Reference Document for Online Consumer Reviews and Word-of-Mouth Communication
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This reference document provides a comprehensive list of research articles on online consumer reviews and word-of-mouth communication. It includes studies on the impact of reviews on sales, the credibility of electronic word-of-mouth, and the motives and consequences of reading and writing reviews.
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1REFERENCE DOCUMENT
Ahluwalia, R. (2012).How prevalent is the negativity effect in consumer environment. Journal
of Consumer Research, 29, 270-279.
Alba, J., Lynch, J., Weitz, B., Janiszewski, C., Lutz, R., Sawyer, A., & Wood, S. (2007).
Interactive home shopping: consumer, retailer, and manufacturer incentives to participate
in electronic marketplaces, Journal of Marketing, 61, 38-53.
Albers, M. J. (2017). Quantitative Data Analysis—In the Graduate Curriculum. Journal of
Technical Writing and Communication, 47(2), 215-233. Retrieved from
https://eric.ed.gov/?id=EJ1139306.
Almost 50% increase in people shopping with their phone. (2018). Retrieved from
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their-phone-467689.html
Arndt, J. (2007). The role of product-related conversations in the diffusion of a new product.
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Blodgett, J. G., Granbois, D. H., & Walters, R. G. (2013). The effects of perceived justice on
complainants' negative word-of-mouth behavior and repatronage intentions. Journal of
Retailing, 69(4), 399-428. Doi: 10.1016/0022-4359(93)90015-B
Ahluwalia, R. (2012).How prevalent is the negativity effect in consumer environment. Journal
of Consumer Research, 29, 270-279.
Alba, J., Lynch, J., Weitz, B., Janiszewski, C., Lutz, R., Sawyer, A., & Wood, S. (2007).
Interactive home shopping: consumer, retailer, and manufacturer incentives to participate
in electronic marketplaces, Journal of Marketing, 61, 38-53.
Albers, M. J. (2017). Quantitative Data Analysis—In the Graduate Curriculum. Journal of
Technical Writing and Communication, 47(2), 215-233. Retrieved from
https://eric.ed.gov/?id=EJ1139306.
Almost 50% increase in people shopping with their phone. (2018). Retrieved from
https://www.irishexaminer.com/ireland/almost-50-increase-in-people-shopping-with-
their-phone-467689.html
Arndt, J. (2007). The role of product-related conversations in the diffusion of a new product.
Journal of Marketing Research, 4, 291–295. Doi: 10.2307/3149462.
Arsal, I., Woosnam, K. M., Baldwin, E. D., & Backman, S. J. (2010). Residents as travel
destination information providers: An online community perspective. Journal of Travel
Research, 49(4), 400-413. Doi: 10.1177/0047287509346856 [Crossref], [Web of Science
®], [Google Scholar]
Bickart, B., & Schindler, R.M. (2010). Internet forums as influential sources of consumer
Blodgett, J. G., Granbois, D. H., & Walters, R. G. (2013). The effects of perceived justice on
complainants' negative word-of-mouth behavior and repatronage intentions. Journal of
Retailing, 69(4), 399-428. Doi: 10.1016/0022-4359(93)90015-B
2REFERENCE DOCUMENT
Burzynski M. H., & Bayer, D. J. (2007). The effect of positive and negative prior information on
motion picture appreciation. Journal of Social Psychology, 101, 215-218
Can good reviews be bad for business? | Reevoo. (2018). Retrieved from
https://blog.reevoo.com/good-reviews-bad-business
Casaló, L. V., Flavián, C., Guinalíu, M., & Ekinci, Y. (2015). Avoiding the dark side of positive
online consumer reviews: Enhancing reviews' usefulness for high risk-averse
travelers. Journal of Business Research, 68(9), 1829-1835.
Chaiken, S. (2008). Heuristic versus systematic information processing and the use of source
versus message cues in persuasion, Journal of Personality and Social Psychology, 39(5),
752–766
Chatterjee, P. (2011) Online Reviews – Do consumers use them? ACR 2001 Proceedings, eds.
M. C. Gilly and J. Myers-Levy, Provo, UT: Association for Consumer Research, 129-134
Chen, C. H., Nguyen, B., Klaus, P. P., & Wu, M. S. (2015). Exploring electronic word-of-mouth
(eWOM) in the consumer purchase decision-making process: the case of online holidays–
evidence from United Kingdom (UK) consumers. Journal of Travel & Tourism
Marketing, 32(8), 953-970. Doi: 10.1080/10548408.2014.956165
Chen, Y., & Xie, J. (2008). Online consumer review: Word-of-mouth as a new element of
marketing communication mix. Management science, 54(3), 477-491.
