This study tests the influence of multi-visual dimensions and textual features of electronic word-of-mouth (EWOM) on its perceived helpfulness on a sample from Saudi Arabia. This investigation is conducted in the context of Twitter through an online factorial experiment. The design incorporates a 3 (visual inclusion to text: with product-only photo, with product and face photo, without product photo) × 3 (EWOM valence: positive, positive and negative, and negative) between-subjects experiment (n = 540). It is concluded that when evaluating EWOM helpfulness, pictures do in fact contribute substantial value. For females, this effect is more pronounced when the EWOM is two-sided at the product-only photo level, and when EWOM is negative at the product with a face photo level. Thus, this study adds to the body of existing theories by arguing that EWOM helpfulness largely depends on how the textual and visual features of EWOM are communicated.

This research investigates the impact of specific emotions in electronic word-of-mouth (eWOM) on the monthly donations received by a non-profit organization (NPO). We employ the empathy-helping (empathy-altruism) hypothesis as a theoretical foundation, proposing that donation motivations should inform eWOM fundraising appeals. To do so, we analyzed 71,462 tweets about a charity from 23,430 users, categorizing them as either marketer-generated content (MGC) or user-generated content (UGC). To automatically detect six distinct emotions in the text, we utilized a transformer-transfer learning approach for emotion detection. This model was trained in a sequential manner, starting with self-reported emotions in over 3.6 million tweets and progressing to socially agreed-upon emotion datasets to mimic social-emotional development stages. Our findings revealed that emotions prompting empathy (such as sadness in MGC) and positive empathy (like joy in UGC) positively influence donation amounts in line with the empathy-helping hypothesis. We offer insights on how social media marketers can leverage these results to create and manage tweets that boost donations. This study contributes to marketing research and practice in three ways: (1) by being the first, to our knowledge, to examine the effect of specific emotions in eWOM on donation decisions, (2) by introducing a novel machine learning model capable of detecting emotions in large-scale eWOM, and (3) by providing actionable recommendations for NPOs to increase donations via emotionally driven social media messaging. As a result, marketing managers can more effectively use social media platforms to foster emotional connections between NPOs and donors.

The hospitality, tourism, and travel (HTT) industry has a significant environmental impact due to its water, energy, and waste production. One of the main challenges faced by the HTT industry is the reduction of the negative environmental impact of hotel businesses. Recent studies have shown that consumers are willing to pay a premium for green hotels that adopt environmentally friendly practices to minimize their impact on the environment. While interest in these practices has been increasing, not all consumers are familiar with actual benefits of green hotels. Therefore, it is necessary to employ strategies to increase consumers’ awareness and encourage positive pre-purchasing decisions when selecting a green hotel.

Consumers often read and write reviews about their experiences. Do people share and rely on the same type of reviews when making experiential purchases? Two studies show that people believe that subjective (vs. objective) reviews are more persuasive for others than themselves. Consequently, while they are more likely to share subjective reviews to facilitate others’ decisions, they are less likely to rely on the same review for their own decisions. Our work provides insight into the self-other discrepancy i

While researchers have demonstrated the benefits of customer reviews on company sales, a largely uninvestigated issue is the interplay between emotions and cognitive cues of information in the processing of online reviews. Drawing on Stimulus-Organism-Response framework, this paper analyzes: (i) the independent effect of each dimension of emotions (arousal and pleasure), empathy with the reviewer and persuasiveness on perceived helpfulness of online reviews; (ii) the impact of perceived helpfulness on eWOM adoption; (iii) the moderating effect of sequence of reviews on the impact of emotions on perceived helpfulness of online reviews. In order to test the hypotheses of the model an experimental subjects-design was carried out using valence order: positive-negative vs. negative-positive as a condition. Data was collected in January 2016 using a sample of 830 Spanish TripAdvisor users. Participants were instructed to imagine a situation where they were going out for dinner to an Italian restaurant with friends and they were told to read a total of 10 reviews about the restaurant in the same order they were displayed and answer the questions that followed. Data analysis shows a bias effect of sequence of reviews on the impact of emotions and empathy with the reviewer on review helpfulness, which, in turn, influences eWOM adoption. When the sequence of TripAdvisor reviews begins with positive commentaries (POS-NEG), pleasure elicited by eWOM is a stronger driver of perceived helpfulness and empathy with the reviewer than if the sequence is the opposite (NEG-POS). On the contrary, arousal only triggers eWOM helpfulness when the user reads negative commentaries followed by positive ones. This study is novel because it explains how emotions and perceived usefulness of online reviews play a central role in eWOM adoption in tourism services to make consumption decisions.

