Resistance to negative online information of bank brands from consumer attitudes
The aim of this manuscript is to explain the incidence of cognitive and affective attitudes in the resistance to negative information circulating in the online environment about banks in Colombia. Information was collected from a sample of 282 bank users. The data were analyzed using IBM SPSS Statis...
- Autores:
- Tipo de recurso:
- http://purl.org/coar/resource_type/c_6570
- Fecha de publicación:
- 2023
- Institución:
- Universidad Pedagógica y Tecnológica de Colombia
- Repositorio:
- RiUPTC: Repositorio Institucional UPTC
- Idioma:
- spa
- OAI Identifier:
- oai:repositorio.uptc.edu.co:001/10410
- Acceso en línea:
- https://revistas.uptc.edu.co/index.php/investigacion_duitama/article/view/16062
https://repositorio.uptc.edu.co/handle/001/10410
- Palabra clave:
- information sources;
online search;
information dissemination;
social media
fuentes de información;
búsqueda en línea;
difusión de la información;
medios sociales
- Rights
- License
- Derechos de autor 2023 Revista de Investigación, Desarrollo e Innovación
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2023-02-152024-07-05T18:04:15Z2024-07-05T18:04:15Zhttps://revistas.uptc.edu.co/index.php/investigacion_duitama/article/view/1606210.19053/20278306.v13.n1.2023.16062https://repositorio.uptc.edu.co/handle/001/10410The aim of this manuscript is to explain the incidence of cognitive and affective attitudes in the resistance to negative information circulating in the online environment about banks in Colombia. Information was collected from a sample of 282 bank users. The data were analyzed using IBM SPSS Statistics V.25 software. The cognitive attitude was measured from the service experience scales and the affective attitude considered the brand love items. The results suggest that both cognitive and affective dimensions promote resistance to negative information, however, it is the rational component that has a stronger positive effect compared to the emotional component. It is concluded that when consumers have positive experiences in service delivery, they are reluctant to the influence of negative comments that may diminish the bank's image.El objetivo de este manuscrito es explicar la incidencia de las actitudes cognitivas y afectivas en la resistencia a la información negativa que circula en el entorno online sobre los bancos en Colombia. La información se recopiló de una muestra de 282 usuarios de bancos. Los datos se analizaron mediante el software IBM SPSS Statistics V.25. La actitud cognitiva se midió a partir de las escalas de la experiencia del servicio y la actitud afectiva consideró los ítems del amor a la marca. Los resultados sugieren que tanto la dimensión cognitiva como la afectiva fomentan la resistencia a la información negativa, sin embargo, es el componente racional el que tiene un efecto positivo más fuerte en comparación con el componente emocional. Se concluye que cuando el consumidor tiene experiencias positivas en la prestación del servicio, es renuente a la influencia de comentarios negativos que puedan disminuir la imagen del banco.application/pdftext/xmlspaspaUniversidad Pedagógica y Tecnológica de Colombiahttps://revistas.uptc.edu.co/index.php/investigacion_duitama/article/view/16062/13096https://revistas.uptc.edu.co/index.php/investigacion_duitama/article/view/16062/13551Derechos de autor 2023 Revista de Investigación, Desarrollo e Innovaciónhttp://purl.org/coar/access_right/c_abf71http://purl.org/coar/access_right/c_abf2Revista de Investigación, Desarrollo e Innovación; Vol. 13 No. 1 (2023): Enero-Junio; 25-38Revista de Investigación, Desarrollo e Innovación; Vol. 13 Núm. 1 (2023): Enero-Junio; 25-382389-94172027-8306information sources;online search;information dissemination;social mediafuentes de información;búsqueda en línea;difusión de la información;medios socialesResistance to negative online information of bank brands from consumer attitudesLa resistencia a la información negativa online de marcas bancarias a partir de las actitudes del consumidorinfo:eu-repo/semantics/articlehttp://purl.org/coar/resource_type/c_6570http://purl.org/coar/resource_type/c_2df8fbb1info:eu-repo/semantics/publishedVersionhttp://purl.org/coar/version/c_970fb48d4fbd8a154http://purl.org/coar/version/c_970fb48d4fbd8a85Otero-Gómez, María CristinaGiraldo-Pérez, Wilson001/10410oai:repositorio.uptc.edu.co:001/104102025-07-18 11:51:10.141metadata.onlyhttps://repositorio.uptc.edu.coRepositorio Institucional UPTCrepositorio.uptc@uptc.edu.co |
| dc.title.en-US.fl_str_mv |
Resistance to negative online information of bank brands from consumer attitudes |
| dc.title.es-ES.fl_str_mv |
La resistencia a la información negativa online de marcas bancarias a partir de las actitudes del consumidor |
| title |
Resistance to negative online information of bank brands from consumer attitudes |
