Impacts of decision-making biases on eWOM retrust and risk-reducing strategies

Computers in Human Behavior

Volumn 40, Issue , 2014, Pages 101-110

  Lee, Ya Ching ^a  

^a NATIONAL SUN YAT SEN UNIVERSITY   (Taiwan)

Author keywords

Decision making biases; Illusion of control; Inertia; Overconfidence; Risk; Word of mouth (WOM)

Indexed keywords

RISKS; SURVEYS; WEBSITES;

DECISION-MAKING BIASES; ELECTRONIC WORD OF MOUTHS (EWOM); INERTIA; NEGATIVE EXPERIENCES; OVERCONFIDENCE; POTENTIAL CUSTOMERS; PRODUCTS AND SERVICES; WORD OF MOUTH;

DECISION MAKING; RISKS;

EID: 84906568317     PISSN: 07475632     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.chb.2014.08.002     Document Type: Article

References (52)

1. J. Arndt Word of mouth advertising: A review of the literature 1967 Advertising Research Federation New York
2. H. Assael Consumer behavior and marketing action 4th ed. 1992 PWS-Kent Publishing Company Boston
3. Thomas Astebro, Scott A. Jeffrey, and Gordon K. Adomdza Inventor perseverance after being told to quit: The role of cognitive biases Journal of Behavioral Decision Making 20 2007 253 272
4. S. Ba, and P.A. Pavlou Evidence of the effect of trust building technology in electronic markets: Price premiums and buyer behavior MIS Quarterly 26 3 2002 243 268
5. R.A. Bauer Consumer behavior as risk taking R.S. Hancock, Dynamic marketing for a changing world 1960 American Marketing Association Chicago
6. R.D. Blackwell, P.W. Miniard, and J.F. Engel Consumer behavior 10th ed. 2006 Thomson South Western Mason, Ohio
7. A.L. Brown, and J.H. Kagel Behavior in a simplified stock market: The status quo bias, the disposition effect and the ostrich effect Annals of Finance 5 1 2009 1 14
8. F. Carlsson, and Å. Löfgren Airline choice, switching costs and frequent flyer programmes Applied Economics 38 13 2006 1469 1475 (Pubitemid 44083978)
9. Chang, Y. M., & Ko, J. Y. (2004). The perceived risks and risk relieve strategies of online auction. Keynote Paper of 2004 Chinese Communication Society Annual Conference: Digital Technology and Risks, (T5). < http://ccs.nccu.edu.tw/history-paper-content.php?P-ID=146and P-YEAR=2004 > Retrieved September 2012.
10. Z.C. Chen, B.L. Cherng, S.F. Chen, and T.C. Liu Multivariate analysis 2009 Wu Nan Taipei
11. C.M. Cheung, M.K. 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
12. Chou, S. H. (2010). Habits govern consumer behaviors. < http://blog.ahwii.com/2010/09/blog-post-20.html >.
13. E. Cowley, C. Farrell, and M. Edwardson Strategies to improve the probability of winning a lottery: Gamblers and their illusions of control European Advances in Consumer Research 7 2006 597 601
14. D.H. de Bernardo, and A. Curtis Using online and paper surveys Research on Aging 35 2 2013 220 240
15. C.L. Dolbier, J.A. Webster, K.T. McCalister, M.W. Mallon, and M.A. Steinhardt Reliability and validity of a single-item measure of job satisfaction American Journal of Health Promotion 19 3 2005 194 202
16. D.Y. Dupont, and G.S. Lee The endowment effect, status quo bias, and loss aversion: Rational alternative explanation Journal of Risk and Uncertainty 25 2002 87 101 (Pubitemid 37131152)
17. A. Elliot, W. Timothy, and A. Robin Social psychology 5th ed. 2001 Prentice Hall Upper Saddle River, NJ
18. G. Fellner Illusion of control as a source of poor diversification: Experimental evidence Journal of Behavioral Finance 10 1 2009 55 67
19. S.T. Fiske, and S.E. Taylor Social cognition 1991 McGraw-Hill Inc. New York
20. J. Fox, C. Murray, and A. Warm Conducting research using web-based questionnaires International Journal of Social Research Methodology 6 2 2003 167 180
21. Frédéric, M., Valérie, F., Bernard, G., & Gaëlle, V. (2010). Reports of wins and risk taking: An investigation of the mediating effect of the illusion of control. < http://www.springerlink.com. ezproxy.lib.nsysu.edu.tw:8080/content/ j12455345hx655v6/ >.
22. D. Gefen E-commerce: The role of familiarity and trust Omega 28 6 2000 725 737
23. D. Gefen, E. Karahanna, and D.W. Straub Trust and TAM in online shopping: An integrated model MIS Quarterly 27 1 2003 51 90
24. N. Gillespie, and G. Dietz Trust repair after an organization-level failure Academy of Management Review 34 1 2009 127 145
25. T. Henning-Thurau, P.K. 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)
