Impact of electronic Word Of Mouth (eWOM) on Consumer Behaviour
Abstract
Word-of-mouth (WOM) is one of the most influential sources of information transmission. However, its effectiveness is limited to social contact. With the rise of social commerce, electronic word-of-mouth (eWOM) has become an important reference for information users. However, the quality of information communicated by eWOM across major platforms is uneven, which seriously affects users' trust in eWOM and platform reputation. Therefore, this study provides an overview of the influence of eWOM on consumer decision-making and purchasing behavior, as well as eWOM interest, from an information quality perspective. The literature review method was used, with Scopus indexed articles using the eWOM keyword taken from the database using Harzing's Publish or Perish (PoP). The articles were selected based on their Google Scholar rating from 1 to 20.Keywords: electronic word of mouth (eWOM), purchasing decisions, consumers, consumer behavior.
References
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N. Y. Bhat and S. A. Bhat, “The influence of Electronic word of mouth (Ewom) on Consumers Purchase Intention: A review and analysis of the existing literature,†IOSR J. Eng, vol. 10, no. 6, 2020.
B. Kurdi, M. Alshurideh, I. Akour, H. Alzoubi, B. Obeidat, and A. Alhamad, “The role of digital marketing channels on consumer buying decisions through eWOM in the Jordanian markets,†Int. J. Data Netw. Sci., vol. 6, no. 4, pp. 1175–1186, 2022.
S. Khan, A. Anwar, and S. Qabool, “Evaluating the Impact of eWOM Adoption on Consumer Purchasing Intentions,†Int. J. Soc. Sci. Entrep., vol. 3, no. 1, pp. 62–84, 2023.
S. Tobon and J. GarcÃa-Madariaga, “The influence of opinion leaders’ ewom on online consumer decisions: A study on social influence,†J. Theor. Appl. Electron. Commer. Res., vol. 16, no. 4, pp. 748–767, 2021.
J. Hornik, R. Shaanan Satchi, and M. Rachamim, “The joy of pain: A gloating account of negative electronic word-of-mouth communication following an organizational setback,†Internet Res., vol. 29, no. 1, pp. 82–103, 2019.
A. S. Cantallops and F. Salvi, “New consumer behavior: A review of research on eWOM and hotels,†Int. J. Hosp. Manag., vol. 36, pp. 41–51, 2014.
L. Willemsen, P. C. Neijens, and F. A. Bronner, “Webcare as customer relationship and reputation management? Motives for negative electronic word of mouth and their effect on webcare receptiveness,†in Advances in Advertising Research (Vol. IV) The Changing Roles of Advertising, Springer, 2013, pp. 55–69.
S. Park and H. W. Park, “A webometric network analysis of electronic word of mouth (eWOM) characteristics and machine learning approach to consumer comments during a crisis,†Prof. la Inf., vol. 29, no. 5, 2020.
M. A. G. Elmada, M. V. Elmaresa, S. Wardhani, and W. A. N. Putri, “Online reputation management with an electronic word of mouth approach,†J. Komun. Prof., vol. 6, no. 2, pp. 119–128, 2022.
R. Filieri and F. McLeay, “E-WOM and accommodation: An analysis of the factors that influence travelers’ adoption of information from online reviews,†J. Travel Res., vol. 53, no. 1, pp. 44–57, 2014.
S. W. Litvin, R. E. Goldsmith, and B. Pan, “Electronic word-of-mouth in hospitality and tourism management,†Tour. Manag., vol. 29, no. 3, pp. 458–468, 2008.
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?,†J. Interact. Mark., vol. 18, no. 1, pp. 38–52, 2004.
S. W. Litvin, R. E. Goldsmith, and B. Pan, “A retrospective view of electronic word-of-mouth in hospitality and tourism management,†Int. J. Contemp. Hosp. Manag., vol. 30, no. 1, pp. 313–325, 2018.
T. Sun, S. Youn, G. Wu, and M. Kuntaraporn, “Online word-of-mouth (or mouse): An exploration of its antecedents and consequences,†J. Comput. Commun., vol. 11, no. 4, pp. 1104–1127, 2006.