Whilst companies try to attract talents through different means (e.g., financial incentives, flexible working hours), it is discussed that particularly high-quality candidates value information about a company’s ethicality. However, the influence of ethical market signals on talents’ intention to pursue with a job application is not well understood. Particularly in the digital context, it must be considered that companies can control some ethical market signals (e.g., ethical certifications in job advertisements), while others are beyond their control (e.g., ethical electronic word-of-mouth (eWoM)). The present study extends previous research related to job hiring by exploring how both signals affect talents’ job pursuit intention, and which factors mediate the influence of ethical market signals on job pursuit intention. To test the hypotheses, an online study was conducted with 265 university students. The results reveal that both types of ethical market signals increase an applicant’s job pursuit intention, although the effect appears to be stronger for eWoM. Furthermore, both signals enhance candidates’ willingness to apply for a job through affecting the attitude towards the advertisement and company employment image. Moreover, self-referencing is an additional mediator for the influence of eWoM on job pursuit intention. This suggests that candidates relate the information to their self-concept when others promote the ethicality of a company online. In summary, the present study helps to better understand how talents can be attracted to apply for a company, which positions itself as an ethical employer in the context of increasingly digitalized recruitment environments.

Every day, billions of messages about news, rumours, and experiences are shared by consumers through different kinds of social network medias (Berger, 2014). These shared messages, so called word-of-mouth (WOM), have crucial influence on the success of products and services (Dubois, Bonezzi, & De Angelis, 2016). WOM is a kind of interpersonal communication about products and services between consumers. Thus, it can be significantly influenced by interpersonal relationships. We conducted three experiments to investigate the effects of interpersonal relationships on brand evaluation. In three experiments, we examined how interpersonal relationship affects consumers’ evaluation of brands when they receive a eWOM message in the setting of closed virtual group of friends. The results make several contributions. First, we provide a framework to understand how interpersonal relationships affect the effects of eWOM in a closed virtual group of friends. Second, the effects of interpersonal relationship can be moderated by different situation of agreements, which extends the researches on eWOM. Third, the results reveal the reasons why different dimension of interpersonal relationship can play different role in the relationship between eWOM and brand evaluation.

Online reviews enable brands to promote their products by means of word-of-mouth communication. In an e-commerce environment, user-generated customer feedback, as a form of electronic word-of-mouth (eWOM), is a crucial source of information in the prepurchase stage as many customers base their purchase decision on feedback from other customers. eWOM is perceived as a reliable source of information and has become especially important in an online environment (Chevalier & Mayzlin, 2006; Li & Zhan, 2011). Existing research has shown that customer feedback positively influences sales (Chevalier & Mayzlin, 2006; Forman, Ghose, & Wiesenfeld, 2008; Ha, Bae, & Son, 2015). Yet, only very limited research on how to communicate customer feedback to maximize a company’s top-line growth has been conducted (Packard & Berger, 2017). In this study, we aim to fill this gap by investigating how numerical customer feedback metrics should be communicated to attract new customers. Using an experiment, we empirically investigate which of the two widely established numerical customer feedback metrics, a customer recommendation rate or a customer satisfaction rate, is better suited to attract new customers and hence stimulate company growth. The impact of the stimulus on the purchase process is measured by means of three different dependent variables to imitate the hierarchy of a purchase decision: consumers’ interest towards the ad, their attitude towards the product shown in the ad as well as their purchase intention. Furthermore, we include several moderating factors, which have proven to be relevant when looking at online reviews, namely product type as well as consumers’ motivation and ability to process persuasive communication (Gupta & Harris, 2010; Klein, 1998; Petty & Cacioppo, 1986).

