Asymmetric Persuasive Effects of Gain- and Loss-related Messages in Electronic Word of Mouth
This study examines the aggregate effect of electronic word mouth (eWOM) communications containing multiple messages of different type on brand attitude. It focuses on the moderating role of individuals’ regulatory focus and message proportion in influencing the extent to which consumers respond to gain- and loss-related messages. We develop some hypotheses regarding the interplay between the constructs, and test them through two web-based experimental studies on online product reviews. In study 1, we examine the persuasiveness of four different reviews composed of several combinations of gain- and loss-related messages. In study 2, we modify the proportion of positive and negative messages to examine how the impact of eWOM is affected by disproportionate message structure. The results reveal that different combinations of message types lead to different evaluation of the focal brand. Furthermore, subjects with different regulatory focus exhibit different attitudes toward the focal brand when exposed to the same message combination. In addition, the moderating effects of regulatory focus appear to be altered by eWOM message proportion. Theoretical and managerial implications of this study are discussed.