UBC study: Why bad reviews can sometimes be good for business


A new examine exhibits that brand name recognition among the individuals is significant in quelling destructive on the net reviews.

Researchers at the UBC Sauder Faculty of Business have launched conclusions that exhibit detrimental on the web critiques are not often as hazardous as one may normally imagine.

Associate professor Dr. Lisa Cavanaugh statements when a consumer personally identifies with an item’s brand, sure adverse on the web feedback about that solution can truly have the opposite effect on the shopper.

“Marketers have typically assumed that when men and women say favourable factors, purchase interest improves, and when persons say damaging things, acquire interest decreases,” claimed Cavanaugh, who co-authored the review with Boston College’s Dr. Nailya Ordabayeva, and UBC Sauder professor Dr. Darren Dahl.

“But when detrimental feedback come from a socially distant supply, a adverse assessment actually improves purchase intentions — and that is a sport-changer,” pointed out the marketing expert.

Cavanaugh claimed the research reinforces the value of enterprises “forging sturdy brand associations with buyers,” and cultivating that coveted connection to people’s identities.

“When buyers individually recognize with a brand name, they see aspects of themselves in that brand name,” Cavanaugh mentioned in a assertion from the university.

“When a reviewer leaves a disparaging remark about an id-pertinent manufacturer, individuals really feel compelled to safeguard the brand name, and by extension, them selves, by scrutinizing the resource of the damaging overview.”

Additionally, consumers weigh demographics and geographic areas of a negative reviewer.

For case in point, NFL soccer lovers were basically enthusiastic to buy a product these kinds of as a sweatshirt if a unfavorable critique arrived from a particular person exhibiting a different demographic or a distant locale.

Identical conclusions happened when persons ended up searching at negative evaluations for Apple watches and President’s Decision espresso.

Conversely, negative testimonials do have a destructive influence on a consumer if all those assessments appear from a person perceived to be socially nearer.

When the research located negative critiques may not always effect huge brand-title items, the exact is not real for lesser-identified manufacturers.

For instance, a generic bathroom brush will not have folks defending it against those people adverse evaluations.

The study was released this thirty day period in the Journal of Promoting.

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