Effects of Medical Disputes on Internet Communications of Negative Emotions and Negative Online Word-of-Mouth
Bibliographic Data
| ID | 13677693 |
|---|---|
| Authors | Yi-Chih Lee (0000-0001-5076-391X, Chien Hsin University of Science and Technology, corresponding author), Wei-Li Wu (0000-0002-0934-9810, Chien Hsin University of Science and Technology) |
| Year | 2015 |
| Volume | 117 |
| Issue | 1 |
| Pages | 251-270 |
| Publication date | 2015-07-30 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Psychological Reports (JOURNAL) |
| Journal identifiers | ISSN: 0033-2941 • E-ISSN: 1558-691X |
| Publisher | SAGE Publishing (PUBLISHER • US) |
| DOI | 10.2466/21.pr0.117c13z1 |
| PMID | 26226491 |
| OpenAlex | W1278706236 |
| Language | EN |
| Citations received | 2 |
| References cited | 61 |
Emotions play an important role in human behavior. Negative emotions resulting from medical disputes are problems for medical personnel to solve but also have a significant impact on a hospital's reputation and people's trust in the hospital. One medical dispute case was chosen from an Internet news source to assess the correlation between people's negative emotions and negative online word-of-mouth. Convenience sampling was used in school faculties and university students who had shared their medical treatment experiences online were the research participants. A total of 221 Taiwanese participants volunteered (158 women, 63 men; ages: 26.7% under 19, 22.6% 20-29, 30.8% 30-39,19.9% over 40). Four negative emotions were measured using rating scales: uncertainty, anger, disappointment, and sadness. Four negative online word-of-mouth measures were: venting, advice search, helping receiver, and revenge. A modeled relationship was assessed by partial least square method (PLS). Then, people's positive emotions were further analyzed to assess changes after spreading negative word-of-mouth. The results showed that uncertainty had a positive effect on venting and advice search. People who felt anger or regret spread word-of-mouth in order to help the receiver. Disappointment may trigger the revenge behavior of negative word-of-mouth. Negative emotions could be relieved after engaging in the behavior of helping the receiver
Advertising · Anger · Disappointment · Regret · Reputation · Sadness · The Internet · Word of mouth · Communication in Education and Healthcare · Psychology · Psychology of Social Influence · Public Relations and Crisis Communication · Social Psychology
Regret
Frustration and aggression.
Emotion And Adaptation
The role of desires and anticipated emotions in goal‐directed behaviours
Protecting Organization Reputations During a Crisis
Crisis communication online
Beyond valence in customer dissatisfaction
On bad decisions and disconfirmed expectancies
Altruism, happiness, and health
The Nature of Emotions
Intentions to use social media in organizing and taking vacation trips
What drives consumers to spread electronic word of mouth in online consumer-opinion platforms
Mood and emotions while working
Inducing word-of-mouth by eliciting surprise – a pilot investigation
Moral disengagement of hotel guest negative WOM
Validation of a 10-item Care-related Regret Intensity Scale (RIS-10) for Health Care Professionals
Enhancing Satisfaction through Downward Comparison
Understanding and assessing the motivations of volunteers
Representing doctors
Theory and research concerning social comparisons of personal attributes
Constructive and unconstructive repetitive thought
Social Behavior as Exchange
| Unique citing works | 2 |
|---|---|
| Citations per year | 0.4 |
| Citation span | 2021 - 2026 (6) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 2 |