IDEAS home Printed from https://ideas.repec.org/a/spr/infsem/v23y2025i1d10.1007_s10257-023-00633-3.html
   My bibliography  Save this article

Understanding dark side of online community engagement: an innovation resistance theory perspective

Author

Listed:
  • Aman Kumar

    (Indian Institute of Management Visakhapatnam)

  • Amit Shankar

    (Indian Institute of Management Visakhapatnam)

  • Aviral Kumar Tiwari

    (Indian Institute of Management Bodh Gaya)

  • Hae-Jung Hong

    (NEOMA Business School)

Abstract

This study examines the dark side of online communities, especially barriers to customer engagement in online communities. A total of 301 responses from online community members were collected to examine the proposed hypotheses based on the Innovation Resistance Theory (IRT). The study also examines the mediating effect of negative anticipated emotions and moderating effect of association tenure and customer prior attitude. The findings suggest that performance, information overload, and social recognition barriers positively impact the users’ disengagement intention towards the online community. The negative anticipated emotions mediate the association between barriers and customer disengagement. Also, tenure was found to be a crucial moderator. The study contributes to the dark side of online community literature and suggests marketers how to reduce customer disengagement in online communities.

Suggested Citation

  • Aman Kumar & Amit Shankar & Aviral Kumar Tiwari & Hae-Jung Hong, 2025. "Understanding dark side of online community engagement: an innovation resistance theory perspective," Information Systems and e-Business Management, Springer, vol. 23(1), pages 13-39, March.
    • Handle: RePEc:spr:infsem:v:23:y:2025:i:1:d:10.1007_s10257-023-00633-3
    DOI: 10.1007/s10257-023-00633-3
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s10257-023-00633-3
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s10257-023-00633-3?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to

    for a different version of it.

