An influence framework on product word-of-mouth (WoM) measurement

Chen, Kun; Luo, Peng; Wang, Huaiqing

doi:10.1016/j.im.2016.06.010

Cited by 43 publications

(37 citation statements)

References 46 publications

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“…Then they use other information, such as textual reviews or photos, for further evaluations, providing them with an efficient decision-making process. Though Cantallops and Salvi [34] argued that numerical review information may be easier than textual review information for hotel evaluation, recent studies have found that textual reviews provide richer information for product sales than numerical ratings and are better predictors [89]. In this regard, online satisfaction and eWOM are important quality signals and aid in reducing information overload, but they may not play decisive roles in the decision to buy.…”

Section: Discussionmentioning

confidence: 99%

An Empirical Investigation of the Longitudinal Effect of Online Consumer Reviews on Hotel Accommodation Performance

et al. 2020

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This study empirically investigates the effects of online consumer reviews on hotel accommodation performance in an e-commerce context. Online consumer reviews include two types: online consumer satisfaction and electronic word-of-mouth (eWOM). eWOM was also regarded as the proxy of consumer loyalty. Hotel-level online consumer reviews from three well-known online travel agencies (i.e., Agoda.com, Expedia.com, and Trip.com) and financial data from 88 hotels were combined and analyzed using the Hayes’ PROCESS Macro. Based on the service-profit chain (SPC) framework, the two forms of online consumer reviews, satisfaction, and eWOM, were hypothesized to have positive effects on performance. The hypothetic effects were assessed in terms of the concurrent model and three lagged models. The results indicate that satisfaction has a positive effect on eWOM. However, to our great surprise, the two forms of online consumer reviews did not directly affect hotel accommodation performance across the concurrent model and the three lagged models. Additionally, online consumer satisfaction did not influence hotel accommodation performance via eWOM. The results have several important theoretical and practical implications for online consumer relationship management in the hospitality and tourism industry. The results of this study can further clarify the relationships among online consumer satisfaction and eWOM (customer loyalty), and performance.

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Section: Discussionmentioning

confidence: 99%

An Empirical Investigation of the Longitudinal Effect of Online Consumer Reviews on Hotel Accommodation Performance

et al. 2020

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“…in short, a satisfied customer has the potential to influence many people; therefore, the development of WOM allows a greater impact on the market to be generated than any other advertising project (Chen et al, 2017;Eelen et al, 2017;Mishra et al, 2016). however, the strategy must be accompanied by an honest and authentic message that not only promotes the goods or services but also presents the concept of what they represent.…”

Section: An Overview Of Wom In Online Communitiesmentioning

confidence: 99%

A dynamic analysis of the effects of word-of-mouth on online brand communities

Herrera

León

Vargas-Ortiz

2018

SUMNEG

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El aumento de las comunidades de marcas es un aspecto importante que afecta el proceso de compra de los consumidores en línea. Este artículo tiene como objetivo evaluar los efectos del boca a boca (WOM, por sus siglas en inglés) en las comunidades de marcas en línea de la industria de alimentos en Colombia. El artículo presenta un modelo de simulación del proceso de compra que permite comprender la estrategia de marketing viral y responder al interrogante: ¿Cuál es el papel de WOM en las comunidades de marcas en línea y su dinámica en el consumo de alimentos? El modelo muestra el cambio de los estados de los consumidores y permite comprender el comportamiento en el tiempo del desarrollo de la marca, el WOM, los efectos virales en el mercado y el análisis de la penetración en el mercado o la adopción de una compleja estructura de servicio en ciclo cerrado. Estos hallazgos se pueden utilizar para determinar la política de comercialización adecuada que podría adoptarse para el agro negocio.

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“…With the development of e-commerce platforms, online customer reviews have become an important instrument to help consumers reduce uncertainties regarding purchases (Chen et al , 2017b). Online reviews provide consumers with a better way to understand product information, making their purchasing process more efficient and faster, which can lead to increased customer satisfaction (De Pelsmacker et al , 2018).…”

Section: Introductionmentioning

confidence: 99%

Feature mining and analysis of gray privacy products

Xia

Meng

et al. 2020

IDD

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Purpose Excavating valuable outlier information of gray privacy products, the purpose of this study takes the online reviews of women’s underwear as an example, explores the outlier characteristics of online commentary data, and analyzes the online consumer behavior of consumers’ gray privacy products. Design/methodology/approach This research adopts the social network analysis method to analyze online reviews. Based on the online reviews collected from women’s underwear flagship store Victoria’s Secret at Tmall, this study performs word segmentation and word frequency analysis. Using the fuzzy query method, the research builds the corresponding co-word matrix and conducts co-occurrence analysis to summarize the factors affecting consumers’ purchase behavior of female underwear. Findings Establishing a formal framework of gray privacy products, this paper confirms the commonalities among consumers with respect to their perceptions of gray privacy products, shows that consumers have high privacy concerns about the disclosure or secondary use of personal private information when shopping gray privacy products, and demonstrates the big difference between online reviews of gray privacy products and their consumer descriptions. Originality/value The research lays a solid foundation for future research in gray privacy products. The factors identified in this study provide a practical reference for the continuous improvement of gray privacy products and services.

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An influence framework on product word-of-mouth (WoM) measurement

Cited by 43 publications

References 46 publications

An Empirical Investigation of the Longitudinal Effect of Online Consumer Reviews on Hotel Accommodation Performance

An Empirical Investigation of the Longitudinal Effect of Online Consumer Reviews on Hotel Accommodation Performance

A dynamic analysis of the effects of word-of-mouth on online brand communities

Feature mining and analysis of gray privacy products

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