Conceptualising electronic word of mouth activity: An input-process-output perspective

Marketing Intelligence and Planning

Volumn 29, Issue 5, 2011, Pages 488-516

  Chan, Yolanda Y Y ^a   Ngai, E W T ^a  

^a HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

Author keywords

Classification; Consumer behaviour; Electronic commerce; Non verbal communications

Indexed keywords

EID: 79961158071     PISSN: 02634503     EISSN: None     Source Type: Journal    
DOI: 10.1108/02634501111153692     Document Type: Review

References (149)

1. Aggarwal, P. and Vaidyanathan, R. (2003), "Eliciting online customers preferences: conjoint vs self-explicated attribute-level measurements" in Journal of Marketing Management, Vol. 19, Nos 1/2, pp. 157-77.
2. Albors, J., Ramos, J.C. and Hervasa, J.L. (2008), "New learning network paradigms: communities of objectives, crowd sourcing, wikis and open source" in International Journal of Information Management, Vol. 28, No. 3, pp. 194-202.
3. Andreassen, T.W. and Streukens, S. (2009), "Service innovation and electronic word-of-mouth: is it worth listening to?" in Managing Service Quality, Vol. 19, No. 3, pp. 249-65.
4. Ansari, A., Essegaier, S. and Kohli, R. (2000), "Internet recommendation systems" in Journal of Marketing Research, Vol. 37, pp. 363-75.
5. Arndt, J. (1967), "Word of mouth advertising: a review of the literature", Advertising Research Foundation, New York, NY.
6. Avery, C., Resnich, P. and Zeckhauser, R. (1999), "The market for evaluations" in Amer. Econom. Rev., Vol. 89, No. 3, pp. 564-84.
7. Awad, N. and Ragowsky, A. (2008), "Establishing trust in electronic commerce through online word of mouth: an examination across genders" in Journal of Management Information Systems, Vol. 24, No. 4, pp. 101-21.
8. Bailey, A.A. (2004), "Thiscompanysucks.com: the use of the internet in negative consumer-to-consumer articulations" in Journal of Marketing Communications, Vol. 10, No. 3, pp. 169-82.
9. Bakos, J.Y. and Brynjolfsson, E. (2000), "Bundling and competition on the internet" in Marketing Science, Vol. 19, No. 1, pp. 63-82.
10. Bhatnagar, A. and Ghose, S. (2004), "Online information search termination patterns across product categories and consumer demographics" in Journal of Retailing, Vol. 80, No. 3, pp. 221-8.
11. Bickart, B. and Schindler, R.M. (2001), "Internet forums as influential sources of consumer information" in Journal of Interactive Marketing, Vol. 15, No. 3, pp. 31-40.
12. Black, H.G. and Kelley, S.W. (2009), "A storytelling perspective on online customer reviews reporting service failure and recovery" in Journal of Travel & Tourism Marketing, Vol. 26, No. 2, pp. 169-79.
13. Bourdieu, P. (1986), "The forms of capital" Richardson, J.G. (Ed.), Handbook of Theory and Research for the Sociology of Education, Greenwood, New York, NY.
14. Breazeale, M. (2008), "Word of mouse: an assessment of electronic word-of-mouth research" in International Journal of Market Research, Vol. 51, No. 3, pp. 297-318.
15. Brown, J., Broderick, A.J. and Lee, N. (2007), "Word of mouth communication within online communities: conceptualizing the online social network" in Journal of Interactive Marketing, Vol. 21, No. 3, pp. 2-20.
16. Brown, J.J. and Reingen, P.H. (1987), "Social ties and word-of-mouth referral behavior" in Journal of Consumer Research, Vol. 14, No. 3, pp. 350-62.
17. Bruyn, A.D. and Lilien, G.L. (2008), "A multi-stage model of word-of-mouth influence through viral marketing" in International Journal of Research in Marketing, Vol. 25, No. 3, pp. 151-63.
