..., through the intervening mediators of negative word-of-mouth (nWOM) and protest behavior as well as within contingencies. Design/methodology/approach Existing scales are adapted, and the field study is conducted in Malang, Indonesia. Based on purposive sampling, 275 respondents in three different malls...

...Oanh Dinh Yen Nguyen; Jenny (Jiyeon) Lee; Liem Viet Ngo; Tran Ha Minh Quan Purpose The purpose of this study is to explore how emotions felt by the public during a crisis influenced consumer loyalty intention and negative word-of-mouth (WOM). Considering the context-specific nature of emotions...

...Sang Bong Lee; Taewon Suh Purpose Reflecting on the importance of negative word-of-mouth (NWOM) executed by internal audience of brand management, this study aims to explore the mechanism of employees’ NWOM in the emotional exhaustion context. Design/methodology/approach Focusing on employees...

... more sensitively. For the latter, “no-responses” often trigger detrimental brand-related reactions (e.g. unfavorable brand image), whereas “defensive responses” are likely to stimulate post-webcare negative word-of-mouth. Research limitations/implications This research identifies the gains...

... fairness perceptions and behavioral intentions remains little investigated. © Emerald Group Publishing Limited 2012 Price unfairness Trust Negative emotions Switching intentions Negative word‐of‐mouth Pricing Marketing strategy Customer relations I have used the internet...