S. M. C. Loureiro and E. M. Sarmento, “Exploring the determinants of instagram as a social network for online consumer-brand relationship,†J. Promot. Manag., vol. 25, no. 3, pp. 354–366, 2019.
S. Hussain, X. Song, and B. Niu, “Consumers’ motivational involvement in eWOM for information adoption: The mediating role of organizational motives,†Front. Psychol., vol. 10, p. 3055, 2020.
A. Firman, G. B. Ilyas, H. K. Reza, S. D. Lestari, and A. H. P. K. Putra, “The mediating role of customer trust on the relationships of celebrity endorsement and e-WOM to Instagram Purchase intention,†J. Minds Manaj. Ide dan Inspirasi, vol. 8, no. 1, pp. 107–126, 2021.
A. Reyes-Menendez, J. R. Saura, and J. G. Martinez-Navalon, “The impact of e-WOM on hotels management reputation: exploring tripadvisor review credibility with the ELM model,†Ieee Access, vol. 7, pp. 68868–68877, 2019.
P. Robinson, “World politics and media power: Problems of research design,†Media, Cult. Soc., vol. 22, no. 2, pp. 227–232, 2000.
F. Dost, U. Phieler, M. Haenlein, and B. Libai, “Seeding as part of the marketing mix: word-of-mouth program interactions for fast-moving consumer goods,†J. Mark., vol. 83, no. 2, pp. 62–81, 2019.
S. G. Moore and K. C. Lafreniere, “How online wordâ€ofâ€mouth impacts receivers,†Consum. Psychol. Rev., vol. 3, no. 1, pp. 34–59, 2020.
M. T. Nuseir, “The impact of electronic word of mouth (e-WOM) on the online purchase intention of consumers in the Islamic countries–a case of (UAE),†J. Islam. Mark., 2019.
K. Kajtazi and J. Zeqiri, “The effect of e-WOM and content marketing on customers’ purchase intention,†Int. J. Islam. Mark. Brand., vol. 5, no. 2, pp. 114–131, 2020.
D.-H. Park, J. Lee, and I. Han, “The effect of on-line consumer reviews on consumer purchasing intention: The moderating role of involvement,†Int. J. Electron. Commer., vol. 11, no. 4, pp. 125–148, 2007.
S. Dhakal, A. Nankervis, J. Burgess, and V. Prikshat, “Challenges and strategies of transition from graduation to work in the post-2020 Asia Pacific and beyond: A comparative analysis of nine countries,†in The Transition from Graduation to Work, Springer, 2019, pp. 241–253.
E. Ismagilova, Y. K. Dwivedi, and E. Slade, “Perceived helpfulness of eWOM: Emotions, fairness and rationality,†J. Retail. Consum. Serv., vol. 53, p. 101748, 2020.
R. Filieri, F. Acikgoz, V. Ndou, and Y. Dwivedi, “Is TripAdvisor still relevant? The influence of review credibility, review usefulness, and ease of use on consumers’ continuance intention,†Int. J. Contemp. Hosp. Manag., vol. 33, no. 1, pp. 199–223, 2021.
D. Buhalis, E. P. López, and J. A. Martinez-Gonzalez, “Influence of young consumers’ external and internal variables on their e-loyalty to tourism sites,†J. Destin. Mark. Manag., vol. 15, p. 100409, 2020.
A. Shankar, C. Jebarajakirthy, and M. Ashaduzzaman, “How do electronic word of mouth practices contribute to mobile banking adoption?,†J. Retail. Consum. Serv., vol. 52, p. 101920, 2020.
N. Donthu, S. Kumar, N. Pandey, N. Pandey, and A. Mishra, “Mapping the electronic word-of-mouth (eWOM) research: A systematic review and bibliometric analysis,†J. Bus. Res., vol. 135, pp. 758–773, 2021.
M. L. Cheung, G. Pires, and P. J. Rosenberger, “The influence of perceived social media marketing elements on consumer–brand engagement and brand knowledge,†Asia Pacific J. Mark. Logist., 2020.
S. Verma and N. Yadav, “Past, present, and future of electronic word of mouth (EWOM),†J. Interact. Mark., vol. 53, no. 1, pp. 111–128, 2021.
