The effect of emotions, eWOM quality and online review sequence on consumer intention to follow advice obtained from digital services

Mafé, Carla Ruíz; Bigné‐Alcañiz, Enrique; Pérez, Rafael Currás

doi:10.1108/josm-11-2018-0349

Cited by 46 publications

(30 citation statements)

References 82 publications

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“…The growing importance of argument quality is mainly due to the reliable travel SNSs such TripAdvisor, Trippy, Everplaces, Airbnb and TravellersPoint. The findings supported previous studies by Ruiz-Mafe et al (2020), Chong et al (2018) and Tseng and Wang (2016).…”

Section: Discussionsupporting

confidence: 92%

Electronic word-of-mouth in travel social networking sites and young consumers’ purchase intentions: an extended information adoption model

Song

Liew

Sia

et al. 2021

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Purpose Young consumers are increasing using electronic word-of-mouth (eWOM) in travel social networking sites to make purchase decisions. This paper aims to test the extended Information Adoption Model (IAM) that places perceived usefulness and information adoption as consequences of argument quality, source credibility, information quantity and emotive word comprehension, and as an antecedent of purchase intentions. Design/methodology/approach Data are collected through survey questionnaire from 405 hotel young customers in Malaysia, who had experienced travel social networking sites. The hypothesized relationships were analysed using structural equation modelling. Findings The results show that argument quality, source credibility, information quantity and emotive word comprehension have positive effect on the perceived usefulness of eWOM. Perceived usefulness has positive influence on the information adoption of eWOM, which in turn predicts the young consumers’ purchase intentions. Research limitations/implications The present study strengthens and advances the existing literature on tourism, social media and marketing by offering an extension to the IAM. The proposed extended model of IAM is verified and applied effectively in the context of eWOM for travel social networking sites. Practical implications Practitioners and marketers of travel social networking sites can improve the usability and effectiveness of eWOM to attract more young consumers. Originality/value The study contributes to the extension of IAM by adding information quantity and emotive word comprehension. This research validated the significant roles of eWOM argument quality and source credibility in predicting the information usefulness of eWOM.

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Section: Discussionsupporting

confidence: 92%

Electronic word-of-mouth in travel social networking sites and young consumers’ purchase intentions: an extended information adoption model

Song

Liew

Sia

et al. 2021

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“…Specifically, the study focusses on two crucial behavioural intentions, intention to follow the advice posted by a company on its Instagram account and consumer's repurchase intentions. Given the increasing competition in the hospitality industry, it is important to understand the individual's intention to follow the advice posted on Instagram, as this has considerable influence on his or her behavioural decision-making processes (Casal o et al, 2017b;Ruiz-Mafe et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

Engaging consumers through firm-generated content on Instagram

Ballester

Ruiz

2021

SJME

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Purpose The purpose of this paper is to analyse the impact of consumers’ perceptions of the enjoyment and originality of firm-generated content (FGC) posted on Instagram on affective customer engagement (CE). In addition, an examination is undertaken of affective CE as a driver of customer behaviour. Design/methodology/approach The paper takes a quantitative approach using a sample of 334 women followers of an eco-friendly restaurant Instagram account. After validation of the measurement scales, the hypotheses were tested through structural equation modelling. Drawing on the stimuli-organism-response framework the authors posit that consumers’ perceptions of the enjoyment and originality of Instagram posts generate affective CE, which, in turn, influences customer behaviour. Findings The results showed that the perceived enjoyment and perceived originality of Instagram posts generated by an eco-friendly restaurant have a positive influence on affective CE, which, in turn, affects consumers’ recommendation behaviours, intention to follow the restaurant’s advice on Instagram and intention to revisit the restaurant. Originality/value This research provides novel insights into how the perceived enjoyment and originality of FGC posted on Instagram increases women’s affective engagement and expands knowledge of how affective CE might increase positive electronic word-of-mouth, intention to follow the restaurant’s advice and repurchase intentions.

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“…Despite all the efforts that they put into creating stickiness, what makes customers stick around is still vague to social media managers. Given the increasing competition in the hospitality industry, it is important for managers to identify the drivers of the individual's intention to post and adopt the advice of electronic word of mouth (eWOM) reviews posted on social media, as this has considerable influence on his or her information processing and decision-making [18][19][20].…”

Section: Introductionmentioning

confidence: 99%

The Role of Travel Motivations and Social Media Use in Consumer Interactive Behaviour: A Uses and Gratifications Perspective

et al. 2020

Self Cite

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This paper explores the influence of travel motivations and the gratification provided by social media in consumer stickiness to social media, intention to create user-generated content, and electronic word of mouth (eWOM) review adoption. The study follows a mixed-methods approach. First, a concept mapping study was undertaken to identify the main travel motivations and the gratifications provided by social media when consumers search for information on tourism destinations. A second study using structural equation modelling and SmartPLS 3.2.7 with a sample of 401 heavy users of social media showed the relationships between individual travel motivations and gratifications provided by social media and consumer stickiness, intention to share user-generated content (UGC), and eWOM review adoption.

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The effect of emotions, eWOM quality and online review sequence on consumer intention to follow advice obtained from digital services

Cited by 46 publications

References 82 publications

Electronic word-of-mouth in travel social networking sites and young consumers’ purchase intentions: an extended information adoption model

Electronic word-of-mouth in travel social networking sites and young consumers’ purchase intentions: an extended information adoption model

Engaging consumers through firm-generated content on Instagram

The Role of Travel Motivations and Social Media Use in Consumer Interactive Behaviour: A Uses and Gratifications Perspective

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