Investigating the Influence of E-Word-of-Mouth on E-Reputation

Castellano, Sylvaine; Dutot, Vincent

doi:10.1080/00208825.2017.1241088

Cited by 26 publications

(25 citation statements)

References 66 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Trust and online reputation are influenced by eWOM, as reported by Anderson and Barton, 1989. Credible and trusted eWOM influences the reputation of e-commerce [ 28 ]. Customer reviews and influencer endorsements can be considered electronic word-of-mouth (eWOM) because they represent customers sharing their experience and evaluation of a product or service with other potential shoppers [ 4 ].…”

Section: Literature Reviewmentioning

confidence: 99%

See 1 more Smart Citation

Customer review or influencer endorsement: which one influences purchase intention more?

Dwidienawati

Tjahjana

Abdinagoro

et al. 2020

Heliyon

View full text Add to dashboard Cite

Informativeness plays a key role in online shopping decisions. Potential customers usually collect useful information and do a comparison before considering the purchase. Electronic word-of-mouth (eWOM) is considered a reliable source of information. Customer reviews and influencer reviews can be considered eWOM. They represent customers' sharing of experience and evaluation of a product or service with other potential shoppers. There is abundant evidence concerning the influence of eWOM on purchase intention. However, there are few studies on influencer reviews and purchase intention. This study aims to investigate the impact of customer review and influencer review to purchase intention and the mediating role of trust to those relationship. A quantitative experimental study (2 Â 1) was conducted. Two hundred respondents from three cities in Greater Jakarta were divided into two groups to self-rate their opinion on customer review, influencer review, trust and purchase intention. Data collected was analysed PLS using SmartPLS. The study results showed that influencer review has a positive impact on purchase intention. On the other hand, customer review failed to show its influence. Trust as a moderating variable was also not validated in this study.

show abstract

Section: Literature Reviewmentioning

confidence: 99%

“…It has been shown in various studies that trust positively influences customers' online purchase intentions, and the higher the degree of consumers' trust, the higher the degree of consumers' purchase intention [ 9 ]. Trust in e-reviews also has a positive impact on choice [ 28 , 40 ].…”

Section: Literature Reviewmentioning

confidence: 99%

Customer review or influencer endorsement: which one influences purchase intention more?

Dwidienawati

Tjahjana

Abdinagoro

et al. 2020

Heliyon

View full text Add to dashboard Cite

show abstract

“…There have been many researches investigating the effect and of users' WOM. For example, in marketplace, lots of researchers have found that online WOM significantly impacts consumers' consumption behaviors [37], product sales performance [10] and reputation [7]. In service industry, users WOM or reviews also play an important role to influence experiencers decision making such as service evaluation, channel selection [28].…”

Section: Online Word-of-mouthmentioning

confidence: 99%

Understanding Patients’ WOM of IT-Enabled Healthcare Service: A Case Study of Online Health Consultation

Liu

Xue

Sun

et al. 2019

Proceedings of the Annual Hawaii International Conference on System Sciences

View full text Add to dashboard Cite

In healthcare context, the service delivery and information management are facilitated via varieties of IT-Enabled collaborative platforms. The effect of IT-Enabled collaboration health service has been extensively explored in recent decades. However, few studies have investigated the IT-Enabled health service from the perspective of patients or health consumers. Our research fills this research gap through a case study of an online health consultation website. The review systems on the website enable patients to write their word of mouth about services and physicians, thus providing us with a material to understand the interests, motivations and expectations of patients. In this work, we utilize four text-analysis techniques: term frequency analysis, sentiment analysis, feature words clustering and topic modelling to mining information from the textual WOM of patients. The results of our research have both theoretical and practical implications for optimizing the IT-Enabled health service, maintaining a harmonious physician-patients' relationship and increasing patients' satisfaction.

show abstract

“…Actively managing the e-reputation helps hotel to shift customer's perceptions, influence their booking decisions, and ultimately, increase the hotel revenue. Stenger (2014) discovered that hotel companies are currently more visible and fragile when faced with the daily customers' reviews on social media and also proved by Castellano & Dutot (2016) in their study that the activity of electronic wordof -mouth influences electronic reputation (e-reputation).…”

Section: Introductionmentioning

confidence: 96%

E-reputation Management of Hotel Indusrty

Anggani¹,

Suherlan²

2020

Preprint

View full text Add to dashboard Cite

The purpose of this study is to find out the e-reputation management of the hotel industry, as well as the social media channels used as the tools of hotel e-reputation building. This study used a qualitative approach by analyzing the in-depth interviews with hotel marketing communication practitioners of 15 hotel companies in Bandung City. The findings identified that e-reputation is considered a crucial factor in determining hotel performance due to the change of customers’ behaviors today and identified also three types of e-reputation management activities implemented by hotel companies, such as online activities, offline activities, and online/offline activities. The results of this study have implications for the hospitality industry, as a reference for formulating their marketing strategies.

show abstract

Investigating the Influence of E-Word-of-Mouth on E-Reputation

Cited by 26 publications

References 66 publications

Customer review or influencer endorsement: which one influences purchase intention more?

Customer review or influencer endorsement: which one influences purchase intention more?

Understanding Patients’ WOM of IT-Enabled Healthcare Service: A Case Study of Online Health Consultation

E-reputation Management of Hotel Indusrty

Contact Info

Product

Resources

About