What drives electronic word-of-mouth on social networking sites? Perspectives of social capital and self-determination

Wang, Tien; Yeh, Ralph Keng-Jung; Chen, Charlie; Tsydypov, Zorikto

doi:10.1016/j.tele.2016.03.005

Cited by 150 publications

(119 citation statements)

References 73 publications

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“…Higher customer satisfaction (both transaction-specific and cumulative satisfaction) formulates and preserves more sustainable and long-term relationships between customers and service providers [5]. Satisfied customers tend to maintain their intention of use and are likely to have positive WOM communication as well [17,18]. Satisfied customers are more likely to be motivated to share their experiences using WOM with other Web 2.0 users [42,43].…”

Section: Hypothesis 2a (H2a)mentioning

confidence: 99%

“…They argued that if customer perception of service quality is high, consumers will recommend the service to others, which may also indicate the sustainable use intention of the consumer. The SNS has become the universal e-WOM channel, through which brand-related information and influence usage intention, decision-making, and attitudes toward services are shared [18]. Additionally, it has been suggested that e-WOM has a significant positive influence on the continuous usage intention of Web 2.0 users [17].…”

Section: Hypothesis 3b (H3b)mentioning

confidence: 99%

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Does Multidimensional Service Quality Generate Sustainable Use Intention for Facebook?

Hossain

Kim

2018

Sustainability

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While social networking services (SNS) have led to major economic and social transformations worldwide, it is becoming increasingly important to understand what constitutes the sustainable use of SNS. The current study focuses on Facebook and examines the impact of multidimensional and hierarchical service quality on sustainable use intention. Structural equation modeling is used to analyze the data that has been collected through online surveys. The results show that all four dimensions of service quality (outcome quality, environment quality, interaction quality, and social quality) have significant positive effects on satisfaction. Satisfaction is found to be a reasonable predictor of sustainable use intention and word-of-mouth (WOM) communication, and the influence of WOM on sustainable use intention is also confirmed. Among all the dimensions, outcome quality and interaction quality influence WOM most strongly. The findings from this study bridge a literature gap in the context of SNS by demonstrating how SNS managers can improve service quality, leading to increases in satisfaction, WOM, and sustainable use intention.

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Section: Hypothesis 2a (H2a)mentioning

confidence: 99%

Section: Hypothesis 3b (H3b)mentioning

confidence: 99%

Does Multidimensional Service Quality Generate Sustainable Use Intention for Facebook?

Hossain

Kim

2018

Sustainability

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“…Researchers have recognized the growing importance of e-WOM in e-businesses [19], [20]. However, despite the growing importance of e-WOM, little empirical research has examined how consumers are actively engaging with e-WOM in a context of social networking sites.…”

Section: Introductionmentioning

confidence: 99%

The Impact of Electronic-Word-of Mouth on e-Loyalty and Consumers’ e-Purchase Decision Making Process: A Social Media Perspective

Perera¹,

Nayak²,

Nguyen³

2019

IJTEF

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The idea behind the concept of Electronic Wordof-Mouth (e-WOM) is important to the visibility of individuals and businesses on social media. Although the e-WOM is increasingly adopting in Vietnam, the association of e-WOM with social media among Vietnamese is an under-researched area.Accordingly, drawing on Social Cognitive Theory, this study aims to identify the role of e-WOM in developing e-loyalty and thus e-purchase. This study develops a model consisting of e-WOM as an independent variable, e-loyalty, and e-purchase as dependent variables, and information credibility, information quality and information usefulness as mediating variables. Analyzing the data obtained from 120 online brand members, this study shows that e-WOM has a significant positive impact on e-loyalty and e-purchase. Furthermore, information credibility, information quality, and information usefulness strengthened the relationship between e-WOM and e-loyalty. Index Terms-e-loyalty, e-purchase, e-WOM, social media.Rajkishore Nayak is currently a senior lecturer at the Centre of Communication and Design, RMIT University, Vietnam. He completed his Ph.D from the School of Fashion and Textiles, RMIT University, Australia. He has around 15 years' experience in teaching and research related to fashion and textiles. He published about 90 peer-reviewed papers in national and international journals. Recently, Rajkishore was awarded with the "RMIT

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“…SNSs are well-accepted online platforms for building social relationships between people and enabling them to share their activities, interests, opinions, or information, which creates a fantastic consumer-self marketing communication known as word-of-mouth (WOM). With the rapid growth of internet and information technology, SNSs became the universal electronic WOM (eWOM) channel to share brand-related information through their mobility, ubiquity, and interactivity [1]; they have influence on usage intention, decision-making, and attitude toward services [2,3]. On average, referred customers are 18% more likely to stay with their existing service provider than others, generating 16% more profits [4].…”

Section: Introductionmentioning

confidence: 99%

Nexus of Electronic Word-Of-Mouth to Social Networking Sites: A Sustainable Chatter of New Digital Social Media

et al. 2019

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The purpose of this study was to examine how electronic word-of-mouth (eWOM) communication of Facebook is influenced by social exchanges, social capital, and service quality dimensions. The online survey was conducted with a pre-tested and self-administered questionnaire, and a structural equation model was used to examine the hypothetical relationships. The results of the structural model provide insights into four key antecedents for the effective use of eWOM communication from a social capital and exchange perspective. In particular, reciprocity, tie strength, trust, and interaction service quality significantly and positively influence eWOM communication, demonstrating that social media users engage in online communication when they have a positive perception toward these psychological dimensions. The comprehensive study offers an extended theoretical perspective on eWOM literature for emerging market context and clearly examines the influencing factors of eWOM that remain to be addressed in this context. Since eWOM is widely used in social media to promote viral marketing through its powerful connection and interpersonal relationship-building capabilities, the results of the study have important implications for the practitioners with respect to sustainable advertising and business strategies.

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What drives electronic word-of-mouth on social networking sites? Perspectives of social capital and self-determination

Cited by 150 publications

References 73 publications

Does Multidimensional Service Quality Generate Sustainable Use Intention for Facebook?

Does Multidimensional Service Quality Generate Sustainable Use Intention for Facebook?

The Impact of Electronic-Word-of Mouth on e-Loyalty and Consumers’ e-Purchase Decision Making Process: A Social Media Perspective

Nexus of Electronic Word-Of-Mouth to Social Networking Sites: A Sustainable Chatter of New Digital Social Media

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