References

• Abubakar, A. M., & Ilkan, M. (2016). Impact of online WOM on destination trust and intention to travel: A medical tourism perspective. Journal of Destination Marketing & Management, 5(3), 192–201. https://doi.org/10.1016/j.jdmm.2015.12.005
   Google Scholar
• Babić Rosario, A., Sotgiu, F., De Valck, K., & Bijmolt, T. H. A. (2016). The effect of electronic word-of-mouth on sales: A meta-analytic review of platform, product, and metric factors. Journal of Marketing Research, 53(3), 297–318. https://doi.org/10.1509/jmr.14.0380
   Google Scholar
• Banerjee, S., Bhattacharyya, S., & Bose, I. (2017). Whose online reviews to trust? Understanding reviewer trustworthiness and its impact on business. Decision Support Systems, 96, 17–26. https://doi.org/10.1016/j.dss.2017.01.006
   Google Scholar
• Beaujean, M., Davidson, J., & Madge, S. (2006). The ‘moment of truth’ in customer service. McKinsey Quarterly, 1, 62–73.
   Google Scholar
• Bebko, C. P. (2000). Service intangibility and its impact on consumer expectations of service quality. Journal of Services Marketing, 14(1), 9–26. https://doi.org/10.1108/08876040010309185
   Google Scholar
• ProQuest (Firm), Belch, G. E., & Belch, M. A. (2021). Advertising and promotion: An integrated marketing communications perspective. 12th, International student. McGraw-Hill Education.
   Google Scholar
• Bhandari, M., & Rodgers, S. (2018). What does the brand say? Effects of brand feedback to negative eWOM on brand trust and purchase intentions. International Journal of Advertising, 37(1), 125–141. https://doi.org/10.1080/02650487.2017.1349030
   Google Scholar
• Bhattacherjee, A. (2001). Understanding information system continuance: An expectation - confirmation model. MIS Quarterly, 25(3), 351–370. https://doi.org/10.2307/3250921
   Google Scholar
• Bitran, G., & Lojo, M. (1993). A framework for analyzing service operations. European Management Journal, 11(3), 271–282. https://doi.org/10.1016/0263-2373(93)90053-K
   Google Scholar
• Boswell, S. (1997). Make patients think, ‘WOW!’. Dental Economics, 87(4), 72–74.
   Google Scholar
• Burgess, S., Sellitto, C., Cox, C., & Buultjens, J. (2009). User-generated content (UGC) in tourism: Benefits and concerns of online consumers. Proceedings of the 17th European Conference on Information Systems (Italy: ECIS). https://aisel.aisnet.org/ecis2009/439
   Google Scholar
• Carter, N., Bryant-Lukosius, D., DiCenso, A., Blythe, J., & Neville, A. J. (2014). The use of triangulation in qualitative research. Oncology Nursing Forum, 41(5), 545–547. https://doi.org/10.1188/14.ONF.545-547
   Google Scholar
• Charmaz, K. (2006). Constructing grounded theory. Sage Publications.
   Google Scholar
• Chen, Y. H., Chien, S. H., Wu, J. J., & Tsai, P. Y. (2010). Impact of signals and experience on trust and trusting behaviour. Cyberpsychology, Behaviour, and Social Networking, 13(5), 539–546. https://doi.org/10.1089/cyber.2009.0188
   Google Scholar
• Del Chiappa, G., Lorenzo-Romero, C., & Alarcon-del-amo, M. (2018). Profiling tourists based on their perceptions of the trustworthiness of different types of peer-to-peer applications. Current Issues in Tourism, 21(3), 259–276. https://doi.org/10.1080/13683500.2015.1077208
   Google Scholar
• Dwyer, P. (2007). Measuring the value of electronic word of mouth and its impact in consumer communities. Journal of Interactive Marketing, 21(2), 63–79. https://doi.org/10.1002/dir.20078
   Google Scholar
• El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322–332. https://doi.org/10.1016/j.jretconser.2018.07.007
   Google Scholar
• Erlingsson, C., & Brysiewicz, P. (2017). A hands-on guide to doing content analysis. African Journal of Emergency Medicine, 7(3), 93–99. https://doi.org/10.1016/j.afjem.2017.08.001
   Google Scholar
• Fatanti, M. N., & Suyadnya, I. W. (2015). Beyond user gaze: How Instagram creates tourism destination brand? Procedia- Social and Behavioural Sciences, 211, 1089–1095. https://doi.org/10.1016/j.sbspro.2015.11.145
   Google Scholar
• Felix, R., Rauschnabel, P. A., & Hinsch, C. (2017). Elements of strategic social media marketing: A holistic framework. Journal of Business Research, 70, 118–126. https://doi.org/10.1016/j.jbusres.2016.05.001
   Google Scholar
• Fernando, A. (2007). Social media change the rules: Say farewell to top-down and hello to consumer led communication. Communication World, 24(1), 9–10.
