Abstract
With the growth of Internet technologies more and more consumers are using it as a tool for information seeking about a product or a company. Enhancement of the Internet, popularity of e-commerce, and widespread diffusion of social media applications led to the emergence of eWOM. Although eWOM may be less personal than traditional WOM, it is seen as more powerful because it has significant reach and is publicly available (Hennig-Thurau et al. 2004).
Keywords
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.
This is a preview of subscription content, log in via an institution.
Buying options
Tax calculation will be finalised at checkout
Purchases are for personal use only
Learn about institutional subscriptionsReferences
Abed S, Dwivedi YK, Williams MD (2016) Social commerce as a business tool in Saudi Arabia’s SMEs. Int J Ind Cult Bus Manag 13(1):1–19
Aghakhani N, Karimi J (2013). Acceptance of implicit and explicit eWOM: a factor based study of social networking sites. In: Paper presented at the 19th Americas Conference on Information Systems, AMCIS 2013—hyperconnected world: anything, anywhere, anytime, pp 245–250
Ahrens J, Coyle JR, Strahilevitz MA (2013) Electronic word of mouth. The effects of incentives on e-referrals by senders and receivers. Eur J Market 47(7):1034–1051
Akyuz A (2013) Determinant factors influencing eWOM. Medit J Soc Sci 4(11):159–166
Hu N, Zhang J, Pavlou PA (2009) Overcoming the J-shaped distribution of product reviews. Comm ACM 52(10):144–147
Andreassen TW, Streukens S (2009) Service innovation and electronic word-of-mouth: Is it worth listening to? Manag Serv Quality Int J 19(3):249–265
Armelini G, Villanueva J (2011) Adding social media to the marketing mix. IESE Insight 9:29–36
Avery C, Resnick P, Zeckhauser R (1999) The market for evaluations. Am Econ Rev:564–584
Baek H, Ahn J, Choi Y (2012) Helpfulness of online consumer reviews: readers’ objectives and review cues. Int J Electron Commer 17(2):99–126
Baek H, Ahn J, Oh S (2014) Impact of tweets on box office revenue: focusing on when tweets are written. ETRI J 36(4):581–590
Bartikowski B, Walsh G (2014) Attitude contagion in consumer opinion platforms: posters and lurkers. Electron Mark 24(3):207–217
Beneke J, Mill J, Naidoo K, Wickham B (2015) The impact of willingness to engage in negative electronic word-of-mouth on brand attitude: a study of airline passengers in South Africa. J Bus Retail Manage Res 9(2):68–84
Bi J (2011) Research on the influence factors of negative internet word-of-mouth re-spread based on the grounded theory. Contemp Logistics 4:33–38
Blal I, Sturman MC (2014) The differential effects of the quality and quantity of online reviews on hotel room sales. Cornell Hosp Q 55(4):365–375
Breazeale M (2009) An assessment of electronic word-of-mouth research. Int J Mark Res 51(3):297–318
Bronner F, de Hoog R (2010) Consumer-generated versus marketer-generated websites in consumer decision making. Int J Mark Res 52(2):231–248
Bronner F, de Hoog R (2011) Vacationers and eWOM: who posts, and why, where, and what? J Travel Res 50(1):15–26
Brown JJ, Reingen PH (1987) Social ties and word-of-mouth referral behavior. J Consum Res 14(3):350–362
Burton J, Khammash M (2010) Why do people read reviews posted on consumer-opinion portals? J Mark Manage 26(3-4):230–255
Cadario R (2014) The impact of online word-of-mouth on television show viewership: an inverted U-shaped temporal dynamic. Mark Lett 23:1–12
Charlton G (2015) Ecommerce consumer reviews: why you need them and how to use them. https://econsultancy.com/blog/9366-ecommerce-consumer-reviews-why-you-need-them-and-how-to-use-them/. Accessed 23 Sep 2016
Chatterjee P (2001) Online reviews: do consumers use them? Adv Consum Res 28:129–133
Chaudhary A (2011) Supplementing consumer insights at electrolux by mining social media: an exploratory case study. Jonkoping University, Jonkoping
Chen Y, Xie J (2008) Online consumer review: word-of-mouth as a new element of marketing communication mix. Manage Sci 54(3):477–491
