The impact of electronic word-of-mouth communication: A literature analysis and integrative model

Decision Support Systems

Volumn 54, Issue 1, 2012, Pages 461-470

  Cheung, Christy M K ^a   Thadani, Dimple R ^b  

^a HONG KONG BAPTIST UNIVERSITY   (Hong Kong)

^b CITY UNIVERSITY OF HONG KONG   (Hong Kong)

Author keywords

Consumer purchase decision; Dual process theory; Electronic word of mouth; eWOM; Interpersonal influence; Literature analysis; Social communication

Indexed keywords

CONSUMER PURCHASE; DUAL-PROCESS THEORY; ELECTRONIC WORD-OF-MOUTH; EWOM; INTERPERSONAL INFLUENCE; LITERATURE ANALYSIS;

PURCHASING; RESEARCH;

COMMUNICATION;

EID: 84868662152     PISSN: 01679236     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.dss.2012.06.008     Document Type: Article

References (79)

1. I. Ajzen The theory of planned behaviour Organisational Behaviour and Human Decision Processes 50 1991 179 211
2. J. Arndt Role of product-related conversations in the diffusion of a new product Journal of Marketing Research 4 1967 291 295
3. C. Avery, P. Resnick, and R. Zeckhauser The market for evaluations American Economic Review 89 3 1999 564 584
4. N.F. Awad, and A. Ragowsky Establishing trust in electronic commerce through online word of mouth: an examination across genders Journal of Management Information Systems 24 4 2008 101 121 (Pubitemid 351721659)
5. R.F. Baumeister, E. Bratslavsky, C. Finkenauer, and K.D. Vohs Bad is stronger than good Review of General Psychology 5 2001 323 370 (Pubitemid 33680154)
6. J. Berger, A.T. Sorensen, and S.J. Rasmussen Positive effects of negative publicity: when negative reviews increase sales Marketing Science 29 5 2010 815 827
7. A. Bhattacherjee, and C. Sanford Influence processes for information technology acceptance: an Elaboration Likelihood Model MIS Quarterly 30 4 2006 805 882
8. B. Bickart, and R. Schindler Internet forums as influential sources of consumer information Journal of Interactive Marketing 15 2001 31 40 (Pubitemid 33597758)
9. S. Chaiken Heuristic versus systematic information processing and the use of source versus message cues in persuasion Journal of Personality and Social Psychology 39 5 1980 752 766
10. S. Chaiken, A. Liberman, and A.H. Eagly Heuristic and systematic information processing within and beyond the persuasion context J.S. Uleman, J.A. Bargh, Unintended Thought 1989 Guilford New York 212 252
11. M.K. Chang, W. Cheung, and V.S. Lai Literature derived reference models for the adoption of online shopping Information Management 42 2005 543 559 (Pubitemid 40114725)
12. ChannelAdvisor Through the Eyes of the Consumer: 2010 Consumer Shopping Habit Survey 2010
13. P. Chatterjee Online reviews: do consumers use them? Advances in Consumer Research 28 2001 129 133
14. Y. Chen, and J. Xie Third-party product review and firm marketing strategy Management Science 24 2 2005 218 240 (Pubitemid 40816479)
15. C.M.K. Cheung, M.K.O. Lee, and N. Rabjohn The impact of electronic word-of-mouth: the adoption of online opinions in online customer communities Internet Research 18 3 2008 229 247
16. C.M.K. Cheung, M.K.O. Lee, and D.R. Thadani The impact of positive electronic word-of-mouth on consumer online purchasing decision M.D. Lytras, E. Damiani, J.M. Carroll, R.D. Tennyson, D. Avison, A. Naeve, A. Dale, P. Lefrere, F. Tan, J. Sipior, G. Vossen, Lecture Notes in Computer Science (Lecture Notes in Artificial Intelligence) 2009 Springer-Verlag Berlin Heidelberg 501 510
17. C.M.K. Cheung, and M.K.O. Lee What drives consumers to spread electronic word of 641 mouth on online consumer-opinion platform Decision Support Systems 53 1 2012 218 225
18. C.M.K. Cheung, and D.R. Thadani The effectiveness of electronic word-of-mouth communication: a literature analysis 23rd Bled eConference 2010 Bled Slovenia
19. C.M.K. Cheung, and D.R. Thadani The state of electronic word-of-mouth research: a literature analysis PACIS 2010 Proceedings 2010 Paper 151
20. C.M.K. Cheung, S.B. Xiao, and I.L.B. Liu The impact of observational learning and electronic word of mouth on consumer purchase decisions: the moderating role of consumer expertise and consumer involvement Proceedings of the 45th Annual Hawaii International Conference on System Sciences (CD-ROM) 2012 Computer Society Press
21. M. Cheung, C. Luo, C. Sia, and H. Chen Credibility of electronic word-of-mouth: informational and normative determinants of on-line consumer recommendations International Journal of Electronic Commerce 13 4 2009 9 38
22. J.A. Chevalier, and D. Mayzlin The effect of word of mouth on sales: online book reviews JMR, Journal of Marketing Research 43 3 2006 345 359
