• Asia pacific journal of information systems
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• v.25 no.4
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• pp.763-783
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• 2015

Online customer reviews (i.e., electronic word-of-mouth) has gained considerable interest over the past years. However, a knowledge gap exists in explaining the mechanisms among the factors that determine the product sales in online retailing environment. To fill the gap, this study adopts a principal-agent perspective to investigate the effect of customer reviews and customer incentives on product sales in online retail stores. Two customer review factors (i.e., average review ratings and the number of reviews) and two customer incentive factors (i.e., price discounts and special shipping offers) are used to predict product sales in regression analysis. The sales ranking data collected from the video game titles at Amazon.com are used to analyze the direct effects of the four factors and the interaction effects between customer review and customer incentive factors to product sales. Result reveals that most relationships exist as hypothesized. The findings support both the direct and interaction effects of customer reviews and incentive factors on product sales. Based on the findings, discussions are provided with regard to the academic and practical contributions.

• Journal of the Korean Society of Food Culture
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• v.21 no.4
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• pp.375-380
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• 2006

The purpose of this study was to research eating-out information search methods according to college student's lifestyle and their influences on overall satisfaction at fast-food restaurants in eastern province of Kangwondo. Lifestyle was divided into 7 factors and 6 clusters. According to the results, information search methods through Newspaper, magazine and word of mouth were used the most preferably by Cluster 3, 'Brand preference intention'. And TV advertising was used the most preferably by Cluster 4, 'Convenience intention', and the advertisement through internet was used the most preferably by Cluster 5, 'Health ${\cdot}$ effort intention'. However, Information searches through TV advertising and word of mouth had negative influence on the overall satisfaction. But method through internet had positive influences on the overall satisfaction. Eventually, it's proved that information search methods had significant differences according to student's lifestyle. And some information search methods influenced their overall satisfaction. Therefore, food-sonics corporations need to try reducing negative images of various advertisements and activating positive aspects of specialized promotion instruments.

• Knowledge Management Research
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• v.18 no.2
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• pp.65-83
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• 2017

Word-of-mouth (WOM), the communication between consumers offline, has transformed to include electronic word-of-mouth(eWOM), which has grown in its influence due to the advancements in communication technology. Despite the fact that many researchers have studied the impact of WOM and eWOM on the performance of movies in the movie industry, there still exists much controversy. Therefore, this study investigates the relationship of eWOM's volume and valence with the box office revenue for 2 years in Korean movies industry. The results show that the volume of eWOM, which is expected to related to awareness diffusion, is more important than the valence in the early stage of movie release. And in the later stage, the valence of eWOM which is expected to related to persuasion effect influences the box office revenue. In addition, the relationship of the volume and valence on box office revenue in both early and later stage can be increased through the interaction with the star power which raises the familiarity or the movie genre which causes the high arousal.

• International Journal of Human Ecology
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• v.7 no.1
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• pp.25-36
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• 2006

The purpose of this study was to investigate and compare visiting intentions by positive and negative Word-of-Mouth (WOM) and/or information of beauty shop between female college students and adult women. Data were collected from 500 consumers (250 from female students and 250 adult women) and was analyzed by using frequencies, factor analysis, t-tests and multiple regression utilizing SPSS/PC+. The findings revealed positive experience factors to prudent service, time saving/consideration for customer's position, kindness/operating system in waiting time, added services, employees' attitudes, excellent beauty and response skill, rational price and recall system/remind for customer. The negative experiences were inconsistent service, operators' convenient service, irrational price/poor skill/non-recall, non-customer central service, inappropriate face-to-face management to customer. Also, the results showed that the positive WOM information such as prudent service, time saving/consideration for customer's position, excellent beauty and response skill and rational price had influence on the visiting intention in case of female college students. The negative WOM information like non-customer central service, had influence on the visiting intention in cases of adult women.

• Journal of Korean Society for Quality Management
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• v.43 no.4
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• pp.545-558
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• 2015

Purpose: The Purposes of this study are (1) to examine why users are communicating through MIM (2) to understand what factors impact these users' satisfaction and loyalty. Methods: We use a questionnaire survey to collect 256 data on users' perceptions of Kakaotalk. We also use a structural equation modeling method by using AMOS 18.0. Results: Company trust, communication voice, connectedness, and perceived network size are found to be statistically significant factors affecting. Also, satisfaction influence on word of mouth and intention to switch. Conclusion: This study develops a research model from the MIM context. We suggest three points of view as company characteristics, device interactivity, and social factor. We examine the determinants of users' satisfaction and loyalty. The results can offer valuable insights for future mobile services research.

