Making your online voice loud : The critical role of WOM information

Research output: Journal Publications and Reviews (RGC: 21, 22, 62)21_Publication in refereed journalpeer-review

109 Scopus Citations
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Author(s)

  • Minxue Huang
  • Fengyan Cai
  • Alex S.L. Tsang
  • Nan Zhou

Related Research Unit(s)

Detail(s)

Original languageEnglish
Pages (from-to)1277-1297
Journal / PublicationEuropean Journal of Marketing
Volume45
Issue number7
Publication statusPublished - Jul 2011

Abstract

Purpose: This paper seeks to explore factors that can help generate a bigger ripple for diffusive Word-of-Mouth (WOM) in an online environment. Specifically, the paper aims to demonstrate how the characteristics of WOM information influence the ripple effect. Design/methodology/approach: The paper used a survey based on real posts in online discussion forums to collect the data. Structural Equation Modelling (SEM) was utilized for analysis. Findings: WOM as diffusive communication could generate a ripple effect. All of the WOM characteristics, which were investigated (quality, authority, authenticity and interestingness), have a positive effect on resenders' acceptance toward WOM, which, in turn, have a significant positive impact on resenders' resending intention. Furthermore, the positive impacts of WOM characteristics on resenders' acceptance exist, regardless of whether the valence of WOM information is positive or negative. Research limitations/implications: This study provides insights into the role of WOM information in facilitating the WOM ripple effect. However, the specific characteristics of WOM information that influence consumers' perceptions of WOM are not explored in the present research. Originality/value: The results of the study may help practitioners manipulate and use online WOM information in order to make marketing communications more efficient and influential. © Emerald Group Publishing Limited.

Research Area(s)

  • Diffusive communication, Information characteristics, Internet marketing, Marketing communications, Online environments, Word of mouth

Citation Format(s)

Making your online voice loud : The critical role of WOM information. / Huang, Minxue; Cai, Fengyan; Tsang, Alex S.L.; Zhou, Nan.

In: European Journal of Marketing, Vol. 45, No. 7, 07.2011, p. 1277-1297.

Research output: Journal Publications and Reviews (RGC: 21, 22, 62)21_Publication in refereed journalpeer-review