网络口碑营销中意见领袖的应用

随着社会化媒体的快速发展,借助网络口碑的营销价值从而有效实现互联网经济下的精准营销已成为企业的研究热点。意见领袖通过发布具有号召性的评论信息影响其他消费者的购买决策过程进而产生营销价值,使之成为影响口碑传播效果的关键因素。本文主要在借鉴网络口碑营销过程的前提下,探讨通过加强意见领袖管理以期提高网络口碑营销效果。     

网购家具顾客感知价值 对网络口碑传播的影响研究 ——以心流体验为中介变量

在顾客网上购买家具的背景下,实证探究了感知价值对网络口碑传播的影响,并验证了心流体验在感知价值和网络口碑传播之间起中介作用。结果表明:感知价值对网络口碑传播有显著的正向影响,其中店铺价值对网络口碑传播影响最强;心流体验对网络口碑传播有显著的正向影响;心流体验在感知价值与网络口碑传播间起中介作用,心流体验在店铺价值与网络口碑传播间的中介效果最强。因此,为提高顾客的网络口碑传播,线上家具企业应该完善退换货和售后服务制度,提高客服人员的专业化程度,增加个性化私人设计服务;利用直播卖货和VR技术打造3D样板间;打造家具品牌专属在线社群。     

网络关系规范对网络口碑传播的影响

当今网络口碑传播已经成为一种巨大的市场推动力。网络给人们提供了一个广阔的互动分享平台,其成员之间的信息交流、传播和沟通就成为网络口碑传播的主要途径。本研究在网络社区成员关系模型的基础上,分析网络社区中不同的角色类型之间网络关系规范的具体归属,探讨网络口碑传播者和接收者之间的关系规范对网络口碑传播效果的影响。结果表明:(1)四种网络成员关系规范中,网络市场价值规范中的口碑接收者服从意向最低;(2)与低专业水平网络口碑传播者相比,高专业水平者的口碑信息更容易让网络口碑接收者所接受。     

文化价值观与口碑传播、顾客忠诚相关关系研究

本文基于问卷调查,利用统计软件分析了文化价值观与口碑传播及顾客忠诚的相关关系.结果显示,个人文化价值观对口碑传播有较大影响,人们从口碑传播中获得了安全感、归属感等精神满足;社会文化价值现对顾客忠诚有较大影响,所属文化带有强集体主义倾向和高不确定性规避的顾客,顾客忠诚度较高.     

虚拟社区中的口碑传播管理

本文以虚拟社区为基础,对口碑传播理论进行了梳理,结合口碑传播理论,对虚拟社区中存在的口碑传播现象、特征进行了分析,认为虚拟社区传播具有匿名性特点,对社区关系进行了重构,互动性增强,个性化突出,并就此分正面口碑传播管理和负面口碑传播管理二方面,提出了虚拟社区中的口碑传播管理建议。     

外部诱因对消费者正面网络口碑传播意愿的影响研究

本文以餐饮行业为例对正面网络口碑的传播意愿进行研究,探讨消费者在面对物质诱因、回报诱因、社交诱因和表现诱因4种不同诱因类型和不同成员关系强度组合时的网络口碑传播意愿.基于研究结论,本文提出了应注重物质诱因的提供,增强回报诱因的价值,注重关系强度的提升,注重不同关系强度的诱因设计,区别对待参与水平不同的消费者五方面建议.     

社会网络对品牌口碑传播的影响机理

口碑传播是指“个体之间关于产品和服务正面和负面看法的非正式传播”。在现代信息社会,口碑传播正在成为影响现在或潜在顾客的品牌选择的主要信息来源之一,也是企业塑造品牌忠诚、形成品牌资产的重要工具。所以,基于社会网络理论的品牌口碑传播研究有较大的理论价值。     

