From Electronic WOM to Social eWOM: Bridging the Trust Deficit

REFERENCES

• Arndt, Johan (1967), “Role of Product-Related Conversations in the Diffusion of a New Product”, Journal of Marketing Research, 4 (3), 291–95.
   Web of Science ®Google Scholar
• Bickart, Barbara, and Robert M. Schindler (2001), “Internet Forums as Influential Sources of Consumer Information,” Journal of Interactive Marketing, 15 (3), 31–40.
   Google Scholar
• Bollen, Johan, Huina Mao, and Xiaojun Zeng. (2011), “Twitter Mood Predicts the Stock Market,” Journal of Computational Science, 2 (1), 1–8.
   Web of Science ®Google Scholar
• Bone, Paula Fitzgerald (1995), “Word-of-Mouth Effects on Short-term and Long-term Product Judgements,” Journal of Business Research, 32 (3), 213–23.
   Web of Science ®Google Scholar
• Brown, Jacqueline Johnson, and Peter H. Reingen (1987), “Social Ties and Word-of-Mouth Referral Behavior,” Journal of Consumer Research, 14 (3), 350–62.
   Web of Science ®Google Scholar
• Brown, Jo, Amanda J. Broderick, and Nick Lee (2007), “Word of Mouth Communication Within Online Communities: Conceptualizing the Online Social Network,” Journal of Interactive Marketing, 21 (3), 2–20.
   Web of Science ®Google Scholar
• Charman-Anderson, Suw (2012), “Fake Reviews: Amazon’s Rotten Core,” Forbes, August 28 (available at http://www.forbes.com/sites/suwcharmananderson/2012/08/28/fake-reviews-amazons-rotten-core/#401a3b8666d6).
   Google Scholar
• Cheung, Christy M.K., and Dimple R. Thadani (2012), “The Impact of Electronic Word-of-Mouth Communication: A Literature Analysis and Integrative Model,” Decision Support Systems, 54 (1), 461–70.
   Web of Science ®Google Scholar
• ———, Matthew K.O. Lee, and Neil Rabjohn (2008), “The Impact of Electronic Word-of-Mouth. The Adoption of Online Opinions in Online Customer Communities,” Internet Research, 18 (3), 229–47.
   Web of Science ®Google Scholar
• Cheung, Mee-Shew, M. Meral Anitsal, and Ismet Anitsal (2007), “Revisiting Word-of-Mouth Communications: A Cross-National Exploration,” Journal of Marketing Theory and Practice, 15 (3), 235–49.
   Google Scholar
• Cheung, Man-Yee., Chuan Luo, Choon Ling Sia, and Huaping Chen (2009), “Credibility of Electronic Word-of-Mouth: Informational and Normative Determinants of Online Consumer Recommendations,” International Journal of Electronic Commerce, 13 (4), 9–38.
   Web of Science ®Google Scholar
• Chu, Shu-Chuan, and Yoojung Kim (2011), “Determinants of Consumer Engagement in Electronic Word-of-Mouth (eWOM) in Social Networking Sites,” International Journal of Advertising, 30 (1), 47–75.
   Web of Science ®Google Scholar
• CNBC (2014), “TripAdvisor Fined $600,000 for Fake Reviews,” December 23 ( available at http://www.cnbc.com/id/102292002).
   Google Scholar
• Crutcher, Robert J. (1994), “Telling What We Know: The Use of Verbal Report Methodologies in Psychological Research,” Psychological Science, 5 ( 5), 241–44.
   Google Scholar
• Dean, Dwane Hal and Abhijit Biswas (2001), “Third-Party Organization Endorsement of Products: An Advertising Cue Affecting Consumer Prepurchase Evaluation of Goods and Services,” Journal of Advertising, 30(4),41–57.
   Web of Science ®Google Scholar
• DeCarlo, Thomas E, Russell N. Laczniak, Carol M. Motley, and Sridhar Ramaswami (2007), “Influence of Image and Familiarity on Consumer Response to Negative Word-of-Mouth Communication about Retail Entities,” Journal of Marketing Theory and Practice,15 (1), 41–51.
   Google Scholar
• Dodson, Sean (2007), “Best of the Net: Tripadvisor the Great Divide,” The Guardian, July 21 ( available at http://www.guardian.co.uk/travel/2007/jul/21/saturday.travelwebsites).