U. Akram, M. Junaid, A. U. Zafar, Z. Li, and M. Fan, “Online purchase intention in Chinese social commerce platforms: Being emotional or rational?,†J. Retail. Consum. Serv., vol. 63, p. 102669, 2021.
E. Bigne, K. Chatzipanagiotou, and C. Ruiz, “Pictorial content, sequence of conflicting online reviews and consumer decision-making: The stimulus-organism-response model revisited,†J. Bus. Res., vol. 115, pp. 403–416, 2020.
S.-C. Chu, H.-T. Chen, and C. Gan, “Consumers’ engagement with corporate social responsibility (CSR) communication in social media: Evidence from China and the United States,†J. Bus. Res., vol. 110, pp. 260–271, 2020.
H. M. Kong, A. Witmaier, and E. Ko, “Sustainability and social media communication: How consumers respond to marketing efforts of luxury and non-luxury fashion brands,†J. Bus. Res., vol. 131, pp. 640–651, 2021.
S. M. Rasoolimanesh, S. Seyfi, C. M. Hall, and P. Hatamifar, “Understanding memorable tourism experiences and behavioural intentions of heritage tourists,†J. Destin. Mark. Manag., vol. 21, p. 100621, 2021.
J. Guerreiro and P. Rita, “How to predict explicit recommendations in online reviews using text mining and sentiment analysis,†J. Hosp. Tour. Manag., vol. 43, pp. 269–272, 2020.
M. Soliman, “Extending the theory of planned behavior to predict tourism destination revisit intention,†Int. J. Hosp. Tour. Adm., vol. 22, no. 5, pp. 524–549, 2021.
E. Ismagilova, N. P. Rana, E. L. Slade, and Y. K. Dwivedi, “A meta-analysis of the factors affecting eWOM providing behaviour,†Eur. J. Mark., vol. 55, no. 4, pp. 1067–1102, 2021.
A. Babić Rosario, K. De Valck, and F. Sotgiu, “Conceptualizing the electronic word-of-mouth process: What we know and need to know about eWOM creation, exposure, and evaluation,†J. Acad. Mark. Sci., vol. 48, pp. 422–448, 2020.
S. Al-Natour and O. Turetken, “A comparative assessment of sentiment analysis and star ratings for consumer reviews,†Int. J. Inf. Manage., vol. 54, p. 102132, 2020.
N. Y. Bhat and S. A. Bhat, “The influence of Electronic word of mouth (Ewom) on Consumers Purchase Intention: A review and analysis of the existing literature,†IOSR J. Eng, vol. 10, no. 6, 2020.
B. Kurdi, M. Alshurideh, I. Akour, H. Alzoubi, B. Obeidat, and A. Alhamad, “The role of digital marketing channels on consumer buying decisions through eWOM in the Jordanian markets,†Int. J. Data Netw. Sci., vol. 6, no. 4, pp. 1175–1186, 2022.
S. Khan, A. Anwar, and S. Qabool, “Evaluating the Impact of eWOM Adoption on Consumer Purchasing Intentions,†Int. J. Soc. Sci. Entrep., vol. 3, no. 1, pp. 62–84, 2023.
S. Tobon and J. GarcÃa-Madariaga, “The influence of opinion leaders’ ewom on online consumer decisions: A study on social influence,†J. Theor. Appl. Electron. Commer. Res., vol. 16, no. 4, pp. 748–767, 2021.
J. Hornik, R. Shaanan Satchi, and M. Rachamim, “The joy of pain: A gloating account of negative electronic word-of-mouth communication following an organizational setback,†Internet Res., vol. 29, no. 1, pp. 82–103, 2019.
A. S. Cantallops and F. Salvi, “New consumer behavior: A review of research on eWOM and hotels,†Int. J. Hosp. Manag., vol. 36, pp. 41–51, 2014.
L. Willemsen, P. C. Neijens, and F. A. Bronner, “Webcare as customer relationship and reputation management? Motives for negative electronic word of mouth and their effect on webcare receptiveness,†in Advances in Advertising Research (Vol. IV) The Changing Roles of Advertising, Springer, 2013, pp. 55–69.
S. Park and H. W. Park, “A webometric network analysis of electronic word of mouth (eWOM) characteristics and machine learning approach to consumer comments during a crisis,†Prof. la Inf., vol. 29, no. 5, 2020.
