Advertisement

The Impact of e-WOM: Determinants of Influence

  • Manuela López
  • María Sicilia

Abstract

Marketing literature have shown personal influences have a great importance on consumer behavior. Opinions by other consumers have been found to exert a significant impact on consumers’ buying decisions (Arndt, 1967; Chatterjee, 2001; Katz and Lazarfeld, 1955), as well as on post-purchase product perceptions (Bone, 1995). This communication process is called word of mouth (WOM) and it is considered more effective than traditional marketing tools such as personal selling and advertising (Engel et al., 1969; Goldsmith and Horowitz, 2006; Katz and Lazarfeld, 1955).

Keywords

Consumer Research High Education Level Tourism Management Personal Influence Consumer Review 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. Andaleeb, S.S. (1994), “Hospital Advertising: The Influence of Perceptual and Demographic Factors on Consumer Dispositions,” in: Journal of Services Marketing, Vol. 8(1), 48–59.CrossRefGoogle Scholar
  2. Anderson, E. & Salisbury, L. (2003), “The Formation of Market-Level Expectations and Its Covariates,” in: Journal of Consumer Research, Vol. 30, 115–124.CrossRefGoogle Scholar
  3. Arndt, J. (1967), “Role of Product-Related Conversations in the Diffusion of a New Product,” in: Journal of Marketing Research, Vol. 4, 291–295.CrossRefGoogle Scholar
  4. Bansal, H.S. & Voyer, P. A. (2000), “Word-of-Mouth Processes within a Services Purchase Decision Context,” in: Journal of Service Research, Vol. 3, 166–167.CrossRefGoogle Scholar
  5. Berges, M. & Casellas, K. (2006), “Quality Warranties and Food Products in Argentina. What do Consumers Believe in?,” in: International Association of Agricultural Economists Conference, Gold Coast, Australia,Google Scholar
  6. Bickart, B. & Schindler, R. M. (2001), “Internet forums as influential source of consumer information,” in: Journal of Interactive Marketing, Vol 15(3), 31-39.CrossRefGoogle Scholar
  7. Bone, P. F. (1995), “Word-of-mouth effects on short-term and long-term product judgment” in: Journal of Business Research, Vol. 32, 213-223.CrossRefGoogle Scholar
  8. Brown, J. & Reingen, P. (1987), “Social Ties and Word-of-Mouth Referral Behavior,” in: Journal of Consumer Research, Vol. 14, 350-362.CrossRefGoogle Scholar
  9. Brunner, C. & Bennett, D. (1997), “Technology and gender: Differences in masculine and feminine Views,” in: NASSP Bulletin, Vol. 81(592), 46-51.CrossRefGoogle Scholar
  10. Buhalis, D. & Law, R. (2008), “Progress in information technology and tourism management: 20 years on and 10 years after the Internet-The state of eTourism research,” in: Tourism Management, Vol. 29, 609-623.CrossRefGoogle Scholar
  11. Chatterjee, P. (2001), “Online Reviews: Do Consumers Use Them?,” in: Advances in Consumer Research, Vol. 28, 129-133.Google Scholar
  12. Chen S. C., & Dhillon G. S. (2003), “Interpreting Dimensions of Consumer Trust in E-Commerce,” in: Information Technology and Management, Vol. 4(2-3), 303-318.CrossRefGoogle Scholar
  13. Chen, H. Y. & Liu, K. Y. (2008), “Web-based synchronized multimedia lecture system design for teaching/learning Chinese as second language,” in: Computers & Education, Vol. 50, 693-702.CrossRefGoogle Scholar
  14. Chevailer, J. A. & Mayzlin, D. (2006), “The effect of word of mouth on sales: online book reviews” in: Journal of Marketing Research, Vol. 43(3), 345-354.CrossRefGoogle Scholar
  15. Cleveland M.; Babin B. J.; Laroche M. & Bergeron J. (2003), “Information search patterns for gift purchases: a cross-national examination of gender differences,” in: Journal of Consumer Behaviour, Vol. 3(1), 20–47.CrossRefGoogle Scholar
  16. Darley, W. K. & Smith, R. E. (1995), “Gender differences in information processing strategies: An empirical test of the selectivity model in advertising response,” in: Journal of Advertising, Vol. 24, 41–56.Google Scholar
