Investigating community members’ eWOM effects in Facebook fan page

Hsu, Li-Chun; Chih, Wen‐Hai; Liou, Dah‐Kwei

doi:10.1108/imds-07-2015-0313

Cited by 26 publications

(38 citation statements)

References 96 publications

(120 reference statements)

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“…Sense of virtual community or membership is defined as members' sense of belonging to the community (Hsu et al, 2016). A high sense of membership indicates high trust and strong relationships among community members (Royo-Vela and Casamassima, 2011).…”

Section: Sense Of Virtual Communitymentioning

confidence: 99%

eWOM credibility: a comprehensive framework and literature review

Verma

Dewani

2020

OIR

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PurposeThe purpose of this paper is to provide a comprehensive review on electronic word-of-mouth (eWOM) credibility. Further, the authors propose a comprehensive and integrated model on eWOM credibility.Design/methodology/approachThe authors conducted a systematic review of the extant literature on marketing, sociology and psychology to identify the factors that affect eWOM credibility. Further, the authors developed themes and identified factors which lead to eWOM credibility.FindingsFour factors were identified, i.e. content, communicator, context and consumer, which affect eWOM credibility. Several variables associated with these four factors were identified, which result in eWOM credibility. Further, the authors developed 22 propositions to explain the causal relationship between these variables and eWOM credibility.Research limitations/implicationsThe conceptual model needs empirical validation across various eWOM platforms, i.e. social networking websites, e-commerce websites, etc.Practical implicationsManagers and e-commerce vendors can use these inputs to develop specific design elements and assessment tools which can help consumers to identify credible eWOM messages. Credible eWOM messages, in turn, will increase the “trust” and “loyalty” of the customers on e-commerce vendors.Originality/valueThis paper provides a conclusive takeaway of eWOM credibility literature by integrating multiple perspectives and arguments from the extant literature. This study also presents an integrated model, which provides a theoretical framework for researchers to further examine the interaction effect of various variables, which results in eWOM credibility.Peer reviewThe peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-06-2020-0263

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Section: Sense Of Virtual Communitymentioning

confidence: 99%

eWOM credibility: a comprehensive framework and literature review

Verma

Dewani

2020

OIR

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“…WOM is defined as communication to exchange opinions and product and service information in people's social network [25,26]. In the information systems and communications field, scholars created the term electronic WOM (e-WOM) because people are now using the Internet to communicate with their social network members [27][28][29]. The WOM network includes everyone who connects to the Internet using computers or mobile phones.…”

Section: Word Of Mouth (Wom)mentioning

confidence: 99%

e-Commerce Sustainability: The Case of Pinduoduo in China

et al. 2019

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Internet-based platforms are competing fiercely in the Chinese market by fostering an omni-channel shopping ecosystem. Companies have grouped under two giants, Alibaba and Tencent, leading to one-to-many competition dynamics in the Chinese market. In the midst of this competition, the three-year-old Pinduoduo has gained attention with its fast growth, positioning itself as the third biggest e-commerce platform in China with 19.4% of the market share. Pinduoduo has targeted a niche market made up of cheap products, low-income workers, and small business owners in small cities. Recently, however, many Pinduoduo users have returned to their former platforms, due to the proliferation of fake and low-quality products on the platform. Our study aims to investigate the reasons that prompted users to return to other platforms after their Pinduoduo experience. We conducted in-depth interviews to understand this phenomenon and built a research model based on risk theory and the customer resistance to change (CRC) framework. Results suggest that switching costs and relative attractiveness influence CRC, while risk perceptions form negative attitudes toward CRC, which finally result in negative word of mouth. Finally, theoretical and practical implications are discussed.

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“…In the past 50 years, numerous scholars have argued that word-of-mouth (WOM) was a crucial research issue [ 22 , 23 , 24 ]. Arndt [ 22 ] reported that WOM is a “marketplace information dissemination mechanism in which customer opinions concerning identified enterprises, products/services, and consumer experiences are communicated through informal interpersonal interactions”.…”

Section: Research Model Literature and Hypothesesmentioning

confidence: 99%

Investigating Effect of Service Encounter, Value, and Satisfaction on Word of Mouth: An Outpatient Service Context

Hsu

2018

IJERPH

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This study investigates the relationships among service encounter, service value, patient satisfaction, and word-of-mouth (WOM) intention from the viewpoint of interactive marketing. Data were collected using a questionnaire survey. A total of 372 questionnaires were obtained and 350 of these questionnaires were valid (94.09%), and a structural equation model was used to analyze the data. This study proposed seven hypotheses, and five of the seven hypotheses were supported. Service encounters indirectly affect their patient WOM through service value and satisfaction. Therefore, service value and satisfaction play a crucial mediating role in linking service encounters and WOM. This study determined WOM intentions in an outpatient service context and provides crucial business implications for teaching hospitals to enable them to improve their service quality and achieve a sustainable operation.

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Investigating community members’ eWOM effects in Facebook fan page

Cited by 26 publications

References 96 publications

eWOM credibility: a comprehensive framework and literature review

eWOM credibility: a comprehensive framework and literature review

e-Commerce Sustainability: The Case of Pinduoduo in China

Investigating Effect of Service Encounter, Value, and Satisfaction on Word of Mouth: An Outpatient Service Context

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