• The Journal of Asian Finance, Economics and Business
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• v.7 no.10
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• pp.885-896
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• 2020

The purpose of this study is to shed light on the driving motivations of contributing social word of mouth on social networking sites (sWOM) toward both tangible and intangible products. In order to develop a research model, this study adopts the motivation theory and TAM model. Data was collected from 904 members of the cosmetic and restaurant communities by using the snowball method. After assessing the validity of all constructs, the structural equation modeling (SEM) is used to test the proposed hypotheses. Results show that personal motivations (satisfaction, opinion leadership, self-enhancement, and economic incentives) and characteristics of sWOM (Perceived Usefulness and Ease of Use) have positive effect on exposure and engagement behaviors. Here are our specific findings, (1) customer satisfaction positively affects online interactions on SNSs such as Like or Sharing a content; (2) sWOM contribution behavior exists in two structures (Exposure and Engagement) and affects each other; (3) This study combines two groups of personal motivation and TAM to conceptualize a research model; and (4) The motivations of contributing sWOM between a specified service and product are rather similar. These findings help digital managers to understand consumers' behavioral contributions on SNSs and also provide interesting insights for marketers.

• Journal of Information Technology Services
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• v.12 no.2
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• pp.231-242
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• 2013

E-commerce market has been increasing rapidly, which reflects the convenience and economic benefits associated with its usage. Unlike the traditional markets, WOM (Word-of-Mouth) becomes more important because e-commerce consumers can't experience the real product in the purchase decision-making process. In this regard, identifying the influencing factors to WOM of internet e-commerce site is very important. In this paper, we aim to examine the effects of perceived and individual variables on WOM in the context of internet e-commerce site. In order to analyze the antecedents, we selected perceived and individual factors such as regret tendency scale, prior knowledge and merchandise attractiveness. In addition, we examined the role of gender as dummy and moderating variable. For empirical analysis, we surveyed real users of internet e-commerce site. As a result, all antecedents showed significant influence on WOM except regret tendency scale. Among the variables, the merchandise attractiveness has top standardized coefficient. Gender plays a role as moderating variable when only interacting with regret tendency scale. The results of this research can be useful guidelines for internet e-commerce providers.

• 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.9 no.2
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• pp.73-81
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• 2011

This study is designed to examine the effects of information source effects of the word mouth have on the formed expectations for the private institution and to explore the formed expectations' effects on the actual sales of the educational service. Moreover, its purpose is in analyzing what medication effects the pre-conceived expectation has on selecting the educational service. After testing hypothesis, the results showed that the source effects of the information from word of mouth had a significant effect on the expectation factors, in terms of expertise, similarity, likability and familiarity expectation factors. However, it was found that effect was not significant for the truthfulness. The significant result was found on the expectation factors before visiting the private institution on selecting educational service, indicating a positive effect. As for the influence of source of the word of mouth information on selecting educational service, the results from the mediation effects of the expectation factors on selecting the educational service showed that for expectation factors, expertise had the partial mediation effect, truthfulness, perfect mediating effect, similarity, partial mediation effect, likability, perfect mediating effect, and familiarity, perfect mediating effect. A test of the mediating role of attribute expectations in the influence of WOM message source attributes on educational services choices showed the following: 1) It was proven that attribute expectations played a partial mediating role in the influence of expertise and similarity, respectively, on educational services choices. 2) On the influence of trustworthiness, likability, and familiarity on educational services choices, respectively, attribute expectations had a full mediation effect. This research differs from the previous ones, which focused only on consumer satisfaction with educational services offered by private educational institutions in that it covers not only the influences of both WOM source attributes and key component factors of educational services on both educational services choices and satisfaction with such services but also the influence of WOM source attributes on attribute expectations prior to the first visit to a particular private educational institutions, and in turn the influence of such attribute expectations on educational services choices. Most particularly, the significance of this study lies in the fact that in an effort to more clearly explain the causal relationship between WOM source effects and educational services choices a test of the mediating role of attribute expectations was conducted. Although the research seems simple, some theoretical implications can be drawn as follows: WOM message source effects on educational services choices were positive and moreover these positive impacts are likely to be reinforced by means of the mediating variable of attribute expectations.

