Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?

Journal of Interactive Marketing

Volumn 18, Issue 1, 2004, Pages 38-52

  Hennig Thurau, Thorsten ^a   Gwinner, Kevin P ^b   Walsh, Gianfranco ^c   Gremler, Dwayne D ^d  

^a BAUHAUS UNIVERSITY WEIMAR   (Germany)

^b KANSAS STATE UNIVERSITY   (United States)

^c LEIBNIZ UNIVERSITY HANNOVER   (Germany)

^d BOWLING GREEN STATE UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 2342475240     PISSN: 10949968     EISSN: None     Source Type: Journal    
DOI: 10.1002/dir.10073     Document Type: Article

References (29)

1. Alicke, M.D., Braun, J.C, Glor, J.E., Klotz, K.L., Magee, J., Sederholm, H., & Siegel, R. (1992). Complaining Behavior in Social Interactions. Personality and Social Psychology Bulletin, 18(3), 286-295.
2. Anderson, E.W. (1998). Customer Satisfaction and Word-of-Mouth. Journal of Service Research, 1(1), 1-14.
3. Armstrong, A., & Hagel, J., III. (1996). The Real Value of On-line Communities. Harvard Business Review, 74 (May-June), 134-141.
4. Bagozzi, R.P., & Yi, Y. (1988). On the Evaluation of Structural Equation Models. Journal of the Academy of Marketing Science, 16(Spring), 74-94.
5. Balasubramanian, S., & Mahajan, V. (2001). The Economic Leverage of the Virtual Community. International Journal of Electronic Commerce, 5(Spring), 103-138.
6. Berkowitz, L. (1970). Experimental Investigations of Hostility Catharsis. Journal of Consulting and Clinical Psychology, 35, 1-7.
7. Carman, J.M. (1992). Theories of Altruism and Behavior Modification Campaigns. Journal of Macromarketing, 12(Spring), 5-18.
8. Dichter, E. (1966). How Word-of-Mouth Advertising Works. Harvard Business Review, 44(November-December), 147-166.
9. Engel, J.F., Blackwell, R.D., & Miniard, P.W. (1993). Consumer Behavior (8th ed.). Fort Worth: Dryden Press.
10. Fischer, E., Bristor, J., & Gainer, B. (1996). Creating or Escaping Community?: An Exploratory Study of Internet Consumers' Behaviors. Advances in Consumer Research, 23, 178-182.
11. Fornell, C., & Larcker, D.F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(February), 39-50.
12. Granitz, N.A., & Ward, J.C. (1996). Virtual Community: A Sociocognitive Analysis. Advances in Consumer Research, 23, 161-166.
13. Harrison-Walker, L.J. (2001). E-complaining: A Content Analysis of an Internet Complaint Forum. Journal of Services Marketing, 15(5), 397-412.
14. Heider, F. (1946). Attitudes and Cognitive Organization. Journal of Psychology, 21, 107-112.
15. Heider, F. (1958). The Psychology of Interpersonal Relations. New York: Wiley.
16. Lawler, E.E., III. (1984). The Strategic Design of Reward Systems. In C. Fombrun, N. Tichy, & M. Devanna (Eds.), Strategic Human Resource Management (pp. 127-147). New York: Wiley.
17. Malhotra, N.K. (1993). Marketing Research: An Applied Orientation. Englewood Cliffs, NJ: Prentice Hall.
18. McWilliam, G. (2000). Building Stronger Brands Through Online Communities. Sloan Management Review, 41 (Spring), 43-54.
19. Nagel, T. (1970). The Possibility of Altruism. Oxford, England: Clarendon.
20. Newcomb, T.M. (1953). An Approach to the Study of Communicative Acts. Psychological Review, 60, 393-404.
21. Oliver, R.L. (1999). Whence Customer Loyalty? Journal of Marketing, 63, 33-44.
22. Oliver, R.L., & Swan, J.E. (1989). Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach. Journal of Marketing, 53(2), 21-35.
23. Paul, E.F., Miller, F.D., Jr., & Paul, J. (1993). Altruism. Cambridge, UK: Cambridge University Press.
24. Price, L.L., Feick, L.F., & Guskey, A. (1995). Everyday Market Helping Behavior. Journal of Public Policy & Marketing, 14(2), 255-266.
25. Richins, M.L., & Root-Shaffer, T. (1988). The Role of Involvement and Opinion Leadership in Consumer Word-of-Mouth: An Implicit Model Made Explicit. Advances in Consumer Research, 15, 32-36.
26. Stauss, B. (1997). Global Word of Mouth. Service Bashing on the Internet is a Thorny Issue. Marketing Management, 6(3), 28-30.
27. Stauss, B. (2000). Using New Media for Customer Interaction: A Challenge for Relationship Marketing. In T. Hennig-Thurau & U. Hansen (Eds.), Relationship Marketing (pp. 233-253). Berlin: Springer.
28. Sundaram, D.S., Mitra, K., & Webster, C. (1998). Word-of-Mouth Communications: A Motivational Analysis. Advances in Consumer Research, 25, 527-531.
29. Zajonc, R.B. (1971). The Concepts of Balance, Congruity, and Dissonance. In P. Suedfeld (Ed.), Attitude Change (pp. 63-85). Chicago: Aldine-Atherton.