Motivations to engage in word-of-mouth behavior on social network sites

Luarn, Pin; Huang, Peng; Chiu, Yu Ping; Chen, I‐Jen

doi:10.1177/0266666915596804

Cited by 27 publications

(40 citation statements)

References 69 publications

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“…The result of this study similar to the previous study that revealed informational influence as one of the factors that influence people to engage in WOM (Luarn et al, 2016). The customer has the motivation to affect others by providing some information regarding the product or service.…”

Section: Effect Of Customer Satisfaction As Mediation Variable Betweesupporting

confidence: 86%

Switching Expression or Emotion: Emotional Labor Strategy on Negative Word of Mouth Mediated by Customer Satisfaction

Bakar

Amaliah

Hidayati

2019

JDM

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This experimental study aimed to examine the effect of emotional labor strategy towards the negative WOM mediated by customer satisfaction. Research of emotional labor context has widely examined its impacts on service employees. The limitations in several studies proved that the opportunity in the indirect effect of emotional labor strategy on negative word of mouth (WOM) is still available. Sixty-two participants were involved in this study and divided into two groups (deep acting versus surface acting) by using videos. PROCESS model moderation proved that emotional labor strategy indirectly affects the negative WOM, mediated by customer satisfaction. This study showed that deep acting strategy can enhance customer satisfaction, therefore the negative WOM can be diminished. In contrast, surface acting strategy affects the decrease of customer satisfaction and thus it can raise the intention of the negative WOM. Emotion modification would be more effective through the deep acting strategy in transmitting the positive emotion for the customer, than modification the expression. The satisfaction felt by the customer will decrease the intention to spread negative information about the service provider to other customers.

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Section: Effect Of Customer Satisfaction As Mediation Variable Betweesupporting

confidence: 86%

Switching Expression or Emotion: Emotional Labor Strategy on Negative Word of Mouth Mediated by Customer Satisfaction

Bakar

Amaliah

Hidayati

2019

JDM

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“…Anderson mendefinisikan word-of-mouth sebagai komunikasi informal antara pihak yang dekat tentang bagaimana penilaian mereka mengenai barang dan jasa tertentu (Ring, Tkaczynski, & Dolnicar, 2014). Sementara Bristor menjelaskan bahwa word-of-mouth adalah suatu bentuk komunikasi interpersonal yang melibatkan informasi nonkomersil tentang suatu produk, jasa atau sebuah merk (Larceneux, 2013 (Luarn, Huang, Chiu, & Chen, 2016). recruited artists and added full-song streaming and music videos.…”

Section: Word-of-mouth Dan Internet Buzzerunclassified

Pemanfaatan Media Sosial Sebagai Strategi Kehumasan Digital Di Era Revolusi Industri 4.0

Mizanie¹,

Irwansyah

2019

komunikasi

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PENDAHULUANRevolusi industri ramai dibicarakan beberapa tahun belakangan ini. Saat ini dunia dikatakan sedang memasuki era keempat dalam revolusi. Sebelum era keempat atau yang sering disebut sebagai revolusi industri 4.0, setiap era dalam revolusi industri memiliki karakteristiknya masing-masing. Pada era revolusi pertama atau yang dikenal dengan industri 1.0, karakteristiknya adalah tumbuhnya industri yang menggunakan alat mekanis yang menggunakan tenaga air dan uap. Industri 2.0 ditandai dengan produksi massal, perakitan produk dan munculnya pemanfaatan tenaga listrik. Selanjutnya industri 3.0 membawa karakteristik penggunaan komputer dan mesin-mesin yang ABSTRACT The use of internet and digitalization brought the world towards the fourth industrial revolution or industry 4.0. The characteristic of industry 4.0 is a combination between internet devices and human performance or cyber-physical system. Industry 4.0 provided new public relations strategies to develop. This study aims to discuss more about how the digital public relations in the way to achieve goals which building the reputation. The strategies described in this study focused on social media including electronic word-of-mouth (e-WOM), internet buzzer, social media activist and search engine optimization .Keywords: Digital public relations, industry 4.0, social media, industrial internet, strategy management ABSTRAK Pemanfaatan internet dan digitalisasi membawa masyarakat dunia menuju revolusi industri keempat atau industri 4.0. Era industri 4.0 memiliki karakteristik kombinasi antara perangkat internet dengan kinerja manusia atau cyber-physical system ternyata memberikan banyak strategi komunikasi hubungan masyarakat untuk dikembangkan. Kajian ini bertujuan untuk membahas lebih dalam bagaimana strategi hubungan masyarakat digital dalam usahanya mencapai tujuannya membangun reputasi. Strategi yang diuraikan dalam kajian ini berfokus pada media sosial yang berbentuk electronic wordof-mouth (e-WOM), internet buzzer, aktivis media sosial, dan penggunaan search engine optimization. Kata Kunci: Hubungan masyarakat digital, industri 4.0, media sosial, industri internet, manajemen strategi.

