FAKTOR-FAKTOR PEMBENTUK PERILAKU PELANGGAN "PINNOCHIO" DI KUPANG
DOI:
https://doi.org/10.25170/jm.v17i2.1844Kata Kunci:
word of mouth, exaggeration, negative word of mouth, consumer dissatisfaction, consumer ventingAbstrak
Understanding why exaggerated negative word of mouth customers complain the way they do is important from theorical, managerial and public policy perspectives. This research try to answer customer negative WOM and desirable organizational outcomes, the possibility that customer might routinely exaggerate their consumption experience stories has been neglected. This research uses non-random sampling method (convenience sampling) in order to collect data. 138 people in Kupang were used as respondents. Data were collected using questionnaire (google form). This study uses SEM analyze to test the data. The result suggested consumer dissatisfaction and consumer vanting had effect toward exaggerated negative word of mouth, interactional justice and perceived tie had no effect toward exaggerated negative word of mouth.
Keywords: word of mouth, exaggeration, negative word of mouth, consumer dissatisfaction, consumer venting
Referensi
Barnes, J. A. (1994). A Pack of Lies: Towards a Sociology of Lying. A Pack of Lies. https://doi.org/10.1017/cbo9780511520983
Bennett, R. (1997). Anger, catharsis, and purchasing behavior following aggressive customer complaints. Journal of Consumer Marketing, 14(2), 156–172. https://doi.org/10.1108/07363769710166774
Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on postcomplaint behavior. Journal of Retailing, 73(2), 185–210. https://doi.org/10.1016/S0022-4359(97)90003-8
Buss, A. H. (1980). Self-Consciousness and Social Anxiety. San Francisco, CA: Freeman.
Cheung, M. S., Anitsal, M. M., & Anitsal, I. (2007). Revisiting word-of-mouth communications: A cross-national exploration. Journal of Marketing Theory and Practice, 15(3), 235–249. https://doi.org/10.2753/MTP1069-6679150304
Chiosa, A. R., & Anastasiei, B. (2017). Negative Word-of-Mouth : Exploring the Impact of Adverse Messages on Consumers ’ Reactions on Facebook. 10(2), 157–173. https://doi.org/10.1515/rebs-2017-0059
Collodi, C. (1883). The Adventures of Pinocchio. 1–128.
Fernandes, D. V. der H., & Santos, C. P. dos. (2007). CONSUMER COMPLAINING BEHAVIOR IN DEVELOPING COUNTRIES: THE CASE OF BRAZIL. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 20, 86–108.
Granovetter, M. S. (1973). The strength of weak ties In Social networks. American Journal of Sociology, 78(6), 1360–1380.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis (7th ed). New Jersey: Pearson Prentice Hall.
Harris, L. C., Fisk, R. P., & Sysalova, H. (2016). Exposing Pinocchio customers: investigating exaggerated service stories. Journal of Service Management, 27(2), 63–90. https://doi.org/10.1108/JOSM-06-2015-0193
Harris, L. C., & Reynolds, K. L. (2004). Jaycustomer behavior: An exploration of types and motives in the hospitality industry. Journal of Services Marketing, 18(5), 339–357. https://doi.org/10.1108/08876040410548276
Healy, M., Brown, L., & Gardiner, M. (2001). The old , the new and the complicated. European Journal of Marketing, 35(1), 182–193.
Hennig-thurau, T., Eifler, V., Hennig-thurau, T., Gwinner, K. P., & Gremler, D. D. (2004). ELECTRONIC WORD-OF-MOUTH VIA CONSUMER-OPINION PLATFORMS : WHAT MOTIVATES CONSUMERS TO ARTICULATE THEMSELVES ON THE INTERNET ? 18(1). https://doi.org/10.1002/dir.10073
Jang, D. (2007). Effects of word-of-mouth communication on purchasing decesions in restarrants: a path analytic study.
