Countering the detrimental influence of negative electronic word of mouth on brands : effects of brand feedback, stability and controllability of the cause of the problem on brand attitudes and purchase intentions

2015 ◽  
Author(s):  
◽  
Manu Bhandari
Keyword(s):  
Word Of Mouth ◽  
Purchase Intentions ◽  
Discussion Board ◽  
Product Reviews ◽  
Electronic Word Of Mouth ◽  
Brand Attitudes ◽  
Buying Behavior ◽  
Short Term ◽  
Online Product Reviews ◽  
Summary Judgment

[ACCESS RESTRICTED TO THE UNIVERSITY OF MISSOURI AT REQUEST OF AUTHOR.] We know that online word of mouth, also called electronic word of mouth (eWOM), such as online product reviews or discussion board posts, about various products and services has a strong influence consumers' buying behavior online. For instance, one may have gone to Amazon.com or ebay.com to buy a product and decided against buying the product because of many negative reviews about that product. Research has already found that such negative product reviews or eWOM negatively influence consumers' summary judgment about brands and buying behavior (i.e., makes consumers not buy a product). However, research has not adequately studied what happens when brands or advertisers also provide a response to the reviewer writing the negative product review. This study therefore examines what happens to people's summary judgement about a brand (i.e., brand attitudes) and intentions to purchase a particular product (i.e., purchase intentions) if brands also provide a response or a \"brand feedback\" to a negative review or eWOM in an online retail context. The study also looks at whether brand feedback's effect is differently for different types of reviews, such as when the reviews talk about a problem that is under the brand's control (e.g., brand negligence) versus when it's under the reviewer's own control (e.g., reviewer dropped the purchased device). Also, when the problem described in the review is of a long-lasting nature (stable) versus short-term nature (unstable). This study is important because so far we do not have a good understanding about whether a brand's participation in the online product reviews or eWOM context can influence potential consumers' thought patterns about the brands and purchase behavior. The study's findings show that brand feedback is most effective in increasing summary judgment about a brand and purchase intentions when such brands provide a feedback to a negative review describing a problem controlled by the brand and of a short-term nature.

Electronic word-of-mouth and information overload in an experiential service industry

2016 ◽  
Vol 26 (6) ◽  
pp. 788-810 ◽  
Author(s):  
Christopher Paul Furner ◽  
Robert Zinko ◽  
Zhen Zhu
Keyword(s):  
Decision Making ◽  
Information Processing ◽  
Purchase Intention ◽  
Word Of Mouth ◽  
Information Overload ◽  
Product Reviews ◽  
Information Load ◽  
Electronic Word Of Mouth ◽  
Content Type ◽  
Online Product Reviews

Purpose Trust and purchase intent are established, dependent variables in electronic commerce research. Recent studies have highlighted the importance of online product reviews in the development of purchase intention, which has led to the development of a substantial research effort in the realm of electronic word-of-mouth (e-WOM). The purpose of this paper is to incorporate e-WOM, information processing and decision-making theories to propose a model of the development of trust and purchase intention based on online product reviews, and incorporate information overload as a moderating factor. Design/methodology/approach This study tests the hypotheses using a scenario-based experiment. In total, 157 working adults were asked to read three hotel reviews of different information load. Upon completion, they were then asked to respond to Likert-based questions regarding their trust in the review and purchase intention. Findings An inverted U-shaped relationship exists between information load and both trust and purchase intention, where low-information load is ineffective at fostering trust and purchase intention, moderate information load is effective at fostering trust and purchase intention, and high-information load is less effective than moderate information load at fostering trust and purchase intention. Research limitations/implications Although the authors supported the inverted U-shaped relationship between information load and two outcomes, the authors only tested three different review lengths, resulting in limited precision, it is not clear where the inflection point is (i.e. exactly how many words results in information overload). Future studies might both seek more precision, and also consider more consumer characteristics, such as risk propensity. Practical implications Review platform operators with a stake in encouraging a sale should prioritize and highlight reviews of moderate length (which can be assessed automatically via word count), and consider restricting new reviews of products to minimum and maximum word counts. Originality/value This study enhances the relevant and growing body of online review research by: bringing uncertainty reduction theory to bear on the consumer’s information search efforts; using information overload, an important construct from classic information processing and decision-making literature to explain consumer behavior; and identifying a review characteristics (information load) which influences consumer attitudes about a review (trust) and the product (purchase intention). Finally, this study enhances research understanding of a specific experiential service: hospitality.

