Understanding consumers’ continuance intention to contribute online reviews

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

22 Scopus Citations
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Detail(s)

Original languageEnglish
Pages (from-to)22-40
Journal / PublicationIndustrial Management and Data Systems
Volume118
Issue number1
Publication statusPublished - 2018

Abstract

Purpose – The purpose of this paper is to integrate broaden theoretical perspectives in the investigation of the key antecedents of consumers’ continuous review contribution behavior on restaurant guide online opinion platforms (OOPs). Integrating both rational and relational theoretical perspectives with an extension of the investment model, a research model was proposed to explain what factors influence consumers’ intention to continuously contribute electronic WOM (eWOM) on OOPs. 
Design/methodology/approach – The research model was empirically tested with an online survey study of 438 eWOM contributors from a leading Chinese restaurant guide OOP, Dianping.com. 
Findings – The results indicated that satisfaction, affective commitment, and continuance commitment were key determinants of consumers’ continuance intention to contribute eWOM on the platform. Satisfaction was driven by concern for other consumers, social benefits, platform assistance, and venting negative feelings. Quality of alternatives and investment size significantly affected continuance commitment. 
Research limitations/implications – The selection of respondents is bound to the China area within a particular OOP, although the chosen OOP is a leading one in China. In addition, this study focuses on the perspective of commitment, but some social factors are neglected. 
Originality/value – This paper provides an integrated theoretical framework to explore the factors determining consumers’ continuance intention to contribute restaurant reviews on OOPs. From both rational and relational theoretical perspectives, the proposed model reveals the factors that encourage consumers to continue contributing eWOM on OOPs.

Research Area(s)

  • Commitment, Continuance intention, EWOM contribution, Online opinion platform, Online reviews