IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v149y2022icp663-689.html
   My bibliography  Save this article

Let us talk about something: The evolution of e-WOM from the past to the future

Author

Listed:
  • Akbari, Morteza
  • Foroudi, Pantea
  • Zaman Fashami, Rahime
  • Mahavarpour, Nasrin
  • Khodayari, Maryam

Abstract

Because e-WOM is one of the useful digital marketing elements for any organization, a better understanding of its process will help individuals take more advantage of this concept. e-WOM enables individuals to form relationships with firms, brands, and other customers, which leads to benefits for both consumers and companies. It plays a significant role in a firm’s performance. The present study implements a different approach to reviewing by combining two bibliometric methods, multidimensional scaling analysis (MDS) and hierarchical cluster analysis (HCA), via Bibexcel software to have a deeper investigation of the process. Considering the 468 journal papers on e-WOM allowed us to study the intellectual streams and significant perceptions underpinning e-WOM. By dividing the study timeframe into three periods, we realized that there have always been three main concepts in this field: consumer behavior, sales, and the tourism and hotel industry. Further, by proposing a framework, we have expanded these concepts accompanied by the role of artificial intelligence and robots in the process of e-WOM. Consequently, new concepts “r-WOM”, “automated user engagement”, and “smart selling” are introduced and demonstrated as a consequence of using technology-based tools in the process of e-WOM. Finally, the future scope of this field has been designed. We contribute to the literature by offering theoretical and managerial implications.

Suggested Citation

  • Akbari, Morteza & Foroudi, Pantea & Zaman Fashami, Rahime & Mahavarpour, Nasrin & Khodayari, Maryam, 2022. "Let us talk about something: The evolution of e-WOM from the past to the future," Journal of Business Research, Elsevier, vol. 149(C), pages 663-689.
    • Handle: RePEc:eee:jbrese:v:149:y:2022:i:c:p:663-689
    DOI: 10.1016/j.jbusres.2022.05.061
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296322004945
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2022.05.061?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Park, Cheol & Lee, Thae Min, 2009. "Information direction, website reputation and eWOM effect: A moderating role of product type," Journal of Business Research, Elsevier, vol. 62(1), pages 61-67, January.
    2. Eun Ju Seo & Jin-Woo Park & Yu Jin Choi, 2020. "The Effect of Social Media Usage Characteristics on e-WOM, Trust, and Brand Equity: Focusing on Users of Airline Social Media," Sustainability, MDPI, vol. 12(4), pages 1-18, February.
    3. Anubhav Mishra & S M Satish, 2016. "eWOM: Extant Research Review and Future Research Avenues," Vikalpa: The Journal for Decision Makers, , vol. 41(3), pages 222-233, September.
    4. Christofi, Michael & Pereira, Vijay & Vrontis, Demetris & Tarba, Shlomo & Thrassou, Alkis, 2021. "Agility and flexibility in international business research: A comprehensive review and future research directions," Journal of World Business, Elsevier, vol. 56(3).
    5. Stephanie Watts Sussman & Wendy Schneier Siegal, 2003. "Informational Influence in Organizations: An Integrated Approach to Knowledge Adoption," Information Systems Research, INFORMS, vol. 14(1), pages 47-65, March.
    6. Ahmad Alharbi & Chantal Cantarelli & Andrew Brint, 2022. "Crowd Models for Last Mile Delivery in an Emerging Economy," Sustainability, MDPI, vol. 14(3), pages 1-20, January.
    7. Nor Hasliza Md Saad & Zulnaidi Yaacob, 2021. "Building a Personal Brand as a CEO: A Case Study of Vivy Yusof, the Cofounder of FashionValet and the dUCk Group," SAGE Open, , vol. 11(3), pages 21582440211, July.
    8. Yin, Xicheng & Wang, Hongwei & Wang, Wei & Zhu, Kevin, 2020. "Task recommendation in crowdsourcing systems: A bibliometric analysis," Technology in Society, Elsevier, vol. 63(C).
    9. Herr, Paul M & Kardes, Frank R & Kim, John, 1991. "Effects of Word-of-Mouth and Product-Attribute Information on Persuasion: An Accessibility-Diagnosticity Perspective," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 454-462, March.