基于大学生群体调查的电商品牌传播效果分析——以"三只松鼠"为例

论文运用描述性统计分析、因子分析和回归分析法,对实地调研收集的131份问卷进行实证分析,指出电商品牌三只松鼠在大学生群体中传播效果的影响因素。结果表明:(1)三只松鼠目前在大学生中还没有形成有效的口碑传播;(2)品牌口碑、品牌互动与传播效果显著正相关,品牌体验与传播效果呈一定的负相关关系。研究结论为三只松鼠提高在大学生群体中的品牌传播效果提供参考建议。     

社会网络对品牌口碑传播的影响机理

<正>口碑传播是指"个体之间关于产品和服务正面和负面看法的非正式传播"。在现代信息社会,口碑传播正在成为影响现在或潜在顾客的品牌选择的主要信息来源之一,也是企业塑造品牌忠诚、形成品牌资产的重要工具。所以,基于社会网络理论的品牌口碑传播研究有较大的理论价值。     

网络口碑对消费者购买行为的影响研究

消费者之间的口碑传播对消费行为有巨大的影响力,随着互联网的发展,网络口碑逐渐成为影响消费者购买行为的重要因素。本文以感知价值作为中间变量考察网络口碑对于消费者购买行为的影响,建立概念模型并进行实证研究。结论显示,网络口碑与感知价值存在显著的正向关系;感知价值与消费者购买意向存在显著的正向关系;购买意愿与消费行为也存在显著的正向关系。在此基础上展开讨论,针对网络口碑得出了一些有用的结论。     

Fair trade,ethical decision making and the narrative of gender difference

Fair trade (FT) is of growing interest to those carrying out research into ethical decision making. In this paper, we report findings from a recent survey of FT purchasing among 688 retail shoppers in the United Kingdom. We examined the relationship between individual differences, in terms of gender and age, and three outcome measures: purchasing, word of mouth (WOM) recommendation and social advocacy. Though age appeared to have no significant effects, we found evidence of gender difference in each outcome measure. Females in our sample were more likely to purchase FT goods, to recommend them by WOM, and to advocate FT purchasing to friends and family. We discuss the implications of these findings in terms of the literature on ethical decision making and gender difference.     

口碑推荐的效力影响因素实证研究——基于人际关系口碑推荐视角

企业产品或服务产生良好的口碑信息,根源于产品或服务本身内在品质和与其相应的辅助支持,并通过口碑推荐者的传播蔓延于复杂的社会人际网络中。实证结果表明,由于口碑信息受到传播主体不同状态的影响和关系渠道的约束,对口碑传播过程中的口碑信任度、感染度、忠实度等产生显著性影响,从而对口碑传播效力产生影响。     

Online word of mouth and consumer purchase intentions

Previous researchers have explained how offline word of mouth (WOM) influences consumer behaviour. Increasingly, however, consumers are turning to online WOM, especially online forums. In an online context, the research discussed in this article replicates the approaches taken to studying offline WOM. Grounded in social comparison theory, social network analysis and the theory of reasoned action, a mall intercept survey of consumers in Hong Kong showed that both similarity between a user’s interests and a forum’s topic and user attitudes towards the forum strongly predict purchase intentions as well as having an indirect effect through helping determine the forum’s persuasiveness. Theoretical implications are discussed as well as practical implications for marketers and recommendations for further research.     

Measuring word-of-mouth activity after a service encounter: are we measuring what customers communicate?

The current study differs from previous research that measured WOM activity, as an experimental between-subjects research design, was applied and the stimuli were videos of four service encounters to ensure external validity. The factors that were manipulated in the experiment were the level of service quality provided by the waitron and the waitron’s emotional display. The study found that WOM activity measurement by means of a typical recommendation item is not a true reflection of how a customer experienced a service encounter and more recommendations were done personally than by electronic means. Managerial implications, based on the findings, are made.     

The impact of age in the generation of satisfaction and WOM in mobile shopping

M-commerce in Spain is in its early stages and firms will be interested in knowing the factors that affect recommendation (word of mouth – WOM) of an m-purchase. In this research, we will study perceived entertainment and group influence (subjective norms) in purchase as determinants of satisfaction with m-shopping and WOM. There is some research studying WOM in an m-commerce context, but no study has considered the role of the age in the Spanish case. To that aim, we will make a distinction here between young adults (individuals under 25 years old) and adults (individuals over 25 years old) that already have an m-shopping experience, presenting factors that most influence WOM about m-shopping. With information obtained from 447 Spanish m-buyers, we have found that the perceived entertainment has higher importance for young adults and the subjective norms are crucial for adults. Satisfaction is a relevant determinant of WOM in both m-buyers groups. Results indicate interesting implications for the companies and the literature, as well.     