Chen Y, Fay S, Wang Q (2011a) The role of marketing in social media: how online consumer reviews evolve. J Interact Mark 25(2):85–94
Cheng Y-H, Ho H-Y (2015) Social influence’s impact on reader perceptions of online reviews. J Bus Res 68:883–887
Cheng X, Zhou M (2010) Empirical study on credibility of electronic word of mouth. Paper presented at the 2010 international conference on management and service science, MASS 2010
Cheung R (2014) The influence of electronic word-of-mouth on information adoption in online customer communities. Global Econ Rev 43(1):42–57
Cheung CMK, Lee MKO (2012) What drives consumers to spread electronic word of mouth in online consumer-opinion platforms. Decis Support Syst 53(1):218–225
Cheung CM, Thadani DR (2010) The effectiveness of electronic word-of-mouth communication: a literature analysis. In: Proceedings of the 23rd Bled eConference eTrust: implications for the individual, enterprises and society, p 329–345
Cheung CM, Thadani DR (2012) The impact of electronic word-of-mouth communication: a literature analysis and integrative model. Decis Support Syst 54(1):461–470
Cheung CM, Lee MK, Rabjohn N (2008) The impact of electronic word-of-mouth: the adoption of online opinions in online customer communities. Internet Res 18(3):229–247
Cheung MY, Luo C, Sia CL, Chen H (2009a) Credibility of electronic word-of-mouth: informational and normative determinants of on-line consumer recommendations. Int J Electron Commer 13(4):9–38
Chih W-H, Wang K-Y, Hsu L-C, Huang S-C (2013) Investigating electronic word-of-mouth effects on online discussion forums: the role of perceived positive electronic word-of-mouth review credibility. Cyberpsychol Behav Soc Netw 16(9):658–668
Choi JH, Scott JE (2013) Electronic word of mouth and knowledge sharing on social network sites: a social capital perspective. J Theor Appl Electron Commer Res 8(1):69–82
Church EM, Iyer LS, Zhao X (2015) Using interest graphs to predict rich-media diffusion in content-based online social networks. Inf Syst Manage 32(3):210–219
Cisco Internet Business Solutions Group (2013) Catch and keep digital shoppers. http://www.cisco.com/web/about/ac79/docs/retail/Catch-andKeep-the-Digital-ShopperPoV.pdf
Cui G, Guo X (2009) The impact of online word-of-mouse: sales of new products at amazon.com. Paper presented at the ICETE 2009—international joint conference on e-business and telecommunications, p 143–150
De Valck K, Van Bruggen GH, Wierenga B (2009) Virtual communities: a marketing perspective. Decis Support Syst 47(3):185–203
Deka G, Rathore S, Panwar A (2015) Developing a research framework to assess online consumer behaviour using netnography in India: a review of related research. Capturing, Analyzing, and Managing Word-of-Mouth in the Digital Marketplace, p 154
Dellarocas C (2003) The digitization of word of mouth: promise and challenges of online feedback mechanisms. Manage Sci 49(10):1407–1424
Dellarocas C, Narayan R (2007) Tall heads vs. long tails: do consumer reviews increase the informational inequality between hit and niche products?. Robert H. Smith School of Business Research Paper, (06-056)
Dellarocas C, Gao G, Narayan R (2010) Are consumers more likely to contribute online reviews for hit or niche products? J Manage Inf Syst 27(2):127–157
Dhar V, Chang EA (2009) Does chatter matter? The impact of user-generated content on music sales. J Interact Mark 23(4):300–307
Doh SJ, Hwang JS (2009) How consumers evaluate eWOM (electronic word-of-mouth) messages. Cyberpsychol Behav 12(2):193–197
Dwivedi YK, Kapoor KK, Chen H (2015) Social media marketing and advertising. Mark Rev 15(3):289–309
Fakharyan M, Jalilvand MR, Elyasi M, Mohammadi M (2012) The influence of online word of mouth communications on tourists’ attitudes toward Islamic destinations and travel intention: evidence from Iran. Afr J Business Manage 6(38):10381
Feng J, Papatla P (2011) Advertising: stimulant or suppressant of online word of mouth? J Interact Mark 25(2):75–84
