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The Effectiveness of Electronic Word of Mouth On Consumers' Perceptions of Adopting Products/Services - A Literature Review
The Effectiveness of Electronic Word of Mouth On Consumers' Perceptions of Adopting Products/Services - A Literature Review
The Effectiveness of Electronic Word of Mouth On Consumers' Perceptions of Adopting Products/Services - A Literature Review
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Keywords: Electronic Word of Mouth, eWOM, Self-service Technology, SST, Review, Grounded Theory, Perception,
Adoption Process, Social Communication Framework.
Abstract: The objective of this paper is to identify factors that influence the effectiveness of electronic word of mouth
(eWOM) message on the consumers’ perception of adopting products/services offered through self-service
technology and brick-and-mortar channels. We draw on “social communication framework” and “Grounded
Theory Literature Review Method” to systematically review the factors investigated in the extant eWOM
literature to synthesize the effectiveness of eWOM message on consumers' perception of adopting
products/services. This enabled us to identify several gaps in the body of knowledge in the eWOM literature
that provide direction for future research to ameliorate the gaps.
offered through both SSTs and brick-and-mortar through self-service technologies (SSTs) and/or
channels. We conclude by discussing the brick-and-mortar companies (Van Hoye and
implications of our findings for further theoretical Lievens, 2007).
and empirical investigations. We draw on social communication framework
(Hovland, 1948) as the theoretical underpinning to
guide our literature analysis. Social communication
is defined as “the process by which an individual
(the communicator) transmits stimuli to modify the
behavior of other individuals (receivers)” (Hovland,
1948, p. 371). The eWOM, as a form of online social
communication media, comprises five major
dimensions that are depicted in Figure 1: (1) the
eWOM communicator (source) who transmits the
eWOM, (2) the eWOM as a form of social
communication content (stimulus) transmitted by the
source, (3) the consumer who receives and responds
to the eWOM (receiver), (4) the responses made to
the eWOM by the receiver, and (5) the focal
products/services in the eWOM. We systematically
analyze eWOM literature to identify the factors
representing each of the five dimensions of eWOM,
presented next.
Figure 1: Our Conceptual Framework.
3 METHODOLOGY
2 THEORETICAL FOUNDATION
We adopted the “Grounded Theory Literature
eWOM is considered as a prominent form of social Review Method” (Wolfswinkel et al., 2013), to
influence that affects the consumers’ perceptions of review the extant eWOM literature. This method
products/services adoption process (Bock et al., enabled us to perform a thorough and theoretically
2012). Social influence is the extent to which relevant analysis of the eWOM literature. The
members of a social network influence one another's “Grounded Theory Literature Review Method” is
perceptions. This influence is exerted through implemented in five steps, depicted in Figure 2. Step
messages (signals) that help to form perception of 1 (called “Define”) consists of: defining the
the value of a product/service, at each stage of the inclusion/exclusion criteria, determining the
adoption process (Montazemi and Qahri Saremi, pertinent databases of the published studies for
2013). eWOM, as a form of social influence, is search, and determining the appropriate search
consumer-generated product/service evaluations terms. In step 2 (called “Search”), the actual search
posted on the company or a third party websites for the published studies is performed using the
(Mudambi and Schuff, 2010). The rise of online keywords and the pertinent databases determined in
media channels during the last two decades has the step 1. In step 3 (called “Select”), we refine the
offered fertile ground for eWOM to become an retrieved studies from step 2 using the
important means of influencing consumers’ inclusion/exclusion criteria that were determined in
perception of pertinent product/services offered
Figure 2: Grounded Theory Literature Review Method (Adapted from Wolfswinkel et al., 2013).
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step 1. Next, in step 4 (called “Analyze”), we these two criteria to 181 papers resulted in 47
synthesize the refined sample of pertinent studies eWOM studies that we used in our analysis and can
using Grounded Theory techniques. In step 5 (called be obtained from:
"Present"), we present the findings and insights http://profs.degroote.mcmaster.ca/ads/montazem/pap
gleaned from the synthesis of the pertinent studies in ers/WEBSIT_paper_suppliment.pdf
step 4. Detailed description of the five steps in
support of our syntheses of extant literature on 3.2 Step 4: Analyze
eWOM is presented next.