M. A. G. Elmada, M. V. Elmaresa, S. Wardhani, and W. A. N. Putri, “Online reputation management with an electronic word of mouth approach,†J. Komun. Prof., vol. 6, no. 2, pp. 119–128, 2022.
R. Filieri and F. McLeay, “E-WOM and accommodation: An analysis of the factors that influence travelers’ adoption of information from online reviews,†J. Travel Res., vol. 53, no. 1, pp. 44–57, 2014.
S. W. Litvin, R. E. Goldsmith, and B. Pan, “Electronic word-of-mouth in hospitality and tourism management,†Tour. Manag., vol. 29, no. 3, pp. 458–468, 2008.
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?,†J. Interact. Mark., vol. 18, no. 1, pp. 38–52, 2004.
S. W. Litvin, R. E. Goldsmith, and B. Pan, “A retrospective view of electronic word-of-mouth in hospitality and tourism management,†Int. J. Contemp. Hosp. Manag., vol. 30, no. 1, pp. 313–325, 2018.
T. Sun, S. Youn, G. Wu, and M. Kuntaraporn, “Online word-of-mouth (or mouse): An exploration of its antecedents and consequences,†J. Comput. Commun., vol. 11, no. 4, pp. 1104–1127, 2006.
S. M. C. Loureiro and E. M. Sarmento, “Exploring the determinants of instagram as a social network for online consumer-brand relationship,†J. Promot. Manag., vol. 25, no. 3, pp. 354–366, 2019.
S. Hussain, X. Song, and B. Niu, “Consumers’ motivational involvement in eWOM for information adoption: The mediating role of organizational motives,†Front. Psychol., vol. 10, p. 3055, 2020.
A. Firman, G. B. Ilyas, H. K. Reza, S. D. Lestari, and A. H. P. K. Putra, “The mediating role of customer trust on the relationships of celebrity endorsement and e-WOM to Instagram Purchase intention,†J. Minds Manaj. Ide dan Inspirasi, vol. 8, no. 1, pp. 107–126, 2021.
A. Reyes-Menendez, J. R. Saura, and J. G. Martinez-Navalon, “The impact of e-WOM on hotels management reputation: exploring tripadvisor review credibility with the ELM model,†Ieee Access, vol. 7, pp. 68868–68877, 2019.
P. Robinson, “World politics and media power: Problems of research design,†Media, Cult. Soc., vol. 22, no. 2, pp. 227–232, 2000.
F. Dost, U. Phieler, M. Haenlein, and B. Libai, “Seeding as part of the marketing mix: word-of-mouth program interactions for fast-moving consumer goods,†J. Mark., vol. 83, no. 2, pp. 62–81, 2019.
S. G. Moore and K. C. Lafreniere, “How online wordâ€ofâ€mouth impacts receivers,†Consum. Psychol. Rev., vol. 3, no. 1, pp. 34–59, 2020.
M. T. Nuseir, “The impact of electronic word of mouth (e-WOM) on the online purchase intention of consumers in the Islamic countries–a case of (UAE),†J. Islam. Mark., 2019.
K. Kajtazi and J. Zeqiri, “The effect of e-WOM and content marketing on customers’ purchase intention,†Int. J. Islam. Mark. Brand., vol. 5, no. 2, pp. 114–131, 2020.
D.-H. Park, J. Lee, and I. Han, “The effect of on-line consumer reviews on consumer purchasing intention: The moderating role of involvement,†Int. J. Electron. Commer., vol. 11, no. 4, pp. 125–148, 2007.
S. Dhakal, A. Nankervis, J. Burgess, and V. Prikshat, “Challenges and strategies of transition from graduation to work in the post-2020 Asia Pacific and beyond: A comparative analysis of nine countries,†in The Transition from Graduation to Work, Springer, 2019, pp. 241–253.
E. Ismagilova, Y. K. Dwivedi, and E. Slade, “Perceived helpfulness of eWOM: Emotions, fairness and rationality,†J. Retail. Consum. Serv., vol. 53, p. 101748, 2020.