18. Bushnell, D. (1990), "Input, process, output: a model for evaluating training" in Training and Development Journal, Vol. 44, No. 3, pp. 41-3.
19. Casaló, L.V., Flavián, C. and Guinalíu, M. (2008), "The role of satisfaction and website usability in developing customer loyalty and positive word-of-mouth in the e-banking services" in The International Journal of Bank Marketing, Vol. 26, No. 6, pp. 399-417.
20. Chaiken, S., Liberman, A. and Eagly, A.H. (1989), "Heuristics and systematic information processing within and beyond the persuasion context" in Uleman, J.S. and Bargh, J.A. (Eds.), Unintended thought: Limits of Awareness, Intention, and Control, Guilford Press, Hove, pp. 212-52.
21. Chatterjee, P. (2001), "Online reviews: do consumers use them?" in Advances in Consumer Research, Vol. 28, No. 1, pp. 129-33.
22. Cheema, A. and Purushottam, P. (2009), "Relative importance of online versus offline information for internet purchases: product category and internet experience effects", Journal of Business, Corrected Proof (in Press).
23. Chen, Y. and Xie, J. (2008), "Online consumer review: word-of-mouth as a new element of marketing communication mix" in Management Science, Vol. 54, No. 3, pp. 477-91.
24. Cheong, H.J. and Morrison, M.A. (2008), "Consumers' reliance on product information and recommendations found in UGC" in Journal of Interactive Advertising, Vol. 8, No. 2, pp. 1-29.
25. Cheung, C.M.K., Lee, M.K.O. and Rabjohn, N. (2008), "The impact of electronic word-of-mouth: the adoption of online opinions in online customer communities" in Internet Research, Vol. 18, No. 3, pp. 229-47.
26. Cheung, M.Y., Luo, C., Choon, L.S. and Chen, H. (2009), "Credibility of electronic word-of-mouth: informational and normative determinants of on-line consumer recommendations" in International Journal of Electronic Commerce, Vol. 13, No. 4, pp. 9-38.
27. Chevalier, J.A. and Mayzlin, D. (2006), "The effect of word of mouth on sales: online book reviews" in Journal of Marketing Research, Vol. 43, No. 3, pp. 345-54.
28. Davis, A. and Khazanchi, D. (2008), "An empirical study of online word of mouth as a predictor for multi-product category e-commerce sales" in Electronic Markets, Vol. 18, No. 2, pp. 130-41.
29. Dellarocas, C. (2003), "The digitization of word of mouth: promise and challenges of online feedback mechanisms" in Management Science, Vol. 49, No. 10, pp. 1407-24.
30. Dellarocas, C. (2006), "Strategic manipulation of internet opinion forums: implications for consumers and firms" in Management Science, Vol. 52, No. 10, pp. 1577-93.
31. Dellarocas, C., Zhang, X.M. and Awad, N.F. (2007), "Exploring the value of online product reviews in forecasting sales: the case of motion pictures" in Journal of Interactive Marketing, Vol. 21, No. 4, pp. 23-45.
32. Duan, W., Gu, B. and Whinston, A.B. (2008a), "Do online reviews matter? - An empirical investigation of panel data" in Decision Support Systems, Vol. 45, No. 4, pp. 1007-16.
33. Duan, W., Gu, B. and Whinston, A.B. (2008b), "The dynamics of online word-of-mouth and product sales - an empirical investigation of the movie industry" in Journal of Retailing, Vol. 84, No. 2, pp. 233-42.
34. Dwyer, P. (2007), "Measuring the value of electronic word of mouth and its impact in consumer communities" in Journal of Interactive Marketing, Vol. 21, No. 2, pp. 63-79.