scholarly journals Pengaruh Social Media, Electronic Word of Mouth, Brand Attitude terhadap Purchase Intention Konsumen pada Situs Online Shopee Id

2021 ◽  
Vol 5 (5) ◽  
pp. 506
Author(s):  
Vivian Angelica
Keyword(s):  
Social Media ◽  
Purchase Intention ◽  
Word Of Mouth ◽  
Purchase Intentions ◽  
Brand Attitude ◽  
Electronic Word Of Mouth ◽  
Brand Attitudes ◽  
The One ◽  
Attitude Variable ◽  
Program Version

This study aims to determine the effect of social media, electronic word of mouth and brand attitude of purchase intention on consumers on the site online shopee id. This research was conducted on consumers on the site online shopee id. The analysis method uses multiple linear analysis methods where the data can be obtained by distributing questionnaires with 200 respondents. This type of research is quantitative and uses the SPSS program version 25. The results of the hypothesis show that there is a significant influence on social media, electronic word of mouth and brand attitudes on purchase intentions on consumers on the site online shopee id. Of the three variables, the one that most influences purchase intention is the brand attitude variable. Penelitian ini bertujuan untuk mengetahui pengaruh social media, electronic word of mouth dan brand attitude terhadap purchase intention pada konsumen di situs online shopee id. Peneitian ini dilakukan kepada konsumen di situs online shopee id. Metode analisis menggunakan metode analisis linier berganda dimana data didapat dengan menyebar kuisoner dengan responden sebanyak 200 orang responden. Jenis penelitian adalah kuantitatif dan menggunakan program SPSS versi 25. Hasil hipotesis penelitian menunjukan bahwa terdapat pengaruh yang signifikan social media, electronic word of mouth dan brand attitude terhadap purchase intention pada konsumen di situs online shopee id. Dari ketiga variabel tersebut, yang paling mempengaruhi purchase intention adalah variabel brand attitude.

Influence of Electronic Word of Mouth (e-WOM) on Brand Credibility and Egyptian Consumers' Purchase Intentions

2018 ◽  
Vol 8 (4) ◽  
pp. 1-14 ◽  
Author(s):  
Basma El-Sayed El-Baz ◽  
Reham Ibrahim Elseidi ◽  
Aisha Moustafa El-Maniaway
Keyword(s):  
Electronic Communication ◽  
Word Of Mouth ◽  
Purchase Intentions ◽  
Internet Usage ◽  
Electronic Word Of Mouth ◽  
Alternative Source ◽  
Brand Credibility ◽  
Usage Patterns ◽  
Research Findings ◽  
Source Of Information

Electronic communication has become an essential part of consumers' everyday lives. Consumers rely on the internet as an alternative source of information pertaining to brands that can be accessed easily. As a result, electronic word of mouth (e-WOM) has become a force to be reckoned with that needs to be understood in order to be properly managed. This research investigates how the credibility of the brand as a source of information might be influenced by consumers' engagement in e-WOM and whether this influence subsequently reflects on their purchase intentions. The research findings indicate that indeed there is a relationship between e-WOM and brand credibility that reflects both directly and indirectly on the consumer's purchase intentions. Based on this, several recommendations are developed to help managers navigate their online presence in a way that specifically suits their consumers' internet usage patterns, in order to effectively manage available e-WOM on their brands.