R. Filieri, F. Acikgoz, V. Ndou, and Y. Dwivedi, “Is TripAdvisor still relevant? The influence of review credibility, review usefulness, and ease of use on consumers’ continuance intention,†Int. J. Contemp. Hosp. Manag., vol. 33, no. 1, pp. 199–223, 2021.
D. Buhalis, E. P. López, and J. A. Martinez-Gonzalez, “Influence of young consumers’ external and internal variables on their e-loyalty to tourism sites,†J. Destin. Mark. Manag., vol. 15, p. 100409, 2020.
A. Shankar, C. Jebarajakirthy, and M. Ashaduzzaman, “How do electronic word of mouth practices contribute to mobile banking adoption?,†J. Retail. Consum. Serv., vol. 52, p. 101920, 2020.
N. Donthu, S. Kumar, N. Pandey, N. Pandey, and A. Mishra, “Mapping the electronic word-of-mouth (eWOM) research: A systematic review and bibliometric analysis,†J. Bus. Res., vol. 135, pp. 758–773, 2021.
M. L. Cheung, G. Pires, and P. J. Rosenberger, “The influence of perceived social media marketing elements on consumer–brand engagement and brand knowledge,†Asia Pacific J. Mark. Logist., 2020.
S. Verma and N. Yadav, “Past, present, and future of electronic word of mouth (EWOM),†J. Interact. Mark., vol. 53, no. 1, pp. 111–128, 2021.
U. Akram, M. Junaid, A. U. Zafar, Z. Li, and M. Fan, “Online purchase intention in Chinese social commerce platforms: Being emotional or rational?,†J. Retail. Consum. Serv., vol. 63, p. 102669, 2021.
E. Bigne, K. Chatzipanagiotou, and C. Ruiz, “Pictorial content, sequence of conflicting online reviews and consumer decision-making: The stimulus-organism-response model revisited,†J. Bus. Res., vol. 115, pp. 403–416, 2020.
S.-C. Chu, H.-T. Chen, and C. Gan, “Consumers’ engagement with corporate social responsibility (CSR) communication in social media: Evidence from China and the United States,†J. Bus. Res., vol. 110, pp. 260–271, 2020.
H. M. Kong, A. Witmaier, and E. Ko, “Sustainability and social media communication: How consumers respond to marketing efforts of luxury and non-luxury fashion brands,†J. Bus. Res., vol. 131, pp. 640–651, 2021.
S. M. Rasoolimanesh, S. Seyfi, C. M. Hall, and P. Hatamifar, “Understanding memorable tourism experiences and behavioural intentions of heritage tourists,†J. Destin. Mark. Manag., vol. 21, p. 100621, 2021.
J. Guerreiro and P. Rita, “How to predict explicit recommendations in online reviews using text mining and sentiment analysis,†J. Hosp. Tour. Manag., vol. 43, pp. 269–272, 2020.
M. Soliman, “Extending the theory of planned behavior to predict tourism destination revisit intention,†Int. J. Hosp. Tour. Adm., vol. 22, no. 5, pp. 524–549, 2021.
E. Ismagilova, N. P. Rana, E. L. Slade, and Y. K. Dwivedi, “A meta-analysis of the factors affecting eWOM providing behaviour,†Eur. J. Mark., vol. 55, no. 4, pp. 1067–1102, 2021.
A. Babić Rosario, K. De Valck, and F. Sotgiu, “Conceptualizing the electronic word-of-mouth process: What we know and need to know about eWOM creation, exposure, and evaluation,†J. Acad. Mark. Sci., vol. 48, pp. 422–448, 2020.
S. Al-Natour and O. Turetken, “A comparative assessment of sentiment analysis and star ratings for consumer reviews,†Int. J. Inf. Manage., vol. 54, p. 102132, 2020.
Published
2023-06-16
How to Cite
MARLINAH, Lili et al.
Impact of electronic Word Of Mouth (eWOM) on Consumer Behaviour.
JURNAL ADMINISTRASI KANTOR, [S.l.], v. 11, n. 1, p. 1-11, june 2023.
ISSN 2527-9769.
Available at: <https://460290.0x60nl4us.asia/index.php/JAK/article/view/2253>. Date accessed: 01 dec. 2024.
doi: https://doi.org/10.51211/jak.v11i1.2253.
Section
Articles
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
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