When Words Hurt - Emotional Contagion in a Company's Facebook Apology
The research investigates the contagion of negative emotions in corporate apologies in Facebook using an online experiment and an eye tracking study. The results reveal that while apologies reduce consumers’ sadness triggered by a crisis, emotional contagion attenuates this mitigating effect and negatively influences consumers’ willingness to forgive the company.
Madeline Barth and Elisa Konya-Baumbach (2017) ,"When Words Hurt - Emotional Contagion in a Company's Facebook Apology", in NA - Advances in Consumer Research Volume 45, eds. Ayelet Gneezy, Vladas Griskevicius, and Patti Williams, Duluth, MN : Association for Consumer Research, Pages: 518-519.
Madeline Barth, University of Mannheim, Germany
Elisa Konya-Baumbach, University of Mannheim, Germany
NA - Advances in Consumer Research Volume 45 | 2017
K7. Responses to Online Behavioral Advertising Disclosures: Effects of Disclosure Source Trustworthiness and Message Type on Advertising Outcomes
Iris van Ooijen, University of Twente
Decisional Conflict Predicts Myopia
Paul Edgar Stillman, Ohio State University, USA
Melissa Ferguson, Cornell University, USA
Can Fear Be Eaten? Emotional and Behavioral Consequences of Intake of Fear-inducing Food or Drink
Jiangang Du, Nankai University
Qiuying Zheng, Beijing University of Chinese Medicine
Michael K. Hui, Chinese University of Hong Kong, China
Xiucheng Fan, Fudan University, China