Given the increasing competition in the hospitality industry, a key question is to investigate how consumer-generated reviews affect the consumption decision of tourism services. Online reviews are regarded as one form of electronic word of mouth communication (Banerjee & Chua, 2016). While researchers have demonstrated the benefits of the presence of customer reviews on company sales, an issue scarcely investigated is how to assess the impact of informational cues on eWOM adoption for consumer decision-making and how individuals process and integrate conflicting opinions from other consumers. Drawing on dual process theories, this paper analyzes: (1) the impact of systematic information cues (informativeness, credibility and helpfulness of reviews) on eWOM adoption; (2) the moderating effect of conflicting reviews on the impact of eWOM adoption on behavioural intentions. The heuristic-systematic model HSM (Chaiken, 1980) is a widely recognized communication model that attempts to explain how people receive and process persuasive messages. As Zhang et al. (2014) advocated, the HSM provides broader explanations of individuals’ information processing behaviour in the context of online communities than do other models, such as ELM (elaboration likelihood model). We build up and test an expanded HSM model anchored in dual process literature, which includes the influence informativeness, credibility and helpfulness of mixed valence online reviews (systematic information cues) have on eWOM adoption which, in turn, influences behavioural intentions. In order to test the hypotheses of the model an experimental subjects-design was carried out using valence order: positive-negative vs. negative-positive as a condition. Data was collected in January 2016 using a sample of 908 Tripadvisor heavy-users. 461 interviewees answered in the POS-NEG condition and 447 in NEG-POS condition. Participants were instructed to imagine a situation where they were going out for dinner to an Italian restaurant with friends and they were told to read a total of 10 reviews about the restaurant in the same order they were displayed and answer the questions that followed. We used an experimental design. All variables were measured with seven point likert scales. Data analysis shows informativeness activates both review credibility and review helpfulness, which in turn influence eWOM adoption. When the sequence of Tripadvisor reviews begins with positive commentaries, eWOM is a significant driver of intention to visit the restaurant, but when the user reads negative commentaries followed by positive ones, the effect becomes non-significant. This study is novel because it examines the factors that drive consumers to adopt consumer generated content (eWOM) in tourism services and to make consumption decisions. This study demonstrates how systematic information cues and sequence of reviews influence on eWOM adoption and behavioural intentions. Firstly, consumer intentions to visit a restaurant are determined by the consumer's eWOM adoption, which, in turn, is determined by three information cues: informativeness, perceived credibility and helpfulness of the online reviews. Understanding the specific effects of different information cues on eWOM adoption seems to be particularly important given the tremendous competition in the tourism sector. Secondly, this study shows conflicting reviews affect the user in a complex way. When consumer reviews conflict, if the consumer reads positive reviews before the negative ones, eWOM adoption has a stronger influence on behavioural intentions. It seems that users attribute an opportunistic view to the negative comments mainly attributed to the lack of their informativeness, credibility and helpfulness. User behavioural intention to visit a restaurant is directed by systematic and heuristic information cues. Therefore, users examine content of online reviews carefully and they also are influenced by the sequence of comments.

Web 2.0 has changed the way users create, share and use online information (O'Connor, 2008). The testimony of anonymous and exempt consumers that emits reviews and ratings through online reviews is a form of Electronic Word of Mouth (eWOM). Positive online reviews can contribute to a significant increase in hotel reservations (Ye, Law, & Gu, 2009). Online reviews are amidst the most important factors that influence hotel reservations (Dickinger & Mazanec, 2008) However, only a small percentage of travelers contribute actively with new reviews and evaluations (Bronner & Hoog, 2011). Thus, it is very important to know what motivates consumers to make online hotel reviews, to get more online comments and, consequently, more hotel reservations. Cantallops and Salvi (2014) say that there is little research on eWOM and hotels. The objective of this study is to identify the different causal combinations (configurations) of motivations (personal, social benefit, social concern, and consumer empowerment (Bronner & Hoog, 2011)), and socio-demographic characteristics (gender and age) that lead to hotel online reviews. The study uses the fuzzy-set Qualitative Comparative Analysis (fsQCA) because it allows to identify the necessary and sufficient configurations to achieve the outcome (Fiss, 2011). This is an innovative approach in this domain, to the best of our knowledge, because the study focuses on the causal recipes of motivations and not on the net effects of independent motivations as past research do. The study obtained a convenience sample of 192 valid responses, from an online survey.The measures show adequate reliability. The results show that the social concern is a necessary condition and the consumer empowerment is an “almost always necessary” condition. The analysis of sufficient conditions show that three different combinations (explain 43.6% of the cases) of conditions exist that lead to eWOM: 1) being a female older than 35 years old combined with high social concern and high consumer empowerment; 2) being a female older than 35 years old combined with high social concern and high personal motivations; and, 3) being a male combined with the presence of high social concern, high personal motivations, and high consumer empowerment which represents the most significant representation of consumers that make online reviews. Managers should consider these recipes in communication and website design strategies. For example, for men, it is important to have jointly a simple communication channel so that they can easily share positive or negative experiences to help others (social concern); a travel website where they get some fun (personal motivation); and, to believe that their opinions are taken into account by the hotels, namely to improve service (consumer empowerment). In this way,hotels and travel services providers promoting these aspects will tend to have more and better online reviews, which will have a positive influence on hotel reservations. Future studies should consider different motivations for online reviews and eWOM.