   Google Scholar
• Flavián, C., Guinalíu, M., & Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information & Management, 43(1), 1–14. https://doi.org/10.1016/j.im.2005.01.002
   Google Scholar
• Giampietri, E., Verneau, F., Del Giudice, T., Carfora, V., & Finco, A. (2018). A theory of planned behaviour perspective for investigating the role of trust in consumer purchasing decision related to short food supply chains. Food Quality and Preference, 64, 160–166. https://doi.org/10.1016/j.foodqual.2017.09.012
   Google Scholar
• Goldsmith, R. E., & Horowitz, D. (2006). Measuring motivations for online opinion seeking. Journal of Interactive Advertising, 6(2), 2–14. https://doi.org/10.1080/15252019.2006.10722114
   Google Scholar
• Grégoire, Y., Tripp, T. M., & Legoux, R. (2009). When customer love turns into lasting hate: The effects of relationship strength and time on customer revenge and avoidance. Journal of Marketing, 73(6), 8–32. https://doi.org/10.1509/jmkg.73.6.18
   Google Scholar
• He, X., & Pedraza, R. (2015). Chinese social media strategies: Communication key features from a business perspective. El Profesional de la información, 24(2), 200–209. 2015. https://doi.org/10.3145/epi.2015.mar.14
   Google Scholar
• Hennig-Thurau, T., Malthouse, E. C., Friege, C., Gensler, S., Lobschat, L., Rangaswamy, A., & Skiera, B. (2010). The impact of new media on customer relationships. Journal of Service Research, 13(3), 311–330. https://doi.org/10.1177/1094670510375460
   Google Scholar
• Hong, I. B. (2015). Understanding the consumer’s online merchant selection process: The roles of product involvement, perceived risk, and trust expectation. International Journal of Information Management, 35(3), 322–336. https://doi.org/10.1016/j.ijinfomgt.2015.01.003
   Google Scholar
• Huang, J. H., & Chen, Y. F. (2006). Herding in online product choice. Psychology & Marketing, 23(5), 413–428. https://doi.org/10.1002/mar.20119
   Google Scholar
• Hung, K. H., & Li, S. Y. (2007). The influence of eWOM on virtual consumer communities: Social capital, consumer learning, and behavioural outcomes. Journal of Advertising Research, 47(4), 485–495. https://doi.org/10.2501/S002184990707050X
   Google Scholar
• Kim, D. J. (2012). An investigation of the effect of online consumer trust on expectation, satisfaction, and post-expectation. Information Systems and e-Business Management, 10(2), 219–240. https://doi.org/10.1007/s10257-010-0136-2
   Google Scholar
• Kim, D. J., Ferrin, D. L., & Rao, H. R. (2009). Trust and satisfaction, two stepping stones for successful e-commerce relationships: A longitudinal exploration. Information Systems Research, 20(2), 237–257. http://dx.doi.org/10.1287/isre.1080.0188
   Google Scholar
• Labrecque, L. I., Vor Dem Esche, J., Mathwick, C., Novak, T. P., & Hofacker, C. F. (2013). Consumer power: Evolution in the digital age. Journal of Interactive Marketing, 27(4), 257–269. https://doi.org/10.1016/j.intmar.2013.09.002
   Google Scholar
• Lee, J., Park, D. H., & Han, I. (2011). The different effects of online consumer reviews on consumers’ purchase intentions depending on trust in online shopping malls. Internet Research, 21(2), 187–206. https://doi.org/10.1108/10662241111123766
   Google Scholar
• Lee, M., & Youn, S. (2009). Electronic word of mouth (eWOM): How eWOM platforms influence consumer product judgement. International Journal of Advertising, 28(3), 473–499. https://doi.org/10.2501/S0265048709200709