26. Hsu, Y. T., & Liu, T. J. (2009). Who touches my heart: What kind of Internet word-of-mouth message is the most persuasive? Keynote Paper of 2009 Chinese Communication Society Annual Conference. < http://ccs.nccu.edu.tw/ history-paper-content.php?P-ID=1129&P-YEAR=2009 > Retrieved March 1, 2013.
27. S.A. Jones, K.D. Ailken, and D.M. Boush Integrating experience, advertising, and electronic word of mouth Journal of Internet 8 3/4 2009 246 267
28. D. Kahneman, and A. Tversky On the psychology of prediction Psychological Review 80 1973 237 251
29. M. Koller, and T. Salzberger Cognitive dissonance as a relevant construct throughout the decision-making and consumption process - An empirical investigation related to a package tour Journal of Customer Behaviour 6 3 2007 217 227
30. V.R. Kozinets, K. Valck, C.A. Wojnicki, and J.S. Wilner Networked narratives: Understanding word-of-mouth marketing in online communities Journal of Marketing 74 1 2010 71 89
31. R.J. Lewicki, D.J. McAllister, and R.J. Bies Trust and distrust: New relationships and realities Academy of Management Review 23 1998 438 458
32. D.Z. Li, and H.L. Tong Multivariate analysis: Statistical methods for thesis and research paper 2009 Yeh Yeh Book Gallery Taipei
33. R.C. Mayer, J.H. Davis, and F.D. Schoorman An integrative model of organizational trust The Academy of Management Review 20 3 1995 709 734
34. D. Mazursky, and Y. Ganzach Does involvement moderate time-dependent biases in consumer multiattribute judgment? Journal of Business Research 41 2 1998 95 103 (Pubitemid 128180803)
35. D.H. McKnight, and N.L. Chervany What trust means in e-commerce customer relationships: An interdisciplinary conceptual typology International Journal of Electronic Commerce 6 2 2001-2002 35 59
36. W. Moe, and S. Yang Inertial disruption: The impact of a new competitive entrant on online consumer search Journal of Marketing 73 1 2009 109 121
37. Nielsen (2012). Word of mouth still most trusted resource, Nielsen Press, < http://socialcommercetoday.com/word-of-mouth-still-most-trusted-resource- says-nielsen-implications-for-social-commerce/ > Retrieved November 10, 2012.
38. M.M. Pompian Using behavioral investor types to build better relationships with your clients Journal of Financial Planning 21 10 2008 64 76
39. 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
40. T.S. Rong Statistical products and services solution 2009 Wu Nan Taipei
41. T. Roselius Consumer rankings of risk reduction methods Journal of Marketing 35 1 1971 56 61
42. Schlosser, A. E. (2007). The persuasiveness of positive online reviews: Consumers intuitive theories about evaluative-cognitive consistency. In D. L. Hoffman, E. J. Johnson (Eds.), Paper presented at the association for consumer research re-conference consumers online: Ten years later. Memphis, TN.
43. D. Sirdeshmukh, J. Singh, and B. Sabol Consumer trust, value, and loyalty in relational exchanges Journal of Marketing 66 2002 15 37
44. M. Statman, S. Thorley, and K. Vorkink Investor overconfidence and trading Review of Financial Studies 19 4 2006 1531 1565
45. S.C. Ting Antecedents of perceived risk and the methods of reducing risk in Internet shopping: The views of consumers Operating Management Reviews 3 2 2007 97 116
46. E.C. Tomlinson, and R.C. Mayers The role of causal attribution dimensions in trust repair Academy of Management Review 34 1 2009 85 104
47. C. Veloutsou, and L. Moutinho Brand relationships through brand reputation and brand tribalism Journal of Business Research 62 3 2009 314 322
48. T. Verhagen, A. Nauta, and F. Feldberg Negative online word-of-mouth: Behavioral indicator or emotional release? Computers in Human Behavior 29 4 2013 1430 1440
49. J.C. Ward, and J.W. Barnes Control and affect: The influence of feeling in control of the retail environment on affect, involvement, attitude, and behavior Journal of Business Research 54 2 2001 139 144 (Pubitemid 33626395)
50. M. Wolfinbarger, and M.C. Gilly ETailQ: Dimensionalizing, measuring and predicting etail quality Journal of Retailing 79 3 2003 83 198
51. Y. Xie, and S. Peng How to repair customer trust after negative publicity: The roles of competence, integrity, benevolence, and forgiveness Psychology & Marketing 26 7 2009 572 589
52. Q. Ye, R. Law, B. Gu, and W. Chen The influence of user-generated content on traveler behavior Computers in Human Behavior 27 2 2011 634 639