussions dominate OBCs, it was shown to not be the ultimate factor to impact consumer outcomes.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:hj-64509 |
| Date | January 2024 |
| Creators | Douglas, Beata, Miri, Julia |
| Publisher | Jönköping University |
| Source Sets | DiVA Archive at Upsalla University |
| Language | English |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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