35. Eagly, A.H. and Chaiken, S. (1993), The Psychology of Attitude, Harcourt Brace Jovanovich, Orlando, FL.
36. Edward, A., Edward, C., Shaver, C. and Oaks, M. (2009), "Computer-mediated word-of-mouth communication in ratemyprofessors.com: expectancy effects on students cognitive and behavioral learning" in Journal of Computer-Mediated Communication, Vol. 14, No. 2, pp. 368-92.
37. Engel, J.E., Blackwell, R.D. and Kegerreis, R.J. (1969), "How information is used to adopt an innovation" in Journal of Advertising Research, Vol. 9, No. 4, pp. 3-8.
38. Ferguson, R. (2008), "Word of mouth and viral marketing: taking the temperature of the hottest trends in marketing" in The Journal of Consumer Marketing, Vol. 25, No. 3, pp. 179-82.
39. Folkes, V.S. (1988), "Recent attribution research in consumer behaviour: a review and new directions" in Journal of Consumer Research, Vol. 14, pp. 548-65.
40. Fong, J. and Burton, S. (2006), "Electronic word-of-mouth: a comparison of stated and revealed behavior on electronic discussion boards" in Journal of Interactive Advertising, Vol. 6, No. 2, pp. 61-70.
41. Forman, C., Ghose, A. and Wiesenfeld, B. (2008), "Examining the relationship between reviews and sales: the role of reviewer identity disclosure in electronic markets" in Information Systems Research, Vol. 19, No. 3, pp. 291-313.
42. Gauri, D.K., Bhatnagar, A. and Rao, R. (2008), "Role of word of mouth in online store loyalty" in Communications of the ACM, Vol. 51, No. 3, pp. 89-91.
43. Gelb, B.D. and Sundaram, S. (2002), "Adapting to "word of mouse" in Business Horizons. Greenwich, Vol. 45, No. 4, pp. 21-5.
44. Gilly, M.C., Graham, J.L., Wolfinbarger, M.F. and Yale, L.J. (1998), "A dyadic study of interpersonal information search" in Journal of the Academy of Marketing Science, Vol. 26, No. 2, pp. 83-100.
45. Godes, D. and Mayzlin, D. (2004), "Using online conversations to study word-of-mouth communication" in Marketing Science, Vol. 23, No. 4, pp. 545-60.
46. Goldsmith, R.E. (2006), "Electronic word-of-mouth" in Khosrow-Pour, M. (Ed.), Encyclopedia of E-Commerce, E-Government and Mobile Commerce, Idea Group Publishing, Hershey, PA, pp. 408-12.
47. Goldsmith, R.E. and Horowitz, D. (2006), "Measuring motivations for online opinion seeking" in Journal of Interactive Advertising, Vol. 6, No. 2, pp. 1-16.
48. Griffin, R.J., Neuwirth, K., Giese, J. and Dunwoody, S. (2002), "Linking the heuristic-systematic model and depth of processing" in Communication Research, Vol. 29, pp. 705-32.
49. Gruen, T.W., Osmonbekov, T. and Czaplewski, A.J. (2006), "eWOM: the impact of customer-tocustomer online know-how exchange on customer value and loyalty" in Journal of Business Research, Vol. 59, No. 4, pp. 449-56.
50. Gupta, P. and Harris, J. (2009), "How e-WOM recommendations influence product consideration and quality of choice: a motivation to process information perspective", Journal of Business, (available online 3 Septembe, in Press, Corrected Proof).
51. Hackman, R. (1987), "The design of work teams" Lorsch, J. (Ed.), Handbook of Organizational Behavior, Prentice-Hall, Englewood Cliffs, NJ.
52. Harris, J. and Gupta, P. (2008), "You should buy this one! The influence of online recommendations on product attitudes and choice confidence" in International Journal of Electronic Marketing and Retailing, Vol. 2, No. 2, pp. 176-89.
53. Harrison-Walker, L.J. (2001), "The measurement of word-of-mouth communication and an investigation of service quality and customer commitment as potential antecedents" in Journal of Service Research, Vol. 4, pp. 60-75.