• The Journal of Information Technology
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• v.8 no.3
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• pp.73-82
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• 2005

The present paper aims to examine the relationship between the online word of mouth(WOM) contents and the WOM effect and to see how receivers' features such as product knowledge and involvement level influence the WOM received. For that purpose, we categorize WOM contents into two subcategories; product news and personal experience. The WOM effect, in turn, is into the WOM received. Survey questionnaires were given to 268 collegians as to their online WOM activities to purchase MP3 players. SPSS 10.0 package was employed as the method of statistical analysis. We report the following results. First, product news is shown to exert a greater effect on the WOM received than personal experience. Second, their product knowledge plays a moderating role in the relationship between the WOM contents and the WOM received. Finally, it is shown that the factor of involvement level moderates the relationship between the WOM contents and the WOM received. The current paper attempts to develop a hypothetical relationship between WOM information and WOM received and to provide a theoretical foundation for the practical online marketing. We must admit the methodological limitations with respect to subjects and samples. It should be worthwhile, however, to compare online and off-line marketing and to expand the range of research in the current line of thought.

• The Journal of Industrial Distribution & Business
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• v.12 no.2
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• pp.19-27
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• 2021

Purpose: This study investigated the impact of key factors such as service quality, perceived benefit and brand familiarity on a consumer's intention to order online food delivery (OFD). In addition, mediating effect of electronic word of mouth (e-WOM) between relationships among selected key variables and OFD purchase intention is also assessed. Research design, data and methodology: This explanatory, quantitative study employed convenience sampling and collected data through online structured questionnaire from 304 respondents who are users of OFD apps based in greater Klang valley region of Malaysia. The data was then subjected to normality and reliability assessment followed by confirmatory factor analysis, validity assessment and structural equation modelling using IBM SPSS AMOS 24.0. Results: Findings revealed that service quality, perceived benefits and brand familiarity affects purchase intention positively and significantly. Perceived benefits demonstrated highest impact on purchase intention followed by brand familiarity and service quality. Findings also suggest that e-WOM fully mediates relationship between brand familiarity and purchase intention, however, the same was not observed for remaining two variables. Conclusions: The study has enriched OFD literature by investigating impact of selected key factors on purchase intention in the context of OFD. Implications, limitations and future research avenues are then discussed.

• Fashion & Textile Research Journal
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• v.24 no.2
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• pp.183-194
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• 2022

This study aims to understand the consumers' negative responses to communication failure of chatbots caused by their imperfections. Specifically, this study examines 1) the relationship among chatbot's communication failure, dissatisfaction, negative behavior (complaint, negative word-of-mouth (nWOM), and inertia); 2) the moderating effect of technostress on the relationship between chatbot's communication failure and dissatisfaction; 3) the differences in the negative responses between the generation MZ and the previous generations. Data were collected via an online survey. First, the participants interacted with the chatbot developed for this survey, to experience the chatbot's communication failure. Thereafter, they responded to a questionnaire. PLS-SEM was conducted using the R software environment to test the hypotheses. This study empirically identified that chatbot's communication failure positively affected dissatisfaction. In addition, the customers who were more dissatisfied with the chatbot's communication failures were more likely to complain than engage in nWOM. Compared to the generation MZ, chatbot's communication failure caused a higher level of dissatisfaction in previous generations. The results suggest that online shopping malls should carefully introduce an improved chatbot service after minimizing its communication failure rate. The chatbot developers of online shopping malls targeting middle-aged and elderly consumers should strive to develop and implement strategies to further alleviate consumers' dissatisfaction in the situation of chatbot's communication failure.

• Fashion & Textile Research Journal
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• v.10 no.1
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• pp.50-58
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• 2008

This study aims to identify whether shopping malls affect customer satisfaction significantly according to the store image assessment of consumers after their purchases. This comparative study on the store image and satisfaction level according to shopping mall type is supposed to offer useful basic data for developing a niche market while establishing market segmentation strategies for internet fashion shopping malls. As a result of an empirical analysis, it was found that important standards for assessing the store image of internet fashion shopping malls include product and information service, customer service after purchase, atmosphere, convenience and reliability, and all five factors were shown to affect the satisfaction level for all general malls significantly. However, product and information service and convenience were shown not to be significantly influential to the satisfaction level for fashion specialty mall. In addition, customer satisfaction was found to affect the customers' intention to repurchase and word of mouth. Therefore, if marketing managers of internet fashion shopping malls elevate customer satisfaction by managing the store image before the customers' purchase, they can attract customers to repurchase intention and ultimately prompt a word of mouth effect.

• East Asian Journal of Business Economics (EAJBE)
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• v.1 no.3
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• pp.42-50
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• 2013

Brand Equity plays a major role in the highly competitive Quick Service Restaurants (QSR) industry in India. There are a variety of factors which affect the brand equity that a company commands in the market. Integrated Marketing Communication (IMC) is an emerging concept in marketing wherein all the major promotional activities are used to create a synergic output and send across a clear and consistent message to the customers. This study aims to find out the impact of five major tools of IMC namely Advertising, Word of Mouth, Sales Promotion, Event Sponsorships and Public Relations which are most applicable in the QSR industry on the four major dimensions namely Brand Awareness, Brand Association, Perceived Quality and Brand Loyalty which aid in creating Brand Equity. The study was conducted by collecting data from a sample and analyzing the data using statistical tools to find any relationships between the above mentioned variables. The findings suggest that marketers should focus on building favorable opinion about the brand amongst customers and take care regarding the news published about the brand since it affects brand image. Moreover, it was also found out that making people aware about the brand and the perceived quality about the brand play the major role in creating brand equity more than other factors.