We examine how interpersonal closeness (IC) – the perceived psychological proximity between a sender and a recipient—influences word-of-mouth (WOM) valence. We propose that high levels of IC tend to increase the negativity of WOM shared, whereas low levels of IC tend to increase the positivity of WOM shared. We suggest this effect stems from low versus high levels of IC triggering distinct psychological motives. Low IC activates the motive to selfenhance, and communicating positive information is typically more instrumental to this motive than communicating negative information. In contrast, high IC activates the motive to protect others, and communicating negative information is typically more instrumental to this motive than communicating positive information. Four experiments provide evidence for the basic effect and the underlying role of consumers’ motives to self-enhance and protect others via mediation and moderation. Implications for understanding of how WOM spreads across strongly versus weakly tied social networks are discussed.

Sharing with Friends versus Strangers: How Interpersonal Closeness Influences Word-of-Mouth Valence / Dubois, David; Bonezzi, Andrea; DE ANGELIS, Matteo. - In: JOURNAL OF MARKETING RESEARCH. - ISSN 0022-2437. - 53:5(2016), pp. 712-727. [http:dx.doi.org/10.1509/jmr.13.0312]

Sharing with Friends versus Strangers: How Interpersonal Closeness Influences Word-of-Mouth Valence

DE ANGELIS, MATTEO
2016

Abstract

We examine how interpersonal closeness (IC) – the perceived psychological proximity between a sender and a recipient—influences word-of-mouth (WOM) valence. We propose that high levels of IC tend to increase the negativity of WOM shared, whereas low levels of IC tend to increase the positivity of WOM shared. We suggest this effect stems from low versus high levels of IC triggering distinct psychological motives. Low IC activates the motive to selfenhance, and communicating positive information is typically more instrumental to this motive than communicating negative information. In contrast, high IC activates the motive to protect others, and communicating negative information is typically more instrumental to this motive than communicating positive information. Four experiments provide evidence for the basic effect and the underlying role of consumers’ motives to self-enhance and protect others via mediation and moderation. Implications for understanding of how WOM spreads across strongly versus weakly tied social networks are discussed.
word of mouth, word-of-mouth valence, interpersonal closeness, self-enhancement, social media
Sharing with Friends versus Strangers: How Interpersonal Closeness Influences Word-of-Mouth Valence / Dubois, David; Bonezzi, Andrea; DE ANGELIS, Matteo. - In: JOURNAL OF MARKETING RESEARCH. - ISSN 0022-2437. - 53:5(2016), pp. 712-727. [http:dx.doi.org/10.1509/jmr.13.0312]
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Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/11385/160292
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