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The other customer online revenge: A moderated mediation model of avenger expertise and message trustworthiness

Zaid Mohammad Obeidat, Ali Abdallah Alalwan Orcid Logo, Abdullah Mohammed Baabdullah, Ahmad M. Obeidat Orcid Logo, Yogesh Dwivedi Orcid Logo

Journal of Innovation and Knowledge, Volume: 7, Issue: 4, Start page: 100230

Swansea University Author: Yogesh Dwivedi Orcid Logo

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DOI (Published version): 10.1016/j.jik.2022.100230

Abstract

Based on the Stimulus Organism Response theory, this study develops and tests an integrative model that examines, for the first time in the consumer revenge literature, how online acts of revenge influence other consumers present on social media to do the same. This study examines the mediating role...

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Published in: Journal of Innovation and Knowledge
ISSN: 2444-569X
Published: Elsevier BV 2022
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URI: https://cronfa.swan.ac.uk/Record/cronfa60492
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first_indexed 2022-07-13T17:30:12Z
last_indexed 2023-01-13T19:20:39Z
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spelling 2022-07-26T13:29:18.2410224 v2 60492 2022-07-13 The other customer online revenge: A moderated mediation model of avenger expertise and message trustworthiness d154596e71b99ad1285563c8fdd373d7 0000-0002-5547-9990 Yogesh Dwivedi Yogesh Dwivedi true false 2022-07-13 BBU Based on the Stimulus Organism Response theory, this study develops and tests an integrative model that examines, for the first time in the consumer revenge literature, how online acts of revenge influence other consumers present on social media to do the same. This study examines the mediating role of message trustworthiness to better explain the adoption of an online avenger message by other consumers. The study also investigates the moderating effect of avenger expertise on this mediated relationship. Moreover, the moderating role of online activation in triggering other consumers’ desire for revenge is also examined. Using SmartPLS on 211 Jordanian consumers, support for the mediating role of online message trustworthiness in post adoption is found. In addition, this indirect effect of message trustworthiness on the likelihood of other consumers adopting an online revenge post left by a dissatisfied customer is also stronger when avenger expertise is perceived to be high. In addition, it was found that online activation moderated the transition from a desire for revenge to the act of committing online revenge. Journal Article Journal of Innovation and Knowledge 7 4 100230 Elsevier BV 2444-569X Other consumers; Revenge; Online activation; Expertise; Trustworthiness 1 10 2022 2022-10-01 10.1016/j.jik.2022.100230 COLLEGE NANME Business COLLEGE CODE BBU Swansea University 2022-07-26T13:29:18.2410224 2022-07-13T18:25:09.3783117 Faculty of Humanities and Social Sciences School of Management - Business Management Zaid Mohammad Obeidat 1 Ali Abdallah Alalwan 0000-0002-2881-2620 2 Abdullah Mohammed Baabdullah 3 Ahmad M. Obeidat 0000-0003-3577-1190 4 Yogesh Dwivedi 0000-0002-5547-9990 5 60492__24745__137e895af5034708b4ee14e987080a28.pdf 60492_VoR.pdf 2022-07-26T13:27:29.9988248 Output 648944 application/pdf Version of Record true © 2022 The Author(s). This is an open access article under the CC BY-NC-ND license true eng http://creativecommons.org/licenses/by-nc-nd/4.0/
title The other customer online revenge: A moderated mediation model of avenger expertise and message trustworthiness
spellingShingle The other customer online revenge: A moderated mediation model of avenger expertise and message trustworthiness
Yogesh Dwivedi
title_short The other customer online revenge: A moderated mediation model of avenger expertise and message trustworthiness
title_full The other customer online revenge: A moderated mediation model of avenger expertise and message trustworthiness
title_fullStr The other customer online revenge: A moderated mediation model of avenger expertise and message trustworthiness
title_full_unstemmed The other customer online revenge: A moderated mediation model of avenger expertise and message trustworthiness
title_sort The other customer online revenge: A moderated mediation model of avenger expertise and message trustworthiness
author_id_str_mv d154596e71b99ad1285563c8fdd373d7
author_id_fullname_str_mv d154596e71b99ad1285563c8fdd373d7_***_Yogesh Dwivedi
author Yogesh Dwivedi
author2 Zaid Mohammad Obeidat
Ali Abdallah Alalwan
Abdullah Mohammed Baabdullah
Ahmad M. Obeidat
Yogesh Dwivedi
format Journal article
container_title Journal of Innovation and Knowledge
container_volume 7
container_issue 4
container_start_page 100230
publishDate 2022
institution Swansea University
issn 2444-569X
doi_str_mv 10.1016/j.jik.2022.100230
publisher Elsevier BV
college_str Faculty of Humanities and Social Sciences
hierarchytype
hierarchy_top_id facultyofhumanitiesandsocialsciences
hierarchy_top_title Faculty of Humanities and Social Sciences
hierarchy_parent_id facultyofhumanitiesandsocialsciences
hierarchy_parent_title Faculty of Humanities and Social Sciences
department_str School of Management - Business Management{{{_:::_}}}Faculty of Humanities and Social Sciences{{{_:::_}}}School of Management - Business Management
document_store_str 1
active_str 0
description Based on the Stimulus Organism Response theory, this study develops and tests an integrative model that examines, for the first time in the consumer revenge literature, how online acts of revenge influence other consumers present on social media to do the same. This study examines the mediating role of message trustworthiness to better explain the adoption of an online avenger message by other consumers. The study also investigates the moderating effect of avenger expertise on this mediated relationship. Moreover, the moderating role of online activation in triggering other consumers’ desire for revenge is also examined. Using SmartPLS on 211 Jordanian consumers, support for the mediating role of online message trustworthiness in post adoption is found. In addition, this indirect effect of message trustworthiness on the likelihood of other consumers adopting an online revenge post left by a dissatisfied customer is also stronger when avenger expertise is perceived to be high. In addition, it was found that online activation moderated the transition from a desire for revenge to the act of committing online revenge.
published_date 2022-10-01T04:18:38Z
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score 11.017797

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