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“…In the literature, several studies aimed to find the significant factors affecting customer engagement in brand communities (Jayasingh and Venkatesh, 2015;Carlson et al, 2017;Guo et al, 2017). They focused on various factor types including social factors such as tie strength, trust, social identity, trust and reciprocity (Chahal et al, 2017;Kang et al, 2016;Carlson et al 2017;Tsai et al, 2017;Bohari, 2016), content based factors such as perceived usefulness and perceived enjoyment (Guo et al, 2017;Carlson et al, 2017;Dessart et al, 2015;Chahal et al, 2017), brand related factors such as satisfaction ore brand image (Dessart et al, 2015;Carlson et al, 2017) and customer related factors such as self image enhancement and altruism (Simon et al, 2016;Jahn et al, 2012;Luarn et al, 2016;Marbach et al, 2016). Heinonen (2017) focused on the effect customer based factors on behavioral, emotional and cognitive dimensions of customer engagement.…”

Section: Th Iadis International Conference Information Systems 2019mentioning

confidence: 99%

“…Various social factors have been proposed as drivers of customer engagement (Simon et al, 2016;de Castro, 2017;Luarn et al, 2016;Carlson et al, 2017;Chahal et al, 2017;Huang et al, 2013). Also, Jahn et al (2012) suggested that one most prominent needs of customers is related to content-oriented area which is based on functional and hedonic values.…”

Section: Antecedents Of Customer Engagementmentioning

confidence: 99%

“…Chang et al (2011) stated that the strong connections and direct ties between community members increase the intensity and sustainability of knowledge exchange in virtual communities. Various studies depicted that tie-strength and social interaction influence customer engagement on social networks (Chahal et al, 2017;Luarn et al, 2016;Jahn et al, 2012).…”

Section: Social Interaction Tiesmentioning

confidence: 99%

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Online Brand Communities in Social Commerce: Identifying Factors Affecting Customer Engagement

Bayraktar¹,

Yıldırım²

2019

12th IADIS International Conference Information Systems 2019

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Social commerce is defined as a new wave of e-commerce in which traditional e-commerce is mediated by social media and social networking services in order to promote online transactions and shopping-related information exchanges. One of the main application of social commerce is 'online brand communities'. Although utilization of social media in order to advance customer brand engagement has proliferated significantly in recent years, most of the companies do not meet the expected level of engagement of their customers. Overall, the key factors that could explain customer engagement are not yet thoroughly identified. Therefore, the current study develops a conceptual customer engagement model that aims to explain customer engagement in online brand communities. Customer engagement in brand social media is related to interactions and communications with the brand and other customers. In this study, the antecedents and outcomes of customer engagement dimensions will be investigated. As different dimensions of engagement can be influenced by factors from different aspects, it is important to cover as many categories as possible. Therefore, the model includes various factor categories including social, brand related, self-oriented and contend related factors drawn from relevant literature. The research instrument was designed, and a pilot study was conducted with 75 participants to assure content validity and to test reliability. The paper contributes to understanding the factors influencing each dimension of customer engagement to brand communities.

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Motivations to engage in word-of-mouth behavior on social network sites

Cited by 27 publications

References 69 publications

Switching Expression or Emotion: Emotional Labor Strategy on Negative Word of Mouth Mediated by Customer Satisfaction

Switching Expression or Emotion: Emotional Labor Strategy on Negative Word of Mouth Mediated by Customer Satisfaction

Pemanfaatan Media Sosial Sebagai Strategi Kehumasan Digital Di Era Revolusi Industri 4.0

Online Brand Communities in Social Commerce: Identifying Factors Affecting Customer Engagement

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