    References listed on IDEAS

    as
    1. Constance Elise Porter & Naveen Donthu, 2008. "Cultivating Trust and Harvesting Value in Virtual Communities," Management Science, INFORMS, vol. 54(1), pages 113-128, January.
    2. Michael Antioco & Mirella Kleijnen, 2010. "Consumer adoption of technological innovations : Effects of psychological and functional barriers in a lack of content versus a presence of content situation," Post-Print hal-02312561, HAL.
    3. Zhang, Honglei & Yang, Yang & Zheng, Chunhui & Zhang, Jie, 2016. "Too dark to revisit? The role of past experiences and intrapersonal constraints," Tourism Management, Elsevier, vol. 54(C), pages 452-464.
    4. Mohammad Alamgir Hossain & Yogesh K. Dwivedi & Caroline Chan & Craig Standing & Abdus-Samad Olanrewaju, 2018. "Sharing Political Content in Online Social Media: A Planned and Unplanned Behaviour Approach," Information Systems Frontiers, Springer, vol. 20(3), pages 485-501, June.
    5. Wang, Tien & Lee, Fu-Yu, 2020. "Examining customer engagement and brand intimacy in social media context," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    6. Quentin Jones & Gilad Ravid & Sheizaf Rafaeli, 2004. "Information Overload and the Message Dynamics of Online Interaction Spaces: A Theoretical Model and Empirical Exploration," Information Systems Research, INFORMS, vol. 15(2), pages 194-210, June.
    7. Arghya Ray & Pradip Kumar Bala & Yogesh K. Dwivedi, 2022. "Exploring barriers affecting eLearning usage intentions: an NLP-based multi-method approach," Behaviour and Information Technology, Taylor & Francis Journals, vol. 41(5), pages 1002-1018, April.
    8. Romani, Simona & Grappi, Silvia & Dalli, Daniele, 2012. "Emotions that drive consumers away from brands: Measuring negative emotions toward brands and their behavioral effects," International Journal of Research in Marketing, Elsevier, vol. 29(1), pages 55-67.
    9. Adam Corner & Lorraine Whitmarsh & Dimitrios Xenias, 2012. "Uncertainty, scepticism and attitudes towards climate change: biased assimilation and attitude polarisation," Climatic Change, Springer, vol. 114(3), pages 463-478, October.
    10. Kristine de Valck & F. Langerak & P.C. Verhoef & P.W.J. Verlegh, 2003. "The Effect of Members' Satisfaction with a Virtual Community on Member Participation," Post-Print hal-00692162, HAL.
    11. Essamri, Azzouz & McKechnie, Sally & Winklhofer, Heidi, 2019. "Co-creating corporate brand identity with online brand communities: A managerial perspective," Journal of Business Research, Elsevier, vol. 96(C), pages 366-375.
    12. Dost, Mir & Badir, Yuosre F. & Sambasivan, Murali & Umrani, Waheed Ali, 2020. "Open-and-closed process innovation generation and adoption: Analyzing the effects of sources of knowledge," Technology in Society, Elsevier, vol. 62(C).
    13. Shankar, Amit & Jain, Sheetal, 2021. "Factors affecting luxury consumers’ webrooming intention: A moderated-mediation approach," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    14. M. Antioco & M. Kleijnen, 2010. "Consumer adoption of technological innovations Effects of psychological and functional barriers in a lack of content versus a presence of content situation," Post-Print hal-00387308, HAL.
    15. Xin Zhang & Xiaoyan Ding & Liang Ma, 2022. "The influences of information overload and social overload on intention to switch in social media," Behaviour and Information Technology, Taylor & Francis Journals, vol. 41(2), pages 228-241, January.
    16. Michael Chih-Hung Wang & Edward Shih-Tse Wang & Julian Ming-Sung Cheng & Alex Fei-Long Chen, 2009. "Information quality, online community and trust: a study of antecedents to shoppers' website loyalty," International Journal of Electronic Marketing and Retailing, Inderscience Enterprises Ltd, vol. 2(3), pages 203-219.
    17. Liao, Junyun & Chen, Jiawen & Mou, Jian, 2021. "Examining the antecedents of idea contribution in online innovation communities: A perspective of creative self-efficacy," Technology in Society, Elsevier, vol. 66(C).
    18. Andrew John & Jill Klein, 2003. "The Boycott Puzzle: Consumer Motivations for Purchase Sacrifice," Management Science, INFORMS, vol. 49(9), pages 1196-1209, September.
    19. Hani Safadi & Steven L. Johnson & Samer Faraj, 2021. "Who Contributes Knowledge? Core-Periphery Tension in Online Innovation Communities," Organization Science, INFORMS, vol. 32(3), pages 752-775, May.
    20. Priya Nambisan & James Watt, 2008. "Online Community Experience (OCE) and its impact on customer attitudes: an exploratory study," International Journal of Electronic Marketing and Retailing, Inderscience Enterprises Ltd, vol. 2(2), pages 150-175.