Flanagin AJ, Metzger MJ, Pure R, Markov A, Hartsell E (2014) Mitigating risk in ecommerce transactions: perceptions of information credibility and the role of user-generated ratings in product quality and purchase intention. Electron Commer Res 14(1):1–23
Floyd K, Freling R, Alhoqail S, Cho HY, Freling T (2014) How online product reviews affect retail sales: a meta-analysis. J Retail 90(2):217–232
Friedman EJ, Resnick P (2001) The social cost of cheap pseudonyms. J Econ Manage Strateg 10(2):173–199
Gheorghe I-R, Liao M-N (2012) Investigating Romanian healthcare consumer behaviour in online communities: Qualitative research on negative eWOM. In: Lacob AI, Baskan GA, Uzunboylu H (eds) World conference on business, economics and management, vol 62, p 268–274
Godes D, Mayzlin D (2004) Using online conversations to study word-of-mouth communication. Mark Sci 23(4):545–560
Goldenberg J, Libai B, Muller E (2001) Talk of the network: a complex systems look at the underlying process of word-of-mouth. Mark Lett 12(3):211–223
Goldsmith RE (2006) Electronic word-of-mouth. In: Khosrow-Pour M (ed) Encyclopedia e-commerce, e-government mobile commerce. Idea Group Publishing, Hershey, pp 408–412
Goldsmith RE, Horowitz D (2006) Measuring motivations for online opinion seeking. J Interact Advert 6(2):2–14
Guo G, Chen K, He F (2009a) An empirical study on the influence of perceived credibility of online consumer reviews. J Chin Mark 3(1):13–20
Guo G, Wang X, Zeng F (2009b) A study on the impact of external incentives on P-EWOM. Paper presented at marketing science innovations and economic development—proceedings of 2009 summit international marketing science and management technology conference
Hansen SS, Lee JK (2013) What drives consumers to pass along marketer-generated eWOM in social network games? Social and game factors in play. J Theor Appl Electron Commer Res 8(1):53–68
Henke LL (2013) Breaking through the clutter: the impact of emotions and flow on viral marketing. Acad Mark Stud J 17(2):111–118
Hennig-Thurau T, Walsh G (2003) Electronic word-of-mouth: motives for and consequences of reading customer articulations on the Internet. Int J Electron Commer 8(2):51–74
Hennig-Thurau T, Gwinner KP, Walsh G, Gremler DD (2004) Electronic word-of-mouth via consumer-opinion platforms: what motivates consumers to articulate themselves on the internet? J Interact Mark 18(1):38–52
Hennig-Thurau T, Malthouse EC, Friege C, Gensler S, Lobschat L, Rangaswamy A, Skiera B (2010) The impact of new media on customer relationships. J Serv Res 13(3):311–330
Herr PM, Kardes FR, Kim J (1991) Effects of word-of-mouth and product-attribute information on persuasion: an accessibility-diagnosticity perspective. J Consum Res 17(4):454–462
Hsu C-L, Lin JC-C, Chiang H-S (2013) The effects of blogger recommendations on customers’ online shopping intentions. Int Rescuer 23(1):69–88
Huang G-H, Korfiatis N (2015) Trying before buying: the moderating role of online reviews in trial attitude formation toward mobile applications. Int J Electro Commer 19(4):77–111
Huang L, Shao J, Wang W (2013) Research on the relationships between hotel internet word-of-mouth and customers’ behavior intention based on trust. Paper presented at the proceedings of 2013 6th international conference on information management, innovation management and industrial engineering, ICIII 2013. p 250–254
Hung KH, Li SY (2007) The influence of eWOM on virtual consumer communities: social capital, consumer learning, and behavioral outcomes. J Advert Res 47(4):485
Jalilvand MR, Esfahani SS, Samiei N (2011) Electronic word-of-mouth: challenges and opportunities. Procedia Comput Sci 3:42–46
Jeong E, Jang SS (2011) Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations. Int J Hosp Manag 30(2):356–366
Jeong H-J, Koo D-M (2015) Combined effects of valence and attributes of e-WOM on consumer judgment for message and product. The moderating effect of brand community type. Int Rescuer 25(1):2–29
Kaijasilta N (2013) The conceptualization of electronic Word-of-Mouth (EWOM) and company practices to monitor, encourage, and commit to EWOM-a service industry perspective.
