Impact of the antecedents of electronic word of mouth on consumer based brand equity: a study on the hotel industry

References

• Aaker, D. A. (1996). Measuring brand equity across products and markets. California Management Review, 38(3), 102–120. doi: 10.2307/41165845
   Web of Science ®Google Scholar
• Ahmed, M. A., & Zahid, Z. (2014). Role of social media marketing to enhance CRM and brand equity in terms of purchase intention. Asian Journal of Management Research, 4(3), 533–549.
   Google Scholar
• Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. doi: 10.1016/0749-5978(91)90020-T
   Web of Science ®Google Scholar
• Alhidari, A., Iyer, P., & Paswan, A. (2015). Personal level antecedents of eWOM and purchase intention, on social networking sites. Journal of Customer Behaviour, 14(2), 107–125. doi: 10.1362/147539215X14373846805707
   Google Scholar
• Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411. doi: 10.1037/0033-2909.103.3.411
   Web of Science ®Google Scholar
• Aulakh, P. S., & Gencturk, E. F. (2000). International principal–Agent relationships: Control, governance and performance. Industrial Marketing Management, 29(6), 521–538. doi: 10.1016/S0019-8501(00)00126-7
   Web of Science ®Google Scholar
• Baber, A., Thurasamy, R., Malik, M. I., Sadiq, B., Islam, S., & Sajjad, M. (2016). Online word-of-mouth antecedents, attitude and intention-to-purchase electronic products in Pakistan. Telematics and Informatics, 33(2), 388–400. doi: 10.1016/j.tele.2015.09.004
   Web of Science ®Google Scholar
• Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173. doi: 10.1037/0022-3514.51.6.1173
   PubMed Web of Science ®Google Scholar
• Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77–101.
   Google Scholar
• Bhattacherjee, A., & Sanford, C. (2006). Influence processes for information technology acceptance: An elaboration likelihood model. MIS Quarterly, 30(4), 805–825. doi: 10.2307/25148755
   Web of Science ®Google Scholar
• Bill, X. J., & Chan, A. (2010). A conceptual framework of hotel experience and customer-based brand equity: Some research questions and implications. International Journal of Contemporary Hospitality Management, 22(2), 174–193. doi: 10.1108/09596111011018179
   Web of Science ®Google Scholar
• Bianchi, C., & Pike, S. (2011). Antecedents of destination brand loyalty for a long-haul market: Australia's destination loyalty among Chilean travelers. Journal of Travel & Tourism Marketing, 28(7), 736–750.
   Web of Science ®Google Scholar
• Cantallops, A. S., & Salvi, F. (2014). New consumer behavior: A review of research on eWOM and hotels. International Journal of Hospitality Management, 36, 41–51. doi: 10.1016/j.ijhm.2013.08.007
   Web of Science ®Google Scholar
• Casaló, L. V., Flavián, C., & Guinalíu, M. (2010). Determinants of the intention to participate in firm-hosted online travel communities and effects on consumer behavioral intentions. Tourism Management, 31(6), 898–911. doi: 10.1016/j.tourman.2010.04.007
   Web of Science ®Google Scholar
• Chatterjee, P. (2001). Online reviews: Do consumers use them? Association for Consumer Research, 28(1), 129–134.
   Google Scholar
• Cheung, C. M., & Thadani, D. R. (2012). The impact of electronic word-of-mouth communication: A literature analysis and integrative model. Decision Support Systems, 54(1), 461–470. doi: 10.1016/j.dss.2012.06.008
   Web of Science ®Google Scholar
• Chevalier, J. A., & Mayzlin, D. (2006). The effect of word of mouth on sales: Online book reviews. Journal of Marketing Research, 43(3), 345–354. doi: 10.1509/jmkr.43.3.345
   Web of Science ®Google Scholar
• Chu, S. C., & Choi, S. M. (2011). Electronic word-of-mouth in social networking sites: A cross-cultural study of the United States and China. Journal of Global Marketing, 24(3), 263–281. doi: 10.1080/08911762.2011.592461
   Google Scholar
• 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
   Web of Science ®Google Scholar
• Church, E. M., Iyer, L. S., & Zhao, X. (2015). Using interest graphs to predict rich-media diffusion in content-based online social networks. Information Systems Management, 32(3), 210–219. doi: 10.1080/10580530.2015.1044340
   Web of Science ®Google Scholar
• Church, L. L., Schumacher, K. L., & Thompson, S. A. (2016). Mixed-methods exploration of family caregiver strain in the nursing home. Journal of Hospice & Palliative Nursing, 18(1), 46–52. doi: 10.1097/NJH.0000000000000209
   Web of Science ®Google Scholar
• Churchill Jr, G. A. (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16(1), 64–73.