  17. De Bruyn, A. & Lilien, G. L. (2008), “A multi-stage model of word-of-mouth influence of viral marketing,” in: International Journal of Research in Marketing, Vol. 25(3), 151-163.CrossRefGoogle Scholar
  18. Dellarocas, C. (2006), “Strategic Manipulation of Internet Opinion Forums: Implications for Consumers and Firms,” in: Management Science, Vol. 52(10), 1577-1593.CrossRefGoogle Scholar
  19. Dellarocas, C. N., Awad, N. F. & Zhang, X. (2007), “Exploring the Value of Online Product Reviews in Forecasting Sales: The Case of Motion Pictures,” in: Journal of Interactive Marketing, Vol. 21 (4), 23-45.CrossRefGoogle Scholar
  20. Dey, B. & Sarma, M. K. (2010), “Information usage among motive-bassed segments of travelers to newly emerging tourist destinations,” Tourism Management, Vol. 31(3), 341-344.CrossRefGoogle Scholar
  21. Dholakia, R. R. & Chiang, K. P. (2003). “Shoppers in cyberspace: Are they from venus or mars and does it matter?,“ in: Journal of Consumer Psychology, Vol. 13, 171-176.Google Scholar
  22. Ditcher, E. (1966), “How word of mouth advertising works,” in: Harvard Business Review, Vol. 44(6), 147-166.Google Scholar
  23. Dittmar, H., Long, K. & Meek, R. (2004), “Buying on the Internet: Gender Differences in On-Line and Conventional Buying Motivations,” in: Sex Roles, 50 (516), 423–44.CrossRefGoogle Scholar
  24. Duan, W.; Gu, B. & Whinston, A. (2008), “The Dynamics of Online Word-of-Mouth and Product Sales: An Empirical Investigation of the Movie Industry,” in: Journal of Retailing, Vol. 84(2), 233-242.CrossRefGoogle Scholar
  25. Durand, R. M. & Lambert, Z. V. (1985), “Alienation and Criticisms of Advertising,” in: Journal of Advertising, Vol. 14 (3), 9-17.Google Scholar
  26. East, R. (2007), “Researching Word of Mouth,” in: Australian Marketing Journal, Vol. 15, 23-26.CrossRefGoogle Scholar
  27. Eastlick, M. A. & Feinberg, R. A. (1994), “Gender differences in mail-catalog patronage motives,” Journal of Direct Marketing, Vol. 8(2), 37-44.CrossRefGoogle Scholar
  28. Engel, J.F., Blackwell, R.D. & Miniard, P.W. (1969), “Consumer behaviour”, Fort Worth, TX: Dryden.Google Scholar
  29. Evanschitzky, H., & Wunderlich, M. (2006), “An examination of moderator effects in the four-stage loyalty model,” in: Journal of Service Research, Vol. 8 (4), 330–345.CrossRefGoogle Scholar
  30. Feick, L. & Price, L. (1987), ’“The Market Maven: a Diffuser of Marketplace Information,” in: Journal of Marketing, Vol. 51 (1), 83-97.CrossRefGoogle Scholar
  31. Forsythe, S.M. & Shi, B. (2003), “Consumer patronage and risk perceptions in internet shopping,” in: Journal of Business Research, Vol. 56, 867−875.CrossRefGoogle Scholar
  32. Garbarino, E. & Strahilevitz, M. (2004), “Gender differences in the perceived risk of buying online and the effects of receiving a site recommendation,” Journal of Business Research, Vol. 57(7), 768–775.CrossRefGoogle Scholar
  33. Gilly, M. C.; Graham, J. L.; Wolfinbarger, M. F. & Yale, L. J. (1998), “A dyadic study of interpersonal information search,” in: Journal of the Academy of Marketing Science, Vol. 26(2), 83-100.CrossRefGoogle Scholar
  34. Godes, D. & Mayzlin, D. (2004), “Using online conversations to study word-of-mouth communication,” in: Marketing Science, 23(4) 545–560.CrossRefGoogle Scholar
  35. Gogoi, P. (2007). “Retailers take a tip from MySpace,” retrieved from Businessweek.com Web site http://www.businessweek.com/bwdaily/dnflash/content/feb2007/db20070213_626293.html.
  36. Goldsmith, R.E. (2006), “Electronic Word of Mouth”, in: Enciclopedia of E-Commerce, EGovernment and Mobile Commerce, Mehdi Khosrow-Pour, Ed., Hershey, PA: Idea Group Publishing.Google Scholar
  37. Goldsmith, R.E. & Horowitz, D. (2006), “Measuring motivations for online opinion seeking,” in: Journal of Interactive Advertising, Vol. 6(2), available in www.jiad.org.
  38. Greenspan, R. (2003), “Girl Gamers Go Online,” <http://www.clickz.com/stats/sectors/entertainment/article.php/2232941>