Cheung, C. M., & Thadani, D. R. (2012). The impact of electronic word-of-mouth
communication: A literature analysis and integrative model. Decision support
systems, 54(1), 461-470.
Burzynski M. H., & Bayer, D. J. (2007). The effect of positive and negative prior information on
motion picture appreciation. Journal of Social Psychology, 101, 215-218
Can good reviews be bad for business? | Reevoo. (2018). Retrieved from
https://blog.reevoo.com/good-reviews-bad-business
Casaló, L. V., Flavián, C., Guinalíu, M., & Ekinci, Y. (2015). Avoiding the dark side of positive
online consumer reviews: Enhancing reviews' usefulness for high risk-averse
travelers. Journal of Business Research, 68(9), 1829-1835.
Chaiken, S. (2008). Heuristic versus systematic information processing and the use of source
versus message cues in persuasion, Journal of Personality and Social Psychology, 39(5),
752–766
Chatterjee, P. (2011) Online Reviews – Do consumers use them? ACR 2001 Proceedings, eds.
M. C. Gilly and J. Myers-Levy, Provo, UT: Association for Consumer Research, 129-134
Chen, C. H., Nguyen, B., Klaus, P. P., & Wu, M. S. (2015). Exploring electronic word-of-mouth
(eWOM) in the consumer purchase decision-making process: the case of online holidays–
evidence from United Kingdom (UK) consumers. Journal of Travel & Tourism
Marketing, 32(8), 953-970. Doi: 10.1080/10548408.2014.956165
Chen, Y., & Xie, J. (2008). Online consumer review: Word-of-mouth as a new element of
marketing communication mix. Management science, 54(3), 477-491.
Cheung, C. M., & Thadani, D. R. (2012). The impact of electronic word-of-mouth
communication: A literature analysis and integrative model. Decision support
systems, 54(1), 461-470.
3REFERENCE DOCUMENT
Cheung, C. M., Lee, M. K., & Rabjohn, N. (2008). The impact of electronic word-of-mouth: The
adoption of online opinions in online customer communities. Internet research, 18(3),
229-247.
Cheung, M. Y., Luo, C., Sia, C. L., & Chen, H. (2009). Credibility of electronic word-of-mouth:
Informational and normative determinants of on-line consumer
recommendations. International journal of electronic commerce, 13(4), 9-38.
Chevalier, J. A., & Mayzlin, D. (2006). The effect of word of mouth on sales: Online book
reviews. Journal of marketing research, 43(3), 345-354.
Chi-Square Test of Independence - Statistics Solutions. (2018). Retrieved from
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profile/data-analysis-plan-templates/data-analysis-plan-chi-square-test-of-independence/
Christodoulides, G., Michaelidou, N., & Argyriou, E. (2012). Cross-national differences in e-
WOM influence. European Journal of Marketing, 46(11/12), 1689-1707.
Christozov, D., Chukova, S., & Mateev, P. (2009). Informing processes, risks, evaluation of the
risk of misinforming. Foundations of informing science, 323-356.
Crunchbase,Lazada management team informaton. (2018). Retrieved from
https://www.crunchbase.com/search/people
Datt, S. (2018). Defining research strategy in a research paper on business studies. Retrieved
from https://www.projectguru.in/publications/research-strategy-business-studies
Davis, A., & Khazanchi, D. (2008). An empirical study of online word of mouth as a predictor
for multi‐product category e‐commerce sales. Electronic markets, 18(2), 130-141.
Cheung, C. M., Lee, M. K., & Rabjohn, N. (2008). The impact of electronic word-of-mouth: The
adoption of online opinions in online customer communities. Internet research, 18(3),
229-247.
Cheung, M. Y., Luo, C., Sia, C. L., & Chen, H. (2009). Credibility of electronic word-of-mouth:
Informational and normative determinants of on-line consumer
recommendations. International journal of electronic commerce, 13(4), 9-38.
Chevalier, J. A., & Mayzlin, D. (2006). The effect of word of mouth on sales: Online book
reviews. Journal of marketing research, 43(3), 345-354.
Chi-Square Test of Independence - Statistics Solutions. (2018). Retrieved from
http://www.statisticssolutions.com/academic-solutions/member-resources/member-
profile/data-analysis-plan-templates/data-analysis-plan-chi-square-test-of-independence/
Christodoulides, G., Michaelidou, N., & Argyriou, E. (2012). Cross-national differences in e-
WOM influence. European Journal of Marketing, 46(11/12), 1689-1707.