    21. Dah-Kwei Liou & Wen-Hai Chih & Li-Chun Hsu & Chia-Yi Huang, 2016. "Investigating information sharing behavior: the mediating roles of the desire to share information in virtual communities," Information Systems and e-Business Management, Springer, vol. 14(2), pages 187-216, May.
    22. Giacomo Migliore & Ralf Wagner & Felipe Schneider Cechella & Francisco Liébana-Cabanillas, 2022. "Antecedents to the Adoption of Mobile Payment in China and Italy: an Integration of UTAUT2 and Innovation Resistance Theory," Information Systems Frontiers, Springer, vol. 24(6), pages 2099-2122, December.
    23. Tseng, Hsiao-Ting & Ibrahim, Fahad & Hajli, Nick & Nisar, Tahir M. & Shabbir, Haseeb, 2022. "Effect of privacy concerns and engagement on social support behaviour in online health community platforms," Technological Forecasting and Social Change, Elsevier, vol. 178(C).
    24. Talwar, Shalini & Dhir, Amandeep & Scuotto, Veronica & Kaur, Puneet, 2021. "Barriers and paradoxical recommendation behaviour in online to offline (O2O) services. A convergent mixed-method study," Journal of Business Research, Elsevier, vol. 131(C), pages 25-39.
    25. Dahl, Darren W & Manchanda, Rajesh V & Argo, Jennifer J, 2001. "Embarrassment in Consumer Purchase: The Roles of Social Presence and Purchase Familiarity," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 28(3), pages 473-481, December.
    26. Benlian, Alexander & Hess, Thomas, 2011. "Opportunities and risks of Software-as-a-Service: Findings from a survey of IT executives," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 58025, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    27. Kang, Kai & Lu, Jinxuan & Guo, Lingyun & Li, Wenlu, 2021. "The dynamic effect of interactivity on customer engagement behavior through tie strength: Evidence from live streaming commerce platforms," International Journal of Information Management, Elsevier, vol. 56(C).
    28. Chen, Chia-Chen & Chang, Chin-Hsuan & Hsiao, Kuo-Lun, 2022. "Exploring the factors of using mobile ticketing applications: Perspectives from innovation resistance theory," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    29. Matsuo, Makoto & Minami, Chieko & Matsuyama, Takuya, 2018. "Social influence on innovation resistance in internet banking services," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 42-51.
    30. Langerak, F. & Verhoef, P.C. & Verlegh, P.W.J. & de Valck, K., 2003. "The Effect of Members' Satisfaction with a Virtual Community on Member Participation," ERIM Report Series Research in Management ERS-2003-004-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    31. Oktavianus, Jeffry & Oviedo, Helena & Gonzalez, Winiber & Putri, Andriani Pratama & Lin, Trisha T. C., 2017. "Why do Taiwanese young adults not jump on the bandwagon of Pokémon Go? Exploring barriers of innovation resistance," 14th ITS Asia-Pacific Regional Conference, Kyoto 2017: Mapping ICT into Transformation for the Next Information Society 168529, International Telecommunications Society (ITS).
    32. Sadiq, Mohd & Adil, Mohd & Paul, Justin, 2021. "An innovation resistance theory perspective on purchase of eco-friendly cosmetics," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    33. Brett Inder & Terry O'Brien, 2003. "The Endowment Effect and the Role of Uncertainty," Bulletin of Economic Research, Wiley Blackwell, vol. 55(3), pages 289-301, July.
    34. Kumar, Jitender, 2019. "How psychological ownership stimulates participation in online brand communities? The moderating role of member type," Journal of Business Research, Elsevier, vol. 105(C), pages 243-257.
    35. Rui Gaspar & Sílvia Luís & Beate Seibt & Maria Luísa Lima & Afrodita Marcu & Pieter Rutsaert & Dave Fletcher & Wim Verbeke & Julie Barnett, 2016. "Consumers’ avoidance of information on red meat risks: information exposure effects on attitudes and perceived knowledge," Journal of Risk Research, Taylor & Francis Journals, vol. 19(4), pages 533-549, April.
    36. Nick Hajli, 2018. "Ethical Environment in the Online Communities by Information Credibility: A Social Media Perspective," Journal of Business Ethics, Springer, vol. 149(4), pages 799-810, June.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Mahmud, Hasan & Islam, A.K.M. Najmul & Mitra, Ranjan Kumar, 2023. "What drives managers towards algorithm aversion and how to overcome it? Mitigating the impact of innovation resistance through technology readiness," Technological Forecasting and Social Change, Elsevier, vol. 193(C).
