Attachment styles and electronic word of mouth (e-WOM) adoption on social networking sites

Park, Min Sook; Shin, Jong Kuk; Ju, Yong

doi:10.1016/j.jbusres.2017.09.020

Cited by 37 publications

(21 citation statements)

References 43 publications

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“…Our results shed light on the role played by attachment styles in the context of human–robot service interaction. Likewise, we show that our findings are specific to customer responses to frontline service robots, which differentiates our work from the impact of attachment styles on Facebook use (Oldmeadow et al, 2013), adoption of social network sites (Park et al, 2019), advertising (David & Bearden, 2017), and romantic consumption (Mende, Scott, Garvey et al, 2019).…”

Section: Introductionsupporting

confidence: 57%

“…Second, previous research showed that customers' attachment styles have an important role in moderating customers' experience with human employees (Mende & Bolton, 2011) and technology (Oldmeadow et al, 2013; Park et al, 2019). Specifically, Konok et al (2016) found that customers scoring low (vs. high) on the AAS scale have a lower predisposition to forming an attachment to their mobile device.…”

Section: Discussionmentioning

confidence: 99%

“…Third, we contribute to the growing body of literature that seeks to understand how individual attachment styles affect customer responses to products, services, and marketing communication (David & Bearden, 2017; Mende, Scott, Gravey et al, 2019). Recently, scholars have begun paying more attention to attachment styles, as they substantially affect the quality of social interactions, including customers' affective and attitudinal responses to human employees (Mende & Bolton, 2011; Mende, Scott, Garvey et al, 2019) as well as to interactive technology (Konok et al, 2016; Oldmeadow et al, 2013; Park et al, 2019). Our results shed light on the role played by attachment styles in the context of human–robot service interaction.…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Attachment styles moderate customer responses to frontline service robots: Evidence from affective, attitudinal, and behavioral measures

Pozharliev

Angelis

Rossi

et al. 2021

Psychology and Marketing

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Despite the growing application of interactive technologies like service robots in customer service, there is limited understanding about how customers respond to interactions with frontline service robots compared to those with frontline human employees. Moreover, it is unclear whether all customers respond to the interaction with frontline service robots in the same way. Our research looks at how individual differences in social behaviors, specifically in customers' attachment styles, influence three types of customer responses: affective responses (experienced pleasantness), attitudinal responses (perceived empathy, satisfaction), and behavioral responses (word‐of‐mouth). Three experimental studies reveal that customers with low (vs. high) scores on anxious attachment style (AAS) measures respond more negatively to frontline service robot (compared to a frontline human agent). We investigate alternative explanations for these findings, such as robots' level of anthropomorphism and we show that human‐likeness features such as voice type and level of human‐like physical appearance, cannot explain our findings. Our results indicate that for low‐AAS customers replacing frontline human service agent with frontline robot undermines customer attitude and behavioral responses to service robots, leading to possible implications on customer segmentation, targeting, and marketing communication.

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Section: Introductionsupporting

confidence: 57%

Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Attachment styles moderate customer responses to frontline service robots: Evidence from affective, attitudinal, and behavioral measures

Pozharliev

Angelis

Rossi

et al. 2021

Psychology and Marketing

View full text Add to dashboard Cite

show abstract

“…In a similar way, ref. [97] considered that eWOM credibility has a positive impact on e-WOM adoption. In fact, online discussions and opinions between consumers may generate more credibility and empathy than marketer-generated web content [44].…”

Section: Source Credibilitymentioning

confidence: 99%

eWOM in C2C Platforms: Combining IAM and Customer Satisfaction to Examine the Impact on Purchase Intention

Bueno

Gallego

2021

JTAER

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This study is focused on communications that come from consumer-to-consumer (C2C) ecommerce relationships. This topic is directly associated with the electronic word-of-mouth (eWOM) phenomenon. eWOM is related to the set of positive or negative opinions made by potential, actual, or former customers about a seller. The present study proposes a structural equation modeling with partial least squares (PLS-SEM) research model to analyze consumers’ opinions impact on attitude toward purchasing. This model is based on the Information Adoption Model (IAM) in combination with an ecommerce satisfaction perspective, comprising five constructs: (1) service quality, (2) ecommerce satisfaction, (3) argument quality, (4) source credibility and (5) purchase intention. The model was tested by applying the Smart Partial Least Squares (SmartPLS) software for which 116 effective data from customers of the Taobao C2C platform were used. The findings reveal that all of the defined relationships were supported, confirming the positive impact of all the proposed constructs on the purchase intention. In this respect, the findings suggest that C2C platforms should strengthen the analyzed connections to grow the business and to promote transactions. Finally, implications and limitations related to the explanatory capacity and the sample are identified.

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“…information is quickly dispersed on a social network and it is generally highly valued by the recipients. For this reason, social networks are commonly used for WOM marketing (Balaji et al, 2016;li and Du, 2017;Park et al, 2017). this paper develops an analysis of the effect of WOM through viral marketing for product development.…”

Section: Palabras Clavementioning

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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Attachment styles and electronic word of mouth (e-WOM) adoption on social networking sites

Cited by 37 publications

References 43 publications

Attachment styles moderate customer responses to frontline service robots: Evidence from affective, attitudinal, and behavioral measures

Attachment styles moderate customer responses to frontline service robots: Evidence from affective, attitudinal, and behavioral measures

eWOM in C2C Platforms: Combining IAM and Customer Satisfaction to Examine the Impact on Purchase Intention

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

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