• The Journal of Information Systems
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• v.20 no.4
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• pp.233-254
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• 2011

Although e-commerce is growing fast, e-commerce consumers are still under higher risk and uncertainty in the comparison of the traditional commerce's. Consumer review boards of online shopping malls are good measures to help buyer's decision making, and should be managed effectively by sellers. We formulate the research model on consumer trust formation on seller managed web review boards on the background of previous literatures on e-WOM and trust. Our data analysis with 368 samples shows seller's reputation, e-service quality, perceived reviewer's benevolence and ability have significant positive effect on the trustworthiness of the board. Product involvement shows weak negative moderation effect on the relationship between perceived reviewer's benevolence and trustworthiness of review boards.

• Journal of Contemporary Eastern Asia
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• v.21 no.2
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• pp.1-12
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• 2022

A good story persuades people to act. The mobilizing power of a story, however, does not necessarily rely on informational fidelity. During political unrests, word-of-mouth can intermix facts with unverified claims and emotional outrage, often transforming reality into convincing rumor stories. This rapid communication article discusses how rumor publics (dis)approve and participate in 2019 Hong Kong Protests. This survey study finds that police injustice and brutality were the predominant themes of the collected rumor stories, although some stories contained mixed views or anti-protest claims. Rumors of police injustice and brutality were associated with less negative attitudes toward the protests, especially when respondents believed the story. The relationship between rumor stories and protest participation was less obvious, except for rumors about an individual protester's whereabout. This study discusses the ways in which rumor is embedded in contentious political processes.

• ETRI Journal
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• v.36 no.4
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• pp.581-590
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• 2014

This study investigates the impact of tweets on box office revenue. Specifically, the study focuses on the times when tweets were written by examining the impact of pre- and post-consumption tweets on box office revenue; an examination that is based on Expectation Confirmation Theory. The study also investigates the impact of intention tweets versus subjective tweets and the impact of negative tweets on box office revenue. Targeting 120 movies released in the US between February and August 2012, this study collected tweet information on a daily basis from two weeks before the opening until the closing and box office revenue information. The results indicate that the disconfirmation that occurs in relation to the total number of pre-consumption tweets for a movie has a negative impact on box office revenue. This premise suggests that the formation of higher expectations of a movie does not always result in positive results in situations where tweets on perceived movie quality after watching spread rapidly. This study also reveals that intention tweets have stronger effects on box office revenue than subjective tweets.

• Asia-Pacific Journal of Business
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• v.12 no.3
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• pp.51-69
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• 2021

Purpose - Based on literature studies of movie reviews and movie ratings, this study raised two research questions on the contents of online word of mouth and the number of movie screens as mediator variables. Research question 1 wanted to figure out which topics of word groups had a positive or negative impact on movie ratings. Research question 2 tried to identify the role of the number of movie screens between movie ratings and box office outcomes. Design/methodology/approach - Through R program, this study collected about 82,000 movie reviews and movie ratings posted on Naver's movie website to examine the role of online word of mouths and movie screen counts in 10 movies that were considered commercially unsuccessful with fewer than 2 million viewers despite securing about 1,000 movie screens. To confirm research question 1, topic modeling, a text mining technique, was conducted on movie reviews. In addition, this study linked the movie ratings posted on Naver with information of KOBIS by date, to identify the research question 2. Findings - Through topic modeling, 5 topics were identified. Topics found in this study were largely organized into two groups, the content of the movie (topic 1, 2, 3) and the evaluation of the movie (topics 4, 5). When analyzing the relationship between movie reviews and movie ratings with 5 mediators identified in topic modeling to probe research question 1, the topic word groups related to topic 2, 3 and 5 appeared having a negative effect on the netizen's movie ratings. In addition, by connecting two secondary data by date, analysis for research question 2 was implemented. The outcomes showed that the causal relationship between movie ratings and audience numbers was mediated by the number of movie screens. Research implications or Originality - The results suggested that the information presented in text format was harder to quantify than the information provided in scores, but if content information could be digitalized through text mining techniques, it could become variable and be analyzed to identify causality with other variables. The outcomes in research question 2 showed that movie ratings had a direct impact on the number of viewers, but also had indirect effects through changes in the number of movie screens. An interesting point is that the direct effect of movie ratings on the number of viewers is found in most American films released in Korea.

