• Journal of the East Asian Society of Dietary Life
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• v.16 no.5
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• pp.615-622
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• 2006

The purpose of this study was to examine the mediating role of attitude, subjective norm, and perceived behavioral control on the relationships between past behavior and customers' intention to engage in negative word-of-mouth communication of dissatisfaction responses. Results of the study demonstrated that the inclusion of past behavior improved the predictability of the negative word-of-mouth communication of dissatisfaction response intentions. Furthermore, the mediating analyses indicated that the influence of past behavior was mediated by the mediator. In the contests of negative word-of-mouth communication, the effect of past behavior on intention was partially mediated by attitude, subjective norm and perceived behavioral control.

• Journal of Korea Multimedia Society
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• v.25 no.9
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• pp.1348-1355
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• 2022

This study will be an exploratory study from the perspective of IWOM on the intention of word-of-mouth transmission. And based on 256 questionnaire survey data of E-Commerce live broadcast consumers, structural equation modeling is used to explore the paths and mechanisms of influence of consumers' perceived IWOM and perceived value on oral transmission intention in China's E-Commerce live broadcast. The results found that consumers' perceived IWOM had a positive effect on perceived usefulness and perceived entertainment, and that perceived usefulness had a positive effect on purchase intention while perceived entertainment had no direct effect on word-of-mouth transmission intention. Perceived IWOM also indirectly influences willingness to pass on word-of-mouth by affecting perceived value. Among them, the mediating effect of perceived usefulness in the path of perceived network influence on word-of-mouth transmission intention is greater than that of perceived entertainment.

• The Journal of Information Systems
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• v.24 no.1
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• pp.1-25
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• 2015

Social Network Service (SNS) has been played an important role in the life with the expansion of the modern technology in the cellular communication. More knowledge and understanding should be inevitable even if companies have taken advantage of SNS through word of mouth as one of the new paradigm. In most cases the crucial benefit or peculiarity of SNS has been overlooked because only general aspects of SNS have been applied in the online situation. As a result of this, same paradigm has been considered in reality as SNS was just used one of the marketing tools. However, essential aspects of SNS were investigated to see the relation of usage intention and word of mouth in this study. The hypothesis of the effect of continuous intention of the usage, trust and word of mouth was made and reviewed statistically. The statistical analysis showed there was significant among relationship, context, perceived service quality and continuous intention of the usage. In addition to that, self-expression, relationship, perceived service quality and trust were significant. Finally the continuous intention of the usage and word of mouth was significant as well. Based on this study, SNS provided by the companies could be effective to the customers in terms of word of mouth while different trend was shown in terms of trust.

• Journal of the Korean Society of Clothing and Textiles
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• v.31 no.7
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• pp.1139-1147
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• 2007

Word of mouth is becoming increasingly in the market these days as company offers many product, advertising, promotion for consumer. The Purpose of this study is to the effect of brand loyalty and word of mouth between trust and commitment of silver women and salesperson. A survey was conducted from October 15 to September 10 in 2006, among over the 60 aged silver women. 260 silver women subjects were frequency analysis, reliability analysis, factor analysis, multiple regression analysis. The results are as follows: First, a degree of trust factors were determined to be specialty, benevolence, And a degree of commitment factors were determined to be calculative commitment, effective commitment. Second, a degree of trust and commitment factors had an effect on brand loyalty. Third, brand loyalty effect on word of mouth. The research finds that trust and commitment of multidimensional view effect on word of mouth and moderating effect of relationship.

• Journal of the Korean Society of Clothing and Textiles
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• v.47 no.6
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• pp.1038-1056
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• 2023

This study investigates the effects of ChatGPT's quality characteristics (service and information) on purchase intention and word of mouth intention. We distributed questionnaires among domestic men and women aged in their 20s and 30s who had experience of using ChatGPT. A total of 222 responses were subjected to frequency analysis, factor analysis, correlation analysis, and multiple linear regression analysis using the IBM SPSS statistical program version 26. The major findings were as follows: (1) The factors of service quality were categorized as Tangibility, Reliability, Empathy, and Assurance, while the factors of information quality were categorized as Recency, Accuracy, and Usefulness. (2) Among the service quality factors of ChatGPT, two factors (Reliability and Empathy) significantly impacted purchase intention, and three factors (Tangibility, Reliability, and Empathy) significantly affected word of mouth intention. (3) Among ChatGPT's information quality factors, two factors (Usefulness and Recency) had a significant effect on purchase intention, and two factors (Usefulness and Accuracy) exerted a significant influence on word of mouth intention. (4) Purchase intention had a significant effect on word of mouth intention.