Based on the collaborative and social characteristics, social networking services (SNSs) are growing platforms for consumer-to-consumer conversation including electronic word-of-mouth (eWOM). eWOM is defined as ‘any positive or negative statement made by potential, actual, or former customers about a product or company, which is made available to a multitude of people and institutions via the Internet’ (Hennig-Thurau, Gwinner, Walsh, & Gremler, 2004, p.39). Despite its academic and managerial significance, several preliminary studies have examined what determines effective eWOM in SNSs (e.g., Chu & Kim, 2011; Teng, Khong, Goh, & Chong, 2014). Extending these attempts, we empirically investigate what influences consumers’ evaluation of eWOM, especially on Facebook. We suggest a new perspective of focusing on the psychological stream of social identity (Tajel & Turner, 1986) which is a distinctive factor explicit on Facebook. Unlike conventional eWOM platforms like bulletin boards and online communities where the user information is limited due to anonymity or presented in restricted manner (e.g., reputation from ratings by other members) (Dou, Walden, Lee, & Lee, 2012), Facebook provides profile information about users including one’s social group membership (e.g., school, company). This implies that the perception of social identity on Facebook may influence how one evaluates the source and his/her eWOM message.

In recent years, leading digital technology companies have shown a strong interest in enabling children to send electronic word of mouth (eWOM). Recasting children from passive to active participants in marketing communications, this shift expands children’s marketing practices from how a company influences children via traditional marketing communications to how children influence a company’s marketing practices through eWOM. This paper aims to enhance our understanding about the use of children’s eWOM in marketing communications when children’s eWOM and children’s marketing begin to intersect. The eWOM literature demonstrated the effects of eWOM on product sales without identifying the sender (King, Racherla, & Bush, 2014). The extension of the effects from aggregated sender to children needs careful study in light of children’s marketing literature which showed children have distinct characteristics in the context of traditional marketing (Cross, 2002). In this study, we examine the positive expectation of business impact that explains firms’ adoption of children’s eWOM and further investigate the normative concerns about the social influence of children’s eWOM.

The expertise, trustworthiness and attractiveness of the information source all positively influence information recipients’ eWOM (Electronic Word-of-Mouth), acceptance of CSR messages, as well as their attitudes to the company.

With the rapid development of digital technologies and the Internet, the boundaries between countries are shrinking and markets are becoming global (Oh et al., 2016). Simultaneously, cross-border online shopping is another trend that has spread across the world, and global e-commerce has now become a reality (Johnson et al., 2003; Moore, 2015). However, in prior studies related to eWOM, the national culture has received little attention among the numerous factors that could adjust the effect of eWOM (Christodoulides et al., 2012). In addition, in the real world, although individuals are frequently exposed to combined eWOM messages containing both positive and negative information about the same product, most previous studies on eWOM have focused on the one-sided eWOM valence. There are not many empirical studies on the influence of the two-sided eWOM valence on consumers’ persuasions. Thus, Study I examines the attitude effect of the two-sided eWOM valence from a cross-cultural perspective, particularly on the basis of the differences in thinking styles between the Easterners and Westerners. For this, we use a 2[Valence: positive/negative, negative/positive] x 2[Culture: East (South Korea), West (United States)] factorial design. To classify the culture, the thinking style was measured as a within-group variable. As a result, the interaction effect between valence and culture (nation) was significant. Specifically, in the East (South Korea), no significant difference existed in the changes in brand attitude depending on the two-sided eWOM valence, whereas brand attitude changes from a negative/positive presentation order in the West (United States) were significantly larger than the positive/negative presentation order. Study II demonstrates the mediated moderation effect of perceived cognition congruency in a cross-cultural setting for explaining the underlying mechanism. Drawing on the cognitive fit theory, we present a two-sided eWOM-consumers’ perceived cognition congruency proposition: the two-sided eWOM valence that matches the information processing order consumers habitually have would facilitate the favorable comprehension (reflected by perceived cognition congruency) and assessment (reflected by changes in brand attitude) of the reviews. As a result, the two-sided eWOM valence indirectly affects brand attitude changes by mediating perceived cognition congruency. This valence directly affects the brand attitude changes in the Westerner (United States) group, which has an analytical thinking style. However, the direct and indirect effects of two-sided eWOM valence on brand attitude changes are not significant in the Easterner (South Korea) group, which has a holistic thinking style. This examination might explain why differences in the changes in brand attitude between the Easterners and Westerners were revealed through the twosided eWOM valence, thus providing in-depth insights into consumer responses for the valence. This study expands the diversity of studies conducted on the characteristics of the two-sided eWOM. Furthermore, it is expected to provide a strategic direction and practical implications for two-sided eWOM-driven information management by organizations.