• The Journal of Information Systems
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• v.26 no.1
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• pp.21-51
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• 2017

Recently there have been an increasing number of companies suffering a negative brand image in the major media. Thompson et al. (2006) defined this as "$Doppelg{\ddot{a}}nger$ Brand Image." The images mentioned above have been created and propagated on Internet communities, which are one of the major paths of online spreading. This study will empirically analyze the effect of each $Doppelg{\ddot{a}}nger$ brand image on the customer's brand attitude, using a text-mining method focusing on "A company"'s case. This study will also cover the change in customer brand attitudes related to the company's correspondence in a situation in which the $Doppelg{\ddot{a}}nger$ brand image exists. In addition, the study will determine the presence of a priming effect after the spread of the $Doppelg{\ddot{a}}nger$ brand image. To that end, we collected 974 comments from 94,889 posts and A's official blogs related to A from B community, the largest automobile community site in Korea. Through this investigation, we obtained the following results. First, there was a significant difference in the ratio of negative sentiment of internet community before and after $Doppelg{\ddot{a}}nger$ brand image. Second, with regard to the topic modeling, the ratio of articles including negative topics increased and the other article ratio decreased over time. Finally, we found that there is a priming effect about negative brand image of "A company."

• The Research Journal of the Costume Culture
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• v.21 no.4
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• pp.478-493
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• 2013

The purpose of this study is to examine the online WOM effect of blog review depending on brand awareness and message direction. The theory of planned behavior was applied to understand online WOM acceptance. A survey was conducted targeting female in 20s and 30s and 312 questionnaires were used for analysis. Frequency analysis, reliability analysis, t-test, and regression analysis were conducted using SPSS ver. 18.0. The results are as follows. First, purchase intention and online re-WOM intention are higher when brand awareness is higher. Second, subjective norm, perceived behavioral control, WOM acceptance intention, purchase intention and off-line re-WOM intention show higher values when negative information is afforded. Third, in type 1 (high brand awareness/positive message) and type 3 (low brand awareness/positive message), attitude, subjective norm and perceived behavioral control have a positive effect on WOM acceptance intention. In type 2 (high brand awareness/negative message), subjective norm and attitude have a positive effect on WOM acceptance intention. In type 4 (low brand awareness/negative message), subjective norm and perceived behavioral control have a positive effect on WOM acceptance intention. Forth, in type 1 and type 3, WOM acceptance intention has a positive effect on purchase intention, offline re-WOM intention and online re-WOM intention. In type 2 and type 4, WOM acceptance intention has a negative effect on purchase intention, and a positive effect on offline re-WOM intention. The results show that blog review has ripple effect on consumer behavior by affecting purchase intention and offline re-WOM intention.

• Journal of Distribution Science
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• v.15 no.3
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• pp.81-89
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• 2017

Purpose - Universities are fostering the development of closer relationships with students due to the increase in competition among universities. Universities are placing greater emphasis on relationship quality as a source of competitive advantage. Thus relationship marketing has become an important strategic theme in higher education. The purpose of this study is to investigate the effects of faculty trustworthiness on relationship building process in the context of relationship marketing. For this study, faculty trustworthiness is divided into competence, benevolence, and integrity. And relationship development variables are composed of satisfaction, commitment, positive WOM, and negative WOM. Research design, data, and methodology - To empirically evaluate the proposed research model, this study was carried out using the survey with undergraduate students who were taking business courses. The 270 questionnaires were asked, and a total of 245 respondents provided complete and usable data. The sample consisted of 143 males(58.4%) and 102 females(41.6%). The variables of proposed model were measured on a 5-point Likert scale. The structural equation modeling analysis was used for the hypothesis test. Results - The overall fit of the model was acceptable(χ²=579.7(df=264, P=0.00), GFI=0.935, NFI=0.949, CFI=0.956, RMR=0.040). The results supported 6 hypotheses except for

and

. First, competence and benevolence were positively related to satisfaction, while integrity was not significant. A key result of the analysis was that benevolence has the strongest effect on satisfaction. Second, satisfaction had a positive impact on commitment and positive WOM but didn't significantly affect negative WOM. Third, commitment significantly enhanced positive WOM and reduced negative WOM. Conclusions - This study emphasizes the role of faculty trustworthiness based on a long-term relationship. And the findings suggest that the dimensions of faculty trustworthiness have differing effects on satisfaction. In particular, benevolence is found to be the most important factor. This study provides university managers with the following managerial implications. In order to increase the satisfaction of the students, university managers should focus on the faculty's competence and benevolence. Also, it is important that university managers take a relationship approach to maximize WOM effect.