   Web of Science ®Google Scholar
• Corbin, J., Strauss, A., & Strauss, A. L. (2014). Basics of qualitative research: Techniques and Procedures for Developing Grounded Theory (3rd ed.). Thousand Oaks, CA: Sage.
   Google Scholar
• Davis, A., & Khazanchi, D. (2008). An empirical study of online word of mouth as a predictor for multi#product category e#commerce sales. Electronic Markets, 18(2), 130–141.
   Google Scholar
• De Matos, C. A., & Rossi, C. A. V. (2008). Word-of-mouth communications in marketing: A meta-analytic review of the antecedents and moderators. Journal of the Academy of Marketing Science, 36(4), 578–596. doi: 10.1007/s11747-008-0121-1
   Web of Science ®Google Scholar
• Dinçer, M. Z., & Alrawadieh, Z. (2017). Negative word of mouse in the hotel industry: A content analysis of online reviews on luxury hotels in Jordan. Journal of Hospitality Marketing & Management, 26(8), 785–804. doi: 10.1080/19368623.2017.1320258
   Web of Science ®Google Scholar
• Dixit, S.K. (2016), eWOM marketing in hospitality industry, in Singh, A. and Duhan, P. (Eds.), Managing Public Relations and Brand Image through Social Media, pp. 266–280. Hershey, PA: IGI Global.
   Google Scholar
• Dotson, J. P., Fan, R. R., Feit, E. M., Oldham, J. D., & Yeh, Y. H. (2017). Brand Attitudes and Search Engine Queries. Journal of Interactive Marketing, 37, 105–116. doi: 10.1016/j.intmar.2016.10.002
   Web of Science ®Google Scholar
• Doh, S. J., & Hwang, J. S. (2009). How consumers evaluate eWOM (electronic word-of-mouth) messages. CyberPsychology & Behavior, 12(2), 193–197.
   PubMedGoogle Scholar
• France, C., Merrilees, B. and Miller, D. (2015), Customer brand cocreation: a conceptual model, Marketing Intelligence and Planning, 33(6), 848–864.
   Web of Science ®Google Scholar
• Filieri, R., & McLeay, F. (2014). E-WOM and accommodation: An analysis of the factors that influence travelers’ adoption of information from online reviews. Journal of Travel Research, 53(1), 44–57. doi: 10.1177/0047287513481274
   Web of Science ®Google Scholar
• Filieri, R. y McLeay, F. (2014). eWOM and accommodation: An analysis of the factors that influence travelers adoption of information from online reviews. Journal of Travel Research, 53 (1),44–57.
   Google Scholar
• Filieri, R. y McLeay, F. (2014). eWOM and accommodation: An analysis of the factors that influence travelers adoption of
   Google Scholar
• Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382–388. doi: 10.2307/3150980
   Web of Science ®Google Scholar
• Garson, G. D. (2008). Path analysis. fromStatnotes: Topics in Multivariate Analysis. March 23, 2018, from North Carolina State University Public Administration Program. Available at :https://faculty.chass.ncsu.edu/garson/PA765/statnote.htm
   Google Scholar
• Ginman, C. (2011). How are brands engaging and building relationships with fans and customers in social media? (Master’s thesis). Retrieved from http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-154320
   Google Scholar
• Godey, B., Manthiou, A., Pederzoli, D., Rokka, J., Aiello, G., Donvito, R., & Singh, R. (2016). Social media marketing efforts of luxury brands: Influence on brand equity and consumer behavior. Journal of Business Research, 69(12), 5833–5841. doi: 10.1016/j.jbusres.2016.04.181
   Web of Science ®Google Scholar
• Ha, Y., & Im, H. (2012). Role of web site design quality in satisfaction and word of mouth generation. Journal of Service Management, 23(1), 79–96. doi: 10.1108/09564231211208989
   Web of Science ®Google Scholar
• Ha, H-Y. (2004). Factors influencing consumer perceptions of brand trust online. The Journal of Product and Brand Management, 13(4), 329–342.
   Google Scholar
• Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (1998). Multivariate Data Analysis. Upper Saddle River, NJ: Prentice Hall.
