{"id":"https://openalex.org/W2994896947","doi":"https://doi.org/10.1108/jsm-03-2019-0117","title":"Managing negative word-of-mouth: the interplay between locus of causality and social presence","display_name":"Managing negative word-of-mouth: the interplay between locus of causality and social presence","publication_year":2019,"publication_date":"2019-12-05","ids":{"openalex":"https://openalex.org/W2994896947","doi":"https://doi.org/10.1108/jsm-03-2019-0117","mag":"2994896947"},"language":"en","primary_location":{"id":"doi:10.1108/jsm-03-2019-0117","doi":"https://doi.org/10.1108/jsm-03-2019-0117","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jsm-03-2019-0117","pdf_url":null,"source":{"id":"https://openalex.org/S180851279","display_name":"Journal of Services Marketing","issn_l":"0887-6045","issn":["0887-6045","2054-1651"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Services Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5106626852","display_name":"Yi He","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I184813773","display_name":"California State University, East Bay","ror":"https://ror.org/04jaeba88","country_code":"US","type":"education","lineage":["https://openalex.org/I184813773"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Yi He","raw_affiliation_strings":["California State University, East Bay, Hayward, California, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"California State University, East Bay, Hayward, California, USA","institution_ids":["https://openalex.org/I184813773"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5021941027","display_name":"Ilyoung Ju","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I157417397","display_name":"Bowling Green State University","ror":"https://ror.org/00ay7va13","country_code":"US","type":"education","lineage":["https://openalex.org/I157417397"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Ilyoung Ju","raw_affiliation_strings":["Bowling Green State University, Bowling Green, Ohio, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Bowling Green State University, Bowling Green, Ohio, USA","institution_ids":["https://openalex.org/I157417397"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5102828482","display_name":"Qimei Chen","orcid":"https://orcid.org/0000-0001-9857-1773","observed_orcids":["https://orcid.org/0000-0001-9857-1773"]},"institutions":[{"id":"https://openalex.org/I117965899","display_name":"University of Hawai\u02bbi at M\u0101noa","ror":"https://ror.org/01wspgy28","country_code":"US","type":"education","lineage":["https://openalex.org/I117965899"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Qimei Chen","raw_affiliation_strings":["University of Hawaii at Manoa, Honolulu, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Hawaii at Manoa, Honolulu, USA","institution_ids":["https://openalex.org/I117965899"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5045655508","display_name":"Dana L. Alden","orcid":"https://orcid.org/0000-0001-8314-8315","observed_orcids":["https://orcid.org/0000-0001-8314-8315"]},"institutions":[{"id":"https://openalex.org/I117965899","display_name":"University of Hawai\u02bbi at M\u0101noa","ror":"https://ror.org/01wspgy28","country_code":"US","type":"education","lineage":["https://openalex.org/I117965899"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Dana L. Alden","raw_affiliation_strings":["University of Hawaii at Manoa, Honolulu, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Hawaii at Manoa, Honolulu, USA","institution_ids":["https://openalex.org/I117965899"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5101595936","display_name":"Hong Zhu","orcid":"https://orcid.org/0000-0001-9393-5005","observed_orcids":["https://orcid.org/0000-0001-9393-5005"]},"institutions":[{"id":"https://openalex.org/I881766915","display_name":"Nanjing University","ror":"https://ror.org/01rxvg760","country_code":"CN","type":"education","lineage":["https://openalex.org/I881766915"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Hong Zhu","raw_affiliation_strings":["Nanjing University, Nanjing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Nanjing University, Nanjing, China","institution_ids":["https://openalex.org/I881766915"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5038558225","display_name":"Kaiyuan Xi","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I881766915","display_name":"Nanjing University","ror":"https://ror.org/01rxvg760","country_code":"CN","type":"education","lineage":["https://openalex.org/I881766915"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Kaiyuan Xi","raw_affiliation_strings":["Nanjing University, Nanjing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Nanjing