   Google Scholar
• Leung, D., Law, R., van Hoof, H., & Buhalis, D. (2013). Social media in tourism and hospitality: A literature review. Journal of Travel & Tourism Marketing, 30(1–2), 3–22. https://doi.org/10.1080/10548408.2013.750919
   Google Scholar
• Liang, L. J., Choi, H. C., & Joppe, M. (2018). Exploring the relationship between satisfaction, trust and switching intention, repurchase intention in the context of Airbnb. International Journal of Hospitality Management, 69, 41–48. https://doi.org/10.1016/j.ijhm.2017.10.015
   Google Scholar
• Liao, C., Lin, H.-N., Luo, M. M., & Chea, S. (2017). Factors influencing online shoppers’ repurchase intentions: The roles of satisfaction and regret. Information & Management, 54(5), 651–668. https://doi.org/10.1016/j.im.2016.12.005
   Google Scholar
• Lin, C., & Lekhawipat, W. (2014). Factors affecting online repurchase intention. Industrial Management & Data Systems, 114(4), 597–611. https://doi.org/10.1108/IMDS-10-2013-0432
   Google Scholar
• Lis, B. (2013). In eWOM we trust. Business & Information Systems Engineering, 5(3), 129–140. https://doi.org/10.1007/s12599-013-0261-9
   Google Scholar
• Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458–468. https://doi.org/10.1016/j.tourman.2007.05.011
   Google Scholar
• Liu, B. (2020, March 25). Xiaohongshu cultivates new consumer behaviour in China. Value China, from https://valuechina.net/2020/03/25/xiaohongshu-cultivates-new-consumer-behaviour-in-china/
   Google Scholar
• McDougall, G. H. G., & Levesque, T. (2000). Customer satisfaction with services: Putting perceived value into the equation. Journal of Services Marketing, 14(5), 392–410. https://doi.org/10.1108/08876040010340937
   Google Scholar
• McKinney, V., Yoon, K., & Zahedi, F. M. (2002). The measurement of web-customer satisfaction: An expectation and disconfirmation approach. Information Systems Research, 13(3), 296–315. https://doi.org/10.1287/isre.13.3.296.76
   Google Scholar
• Meuter, M. L., McCabe, D. B., & Curran, J. M. (2013). Electronic word-of-mouth versus interpersonal word-of-mouth: Are all forms of word-of-mouth equally influential? Services Marketing Quarterly, 34(3), 240–256. https://doi.org/10.1080/15332969.2013.798201
   Google Scholar
• Nam, K., Baker, J., Ahmad, N., & Goo, J. (2020). Determinants of writing positive and negative electronic word-of-mouth: Empirical evidence for two types of expectation confirmation. Decision Support Systems, 129, 133168. https://doi.org/10.1016/j.dss.2019.113168
   Google Scholar
• O’Reilly, K., MacMillan, A., Mumuni, A. G., & Lancendorfer, K. M. (2016). Extending our understanding of eWOM impact: The role of source credibility and message relevance. Journal of Internet Commerce, 15(2), 77–96. https://doi.org/10.1080/15332861.2016.1143215
   Google Scholar
• Oliver, R. L. (1977). Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. Journal of Applied Psychology, 62(4), 480–486. https://doi.org/10.1037/0021-9010.62.4.480
   Google Scholar
• Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405
   Google Scholar
• Patton, M. Q. (1999). Enhancing the quality and credibility of qualitative analysis. Health Services Research, 34(5 Pt 2), 1189–1208.
   Google Scholar
• Patton, M. Q. (2008). Utilization-focused evaluation (4th ed.). SAGE Publicaions.
