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Building resilience to negative information and increasing purchase intentions in a digital environment

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  • Torres, Pedro
  • Augusto, Mário

Abstract

This paper examines the process that leads to resilience to negative information and purchase intentions in a digital environment. A conceptual framework is proposed and tested using a sample of retail banking customers and an application of the structural equation models. The results suggest that consumer behavior in digital settings is more influenced by brand personality than by online brand experience. If a brand can develop and sustain an attractive brand personality, then consumers tend to have a positive attitude toward the brand and discuss the brand positively on social media networks. This behavior will lead to higher resilience to negative information and increased purchase intentions. Although online brand experience does not influence the level of electronic word-of-mouth, it directly affects brand attitude and indirectly influences both resilience to negative information and purchase intentions.

Suggested Citation

  • Torres, Pedro & Augusto, Mário, 2019. "Building resilience to negative information and increasing purchase intentions in a digital environment," Journal of Business Research, Elsevier, vol. 101(C), pages 528-535.
    • Handle: RePEc:eee:jbrese:v:101:y:2019:i:c:p:528-535
    DOI: 10.1016/j.jbusres.2018.11.045
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    Citations

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    Cited by:

    1. Wang, Le & Luo, Xin (Robert) & Li, Han, 2022. "Envy or conformity? An empirical investigation of peer influence on the purchase of non-functional items in mobile free-to-play games," Journal of Business Research, Elsevier, vol. 147(C), pages 308-324.
    2. Singh, Pallavi & Bala, Hillol & Dey, Bidit Lal & Filieri, Raffaele, 2022. "Enforced remote working: The impact of digital platform-induced stress and remote working experience on technology exhaustion and subjective wellbeing," Journal of Business Research, Elsevier, vol. 151(C), pages 269-286.
    3. Petcharat, Thanatchaphan & Jattamart, Aungkana & Leelasantitham, Adisorn, 2023. "A conceptual model to imply a negative innovation assessment framework on consumer behaviors through the electronic business platforms," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    4. Galina Biedenbach & Thomas Biedenbach & Peter Hultén & Veronika Tarnovskaya, 2022. "Organizational resilience and internal branding: investigating the effects triggered by self-service technology," Journal of Brand Management, Palgrave Macmillan, vol. 29(4), pages 420-433, July.
    5. Ahmad Jafari Ghezelhesar & Ali Bozorgi-Amiri, 2022. "A novel approach to selection of resilient measures portfolio under disruption and uncertainty: a case study of e-payment service providers," Operational Research, Springer, vol. 22(5), pages 5477-5527, November.
    6. Du, Yanan & Wang, Qingxi & Zhou, Jianping, 2023. "How does digital inclusive finance affect economic resilience: Evidence from 285 cities in China," International Review of Financial Analysis, Elsevier, vol. 88(C).
    7. He, Yi & You, Ya & Chen, Qimei, 2020. "Our conditional love for the underdog: The effect of brand positioning and the lay theory of achievement on WOM," Journal of Business Research, Elsevier, vol. 118(C), pages 210-222.
    8. Hu, Qian & Pan, Zhao, 2023. "Can AI benefit individual resilience? The mediation roles of AI routinization and infusion," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).

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