   Google Scholar
• Drucker, Peter Ferdinand (1988), “The Coming of the New Organization,” Harvard Business Review, 66 (1), 45–53.
   Web of Science ®Google Scholar
• Edelman, David C. (2010), “Branding in the Digital Age,” Harvard Business Review, December, 6269.
   Google Scholar
• Eisenhardt, Kathleen M. (1989), “Building Theories from Case Study Research,” Academy of Management Review, 14 (4), 532–50.
   Web of Science ®Google Scholar
• Goldsmith, Ronald E., and David Horowitz (2006), “Measuring Motivations for Online Opinion Seeking,” Journal of Interactive Advertisement, 6 (2), 2–14.
   Google Scholar
• Gruen, Thomas W., Talai Osmonbekov, and Andrew J. Czaplewski (2006), “eWOM: The Impact of Customer-to-Customer Online Know-How Exchange on Customer Value and Loyalty,” Journal of Business Research, 59 (4), 449–56.
   Web of Science ®Google Scholar
• Gummerus, Johanna, Veronica Liljander, and Catharina von Koskull (2012), “Customer Engagement in a Facebook Brand Community,” Management Research Review, 35 (9), 857–77.
   Google Scholar
• Hague, P., Hague, N., and Morgan, C-A. (2013). Market Research in Practice: How to Get Greater Insight from Your Market, 2nd ed. London: KoganPage.
   Google Scholar
• Hajli, Mohammad, and Farnaz Khani (2013), “Establishing Trust in Social Commerce Through Social Word of Mouth,” in e-Commerce in Developing Countries: With Focus on e-Security (ECDC), April, 7th International Conference on IEEE, 1–22.
   Google Scholar
• Hennig-Thurau, Thorsten, Charles F. Hofacker, and Björn Bloching (2013a), “Marketing the Pinball Way: Understanding How Social Media Change the Generation of Value for Consumers and Companies,” Journal of Interactive Marketing, 27 (4), 237–41.
   Web of Science ®Google Scholar
• ———, Carolyn Wiertz, and Fabian Feldhaus (2013b), “Does Twitter Matter? An Investigation of the Impact of Microblogging Word of Mouth on Consumers’ Adoption of New Product,” Social Science Research Network ( available at http://papers.ssrn.com/sol3/papers.cfm?abstract_id=2016548).
   Google Scholar
• ———, Kevin P. Gwinner, Gianfranco Walsh, and Dwayne D. Gremler (2004), “Electronic Word-of-Mouth via Consumer-Opinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet?,” Journal of Interactive Marketing, 18 (1), 38–52.
   Google Scholar
• Hu, Nan, Jie Zhang, and Paul A. Pavlou (2009), “Overcoming the J-shaped Distribution of Product Reviews,” Communications of the ACM, 52 (10), 144–47.
   Web of Science ®Google Scholar
• Hung, Kineta H., and Stella Yiyan Li (2007), “The Influence of eWOM on Virtual Consumer Communities: Social Capital, Consumer Learning and Behavioral Outcomes,” Journal of Advertising Research, 47 (4), 485–95.
   Web of Science ®Google Scholar
• IBM (2016), “10 Key Marketing Trends for 2017,” ( IBM Marketing Cloud, available at: https://www-01.ibm.com/common/ssi/cgi-bin/ssialias?htmlfid=WRL12345USEN).
   Google Scholar
• Jeong, EunHa, and SooCheong Shawn Jang (2011), “Restaurant Experiences Triggering Positive Electronic Word-of-Mouth (eWOM) Motivations,” International Journal of Hospitality Management, 30 (2), 356–66.
   Web of Science ®Google Scholar
• Jones, Kiku, and Lori N.K. Leonard (2008), “Trust in Consumer-to-Consumer Electronic Commerce,” Information & Management, 45 (2), 88–95.
   Web of Science ®Google Scholar
• Kaplan, Andreas M., and Michael Haenlein (2010), “Users of the World, Unite! The Challenges and Opportunities of Social Media,” Business Horizons, 53 (1), 59–68.
   Web of Science ®Google Scholar
• Kimmel, Allan J. and Philip J. Kitchen, (2014), “WOM and Social Media: Presaging Future Directions for Research and Practice,” Journal of Marketing Communications, 20 (1–2), 5–20.