Kapoor PS, Gunta S (2016) Impact of Anonymity and identity deception on social media eWOM. In: Dwivedi YK et al. (eds) Proceedings of 15th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society (I3E 2016), Swansea, UK, September 13–15. Lecture Notes in Computer Science, Springer International Publishing. p 360–370
Kiecker P, Cowles D (2002) Interpersonal communication and personal influence on the Internet: a framework for examining online word-of-mouth. J Euromark 11(2):71–88
Kietzmann J, Canhoto A (2013) Bittersweet! Understanding and managing electronic word of mouth. J Public Aff 13(2):146–159
Kim J, Gupta P (2012) Emotional expressions in online user reviews: how they influence consumers’ product evaluations. J Bus Res 65(7):985–992
Kim SH, Park N, Park SH (2013) Exploring the effects of online word of mouth and expert reviews on theatrical movies’ box office success. J Med Econ 26(2):98–114
King RA, Racherla P, Bush VD (2014) What we know and don’t know about online word-of-mouth: a review and synthesis of the literature. J Interact Mark 28(3):167–183
Kozinets RV, De Valck K, Wojnicki AC, Wilner SJ (2010) Networked narratives: understanding word-of-mouth marketing in online communities. J Mark 74(2):71–89
Ku YC, Wei CP, Hsiao HW (2012) To whom should I listen? Finding reputable reviewers in opinion-sharing communities. Decis Support Syst 53(3):534–542
Kuhn A, Burns KS (2008) From MySpace to brandspace: elements of brand-sponsored MySpace profiles. In: American Academy of Advertising. Conference. Proceedings (Online) (p. 242). American Academy of Advertising.
Ladhari R, Michaud M (2015) eWOM effects on hotel booking intentions, attitudes, trust, and website perceptions. Int J Hosp Manag 46:36–45
Lange-Faria W, Elliot S (2012) Understanding the role of social media in destination marketing. Tourismos Int Multidiscip J Tourism 7(1):193–207
Lee YL, Song S (2010) An empirical investigation of electronic word-of-mouth: informational motive and corporate response strategy. Comput Hum Behav 26(5):1073–1080
Lee K, Yi H (2010) Effects of the valence of eWOM on perceived message credibility. J Internet Electron Commer Res 10(4):75–95
Lee M, Youn S (2009) Electronic word of mouth (eWOM) How eWOM platforms influence consumer product judgement. Int J Advert 28(3):473–499
Lee J, Park DH, Han I (2008) The effect of negative online consumer reviews on product attitude: an information processing view. Electron Commer Res Appl 7(3):341–352
Li X, Hitt LM (2008) Self-selection and information role of online product reviews. Inf Syst Res 19(4):456–474
Lin TM, Lu KY, Wu JJ (2012) The effects of visual information in eWOM communication. J Res Interact Mark 6(1):7–26
Lis B (2013) In eWOM we trust a framework of factors that determine the eWOM credibility. Bus Inf Syst Eng 5(3):129–140
Litvin SW, Goldsmith RE, Pan B (2008) Electronic word-of-mouth in hospitality and tourism management. Tour Manag 29(3):458–468
Lopez M, Sicilia M (2014) Determinants of E-WOM influence: the role of consumers’ internet experience. J Theor Appl Electron Commer Res 9(1):28–43
Luo C, Lan Y, Wang C, Ma L (2013) The effect of information consistency and information aggregation on ewom readers’ perception of information overload. Paper presented at the proceedings—Pacific Asia conference on information systems, PACIS 2013