Effects of product-specific word-of-mouth communication on product category involvement

Drawing primarily from categorization theory, this paper presents justification for the effects of word-of-mouth (WOM) communication on product category involvement. Results of an empirical test of this relationship are presented showing an enduring effect of positive WOM communication on product category involvement; this effect was not found for negative WOM. These results suggest that positive WOM about one firm's brand may help competitors by increasing involvement, thus generating more sales (not necessarily of one's own brand) in an entire product category. Our findings, coupled with categorization theory, provide support for a series of propositions presented concerning the effects of changes in product category involvement on nondiscussed brand attitudes and purchase intentions.     

Investigating the consequences of word of mouth from a WOM sender’s perspective in the services context

Abstract

Employing scenario-based experiments, this paper examines the effect of word of mouth (WOM) on the sender’s intention to give future WOM about the focal service provider and the self-enhancement derived from articulating WOM. Extant WOM literature considers self-enhancement as a key driver of positive WOM. This paper provides empirical evidence that a reverse effect exists and that self-enhancement is also an outcome of WOM behaviour. Results indicate that the impact of WOM on self-enhancement has substantive significance and holds for both positive and negative WOM. The effect of WOM on intentions is only partially supported. Finally, tie strength between the WOM participants partially moderates the relationship between the variables. Importantly, the impact of negative WOM is stronger than that of positive WOM.     

The consumer as advocate: Self-relevance, culture, and word-of-mouth

This research examined the relation between self-relevance and word-of-mouth (WOM). The results of two studies suggest consumers are more likely to provide WOM for products that are relevant to self-concept than for more utilitarian products. There was also some indication that WOM was biased, in the sense that consumers exaggerated the benefits of self-relevant products compared to utilitarian products. Finally, self-relevance had a greater impact on WOM in individualist cultures than collectivist cultures, consistent with differences in the way self-concept is typically construed by these groups. Implications for marketing strategies concerning WOM are discussed. This paper is based on the first author’s doctoral dissertation     

The impact of affective and cognitive antecedents on negative word-of-mouth intentions

Negative word-of-mouth (WOM), defined as derogatory information disseminated from person to person and aimed at defaming a product, highlighting a product complaint, and/or highlighting unsatisfactory service experiences, influences consumer behavior and can harm a company’s image. The present study was conducted to ascertain the impact of affective antecedents (negative emotions) and cognitive antecedents (distrust) in the intent of negative WOM. A proposed theoretical model was employed to analyze the effect that perceived injustice had on negative WOM and how this effect was mediated by emotional and cognitive aspects. The research was a pre-experimental design – one treatment leading to one observation – with 252 students. Through an OLS regression and mediation analyses, we found an indirect link between perceived injustice and negative WOM intent, which was mediated by negative emotions and distrust. Contributing to the field of marketing studies, this paper fills an investigative gap regarding affective and cognitive antecedents as mediators of negative WOM. The results suggest that marketing managers should create mechanisms to allow consumers to express their negative emotions and rebuild their trust in order to avoid the spread of negative WOM.     

WOM and social media: Presaging future directions for research and practice

Word of mouth (WOM) has become the focus of growing interest among marketing practitioners and consumers. However, the promises of WOM marketing are often oversold, and various assertions about the nature of WOM, its dynamics, antecedents, and consequences at times have been misstated in mass-mediated articles and books on the topic. In this introductory paper for the special issue on WOM and social media, we survey the current state of WOM knowledge and the role of WOM in contemporary marketing, reconsider common beliefs about the WOM process in an effort to separate WOM facts from fallacies, and presage some future directions and best practices in light of evolving online channels of WOM generation and transmission.