    10. Kaplan, Andreas M. & Haenlein, Michael, 2010. "Users of the world, unite! The challenges and opportunities of Social Media," Business Horizons, Elsevier, vol. 53(1), pages 59-68, January.
    11. López-Robles, J.R. & Otegi-Olaso, J.R. & Porto Gómez, I. & Cobo, M.J., 2019. "30 years of intelligence models in management and business: A bibliometric review," International Journal of Information Management, Elsevier, vol. 48(C), pages 22-38.
    12. Verma, Sanjeev & Yadav, Neha, 2021. "Past, Present, and Future of Electronic Word of Mouth (EWOM)," Journal of Interactive Marketing, Elsevier, vol. 53(C), pages 111-128.
    13. Kristine de Valck & Roberts V. Kozinets & Andrea C. Wojnicki & Sarah J.S. Wilner, 2010. "Networked Narratives: Understanding Word-of-Mouth Marketing in Online Communities," Post-Print hal-00458424, HAL.
    14. Taekyung Kim & Hwirim Jo & Yerin Yhee & Chulmo Koo, 2022. "Robots, artificial intelligence, and service automation (RAISA) in hospitality: sentiment analysis of YouTube streaming data," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(1), pages 259-275, March.
    15. Nahema Marchal & Lisa-Maria Neudert & Bence Kollanyi & Philip N. Howard, 2021. "Investigating Visual Content Shared over Twitter during the 2019 EU Parliamentary Election Campaign," Media and Communication, Cogitatio Press, vol. 9(1), pages 158-170.
    16. Bouyssou, Denis & Marchant, Thierry, 2011. "Bibliometric rankings of journals based on Impact Factors: An axiomatic approach," Journal of Informetrics, Elsevier, vol. 5(1), pages 75-86.
    17. Xinxin Li & Lorin M. Hitt, 2008. "Self-Selection and Information Role of Online Product Reviews," Information Systems Research, INFORMS, vol. 19(4), pages 456-474, December.
    18. Chen, Qian & Gong, Yeming & Lu, Yaobin & Tang, Jing, 2022. "Classifying and measuring the service quality of AI chatbot in frontline service," Journal of Business Research, Elsevier, vol. 145(C), pages 552-568.
    19. Xuan-Lam Duong & Shu-Yi Liaw, 2022. "Online Interpersonal Relationships and Data Ownership Awareness Mediate the Relationship between Perceived Benefits and Problematic Internet Shopping," Sustainability, MDPI, vol. 14(6), pages 1-17, March.
    20. Ana Babić Rosario & Kristine Valck & Francesca Sotgiu, 2020. "Conceptualizing the electronic word-of-mouth process: What we know and need to know about eWOM creation, exposure, and evaluation," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 422-448, May.
    21. Kalaignanam, Kartik & Kushwaha, Tarun & Rajavi, Koushyar, 2018. "How Does Web Personalization Create Value for Online Retailers? Lower Cash Flow Volatility or Enhanced Cash Flows," Journal of Retailing, Elsevier, vol. 94(3), pages 265-279.
    22. Rishikesh Bhaiswar & N. Meenakshi & Deepak Chawla, 2021. "Evolution of Electronic Word of Mouth: A Systematic Literature Review Using Bibliometric Analysis of 20 Years (2000–2020)," FIIB Business Review, , vol. 10(3), pages 215-231, September.
    23. Phelps, Joseph E. & Lewis, Regina & Mobilio, Lynne & Perry, David & Raman, Niranjan, 2004. "Viral Marketing or Electronic Word-of-Mouth Advertising: Examining Consumer Responses and Motivations to Pass Along Email," Journal of Advertising Research, Cambridge University Press, vol. 44(4), pages 333-348, December.
    24. Christofi, Michael & Vrontis, Demetris & Thrassou, Alkis & Shams, S.M. Riad, 2019. "Triggering technological innovation through cross-border mergers and acquisitions: A micro-foundational perspective," Technological Forecasting and Social Change, Elsevier, vol. 146(C), pages 148-166.
    25. Mekhail Mustak & Joni Salminen & Loïc Plé & Jochen Wirtz, 2021. "Artificial intelligence in marketing: Topic modeling, scientometric analysis, and research agenda," Post-Print hal-03269994, HAL.