University, Nanjing, China","institution_ids":["https://openalex.org/I881766915"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":4,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.8053,"has_fulltext":false,"cited_by_count":21,"citation_normalized_percentile":{"value":0.90834058,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":93,"max":99},"biblio":{"volume":"34","issue":"2","first_page":"137","last_page":"148"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9771000146865845,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9771000146865845,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.01860000006854534,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.0008999999845400453,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/negative-word-of-mouth","display_name":"negative word-of-mouth","score":0.9990000128746033},{"id":"https://openalex.org/keywords/service-failure","display_name":"service failure","score":0.7749999761581421},{"id":"https://openalex.org/keywords/locus-of-causality","display_name":"locus of causality","score":0.9810000061988831},{"id":"https://openalex.org/keywords/social-presence","display_name":"social presence","score":0.9879999756813049},{"id":"https://openalex.org/keywords/support-seeking","display_name":"support seeking","score":0.6930000185966492},{"id":"https://openalex.org/keywords/consumer-emotions","display_name":"consumer emotions","score":0.7609999775886536},{"id":"https://openalex.org/keywords/frustration","display_name":"frustration","score":0.925000011920929},{"id":"https://openalex.org/keywords/anger","display_name":"anger","score":0.9990000128746033},{"id":"https://openalex.org/keywords/embarrassment","display_name":"embarrassment","score":0.9980000257492065},{"id":"https://openalex.org/keywords/coping-with-negative-emotions","display_name":"coping with negative emotions","score":0.5699999928474426},{"id":"https://openalex.org/keywords/failure-attribution","display_name":"failure attribution","score":0.33899998664855957}],"concepts":[{"id":"https://openalex.org/C137913393","wikidata":"https://www.wikidata.org/wiki/Q15737157","display_name":"Word of mouth","level":2,"score":0.7594180107116699},{"id":"https://openalex.org/C2776716606","wikidata":"https://www.wikidata.org/wiki/Q1761451","display_name":"Embarrassment","level":2,"score":0.7069787383079529},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.6015974283218384},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.5629033446311951},{"id":"https://openalex.org/C64357122","wikidata":"https://www.wikidata.org/wiki/Q1149766","display_name":"Causality (physics)","level":2,"score":0.5357401371002197},{"id":"https://openalex.org/C143299363","wikidata":"https://www.wikidata.org/wiki/Q900584","display_name":"Attribution","level":2,"score":0.5042752027511597},{"id":"https://openalex.org/C2779302386","wikidata":"https://www.wikidata.org/wiki/Q79871","display_name":"Anger","level":2,"score":0.4917788803577423},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.29352137446403503},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.245828777551651},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/jsm-03-2019-0117","doi":"https://doi.org/10.1108/jsm-03-2019-0117","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jsm-03-2019-0117","pdf_url":null,"source":{"id":"https://openalex.org/S180851279","display_name":"Journal of Services Marketing","issn_l":"0887-6045","issn":["0887-6045","2054-1651"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Services Marketing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":75,"referenced_works":["https://openalex.org/W1497688183","https://openalex.org/W1504244363","https://openalex.org/W1963688740","https://openalex.org/W1964481722","https://openalex.org/W1966762811","https://openalex.org/W1969804800","https://openalex.org/W1970677730","https://openalex.org/W1970718009","https://openalex.org/W1974305456","https://openalex.org/W1977942483","https://openalex.org/W1978258695","https://openalex.org/W1980877068","https://openalex.org/W1981727055","https://openalex.org/W1986866547","https://openalex.org/W1989897948","https://openalex.org/W1997636581","https://openalex.org/W2000507123","https://openalex.org/W2005473931","https://openalex.org/W2008657779","https://openalex.org/W2009871009","https://openalex.org/W2013948791","https://openalex.org/W2018255452","https://openalex.org/W2025910797","https://openalex.org/W2028689748","https://openalex.org/W2029637601","https://openalex.org/W2030659945","https://openalex.org/W2033412848","https://openalex.org/W2038869300","https://openalex.org/W2042276900","https://openalex.org/W2050239198","https://openalex.org/W2056731522","https://openalex.org/W2061742916","https://openalex.org/W2063481072","https://openalex.org/W2066739034","https://openalex.org/W2073757295","https://openalex.org/W2074997425","https://openalex.org/W2076635899","