Luo C, Luo X, Xu Y, Warkentin M, Sia CL (2015) Examining the moderating role of sense of membership in online review evaluations. Inf Manage 52(3):305–316
Mardhiyah D, Dharmmesta BS, Purwanto BM (2013) Antecedents to intention to engage in the online negative word-of-mouth communication. Gadjah Mada Int J Bus 15(2):113–132
Mathur D, Mathur D (2015) Word of mouth on social media: a potent tool for brand building. Capturing, Analyzing, and Managing Word-of-Mouth in the Digital Marketplace:45–61
Mauri AG, Minazzi R (2013) Web reviews influence on expectations and purchasing intentions of hotel potential customers. Int J Hosp Manag 34:99–107
Mayzlin D (2006) Promotional chat on the Internet. Mark Sci 25((2)):155–163
Metzger MJ (2007) Making sense of credibility on the web: models for evaluating online information and recommendations for future research. J Am Soc Inf Sci Technol 58(13):2078–2091
Moore SG (2015) Attitude predictability and helpfulness in online reviews: the role of explained actions and reactions. J Consum Res 42(1):30–44
Nielsen (2012) Global online consumers and multi-screen media: today and tomorrow. http://www.scientificamerican.com/article.cfm?id=manipulation-of-the-crowd
Pan Y, Zhang JQ (2011) Born unequal: a study of the helpfulness of user-generated product reviews. J Retail 87(4):598–612
Park D-H, Kim S (2008) The effects of consumer knowledge on message processing of electronic word-of-mouth via online consumer reviews. Electron Commer Res Appl 7(4):399–410
Park D-H, Lee J (2008) eWOM overload and its effect on consumer behavioral intention depending on consumer involvement. Electron Commer Res Appl 7(4):386–398
Park D-H, Lee J, Han I (2006) Information overload and its consequences in the context of online consumer reviews. Paper presented at the PACIS 2006— 10th Pacific Asia conference on information systems: ICT and innovation economy, p 197–209
Peng CH, Yin D, Wei CP, Zhang H (2014) How and when review length and emotional intensity influence review helpfulness: empirical evidence from Epinions. com. In: Thirty fifth international conference on information systems, Auckland
Pfeffer J, Zorbach T, Carley KM (2014) Understanding online firestorms: negative word-of-mouth dynamics in social media networks. J Mark Commun 20(1-2):117–128
Rathore S, Panwar A (2015) Capturing, analyzing, and managing word-of-mouth in the digital marketplace. IGI Global, Hershey
Rathore AK, Ilavarasan PV, Dwivedi YK (2016) Social media content and product co-creation: an emerging paradigm. J Enterprise Inf Manage 29(1):7–18
Ravaglia V, Zanazzi L, Mazzoni E (2015a) Network text analysis and sentiment analysis: an integration to analyse word-of mouth. In: Rathore S, Panwar A (eds) Capturing, analyzing, and managing word-of-mouth in the digital marketplace, vol 137. IGI Global, Hershey
Ravaglia V, Zanazzi L, Mazzoni E (2015b) Network text analysis and sentiment analysis: an integration to analyse word-of mouth. In: Rathore S, Panwar A (eds) Capturing, analyzing, and managing word-of-mouth in the digital marketplace. IGI Global, Hershey, pp 137–153
Raymond RK (2016). When word-of-mouth goes online: evaluating the characteristics and effects of Ewom communication. Available at SSRN.