54. Helm, S. (2000), "Viral marketing - establishing customer relationships by 'word-of-mouse'" in Electronic Markets, Vol. 10, No. 3, pp. 158-61.
55. Hennig-Thurau, T. and Walsh, G. (2003), "Electronic word-of-mouth: motives for and consequences of reading customer articulations on the internet" in Journal of Electronic Commerce, Vol. 8, No. 2, pp. 51-74.
56. Hennig-Thurau, T., Gwinner, K.P., Walsh, G. and 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, No. 1, pp. 38-52.
57. Hu, N., Liu, L. and Zhang, J.J. (2008), "Do online reviews affect product sales? The role of reviewer characteristics and temporal effects" in Information Technology and Management, Vol. 9, No. 3, pp. 201-14.
58. Huang, J. and Chen, Y. (2006), "Herding in online product choice" in Psychology & Marketing, Vol. 23, No. 5, pp. 413-28.
59. Hung, K.H. and Li, S.Y. (2007), "The influence of eWOM on virtual consumer communities: social capital, consumer learning, and behavioral outcomes" in Advertising Research, Vol. 47, No. 4, pp. 485-95.
60. Hunt, J.M., Domzal, T.J. and Kernan, J.B. (1981), "Casual attributions and persuasion: the case of disconfirmed expectancies" in Advances in Consumer Research, Vol. 9, pp. 287-92.
61. Ilgen, D.R., Hollenbeck, J.R., Johnson, M. and Jundt, D. (2005), "Teams in organizations: from input-process-output models to IMOI models" in Annual Review of Psychology, Vol. 56, pp. 517-43.
62. Jansen, B.J., Zhang, M., Sobel, K. and Chowdury, A. (2009), "Twitter power: tweets as electronic word of mouth" in Journal of the American Society for Information Science & Technology, Vol. 60, No. 11, pp. 2169-88.
63. Jones, S.A., Aiken, K.D. and Boush, D.M. (2009), "Integrating experience, advertising, and electronic word of mouth" in Journal of Internet Commerce, Vol. 8, Nos 3/4, pp. 246-67.
64. Kamins, M.A. and Assael, H. (1987), "Two-sided versus one-sided appeals: a cognitive perspective on argumentation, source derogation, and the effect of disconfirming trial on belief change" in Journal of Marketing Research, Vol. 24, No. 1, pp. 29-39.
65. Katz, E. and Lazarfeld, P.F. (1955), Personal Influence, The Free Press, Glencoe, IL.
66. Kim, J.K., Cho, Y.H., Kim, W.J., Kim, J.R. and Suh, J.H. (2002), "A personalized recommendation procedure for internet shopping support" in Electronic Commerce Research and Applications, Vol. 1, Nos 3-4, pp. 301-13.
67. Klein, L.R. and Ford, G.T. (2003), "Consumer search for information in the digital age: an empirical study of prepurchase search for automobiles" in Journal of Interactive Marketing, Vol. 17, No. 3, pp. 29-49.
68. Kulviwat, S., Guo, C. and Engchanil, N. (2004), "Determinants of online information search: a critical review and assessment" in Internet Research, Vol. 14, No. 3, pp. 245-53.
69. Larson, C.U. (2010), Persuasion: Reception and Responsibility, Wadsworth/Cengage Learning, Boston, MA.
70. Larsson, R. (1993), "Case survey methodology: quantitative analysis of patterns across case studies" in Academy of Management Journal, Vol. 36, pp. 1515-46.
71. Lee, J., Park, D.H. and Han, I. (2008), "The effect of negative online consumer reviews on product attitude: an information processing view" in Electronic Commerce Research and Applications, Vol. 7, No. 3, pp. 341-52.
72. Lee, K. and Lee, J.M. (2009), "Understanding the product information inference process in electronic word-of-mouth: an objectivity-subjectivity dichotomy perspective" in Information & Management, Vol. 46, No. 5, pp. 302-11.
