负面网络消费者评论及商家回复对潜在消费者的影响被引量：24

Influence of Negative Reviews from Online Consumers and Merchant Replies upon Potential Consumers

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摘要品牌归因与传播者归因对消费者购买意愿产生不同的影响。网络购物过程中高质量的负面消费者评论能够使潜在消费者产生较高水平的品牌归因,从而降低消费者的购买意愿。而商家针对高质量负面网络消费者评论的有效回复,可以取代负面评论而成为主导信息,降低消费者的品牌归因水平,进而提升购买意愿。网络消费者差评和商家回复同时存在时,针对一致性维度和区别性维度都可以使回复信息更加受到消费者的重视,从而作为潜在消费者信息处理过程的主导信息。同时,消费者的品牌归因水平还受到个人涉入度的影响。 Brand attribution and communicator attribution can make different effects on consumers＇ purchase intention. High-quality negative reviews from online shopping consumers can make potential consumers produce high level of brand attribu- tion, which reduces potential consumers＇ purchase intention. While merchants＇ efficient replies to high-quality negative reviews from online consumers can replace consumers＇ negative reviews and become the leading information, which can reduce consumers＇ brand attribution level and further increase consumers＇ purchase intention. When negative comments from online consumers and merchant＇s replies exist simultaneously, the reply information can get more attention from customers according to consistency di- mension and distinctiveness dimension, which can become the ｜eading messages in potential consumers＇ information processing. Meanwhile, the level of consumers＇ brand attribution can be influenced by ego-involvement.

作者郑春东郭伟倩王寒

机构地区天津大学

出处《北京工商大学学报（社会科学版）》 CSSCI 北大核心 2015年第1期86-92,117,共8页 JOURNAL OF BEIJING TECHNOLOGY AND BUSINESS UNIVERSITY:SOCIAL SCIENCES

基金天津大学自主创新基金课题(2013XS-0018)

关键词负面网络消费者评论商家回复品牌归因传播者归因反应时 negative review from online consumer merchant reply brand attribution communicator attribution reaction time

分类号 F724.6 [经济管理—产业经济] F272.3 [经济管理—企业管理]

作者简介郑春东（1973-），男，辽宁丹东人，天津大学管理与经济学部副教授，博士，研究方向：网络营销及品牌管理郭伟倩（1988-），女，内蒙古包头人，天津大学管理与经济学部硕士研究生，研究方向：网络营销王寒（1973-），男，江苏东台人，天津大学心理研究所副教授，博士，研究方向：应用心理学。

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