   Google Scholar
• Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (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. doi: 10.1002/dir.10073
   Google Scholar
• Hollebeek, L. D., Glynn, M. S., & Brodie, R. J. (2014). Consumer brand engagement in social media: Conceptualization, scale development and validation. Journal of Interactive Marketing, 28(2), 149–165. doi: 10.1016/j.intmar.2013.12.002
   Web of Science ®Google Scholar
• Hsu, Y., & Tran, T. H. C. (2013). Social Relationship Factors Influence on EWOM Behaviors in Social Networking Sites: Empirical Study: Taiwan and Vietnam. International Journal of Business, Humanities and Technology, 3(3), 22–31.
   Google Scholar
• information from online reviews. Journal of Travel Research, 53 (1), 44–57
   Google Scholar
• Iverson, R. D., & Maguire, C. (2000). The relationship between job and life satisfaction: Evidence from a remote mining community. Human Relations, 53(6), 807–839. doi: 10.1177/0018726700536003
   Web of Science ®Google Scholar
• Jeong, E., & Jang, S. S. (2011). Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations. International Journal of Hospitality Management, 30(2), 356–366. doi: 10.1016/j.ijhm.2010.08.005
   Web of Science ®Google Scholar
• Keller, K. L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. The Journal of Marketing, 1–22. doi: 10.2307/1252054
   Web of Science ®Google Scholar
• Kim, A. J., & Ko, E. (2012). Do social media marketing activities enhance customer equity? An empirical study of luxury fashion brand. Journal of Business Research, 65(10), 1480–1486. doi: 10.1016/j.jbusres.2011.10.014
   Web of Science ®Google Scholar
• Kim, H. (2012). The dimensionality of fashion-brand experience: Aligning consumer-based brand equity approach. Journal of Fashion Marketing and Management: an International Journal, 16(4), 418–441. doi: 10.1108/13612021211265827
   Google Scholar
• Kim, J., & Gupta, P. (2012). Emotional expressions in online user reviews: How they influence consumers' product evaluations. Journal of Business Research, 65(7), 985–992.
   Web of Science ®Google Scholar
• KPMG. (2017). The truth about online consumers. Retrieved 2018, May 31 from https://assets.kpmg.com/content/dam/kpmg/xx/pdf/2017/01/the-truth-about-online-consumers.pdf
   Google Scholar
• Ladhari, R., & Michaud, M. (2015). eWOM effects on hotel booking intentions, attitudes, trust, and website perceptions. International Journal of Hospitality Management, 46, 36–45. doi: 10.1016/j.ijhm.2015.01.010
   Web of Science ®Google Scholar
• Law, R., Chan, I. C. C., & Wang, L. (2018). A comprehensive review of mobile technology use in hospitality and tourism. Journal of Hospitality Marketing & Management, ( just-accepted). doi: 10.1080/19368623.2018.1423251
   Web of Science ®Google Scholar
• Lee, C. H., & Cranage, D. A. (2014). Toward understanding consumer processing of negative online word-of-mouth communication: The roles of opinion consensus and organizational response strategies. Journal of Hospitality & Tourism Research, 38(3), 330–360. doi: 10.1177/1096348012451455
   Web of Science ®Google Scholar
• Lewis, R. C., & Chambers, R. E. (1989). Marketing leadership in hospitality. Foundations and practices. Van Nostrand Reinhold.
   Google Scholar
• Liang, S. W. J., Ekinci, Y., Occhiocupo, N., & Whyatt, G. (2013). Antecedents of travelers’ electronic word-of-mouth communication. Journal of Marketing Management, 29(5–6), 584–606. doi: 10.1080/0267257X.2013.771204
   Google Scholar
• Lii, Y., & Lee, M. (2012). Doing right leads to doing well: When the type of CSR and reputation interact to affect consumer evaluations of the firm. Journal of Business Ethics, 105(1), 69‐81. doi: 10.1007/s10551-011-0948-0
   Web of Science ®Google Scholar
• Liu, Z., & Park, S. (2015). What makes a useful online review? Implication for travel product websites. Tourism Management, 47, 140–151. doi: 10.1016/j.tourman.2014.09.020
   Web of Science ®Google Scholar
• MacKinnon, D. P., & Fairchild, A. J. (2009). Current directions in mediation analysis. Current Directions in Psychological Science, 18(1), 16–20.
