1,977
Views
5
CrossRef citations to date
0
Altmetric
Articles

Consumer’s Electronic Word-of-Mouth Adoption: The Trust Transfer Perspective

References

  • Ayeh, J.K.; Au, N.; and Law, R. Do we believe in TripAdvisor? Examining credibility perceptions and online travelers’ attitude toward using user-generated content. Journal of Travel Research, 52, 4 (2013), 437–452.
  • Ayeh, J.K.; Au, N.; and Law, R. Predicting the intention to use consumer-generated media for travel planning. Tourism Management, 35(2013), 132–143.
  • Baek, H.; Ahn, J.H.; and Choi, Y. Helpfulness of online consumer reviews: Readers’ objectives and review cues. International Journal of Electronic Commerce, 17, 2 (2012), 99–126.
  • Banerjee, S.; Bhattacharyya, S.; and Bose, I. Whose online reviews to trust? Understanding reviewer trustworthiness and its impact on business. Decision Support Systems, 96(2017), 17–26.
  • Baron, R.M., and Kenny, D.A. The moderator–mediator variable distinction in social psychological research: Conceptual, strategic and statistical considerations. Journal of Personality and Social Psychology, 51(1986), 1173–1182.
  • Beaton, C. Why you can’t really trust negative online reviews. New York Times, (June 13 2018), 3.
  • Benitez-Amado, J.; Henseler, J.; and Castillo, A. Development and update of guidelines to perform and report partial least squares path modeling in information systems research. In Proceedings of the 21st Pacific Asia Conference on Information Systems. Association for Information Systems, 2017, 86. Available at https://aisel.aisnet.org/pacis2017/86/
  • Benitez, J.; Llorens, J.; and Braojos, J. How information technology influences opportunity exploration and exploitation firm’s capabilities. Information and Management, 55, 4 (2018), 508–523.
  • Buntain, C., and Golbeck, J. Trust transfer between contexts. Journal of Trust Management, 2, 6 (2015), 1–16.
  • Cacioppo, J.T., and Petty, R.E. The elaboration likelihood model of persuasion. Advances in Consumer Research, 11, 1 (1984), 673–675.
  • Chatterjee, P. Online reviews: Do consumers use them? Advances in Consumer Research, 28(2001), 129–133.
  • Chen, C.C., and Tseng, Y.D. Quality evaluation of product reviews using an information quality framework. Decision Support Systems, 50, 4 (2011), 755–768.
  • Cheng, X.; Fu, S.; Sun, J.; Bilgihan, A.; and Okumus, F. An investigation on online reviews in sharing economy driven hospitality platforms: A viewpoint of trust. Tourism Management, 71(2019), 366–377.
  • Cheung, C.; Sia, C.L.; and Kuan, K. Is this review believable? A study of factors affecting the credibility of online consumer reviews from an ELM perspective. Journal of the Association for Information Systems, 13, 8 ( August 2012), 618–635.
  • Cheung, C.M.K.; Lee, M.K.O.; and Rabjohn, L.N. The impact of electronic word-of-mouth: The adoption of online opinions in online customer communities. Internet Research, 18, 3 (2008), 229–247.
  • Cheung, M. Y.; Luo, C.; Sia, C. L.; and Chen, H. Credibility of electronic word-of-mouth: Informational and normative determinants of on-line consumer recommendations. International Journal of Electronic Commerce, 13, 4 ( Summer 2009), 9–38.
  • Connors, L.; Mudambi, S.M.; and Schuff, D. Is it the review or the reviewer? A multi-method approach to determine the antecedents of online review helpfulness. In 2011 44th Hawaii International Conference on System Sciences. Piscataway, NJ: IEEE, 2011, pp. 1–20.
  • Dong, C.; Russello, G.; and Dulay, N. Trust transfer in distributed systems. In S. Etalle and S. Marsh (eds.), IFIP 2007 International Federation for Information Processing (Trust Management). Boston: Springer, 2007, pp. 17–29.
  • Donney, P.M., and Cannon, J.P. An examination of the nature of trust in buyer–seller relationships. Journal of Marketing, 61 (April 1997), 35–51.
  • Ducoffe, R.H. Advertising value and advertising on the web. Journal of Advertising Research, 36, 5 ( September/October 1996), 21–36.