   Google Scholar
• Kuusela, Hannu, and Pallab Paul (2000), “A Comparison of Concurrent and Retrospective Verbal Protocol Analysis,” American Journal of Psychology, 113 (3), 387–404.
   PubMed Web of Science ®Google Scholar
• ———, Mark T. Spence, and Antti J. Kanto (1998), “Expertise Effects on Prechoice Decision Processes and Final Outcomes: A Protocol Analysis,” European Journal of Marketing, 32 (5–6), 559–76.
   Google Scholar
• Lee, A., Xu, Y., AND Hyde, K. F. (2013). “Factors influencing Investor Choice of Retirement Funds.” Journal of Financial Services Marketing, 18 (2), 137–51.
   Google Scholar
• Lee, Mira, and Seounmi Youn (2009), “Electronic Word of Mouth (eWOM): How eWOM Platforms Influence Consumer Product Judgement,” International Journal of Advertising, 28 (3), 473–99.
   Web of Science ®Google Scholar
• Li, Mengxiang, Liqiang Huang, Chuan-Hoo Tan, and Kwok-Kee Wei (2013), “Helpfulness of Online Product Reviews as Seen by Consumers: Source and Content Features,” International Journal of Electronic Commerce, 17 (4), 101–36.
   Web of Science ®Google Scholar
• Liang, Ting-Peng, Yi-Ting Ho, Yu-Wen Li, and Efrain Turban (2011–2012), “What Drives Social Commerce: The Role of Social Support and Relationship Quality,” International Journal of Electronic Commerce, 16 (2), 69–90.
   Web of Science ®Google Scholar
• Litvin, Stephen W., Ronald E. Goldsmith, and Bing Pan (2008), “Electronic Word-of-Mouth in Hospitality and Tourism Management,” Tourism Management, 29 (3), 458–68.
   Web of Science ®Google Scholar
• MacManus, Richard (2012), “Out of Nowhere, TripAdvisor Becomes One of Facebook’s Biggest Apps,” Readwrite, June 29 (available at http://readwrite.com/2012/06/29/out-of-nowhere-tripadvisor-becomes-one-of-facebooks-biggest-apps).
   Google Scholar
• Mayzlin, Dina, Yaniv Dover, and Judith Chevalier (2012), “Promotional Reviews: An Empirical Investigation of Online Review Manipulation,” Social Science Research Network, August 13 (available at http://papers.ssrn.com/sol3/papers.cfm?abstract_id=2128860).
   Google Scholar
• McCartney, Scott (2012), “The Big Flaws in Hotel Rankings,” Wall Street Journal, April 10, ( available at http://www.wsj.com/articles/SB10001424052702304072004577323874046732602)
   Google Scholar
• McKnight, D. Harrison, Charles J. Kacmar, and Vivek Choudhury (2004), “Shifting Factors and the Ineffectiveness of Third Party Assurance Seals: A Two-Stage Model of Initial Trust in a Web Business,” Electronic Markets 14 (3), 252–66.
   Google Scholar
• Nielsen (2012), “State of the Media: The Social Media Report 2012,” March 12 (available at http://www.nielsen.com/us/en/insights/reports/2012/state-of-the-media-the-social-media-report-2012.html).
   Google Scholar
• Nordin, Fredrik, and Christian Kowalkowski (2010), “Solutions Offerings: A Critical Review and Reconceptualisation,” Journal of Service Management, 21 (4), 441–59.
   Web of Science ®Google Scholar
• Pan, Lee-Yun, and Jyh-Shen Chiou (2011), “How Much Can You Trust Online Information? Cues for the Perceived Trustworthiness of Consumer-generated Online Information,” Journal of Interactive Marketing, 25 (2), 67–74.
   Web of Science ®Google Scholar
• Rubalcaba, Luis, Stefan Michel, Jon Sundbo, Stephen W. Brown, and Javier Reynoso (2012), “Shaping, Organizing, and Rethinking Service Innovation: A Multidimensional Framework,” Journal of Service Management, 23 (5), 696–715.
   Web of Science ®Google Scholar
• Rui, Huaxia, Yizao Liu, and Andrew Whinston (2013), “Whose and What Chatter Matters? The Effect of Tweets on Movie Sales,” Decision Support Systems, 55 (4), 863–70.