   PubMed Web of Science ®Google Scholar
• Mahapatra, S., & Mishra, A. (2017). Acceptance and forwarding of electronic word of mouth. Marketing Intelligence & Planning, 35(5), 594–610. doi: 10.1108/MIP-01-2017-0007
   Web of Science ®Google Scholar
• Malik, M. E., Naeem, B., & Nasir, A. M. (2011). Hotel service quality and brand loyalty. Interdisciplinary Journal of Contemporary Research in Business, 3, 621–629.
   Google Scholar
• McIntosh, R., Goeldner, C., & Ritchie, J. (2009). Tourism: Principles, practices, philosophies (11th ed.). Hoboken, NJ: Wiley.
   Google Scholar
• Mossholder, K. W., Bennett, N., Kemery, E. R., & Wesolowski, M. A. (1998). Relationships between bases of power and work reactions: The mediational role of procedural justice. Journal of Management, 24(4), 533–552. doi: 10.1177/014920639802400404
   Web of Science ®Google Scholar
• National Institute Ranking Framework (NIRF), Ministry of Human Resource Development, Government of India, 2018. Retrieved 2018 7 3 from https://www.nirfindia.org/2018/OverallRanking.html
   Google Scholar
• Nella, A., & Christou, E. (2014). Linking service quality at the cellar door with brand equity building. Journal of Hospitality Marketing & Management, 23(7), 699–721. doi: 10.1080/19368623.2014.891959
   Google Scholar
• Netemeyer, R. G., Krishnan, B., Pullig, C., Wang, G., Yagci, M., Dean, D., … Wirth, F. (2004). Developing and validating measures of facets of customer-based brand equity. Journal of Business Research, 57(2), 209–224. doi: 10.1016/S0148-2963(01)00303-4
   Web of Science ®Google Scholar
• Nusair, K., & Parsa, H. G. (2011). Introducing flow theory to explain the interactive online shopping experience in a travel context. International Journal of Hospitality & Tourism Administration, 12(1), 1–20. doi: 10.1080/15256480.2011.540974
   Google Scholar
• Oh, J., Fiorito, S. S., Cho, H., & Hofacker, C. F. (2008). Effects of design factors on store image and expectation of merchandise quality in web-based stores. Journal of Retailing and Consumer Services, 15, 237–249. doi: 10.1016/j.jretconser.2007.03.004
   Google Scholar
• Papathanassis, A., & Knolle, F. (2011). Exploring the adoption and processing of online holiday reviews: A grounded theory approach. Tourism Management, 32(2), 215–224. doi: 10.1016/j.tourman.2009.12.005
   Web of Science ®Google Scholar
• Park, D. H., Lee, J., & Han, I. (2007). The effect of online consumer reviews on consumer purchasing intention: The moderating role of involvement. International Journal of Electronic Commerce, 11(4), 125–148. doi: 10.2753/JEC1086-4415110405
   Web of Science ®Google Scholar
• Park, K., Ha, J., & Park, J. Y. (2017). An experimental investigation on the determinants of online hotel booking intention. Journal of Hospitality Marketing & Management, 26(6), 627–643. doi: 10.1080/19368623.2017.1284631
   Web of Science ®Google Scholar
• Pham, P. H., & Gammoh, B. S. (2015). Characteristics of social-media marketing strategy and customer-based brand equity outcomes: A conceptual model. International Journal of Internet Marketing and Advertising, 9(4), 321–337. doi: 10.1504/IJIMA.2015.072885
   Google Scholar
• Pigg, K. E., & Crank, L. D. (2004). Building community social capital: The potential and promise of information and communications technologies. The Journal of Community Informatics, 1(1), 58–73.
   Google Scholar
• Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879–903. doi: 10.1037/0021-9010.88.5.879
   PubMed Web of Science ®Google Scholar
• Prayag, G., Hall, C. M., & Wood, H. (2018). I feel good! perceptions and emotional responses of bed & breakfast providers in New Zealand toward trip advisor. Journal of Hospitality Marketing & Management, 27(1), 1–20. doi: 10.1080/19368623.2017.1318731
   Web of Science ®Google Scholar
• Raguseo, E., & Vitari, C. (2017). The effect of brand on the impact of e-WOM on hotels’ financial performance. International Journal of Electronic Commerce, 21(2), 249–269. doi: 10.1080/10864415.2016.1234287
   Web of Science ®Google Scholar
• Reza Jalilvand, M., & Samiei, N. (2012). The effect of electronic word of mouth on brand image and purchase intention: An empirical study in the automobile industry in Iran. Marketing Intelligence & Planning, 30(4), 460–476.