• Journal of Smart Tourism
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• v.3 no.4
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• pp.5-15
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• 2023

With the growing trend of online global market, customers have further technological capabilities in searching for information and online shopping on the Internet. In addition, electronic word-of-mouth (eWOM) is a significant factor that influences customer purchase intention. However, the perspective of online users on hotel websites is still in its infancy, especially in various cultural contexts. The current study examined a theoretical framework of hotel websites to understand how online users perceive the importance of hotel websites with regard to influencing purchase intention, within the content of Thai online users through an online questionnaire survey. Findings show that usability positively influences online Thai users' satisfaction. Moreover, eWOM has a significant positive influence on satisfaction, but eWOM has an indirect effect on the intention to purchase. Practical implications are further discussed.

• 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.

• Korea Journal of Hospital Management
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• v.16 no.1
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• pp.27-49
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• 2011

This study tried to examine the antecedents of antecedents of trust and customer response at the healthcare service. A total of 230 patient' data were used with a structural equation analysis. They were verified by covariance modeling, using SPSS 18.0 and AMOS 5.0program. Trust is significantly affected by the three factors. Doctors' professionalism and effort of relationship continuity have a positive impact on trust simultaneously. Also, brand reputation have a positive impact on trust simultaneously. But, Trust is not significantly affected by tangibles. And, Trust has a not positive impact on the word of mouth(WOM). Satisfaction has a positive impact on the repurchase and WOM. Repurchase has a positive impact on the WOM.

• The Journal of Economics, Marketing and Management
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• v.11 no.5
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• pp.29-44
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• 2023

Purpose: This study analyzed the effect of the perceived value of the OTT platform on consumers' technology acceptance, continuous use intention, and WOM using the Expanded TAM. Research design, data and methodology: A survey was conducted targeting OTT platform users in their 20s to 40s nationwide from August 10 to 16, 2022, and a total of 208 people were used in the final analysis. To verify the research model, frequency analysis, CFA, and SEM analysis were performed using SPSS and AMOS. Results: First, the perceived value of the OTT platform was found to have a positive effect on consumers' technology acceptance (perceived usefulness, perceived ease of use, and perceived enjoyment). Second, the perceived ease of use of OTT platform consumers was found to have a positive effect on perceived usefulness and perceived enjoyment. Third, it was found that the perceived usefulness and perceived enjoyment of OTT platform consumers had a positive effect on the continuous use intention, and WOM. Fourth, it was found that the continuous use intention the OTT platform had a positive effect on the WOM. Conclusions: Word of mouth and continuous use of existing customers are important for OTT platform companies to retain existing customers and secure new customers. Through the perceived value of the OTT platform, efforts should be made to provide various contents that consumers can enjoy along with usefulness and convenience of functions.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.2
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• pp.243-254
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• 2022

Customers' perceptions of information about a company's products or services have altered as a result of the development of ICT and social networks. This gives rise to a fact that buzz marketing, which is a marketing technique employed commonly in today's business and communication, has a significant impact on customers' electronic word of mouth intention (e-WOM). However, very few studies about this issue have been conducted so far, which reveal a gap in understanding buzz marketing from an academic perspective. Based on the results of a cross-sectional survey in Binh Duong city, this study investigates the efficiency and effect of buzz marketing on customers' e-WOM intention through mediating variables of message credibility. Data from 367 time-lagged individual samples were collected and analyzed by the structural equation modeling method (SEM). Results showed that creativity, clarity, and humor variables have a positive relationship with message credibility and then impact the intention to conduct e-WOM of social networks' users. Marketing campaigns employing the buzz technique should be launched with easy-to-understand and entertainable messages. Findings from this study also provide managers with a scientific understanding of buzz marketing and the effectiveness of this technique as well as reveal the potential for future studies to explore further in this area.

• Journal of Distribution Science
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• v.14 no.7
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• pp.21-31
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• 2016

Purpose - With globalization, medical tourism has developed as a new industry, which attracts practitioners and academics to have more interest in researches on customers' behavior. This research was to investigate empirically WOM effects on the intention of Chinese customers when they select an international medical tourism destination. Interestingly, WOM effects on their choice and decision process may vary by the extent of their severity of illness. Research design, data, and methodology - The data was collected from 1,747 potential Chinese residents in main districts of China. Moderated regression analysis was used to estimate WOM effects on Chinese customers' choice intention. Results - Results imply that WOM determinants of tie strength, credibility, and vividness do interact with medical tourism information and affect customers' intention for health care abroad. Results also reveal that the severity of illness plays a critical moderating role in customers' decision process. Conclusions - WOM and the severity of illness are important moderators for Chinese customers to make a decision for medical tourism. It provides some implications for service organizations for developing and implementing marketing strategies in international health care markets.