  39. Gretzel, U. & Yoo, K. H. (2008), “Use and impact of online travel reviews,” In P. O`Connor, W. Höpken, and U. Gretzel (Eds.). Information and communication technologies in tourism. New York: Springer, 35-46.Google Scholar
  40. Grewal, R., Cline, T. & Davies, A. (2003), “Early-Entrant Advantage, Word-of-Mouth Communication, Brand Similarity, and the Consumer Decision-Making Process,” in: Journal of Consumer Psychology, Vol. 13 (3), 187–197.CrossRefGoogle Scholar
  41. Haubl, G. & Trifts, V. (2000), “Consumer decision making in online shopping environments: the effects of interactive decision aids, ” in: Marketing Science, Vol. 19(1), 4-21.CrossRefGoogle Scholar
  42. Hennig-Thurau, T.; Gwinner K. P.; Walsh G. & Gremler D. D. (2004), “Electronic Word-of-Mouth Via Consumer-Opinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet,” in: Journal of Interactive Marketing, Vol. 18(1), 38-52.CrossRefGoogle Scholar
  43. Herr, P.M., Kardes, F.M. & Kim, J. (1991), “Effects of Word-of-Mouth and Attribute Information on Persuasion: an Accessibility-Diagnosticity Perspective,” in: Journal of Consumer Research, Vol. 17(3), 454-462.CrossRefGoogle Scholar
  44. Hite, R.E., Bellizzi, J.A. & Faser, C. (1988), “A Content Analysis of Ethical Policy Statement Regarding Marketing Activities,” in: The Journal of Business Ethics, Vol. 7, 771-776.CrossRefGoogle Scholar
  45. Huang, C., Lin, T. & Lin, K. (2009), “Factors affecting pass-along email intentions (PAEIs): Integrating the social capital and social cognition theories,” in: Electronic Commerce Research & Applications, Vol. 8(3), 160-169.CrossRefGoogle Scholar
  46. Im, S.; Bayus, B.L. and Mason, C.H. (2003), “An Empirical Study of Innate Consumer Innovativeness, Personal Characteristics, and New-Product Adoption Behavior,” in: Journal of the Academy of Marketing Science, Vol. 31 (1), 61–73.CrossRefGoogle Scholar
  47. Katz, E. & Lazarsfeld, P.F. (1955), “Personal Influence”, Glencoe, IL: Free Press.Google Scholar
  48. Kozinets, R.V.; De Valck, K.; Wojnicki, A.C. & Wilner, S.J.S. (2010), „Networked Narriatives: Understanding Word-of-Mouth Marketing in Online Communities,” in: Journal of Marketing, Vol. 74 (2), 71-89.CrossRefGoogle Scholar
  49. Lambert-Pandraud, R.; Laurent, G. & Lapersonne, E. (2005), “Repeat Purchasing of New Automobiles by Older Consumers: Empirical Evidence and Interpretations,” in: Journal of Marketing, Vol. 69, 97–113.CrossRefGoogle Scholar
  50. Libai, B.; Bolton, R.N.; Bügel, M.S.; Ko de Ruyter; Götz, O., Risselada, H. & Stephen A.T. (2010), “Customer to Customer Interactions: Broadening the Scope of Word of Mouth Research,” in: Journal of Service Research, 13 (3), 267-282.CrossRefGoogle Scholar
  51. Lim, B.C. & Chung, C.M.Y. (2011), “The impact of word-of-mouth communication on attribute evaluation,” in: Journal of Business Research, Vol. 64(1), 18-23.CrossRefGoogle Scholar
  52. Litvin, S.W., Goldsmith, R.E. & Pan, B. (2008), “Electronic word of mouth in hospitality and tourism management,” in: Tourism Management, Vol. 29, 458-468.CrossRefGoogle Scholar
  53. Liu, Y. (2006), “Word-of-mouth for movies: Its dynamics and impact on box office revenue,” in: Journal of Marketing, Vol. 70, 74-89.CrossRefGoogle Scholar
  54. Mahajan, V., Muller, E. & Kerin, R. (1984), “Introduction Strategy for New Products with Positive and Negative Word-of-Mouth,” in: Management Science, Vol. 30 (12), 1389–1404.CrossRefGoogle Scholar
  55. Mayzlin, D. (2006), “Promotional Chat on the Internet,” in: Marketing Science, Vol. 25(2), 155-163.CrossRefGoogle Scholar
  56. Mills, J. & Law, R. (2004), “Handbook of consumer behaviour, tourism and the Internet,” New York: Harworth Hospitality Press.Google Scholar
  57. Mishra, S., Umesh, U.N. & Stem, Jr. D.E. (1993), “Antecedents of the Attraction Effect: An Information-Processing Approach,” in: Journal of Marketing Research, Vol. 30(3), 331-353.CrossRefGoogle Scholar