   Google Scholar
• Reza Jalilvand, M., & Samiei, N. (2012). The effect of electronic word of mouth on brand image and purchase intention: An empirical study in the automobile industry in Iran. Marketing Intelligence & Planning, 30(4), 460–476. doi: 10.1108/02634501211231946
   Google Scholar
• Román, S., & Sánchez-Siles, L. M. (2018). Parents’ choice criteria for infant food brands: A scale development and validation. Food Quality and Preference, 64(1), 1–10.
   Google Scholar
• Schivinski, B., & Dabrowski, D. (2015). The impact of brand communication on brand equity through Facebook. Journal of Research in Interactive Marketing, 9(1), 31–53.
   Web of Science ®Google Scholar
• Shan, Y., & King, K. W. (2015). The effects of interpersonal tie strength and subjective norms on consumers’ brand-related eWOM referral intentions. Journal of Interactive Advertising, 15(1), 16–27. doi: 10.1080/15252019.2015.1016636
   Google Scholar
• Sijoria, C., Mukherjee, S., & Datta, B. (2018). Impact of the antecedents of eWOM on CBBE. Marketing Intelligence & Planning. doi: 10.1108/MIP-10-2017-0221
   Web of Science ®Google Scholar
• Sotiriadis, M. D., & Van Zyl, C. (2013). Electronic word-of-mouth and online reviews in tourism services: The use of twitter by tourists. Electronic Commerce Research, 13(1), 103–124. doi: 10.1007/s10660-013-9108-1
   Web of Science ®Google Scholar
• Sundaram, D. S., Mitra, K., & Webster, C. (1998). Word-of-mouth communications: A motivational analysis. Advances in Consumer Research, 25, 527–531.
   Google Scholar
• Swanson, S. R., & Hsu, M. K. (2009). Critical incidents in tourism: Failure, recovery, customer switching, and word‐of‐mouth behaviors. Journal of Travel & Tourism Marketing, 26(2), 180–194. doi: 10.1080/10548400902864800
   Web of Science ®Google Scholar
• Teng, S., Wei Khong, K., Wei Goh, W., & Yee Loong, C. A. (2014). Examining the antecedents of persuasive eWOM messages in social media. Online Information Review, 38(6), 746–768. doi: 10.1108/OIR-04-2014-0089
   Web of Science ®Google Scholar
• Teng, S., Wei Khong, K., Wei Goh, W., & Yee Loong Chong, A. (2014). Examining the antecedents of persuasive eWOM messages in social media. Online Information Review, 38(6), 746–768.
   Web of Science ®Google Scholar
• Vahedi, E. (2012). An empirical investigating to effects of services marketing mix on brand dimensions in order to enhance brand equity in the Tehran’s Chain Stores. (Master’s thesis). Alborz University.
   Google Scholar
• Wang, T., Yeh, R. K. J., Chen, C., & Tsydypov, Z. (2016). What drives electronic word-of-mouth on social networking sites? Perspectives of social capital and self-determination. Telematics and Informatics, 33(4), 1034–1047. doi: 10.1016/j.tele.2016.03.005
   Web of Science ®Google Scholar
• What makes mid-market hotels the star of India’s hospitality sector? (January 26, 2018). Retrieved 2018 6 10 from https://www.business-standard.com/article/companies/what-makes-mid-market-hotels-the-star-of-india-s-hospitality-sector-118012500349_1.html
   Google Scholar
• Xu, Y. (2015). Conceptualisation of Micro-blog branding: Exploration of micro-blog branding communication and how customer-based brand equity (CBBE) is affected by such communication (Doctoral dissertation). University of Southampton.
   Google Scholar
• Yang, F. X. (2017). Effects of restaurant satisfaction and knowledge sharing motivation on eWOM intentions: The moderating role of technology acceptance factors. Journal of Hospitality & Tourism Research, 41(1), 93–127. doi: 10.1177/1096348013515918
   Web of Science ®Google Scholar
• Yang, H., & Zhou, L. (2011). Extending TPB and TAM to mobile viral marketing: An exploratory study on American young consumers’ mobile viral marketing attitude, intent and behavior. Journal of Targeting, Measurement and Analysis for Marketing, 19(2), 85–98. doi: 10.1057/jt.2011.11
   Google Scholar