  • Eastin, M.S. Credibility assessments of online health information: The effects of source expertise and knowledge of content. Journal of Computer-Mediated Communication, 6, 4 (July 2001).
  • Einwiller, S., and Will, M. The role of reputation to engender trust in electronic markets. In Proceedings of the Fifth International Conference on Corporate Reputation, Identity, and Competitiveness. Paris, France, 2001.
  • Elgoibar, P.; Munduate, L.; and Euwema, M. Building trust and constructive conflict management in organizations. In P. Elgoibar, M.C. Euwema, and L. Munduate (eds.), Building Trust and Constructive Conflict Management in Organizations. Boston: Springer, 2016, pp. 1–13.
  • Filieri, R. What makes online reviews helpful? A diagnosticity-adoption framework to explain informational and normative influences in e-WOM. Journal of Business Research, 68(2015), 1261–1270.
  • Filieri, R.; Alguezaui, S.; and McLeay, F. Why do travelers trust TripAdvisor? Antecedents of trust towards consumer-generated media and its influence on recommendation adoption and word of mouth. Tourism Management, 51(2015), 174–185.
  • Filieri, R., and McLeay, F. E-WOM and accommodation: An analysis of the factors that influence travelers’ adoption of information from online reviews. Journal of Travel Research, 53, 1 (2013), 44–57.
  • Fornell, C.R., and Larcker, D.F. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18, 1 (1981), 39–50.
  • Gass, J.S., and Seiter, R.H. Persuasion, Social Influence, and Compliance Gaining, 5th ed. New York: Routledge, 2016.
  • Gaziano, C., and McGrath, K. Measuring the concept of credibility. Journalism Quarterly, 63(1986), 451–462.
  • Grabner-Krauter, S., and Kaluscha, E.A. Empirical research in on-line trust: A review and critical assessment. International Journal of Human–Computer Studies, 58(2003), 783–812.
  • Hair, J.F.; Black, W.C.; Babin, B.J.; and Anderson, R. E. Multivariate Data Analysis, 7th ed. Upper Saddle River, NJ: Prentice Hall, 2010.
  • Henseler, J.; Ringle, C.M.; and Sarstedt, M. A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43, 1 (2015), 115–135.
  • Hong, I.B. Building initial trust in an intermediary in B2C online marketplaces: The Korean evidence from Interpark.com. Journal of Global Information Management, 26, 2 (2018), 27–47.
  • Hong, I.B., and Cho, H. The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-marketplaces: Intermediary trust vs. seller trust. International Journal of Information Management, 31, 5 (2011), 469–479.
  • Hovland, C.I.; Janis, I.L.; and Kelley, H.H. Communication and Persuasion: Psychological Studies of Opinion Change. New Haven, CT: Yale University Press, 1953.
  • Hovland, C., and Weiss, W. The influence of source credibility on communication effectiveness. Public Opinion Quarterly, 15(1951), 635–650.
  • Jarvenpaa, S.L.; Tractinsky, N.; and Vitale, M. Consumer trust in an Internet store. Information Technology and Management, 1, 1 (2000), 45–71.
  • Jensen, M.L.; Averbeck, J.M.; Zhang, Z.; and Wright, K.B. Credibility of anonymous online product reviews: A language expectancy perspective. Journal of Management Information Systems, 30, 1 (2013), 293–323.
  • Jiang, J., and Benbasat, I. Virtual product experience: Effects of visual and functional control of products on perceived diagnosticity and flow in electronic shopping. Journal of Management Information Systems, 21, 3 (2004), 111–147.
  • Johnston, K. Review websites try to thwart false customer ratings. Globe, September 25, 2013. http://www.globe.com. Accessed on May 15, 2019.
  • Kahn, B.K.; Strong, D.M.; and Wang, R.Y. Information quality benchmarks: Product and service performance. Communications of the ACM, 45, 4ve (April 2002), 184–192.
  • Karimi, S., and Wang, F. Online review helpfulness: Impact of reviewer profile image. Decision Support Systems, 96(2017), 39–48.
  • Kline, R. Principles and Practice of Structural Equation Modeling. New York: Guilford, 2005.
  • Lee, E.J., and Shin, S.Y. When do consumers buy online product reviews? Effects of review quality, product type, and reviewer’s photo. Computers in Human Behavior, 31(2014), 356–366.
