Consumer response to negative publicity: The moderating role of commitment

Rohini Ahluwalia, Robert E. Burnkrant, H. Rao Unnava

Research output: Contribution to journalArticlepeer-review

507 Scopus citations

Abstract

Even though negative information about brands and companies is widely prevalent in the marketplace, except for case studies, there has been no systematic investigation of how consumers process negative information about the brands they like and use. In the three studies in this research, the authors attempt to bridge this gap. The findings of the first and second studies provide a theoretical framework for understanding how consumers process negative information in the marketplace. Commitment of the consumer toward the brand is identified as a moderator of negative information effects. In the third study, the authors use this theoretical framework to derive and test response strategies that companies can use to counter negative publicity for consumers who are high and low in commitment toward the brand.

Original languageEnglish (US)
Pages (from-to)203-214
Number of pages12
JournalJournal of Marketing Research
Volume37
Issue number2
DOIs
StatePublished - May 2000

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