Christozov, D., Chukova, S., & Mateev, P. (2009). Informing processes, risks, evaluation of the
risk of misinforming. Foundations of informing science, 323-356.
Crunchbase,Lazada management team informaton. (2018). Retrieved from
https://www.crunchbase.com/search/people
Datt, S. (2018). Defining research strategy in a research paper on business studies. Retrieved
from https://www.projectguru.in/publications/research-strategy-business-studies
Davis, A., & Khazanchi, D. (2008). An empirical study of online word of mouth as a predictor
for multi‐product category e‐commerce sales. Electronic markets, 18(2), 130-141.
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4REFERENCE DOCUMENT
Dellarocas, C., Zhang, X., & Awad, N. F. (2007). Exploring the value of online product reviews
in forecasting sales: The case of motion pictures. Journal of Interactive marketing, 21(4),
23-45.
DiMauro, V., & Bulmer, D. (2014). The-Social-Consumer-Study. The Society for New
Communications Research. Research.From: http://www.slideshare.net/dbulmer/the-
socialconsumer-study-091414-2.
Drost, E.A., 2011. Validity and Reliability in Social Science Research. Education Research and
Perspectives, 38(1), pp.115–123
Eagly, A.H., & Chaiken, S. (2013) The Psychology of Attitudes, Ft. Harcourt, Brace, Jovanovich
Fei, Z. (2011, May). A study on relationship between online trust and E-WOM communication
in B2C environment. In E-Business and E-Government (ICEE), 2011 International
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Form, R. (2018). Recommendations From Friends Remain Most Credible Form of Advertising
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remain-most-credible-form-of-advertising.html
Godes, D., & Mayzlin, D. (2004). Using online conversations to study word-of-mouth
communication. Marketing science, 23(4), 545-560.
Gretzel, U., Yoo, K. H., & Purifoy, M. (2007). Online travel review study: Role and impact of
online travel reviews. Austin, TX: Laboratory for Intelligent Systems in Tourism, Texas
A&M University
Dellarocas, C., Zhang, X., & Awad, N. F. (2007). Exploring the value of online product reviews
in forecasting sales: The case of motion pictures. Journal of Interactive marketing, 21(4),
23-45.
DiMauro, V., & Bulmer, D. (2014). The-Social-Consumer-Study. The Society for New
Communications Research. Research.From: http://www.slideshare.net/dbulmer/the-
socialconsumer-study-091414-2.
Drost, E.A., 2011. Validity and Reliability in Social Science Research. Education Research and
Perspectives, 38(1), pp.115–123
Eagly, A.H., & Chaiken, S. (2013) The Psychology of Attitudes, Ft. Harcourt, Brace, Jovanovich
Fei, Z. (2011, May). A study on relationship between online trust and E-WOM communication
in B2C environment. In E-Business and E-Government (ICEE), 2011 International
Conference on (pp. 1-4). IEEE.
Form, R. (2018). Recommendations From Friends Remain Most Credible Form of Advertising
Among Consumers; Branded Websites Are the Second-Highest-Rated Form. Retrieved
from http://www.nielsen.com/ug/en/press-room/2015/recommendations-from-friends-
remain-most-credible-form-of-advertising.html
Godes, D., & Mayzlin, D. (2004). Using online conversations to study word-of-mouth
communication. Marketing science, 23(4), 545-560.
Gretzel, U., Yoo, K. H., & Purifoy, M. (2007). Online travel review study: Role and impact of
online travel reviews. Austin, TX: Laboratory for Intelligent Systems in Tourism, Texas
A&M University
5REFERENCE DOCUMENT
Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2014). Electronic word-of-
mouth via consumer-opinion platforms: what motivates consumers to articulate
themselves on the internet?. Journal of interactive marketing, 18(1), 38-52.
Hennig-Thurau, T., Walsh, G., & Walsh, G. (2013). Electronic word-of-mouth: Motives for and
consequences of reading customer articulations on the Internet. International journal of
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Hu, N., Liu, L., & Zhang, J. J. (2008). Do online reviews affect product sales? The role of
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Hu, N., Pavlou, P. A., & Zhang, J. (2006, June). Can online reviews reveal a product's true
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Hung, K. H., & Li, S. Y. (2007). The influence of eWOM on virtual consumer communities:
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Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2014). Electronic word-of-
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themselves on the internet?. Journal of interactive marketing, 18(1), 38-52.
Hennig-Thurau, T., Walsh, G., & Walsh, G. (2013). Electronic word-of-mouth: Motives for and
consequences of reading customer articulations on the Internet. International journal of
electronic commerce, 8(2), 51-74.
