The Cause and Effects of Word of Mouth from Consumer Intention and Behavior Perspectives: A SEM Model Approach
Abstract. As word-of-mouth (WOM)has been a major issue in the Consumer research, a lot of independent variables as WOM’s causes and effects have been accumulated. However, they have not been considered systematically in one identical model, in order to compare across their relative effects. This paper adopted a structural equation modeling method to incorporate significant variables with an integrative framework of consumer intention and behavior. Theoretical and practical insights were offered via the results of analyses.
Keywords: Word-of-Mouth, Structural equation modeling, Cause-effects, Consumer intention and behavior.
JEL. M10, L33, L52.
Ahmad, N., Vveinhardt, J., & Ahmed, R. (2014). Impact of word of mouth on consumer buying decision. European Journal of Business and Management, 6(31), 394-403.
Alexandrov, A., Lilly, B., & Babakus, E. (2013). The effects of social- and self-motives on the intentions to share positive and negative word of mouth. Journal of Academy of Marketing Science, 41(5), 531-546. doi. 10.1007/s11747-012-0323-4
Anderson, J.C., & Garbing, D.W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulettin, 103(3), 411-423. doi. 10.1037/0033-2909.103.3.411
Bayón, T., & Wangenheim, F.V. (2007). The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition. Journal of Academic Marketing Science, 35(2), 233-249. doi. 10.1007/s11747-007-0037-1
Bayus, B.L. (1985). Word of mouth: The indirect effects of marketing efforts. Journal of Advertising Research, 25(3), 31-39. Doi. 10.1561/1700000025
Berger, J. (2014). Word of mouth and interpersonal communication: A review and directions for future research. Journal of Consumer Psychology, 24(4), 586–607. doi. 10.1016/j.jcps.2014.05.002
Berger, J., & Schwartz, E.M. (2011). What drives immediate and ongoing word of mouth. Journal of Marketing Research, 48(5), 869-880. doi. 10.1509/jmkr.48.5.869
Blodgett, J.G., Grandbois, D.H., & Walters, R.G. (1993). The effects of perceived justice on complaints' negative word-of-mouth behavior and repatronage intentions. Journal of Retailing, 69(4), 399-428. doi. 10.1016/0022-4359(93)90015-B
Bond, S.D., & He, S.X. (2015). Why is the crowd divided? Attribution for dispersion in online word of mouth. Journal of Consumer Research, 41(6), 1509-1527. doi. 10.1086/680667
Bone, P.F. (1995). Word-of-mouth effects on short-term and long-term product judgements. Journal of Business Research, 32(3), 213-223. doi. 10.1016/0148-2963(94)00047-I
Brown, J.J., & Reingen, P.H. (1987). Social ties and word-of-mouth referral behavior. Journal of Consumer Research, 14(3), 350-362. doi. 10.1086/209118
Brown, T.J., Barry, T.E., Dacin, P.A., & Gunst, R.F. (2005). Spreading the word: Investigating antecedents of consumers' positive word-of-mouth intentions and behaviors in a retailing context. Journal of the Academy of Marketing Science, 33(2), 123-138. doi. 10.1177/0092070304268417
Casielles, R.V., Alvarez, L.S., & Lanza, A.D. (2013). The word of mouth dynamic: How positive (and negative) WOM drives purchase probability an analysis of interpersonal and non-interpersonal factors. Journal of Advertising Research, 53(1), 43-60. doi. 10.2501/JAR-53-1-043-060
Cheema, A., & Kaikati, A.M. (2010). The effect of need for uniqueness on word of mouth. Journal of Marketing Research, 47(3), 553–563. doi. 10.1509/jmkr.47.3.553
Cheung, R. (2014). The influence of electronic word of mouth on information adoption in online customer communities. Global Economic Review, 43(1), 42-57. doi. 10.1080/1226508X.2014.884048
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. Cyberpsychology, Behavior, and Social Networking, 16(9), 658-668. doi. 10.1089/cyber.2012.0364
Chu, S.-C., & Kim, Y. (2011). Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites. International Journal of Advertising, 30(1), 47-75. doi. 10.2501/IJA-30-1-047-075
Clemes, M.D., Gan, C., & Zhang, J. (2014). An empirical analysis of online shopping adoption in Beijing, China. Journal of Retailing and Consumer Services, 21(3), 364-371. doi. 10.1016/j.jretconser.2013.08.003
de Matos, C., & Rossi, C.V. (2008). Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moerators. Journal of the Academic Marketing Science, 36, 578-596. doi. 10.1007/s11747-008-0121-1
Dobele, A., Toleman, D., & Beverland, M. (2005). Controlled infection! Spreading the brand message through viral marketing. Bus,ness Horizon, 48(2), 143-149. doi. 10.1016/j.bushor.2004.10.011
Duhan, D.F., Johnson, S.D., Wilcox, J.B., & Harrell, G.D. (1997). Influences on consumer use of word-of-mouth recommendation sources. Journal of the Academy of Marketing Science, 25, 283-295. doi. 10.1177/0092070397254001
Fang, Y.-H. (2014). Beyond the credibility of electronic word of mouth: Exploring eWOM adoption on social networking sites from affective and curiosity perspectives. International Journal of Electronic Commerce, 18(3), 67-101.