   Google Scholar
• Pérez, A., & Rodríguez Del Bosque, I. (2015). How customer novelty seeking influences customer CSR perceptions. Marketing Intelligence & Planning, 33(4), 486–507. https://doi.org/10.1108/MIP-07-2014-0140
   Google Scholar
• Qazi, A., Tamjidyamcholo, A., Raj, R. G., Hardaker, G., & Standing, C. (2017). Assessing consumers’ satisfaction and expectations through online opinions: Expectation and disconfirmation approach. Computers in Human Behaviour, 75, 450–460. https://doi.org/10.1016/j.chb.2017.05.025
   Google Scholar
• Qian-gua. (2021, April 21). 2021千瓜活跃用户画像趋势报告 (小红书平台) [Qian-gua active user portrait trend report in 2021 (Xiaohongshu platform)]. http://www.qian-gua.com/blog/detail/877.html
   Google Scholar
• Richard, M.-O., & Habibi, M. R. (2016). Advanced modeling of online consumer behaviour: The moderating roles of hedonism and culture. Journal of Business Research, 69(3), 1103–1119. https://doi.org/10.1016/j.jbusres.2015.08.026
   Google Scholar
• Sale, J. E. M., & Thielke, S. (2018). Qualitative research is a fundamental scientific process. Journal of Clinical Epidemiology, 102, 129–133. https://doi.org/10.1016/j.jclinepi.2018.04.024
   Google Scholar
• Saunders, B., Sim, J., Kingstone, T., Baker, S., Waterfield, J., Bartlam, B., Burroughs, H., & Jinks, C. (2018). Saturation in qualitative research: Exploring its conceptualization and operationalization. Quality & Quantity, 52(4), 1893–1907. https://doi.org/10.1007/s11135-017-0574-8
   Google Scholar
• Schindler, R. M., & Bickart, B. (2005). Published word of mouth: Referable, consumer-generated information on the Internet. Online Consumer Psychology: Understanding and Influencing Consumer Behaviour in the Virtual World, 32, 35–61.
   Google Scholar
• Söderlund, M., & Julander, C. –. R. (2009). Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction. Journal of Retailing and Consumer Services, 16(3), 216–226. https://doi.org/10.1016/j.jretconser.2008.11.008
   Google Scholar
• Stemler, S. (2000). An overview of content analysis. Practical Assessment, Research, and Evaluation, 7(1). article 17. https://doi.org/10.7275/z6fm-2e34
   Google Scholar
• Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62(2), 60–76. https://doi.org/10.1177/002224299806200205
   Google Scholar
• Teo, A. (2019). Where content meets commerce: Xiaohongshu little red book. Medium. https://medium.com/@aliciateolixia/where-content-meets-commerce-小红书-little-red-book-4bffa17f39f1
   Google Scholar
• Tuzovic, S., & Harris, L. (2010). Frequent (flier) frustration and the dark side of word-of-web: Exploring online dysfunctional behavior in online feedback forums. Journal of Services Marketing, 24(6), 446–457. https://doi.org/10.1108/08876041011072564
   Google Scholar
• Vanhamme, J. (2000). The link between surprise and satisfaction: An exploratory research on how best to measure surprise. Journal of Marketing Management, 16(6), 565–582. https://doi.org/10.1362/026725700785045949
   Google Scholar
• Weinberg, B. D., & Davis, L. (2005). Exploring the WOW in online-auction feedback. Journal of Business Research, 58(11), 1609–1621. https://doi.org/10.1016/j.jbusres.2004.06.004
   Google Scholar
• Woerndl, M., Papagiannidis, S., Bourlakis, M., & Li, F. (2008). Internet-induced marketing techniques: Critical factors in viral marketing campaigns. International Journal of Business Science and Applied Management, 3(1), 33–45.
   Google Scholar
• Xiang, Z., & Gretzel, U. (2010). Role of social media in online travel information search. Tourism Management, 31(2), 179–188. https://doi.org/10.1016/j.tourman.2009.02.016
   Google Scholar
• Xiaohongshu. (2019). Xiaohongshu: About us. from https://www.xiaohongshu.com/protocols/about
   Google Scholar
• Yoo, K. H., & Gretzel, U. (2010). Antecedents and impacts of trust in travel-related consumer-generated media. Information Technology & Tourism, 12(2), 139–152. https://doi.org/10.3727/109830510X12887971002701
   Google Scholar