Horrigan, J. (2001). Online communities: Networks that nurture long-distance relationships and
local ties. Pew Internet & American Life Project.
Hovland, C.L. (2008). Social communication, Proceedings of the American Philosophical
Society, 92(5), 371–375
Hu, N., Liu, L., & Zhang, J. J. (2008). Do online reviews affect product sales? The role of
reviewer characteristics and temporal effects. Information Technology and
management, 9(3), 201-214.
Hu, N., Pavlou, P. A., & Zhang, J. (2006, June). Can online reviews reveal a product's true
quality?: empirical findings and analytical modeling of Online word-of-mouth
communication. In Proceedings of the 7th ACM conference on Electronic commerce (pp.
324-330). ACM.
Hung, K. H., & Li, S. Y. (2007). The influence of eWOM on virtual consumer communities:
Social capital, consumer learning, and behavioral outcomes. Journal of advertising
research, 47(4), 485-495.
information, Journal of interactive marketing, 15(3), pp. 31-40.
6REFERENCE DOCUMENT
Jeong, H. J., & Koo, D. M. (2015). Combined effects of valence and attributes of e-WOM on
consumer judgment for message and product: The moderating effect of brand community
type. Internet Research, 25(1), 2-29.
Karakaya, F., & Ganim Barnes, N. (2010). Impact of online reviews of customer care experience
on brand or company selection. Journal of Consumer Marketing, 27(5), 447-457.
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Lars Perner, (2018) Ph.D. Assistant Professor of Clinical Marketing Department of Marketing
Marshall School of Business University of Southern California
Lee, J., Park, D. H., & Han, I. (2008). The effect of negative online consumer reviews on product
attitude: An information processing view. Electronic commerce research and
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Lin, C. A., & Xu, X. (2017). Effectiveness of online consumer reviews: The influence of
valence, reviewer ethnicity, social distance and source trustworthiness. Internet
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Jeong, H. J., & Koo, D. M. (2015). Combined effects of valence and attributes of e-WOM on
consumer judgment for message and product: The moderating effect of brand community
type. Internet Research, 25(1), 2-29.
Karakaya, F., & Ganim Barnes, N. (2010). Impact of online reviews of customer care experience
on brand or company selection. Journal of Consumer Marketing, 27(5), 447-457.
Kietzmann, J. H., Hermkens, K., McCarthy, I. P., & Silvestre, B. S. (2011). Social media? Get
serious! Understanding the functional building blocks of social media. Business
horizons, 54(3), 241-251.
Kothari, C.R. (2012). Research Methodology: An introduction. In Research Methodology:
Methods and Techniques. p. 418
Krejcie, R. V., & Morgan, D. W. (1970). Determining sample size for research
activities. Educational and psychological measurement, 30(3), 607-610.
Lars Perner, (2018) Ph.D. Assistant Professor of Clinical Marketing Department of Marketing
Marshall School of Business University of Southern California
Lee, J., Park, D. H., & Han, I. (2008). The effect of negative online consumer reviews on product
attitude: An information processing view. Electronic commerce research and
applications, 7(3), 341-352.
Lin, C. A., & Xu, X. (2017). Effectiveness of online consumer reviews: The influence of
valence, reviewer ethnicity, social distance and source trustworthiness. Internet
research, 27(2), 362-380. Doi: 10.1108/IntR-01-2016-0017
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7REFERENCE DOCUMENT
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McKinney, V., Yoon, K., & Zahedi, F. M. (2002). The measurement of web-customer
satisfaction: An expectation and disconfirmation approach. Information systems
research, 13(3), 296-315.
McKinney, V., Yoon, K., & Zahedi, F. M. (2002). The measurement of web-customer
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reviews: A grounded theory approach. Tourism Management, 32(2), 215-224.
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Park, C., & Lee, T. M. (2009). Information direction, website reputation and eWOM effect: A
moderating role of product type. Journal of Business research, 62(1), 61-67.
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purchasing intention: The moderating role of involvement. International journal of
electronic commerce, 11(4), 125-148.
Piaw, C. Y. (2008). Method and Statistical Research (Basic Statistic Research: Data Analysis
Nominal and Ordinal Scale. Kuala Lumpur: Mc Graw Hill (Malaysia) Sdn. Bhd
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Press Accuracy Rating Hits Two Decade Low. (2018). Retrieved from
http://people-press.org/report/543/#prc-jump
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service quality dimensions and their effects on e-customer satisfaction in internet banking
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Zeithaml, V. A. & Bitner, M. J. (2006). Services marketing. New York: McGrawHill.
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11REFERENCE DOCUMENT
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