    26. David Godes & Dina Mayzlin, 2004. "Using Online Conversations to Study Word-of-Mouth Communication," Marketing Science, INFORMS, vol. 23(4), pages 545-560, June.
    27. Camille Lacan & Pierre Desmet, 2017. "Motivations for Participation and e-WOM Among Supporters of Crowdfunding Campaigns," Springer Proceedings in Business and Economics, in: Androniki Kavoura & Damianos P. Sakas & Petros Tomaras (ed.), Strategic Innovative Marketing, pages 315-321, Springer.
    28. Dellarocas, Chrysanthos, 2003. "The Digitization of Word-of-mouth: Promise and Challenges of Online Feedback Mechanisms," Working papers 4296-03, Massachusetts Institute of Technology (MIT), Sloan School of Management.
    29. Yeo, Sook Fern & Tan, Cheng Ling & Kumar, Ajay & Tan, Kim Hua & Wong, Jee Kit, 2022. "Investigating the impact of AI-powered technologies on Instagrammers’ purchase decisions in digitalization era–A study of the fashion and apparel industry," Technological Forecasting and Social Change, Elsevier, vol. 177(C).
    30. Wen-Kuo Chen & Dalianus Riantama & Long-Sheng Chen, 2020. "Using a Text Mining Approach to Hear Voices of Customers from Social Media toward the Fast-Food Restaurant Industry," Sustainability, MDPI, vol. 13(1), pages 1-17, December.
    31. Garaus, Marion & Wagner, Udo & Rainer, Ricarda C., 2021. "Emotional targeting using digital signage systems and facial recognition at the point-of-sale," Journal of Business Research, Elsevier, vol. 131(C), pages 747-762.
    32. Babajide Abubakr Muritala & Maria-Victoria Sánchez-Rebull & Ana-Beatriz Hernández-Lara, 2020. "A Bibliometric Analysis of Online Reviews Research in Tourism and Hospitality," Sustainability, MDPI, vol. 12(23), pages 1-18, November.
    33. Olan, Femi & Ogiemwonyi Arakpogun, Emmanuel & Suklan, Jana & Nakpodia, Franklin & Damij, Nadja & Jayawickrama, Uchitha, 2022. "Artificial intelligence and knowledge sharing: Contributing factors to organizational performance," Journal of Business Research, Elsevier, vol. 145(C), pages 605-615.
    34. Rizal Edy Halim & Shinta Rahmani & Gita Gayatri & Asnan Furinto & Yudi Sutarso, 2022. "The Effectiveness of Product Sustainability Claims to Mitigate Negative Electronic Word of Mouth (N-eWOM)," Sustainability, MDPI, vol. 14(5), pages 1-18, February.
    35. Brian R Chabowski & Saeed Samiee & G Tomas M Hult, 2013. "A bibliometric analysis of the global branding literature and a research agenda," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 44(6), pages 622-634, August.
    36. Fahimnia, Behnam & Sarkis, Joseph & Davarzani, Hoda, 2015. "Green supply chain management: A review and bibliometric analysis," International Journal of Production Economics, Elsevier, vol. 162(C), pages 101-114.
    37. João José M. Ferreira & Cristina I. Fernandes & Vanessa Ratten, 2016. "A co-citation bibliometric analysis of strategic management research," Scientometrics, Springer;Akadémiai Kiadó, vol. 109(1), pages 1-32, October.
    38. Gruen, Thomas W. & Osmonbekov, Talai & Czaplewski, Andrew J., 2006. "eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty," Journal of Business Research, Elsevier, vol. 59(4), pages 449-456, April.
    39. Vermeer, Susan A.M. & Araujo, Theo & Bernritter, Stefan F. & van Noort, Guda, 2019. "Seeing the wood for the trees: How machine learning can help firms in identifying relevant electronic word-of-mouth in social media," International Journal of Research in Marketing, Elsevier, vol. 36(3), pages 492-508.
    40. Mustak, Mekhail & Salminen, Joni & Plé, Loïc & Wirtz, Jochen, 2021. "Artificial intelligence in marketing: Topic modeling, scientometric analysis, and research agenda," Journal of Business Research, Elsevier, vol. 124(C), pages 389-404.
