Examining the impacts of electronic word-of-mouth message on consumers' attitude

Shasha Teng, Kok Wei Khong, Alain Yee Loong Chong, Binshan Lin

Research output: Journal PublicationArticlepeer-review

33 Citations (Scopus)

Abstract

Electronic word-of-mouth (eWOM) has become one of the most influential communication tools. Few studies have identified what makes certain online reviews more influential than others. The objective of this study is to develop a better understanding of the impact of online reviews on consumer attitude and behavioral intention through a conceptual framework built from a series of theories and models. Combined experiment and survey methods contribute to the literature. Research findings revealed that online review antecedents of eWOM like review quality, valence, credibility, and quantity exerted impact on consumers' attitude toward products. Personal involvement was a predominant predictor of consumers' attitude. This study identified emotional strength's mediating role in enhancing online review credibility and inducing a favorable attitude toward products.

Original languageEnglish
Pages (from-to)238-251
Number of pages14
JournalJournal of Computer Information Systems
Volume57
Issue number3
DOIs
Publication statusPublished - 2017
Externally publishedYes

Keywords

  • Personal involvement
  • Review credibility
  • Review quality
  • Review quantity
  • Review valence

ASJC Scopus subject areas

  • Information Systems
  • Education
  • Computer Networks and Communications

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