Advertising: Stimulant or Suppressant of Online Word of Mouth?

Abstract

Word of mouth by consumers is attracting increased attention from marketing scholars because of findings that it can affect brand perceptions and sales. There is limited empirical research, however, on the stimulants of consumer word of mouth. An assumption in the literature has been that increased advertising can also stimulate consumer word of mouth and, hence, complement the effects of advertising. We present arguments for why increased advertising may be associated with reductions in online word of mouth. We empirically test this possibility on online word of mouth in the auto industry. Our results suggest that increased advertising can, indeed, be associated with reductions in online consumer word of mouth.