Developing a Conceptual Model for the Relationship Between Social Media Behavior, Negative Consumer Emotions and Brand Disloyalty

  • Harri JalonenEmail author
  • Jari Jussila
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 9844)


Companies have been facing the dark side of social media. Particularly, the odds of customer complaints and brand insults have increased tremendously. Social media has given a voice to disappointed consumers. They use the voice when they feel negative emotions, for example, due to product failures, service problems or unethical behavior. It seems reasonable to expect that the more ubiquitous social media becomes, the more it persuades people to share also their negative experiences. However, although social media raises new challenges for companies, it also gives them new opportunities. Social media enables companies to trace disappointed customers, evaluate their impressiveness and communicate with them. The conceptual paper aims to develop a model for the relationship between social media behavior, negative consumer emotions and brand disloyalty. The argument of this paper is that although social media gives consumers more power which is manifested in sharing negative emotions related to the company, the effect this has on brand disloyalty depends on the company’s behavior.


Social media Negative emotions Brand disloyalty 


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© IFIP International Federation for Information Processing 2016

Authors and Affiliations

  1. 1.Turku University of Applied SciencesTurkuFinland
  2. 2.Tampere University of TechnologyTampereFinland

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