73. Lee, M. and Youn, S. (2009), "Electronic word of mouth (eWOM): How eWOM platforms influence consumer product judgment" in Journal of Advertising, Vol. 28, No. 3, pp. 473-99.
74. Lee, M., Rodgers, S. and Kim, M.Y. (2009), "Effects of valence and extremity of eWOM on attitude toward the brand and website" in Journal of Current Issues & Research in Advertising, Vol. 31, No. 2, pp. 1-11.
75. Lee, M.K.O., Cheung, C.M.K., Lim, K.H. and Sia, C.L. (2006), "Understanding customer knowledge sharing in web-based discussion boards: an exploratory study" in Internet Research, Vol. 16, No. 3, pp. 289-303.
76. Li, Z. and Hitt, L.M. (2008), "Self-selection and information role of online product reviews" in Information Systems Research, Vol. 19, No. 4, pp. 456-74.
77. Liang, T.P., Yang, Y.F., Chen, D.N. and Ku, Y.C. (2007), "A semantic-expansion approach to personalized knowledge recommendation" in Decision Support Systems, Vol. 45, No. 3, pp. 401-12.
78. Litvin, S.W., Goldsmith, R.E. and Pan, B. (2008), "Electronic word-of-mouth in hospitality and tourism management" in Tourism Management, Vol. 29, No. 3, pp. 458-68.
79. Liu, Y. (2006), "Word of mouth for movies: its dynamic and impact on box office revenue" in Journal of Marketing, Vol. 70, No. 3, pp. 74-89.
80. McGrath, J. (1984), Groups: Interaction and Performance, Prentice-Hall, Englewood Cliffs, NJ.
81. Maxham, J.G. III and Netemeyer, R.G. (2002), "A longitudinal study of complaining customers' evaluations of multiple service failures and recovery efforts" in Journal of Marketing, Vol. 66, No. 4, pp. 57-71.
82. Mayzlin, D. (2006), "Promotional chat on the internet" in Marketing Science, Vol. 25, No. 2, pp. 155-63.
83. Mild, A. and Natter, M. (2002), "Collaborative filtering or regression models for internet recommendation systems?" in Journal of Targeting, Measurement and Analysis for Marketing, Vol. 10, No. 4, pp. 304-13.
84. Nahafiet, J. and Ghoshal, S. (1998), "Social capital, intellectual capital, and the organizational advantage" in Academy of Management Review, Vol. 23, No. 2, pp. 242-66.
85. Ngai, E.W.T. and Wat, F.K.T. (2002), "A literature review and classification of electronic commerce research" in Information & Management, Vol. 39, pp. 415-29.
86. Ngai, E.W.T., Xiu, Li and Chau, D.C.K. (2009), "Application of data mining techniques in customer relationship management: a literature review and classification" in Expert Systems with Applications: An International Journal, Vol. 41, No. 3, pp. 2592-602.
87. Nord, J.H. and Nord, G.D. (1995), "MIS research: journal status and analysis" in Information & Management, Vol. 29, No. 1, pp. 29-42.
88. Okazaki, S. (2009), "Social influence model and electronic word of mouth: PC versus mobile internet" in International Journal of Advertising, Vol. 28, No. 3, pp. 439-72.
89. Park, D.H. and 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, pp. 399-410.
90. Park, D.H. and Lee, J. (2008), "eWOM overload and its effect on consumer behavioral intention depending on consumer involvement" in Electronic Commerce Research and Applications, Vol. 7, No. 4, pp. 386-98.
91. Park, D.H., Lee, J. and Han, I. (2007), "The effect of on-line consumer reviews on consumer purchasing intention: the moderating role of involvement" in International Journal of Electronic Commerce, Vol. 11, No. 4, pp. 125-48.
92. Petty, R.E. and Cacioppo, J.T. (1986), "Communication and persuasion: central and peripheral routes to persuasion", Springer, New York, NY.
