Responding to Negative Online Reviews: Elaboration Likelihood Model and Justice Theory

摘要

The impact of negative online reviews on consumers' behavior and attitudes was investigated using the Elaboration Likelihood Model and Justice Theory. From this perceptive, this study examined how consumers process negative online reviews within the context of message characteristics, such as review message type (attribute-centric and benefit-centric) and response strategy (no response, apology, and financial compensation) on individuals' purchase intention, attitude toward product, and attitude toward company.