| spellingShingle |
Resistance to negative online information of bank brands from consumer attitudes information sources; online search; information dissemination; social media fuentes de información; búsqueda en línea; difusión de la información; medios sociales |
| title_short |
Resistance to negative online information of bank brands from consumer attitudes |
| title_full |
Resistance to negative online information of bank brands from consumer attitudes |
| title_fullStr |
Resistance to negative online information of bank brands from consumer attitudes |
| title_full_unstemmed |
Resistance to negative online information of bank brands from consumer attitudes |
| title_sort |
Resistance to negative online information of bank brands from consumer attitudes |
| dc.subject.en-US.fl_str_mv |
information sources; online search; information dissemination; social media |
| topic |
information sources; online search; information dissemination; social media fuentes de información; búsqueda en línea; difusión de la información; medios sociales |
| dc.subject.es-ES.fl_str_mv |
fuentes de información; búsqueda en línea; difusión de la información; medios sociales |
| description |
The aim of this manuscript is to explain the incidence of cognitive and affective attitudes in the resistance to negative information circulating in the online environment about banks in Colombia. Information was collected from a sample of 282 bank users. The data were analyzed using IBM SPSS Statistics V.25 software. The cognitive attitude was measured from the service experience scales and the affective attitude considered the brand love items. The results suggest that both cognitive and affective dimensions promote resistance to negative information, however, it is the rational component that has a stronger positive effect compared to the emotional component. It is concluded that when consumers have positive experiences in service delivery, they are reluctant to the influence of negative comments that may diminish the bank's image. |
| publishDate |
2023 |
| dc.date.accessioned.none.fl_str_mv |
2024-07-05T18:04:15Z |
| dc.date.available.none.fl_str_mv |
2024-07-05T18:04:15Z |
| dc.date.none.fl_str_mv |
2023-02-15 |
| dc.type.none.fl_str_mv |
info:eu-repo/semantics/article |
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http://purl.org/coar/resource_type/c_2df8fbb1 |
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http://purl.org/coar/version/c_970fb48d4fbd8a85 |
| dc.type.coar.spa.fl_str_mv |
http://purl.org/coar/resource_type/c_6570 |
| dc.type.version.spa.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
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http://purl.org/coar/version/c_970fb48d4fbd8a154 |
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http://purl.org/coar/resource_type/c_6570 |
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publishedVersion |
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https://revistas.uptc.edu.co/index.php/investigacion_duitama/article/view/16062 10.19053/20278306.v13.n1.2023.16062 |
| dc.identifier.uri.none.fl_str_mv |
https://repositorio.uptc.edu.co/handle/001/10410 |
| url |
https://revistas.uptc.edu.co/index.php/investigacion_duitama/article/view/16062 https://repositorio.uptc.edu.co/handle/001/10410 |
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10.19053/20278306.v13.n1.2023.16062 |
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spa |
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spa |
| language |
spa |
| dc.relation.none.fl_str_mv |
https://revistas.uptc.edu.co/index.php/investigacion_duitama/article/view/16062/13096 https://revistas.uptc.edu.co/index.php/investigacion_duitama/article/view/16062/13551 |
| dc.rights.es-ES.fl_str_mv |
Derechos de autor 2023 Revista de Investigación, Desarrollo e Innovación |
| dc.rights.coar.fl_str_mv |
http://purl.org/coar/access_right/c_abf2 |
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http://purl.org/coar/access_right/c_abf71 |
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Derechos de autor 2023 Revista de Investigación, Desarrollo e Innovación http://purl.org/coar/access_right/c_abf71 http://purl.org/coar/access_right/c_abf2 |
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application/pdf text/xml |
| dc.publisher.es-ES.fl_str_mv |
Universidad Pedagógica y Tecnológica de Colombia |
| dc.source.en-US.fl_str_mv |
Revista de Investigación, Desarrollo e Innovación; Vol. 13 No. 1 (2023): Enero-Junio; 25-38 |
| dc.source.es-ES.fl_str_mv |
Revista de Investigación, Desarrollo e Innovación; Vol. 13 Núm. 1 (2023): Enero-Junio; 25-38 |
| dc.source.none.fl_str_mv |
2389-9417 2027-8306 |
| institution |
Universidad Pedagógica y Tecnológica de Colombia |
| repository.name.fl_str_mv |
Repositorio Institucional UPTC |
| repository.mail.fl_str_mv |
repositorio.uptc@uptc.edu.co |
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