    41. Mandy Mok Kim Man & Lim Rui Yang, 2022. "The Future Prospect of Digital Marketing in the Malaysian Context," International Business Research, Canadian Center of Science and Education, vol. 15(1), pages 1-72, January.
    42. Duan, Wenjing & Gu, Bin & Whinston, Andrew B., 2008. "The dynamics of online word-of-mouth and product sales—An empirical investigation of the movie industry," Journal of Retailing, Elsevier, vol. 84(2), pages 233-242.
    43. Chrysanthos Dellarocas, 2003. "The Digitization of Word of Mouth: Promise and Challenges of Online Feedback Mechanisms," Management Science, INFORMS, vol. 49(10), pages 1407-1424, October.
    44. Jain, Ritu & Jain, Kokil & Behl, Abhishek & Pereira, Vijay & Del Giudice, Manlio & Vrontis, Demetris, 2022. "Mainstreaming fashion rental consumption: A systematic and thematic review of literature," Journal of Business Research, Elsevier, vol. 139(C), pages 1525-1539.
    45. Bone, Paula Fitzgerald, 1995. "Word-of-mouth effects on short-term and long-term product judgments," Journal of Business Research, Elsevier, vol. 32(3), pages 213-223, March.
    46. Yubo Chen & Jinhong Xie, 2008. "Online Consumer Review: Word-of-Mouth as a New Element of Marketing Communication Mix," Management Science, INFORMS, vol. 54(3), pages 477-491, March.
    47. Park, Jungkun & Hyun, Hyowon & Thavisay, Toulany, 2021. "A study of antecedents and outcomes of social media WOM towards luxury brand purchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    48. Chris Forman & Anindya Ghose & Batia Wiesenfeld, 2008. "Examining the Relationship Between Reviews and Sales: The Role of Reviewer Identity Disclosure in Electronic Markets," Information Systems Research, INFORMS, vol. 19(3), pages 291-313, September.
    49. Borghi, Matteo & Mariani, Marcello M., 2021. "Service robots in online reviews: Online robotic discourse," Annals of Tourism Research, Elsevier, vol. 87(C).
    50. Laor, Tal, 2022. "My social network: Group differences in frequency of use, active use, and interactive use on Facebook, Instagram and Twitter," Technology in Society, Elsevier, vol. 68(C).
    51. Fangfang Li & Jorma Larimo & Leonidas C. Leonidou, 2021. "Social media marketing strategy: definition, conceptualization, taxonomy, validation, and future agenda," Journal of the Academy of Marketing Science, Springer, vol. 49(1), pages 51-70, January.
    52. Belitski, Maksim & Rejeb, Nada, 2022. "Does open customer innovation model hold for family firms?," Journal of Business Research, Elsevier, vol. 145(C), pages 334-346.
    53. Filieri, Raffaele, 2015. "What makes online reviews helpful? A diagnosticity-adoption framework to explain informational and normative influences in e-WOM," Journal of Business Research, Elsevier, vol. 68(6), pages 1261-1270.
    54. Brown, Jacqueline Johnson & Reingen, Peter H, 1987. "Social Ties and Word-of-Mouth Referral Behavior," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(3), pages 350-362, December.
    55. Helen Inseng Duh, 2021. "Cosmetics interest and behaviour generated from social media advertising and e-WOM among female millennials," International Journal of Internet Marketing and Advertising, Inderscience Enterprises Ltd, vol. 15(5/6), pages 453-476.
    56. Agarwal, Reeti & Mehrotra, Ankit & Misra, Dheeraj, 2022. "Customer happiness as a function of perceived loyalty program benefits - A quantile regression approach," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    57. Elvira Ismagilova & Emma L. Slade & Nripendra P. Rana & Yogesh K. Dwivedi, 2020. "The Effect of Electronic Word of Mouth Communications on Intention to Buy: A Meta-Analysis," Information Systems Frontiers, Springer, vol. 22(5), pages 1203-1226, October.
    58. Alexander Maedche & Christine Legner & Alexander Benlian & Benedikt Berger & Henner Gimpel & Thomas Hess & Oliver Hinz & Stefan Morana & Matthias Söllner, 2019. "AI-Based Digital Assistants," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 61(4), pages 535-544, August.
