Consumers’ Motivational Involvement in eWOM for Information Adoption: The Mediating Role of Organizational Motives

Hussain, Safdar; Song, Xi; Niu, Ben

doi:10.3389/fpsyg.2019.03055

Cited by 46 publications

(54 citation statements)

References 83 publications

(88 reference statements)

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“…Furthermore, this communication is no longer just among friends and acquaintances ( Chan and Ngai, 2011 ), but can include contacts with numerous individuals, who may even be anonymous. On these lines, various marketing researchers have investigated the impact of such social ties in relation to consumers’ decision-making processes ( Pasternak, 2017 ; Hussain et al, 2020 ). As a result of this communication, the way in which a decision to buy is made has changed considerably.…”

Section: Literature Reviewmentioning

confidence: 99%

“…However, just a few studies have examined factors that drive consumers’ eWOM behavior ( Balasubramanian and Mahajan, 2001 ; Hennig-Thurau et al, 2004 ). In this way, many authors have pointed out that despite its practical relevance, the antecedents of eWOM have received much less attention than its effects ( Yang, 2013 ; Fu et al, 2015 ; Chu and Kim, 2018 ; Hussain et al, 2020 ). In the field of tourism, there are recent studies that go into the background of eWOM ( Yang, 2013 ; Munar and Jacobsen, 2014 ; Lee and Oh, 2017 ; Dixit et al, 2019 ).…”

Section: Literature Reviewmentioning

confidence: 99%

“…The inseparability of the provision of a service and its consumption makes it particularly difficult to assess a service before making use of it ( Litvin et al, 2008 ; Papathanassis and Knolle, 2011 ). Hence, having access to on-line messages significantly reduces uncertainty during the decision-making process in these circumstances ( Yan et al, 2016 ; Hussain et al, 2020 ).…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

The Influence of Quality on eWOM: A Digital Transformation in Hotel Management

Sánchez-González

González-Fernández

2021

Front. Psychol.

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There is no doubt that the use of Internet for purchasing products and services has constituted a crucial change in how people go about buying them. In the era of digital transformation, the possibility of accessing information provided by other users about their personal experiences has taken on more weight in the selection and buying processes. On these lines, traditional word-of-mouth (WOM) has given way to electronic word-of-mouth (eWOM), which constitutes a major social change. This behavior is particularly relevant in the services area, where potential users cannot in advance assess what is on offer. There is an abundant literature analyzing the effects of eWOM on different variables of interest in this sector. However, little is known about the factors that determine eWOM. Thus, the main objective of the present paper is to analyze the impact of two variables (objective quality and perceived quality) on eWOM. Both of them are crucial for potential customers in the process of finding hotel accommodations and they can motivate people to make such comments. The results demonstrate that these variables truly have a significant impact on whether or not users make comments on line. Moreover, it proved possible to observe certain differences according to the profile of the tourist involved and the destination where the hotel is located. In the current changing environment, this information is of great use for hotel managers in order to design strategies according to the type of guest they wish to attract.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

The Influence of Quality on eWOM: A Digital Transformation in Hotel Management

Sánchez-González

González-Fernández

2021

Front. Psychol.

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show abstract

“…In other words, WOM adds a layer to the messages offered by sellers, and influences the decision making of consumers. WOM is broadly viewed as one of the most critical factors driving consumer behavior [40]. As a result, WOM is recognized by various researchers [41,42] as the most significant source of information in terms of consumer buying decisions.…”

Section: Hypothesis 2 (H2)mentioning

confidence: 99%

What Makes Consumers Purchase Mobile Apps: Evidence from Jordan

Al-Adwan

Sammour

2020

JTAER

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Mobile applications (mobile Apps) have changed the ecosystem of the business world. The rapid progression in the market for smart devices and mobile Apps has brought about a revolution with regard to the mobile Apps’ economy. The major revenue stream of this economy is the sale of mobile Apps, with such sales being expected to increase dramatically every year. However, in spite of this, a considerable number of mobile Apps fail to capture consumers’ attention. Additionally, in developing countries such as Jordan, there is lack of research into understanding and determining the major factors that influence consumers’ decisions to purchase mobile Apps. Accordingly, the main objective of this study is to identify the key factors that Jordanian consumers consider in determining whether or not to purchase mobile Apps for their smartphones. To achieve this objective, a mixed-methods approach is adopted. An exploratory study involving a qualitative methods approach (interviews with consumers) is first conducted in order to determine the factors that influence consumers’ purchase behavior decisions. Then, a confirmatory study that employs a quantitative approach (a survey questionnaire) is undertaken to test the proposed model, the building of which is based on the findings of the exploratory study. The results indicate that seven factors are recognized as being pre-eminent when it comes to decisions to purchase mobile Apps. These factors include the price value of the App, App performance, App enjoyment, App trialability, electronic word-of-mouth (eWOM) about the App, App technical reliability and App usefulness. While this study advances our understanding of the main factors that influence mobile Apps purchase, it also reveals useful implications for mobile Apps publishers and developers, in order to promote and increase the sales of Apps.

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“…Yet, it is unclear how important post-purchase activities are to e-commerce and its growth ( Cao et al, 2018 ). Thus, marketers and companies need to understand consumers and their relevant behavior in online shopping systems ( Hussain et al, 2020 ).…”

Section: Introductionmentioning

confidence: 99%

Role of Online Retailers’ Post-sale Services in Building Relationships and Developing Repurchases: A Comparison-Based Analysis Among Male and Female Customers

Javed

Qadeer

et al. 2020

Front. Psychol.

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Customers are skeptical about shopping online because e-commerce environments are typically considered impersonal. To assure product quality and to enhance customer proclivity in such environments, post-sale services (i.e., product returns, exchange, and maintenance) may be considered to alleviate customers’ skepticism. Therefore, this study’s objective is to investigate the role of an online retailer’s post-sale services (i.e., product return, exchange, and maintenance) on customers’ attitudinal (building relationships) and behavioral aspects (developing customers’ repurchase intentions). Structural equation modeling is applied to data collected through an online survey answered by 409 online customers of jd.com (after missing data were removed). Research findings show that product return, exchange, and maintenance services are strongly predictive of online customer satisfaction, and satisfaction significantly impacts customer trust. Both customer satisfaction and trust, as indicators of relationship quality, further mediate the links between product return, exchange, and maintenance services and online customer repurchase intention. In addition, differences between male and female customers were found in various aspects of online retailers’ product return, exchange, and maintenance services. This is the first empirical study that not only examines the influence of all three dimensions of online retailers’ post-sale services on customers’ online shopping perceptions and decisions, but also considers differences between male and female customers. Finally, this research provides theoretical and managerial implications based on conceptual and empirical evidence.

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Consumers’ Motivational Involvement in eWOM for Information Adoption: The Mediating Role of Organizational Motives

Cited by 46 publications

References 83 publications

The Influence of Quality on eWOM: A Digital Transformation in Hotel Management

The Influence of Quality on eWOM: A Digital Transformation in Hotel Management

What Makes Consumers Purchase Mobile Apps: Evidence from Jordan

Role of Online Retailers’ Post-sale Services in Building Relationships and Developing Repurchases: A Comparison-Based Analysis Among Male and Female Customers

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