To analyze the selected 47 eWOM studies,
3.1 Steps 1 – 3: Define, Search, constructs used in those studies were initially
and Select identified and coded. Next, we synthesized them into
factors based on their conceptual similarity and map
To identify journal and conference papers that them on the five dimensions of eWOM, using three
investigated the effectiveness of eWOM on the Grounded Theory techniques: (1) open coding, (2)
consumers' perception of products/services adoption axial coding, and (3) selective coding, which are
process, we searched a number of electronic explained next.
databases such as AIS, ACM, ScienceDirect, We used open coding technique, through which
Palgrave Macmillan, Sage, EBSCOhost, JSTOR, constructs, their stage (i.e., pre-usage, initial use, and
Scholar’s Portal, and Google Scholar. repeated use), and context (i.e., SST, brick-and-
We used search terms of "word-of-mouth", mortar, and unknown) of each study were coded. We
"electronic word-of-mouth", "WOM", "eWOM", coded constructs based on their instrument measures
"online reviews", and "online recommendations". To used in the eWOM study, rather than on the author’s
ensure that no major articles is ignored, we also label because the labels that authors applied to their
searched the leading scholarly IS journals (i.e., MIS constructs can vary (Montazemi et al., 2012,
Quarterly, Information Systems Research, Journal of Montazemi and Qahri Saremi, 2013). The outcome
Management Information Systems, European was 173 constructs used in the 47 eWOM studies.
Journal of Information Systems, Information Next, we applied axial coding technique, to
Systems Journal, Journal of Strategic Information synthesize these 173 constructs based on their
Systems, Journal of Association for Information conceptual similarities that resulted in 30 factors.
Systems, and Information & Management), and four Selective coding technique was used to map these 30
major scholarly Marketing journals (Journal of factors on the five dimensions of eWOM, depicted
Marketing, Journal of Marketing Research, Journal in Figure 3. Next, we present our findings.
of Consumer Research, and Journal of the Academy
of Marketing Science). The search initially yielded
181 studies. The nature of empirical environment for 4 RESULTS (STEP 5: PRESENT)
these 181 studies can be categorized in terms of
three contexts: SST, brick-and-mortar, and Due to the space limitation, definitions and
unknown. SST represents studies that were references for each factor are not reported in the
conducted within the context of products/services in Tables 1 to 5 that appear in this section. These
an online environment (i.e., click-and-mortar and/or details can be obtained from:
pure play). Brick-and-mortar studies assessed the http://profs.degroote.mcmaster.ca/ads/montazem/pap
effectiveness of eWOM on consumers’ perception of ers/WEBSIT_paper_suppliment.pdf.
adopting products/services in a traditional offline
environment. Finally, the “unknown” context 4.1 Factors Representing the Response
represents those investigations that did not report the
nature of the environment for their study.
to eWOM
Not all the 181 studies were appropriate for
We identified twelve factors that represent the
inclusion in our analysis. Recognizing this,
“response” dimension of effectiveness of eWOM,
Wolfswinkel et al., (2013) recommend that
depicted in Table 1.
researchers mark out the scope of their review by
Six of these factors (i.e., adoption of eWOM,
establishing criteria for inclusion. To that end, we
purchase/use intention, perceived helpfulness of
included only peer-reviewed studies in which (1)
eWOM, attitude towards the product/service, trust in
eWOM was the main focus of investigation in the
the vendor, and perceived credibility of eWOM)
paper, and (2) the research was empirical. Applying
have been studied across the three stages of the
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Review
Factors representing
Five Dimensions of eWOM
Figure 3: The 30 Factors representing Five Dimensions of eWOM in the proposed Conceptual Framework.
adoption process, in the SST context. However, eWOM on consumers' trust in vendor, which is an
there are gaps in the body of knowledge in the important factor in forming consumers’ perception
eWOM literature for the SST context in regard to the of SST adoption (Bock et al., 2012), differ
remaining 6 factors. For instance, effectiveness of significantly across stages of adoption process.
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Table 1: Number, stage, and the context of the eWOM effectiveness of eWOM on consumers' trust in
studies investigating each factor representing response to vendor differs significantly across stages of adoption
eWOM. process, in the SST context, we do not know if the
Factors Representing same pattern exists for the effectiveness of eWOM
Context P* I* R* on consumers' trust in vendor in the bricks-and-
response
SST* 1 1 3 mortar context. Such a fragmented scope of studies
Adoption of eWOM B&M* 2 2 in the eWOM literature makes it infeasible to draw
NA* 4 1 systematic conclusions about the effectiveness of
SST 7 2 2 eWOM on consumers’ perception of adopting
Purchase/ Use
B&M 2 products/services.
intention
NA
Perceived SST 2 3 4
Helpfulness of B&M 1
4.2 Factors Representing the eWOM
eWOM NA 1 Message
SST 1 2 2
Attitude towards the We identified six factors representing the eWOM
B&M 2
product/service
NA 1 1 that have been investigated in the eWOM studies,
SST 3 3 3 depicted in Table 2. One of these factors, eWOM
Trust in the Vendor B&M valence, has been studied across the three stages of
NA SST adoption process. However, there are gaps in
SST 3 2 3 the body of knowledge in regard to all of the six
Perceived Credibility
B&M factors across the three stages of bricks-and-mortar
of eWOM
NA 1 adoption process. For instance, the literature shows
SST that the effect of eWOM valence on consumers'
Loyalty B&M 1 1 perceived usefulness of an SST differs significantly
NA 2 1
SST 1 1
Perceived Usefulness Table 2: Number, stage, and the context of the eWOM
B&M 1
of the product/service studies investigating each factor representing eWOM
NA message.