Gatautis, R., Kazekeviciute, A., & Tarutis, M. (2014). Controllable factors impact on consumer online behaviour. Economics and Management, 19(1), 63-71. doi. 10.5755/j01.em.19.1.5692
Gatignon, H., & Robertson, T.S., (1989). Technology diffusion: An empirical test of competitive effects. Journal of Marketing, 53(1), 35-49. doi. 10.2307/1251523
Gross, R. (2014). A theoretical consumer decision making model: The influence of interactivity and information overload on consumers intent to purchase online. International Journal of Business Management & Economic Research, 5(4), 64-70.
Higie, R.A., Feick, L.F., & Price, L.L. (1987). Types and amount of word-of-mouth communications about retailers. Journal of Retailing, 63(3), 260-278.
Hwang, J., Lee, B., & Kim, K. (2014). Information asymmetry, social networking site word of mouth, and mobility effects on social commerce in Korea. Cyberpsychology, Behavior, and Social networkin, 17(2), 117-124. doi. 10.1089/cyber.2012.0566
Jin, A.S.-A., & Phua, J. (2014). Following celebrities’ tweets about brands: The impact of twitter-based electronic word-of-mouth on consumers’ source credibility perception, buying intention, and social identification with celebrities. Journal of Advertising, 43(2), 181-195. doi. 10.1080/00913367.2013.827606
Kawakami, T., & Parry, M.E. (2013). The impact of word of mouth sources on the perceived usefulness of an innovation. Journal of Product Innovation Management, 30(6), 1112-1127. doi. 10.1111/jpim.12049
Lau, G., & Ng, S. (2001). Individual and situational factors influencing negative word-of-mouth behaviour. Canadian Journal of Administrative Sciences, 18(3), 163-178. doi. 10.1111/j.1936-4490.2001.tb00253.x
Lee, Y.-C., & Wu, W.-L. (2015). Effects of medical disputes on internet communications of negative emotions and negative online word-of-mouth. Psychological Reports: Relationships & Communications, 117(1), 251-270. doi. 10.2466/21.PR0.117c13z1
Maxham, J.G. (1999). Service recovery’s influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. Journal of Business Research, 54(1), 11-24. doi. 10.1016/S0148-2963(00)00114-4
Okazaki, S. (2009). Social influence model and electronic word of mouth PC versus mobile internet. International Journal of Advertising, 28(3), 439-472. doi. 10.2501/S0265048709200692
Park, C., & Lee, T.M. (2009). Information direction, website reputation and eWOM effect: A moderating role of product type. Journal of Business Research, 62(1), 61–67. doi. 10.1016/j.jbusres.2007.11.017
Phillips, W., Wolfe, K., Hodur, N., & Leistritz, L.F. (2013). Tourist word of mouth and revisit intentions to rural tourism destinations: A case of North Dakota, USA. International Journal of Tourism Research, 15(1), 93-104. doi. 10.1002/jtr.879
Rezvani, M., Hoseini, H., & Samadzadeh, M. (2012). Investigating the role of word of mouth on consumer based brand equity creation in Iran's cell-phone market. Journal of Knowledge Management, Economics and Information Technology, 2(1), 1-15.
Schumann, J.H., Wangenheim, F.V., Stringfellow, A., Yang, Z., Blazevic, V., Praxmarer, S., et al., (2010). Cross-cultural differences in the effect of received word-of-mouth referral in relational service exchange. Journal of International Marketing, 18(3), 62-80. doi. 10.1509/jimk.18.3.62
Senecal, S., & Nantel, J. (2004). The influence of online product recommendations on consumers’ online choices. Journal of Retailing, 80(2), 159-169. doi. 10.1016/j.jretai.2004.04.001
Seung-A.A., & Phua, J. (2014). Following celebrities’ tweets about brands: The impact of twitter-based electronic word-of-mouth on consumers’ source credibility perception, buying intention, and social identification with celebrities. Journal of Advertising, 43(2), 181-195. doi. 10.1080/00913367.2013.827606
Severi, E., Ling, K., & Nasermoadeli, A. (2014). The impacts of electronic word of mouth on brand equity in the context of social media. International Journal of Business and Management, 9(8), 84-96. doi. 10.5539/ijbm.v9n8p84
Shiu, E.M., Walsh, G., Hassan, L.M., & Shaw, D. (2011). Consumer uncertainty, revisited. Psychology & Marketing, 28(6), 584-607. doi. 10.1002/mar.20402
Sweeny, J.C., Webb, D., Mazzarol, T., & Soutar, G.N. (2014). Self-determination theory and word of mouth about energy-saving behaviors: An online experiment. Psychology and Marketing, 31(9), 698-716. doi. 10.1002/mar.20729
Tax, S.S., Brown, S.W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62(2), 60-76. doi. 10.2307/1252161
Vijayasarathy, L. (2002). Product characteristics and internet shopping intentions. Internet Research, 12(5), 411-426. doi. 10.1108/10662240210447164
Wien, A.H., & Olsen, S.O. (2014). Understanding the relationship between Individualis and word of mouth: A self-enhancement explanation. Psychology and Marketing, 31(6), 416-425. doi. 10.1002/mar.20704
You, Y., Vadakkepatt, G.G., & Joshi, A.M. (2015). A meta-analysis of electronic word-of-mouth elasticity. Journal of Marketing, 79, 19-39. doi. 10.1509/jm.14.0169
- There are currently no refbacks.
Journal of Economic and Social Thought - J. Econ. Soc. Thoug. - JEST - www.kspjournals.org
Copyright © KSP Journals