Kamins, M. A., Folkes, V. S., & Perner, L. (1997). Consumer responses to rumors: Good news, bad news. Journal of Consumer Psychology, 6(2), 165–187. https://doi.org/10.1207/s15327663jcp0602_03
King, T., & Dennis, C. (2003). Interviews of deshopping behaviour: An analysis of theory of planned behaviour. International Journal of Retail & Distribution Management, 31(3), 153–163. https://doi.org/10.1108/09590550310465558
Mahadin, B., & Akroush, M. N. (2019). A study of factors affecting word of mouth ( WOM ) towards Islamic banking (IB) in Jordan. (July). https://doi.org/10.1108/IJOEM-10-2017-0414
Marquis, M., & Filiatrault, P. (2010). Understanding Complaining Responses through Consumers’ SelfConsciousness Disposition. Psychology & Marketing, 19(March 2002), A4571–A4571. https://doi.org/10.1164/ajrccm-conference.2010.181.1_meetingabstracts.a4571
Mattila, A. S., & Wirtz, J. (2004). Consumer complaining to firms: The determinants of channel choice. Journal of Services Marketing, 18(2), 147–155. https://doi.org/10.1108/08876040410528746
Meltzer, B. (2003). Lying: deception in human affairs. International Journal of Sociology and Social Policy, 23(6), 315–316.
Metehan, T., & Yasemin, Z. A. (2011). Demographic characteristics and complaint behavior: An empirical study concerning Turkish customers. International Journal of Business and Social Science, 2(9), 42–48.
Postman, L. J. (1945). The Basic Psychology of Rumor. Psychology & Marketing, VIII(II), 61–81.
Ross, W. T. J., & Robertson, D. C. (2000). Lying : The Impact of Decision. Business Ethics Quarter, 10(2), 409–440. Retrieved from http://www.jstor.org/stable/3857884
Schiffman, L. G., & Leslie, L. K. (2004). Sciffman & Kanuk_2014_Consumer Behavior (p. 5 Edition). p. 5 Edition. New Jersey: Prentice Hall & Co.
Sengupta, J., Dahl, D. W., & Gorn, G. J. (2002). Misrepresentation in the Consumer Context. JOURNAL OF CONSUMER PSYCHOLOGY, 12(2), 69–79.
Sundaram, D.S., K., & Webster, C. (1998). Word-of-mouth communications: a motivational analysis in Alba, J. and Hutchinson, J.W. (Eds) (pp. 527-531.). pp. 527-531. Advances in Consumer Research, Vol. 25: Association for Consumer Research, Provo, UT.
Suzianti, A., Hanum, S. R., & Kaniaswari, R. (2018). Analysis of product personality and purchase intention of society to Indonesia original products. Case study: Batik. ACM International Conference Proceeding Series, 131–137. https://doi.org/10.1145/3288155.3288189
Tjiptono, F. (2014). Pemasaran Jasa- Prinsip , Penerapan, dan penelitian.
Voorhees, C. M., Brady, M. K., & Horowitz, D. M. (2006). A voice from the silent masses: An exploratory and comparative analysis of noncomplainers. Journal of the Academy of Marketing Science, 34(4), 514–527. https://doi.org/10.1177/0092070306288762
Wetzer, I. M., Zeelenberg, M., & Pieters, R. (2007). “Never Eat In That Restaurant, I Did!”: Exploring Why People Engage In Negative Word- Of-Mouth Communication. Psychology & Marketing, 24(8), 661–680. https://doi.org/10.1002/mar
Yoo, S. H., Clark, M. S., Lemay, E. P., Salovey, P., & Monin, J. K. (2011). Responding to partners’ expression of anger: The role of communal motivation. Personality and Social Psychology Bulletin, 37(2), 229–241. https://doi.org/10.1177/0146167210394205
Unduhan
Diterbitkan
Terbitan
Bagian
Lisensi
Authors who publish with this journal agree to the following terms:
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-NonCommercial-ShareAlike License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See the Effect of Open Access).
