Engaging customers through credible and useful reviews: the role of online trust

Shaheen, Musarrat; Zeba, Farrah; Chatterjee, Namrata; Krishnankutty, Raveesh

doi:10.1108/yc-01-2019-0943

Cited by 31 publications

(31 citation statements)

References 64 publications

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“…Previous studies acknowledge such a relationship-for example, a study by Lee and Hong (2019) showed that review helpfulness influences eWOM adoption. Other studies found similar results, including Shaheen et al (2019) and Ruangkanjanases et al (2021).…”

Section: The Mediating Effect Of Ewom Adoptionsupporting

confidence: 76%

Section: Trustworthinessmentioning

confidence: 99%

“…Lis and Horst (2013) researched the relationship between trustworthiness and referral credibility and discovered that recipients of eWOM reviews depend heavily on the sender's trustworthiness. Trust is believed to be based on someone's willingness or capacity to rely on another person (Bulut & Karabulut, 2018; Shaheen et al, 2019). Consequently, it can be inferred that the trustworthiness of the service provider leads to the eWOM acceptance, which in turn affects the buying intention:Hypothesis Trustworthiness has a positive impact on eWOM credibility .…”

Section: Elaboration Likelihood Modelmentioning

confidence: 99%

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A meta‐analysis of the elaboration likelihood model in the electronic word of mouth literature

Moradi

Zihagh

2022

Int J Consumer Studies

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Several studies have been conducted to determine the factors influencing online consumers to adopt the information embedded in electronic word of mouth (eWOM). The amount of existing research and the inconsistency of certain conclusions need the development of an all‐encompassing model capable of synthesizing previous findings. Thus, this meta‐analysis study synthesizes current research on eWOM, which will aid in reconciling results about the variables impacting eWOM adoption and consumers' behavioural intentions. This study utilizes data from 89 research in a two‐stage structural equation model (TSSEM). The findings show that eWOM usefulness and credibility impact behavioural intentions, and eWOM adoption plays a mediating role in these relationships. The results further signify the moderating effects of social networking sites (SNS) and e‐commerce platforms on the adoption behaviour. Building on the elaboration likelihood model (ELM), this study shows that the central route to persuasion is the dominant predictor of eWOM adoption on e‐commerce sites. In contrast, the peripheral route tends to dominate on social networking sites. The findings improve the current understanding of the diffusion of online information, which can alter consumers' behavioural intentions. The study finally provides managers with specific recommendations for maximizing the effectiveness of eWOM propagation through online channels.

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Section: The Mediating Effect Of Ewom Adoptionsupporting

confidence: 76%

Section: Trustworthinessmentioning

confidence: 99%

Section: Elaboration Likelihood Modelmentioning

confidence: 99%

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A meta‐analysis of the elaboration likelihood model in the electronic word of mouth literature

Moradi

Zihagh

2022

Int J Consumer Studies

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“…In line with Dharmesti et al (2021), the current results also suggest that YRIs tend to search for information on various online platforms such as social media apps. According to Shaheen et al (2020), information such as online reviews seems to be helpful in building trust among members of the younger generation.…”

Section: Jframentioning

confidence: 99%

No trust, no use: how young retail investors build initial trust in financial robo-advisors

Nourallah

Amin

2022

JFRA

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Purpose The purpose of this study is to describe and analyse the effect of a set of determinants on initial trust and behavioural intention to use financial robo-advisors (FRAs). Design/methodology/approach The theory of perceived risk and the behavioural finance paradigm were used to develop a conceptual model of retail investors’ initial trust in FRAs. Data collected from 554 young retail investors (YRIs) from Sweden and Malaysia were analysed using structural equation modelling. Findings The results of this study indicate that the amount of public information, social media information-seeking and a rational decision style are significantly related to initial trust in FRAs, which in turn is significantly and positively related to the behavioural intention to use this technology. However, none of the risks under study significantly affect the initial trust in FRAs. Practical implications Information is vital to inducing YRIs to rely on FRAs, so the more public and social media information is available, the higher their intention to use this technology. However, YRIs vary in decision style, and the results suggest implementing a more sophisticated system than the current “one-size-fits-all” approach to YRI behaviour. Originality/value The empirical-based model enhances the knowledge of the initial phase of trust-building, when YRIs lack sufficient experience of FRAs. By collecting data from two countries, the study’s novel conclusions may help in developing effective FRA services for the youth segment.

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“…Also, Gunasekaran, Marri, McGaughey, and Nebhwani (2002) have stated that product availability makes e‐commerce effective. To them, customer satisfaction can only be ascertained when the products are physically in their hands (Leung, Daniel, Mo, Wu, & Huang, 2020; Mangiaracina, Perego, Seghezzi, & Tumino, 2019; Shaheen, Zeba, Chatterjee, & Krishnankutty, 2020). Mangiaracina et al (2019) demonstrate that late delivery has a negative impact on customer satisfaction than a transport or traffic obstacle.…”

Section: Literature Reviewmentioning

confidence: 99%

Determinants of investor satisfaction with e‐commerce platforms and traded products in student housing development in Ghana

Attakora‐Amaniampong

Miller

Aziabah

2020

E J Info Sys Dev Countries

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Globalization and its attendant expansion of businesses continue to create opportunities for the use of e‐commerce. E‐commerce is noted for contributing to cost reduction, capital expansion, efficiency and high client satisfaction in businesses. Unfortunately, there is dissatisfaction among investors in student housing with the application of e‐commerce in Ghana. This study examined the key factors influencing satisfaction among investors in student housing with e‐commerce platforms and traded products in Ghana. A concurrent mixed design based on survey and interviews, as well as an Exploratory Factor and thematic analyses of data were used. Whereas security and interface features were key factors influencing investors' satisfaction with e‐commerce platforms, product availability and quality of packaging were key factors influencing investors' satisfaction with traded products. It would be worthwhile for website designers to consider these factors in designing websites. Also, by considering these factors, suppliers can increase their revenues. Furthermore, the results of this exploratory factor analysis means that further confirmatory studies may be conducted to validate the findings.

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Engaging customers through credible and useful reviews: the role of online trust

Cited by 31 publications

References 64 publications

A meta‐analysis of the elaboration likelihood model in the electronic word of mouth literature

A meta‐analysis of the elaboration likelihood model in the electronic word of mouth literature

No trust, no use: how young retail investors build initial trust in financial robo-advisors

Determinants of investor satisfaction with e‐commerce platforms and traded products in student housing development in Ghana

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