93. Phelps, J.E., Lewis, R., Mobilio, L., Perry, D. and Raman, N. (2004), "Viral marketing or electronic word-of-mouth advertising: examining consumer responses and motivations to pass along Email" in Journal of Advertising Research, Vol. 44, No. 4, pp. 333-48.
94. Piller, C. (1999), "Everyone is a critic in cyberspace", Los Angeles Times, December 3.
95. Pollach, I. (2008), "Electronic word-of-mouth: a genre approach to consumer communities" in International Journal of Web Based Communities, Vol. 4, No. 3, pp. 284-301.
96. Poria, Y. and Oppewal, H. (2003), "A new medium for data collection: online news discussions" in International Journal of Contemporary Hospitality Management, Vol. 15, No. 4, pp. 232-6.
97. Riegner, C. (2007), "Word of mouth on the web: the impact of web 2.0 on consumer purchase decisions" in Journal of Advertising Research, Vol. 47, No. 4, pp. 436-47.
98. Scheleur, S.K. and Carol, K.D. (2007), "Quarterly retail e-commerce sales: 4th quarter 2007", US Census Bureau News, available at: www.census.gov/mrts/www/data/pdf/07Q4.pdf2008 CB08-24.
99. Sen, S. (2008), "Determinants of consumer trust of virtual word-of-mouth: an observation study from a retail website" in Journal of American Academy of Business, Cambridge, Vol. 14, No. 1, pp. 30-5.
100. Sen, S. and Lerman, D. (2007), "Why are you telling me this? An examination into negative consumer reviews on the web" in Journal of Interactive Marketing, Vol. 21, No. 4, pp. 76-94.
101. Senecal, S. and Nantel, J. (2004), "The influence of online product recommendations on consumers' online choices" in Journal of Retailing, Vol. 80, No. 2, pp. 159-69.
102. Sher, P.J. and Lee, S.H. (2009), "Consumer skepticism and online reviews: an elaboration likelihood model perspective social behavior and personality" in Social Behavior and Personality, Vol. 37, No. 1, pp. 137-43.
103. Smith, D., Menon, S. and Sivakumar, K. (2005), "Online peer and editorial recommendations, trust, and choice in virtual markets" in Journal of Interactive Marketing, Vol. 19, No. 3, pp. 15-37.
104. Sohn, D.Y. (2009), "Disentangling the effects of social network density on electronic word-of-mouth (eWOM) intention" in Journal of Computer-Mediated Communication, Vol. 14, No. 2, pp. 352-67.
105. Stauss, B. (1997), "Global word of mouth. Service bashing on the internet is a thorny issue" in Marketing Management, Vol. 6, No. 3, pp. 28-30.
106. Stauss, B. (2000), "Using new media for customer interaction: a challenge for relationship marketing" in Hennig-Thurau, T. and Hansen, U. (Eds.), Relationship Marketing, Springer, Berlin, pp. 233-53.
107. Steffes, E.M. and Burgee, L.E. (2009), "Social ties and online word of mouth" in Internet Research, Vol. 19, No. 1, pp. 42-59.
108. Steiner, I.D. (1972), Group Process and Productivity, Academic Press, New York, NY.
109. Subramani, M.R. and Rajagopalan, B. (2003), "Knowledge-sharing and influence in online social networks via viral marketing" in Communications of the ACM, Vol. 46, No. 12, pp. 300-7.
110. Sun, T., Youn, S., Wu, G. and Kuntaraporn, M. (2006), "Online word-of-mouth (or mouse): an exploration of its antecedents and consequences" in Journal of Computer-Mediated Communication, Vol. 11, No. 4, pp. 1104-27.
111. Sussan, F., Gould, S. and Weisfeld-Spolter, S. (2006), "Location, location, location: the relative roles of virtual location, online word-of-mouth (eWOM) and advertising in the new-product adoption process" in Advances in Consumer Research, Vol. 33, No. 1, pp. 649-50.