Reichelt J, Sievert J, Jacob F (2014) How credibility affects eWOM reading: the influences of expertise, trustworthiness, and similarity on utilitarian and social functions. J Mark Commun 20(1-2):65–81
Robinson R, Goh TT, Zhang R (2012) Textual factors in online product reviews: a foundation for a more influential approach to opinion mining. Electron Commer Res 12(3):301–330
Scholz P, Voracek J, Smrcka F (2014) Quo Vadis, Hotel Management?. In: European conference on management, leadership & governance, p 312. Academic Conferences International Limited
Sen S (2008) Determinants of consumer trust of virtual word-of-mouth: an observation study from a retail website. J Am Acad Bus 14(1):30
Shareef MA, Dwivedi YK, Kumar V (2016) Mobile marketing channel: online consumer Behavior. Springer International Publishing. http://link.springer.com/book/10.1007%2F978-3-319-31287-3
Shi M (2003) Social network-based discriminatory pricing strategy. Mark Lett 14(4):239–256
Song SW, Sun JH (2011) Understanding negative electronic word-of-mouth (eWOM): social ties and key determinants. Korean Manage Sci Rev 28(3):95–112
Steffes EM, Burgee LE (2009) Social ties and online word of mouth. Internet Res 19(1):42–59
Taylor DG, Strutton D, Thompson K (2012) Self-enhancement as a motivation for sharing online advertising. J Interact Advert 12(2):13–28
Thorson KS, Rodgers S (2006) Relationships between blogs as eWOM and interactivity, perceived interactivity, and parasocial interaction. J Interact Advert 6(2):5–44
Trenz M, Berger B (2013) Analyzing online customer reviews—an interdisciplinary literature review and research agenda. Paper presented at the ECIS 2013—proceedings of the 21st European conference on information systems
Tsao WC, Hsieh MT (2015) eWOM persuasiveness: do eWOM platforms and product type matter? Electro Commer Res 15(4):509–541
Varadarajan PR, Yadav MS (2002) Marketing strategy and the internet: an organizing framework. J Acad Mark Sci 30(4):296–312
Wang X, Teo H-H, Wang D (2013) Revenging instrumentality of eWOMS: an investigation of online negative consumption information contribution. Paper presented at the proceedings—Pacific Asia conference on information systems, PACIS 2013
Wang C-C, Yang YY-H, Wang P (2014) Sharing word-of-mouths or not: The difference between independent and interdependent self-construal. Paper presented at the proceedings—Pacific Asia conference on information systems, PACIS 2014
Weber Shandwick/KRC Research (2012) Buy It, Try It, Rate It, http://www.webershandwick.com/resources/ws/flash/reviewssurveyreportfinal.pdf
Wei Z, Ke Y (2011) The wisdom of the crowds: creating value with blogs and eWoM. In: Understanding the interactive digital media marketplace: frameworks, platforms, communities and issues: frameworks, platforms, communities and issues, p 330–337
Willemsen LM (2013) Electronic word of mouth: challenges for consumers and companies. PhD thesis, University of Amsterdam
Willemsen LM, Neijens PC, Bronner F (2012) The ironic effect of source identificationon the perceived credibility of online product reviewers. J Comput Mediat Communi 18(1):16–31
Wu PF (2013) In search of negativity bias: an empirical study of perceived helpfulness of online reviews. Psychol Mark 30(11):971–984
Xun J, Reynolds J (2010) Applying netnography to market research: the case of the online forum. J Target Meas Anal Mark 18(1):17–31
Yang Y, Wang CC, Lai MC (2012) Using bibliometric analysis to explore research trend of electronic word-of-mouth from 1999 to 2011. Int J Innov Manage Technol 3(4):337–342
Yin D, Bond S, Zhang H (2014) Anxious or angry? Effects of discrete emotions on the perceived helpfulness of online reviews. MIS Q 38(2):539–560
Yoo CW, Sanders GL, Moon J (2013) Exploring the effect of e-WOM participation on e-loyalty in e-commerce. Decis Support Syst 55(3):669–678
Zhang JQ, Craciun G, Shin D (2010) When does electronic word-of-mouth matter? A study of consumer product reviews. J Bus Res 63(12):1336–1341
Author information
Authors and Affiliations
Rights and permissions
Copyright information
© 2017 The Author(s)
About this chapter
Cite this chapter
Ismagilova, E., Dwivedi, Y.K., Slade, E., Williams, M.D. (2017). Electronic Word-of-Mouth (eWOM). In: Electronic Word of Mouth (eWOM) in the Marketing Context. SpringerBriefs in Business. Springer, Cham. https://doi.org/10.1007/978-3-319-52459-7_3
Download citation
DOI: https://doi.org/10.1007/978-3-319-52459-7_3
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-52458-0
Online ISBN: 978-3-319-52459-7
eBook Packages: Business and ManagementBusiness and Management (R0)