The Paradoxes of Word of Mouth in Electronic Commerce

Lin, Zhijie; Heng, Cheng-Suang

doi:10.1080/07421222.2015.1138572

Cited by 37 publications

(12 citation statements)

References 58 publications

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“…According to the expectation-confirmation theory, one would expect the performance of the product/service before use, and if their expectations are confirmed, they tend to show positive attitudes towards these products/services. In this case, if the positive comments from others are received and confirmed by the potential buyers, they tend to be satisfied with these products/services [112].…”

Section: Discussionmentioning

confidence: 97%

Investigating the Impact of Critical Factors on Continuance Intention towards Cross-Border Shopping Websites

2019

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With the intensification of globalization and the widespread adoption of the internet, cross-border e-commerce has become a popular way of shopping. In order to investigate the sustainable development of the cross-border online purchase intention, we propose the framework that uses electronic word of mouth, perceived value, website design quality, trust, perceived risk and the uncertainty avoidance index as the exogenous variables, which influenced the continuance intention towards cross-border shopping and was mediated by the satisfaction of the customers. The results showed: (1) Among all the suggested independent variables, electronic word of mouth, website design quality, trust and the uncertainty avoidance index significantly predicted the satisfaction of the customers; (2) Customer satisfaction towards the websites significantly predicted the continuance intention of users. A detailed explanation of the results and implications for the theoretical and managerial implications for practitioners and academic researchers in the sustainable promotion and development of e-commerce is discussed.

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Section: Discussionmentioning

confidence: 97%

Investigating the Impact of Critical Factors on Continuance Intention towards Cross-Border Shopping Websites

2019

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“…Both effects are intertwined, so the direct impacts of satisfaction on financial performance are difficult to predict accurately. Lin and Heng [86] proposed the "WOM valence paradox," which argues that positive eWOM valence for a firm drives sales growth as well as heightens consumer expectations. As business growth increases, the company is unable to cope, leading to unmet consumer expectations and negative WOM and decreased sales.…”

Section: Discussionmentioning

confidence: 99%

An Empirical Investigation of the Longitudinal Effect of Online Consumer Reviews on Hotel Accommodation Performance

et al. 2020

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This study empirically investigates the effects of online consumer reviews on hotel accommodation performance in an e-commerce context. Online consumer reviews include two types: online consumer satisfaction and electronic word-of-mouth (eWOM). eWOM was also regarded as the proxy of consumer loyalty. Hotel-level online consumer reviews from three well-known online travel agencies (i.e., Agoda.com, Expedia.com, and Trip.com) and financial data from 88 hotels were combined and analyzed using the Hayes’ PROCESS Macro. Based on the service-profit chain (SPC) framework, the two forms of online consumer reviews, satisfaction, and eWOM, were hypothesized to have positive effects on performance. The hypothetic effects were assessed in terms of the concurrent model and three lagged models. The results indicate that satisfaction has a positive effect on eWOM. However, to our great surprise, the two forms of online consumer reviews did not directly affect hotel accommodation performance across the concurrent model and the three lagged models. Additionally, online consumer satisfaction did not influence hotel accommodation performance via eWOM. The results have several important theoretical and practical implications for online consumer relationship management in the hospitality and tourism industry. The results of this study can further clarify the relationships among online consumer satisfaction and eWOM (customer loyalty), and performance.

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“…Nevertheless, there is a point at which the performance obtained is significantly different from the OCRs, so the stimulus is located outside the zone of tolerance. In this case, individuals feel that their initial perceived positivity was misplaced and develop postconsumption responses which are inconsistent with their initial perception, the perceived positivity exerting a contrasting effect (Bridges, 1993;Lin & Heng, 2015;Yi & La, 2003).…”

Section: How Does the Positive Valence Intensity Of Ocrs Influence Inmentioning

confidence: 99%

When the performance comes into play: The influence of positive online consumer reviews on individuals' post-consumption responses

Ortega

2020

Journal of Business Research

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Although the research on online consumer reviews (OCRs) is broad, several important gaps still exist. This paper aims to bridge some of these gaps by studying the influence of positive OCRs (pOCRs) on post-consumption responses, namely attitude toward the firm and repurchase intentions. It differentiates between whether the performance level during consumption was high or low, that is, whether the product met the objectives set by the consumers. To this end, the paper addresses pOCRs in a twofold approach. First, it analyzes the effect of positive valence intensity, considering neutral-indifferent, moderately positive, and extremely positive OCRs. Second, it tests the influence of individuals' perceived positivity of OCRs. The results show that the same pOCRs may have a positive or a negative influence on individuals' post-consumption responses depending on the performance. Accordingly, the relationship between perceived positivity and post-consumption responses follows U-shaped functional forms.

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The Paradoxes of Word of Mouth in Electronic Commerce

Cited by 37 publications

References 58 publications

Investigating the Impact of Critical Factors on Continuance Intention towards Cross-Border Shopping Websites

Investigating the Impact of Critical Factors on Continuance Intention towards Cross-Border Shopping Websites

An Empirical Investigation of the Longitudinal Effect of Online Consumer Reviews on Hotel Accommodation Performance

When the performance comes into play: The influence of positive online consumer reviews on individuals' post-consumption responses

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