  • Lee, J.D., and Han, I. The different effects of online consumer reviews on consumers’ purchase intentions depending on trust in online shopping malls: An advertising perspective. Internet Research, 21, 2 (2011), 187–206.
  • Lee, K.T., and Koo, D.M. Effects of attribute and valence of e-WOM on message adoption: Moderating roles of subjective knowledge and regulatory focus. Computers in Human Behavior, 28(2012), 1974–1984.
  • Lee, M.; Rodgers, S.; and Kim, M. Effects of valence and extremity of eWOM on attitude toward the brand and website. Journal of Current Issues and Research in Advertising, 31, 2 (2009), 1–11.
  • Lee, M., and Turban, E. A trust model for consumer Internet shopping. International Journal of Electronic Commerce, 6, 1 (2001), 75–91.
  • Liang, H.; Saraf, N.; Hu, Q.; and Xue, Y. Assimilation of enterprise systems: The effect of institutional pressures and the mediating role of top management. MIS Quarterly, 31, 1 (2007), 59–87.
  • Lim, Y.S., and van der Heide, B. Evaluating the wisdom of strangers: The perceived credibility of online consumer reviews on Yelp. Journal of Computer-Mediated Communication, 20(2015), 67–82.
  • Lin, J.; Lu, Y.; Wang, B.; and Wei, K. The role of inter-channel trust transfer in establishing mobile commerce trust. Electronic Commerce Research and Applications, 10(2011), 615–625.
  • Lu, J.; Yu, C.S.; and Liu, C. Facilitating conditions, wireless trust and adoption intention. Journal of Computer Information Systems, 46, 1 (2005), 17–24.
  • Mayer, R.C.; Davis, J.H.; and Schoorman, F.D. An integrative model of organizational trust. Academy of Management Review, 20(1995), 709–734.
  • McKnight, D.H., and Chervany, N.L. What trust means in e-commerce customer relationships: An interdisciplinary conceptual typology. International Journal of Electronic Commerce, 6, 2 (winter 2001–2002), 35–59.
  • McKnight, D.H.; Choudhur, V.; and Kacmar, C. Developing and validating trust measures for e-commerce: An integrative typology. Information Systems Research, 13, 3 (September 2002), 334–359.
  • Menon, A. M.; Deshpande, A. D.; Perri III, M.; and Zinkhan, G. M. Trust in online prescription drug information among Internet users: The impact on information search behavior after exposure to direct-to-consumer advertising. Health Marketing Quarterly, 20, 1 (2002), 17–35.
  • Meyer, P. Defining and measuring credibility of newspapers: Developing an index. Journalism Quarterly, 65(1988), 567–574.
  • Milliman, R.E., and Fugate, D.L. Using trust-transference as a persuasion technique: An empirical field investigation. Journal of Personal Selling and Sales Management, 8, 2 (1988), 1–7.
  • Morgan, R.M., and Hunt, S.D. The commitment-trust theory of relationship marketing. Journal of Marketing Research, 58(1994), 20–38.
  • Mudambi, S.M., and Schuff, D. What makes a helpful online review? A study of customer reviews on Amazon.com. MIS Quarterly, 34, 1 (March 2010), 185–200.
  • Muthén, L.K., and Muthén, B.O. How to use a Monte Carlo study to decide on sample size and determine power. Structural Equation Modeling, 9, 4 (2002), 599–620.
  • Nicholas, B. Briefing: Reviews and credibility—Websites strive to build trust. FM Recruitment. 2015. http://www.fmrecruitment.com ( accessed on May 30, 2019).
  • Nielsen, J. The reviews are in: Yelp users are four-star consumers. 2013. http://www.nielsen.com ( accessed on May 26, 2019).
  • Ohanian, R. Construction and validation of a scale to measure celebrity endorsers’ perceived expertise, trustworthiness, and attractiveness. Journal of Advertising, 19, 3 (1990), 39–52.
  • Otterbacher, J. “Helpfulness” in online communities: A measure of message quality. In Proceedings of the SIGCHI Conference on Human Factors in Computing Systems. Boston: ACM, 2009, pp. 955–964.
  • Pan, Y., and Zhang, J.Q. Born unequal: A study of the helpfulness of user-generated product reviews. Journal of Retailing, 87, 4 (2011), 598–612.
