Search results for "Word of Mouth"
showing 10 items of 63 documents
Online content consumption experiences as drivers of engagement behaviors and recommendation intention
2017
Internet ja sosiaalinen media ovat luoneet uusia tapoja yrityksille olla vuorovaikutuksessa nykyisten ja potentiaalisten asiakkaiden kanssa. Yritysten päättäjät ovat tietoisia sitoutuneiden asiakkaiden tuomista positiivisista vaikutuksista yritykselle. Sitoutuneet asiakkaat ovat usein tyytyväisiä, uskollisia ja osapuolten välillä vallitsee luottamus. Tämän tutkimuksen tarkoituksena on selvittää joitakin asiakassitoutumiseen johtavia tekijöitä sekä sitä seuraavia asioita. Asiakkaiden itse kokemia ja raportoimia aikomuksia voidaan käyttää ennustamaan esimerkiksi tulevaa myyntiä. Sisältömarkkinoinnin rooli on kasvanut viime aikoina ja mielenkiintoisten sisältöjen tuotannon tarkoituksena on hou…
Communication and information exchange between primary healthcare employees and volunteers - Challenges, needs and possibilities for technology suppo…
2019
In light of the challenges posed by an ageing population and tighter public budgets, governments worldwide are seeking innovative ways of improving health service delivery. Volunteers can contribute to such improvement, but this requires effective coordination and communication between volunteers and healthcare employees. In this case study, conducted in two Norwegian municipalities during September-October 2017, the aim was to understand how collaboration and coordination is carried out between several stakeholders: volunteers, volunteer family members of healthcare service users and healthcare employees. Our results show that daily cooperation was largely unsystematic, and stakeholders em…
Positive and negative word of mouth (WOM) are not necessarily opposites: A reappraisal using the dual factor theory
2021
Prior research has not systematically investigated the enablers and inhibitors in conjunction to measure consumer behavior toward mobile wallets (m-wallets), focusing either on the adoption or the resistance perspective only. Similarly, antecedents and consequences of the dichotomous nature of word of mouth for m-wallets have also remained obscure so far. The present research proposes to address this void in the accumulated learnings by examining both enablers and inhibitors of mobile wallets (m-wallets) as antecedents of valence of word of mouth (positive and negative; PWOM and NWOM, respectively). Grounded in Dual Factor Theory, this study aims to explore consumers’ continued use intentio…
eWOM on Travel Agency Selection: Specialized versus Private Label
2016
In the travel industry, electronic word of mouth (eWOM) elicits a major influence on consumers’ decision making. Travel retailers are facing the new challenges derived from the different nature of their competitors—big hypermarkets, for instance, are extending their brands to travel services—and the challenges derived from online comments that consumers have access to. With a sample of 263 tourists, and using a fuzzy-set qualitative comparative analysis data analysis, this paper shows how the selection between a specialized travel agency and a private label (PL) agency is influenced by five factors: the usefulness attached to online reviews by users and the valence of those online reviews, …
Identifying future research opportunities in online consumer reviews: the case study of 'TripAdvisor'
2011
Submitted version of an article from the journal: International Journal of Technology Marketing. Published and definitive version available from Inderscience: http://dx.doi.org/10.1504/IJTMKT.2011.045913 The aim of this article is to identify future research opportunities for using online consumer reviews websites such as TripAdvisor.com as a case study. The literature review covers the internet and growth of eTourism, virtual communities, virtual community typologies, and the importance of TripAdvisor.com for travel research, electronic word–of–mouth (eWOM), social networking and the impact of online travel reviews on consumers. Propositions and future research opportunities are then raise…
The influence of university brand image, satisfaction, and university identification on alumni WOM intentions
2021
This study investigates the influence of university brand image, satisfaction, and alumni’s university identification on positive word-of-mouth (WOM) intentions. The model is tested using data coll...
Can the Retailer’s ICT Enhance the Impact of Service Recovery Efforts on Customer Satisfaction?
2019
Service recovery remains a topic of considerable interest for both academics and practitioners. This paper aims to explore the relations between recovery efforts and causal attributions, satisfacti...
Barriers and paradoxical recommendation behaviour in online to offline (O2O) services. A convergent mixed-method study
2021
Mobile apps offering online to offline (O2O) services act as aggregators providing interface for delivery of required products and services at a preferred location. Despite offering multiple affordances, many O2O services have not diffused as anticipated, indicating the existence of consumer resistance towards them. One such example is that of food delivery apps (FDAs), which are experiencing resistance at both the pre-adoption and post-adoption stage. However, there are scarce empirical findings explicating the pre-and post-adoption barriers perceived to be associated with FDAs. The present study addresses this gap by utilising the Innovation Resistance Theory (IRT) and a convergent mixed-…
The Diffusion of Price-Related Word-of-Mouth: A Study Exploring the Role of Market Mavens and Social Ties
2020
This study sheds light on the process of price-related word-of-mouth by exploring the dissemination of positively and negatively valanced price information as well as the role of social ties and ma...
The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps
2022
The literature offers valuable insights into various aspects of service recovery and service outcomes. However, the available findings are limited relative to the size of the ever-expanding service economy. In particular, past studies have left more granular nuances of the association between service recovery strategies and service outcomes, such as the mediating role of forgiveness or the valence of forgiveness, under-explored. Recognising that an improved understanding of recovery from failures is crucial for sustaining positive customer–brand relationships in the service economy, the present study investigates the mediating effect of the valence of forgiveness (both exoneration and resen…