PERAN EWOM DALAM MEMBENTUK BRAND ATTITUDE DAN PURCHASE INTENTION PADA BRAND ROLLOVER REACTION

2019 ◽  
Vol 6 (2) ◽  
pp. 17-34
Author(s):  
Intan Syafira Gustia ◽  
Amelia Natasha Hilal ◽  
Sarah Annida Hanifa Hanum ◽  
Nabila Cyrilla ◽  
Nadia Kirana Paramita
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Brand Attitude ◽  
Social Networking Site ◽  
Equation Modeling ◽  
Purchase Decision ◽  
Product Reviews ◽  
Electronic Word Of Mouth ◽  
Using Data

ABSTRACT The purpose of this paper is to examine how user-generated positive social electronic word-of-mouth (eWOM) via Instagram affects brand attitude and, consequently, influences purchase intention of Rollover Reaction Lip Cream. The spending patterns of consumers, particularly decision-makers, have been affected to a substantial degree by the strong presence of brands on the web. eWOM, one among the shape of net product reviews, exercises extensive influence not only on the consumers’ attitude towards the brand but also impacts their buying intentions. A survey-based empirical study was conducted to examine the influence of social eWOM on brand attitude and purchase intention of consumers. Structural equation modeling (SEM) was applied using data collected from 120 respondents comprising users of Instagram. The research established that user-generated positive eWOM on social networking site, Instagram has an influence on Brand attitude and Purchase intention, and Brand attitude was found to be the biggest influence on purchase intention. Keywords:  Brand attitude, Purchase intention, Instagram, Online Shop, Social eWOM       ABSTRAK Electronic Word Of Mouth adalah salah satu pendekatan pemasaran yang digunakan pada era media sosial saat ini. Cepatnya arus informasi membuat konsumen melakukan transaksi informasi mengenai brand yang mereka gunakan atau mereka sukai dengan bentuk interaksi online.Tujuan penelitian ini untuk melihat interaksi Electronic Word Of Mouth yang positif dari pengguna sosial media Instagram berdampak pada brand attitude dan juga purchase intention terhadap brand Lipcream Rollover Reaction. EWOM tidak hanya mempengaruhi sikap pengguna terhadap merek lipstik lokal ini tetapi juga mempengaruhi keinginan membeli para konsumen. Penelitian yang berdasarkan survei ini dilakukan untuk melihat dampak dari social eWOM terhadap brand attitude dan purchase intention Lip Cream merek Rollover Reaction. Structural Equation Modelling (SEM) digunakan untuk mengoleksi data 120 responden yang merupakan pengguna Instagram. Riset ini menemukan bahwa sosial eWOM positif dari pengguna instagram memiliki pengaruh terhadap brand attitude. Social eWOM positif  juga memengaruhi  purchase decision dari produk Lip Cream Rollover Reaction. Dari hasil temuan kami, ternyata brand attitude memiliki pengaruh terbesar terhadap purchase decision. Kata Kunci: Instagram, eWOM, Brand attitude, Purchase intention, Social eWOM

What Drives Electronic Word of Mouth and Purchase in Social Commerce?

2020 ◽  
Vol 12 (4) ◽  
pp. 71-84
Author(s):  
Youngkeun Choi
Keyword(s):  
Purchase Intention ◽  
Word Of Mouth ◽  
Behavioral Control ◽  
Subjective Norm ◽  
Purchase Intentions ◽  
Perceived Behavioral Control ◽  
Electronic Word Of Mouth ◽  
Research Model ◽  
Social Commerce ◽  
Consumer Purchase Intention

The purpose of this study is to develop and verify the research model to examine the antecedents of electronic word of mouth on social commerce, which influences consumer purchase intentions. In the results, first, the attitude toward the electronic word of mouth, subjective norm, and perceived behavioral control increases the electronic word of the consumer. Second, a consumer's electronic word of mouth increases his or her purchase intention. Finally, attitude toward the electronic word of mouth and perceived behavioral control among the pioneers of the electronic word of mouth of the consumer increases his or her purchase intention through the electronic word of mouth. This study is the first one to contribute to the study of social commerce by giving scholarly attention to electronic word of mouth. This study provides new ways to stimulate consumer purchase intention.

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