  • Pavlou, P.A., and Gefen, D. Building effective online marketplaces with institution-based trust. Information Systems Research, 15, 1 (March 2004), 37–59.
  • Petty, R.E., and Cacioppo, J.T. The elaboration likelihood model of persuasion. In L. Berkowitz (ed.), Advances in Experimental Social Psychology. New York: Academic, 1986, pp. 123–205.
  • Podsakoff, P. M.; MacKenzie, S. B.; Lee, J. Y.; and Podsakoff, N. P. Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88, 5 (2003), 879–903.
  • Podsakoff, P.M., and Organ, D.W. Self-reports in organizational research: Problems and prospects. Journal of Management, 12, 4 (1986), 531–544.
  • Pornpitakpan, C. The persuasiveness of source credibility: A critical review of five decades’ evidence. Journal of Applied Social Psychology, 34, 2 (2004), 243–281.
  • Priester, J.R., and Petty, R.E. The influence of spokesperson trustworthiness on message elaboration, attitude strength, and advertising effectiveness. Journal of Consumer Psychology, 13, 4 (2003), 408–421.
  • Qiu, L.; Pang, J.; and Lim, K.H. Effects of conflicting aggregated rating on eWOM review credibility and diagnosticity: The moderating role of review valence. Decision Support Systems, 54(2012), 631–643.
  • Racherla, P., and Friske, W. Perceived ‘usefulness’ of online consumer reviews: An exploratory investigation across three services categories. Electronic Commerce Research and Applications, 11, 6 (2012), 548–559.
  • Racherla, P.; Mandviwalla, M.; and Connolly, D. Factors affecting consumers’ trust in online product reviews. Journal of Consumer Behaviour, 11, 2 (2012), 94–104.
  • Siering, M.; Muntermann, J.; and Rajagopalan, B. Explaining and predicting online review helpfulness: The role of content and reviewer-related signals. Decision Support Systems, 108(2018), 1–12.
  • Slater, M.D., and Rouner, D. How message evaluation and source attributes may influence credibility assessment and belief change. Journalism and Mass Communication Quarterly, 73, 4 (1996), 974–991.
  • Sternthal, B.; Dholakia, R.; and Leavitt, C. The persuasive effect of source credibility: Tests of cognitive response. Journal of Consumer Research, 4, 4 (1978), 252–260.
  • Stewart, K.J. Trust transfer on the World Wide Web. Organization Science, 14, 1 (2003), 5–17.
  • Sussman, S.W., and Siegal, W.S. Informational influence in organizations: An integrated approach to knowledge adoption. Information Systems Research, 14, 1 (2003), 47–65.
  • Tuttle, B. Amazon lawsuit shows that fake online reviews are a big problem. Money, October 20, 2015.
  • Utz, S.; Kerkhof, P.; and van den Bos, J. Consumers rule: How consumer reviews influence perceived trustworthiness of online stores. Electronic Commerce Research and Applications, 11(2012), 49–58.
  • Wang, N.; Shen, X.; and Sun, Y. Transition of electronic word-of-mouth services from web to mobile context: A trust transfer perspective. Decision Support Systems, 54(2013), 1394–1403.
  • Wang, R.Y., and Strong, D.M. Beyond accuracy: What data quality means to data consumer. Journal of Management Information Systems, 12, 4 (1996), 5–34.
  • Wiener, J.L., and Mowen, J.C. Source credibility: On the independent effects of trust and expertise. Advances in Consumer Research, 13(1986), 306–310.
  • Willemsen, L.M.; Neijens, P.C.; Bronner, F.; and De Ridder, J.A. “Highly recommended!” The content characteristics and perceived usefulness of online consumer reviews. Journal of Computer‐Mediated Communication, 17, 1 (2011), 19–38.
  • Zeng, F.; Huang, L.; and Dou, W. Social factors in user perceptions and responses to advertising in online social networking communities. Journal of Interactive Advertising, 10, 1 (2009), 1–13.
  • Zhang, W., and Watts, S. Online communities as communities of practice: A case study. Journal of Knowledge Management, 12, 4 (2008), 55–71.
  • Zhu, F., and Zhang, X. Impact of online consumer reviews on sales: The moderating role of product and consumer characteristics. Journal of Marketing, 74(2010), 133–148.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.