Digital platforms: customer satisfaction, eWOM and the moderating role of perceived technological innovativeness

Ruiz-Alba, J.; Abou-Foul, Mohamad; Nazarian, Alireza; Foroudi, Pantea

doi:10.1108/itp-07-2021-0572

Cited by 36 publications

(16 citation statements)

References 142 publications

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“…, 2021a). Thus, eWOM has become one of the most influential information sources for consumers' purchase decision-making (Ruiz-Alba et al. , 2021; Verma and Yadav, 2021).…”

Section: Introductionmentioning

confidence: 99%

“…Consumers usually seek each other's suggestions and recommendations in the pre-purchase stage (Wang et al, 2018), as well as share their experiences and reviews in the post-purchase stage (Liu et al, 2021a). Thus, eWOM has become one of the most influential information sources for consumers' purchase decision-making (Ruiz-Alba et al, 2021;Verma and Yadav, 2021). In the digital age, eWOM occurs on various Internet platforms, such as social media, online reviews, and e-commerce websites (Ismagilova et al, 2021;Rosario et al, 2016).…”

Section: Introductionmentioning

confidence: 99%

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Consumers' purchase intentions in social commerce: the role of social psychological distance, perceived value, and perceived cognitive effort

Yang

2022

ITP

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PurposeElectronic word-of-mouth (eWOM) has become one of the most influential information sources for consumers' purchase decision-making. Based on construal-level theory and from the perspective of cognitive effort, this study investigated the effects of eWOM social media types and conflicting eWOM on consumers' purchase intentions and validated the mediation role of social psychological distance, perceived value, and perceived cognitive effort.Design/methodology/approachTwo scenario-based experiments were conducted to validate the research model. Specifically, a 2 (eWOM social media type: strong-tie vs weak-tie) × 2 (conflicting eWOM: with vs without) between-subjects design was used. ANOVA, multiple regression analysis with PROCESS, and partial least squares (PLS) were employed to test the hypotheses.FindingsThe results showed that eWOM social media types had significant effects on both social psychological distance and perceived value. The significant chain mediating effects of social psychological distance and perceived value between eWOM social media types and consumers' purchase intentions were found. In addition, conflicting eWOM had significant effects on both perceived value and perceived cognitive effort. Indirect effects of conflicting eWOM on purchase intention through perceived cognitive effort were discovered.Originality/valueThese results contribute to the eWOM literature by investigating the influences of eWOM social media types and conflicting eWOM on consumers' purchase intentions. They also contribute to construal-level theory by extending its applicability to the field of eWOM.

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“…, 2021a). Thus, eWOM has become one of the most influential information sources for consumers' purchase decision-making (Ruiz-Alba et al. , 2021; Verma and Yadav, 2021).…”

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Consumers' purchase intentions in social commerce: the role of social psychological distance, perceived value, and perceived cognitive effort

Yang

2022

ITP

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“…Furthermore, participation in value co-creation increases satisfaction, generating in the individual the need to transfer this satisfaction through social networks. Recently, Ruiz-Alba et al (2022) demonstrated that customer satisfaction in collaborative consumption services positively impacts eWOM.…”

Section: Literature Reviewmentioning

confidence: 99%

Do sustainability motivations drive satisfaction and engagement in the sharing economy, or is it just price and convenience? Some answers in a collaborative housing context

Alarcón‐del‐Amo

Lorenzo-Romero

Gómez-Borja

2023

JHTI

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PurposeThis study aims to understand the motivations behind using Airbnb as a collaborative housing platform brand, their impact on satisfaction and engagement, and how the latter affects brand electronic Word of Mouth (eWOM) and brand loyalty. It also analyzes the potential moderating effect of the use intensity of collaborative housing platforms for the proposed causal relationships.Design/methodology/approachAn online survey was addressed to active users of Airbnb with a final sample of 405 users. Data were analyzed using a covariance-based structural equation modeling (SEM) to test the causal model and a multigroup SEM to test the moderator effect of the intensity of use.FindingsThe results show that convenience affects brand satisfaction and hedonic motivation influences brand engagement, and both affect return intention and eWOM. In contrast, sustainability motivations seem unrelated both with satisfaction and engagement. Furthermore, the mechanism by which people reach loyalty in terms of return intention varies according to their usage intensity. Thus, the engagement–intention way is stronger for more intensive brand users. In contrast, the satisfaction–intention mechanism is significantly stronger for those with more sporadic use.Practical implicationsThe management of collaborative housing platforms should promote tools and actions that favor enjoyment and fun since they increase engagement. On the other hand, it should be interesting to communicate the idea of the convenience of the applications, such as availability for a great offer, ease of contracting, or saving time, since this type of motivation directly correlates with customer satisfaction.Originality/valueThe motivational and behavioral heterogeneity demonstrated in this research can make it easier for people to be reached through different communication strategies and arguments both by the collaborative housing platforms and by public agencies with interests in city tourism management.

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“…In addition, brand preference is determined as a consumer's response to the same products and services in terms of purchase over a period of time that results in higher profits and higher market share (Carlson et al. , 2019; Prados-Pena and Del Barrio-Garcia, 2020; Ruiz-Alba et al. , 2021).…”

Section: Theoretical Background and Main Constructsmentioning

confidence: 99%

Does value co-creation matter? Assessing consumer responses in the sharing economy

Nadeem

Salo

2023

ITP

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PurposeThe sharing economy has evolved as a result of the diffusion of information and communication technology and facilitates collaborative consumption and production otherwise known as value co-creation. The present research aims to explore the consumer responses to value co-creation in sharing economy such as satisfaction, brand preference and enduring buyer–platform relationships, amid consumer's CSR concerns.Design/methodology/approachDrawing on the sharing economy and value co-creation literature and rooted in the stimulus-organism-response framework, an online panel data provider was employed to recruit 393 actual sharing economy consumers from the United States. Empirical analyses are performed using structural equation modeling through Amos, version.27.FindingsFindings confirm that value co-creation intentions contribute to consumers' satisfaction, brand preference and sustainable social relationships in the sharing economy. As expected, heightened concerns of corporate social responsibility (CSR) led to decreased consumer satisfaction with the sharing economy platform.Originality/valueThe study contributes to the digital sharing economy literature by emphasizing the role of CSR perceptions for building long-term relationships (buyer–platform relationships) where value co-creation is crucial.

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Digital platforms: customer satisfaction, eWOM and the moderating role of perceived technological innovativeness

Cited by 36 publications

References 142 publications

Consumers' purchase intentions in social commerce: the role of social psychological distance, perceived value, and perceived cognitive effort

Consumers' purchase intentions in social commerce: the role of social psychological distance, perceived value, and perceived cognitive effort

Do sustainability motivations drive satisfaction and engagement in the sharing economy, or is it just price and convenience? Some answers in a collaborative housing context

Does value co-creation matter? Assessing consumer responses in the sharing economy

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