Electronic-word-of-mouth performance in different psychological distances and familiarity

Tan, Wee-Kheng; Chang, Yun-Ghang

doi:10.1108/oir-10-2014-0255

Cited by 9 publications

(10 citation statements)

References 67 publications

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“…Specifically, tourists' perceived images of Southern Xinjiang have a significant negative impact on their sense of psychological distance from Southern Xinjiang, which means that, as the perceived image of the tourist destination is improved, the tourists' sense of psychological distance will gradually decrease. Second, the result shows that tourists' sense of psychological distance from Southern Xinjiang has a significant negative effect on their travel intentions relating to Southern Xinjiang, which is consistent with previous studies (Hamilton, 2014;Tan & Chang, 2015). Finally, we should keep it in mind that the mediating role of the psychological distance is moderated by WOM.…”

Section: Discussionsupporting

confidence: 89%

The Mechanism of Word-of-Mouth for Tourist Destinations in Crisis

Niu

et al. 2020

Sage Open

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In an era of mobile internet, word-of-mouth marketing has become a powerful tool for optimizing tourist destination marketing. Extensive research studies on the mechanism of word-of-mouth have been carried out. However, there is little research on the mechanism of word-of-mouth concerning tourist destinations in crisis. This article focuses on the influence mechanism of word-of-mouth in the relationship between perceived images and behavioral intentions. A structural equation model was established, with “perceived image” as the independent variable, “word-of-mouth” and “psychological distance” as mediating variables, and “behavioral intention” as the dependent variable. Our study is based on a survey in Southern Xinjiang. The final results show that word-of-mouth plays a mediating role in the relationship between perceived image and behavioral intentions. The moderating effect of word-of-mouth plays two roles in the mechanism of the perceived image on the behavioral intention: the promotion mechanism and the repression mechanism. Tourists’ sense of psychological distance significantly mediates the relationship between perceived image and behavioral intention. The findings enrich word-of-mouth and the marketing theories for the destinations in crisis, which provide enlightening insights for the sustainable development of the destinations in crisis.

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Section: Discussionsupporting

confidence: 89%

The Mechanism of Word-of-Mouth for Tourist Destinations in Crisis

Niu

et al. 2020

Sage Open

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“…The EWOM is an extension of traditional WOM in a virtual environment (Matute et al, 2016). According to the research of Tan and Chang (2015), the advantages of EWOM over the traditional WOM can be seen in the different scenarios generated by the psychological distance dimensions and destination familiarity. It is frequently ranked as the most influential source of repurchase information (Kim and Hardin, 2010) and, in this study, is incorporated in the dimension of customer loyalty, because positive EWOM influences customer behaviour, such as expenditure level and loyalty (Bowman and Narayandas, 2001;Godes and Mayzlin, 2004).…”

Section: Customer Loyaltymentioning

confidence: 99%

The perception of e-servicescape and its influence on perceived e-shopping value and customer loyalty

Tanković

Benazić

2018

OIR

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Purpose The popularity of online shopping has grown in the recent years, enhancing the interest in identifying the factors that influence shoppers’ loyalty. The purpose of this paper is to investigate, through aesthetic appeal, layout and functionality, and financial security, the impact of customers’ perceptions of the e-servicescape in online shopping on perceived e-shopping value and customer loyalty defined as a two-component construct (attitudinal loyalty and behavioural loyalty), following the sequence of the S–O–R framework. Design/methodology/approach Data were gathered using an Internet survey in which 221 active online shoppers participated who had at least one online purchase in the past six months. The research model was analysed using the partial least squares approach to analyse structural equations (SEM). Findings Based upon empirical evidence of a web-based survey of online shoppers, this study shows that consumers’ interpretation of e-servicescape exerts a positive influence over perceived e-shopping value and loyalty. Specifically, the study finds that layout and functionality and financial security, as the salient attributes of the e-servicescape dimension, set the point of perceived e-shopping value which affects attitudinal loyalty. Practical implications The authors expose several practical implications how marketing management could use the dimensions of e-servicescape perceived e-shopping value. Managers are advised to incorporate the dimensions of the e-servicescape to build perceived e-shopping value and loyalty. Online shops need to invest in particular in layout and functionality and financial security, dimensions that had a stronger effect on perceived e-shopping value in order to achieve costumers’ loyalty in a fashion product context. Originality/value The transition from physical service locations to virtual service processes has increased the research interest of e-servicescape. This study analyses it through its aesthetic appeal, layout and functionality, and financial security connecting them with the constructs of perceived e-shopping value and customer loyalty in the application for fashion products. This work emphasises the connection between servicescape attributes in creating perceived value which affects attitudinal and behavioural loyalty. In this way, the e-servicescape is seen as stimuli, the perceived e-shopping value represents the organism and the loyalty the response of the sequence of the S–O–R framework. This research provides insight into the new effects of each dimension of e-servicescape on perceived e-shopping value and the two dimensions of loyalty, thus improving the existing knowledge in the field of servicescape and online shopping customer behaviour.

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“…On the non-technical side, we are interested in defining metrics to analyze the achievements more deeply in relation to promoting reflection about cultural heritage, triggering curiosity and increasing retention. The grounds for such a study can be found in [26][27][28]. In particular, we want to gain insight into how those cognitive phenomena (and even emotional ones) can be fostered with a cross-border perspective by controversial characters or events that are viewed very differently in different countries, such as the figures of Gavrilo Princip (who is seen as a national hero by many in Serbia, whereas History textbooks in many other European countries present him as the villain who sparked the start of World War I) or Mustafa Kemal Atatürk (who was honored by UNESCO and the United Nations as a promoter of peace between nations, but is held responsible by many Greeks for acts of repression against minorities).…”

Section: Discussionmentioning

confidence: 99%

A Mobile App to Learn About Cultural and Historical Associations in a Closed Loop with Humanities Experts

et al. 2018

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The Horizon 2020 project CrossCult aims to highlight historical and cultural associations between different characters, locations, events, venues, or artworks, to develop new strategies with which to promote intercultural and cross-border aspects of history and heritage. This paper presents a pilot app that provides graph-based visualizations of those associations, arranged by Humanities experts in relation to several reflective topics, and glued together by narratives that may present the same facts from diverse points of view. After querying a knowledge base that brings together several Linked Data resources, the associations are curated by the experts using a dedicated tool, to ensure that only meaningful associations appear on the mobile app. In turn, the app users can contribute new associations in the form of written text, which the experts can turn into new concepts and properties in the knowledge base. Here, we present the design of the mobile app and the experts’ tool, together with the results of early experiments aimed at assessing the instructional value of the proposal.

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Electronic-word-of-mouth performance in different psychological distances and familiarity

Cited by 9 publications

References 67 publications

The Mechanism of Word-of-Mouth for Tourist Destinations in Crisis

The Mechanism of Word-of-Mouth for Tourist Destinations in Crisis

The perception of e-servicescape and its influence on perceived e-shopping value and customer loyalty

A Mobile App to Learn About Cultural and Historical Associations in a Closed Loop with Humanities Experts

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