   Web of Science ®Google Scholar
• Saarijärvi, Hannu, Heikki Karjaluoto, and Hannu Kuusela (2013), “Customer Relationship Management: The Evolving Role of Customer Data,” Marketing Intelligence & Planning, 31 (6), 584–600.
   Google Scholar
• Schindler, Robert M., and Barbara Bickart (2012), “Perceived Helpfulness of Online Consumer Reviews: The Role of Message Content and Style,” Journal of Consumer Behaviour, 11 (3), 234–43.
   Web of Science ®Google Scholar
• Simonson, Itamar, and Emanuel Rosen (2014), “What Marketers Misunderstand About Online Reviews,” Harvard Business Review, 92 (1–2), 23–25.
   Web of Science ®Google Scholar
• Smith, Donnavieve, Satya Menon, and K. Sivakumar (2005), “Online Peer and Editorial Recommendations, Trust, and Choice in Virtual Markets,” Journal of Interactive Marketing, 19 (3), 15–37.
   Google Scholar
• Stake, Robert E. (1994), “Case Studies,” in Handbook of Qualitative Research, Denzin, Norman K. and Yvonne S. Lincoln, eds., Thousand Oaks, CA: Sage.
   Google Scholar
• Stake, Robert E. (2005), “Qualitative Case Studies,” in The Sage Handbook of Qualitative Research, Norman K. Denzin and Yvonne S. Lincoln, eds., Thousand Oaks, CA: Sage, 443–66.
   Google Scholar
• Steffes, Erin M., and Lawrence E. Burgee (2009), “Social Ties and Online Word of Mouth,” Internet Research, 19 (1), 42–59.
   Web of Science ®Google Scholar
• Todd, Peter, and Izak Benbasat (1987), “Process Tracing Methods in Decision Support Systems Research: Exploring the Black Box,” MIS Quarterly, 11 (4), 493–512.
   Web of Science ®Google Scholar
• TripAdvisor, (2016), “TripAdvisor Fact Sheet,” ( available at https://www.tripadvisor.com/PressCenter-c4-Fact_Sheet.html).
   Google Scholar
• Ugander, Johan, Brian Karrer, Lars Backstrom, and Cameron Marlow (2011), “The Anatomy of the Facebook Social Graph,” November 18 ( available at http://arxiv.org/abs/1111.4503).
   Google Scholar
• Wirtz, Jochen, and Patricia Chew (2002), “The Effects of Incentives, Deal Proneness, Satisfaction and Tie Strength on Word-of-Mouth Behavior,” International Journal of Service Industry Management, 13 (2),141–62.
   Google Scholar
• Wulff, Dirk U., Thomas T. Hills, and Ralph Hertwig (2015), “Online Product Reviews and the Description-Experience Gap,” Journal of Behavioral Decision Making, 28 (3), 214–23.
   Web of Science ®Google Scholar
• Xie, Hui (Jimmy), Li Miao, Pei-Jou Kuo,and Bo-Yon Lee (2011), “Consumers’ Responses to Ambivalent Online Hotel Reviews: The Role of Perceived Source Credibility and Predecisional Disposition,” International Journal of Hospitality Management, 30 (1), 178–83.
   Web of Science ®Google Scholar
• Xue, Fei, and Joseph E. Phelps (2004), “Internet Facilitated Consumer-to-Consumer Communication: The Moderating Effect of Receiver Characteristics,” International Journal of Internet Marketing and Advertising, 1 (2),121–36.
   Google Scholar
• Yadav, Manjit S. (2010), “The Decline of Conceptual Articles and Implications for Knowledge Development,” Journal of Marketing, 74 (1), 1–19.
   Web of Science ®Google Scholar
• ———, Kristine de Valck, Thorsten Hennig-Thurau, Donna L. Hoffman, and Martin Spann (2013), “Social Commerce: A Contingency Framework for Assessing Marketing Potential,” Journal of Interactive Marketing, 27 (4), 311–23.
   Web of Science ®Google Scholar
• You, Ya, Gautham G. Vadakkepatt, and Amit M. Joshi (2015), “A Meta-Analysis of Electronic Word-of-Mouth Elasticity,” Journal of Marketing, 79 (2),19–39.
   Web of Science ®Google Scholar