112. Sweeney, J.C., Soutar, G.N. and Mazzaro, T. (2008), "Factors influencing word of mouth effectiveness: receiver perspectives" in European Journal of Marketing, Vol. 42, Nos 3/4, pp. 344-64.
113. Thorson, K.S. and Rodgers, S. (2006), "Relationships between blogs as eWOM and interactivity, perceived interactivity, and parasocial interaction" in Journal of Interactive Advertising, Vol. 6, No. 2, pp. 39-50.
114. Trusov, M., Bucklin, R.E. and Pauwels, K. (2009), "Effects of word-of-mouth versus traditional marketing: findings from an internet social networking site" in Journal of Marketing, Vol. 73, No. 5, pp. 90-102.
115. Turner, J.C. (2005), "Explaining the nature of power: a three-process theory" in European Journal of Social Psychology, Vol. 35, No. 1, pp. 1-22.
116. Varadarajan, P.R. and Yadav, M.S. (2002), "Marketing strategy and the internet: an organizing framework" in Journal of the Academy of Marketing Science, Vol. 30, No. 4, pp. 296-312.
117. Vilpponen, A., Winter, S. and Sundqvist, S. (2006), "Electronic word-of-mouth in online environments: exploring referral network structure and adoption behavior" in Journal of Interactive Advertising, Vol. 6, No. 2, pp. 71-86.
118. Webster, J. and Watson, R.T. (2002), "Analyzing the past to prepare for the future: writing a literature review" in MIS Quarterly, Vol. 26, No. 2, pp. 13-23.
119. Weinberg, B.D. and Davis, L. (2005), "Exploring the WOW in online-auction feedback" in Journal of Business Research, Vol. 58, No. 11, pp. 1609-21.
120. Westbrook, R.A. (1987), "Product/consumption-based affective responses and postpurchase processes" in Journal of Marketing Research, Vol. 24, No. 3, pp. 258-70.
121. Wetzer, I.M., Zeelenberg, M. and Pieters, R. (2007), "Never eat in that restaurant, I did! Exploring why people engage in negative word-of-mouth communication" in Psychology Marketing, Vol. 24, No. 8, pp. 661-80.
122. Willemijn, M.V.D., Dabholkar, P.A. and Ruyter, K.D. (2007), "Satisfaction with online commercial group chat: the influence of perceived technology attributes, chat group characteristics, and advisor communication style" in Journal of Retailing, Vol. 83, No. 3, pp. 339-58.
123. WOMMA (2010), Word of Mouth Marketing Association (WOMMA), available at: http://womma.org/main (accessed 26 April 2010).
124. World Internet Usage and Population Statistics World Internet Usage and Population Statistics, available at: www.Internetworldstats.com/stats.htm (assessed 26 April 2010).
125. Xia, L. and Bechwati, N.N. (2008), "Word of mouse: the role of cognitive personalization in online consumer reviews" in Journal of Interactive Advertising, Vol. 9, No. 1, pp. 108-28.
126. Yang, J., Hu, X. and Zhang, H. (2007), "Effects of a reputation feedback system on an online consumer-to-consumer auction market" in Decision Support Systems, Vol. 44, No. 1, pp. 93-105.
127. Ye, Q., Law, R. and Gu, B. (2009), "The impact of online user reviews on hotel room sales" in International Journal of Hospitality Management, Vol. 28, No. 1, pp. 180-2.
128. Ying, Y.P., Feinberg, F. and Wedel, M. (2006), "Leveraging missing ratings to improve online recommendation systems" in Journal of Marketing Research, Vol. 43, No. 3, pp. 355-65.
129. Zhang, J. and Daugherty, T. (2009), "Third-person effect and social networking: implications for online marketing and word-of-mouth communication" in American Journal of Business, Vol. 24, No. 2, pp. 53-63.