    59. Chabowski, Brian R. & Hult, G. Tomas M. & Mena, Jeannette A., 2011. "The Retailing Literature as a Basis for Franchising Research: Using Intellectual Structure to Advance Theory," Journal of Retailing, Elsevier, vol. 87(3), pages 269-284.
    60. Marzena Czarnecka & Grzegorz Kinelski & Magdalena Stefańska & Mateusz Grzesiak & Borys Budka, 2022. "Social Media Engagement in Shaping Green Energy Business Models," Energies, MDPI, vol. 15(5), pages 1-19, February.
    61. Zhou, Shuang & Barnes, Liz & McCormick, Helen & Blazquez Cano, Marta, 2021. "Social media influencers’ narrative strategies to create eWOM: A theoretical contribution," International Journal of Information Management, Elsevier, vol. 59(C).
    62. Eija Kaasinen & Anu-Hanna Anttila & Päivi Heikkilä & Jari Laarni & Hanna Koskinen & Antti Väätänen, 2022. "Smooth and Resilient Human–Machine Teamwork as an Industry 5.0 Design Challenge," Sustainability, MDPI, vol. 14(5), pages 1-20, February.
    63. Ana Reyes-Menendez & Marisol B. Correia & Nelson Matos & Charlene Adap, 2020. "Understanding Online Consumer Behavior and eWOM Strategies for Sustainable Business Management in the Tourism Industry," Sustainability, MDPI, vol. 12(21), pages 1-14, October.
    64. Hollebeek, Linda D. & Macky, Keith, 2019. "Digital Content Marketing's Role in Fostering Consumer Engagement, Trust, and Value: Framework, Fundamental Propositions, and Implications," Journal of Interactive Marketing, Elsevier, vol. 45(C), pages 27-41.
    65. Yoonjae Bae & Jungyeon Choi & Munguljin Gantumur & Nayeon Kim, 2022. "Technology-Based Strategies for Online Secondhand Platforms Promoting Sustainable Retailing," Sustainability, MDPI, vol. 14(6), pages 1-37, March.
    66. Kent Baker, H. & Pandey, Nitesh & Kumar, Satish & Haldar, Arunima, 2020. "A bibliometric analysis of board diversity: Current status, development, and future research directions," Journal of Business Research, Elsevier, vol. 108(C), pages 232-246.
    67. Saleh Al-Omoush, Khaled & Orero-Blat, Maria & Ribeiro-Soriano, Domingo, 2021. "The role of sense of community in harnessing the wisdom of crowds and creating collaborative knowledge during the COVID-19 pandemic," Journal of Business Research, Elsevier, vol. 132(C), pages 765-774.
    68. Sparks, Beverley A. & Browning, Victoria, 2011. "The impact of online reviews on hotel booking intentions and perception of trust," Tourism Management, Elsevier, vol. 32(6), pages 1310-1323.
    69. Yi Luo & Xiaowei Xu, 2019. "Predicting the Helpfulness of Online Restaurant Reviews Using Different Machine Learning Algorithms: A Case Study of Yelp," Sustainability, MDPI, vol. 11(19), pages 1-17, September.
    70. Zollo, Lamberto & Filieri, Raffaele & Rialti, Riccardo & Yoon, Sukki, 2020. "Unpacking the relationship between social media marketing and brand equity: The mediating role of consumers’ benefits and experience," Journal of Business Research, Elsevier, vol. 117(C), pages 256-267.
    71. Merigó, José M. & Mas-Tur, Alicia & Roig-Tierno, Norat & Ribeiro-Soriano, Domingo, 2015. "A bibliometric overview of the Journal of Business Research between 1973 and 2014," Journal of Business Research, Elsevier, vol. 68(12), pages 2645-2653.
    72. Sook Fern Yeo & Cheng Ling Tan & Ajay Kumar & Kim Hua Tan & Jee Kit Wong, 2022. "Investigating the impact of AI-powered technologies on Instagrammers’ purchase decisions in digitalization era–A study of the fashion and apparel industry," Post-Print hal-03628402, HAL.
    73. Donthu, Naveen & Kumar, Satish & Pandey, Neeraj & Pandey, Nitesh & Mishra, Akanksha, 2021. "Mapping the electronic word-of-mouth (eWOM) research: A systematic review and bibliometric analysis," Journal of Business Research, Elsevier, vol. 135(C), pages 758-773.
