Brand hate and non-repurchase intention: A service context perspective in a cross-channel setting
Publication type: Journal Article
Publication date: 2020-05-01
scimago Q1
wos Q1
SJR: 3.439
CiteScore: 22.7
Impact factor: 13.1
ISSN: 09696989, 18731384
Marketing
Abstract
The purpose of this study is to investigate the brand hate phenomenon for service products in a cross-channel setting (offline/online environment). To reach this objective, structural equation modeling was employed on a sample of 265 consumers. Findings reveal that brand hate positively influences offline negative word-of-mouth (NWOM), online complaining, and non-repurchase intention. Furthermore, while offline NWOM has a positive effect on non-repurchase intention, online complaining has a negative one. Finally, a mediated path was identified, which starts from brand hate and ends with non-repurchase intention through online complaining and offline NWOM. The study provides implications for firms’ marketers and practitioners.
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Metrics
96
Total citations:
96
Citations from 2024:
43
(44.79%)
Cite this
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RIS |
BibTex
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GOST
Copy
Curina I. et al. Brand hate and non-repurchase intention: A service context perspective in a cross-channel setting // Journal of Retailing and Consumer Services. 2020. Vol. 54. p. 102031.
GOST all authors (up to 50)
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Curina I., Francioni B., Hegner S. M., Cioppi M. Brand hate and non-repurchase intention: A service context perspective in a cross-channel setting // Journal of Retailing and Consumer Services. 2020. Vol. 54. p. 102031.
Cite this
RIS
Copy
TY - JOUR
DO - 10.1016/j.jretconser.2019.102031
UR - https://doi.org/10.1016/j.jretconser.2019.102031
TI - Brand hate and non-repurchase intention: A service context perspective in a cross-channel setting
T2 - Journal of Retailing and Consumer Services
AU - Curina, Ilaria
AU - Francioni, Barbara
AU - Hegner, Sabrina M.
AU - Cioppi, Marco
PY - 2020
DA - 2020/05/01
PB - Elsevier
SP - 102031
VL - 54
SN - 0969-6989
SN - 1873-1384
ER -
Cite this
BibTex (up to 50 authors)
Copy
@article{2020_Curina,
author = {Ilaria Curina and Barbara Francioni and Sabrina M. Hegner and Marco Cioppi},
title = {Brand hate and non-repurchase intention: A service context perspective in a cross-channel setting},
journal = {Journal of Retailing and Consumer Services},
year = {2020},
volume = {54},
publisher = {Elsevier},
month = {may},
url = {https://doi.org/10.1016/j.jretconser.2019.102031},
pages = {102031},
doi = {10.1016/j.jretconser.2019.102031}
}