SST 2
Intention to Adopt Factors Representing
B&M 1 Context P* I* R*
eWOM eWOM Message
NA
SST SST* 4 2 5
Confirmation B&M 1 eWOM Valence B&M* 4 1
NA 1 NA* 3 1
Perceived Ease of SST 1 SST 5 1
Use of the B&M eWOM Quality B&M 1
product/service NA NA 2 2
SST SST 5 1
Extent of Elaboration eWOM Volume B&M
B&M
on eWOM Message NA
NA 1
* Note: SST
SST: Self-Service Technology Context eWOM Sidedness B&M 1
B&M: Bricks-and-Mortar Context NA 1
NA: Context Unknown SST 1
P: Pre-usage Stage eWOM Orientation B&M
I: Initial-use Stage NA 1
R: Repeated-use Stage SST
eWOM Consistency B&M
Nonetheless, there is a gap in the literature whether NA 1
the same pattern exists for other factors of * Note:
consumers’ perception such as consumers’ perceived SST: Self-Service Technology Context
ease-of-use and perceived usefulness of an SST. B&M: Bricks-and-Mortar Context
Furthermore, as indicated in Table 1, none of the NA: Context Unknown
twelve factors have been studied across the three P: Pre-usage Stage
stages of the adoption process, in the bricks-and- I: Initial-use Stage
mortar context. For instance, although we know that R: Repeated-use Stage
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TheEffectivenessofElectronicWordofMouthonConsumers'PerceptionsofAdoptingProducts/Services-ALiterature
Review
across different stages of SST adoption process experience with the products/services is expected to
(Vermeulen and Seegers, 2009). Nonetheless, there have a significant positive effect on consumers’
is a gap in the literature whether the same pattern perception of adopting products/services. However,
exists for the bricks-and-mortar context.
eWOM literature is silent on this issue within the
context of SST and bricks-and-mortar.
4.3 Factors Representing the Source
of the eWOM 4.4 Factors Representing the Receiver
We identified six factors representing the source of of the eWOM
eWOM, depicted in Table 3. None of these factors
have been studied across the three stages of adoption We identified five factors representing the receiver
process in the SST and bricks-and-mortar contexts. of the eWOM, depicted in Table 4. None of them
This represents gaps in the body of knowledge in the have been studied across the three stages of adoption
eWOM literature as to how these six factors affect process. This represents a gap in the body of
the effectiveness of eWOM on consumers’ knowledge in the eWOM literature as to how these
perception of adopting products/services. As a case five factors affect the effectiveness of eWOM on
in point, consumers read eWOM about the consumers’ perception of adopting
products/services from a vast and geographically products/services. For example, the eWOM
dispersed group of strangers through blogs, online literature provides support for the importance of
consumer review platforms, shopping bot sites, and consumers’ pre-existing knowledge, need for
social networking sites (Cheung and Thadani, 2012). cognition, and need for change on the effectiveness
This has the potential to raise consumers' concern of eWOM on the consumers’ perception of adopting
about the credibility of the source of eWOM. In such products/services. Nonetheless, there is a gap in the
an uncertain situation, high degree of consumers’ eWOM literature whether these factors have the
same effects across the three stages of the adoption
Table 3: Number, stage, and the context of the eWOM process. Considering the significance of the stage of
studies investigating each factor, representing source of the adoption process in consumers’ perceptions of
the eWOM.
Table 4: Number, stage, and the context of the eWOM
Factors Representing studies investigating each factor, representing receiver of
Context P* I* R*
source of the eWOM the eWOM.
SST* 2 1
Source Credibility B&M* 1 Factors Representing
Context P* I* R*
NA* 3 2 receiver of the eWOM
SST 3 2 SST* 3 1
Receiver’s
Source Type B&M 1 B&M*
Involvement
NA 1 NA* 1 2
SST SST 1 2
Receiver’s Pre-
Source knowledge B&M 1 3 B&M 1 1
existing Knowledge
NA 1 NA 1 2
SST SST
Receiver’s Need for
Source Homophily B&M 1 1 B&M
Change
NA NA 1
SST SST 1
Receiver’s Need for
Source Motivation B&M 1 B&M
Cognition
NA 1 NA
SST SST 1
Receiver’s
Social Tie B&M 1 B&M
Demographics
NA NA
* Note: * Note:
SST: Self-Service Technology Context SST: Self-Service Technology Context
B&M: Bricks-and-Mortar Context B&M: Bricks-and-Mortar Context
NA: Context Unknown NA: Context Unknown
P: Pre-usage Stage P: Pre-usage Stage
I: Initial-use Stage I: Initial-use Stage
R: Repeated-use Stage R: Repeated-use Stage
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