Abstract: Due to the emergence of the Internet, it has extended the traditional Word-of-Mouth (WOM) to a new form called “Electronic Word-of-Mouth (eWOM).” Unlike traditional WOM, eWOM is able to present information in various ways by applying different components. Each eWOM component generates different effects on online consumer behavior. This research investigates the effects of Webcare (responding message) from product/ service providers on negative eWOM by applying two types of products (search and experience). The proposed conceptual model was developed based on the combination of the stages in consumer decision-making process, theory of reasoned action (TRA), theory of planned behavior (TPB), the technology acceptance model (TAM), the information integration theory and the elaboration likelihood model. The methodology techniques used in this study included multivariate analysis of variance (MANOVA) and multiple regression analysis. The results suggest that Webcare does slightly increase Thai online consumer’s perceptions on perceived eWOM trustworthiness, information diagnosticity and quality. For negative eWOM, we also found that perceived eWOM Trustworthiness, perceived eWOM diagnosticity and quality have a positive relationship with eWOM influence whereas perceived valence has a negative relationship with eWOM influence in Thai online consumers.
Abstract: Nowadays, Internet enables its users to share the information online and to interact with others. Facing with numerous information, these Internet users are confused and begin to rely on the opinion leaders’ recommendations. The online opinion leaders are the individuals who have professional knowledge, who utilize the online channels to spread word-of-mouth information and who can affect the attitudes or even the behavior of their followers to some degree. Because utilizing the online opinion leaders is seen as an important approach to affect the potential consumers, how to identify them has become one of the hottest topics in the related field. Hence, in this article, the concepts and characteristics are introduced, and the researches related to identifying opinion leaders are collected and divided into three categories. Finally, the implications for future studies are provided.
Abstract: Structural Equation Modeling (SEM) was used to test
a hypothesized model explaining Malaysian hypermarket customers’
perceptions of brand trust (BT), customer perceived value (CPV) and
perceived service quality (PSQ) on building their brand loyalty
(CBL) and generating positive word-of-mouth communication
(WOM). Self-administered questionnaires were used to collect data
from 374 Malaysian hypermarket customers from Mydin, Tesco,
Aeon Big and Giant in Kuala Lumpur, a metropolitan city of
Malaysia. The data strongly supported the model exhibiting that BT,
CPV and PSQ are prerequisite factors in building customer brand
loyalty, while PSQ has the strongest effect on prediction of customer
brand loyalty compared to other factors. Besides, the present study
suggests the effect of the aforementioned factors via customer brand
loyalty strongly contributes to generate positive word of mouth
communication.
Abstract: Electronic Word-Of-Mouth (eWOM) communities
represent today an important source of information in which more
and more customers base their purchasing decisions. They include
thousands of reviews concerning very different products and services
posted by many individuals geographically distributed all over the
world. Due to their massive audience, eWOM communities can help
users to find the product they are looking for even if they are less
popular or rare. This is known as the long tail effect, which leads to a
larger number of lower-selling niche products. This paper analyzes
the long tail effect in a well-known eWOM community and defines a
tool for finding niche products unavailable through conventional
channels.
Abstract: Because of the outbreak of mad cow disease and bird flu, consumers have become more concerned with quality and safety of meat and poultry. As a consequence, meat traceability has been implemented as a tool to raise the standard in the meat production industry. In Thailand, while traceability is relatively common among the manufacturer-wholesaler-retailers cycle, it is rarely used as a marketing tool specifically designed to persuade consumers who are the actual meat endusers. Therefore, the present study attempts to understand what influences consumers to spread their words-of-mouth (WOM) regarding meat with traceability by conducting a study in Thailand where research in this area is rather scant. Data were collected from one hundred and sixty-seven consumers in the northeastern region and analyzed with SEM. The study results reveal that perceived usefulness of traceability system, social norms, and product class knowledge are significant antecedents where consumers spread positive words regarding meat with traceability system. A number of theoretical and managerial implications as well as future study directions are offered at the end of this study report.
Abstract: The tourism industry has been widely used to eradicate poverty, due to the ability to generate income, employment as well as improving the quality of life. The industry has faced rapid growth with support from local residents who were involved directly and indirectly in tourism activities. Their support and behaviour does not only facilitate in boosting tourists’ satisfaction levels, but at the same time it contributes to the word-of-mouth promotion among the visitors. In order to ensure the success of the industry, the involvement and participation of the local communities are pertinent. This paper endeavours on local community attitudes, benefit and their support toward future tourism development in Tioman Island. Through a series of descriptive and factor analyses, various useful understandings on the issues of interest revealed. The findings indicated that community with personal benefit will support future development. Meanwhile, the finding also revealed that the community with negative perception still supports future tourism development due to their over reliance on this sector as their main source of income and destination development means.
Abstract: Web-based technologies have created numerous
opportunities for electronic word-of-mouth (eWOM) communication.
There are many factors that affect customer adoption and decisionmaking
process. However, only a few researches focus on some
factors such as the membership time of forum and propensity to trust.
Using a discrete-time event simulation to simulate a diffusion model
along with a consumer decision model, the study shows the effect of
each factor on adoption of opinions on on-line discussion forum. The
purpose of this study is to examine the effect of factor affecting
information adoption and decision making process. The model is
constructed to test quantitative aspects of each factor. The simulation
study shows the membership time and the propensity to trust has an
effect on information adoption and purchasing decision. The result of
simulation shows that the longer the membership time in the
communities and the higher propensity to trust could lead to the
higher demand rates because consumers find it easier and faster to
trust the person in the community and then adopt the eWOM. Other
implications for both researchers and practitioners are provided.
Abstract: After allowing direct flights from Mainland China to
Taiwan, Chinese tourists increased according to Tourism
Bureaustatistics. There are from 0.19 to 2 million tourists from 2008 to
2011. Mainland China has become the main source of Taiwan
developing tourism industry. Taiwanese government should know
more about comments from Chinese tourists to Taiwan in order
toproperly market Taiwan tourism and enhance the overall quality of
tourism. In order to understand Chinese visitors’ comments, this study
adopts content analysis to analyze electronic word-of-mouth on Web.
This study collects 375 blog articles of Chinese tourists from
Ctrip.com as a database during 2009 to 2011. Through the qualitative
data analysis the traveling destination imagesis divided into seven
dimensions, such as senic spots, shopping, food and beverages,
accommodations, transportation, festivals and recreation activities.
Finally, this study proposes some practical managerial implication to
know both positive and negative images of the seven dimensions from
Chinese tourists, providing marketing strategies and suggestions to
traveling agency industry.
Abstract: This study examines the issue of recommendation
sources from the perspectives of gender and consumers- perceived
risk, and validates a model for the antecedents of consumer online
purchases. The method of obtaining quantitative data was that of the
instrument of a survey questionnaire. Data were collected via
questionnaires from 396 undergraduate students aged 18-24, and a
multiple regression analysis was conducted to identify causal
relationships. Empirical findings established the link between
recommendation sources (word-of-mouth, advertising, and
recommendation systems) and the likelihood of making online
purchases and demonstrated the role of gender and perceived risk as
moderators in this context. The results showed that the effects of
word-of-mouth on online purchase intentions were stronger than those
of advertising and recommendation systems. In addition, female
consumers have less experience with online purchases, so they may be
more likely than males to refer to recommendations during the
decision-making process. The findings of the study will help
marketers to address the recommendation factor which influences
consumers- intention to purchase and to improve firm performances to
meet consumer needs.