    2. Chawla, Umesh & Verma, Balraj & Mittal, Amit, 2024. "Resistance to O2O technology platform adoption among small retailers: The influence of visibility and discoverability," Technology in Society, Elsevier, vol. 76(C).
    3. Chakraborty, Debarun & Singu, Hari Babu & Patre, Smruti, 2022. "Fitness Apps's purchase behaviour: Amalgamation of Stimulus-Organism-Behaviour-Consequence framework (S–O–B–C) and the innovation resistance theory (IRT)," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    4. Kaur, Puneet & Dhir, Amandeep & Singh, Naveen & Sahu, Ganesh & Almotairi, Mohammad, 2020. "An innovation resistance theory perspective on mobile payment solutions," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    5. Alnoor, Alhamzah & Abbas, Sammar & Sadaa, Abdullah Mohammed & Chew, XinYing & Bayram, Gül Erkol, 2025. "Navigating the power of blockchain strategy: Analysis of technology-organization-environment (TOE) framework and innovation resistance theory using PLS-SEM and ANN insights," Technological Forecasting and Social Change, Elsevier, vol. 214(C).
    6. Hameed, Irfan & Hameed, Imran & Akram, Umair & Arain, Ghulam Ali & Eid, Riyad, 2024. "Exploring resistance barriers in travelers' word of mouth for mobile payment systems: Mediating effects of trust and usage intention," Technological Forecasting and Social Change, Elsevier, vol. 209(C).
    7. Alyahya, Mansour & Agag, Gomaa & Aliedan, Meqbel & Abdelmoety, Ziad H., 2023. "A cross-cultural investigation of the relationship between eco-innovation and customers boycott behaviour," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    8. Talwar, Shalini & Talwar, Manish & Kaur, Puneet & Dhir, Amandeep, 2020. "Consumers’ resistance to digital innovations: A systematic review and framework development," Australasian marketing journal, Elsevier, vol. 28(4), pages 286-299.
    9. Huang, Dan & Jin, Xin & Coghlan, Alexandra, 2021. "Advances in consumer innovation resistance research: A review and research agenda," Technological Forecasting and Social Change, Elsevier, vol. 166(C).
    10. Kuo Cheng Chung & Silvia Wan-Ju Liang, 2020. "Understanding Factors Affecting Innovation Resistance of Mobile Payments in Taiwan: An Integrative Perspective," Mathematics, MDPI, vol. 8(10), pages 1-19, October.
    11. Anshu, Kumari & Shankar, Amit & Behl, Abhishek & Pereira, Vijay & Laker, Benjamin, 2022. "Impact of barriers of value co-creation on consumers' innovation resistance behavior: Investigating the moderation role of the DART model," Technological Forecasting and Social Change, Elsevier, vol. 184(C).
    12. Villanueva Orbaiz, María Luisa & Arce-Urriza, Marta, 2024. "The role of active and passive resistance in new technology adoption by final consumers: The case of 3D printing," Technology in Society, Elsevier, vol. 77(C).
    13. Jayaswal, Pragya & Parida, Biswajita, 2023. "The role of augmented reality in redefining e-tailing: A review and research agenda," Journal of Business Research, Elsevier, vol. 160(C).
    14. Zhang, Haisu & Chen, Weizhi, 2019. "Crowdfunding technological innovations: Interaction between consumer benefits and rewards," Technovation, Elsevier, vol. 84, pages 11-20.
    15. Goisser, Simon & Mempel, Heike & Bitsch, Vera, 2020. "Food-Scanners as a Radical Innovation in German Fresh Produce Supply Chains," International Journal on Food System Dynamics, International Center for Management, Communication, and Research, vol. 11(02), April.
    16. Qu, Hailin & Lee, Haeyoung, 2011. "Travelers’ social identification and membership behaviors in online travel community," Tourism Management, Elsevier, vol. 32(6), pages 1262-1270.
    17. Hajiheydari, Nastaran & Delgosha, Mohammad Soltani & Olya, Hossein, 2021. "Scepticism and resistance to IoMT in healthcare: Application of behavioural reasoning theory with configurational perspective," Technological Forecasting and Social Change, Elsevier, vol. 169(C).
    18. Nel, Jacques & Boshoff, Christo, 2021. "“I just don't like digital-only banks, and you should not use them either†: Traditional-bank customers' opposition to using digital-only banks," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    19. Godart, Frédéric & Pistilli, Luca, 2024. "The multifaceted concept of disruption: A typology," Journal of Business Research, Elsevier, vol. 170(C).
    20. Kamoonpuri, Sana Zehra & Sengar, Anita, 2023. "Hi, May AI help you? An analysis of the barriers impeding the implementation and use of artificial intelligence-enabled virtual assistants in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:infsem:v:23:y:2025:i:1:d:10.1007_s10257-023-00633-3. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.