    74. Dianxi Zhang & Asif Mahmood & Antonio Ariza-Montes & Alejandro Vega-Muñoz & Naveed Ahmad & Heesup Han & Muhammad Safdar Sial, 2021. "Exploring the Impact of Corporate Social Responsibility Communication through Social Media on Banking Customer E-WOM and Loyalty in Times of Crisis," IJERPH, MDPI, vol. 18(9), pages 1-14, April.
    75. Pradeep K. Chintagunta & Shyam Gopinath & Sriram Venkataraman, 2010. "The Effects of Online User Reviews on Movie Box Office Performance: Accounting for Sequential Rollout and Aggregation Across Local Markets," Marketing Science, INFORMS, vol. 29(5), pages 944-957, 09-10.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Zha, Dongmei & Marvi, Reza & Foroudi, Pantea, 2023. "Synthesizing the customer experience concept: A multimodularity approach," Journal of Business Research, Elsevier, vol. 167(C).
    2. Mahavarpour, Nasrin & Marvi, Reza & Foroudi, Pantea, 2023. "A Brief History of Service Innovation: The evolution of past, present, and future of service innovation," Journal of Business Research, Elsevier, vol. 160(C).
    3. Kumar, Sumit & Prakash, Gyan & Gupta, Bhumika & Cappiello, Giuseppe, 2023. "How e-WOM influences consumers' purchase intention towards private label brands on e-commerce platforms: Investigation through IAM (Information Adoption Model) and ELM (Elaboration Likelihood Model) M," Technological Forecasting and Social Change, Elsevier, vol. 187(C).
    4. Pantea Foroudi, 2023. "Conceptualizing, Measuring, and Managing Marketing Assets: Developing the Marketing Assets, Communication Focus, and Capability Nexus," Corporate Reputation Review, Palgrave Macmillan, vol. 26(3), pages 203-222, August.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Colmekcioglu, Nazan & Marvi, Reza & Foroudi, Pantea & Okumus, Fevzi, 2022. "Generation, susceptibility, and response regarding negativity: An in-depth analysis on negative online reviews," Journal of Business Research, Elsevier, vol. 153(C), pages 235-250.
    2. Yucheng Zhang & Zhiling Wang & Lin Xiao & Lijun Wang & Pei Huang, 2023. "Discovering the evolution of online reviews: A bibliometric review," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-22, December.
    3. Kick, Markus, 2015. "Social Media Research: A Narrative Review," EconStor Preprints 182506, ZBW - Leibniz Information Centre for Economics.
    4. King, Robert Allen & Racherla, Pradeep & Bush, Victoria D., 2014. "What We Know and Don't Know About Online Word-of-Mouth: A Review and Synthesis of the Literature," Journal of Interactive Marketing, Elsevier, vol. 28(3), pages 167-183.
    5. Rishikesh Bhaiswar & N. Meenakshi & Deepak Chawla, 2021. "Evolution of Electronic Word of Mouth: A Systematic Literature Review Using Bibliometric Analysis of 20 Years (2000–2020)," FIIB Business Review, , vol. 10(3), pages 215-231, September.
    6. Roma, Paolo & Aloini, Davide, 2019. "How does brand-related user-generated content differ across social media? Evidence reloaded," Journal of Business Research, Elsevier, vol. 96(C), pages 322-339.
    7. Nick Hajli, 2018. "Ethical Environment in the Online Communities by Information Credibility: A Social Media Perspective," Journal of Business Ethics, Springer, vol. 149(4), pages 799-810, June.
    8. Li Jie & Xue Wenyi & Yang Fang & Li Yakun, 2017. "An Integrated Research Framework for Effect of EWOM," Journal of Systems Science and Information, De Gruyter, vol. 5(4), pages 343-355, August.
    9. Marchand, André & Hennig-Thurau, Thorsten & Wiertz, Caroline, 2017. "Not all digital word of mouth is created equal: Understanding the respective impact of consumer reviews and microblogs on new product success," International Journal of Research in Marketing, Elsevier, vol. 34(2), pages 336-354.
    10. Floyd, Kristopher & Freling, Ryan & Alhoqail, