网络口碑信息对消费者购买决策的影响：一个实验研究

本文通过实验法考察了网络口碑信息对消费者购买决策的影响，就网络口碑的影响力在口碑信息类型、传播方向和产品涉入度不同的情况下会表现出哪些差异等问题作了分析。实验结果支持了所提出的6项假设，网络口碑信息对于消费者购买决策的影响力可能会随着口碑传播方向、信息类型以及产品卷入度的不同而呈现出显著差异的预测得到了证实；信息类型、传播方向和产品卷入度之间所存在的交互效应也会明显地作用到网络口碑对消费者购买决策的影响效果。     

Evaluating domestic bias on airline passengers’ ratings: The moderating effect of cultural value orientation

We explore differences in airline passengers’ online ratings toward domestic and foreign carriers. Using a dataset of more than 380,000 airline passenger reviews obtained from TripAdvisor, we show that on average passengers express higher satisfaction (as proxied by their overall rating) for airline service encounters with domestic carriers, exhibiting a form of domestic bias. Using Hofstede’s framework, we examine how cultural dimensions influence the strength of this bias and find support for the moderating impact (positive and negative) of passengers’ cultural dimensions on their provided ratings toward domestic airlines. The study has theoretical and practical implications for international marketing researchers and airline operational planners.     

Value relevance of blog visibility

This study empirically examines the effect of a non-traditional information source, namely a firm's blog visibility on the capital market valuation of firms. After controlling for earnings, book value of equity and other value relevant variables, such as traditional media exposure, R&D spending, and advertising expense, we find a positive association between a firm's blog visibility and its capital market valuation. In addition, we find blog visibility Grange causes trading, not vice versa. Our findings indicate that non-traditional information sources such as blogs help disseminate information and influence consumers' investment decisions by capturing their attention.     

供销社企业农村市场口碑传播的路径及营销启示

口碑具有传播成本低、传播速度快、可信度高等优点,对于长期服务于“三农”的供销社企业来说,口碑是其从事农村市场营销的一种重要的策略选择,企业势必首先洞悉口碑传播的路径。从农村市场口碑传播的环境及特点来看,口碑主要通过意见领袖和主要相关群体等路径加以传播,因而,供销社企业可以通过识别和强化意见领袖的作用、加强质量和服务管理促进正向口碑信息形成等拓展和维持农村市场。     

满意情景下的消费者后悔对口传的影响研究

后悔是消费者在消费体验之后将购买品牌同放弃的品牌进行比较所得到的负面情感反应,它对于消费者的再购意愿有着重要的影响。本文在验证了消费者可以同时体验满意和后悔这一结论的基础上,进一步研究并证实了后悔不仅会增加对购买品牌的负面口传,而且会增加对放弃品牌的正面口传。在此过程中,消费者同购买品牌的关系质量起到了显著的调节作用。     

好口碑就有好印象吗?社交媒体中奢侈品牌口碑社会属性的负面效应

社交媒体中奢侈品牌口碑的社会属性较为凸显,口碑发布者的先赋地位会影响消费者对奢侈品牌的态度。先赋地位是指个体依赖于性别、原生家庭等先天资源所获得的社会地位。本研究从社会比较的视角,探究口碑发布者先赋地位逆转口碑效价法则的机理和边界,揭示出好口碑却带来坏印象的负面效应。研究结果表明,当口碑发布者具有先赋社会地位时,其正面口碑反而引发口碑接收者的恶意妒忌情绪,使接收者产生负面品牌态度。而且,当口碑接收者有较低社会流动性感知,或口碑内容具有较高品牌显著性时,口碑发布者先赋地位的负面效应更为凸显。本研究改变了社交媒体情境强化口碑效价法则的片面认知,在实践中有助于更深层次地理解社会阶层分化感知对消费者态度的影响,并为奢侈品牌的社交媒体营销提供管理建议。     

Is Positive Always Positive? The Effects of Precrisis Media Coverage on Rumor Refutation Effectiveness in Social Media

While providing an unparalleled platform to enable consumers to share information easily with others, social media also threatens organizational control of information and increases risk when organizations become the focus of harmful rumors. Denials, or statements refuting rumors, are able to reduce consumers’ belief in and intention to share rumors. However, the evidence of their effectiveness is not uniformly supportive. Although scholars have highlighted the importance of identifying the moderators for rumor refutation effectiveness, media, as one of the essential infomediaries to shape consumers’ perceptions about firms, was largely overlooked in literatures. This study, therefore, explores the extent to which effective rumor refutation is a function of precrisis media coverage. Drawing on the literature in expectancy violation and media influences on social perceptions, we assessed the influence of precrisis media coverage on rumor refutation effectiveness in a scenario-based experiment. The findings suggest that the tenor of media coverage moderates the relationship between the quality of refutation arguments and refutation effectiveness. When the media coverage is positive, high-quality refutation arguments will not result in significant lower levels of belief in, and intentions to share, the rumor than low-quality arguments. This study contributes a clearer understanding of rumor refutation effectiveness, as well as furnishing important insights regarding the value of media coverage and reputation.     

The formation of habit and word-of-mouth intention of over-the-top platforms

The current study examines how video content on over-the-top (OTT) platforms and the enjoyment from watching them form habits and word-of-mouth (WOM) intentions. We propose a research model that integrates elements from the Self-Determination Theory (SDT) and the concept of “habit loop” from the Interest-Driven Creator (IDC) theory. The model was analyzed using PLS-SEM on 302 responses from OTT users. The study elucidates how video content availability helps in habit formation indirectly through perceived enjoyment. The results also demonstrated that the WOM of OTT platforms is explained by perceived enjoyment, affective commitment, and the habit of using the OTT platforms. The study highlights that habit is a significant predictor of affective commitment and WOM intention of hedonic apps. This is the first study to illustrate how video content availability affects users’ enjoyment, habitual use, and WOM intentions. Habit as a significant predictor of affective commitment and WOM intention of hedonic apps, like OTT platforms, is unprecedented.     

Assessing customer passion,commitment, and word-of-mouth intentions in digital assistant usage: The moderating role of technology anxiety

Consumers develop a passion for the use of innovations, which is a critical determinant of their success. Research has largely examined drivers of initial acceptance of digital assistants (DAs) and has yet to fully understand the factors driving or deterring consumers’ passion towards DAs and the behavioural outcomes. Drawing on the stimulus-organism-response framework, this study examines a unique set of factors (usefulness, ease of use, privacy concern, and localisation) that act as stimuli to drive an organismic state of passion for DAs, and how this produces behavioural responses of word-of-mouth (WOM) intention and commitment to DA use. The study also examines how technology anxiety moderates passion’s impact on WOM intentions and commitment. The findings show that usefulness, ease of use, privacy concern, and localisation are significant explanatory variables of consumers’ passion towards DAs. Furthermore, passion towards DAs results in WOM intentions and commitment to its use. The findings further show that passion’s effect on DAs in explaining WOM intentions and commitment is weakened by technology anxiety. Lastly, passion is the mediating mechanism through which usefulness, ease of use, privacy concern, and localisation impact WOM intentions and commitment. The implications of these findings for theory and practice are highlighted.