From greenwashing to brand avoidance: the roles of perceived risk, trust and negative word-of-mouth

International Journal of Bank Marketing, Journal Year: 2025, Volume and Issue: unknown

Published: Feb. 3, 2025

Purpose This study explores the intricate relationships between greenwashing (GW), negative word-of-mouth (NWoM) and brand avoidance (BA), emphasizing pivotal roles of green perceived risk (GPR) trust (GT). By analyzing these dynamics, sheds light on effect GW consumer reactions behaviors toward brands engaging in marketing practices. Design/methodology/approach The current used a survey dataset 512 customers Saudi Arabia applied partial least squares-structural equation modeling (PLS-SEM) to assess paths within proposed model. Findings findings this indicate that consumers’ perceptions can harm brands. Specifically, positively influences BA through both GPR GT. Moreover, directly affects NWoM indirectly via GPR. Practical implications provides actionable insights for practitioners, importance avoiding deceptive (i.e. GW) build reduce like NWoM. adopting transparent practices leveraging third-party environmental certifications, enhance credibility, mitigate risks maintain customer loyalty sustainability-focused markets. Originality/value Drawing signaling theory expectancy violation theory, builds new framework highlight harmful effects integrating theories, effectively explains how trigger extreme responses such as BA, thereby contributing research has previously overlooked connections factors.

Language: Английский

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Can You Tolerate Influencer Marketing? An Empirical Investigation of Live Streaming Viewership Reduction related to Influencer Marketing

Journal of Business Research, Journal Year: 2024, Volume and Issue: 188, P. 115094 - 115094

Published: Dec. 1, 2024

Language: Английский

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Brand loyalty and repurchase intention in the face of opportunistic recalls: The moderating role of perceived dialogical CSR communication

Journal of Retailing and Consumer Services, Journal Year: 2025, Volume and Issue: 84, P. 104226 - 104226

Published: Jan. 10, 2025

Language: Английский

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Analysis of Parcel Delivery Issues at ‘State Parcel Company’: An Examination of Customer Complaints and Interrelationships

Logistics, Journal Year: 2025, Volume and Issue: 9(1), P. 16 - 16

Published: Jan. 20, 2025

Background: The research presented here looks into ongoing problems with the package delivery services of a State parcel company, especially concerning damaged, wrongly delivered, late, and missing packages. These greatly affect customer satisfaction, so it is important to understand how they are connected. Methods: Three hundred seventy-five complaints made between 2021 2023 were analyzed. Paniotto’s method was used ensure that study data accurately represented situation. Pearson’s correlation coefficients helped find statistical links different problems. Results: analysis revealed significant linkages among core issues. A strong positive found damaged shipments misdelivered (r = 0.93835) prolonged delays lost goods 0.9188). findings suggest addressing one issue may reduce prevalence others, given their tendency coexist. Conclusions: emphasizes necessity for firm execute comprehensive strategy improve overall quality services. Addressing concerns such as poor critical since closely related damage loss, which affects satisfaction.

Language: Английский

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Love deepens hatred! AI immorality and users’ love-becomes-hate phenomenon

Journal of Retailing and Consumer Services, Journal Year: 2025, Volume and Issue: 85, P. 104319 - 104319

Published: May 5, 2025

Language: Английский

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Abstract or concrete language style? How chatbots of online travel agencies should apologise to customers

Asia Pacific Journal of Tourism Research, Journal Year: 2024, Volume and Issue: unknown, P. 1 - 15

Published: Dec. 7, 2024

Service failure is a common issue in the operations of online travel agencies (OTAs) because wide range heterogeneous services being provided. Many OTAs have now started using chatbots for complaint management. This research investigates most effective language style (abstract or concrete) to apologize customer gain forgiveness service failure. Results three experimental studies with 348, 452, and 470 sample sizes showed that overall concrete chatbot apology was more achieving forgiveness. Further, case minor (severe) failure, an abstract (concrete) effective. Moreover, results customer's preferred unaffected by type (hedonic vs utilitarian). Finally, show perceived firm sincerity empathy mediate relationship between styles

Language: Английский

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How do sales promotions, communication agents, and psychological contracts determine purchase hesitation? Evidence from live stream influencers’ fan groups

Journal of Retailing and Consumer Services, Journal Year: 2024, Volume and Issue: 84, P. 104193 - 104193

Published: Dec. 12, 2024

Language: Английский

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