23. S.C. Chu, and S. Kamal The effect of perceived blogger credibility and argument quality on message elaboration and brand attitudes: an exploratory study Journal of Interactive Advertising 8 2 2008 (Article 102)
24. E.K. Clemons, G. Gao, and L.M. Hitt When online reviews meet hyperdifferentiation: a study of the craft beer industry Journal of Management Information Systems 23 2 2006 149 171 (Pubitemid 44613924)
25. A. Davis, and D. Khazanchi An empirical study of online word of mouth as a predictor for multi-product category e-commerce sales Electronic Markets 18 2 2008 130 141
26. C. Dellarocas The digitization of word of mouth: promise and challenges of online feedback mechanisms Management Science 49 10 2003 1407 1424
27. C. Dellarocas, X.M. Zhang, and N.F. Awad Exploring the value of online product reviews in forecasting sales: the case of motion pictures Journal of Interactive Marketing 21 4 2007 23 48
28. S.J. Doh, and J.S. Hwang How consumers evaluate eWOM (electronic word-of-mouth) messages Cyberpsychology & Behavior 12 2 2009 193 197
29. W. Duan, B. Gu, and A. Whinston Do online reviews matter? - an empirical investigation of panel data Decision Support Systems 45 4 2008 1007 1016
30. A.H. Eagly, and S.S. Chaiken The Psychology of Attitudes 1993 Harcourt, Brace, Jovanovich Fort Worth, TX
31. M. Fishbein, and I. Ajzen Understanding Attitudes and Predicting Social Behavior 1980 Prentice-Hall Englewood Cliffs, NJ
32. C. Forman, A. Ghose, and B. Wiesenfeld Examining the relationship between reviews and sales: the role of reviewer identity disclosure in electronic markets Information Systems Research 19 3 2008 291 313
33. Froster in: http://www.pageaccess.com/whitepapers/500- ForresterUSInteractiveMktgForecast-2009-2014.pdf 2009
34. D. Gauri, A. Bhatnagar, and R. Rao Role of word of mouth in online store loyalty, association for computing machinery Communications of the ACM 51 3 2008 89 91 (Pubitemid 351357121)
35. R.E. Goldsmith Encyclopedia of E-Commerce, E-Government and Mobile Commerce 2006 Idea Group Publishing
36. P. Gupta, and J. Harris How e-WOM recommendations influence product consideration and quality of choice: a motivation to process information perspective Journal of Business Research 63 9-10 2005 1041 1049
37. D. Halstead Negative word of mouth: substitute for or supplement to consumer complaints? Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior 15 2002 1 12 (Pubitemid 36116939)
38. L.J. Harrison-Walker The measurement of word-of-mouth communication and an investigation of service quality and customer commitment as potential antecedents Journal of Service Research 4 1 2001 60 75
39. M. Heitmann, D.R. Lehmann, and A. Herrmann Choice goal attainment and decision and consumption satisfaction Journal of Marketing Research 44 2007 234 250
40. T. Hennig-Thurau, K.P. Gwinner, G. Walsh, and D.D. Gremler Electronic word-of-mouth via consumer-opinion platforms: what motivates consumers to articulate themselves on the Internet? Journal of Interactive Marketing 18 1 2004 38 52 (Pubitemid 38582736)
41. P.M. Herr, F.R. Kardes, and J. Kim The effects of word-of-mouth and product-attribute information on persuasion: an accessibility-diagnosticity perspective Journal of Consumer Research 17 4 1991 454 462
42. C.L. Hovland Social communication Proceedings of the American Philosophical Society 92 5 1948 371 375
43. C.L. Hovland, and W. Weiss The influence of source credibility on communication effectiveness Public Opinion Quarterly 15 1951 635 650
44. N. Hu, L. Liu, and J. Zhang Do online reviews affect product sales? The role of reviewer characteristics and temporal effects Information Technology and Management 9 3 2008 201 214
45. Huang, N. Lurie, and S. Mitra Searching for experience on the web: an empirical examination of consumer behavior for search and experience goods Journal of Marketing 73 2 2009 55 69
46. J.H. Huang, and Y.F. Chen Herding in online product choice Psychology and Marketing 23 5 2006 413 428
47. K.H. Hung, and S.Y. Li The influence of eWOM on virtual consumer communities: social capital, consumer learning, and behavioral outcomes Journal of Advertising Research 47 4 2007 485 495
48. B. Johnson, and Eagly Effects of involvement on persuasion: a meta-analysis Psychological Bulletin 106 1989 290 314
49. M.A. Kamins, and H. Assael Two-sided versus one-sided appeals: a cognitive perspective on argumentation, source derogation, and the effect of disconfirming trial on belief change Journal of Marketing Research 24 1987 29 39
50. F. Karakaya, and N.G. Barnes Impact of online reviews of customer care experience on brand or company selection Journal of Consumer Marketing 27 5 2010 447 457
