Receiving word-of-mouth from the service customer: An emotion-based effectiveness assessment

Söderlund, Magnus; Rosengren, Sara

doi:10.1016/j.jretconser.2006.10.001

Cited by 160 publications

(114 citation statements)

References 70 publications

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“…There is relative consensus in the literature that WOM is to a large extent driven by emotions one just has experienced during consumption (Derbaix, 2003;Söderlund & Rosengren, 2007). …”

Section: The Influence Of Affect On Negative O-wommentioning

confidence: 99%

Negative online word-of-mouth: Behavioral indicator or emotional release?

Verhagen

Nauta

Feldberg

2013

Computers in Human Behavior

177

125

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The influence of negative online word-of-mouth on the behavior of those receiving it has been addressed extensively in the academic literature. Remarkably, the question whether negative online word-of-mouth should also be seen as a behavioral indicator of its sender remains unaddressed. Answering this question is relevant as it provides companies with insight into the need to engage in interaction with those who negatively express themselves online or whether these expressions should be seen as temporary emotional releases without any future conduct. To fill the existing research gap, this research paper proposes and empirically tests a sender-oriented model, investigating the influence of emotions, negative online word-of-mouth on repatronage and switching behavior. As disclosing negative feedback online may also reflect the sender's motivation to inform the consumer community or to provide constructive feedback to the company responsible for the dissatisfying consumption, community usefulness and company usefulness are included as behavioral moderators. The results of an empirical survey conducted amongst real senders of negative information confirm that negative online word-of-mouth is directly driven by positive and negative emotions and is strongly predictive for the sender's future conduct. The motivation to help other consumers was demonstrated to function as behavioral moderator. The paper concludes with theoretical and managerial implications, and suggests avenues for further research.

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“…There is relative consensus in the literature that WOM is to a large extent driven by emotions one just has experienced during consumption (Derbaix, 2003;Söderlund & Rosengren, 2007). …”

Section: The Influence Of Affect On Negative O-wommentioning

confidence: 99%

Negative online word-of-mouth: Behavioral indicator or emotional release?

Verhagen

Nauta

Feldberg

2013

Computers in Human Behavior

177

125

View full text Add to dashboard Cite

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“…Therefore, we can view the appraisals or opinions of eWOM as consumer needs. A lot of appraisals related to products or services are expressed by using sentiment words (Söderlund and Rosengren 2007). Researchers such as Pai et al (2013a) thus used sentiment analysis to extract information.…”

Section: Analysis Of the Relationship Between Appraisal Words And Conmentioning

confidence: 99%

“…Besides, the analytical results of his research tended to be more subjective, because it required much labor used to cross reference the eWOM data, noun and appraisal words. Since most appraisals are done with sentiment words (Feng et al 2011;Söderlund and Rosengren 2007), by applying emotion analysis techniques to eWOM, it is expected to that it will be possible to find the nouns related to sentiments. Instead of carrying out the analysis through traditional labor-intensive approaches, the current study applied many mature information technologies and method to do a consumer needs analysis using the eWOM data, nouns and appraisal words.…”

Section: Introductionmentioning

confidence: 99%

A computer-based approach for analyzing consumer demands in electronic word-of-mouth

Lin¹,

Liaw²,

Chen³

et al. 2017

Electron Markets

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Consumer opinions are one of the most valuable assets that enterprises have, and thus questionnaires are often employed to investigate the views of consumers. However, this approach requires a large amount of human labor and time, and, most importantly, it cannot automatically find out consumers' needs. However, many consumers now share their appraisals of products or services through electronic word-of-mouth (eWOM). Since these usually reflect consumer needs, and thus their demands, collecting and analyzing eWOM data has become a key task for many businesses. Nonetheless, current eWOM-related research focuses on its transmission, influence, issues, and marketing, and there seem to be very few studies that apply eWOM to develop consumer needs analysis systems. In order to effectively collect and analyze eWOM data, this study proposes a computer-based approach for analyzing consumer demands. The approach utilizes sentiment analysis to develop extraction methods for use with eWOM appraisals. It thus uses eWOM appraisals to find out consumer demands. This work integrates eWOM with information technology to develop an approach to computerize consumer needs analysis. It is expected that the results will help enterprises to improve the quality of their products and market competitiveness.

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“…Generally, the service encounters are tangible series of interactions between the tourists and the service environment. Emotions are inevitably contagious in social situations [15] and social science researchers tend to agree that the favourable service experience can effectively satisfy the customers and make them more loyal to the services (e.g. [12], [9], [5], [14]).…”

Section: Tourist Experience For Sustainable Homestaysmentioning

confidence: 99%

Socio-Environmental Dimensions of Tourist Service Experience in Homestays

Voon¹

2017

GEOMATE

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Homestay tourism can be a lucrative service sector and the Culture, adventure and nature (CAN) have been recognized as the critical components of eco-tourism products for tourism-friendly nations like Malaysia. Many tourists have enjoyed the social and environmental aspects of the various tourist destinations and there are also tourists who are not very happy with certain aspects of their experiences. This research investigated the tourists' experiences with the homestay programmes using qualitative and quantitative techniques, namely the focus groups and questionnaire survey to discover their experiences and thereafter developed a multi-item measurement. Responses of 330 sampled respondents were analyzed. A total of nine dimensions were found and the measurement fit indices of these socio-environmental measurement was satisfactory. The socio-environmental issues included culture, guiding, accommodation, services, food and beverages, journey, natural environment, access and cleanliness. The homestay service environment indeed must be holistic and sustainable to create the memorable and delightful tourist experience which can generate more income and other benefits for the stakeholders. Implications and future research were also discussed for continuous improvement of the environment-driven performance measurement and management process.

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Receiving word-of-mouth from the service customer: An emotion-based effectiveness assessment

Cited by 160 publications

References 70 publications

Negative online word-of-mouth: Behavioral indicator or emotional release?

Negative online word-of-mouth: Behavioral indicator or emotional release?

A computer-based approach for analyzing consumer demands in electronic word-of-mouth

Socio-Environmental Dimensions of Tourist Service Experience in Homestays

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