130. Zhang, L., Pan, B., Smith, W. and Li, X.R. (2009), "An exploratory study of travelers' use of online reviews and recommendations" in Information Technology Tourism, Vol. 11, No. 2, pp. 157-67.
131. Zhou, M., Dresner, M. and Windle, R. (2009), "Revisiting feedback systems: trust building in digital markets" in Information & Management, Vol. 46, No. 5, pp. 279-84.
132. Zwass, V. (1996), "Electronic commerce: structures and issues" in International Journal of Electronic Commerce, Vol. 1, No. 1, pp. 3-23.
133. Amblee, N. and Tung, B. (2008), "Can brand reputation improve the odds of being reviewed on-line?" in Journal of Electronic Commerce, Vol. 12, No. 3, pp. 11-28.
134. Anonymous (2001), "The web-connected generation" in The Futurist, Vol. 35, No. 5, p. 9.
135. Assael, H. (1998), Consumer Behavior and Marketing Action, 6th ed., Thomson, Cincinnati, OH.
136. Chen, Y.H., Wu, J.J. and Chung, Y.S. (2008), "Cultural impact on trust: a comparison of virtual communities in China, Hong Kong, and Taiwan" in Journal of Global Information Technology Management, Vol. 11, No. 1, pp. 28-48.
137. Clemons, E.K., Gao, D. and Hitt, L.M. (2006), "When online reviews meet hyper differentiation: a study of the craft beer industry" in Journal of Management Information Systems, Vol. 23, No. 2, pp. 149-71.
138. Datta, P.R., Chowdhury, D.N. and Chakraborty, B.R. (2005), "Viral marketing: new form of word-of-mouth through internet" in The Business Review, Cambridge, Vol. 3, No. 2, pp. 69-75.
139. Ellison, G. and Fudenberg, D. (1995), "Word-of-mouth communication and social learning" in Quarterly Journal of Economics, Vol. 110, No. 1, pp. 93-125.
140. Fong, J. and Burton, S. (2008), "A cross-cultural comparison of electronic word-of-mouth and country-of-origin effects" in Journal of Business Research, Vol. 61, No. 3, pp. 233-42.
141. Grant, R., Clarke, R.J. and Kyriazis, E. (2007), "A review of factors affecting online consumer search behaviour from an information value perspective" in Journal of Marketing Management, Vol. 23, Nos 5/6, pp. 519-33.
142. Jae, K.K., Hyea, K.K., Hee, Y.O. and Young, U.R. (2010), "A group recommendation system for online communities" in International Journal of Information Management, Vol. 30, pp. 212-19.
143. Klein, L.R. (1998), "Evaluating the potential of interactive media through a new lens: search versus experience goods" in Journal of Business Research, Vol. 41, pp. 195-204.
144. Kumar, N. and Benhasat, L. (2006), "Research note: the influence of recommendations and consumer reviews on evaluations of websites" in Information Systems Research, Vol. 17, No. 4, pp. 425-39.
145. Montgomery, A.L. (2001), "Applying quantitative marketing techniques to the internet" in Interfaces, Vol. 2, No. 31, pp. 90-108.
146. Park, C. and Lee, T.M. (2009a), "Antecedents of online reviews' usage and purchase influence: an empirical comparison of US and Korean consumers" in Journal of Interactive Marketing, Vol. 23, No. 4, pp. 332-40.
147. Park, C. and Lee, T. (2009b), "Information direction, website reputation and eWOM effect: a moderating role of product type" in Journal of Business Research, Vol. 62, No. 1, pp. 61-7.
148. Paul, D. (2007), "Measuring the value of electronic word of mouth and its impact in consumer communities" in Journal of Interactive Marketing, Vol. 21, No. 2, pp. 63-79.
149. Thomas, W.G., Osmonbekov, T. and Czaplewski, A.J. (2006), "eWOM: the impact of customer-to-customer online know-how exchange on customer value and loyalty" in Journal of Business Research, Vol. 59, No. 4, pp. 449-56.