Online service recovery tools such as managerial responses are increasingly used by service providers to address customer concerns in online WOM platforms. In this paper, we analyze the effectiveness of such online service recovery effort on customer satisfaction using data retrieved from a major online travel agency in China. We find that online service recovery is highly effective among the l...

Online reviews (ORs) are fostering the spread of Word-Of-Mouth in the online environment (e-WOM). The popularity of e-WOM is constantly growing among consumers who use them before buying a product/service. Therefore, it is important for marketers to understand the antecedents of e-WOM. In this paper we have used the elaboration likelihood model to investigate the antecedents of consumers’ adopt...

Consumers rely on information from others to make purchasing decision, especially in uncertain situations (Mitchell and McGoldrick 1996). Word of mouth (WOM) is an effective way to acquire service evaluation and insightful information from other experienced customers within a short period of time (Mazzarol, et al, 2007) and it can be positive or negative. The intangible and experiential attribu...

Motivated by the fact that social media are continuously gaining in popularity, firms are piloting different approaches of promoting their products and services. However, there is much debate in the academic and business community about the effectiveness of social media as a platform for marketing. Specifically, practitioners are concerned with how Word-of-Mouth (WOM) is spread through these si...

How does the Web affect our dependence on different shopping information sources? We compared the perceived importance of four decision sources (self-evaluation, traditional word-of-mouth or WOM, electronic WOM or eWOM, and expert opinion) under three circumstances (one cannot use the Web, one can only use the Web, one can use both) for 6 different types of products (2 search, 2 experience, and...

Though world-of-mouth (WOM) communications is a pervasive and intriguing phenomenon, little is known on its effect in terms of macro-behavior. The purpose of this study is to investigate the WOM effect on macro-level marketing to explain the herd behavior of Chinese consumers. To achieve our goal, the system dynamics was applied build a simulation model for a popular herd behavior happening in ...

This study aims to reanalyze and reconfirm the relationships of celebrity endorsements E-WOM on consumer purchasing intentions examine indirect influence e-WOM trust as mediation purchase intentions. is first in Indonesia analyze above mediating relationships. The data are from 100 Instagram users responding online questionnaires analyzed with PLS-SEM. results showed that endorsement positively...

We propose a model describing the synergetic feedback between word-of-mouth (WoM) and epidemic dynamics controlled by voluntary vaccination. The key feature consists in combining a game-theoretic model for the spread of WoM and a compartmental model describing VSIR disease dynamics in the presence of a program of voluntary vaccination. We evaluate and compare two scenarios for determinants of b...

Word-of-Mouth plays its great important role on the base of social network in affecting consumers’ shopping behaviour. However, it is little known how firms make a self-suitable marketing strategy according to both online and offline WOM effect in their product diffusion. This article investigates a new product diffusion process taking both offline WOM and online WOM effect into consideration. ...