• Journal of Korean Society for Quality Management
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• v.39 no.1
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• pp.15-23
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• 2011

The biggest change in the current medical service market is the shift from producer-based approach to customer-based approach. Thus, there is a high necessity for an introduction of market-oriented and customer-oriented marketing activities in medical institutions. Especially, revisitation and positive word-of-mouth of customers are the most effective marketing methods of consistently obtaining customers and drawing new loyal customers. Hence, the factors influencing the reuse of medical services and word-of-mouth are demonstrated using SERVQUAL, and the results show that the service factors influencing reuse intentions on medical services are assurance, responsiveness, and tangibles and the factors strengthening word-of-mouth are empathy and assurance on the services provided by medical institutions. This study has determined that revistation and word-of-mouth of customers are not only influenced by satisfaction on medical services but by the quality itself as well. Therefore, medical service providers need to pursue standardized strategies in order to enhance the quality of medical services simultaneously in addition to simply increasing the customer satisfaction level.

• Knowledge Management Research
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• v.15 no.3
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• pp.141-168
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• 2014

Purchasing through Internet shopping mall has more uncertainty compared with offline shopping mall. Previous studies have presented that trust plays a role of reducing uncertainty and increasing purchasing intention. In this study, we suggest that third-party assurance and word-of-mouth contribute to the formation of trust. In addition, we also propose that ease of product evaluation plays moderating roles in the relationships between third-party assurance, word-of-mouth and trust. For this study, we collected sample data from two groups consisting of online shoppers purchasing the search goods and experience goods categorized by type of ease of product evaluation. Empirical results show that word-of-mouth and third-party assurance have different effects on trust in two groups. The third-party assurance has a stronger impact on trust in online shopping group of the search goods than in the experience goods, while word-of-mouth in the online community has a stronger impact on trust in online shopping group of the experience goods than in the search goods. We expect that this result will provide researchers and managers who are interested in trust formation factors in online shopping mall with useful theoretical and practical implications.

• Fashion & Textile Research Journal
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• v.10 no.6
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• pp.890-899
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• 2008

This study aimed to identify the effects of service quality of internet shopping malls on consumer satisfaction and word of mouth intention. The data were obtained from questionnaires completed by 345 people aged between 20 and 39 living in Busan. The SPSS package was used for data analysis whose methods included factor analysis, ANOVA, cluster analysis and regression analysis. The results of this study were as follows: First, the service quality factors were determined to be reliability, diversity, convenience, accuracy & communicability. Differences among the groups divided by service quality factors were found to be meaningful in consumer satisfaction and word of mouth intention. Second, reliability, diversity, convenience & accuracy significantly affected consumer satisfaction, however all the service quality factors significantly effected word of mouth intention. Finally, consumer satisfaction, reliability, diversity, accuracy & communicability had an significant effect on word of mouth intention. It would be helpful for the managers of internet shopping malls that consumers can be satisfied with right fashion products and efficient inter-communication based on trustfulness in the long-term relationship.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.11
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• pp.449-457
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• 2020

This study's purpose was to empirically research the effect of brand image and brand love on brand commitment, and positive word of mouth. We analyzed research data from 267 customers at electronics stores in Ho Chi Minh City, Vietnam. The convenient sampling method was used to collect the research sample. The measurement applied a 5-point Likert scale classifying from 1= completely disagree and 5=completely agree. Based on previous studies, the research model was recommended. The Partial Least Squares method was done to examine the measurement model and the structural model. We had estimated the reliability of the scales through Cronbach's alpha and composite reliability. Besides, we had assessed discriminant validity through the Fornell-Larcker standard. The outcome of the study illustrated that brand image had a significantly positive influence on brand love. Besides, the results of the research declared that brand image was positively related to brand commitment. The results also revealed that brand image was positively linked to positive word of mouth. Likewise, the findings of the study disclosed that brand love had a positive impact on brand commitment and positive word of mouth. Additionally, the results of the research confirmed that brand commitment was positively linked to word of mouth.

• Journal of Korea Multimedia Society
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• v.25 no.2
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• pp.335-344
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• 2022

In recent years, Internet Word of Mouth (IWOM) as an important way for internet consumers to obtain product information, it has become a key factor influencing consumers purchase intention. However, does IWOM also affect consumers' willingness to buy in the E-commerce live broadcast environment? What online IWOM can make a difference? And how? This study establishes a theoretical model of the impact of IWOM on consumer purchase intention in Chinese E-commerce live broadcast. Questionnaire data were collected from 204 people through the internet, with the model and the hypotheses are tested by SPSS 21.0 software. The research results show that: Firstly, the influencing factors of IWOM in the E-commerce live broadcast are different from those in general E-commerce. Secondly, anchor traits, word of mouth quantity, and product involvement have a positive impact on consumers purchase intentions, but the strength of relationship, word of mouth quality and Word of mouth timeliness do not have significantly direct effect on consumers' purchase intentions. Finally, conclusion with theoretical references and practical suggestions for E-commerce live broadcast merchants that may enter the Chinese market.