WOM and social media: Presaging future directions for research and practice

Kimmėl, Allan J.; Kitchen, Philip J.

doi:10.1080/13527266.2013.797730

Cited by 96 publications

(71 citation statements)

References 47 publications

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“…This adds support to Kimmel and Kitchen (2014) Brand-related messages of all three above valences are found on SNS. In addition, neutral eWOM also occurs (Cheung and Thadani 2010).…”

Section: Contentsupporting

confidence: 52%

eWOM credibility on social networking sites: A framework

Moran

Muzellec

2014

Journal of Marketing Communications

109

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Social Networking Sites (SNS) offer brands the ability to spread positive electronic Word of Mouth (eWOM) for the purposes of building awareness and acquiring new customers. However, the credibility of eWOM is threatened of late as marketers increasingly try to manipulate eWOM practices on SNS. A greater understanding of eWOM credibility is necessary to better enable marketers to leverage true consumer engagement by generating credible peer-to-peer communications. Yet, to date there is no one framework synthesising which factors constitute eWOM credibility in the online environment. This paper revisits the word of mouth credibility literature and proposes a new credibility framework -the 4Cs of eWOM Credibility: Community, Competence, Content, and Consensus.

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“…This adds support to Kimmel and Kitchen (2014) Brand-related messages of all three above valences are found on SNS. In addition, neutral eWOM also occurs (Cheung and Thadani 2010).…”

Section: Contentsupporting

confidence: 52%

eWOM credibility on social networking sites: A framework

Moran

Muzellec

2014

Journal of Marketing Communications

109

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show abstract

“…This paper conceives of WOM as an 'informal communication between private parties concerning evaluations of goods and services' (Anderson 1998, 6; for a synthesis of the main definitions of WOM see Kimmel and Kitchen 2014). When WOM takes on a positive valence, it can contribute to the company in the form of marketing because information can be transmitted to potential customers.…”

Section: Word-of-mouthmentioning

confidence: 99%

“…According to Kimmel and Kitchen (2014) the early publications about WOM dealt with the capacity that one customer has to influence the behaviors of other customers. For a detailed review of history of WOM studies, see Kimmel and Kitchen (2014).…”

Section: Word-of-mouthmentioning

confidence: 99%

The impact of affective and cognitive antecedents on negative word-of-mouth intentions

Dalzotto

Basso

Costa

et al. 2016

The International Review of Retail, Distribution and Consumer R

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“…However, whether or not this is so is an open question. Kimmel and Kitchen [17] argue that while word-of-mouth, including negative word-of-mouth, is significant in shaping consumer attitudes and behavior, its power is also frequently oversold. They urge caution towards claims of the impact of word-of-mouth on social media.…”

Section: A Firestormsmentioning

confidence: 99%