• Journal of the Korean Society of Food Culture
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• v.28 no.6
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• pp.631-639
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• 2013

The purpose of this study was to analyze the post-purchase behavior of customers who experienced cognitive dissonance after exposure to a franchise foodservice advertisement. The study adopted cognitive dissonance theory to explain the dissonance resulting from the combination of advertisements and actual product that consumers received. In detail, the research hypothesized that cognitive dissonance will affect consumers' post-purchase behavior as well as their efforts to reduce dissonance. Exactly 274 questionnaires were used in the analysis. The results showed that more than 80% of respondents were influenced by advertisements when purchasing menus, and 50% were unsatisfied when the provided menu "was not the same as the advertisement shown". It was found that advertisement type did not significantly affect either group that experienced dissonance. In terms of satisfaction, however, the former group showed greater dissatisfaction when dissonance occurred (p<.001). Finally, there was a significant difference between the two groups regarding post-purchase behavior (p<.05). Customers with dissonance were likely to 'express dissatisfaction directly to the store', 'leave negative reviews', and 'participate in negative word-of-mouth'. Thus, the results revealed that cognitive dissonance could significantly influence customer satisfaction and consequently lead to negative post-purchasing behaviors.

• Asia pacific journal of information systems
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• v.23 no.3
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• pp.131-154
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• 2013

New internet technologies have created a revolutionary new platform which allows consumers to make decision about product price and quality quickly and provides information about themselves through the transcript of online reviews. By expressing their feelings toward products or services on virtual opinion platforms, users extend their influence into cyberspace as electronic word-of-mouth (e-WOM). Existing research indicates that an impact of eWOM on the consumer decision process is influential. For both academic researchers and practitioners, investigating this phenomenon of information sharing in online website is essential given the increasing number of consumers using them as sources of purchase decisions. It is worthwhile to examine the extent to which opinion seekers are willing to accept and adopt online reviews and which factors encourage adoption. Discerning the most motivating aspects of information adoption in particular, could help electronic marketers better promote their brand and presence on the internet. The objectives of this study are to investigate how online WOM influences a persons' purchase decision by discovering which factors encourage information adoption. Especially focused on the self-efficacy, this research investigates how self-efficacy affects on information usefulness and adoption of online information. Although people are exposed to same review or comment about product or service, some accept the reviews while others do not. We notice that accepting online reviews mainly depends on the person's preference or personal characteristics. This study empirically examines this issue by using cognitive dissonance theory. Specifically, in the movie industry, we address few questions-is always positive WOM generating positive effect? What if the movie isn't the person's favorite genre? What if the person who is very self-assertive so doesn't take other's opinion easily? In these cases of cognitive dissonance, is always WOM generating same result? While many studies have focused on one direct of WOM which indicates positive (or negative) informative reviews or comments generate positive (or negative) results and more (or less) profits, this study investigates not only directional properties of WOM but also how people change their opinion towards product or service positive to negative, negative to positive through the online WOM. An experiment was conducted quantitatively by using a sample of 168 users who have experience within the online movie review site, 'Naver Movie'. Users were required to complete a survey regarding reviews and comments taken from the real movie page. The data reflected user's perceptions of online WOM information that determined users' adoption level. Analysis results provide empirical support for the proposed theoretical perspective. When user can't agree with the opinion of online WOM information, in other words, when cognitive dissonance between online WOM information and users' preference occurs, perceived self-efficacy significantly decreases customers' perception of usefulness. And this perception of usefulness plays an important role in determining users' intention to adopt online WOM information. Most of researches have been concentrated on characteristics of online WOM itself such as quality or vividness of information, credibility of source and direction of online WOM, etc. for describing effect of online WOM, but our results suggest that users' personal character (e.g., self-efficacy) plays decisive role for acceptance of online WOM information. Higher self-efficacy means lower possibility to accept the information that represents counter opinion because of cognitive dissonance, whereas the people that have lower self-efficacy are willing to accept the online WOM information as true and refer to purchase decision. This study suggests a model for understanding role of direction of online WOM information. Also, our result implicates the importance of online review supervision and personalized information service by confirming switching opinion negative to positive is more difficult than positive to negative through the online WOM information. This implication would help marketers to manage online reviews of their products or services.

• The Journal of Society for e-Business Studies
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• v.16 no.3
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• pp.93-112
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• 2011

For the success of an online retail market, it is important to allow consumers to get more helpful reviews by figuring out the factors determining the helpfulness of online reviews. On the basis of elaboration likelihood model, this study analyzes which factors determine the helpfulness of reviews and how the factors affecting the helpfulness of an online consumer review differ for product price. For this study, 75,226 online consumer reviews were collected from Amazon.com. Furthermore, additional information on review messages was also gathered by carrying out a content analysis on the review messages. This study shows that both of peripheral cues such as review rating and reviewer's credibility and central cues such as word count of review message and the proportion of negative words influence the helpfulness of review. In addition, the result of this study reveals that each consumer focuses on different information sources of reviews depending on the product price.