https://openalex.org/W2077947807","https://openalex.org/W2078219616","https://openalex.org/W2081053894","https://openalex.org/W2083113231","https://openalex.org/W2088504053","https://openalex.org/W2092013887","https://openalex.org/W2092113562","https://openalex.org/W2105527445","https://openalex.org/W2111995023","https://openalex.org/W2117601742","https://openalex.org/W2124500849","https://openalex.org/W2131568786","https://openalex.org/W2138096165","https://openalex.org/W2144336601","https://openalex.org/W2146542842","https://openalex.org/W2148646703","https://openalex.org/W2148697571","https://openalex.org/W2153303381","https://openalex.org/W2165359206","https://openalex.org/W2165773686","https://openalex.org/W2170341313","https://openalex.org/W2172053212","https://openalex.org/W2172164285","https://openalex.org/W2177092642","https://openalex.org/W2181081857","https://openalex.org/W2316552461","https://openalex.org/W2324339953","https://openalex.org/W2410217157","https://openalex.org/W2509632655","https://openalex.org/W2570302801","https://openalex.org/W2763517206","https://openalex.org/W2768440763","https://openalex.org/W2792129349","https://openalex.org/W2891641345","https://openalex.org/W2902146740","https://openalex.org/W2902328140","https://openalex.org/W3125935884","https://openalex.org/W4243728519"],"related_works":["https://openalex.org/W2762848068","https://openalex.org/W1600597792","https://openalex.org/W2280465155","https://openalex.org/W1969709029","https://openalex.org/W2038821593","https://openalex.org/W2585951510","https://openalex.org/W2996124830","https://openalex.org/W2619312519","https://openalex.org/W2078917983","https://openalex.org/W2999356999"],"abstract_inverted_index":{"Purpose":[0],"This":[1],"paper":[2],"aims":[3],"to":[4,27,89,113,163,214],"describe":[5],"the":[6,13,37,51,68,124,135,165,188,199,220,234,262],"results":[7,66,122],"of":[8,18,67,75,141,190,201,222,226,244,264],"four":[9,69],"studies":[10,70],"that":[11,72,132,253],"examine":[12],"interaction":[14,137],"effects":[15,138,200,221],"between":[16,168],"locus":[17,74,140],"causality":[19,76,142],"and":[20,31,59,83,119,130,143,156,175,181],"social":[21,97,101,110,144,154,183,202],"presence":[22,98,111,145,155,184,203],"on":[23,146,204],"consumers\u2019":[24],"emotional":[25,39],"response":[26],"a":[28,104,238],"service":[29,105,157,191,208,255,265],"failure":[30,106,158],"how":[32,182],"they":[33],"subsequently":[34],"cope":[35],"with":[36],"negative":[38,45],"experiences":[40],"through":[41],"support-seeking":[42,92],"or":[43],"vindictive":[44,115],"word-of-mouth":[46],"(NWOM).":[47],"Design/methodology/approach":[48],"To":[49],"evaluate":[50],"research":[52,197,216],"hypotheses,":[53],"one":[54],"online":[55],"content":[56],"analysis":[57],"study":[58],"three":[60],"experiments":[61],"were":[62],"conducted.":[63],"Findings":[64],"The":[65,121,210],"show":[71],"when":[73,94],"information":[77],"is":[78,96,107,241],"not":[79],"available":[80],"(Studies":[81,117],"1":[82],"2),":[84],"consumers":[85],"are":[86,172],"more":[87,242],"likely":[88],"engage":[90],"in":[91,152,187,207],"NWOM":[93,116,186,206,260],"there":[95],"(versus":[99],"no":[100],"presence).":[102],"When":[103],"externally/internally":[108],"attributed,":[109],"leads":[112],"less/more":[114],"3":[118],"4).":[120],"clarify":[123],"underlying":[125],"affective":[126],"processes":[127],"(frustration,":[128],"anger":[129],"embarrassment)":[131],"account":[133],"for":[134],"unique":[136],"involving":[139],"NWOM.":[147],"Originality/value":[148],"Despite":[149],"promising":[150],"progress":[151],"both":[153,215],"research,":[159],"scholarly":[160],"attempts":[161],"aiming":[162],"draw":[164],"theoretical":[166],"linkages":[167],"these":[169],"two":[170],"streams":[171,217],"relatively":[173],"scarce,":[174],"it":[176],"remains":[177],"unknown":[178],"regarding":[179],"whether":[180],"influences":[185],"event":[189],"failure.":[192,209],"Against":[193],"this":[194,196],"backdrop,":[195],"examines":[198],"consumer":[205],"authors":[211],"further":[212],"contribute":[213],"by":[218,232],"testing":[219],"an":[223],"important":[224,251],"set":[225],"emotions":[227],"as":[228,230],"mediators,":[229],"well":[231],"exploring":[233],"conditions":[235],"under":[236],"which":[237],"particular":[239],"emotion":[240],"predictive":[243],"its":[245],"corresponding":[246],"outcomes.":[247],"These":[248],"findings":[249],"offer":[250],"insights":[252],"help":[254],"managers":[256],"effectively":[257],"mitigate":[258],"customer":[259],"at":[261],"point":[263],"delivery.":[266]},"counts_by_year":[{"year":2026,"cited_by_count":4},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":6},{"year":2022,"cited_by_count":6},{"year":2021,"cited_by_count":2}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2019-12-26T00:00:00"}