  58. Novak, T.P., Hoffman, D.L. & Yung, Y.F. (2000), “Measuring the Customer Experience in Online Environments: A Structural Modeling Approach,” in: Marketing Science, 19(1), 22-42.CrossRefGoogle Scholar
  59. Park, D.H. & Kim, S. (2008), “The effects of consumer knowledge on message processing of electronic word of mouth via online consumer reviews,” in: Electronic Commerce Research and Applications, Vol. 7, 399-410.CrossRefGoogle Scholar
  60. Pastore, M. (2001) Young Internet Users Prefer EBrowsing to E-Commerce. Based on surveys from theIpsos-Reid study ‘The Face of the Web: Youth’, on young people between the ages of 12 and 24 in 16 countries. [WWW document]. URL http://www.clikz.com/stats/big_picture/demographics/article.php/707631
  61. Ratchford, B.T., Lee, M. & Talukdar, D. (2003), “The Impact of the Internet on Information Search for Automobiles,” in: Journal of Marketing Research, Vol. 40, 193–209.CrossRefGoogle Scholar
  62. Rodgers, S. & Harris, M. A. (2003), “Gender and e-commerce: An exploratory study,” in: Journal of Advertising Research, Vol. 43(3), 322–329.CrossRefGoogle Scholar
  63. Sen, S. & Lerman, D. (2007), “Why are You Telling me This? An Examination into Negative Consumers Reviews on the Web,” in: Journal of Interactive Marketing, Vol. 21(4), 76-94.CrossRefGoogle Scholar
  64. Shin, K.A. (2007), “Factors influencing source credibility of Consumer Reviews: Apparel Online Shopping. Thesis, Oregon State University.Google Scholar
  65. Shoaf, F., Robert, J., Scattone, M.M. & Maheswaran, D. (1995), “Gender Differences in Adolescent Compulsive Consumption,” in: Advances in Consumer Research, Vol. 22, 500-504.Google Scholar
  66. Smith, V.L. (1993), “When prior knowledge and law collide—Helping jurors use the law,” in: Law and Human Behavior, Vol. 17, 507-536.CrossRefGoogle Scholar
  67. Solnick S.J. & Hemenway, D. (1992), “Complaints and disenrolment at a health maintenance Organization,” in: Journal of Consumer Affair, Vol. 26(1), 90 –103.CrossRefGoogle Scholar
  68. Steffes, E.M. & Burgee, L.E. (2009), “Social ties and online word of mouth,” in: Internet Research, Vol. 19(1), 42–59.CrossRefGoogle Scholar
  69. Stephen, A.T. & Lehmann D.R. (2009), “Why Do People Transmit Word-of-Mouth? The Effects of Recipient and Relationship Characteristics on Transmission Behaviours”, working paper.Google Scholar
  70. Strebel, J., Erdem, T. and Swait J. (2004), “Consumer search in high technology markets: Exploring the use of traditional information channels,” in: Journal of Consumer Psychology, 14 (1/2), 96– 104.CrossRefGoogle Scholar
  71. Tannen, D. (1990), “Gender differences in topical coherence: Creating involvement in best friends’ talk,” in: Discourse Processes, Vol.13, 73-90.CrossRefGoogle Scholar
  72. Trusov, M., Bucklin, R.E. & Pauwels, K. (2009), “Effects of Word-of-Mouth versus Traditional Marketing: Findings from an Internet Social Networking Site,” in: Journal of Marketing, Vol. 73, 90-102.CrossRefGoogle Scholar
  73. Van Slyke, C., Comunale, C.L. & Belanger, F. (2002), “Gender differences in perceptions of Webbased shopping,” in: Communications of the ACM, Vol. 45(7), 82–86.CrossRefGoogle Scholar
  74. Williams, J.R. & Hensel, P.J. (1995), “Direct to Consumer Advertising of Prescription Drugs,” in: Journal of Health Care Marketing, Vol. 15(1), 35–41.Google Scholar
  75. Woodside, A.G. & Dubelaar, C.(2002), “A general theory of tourism consumption systems:A conceptual framework and an empirical exploration,” in: Journal of Travel Research, 41(2),120-132.CrossRefGoogle Scholar
  76. Xia, L. & Bechwati, N. N. (2008), “Word of mouse: the role of cognitive personalization in online consumer reviews,” in: Journal of Interactive Advertising, Vol. 9(1), available in: www.jiad.org.

Copyright information

© Gabler Verlag | Springer Fachmedien Wiesbaden GmbH 2011

Authors and Affiliations

  • Manuela López
    • 1
  • María Sicilia
    • 1
  1. 1.University of MurciaSpain

Personalised recommendations