51. D. Kim, and I. Benbasat Trust-assuring arguments in B2C e-commerce: impact of content, source, and price on trust Journal of Management Information Systems 26 3 2009-10 175 206
52. C.W. King, and J.O. Summers Overlap of opinion leadership across consumer product categories Journal of Marketing Research 7 1970 43 50
53. R. Kozinets, K. de Valck, A. Wojnicki, and S. Wilner Networked narratives: understanding word-of-mouth marketing in online communities Journal of Marketing 74 2 2010 71 89
54. N. Kumar, and I. Benbasat Research note: the influence of recommendations and consumer reviews on evaluations of websites Information Systems Research 17 2006 425 439
55. J. Lee, and J.N. Lee Understanding the product information inference process in electronic word-of-mouth: an objectivity-subjectivity dichotomy perspective Information Management 46 5 2009 302 311
56. J. Lee, D.H. Park, and I. Han The effect of negative online consumer reviews on product attitude: an information processing view Electronic Commerce Research and Applications 7 3 2008 341 352
57. M. Lee, and S. Youn Electronic word of mouth (eWOM): how eWOM platforms influence consumer product judgement International Journal of Advertising: The Quarterly Review of Marketing Communications 28 3 2009 473 499
58. X. Li, and L. Hitt Self-selection and information role of online product reviews Information Systems Research 19 4 2008 456 474
59. R. Liu, and W. Zhang Informational influence of online customer feedback: an empirical study Database Marketing & Customer Strategy Management 17 2 2010 120 131
60. Y. Liu Word of mouth for movies: its dynamics and impact on box office revenue Journal of Marketing 70 3 2006 74 89 (Pubitemid 44116460)
61. V. McKinney, K. Yoon, and F.M. Zahedi The measurement of web-customer satisfaction: an expectation and disconfirmation approach Information Systems Research 13 3 2002 296 315
62. R. Mizerski An attribution explanation of the disproportionate influence of unfavorable information Journal of Consumer Research 9 3 1982 301 310
63. Nielsen in: http://www.bazaarvoice.com/resources/stats 2009
64. C. Park, and T. Lee Information direction, website reputation and eWOM effect: a moderating role of product type Journal of Business Research 62 1 2009 61 67
65. D. Park, and S. Kim The effects of consumer knowledge on message processing of electronic word-of-mouth via online consumer reviews Electronic Commerce Research and Applications 7 4 2008 399 410
66. D. Park, and J. Lee eWOM overload and its effect on consumer behavioral intention depending on consumer involvement Electronic Commerce Research and Applications 7 4 2008 386 398
67. D.H. Park, J. Lee, and I. Han The effect of on-line consumer reviews on consumer purchasing intention: the moderating role of involvement International Journal of Electronic Commerce 11 4 2007 125 148
68. R.E. Petty, and J.T. Cacioppo Communication and Persuasion: Central and Peripheral Routes to Attitude Change 1986 Springer-Verlag New York
69. C. Riegner Word of mouth on the web: the impact of Web 2.0 on consumer purchase decisions Journal of Advertising Research 47 4 2007 436 447
70. S. Sen Determinants of consumer trust of virtual word-of-mouth: an observation study from a retail website Journal of American Academy of Business, Cambridge 14 1 2008 30 35
71. S. Sen, and D. Lerman Why are you telling me this? An examination into negative consumer reviews on the Web Journal of Interactive Marketing 21 4 2007 76 94
72. S. Senecal, and J. Nantel The influence of online product recommendations on consumers' online choices Journal of Retailing 80 2 1994 159 169
73. P. Sher, and S. Lee Consumer skepticism and online reviews: an elaboration likelihood model perspective Social Behavior and Personality 37 1 2009 137 144
74. E.M. Steffes, and L.E. Burgee Social ties and online word of mouth Internet Research 19 1 2009 42 59
75. S.W. Sussman, and W.S. Siegal Informational influence in organizations: an integrated approach to knowledge adoption Information Systems Research 14 1 2003 47 65 (Pubitemid 36531431)
76. B.H. Wixom, and P.A. Todd A theoretical integration of user satisfaction and technology acceptance Information Systems Research 16 1 2005 85 102 (Pubitemid 40701110)
77. L. Xia, and N. Bechwati Word of mouse: the role of cognitive personalization in online consumer reviews Journal of Interactive Marketing 9 1 2008 3 13
78. W. Zhang, and S.A. Watts Capitalizing on content: information adoption in two online communities Journal of the Association for Information Systems 9 2 2008 73 94
79. F. Zhu, and X. Zhang Impact of online consumer reviews on sales: the moderating role of product and consumer characteristics Journal of Marketing 74 2 2010 133 148