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 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 MarketingResearch,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.
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 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 fromhttps://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. InE-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 fromhttp://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 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. InProceedings 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. 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 Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management.Tourism management,29(3), 458-468. Long, H. (2014). An empirical review of research methodologies and methods in creativity studies (2003–2012).Creativity Research Journal,26(4), 427-438. Marlow, C. (2004, May). Audience, structure and authority in the weblog community. InInternational Communication Association Conference(Vol. 27). Matt Wright, (2018) .How pilot testing can dramatically improve your user research, https://www.widerfunnel.com/pilot-testing-user-research Maxham III, J. G., & Netemeyer, R. G. (2002). Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent.Journal of retailing,78(4), 239-252. Mayzlin, D. (2006). Promotional chat on the Internet.Marketing Science,25(2), 155-163. 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 satisfaction: An expectation and disconfirmation approach.Information systems research,13(3), 296-315. Morgan, G. (2010). The Case for Qualitative Research. Academy of Management Journal,5(4), pp.491–500
8REFERENCE DOCUMENT Mugenda, A. (2003). Research methods Quantitative and qualitative approaches by Mugenda.Nairobi, Kenya. Nielsen.com. (2018).Global trust and advertising in brand messages. [online] Available at: http://www.nielsen.com/content/dam/corporate/us/en/reports-downloads/2012-Reports/ global-trust-in-advertising-2012 [Accessed 19 Sep. 2018]. Olshavsky, R. W., & Granbois, D. H. (1979). Consumer decision making—fact or fiction?.Journal of consumer research,6(2), 93-100. Papathanassis, A., & Knolle, F. (2011). Exploring the adoption and processing of online holiday reviews: A grounded theory approach.Tourism Management,32(2), 215-224. doi:10.1016/j.tourman.2009.12.005 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. Park, D. H., Lee, J., & Han, I. (2007). The effect of on-line consumer reviews on consumer 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 Pilot Survey - Create a prestudy to avoid overlooking errors. (2018). Retrieved from https://explorable.com/pilot-survey Press Accuracy Rating Hits Two Decade Low. (2018). Retrieved from http://people-press.org/report/543/#prc-jump
9REFERENCE DOCUMENT Problem Recognition - Marketing Communications - ZABANGA Marketing. (2018). Retrieved fromhttps://www.zabanga.us/marketing-communications/problem-recognition.html Rekha Kumari, Concept of hypothesis-its sources and significance in research development :An overview, ,vol.2,issue 3 , july – September 2017,international journal of legal research and studies Ricci, F., & Wietsma, R. T. (2006). Product reviews in travel decision making.Information and communication technologies in tourism 2006, 296-307. Sekaran, U. (2008). Research methods for business. 4th ed. New York: Wiley Sekaran, U., & Bougie, R. (2016).Research methods for business: A skill building approach. John Wiley & Sons. Sen, S., & Lerman, D. (2007). Why are you telling me this? An examination into negative consumer reviews on the web.Journal of interactive marketing,21(4), 76-94. Senecal, S., & Nantel, J. (2004). The influence of online product recommendations on consumers’ online choices.Journal of retailing,80(2), 159-169. Spiralling losses show Lazada desperately needed Alibaba investment. (2018). Retrieved from https://techcrunch.com/2016/04/14/spiralling-losses-show-lazada-desperately-needed- alibaba-investment Swinyard, W. R., & Smith, S. M. (2003). Why people (don't) shop online: A lifestyle study of the internet consumer.Psychology & marketing,20(7), 567-597.
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10REFERENCE DOCUMENT Teng, S., Khong, K. W., Chong, A. Y. L., & Lin, B. (2017). Examining the impacts of electronic word-of-mouth message on consumers’ attitude.Journal of Computer Information Systems,57(3), 238-251. The Process of Decision - Making of Consumers. (2018). Retrieved from https://www.entrepreneurshipsecret.com/the-consumer-decision-making-process Trochim, W. M. K. (2006). Introduction to Validity. Social Research Methods.www. socialresearchmethods. net/kb/introval. php,[Accessed],18, 2015. Verschuren, P., Doorewaard, H., & Mellion, M. J. (2010).Designing a research project(Vol. 2). The Hague: Eleven International publishing house. Xie, H. J., Miao, L., Kuo, P. J., & Lee, B. Y. (2011). Consumers’ responses to ambivalent online hotel reviews: The role of perceived source credibility and pre-decisional disposition.International Journal of Hospitality Management,30(1), 178-183. doi:10.1016/j.ijhm.2010.04.008[Crossref], [Web of Science ®], [Google Scholar] Zavareh, F. B., Ariff, M. S. M., Jusoh, A., Zakuan, N., Bahari, A. Z., & Ashourian, M. (2012). E- service quality dimensions and their effects on e-customer satisfaction in internet banking services.Procedia-social and behavioral sciences,40, 441-445. Zeithaml, V. A. & Bitner, M. J. (2006). Services marketing. New York:McGrawHill. Zhang, J. Q., Craciun, G., & Shin, D. (2010). When does electronic word-of-mouth matter? A study of consumer product reviews.Journal of Business Research,63(12), 1336-1341.