Anti-Brand Activism in the Collectivist Orientation: The Case of Online-Consumers-Run Communities

Abstract

The paper investigates the impact of negative online word-of-mouth (OWOM) generated from online consumer-run communities on brand hate and brand activism and the moderating role of collectivism in cultural orientation. Specifically, the authors used Stimulus-organization-response and cognitive dissonance theories to develop the research model. Data were collected from 337 valid responses from customers who are members of consumer-run groups to support the constructed hypotheses. Smart-PLS was used to analyze data. Negative OWOM was found to be a driver of psychological discomfort, which, in turn, generates brand hate. The formation of brand hate from negative OWOM can lead to anti-brand activism. The results highlighted that collectivist orientation significantly moderates the relationship between negative OWOM and psychological discomfort in consumers, as well as the relationship between brand hate and anti-brand activism. This study enriches existing literature by further understanding OWOM in virtual communities and emphasizing the role of cultural orientation on behavioral outcomes. Our takeaways provide valuable implications for brand and promotion practitioners to understand users’ mechanisms to select the appropriate tool such as the emphasize on KOC (key-opinion-consumers) and KOL (key-opinion-leaders) interaction to handle the negative consequences within time limits, reducing contradicting affective states before anti-brand activism and negative OWOM escalate.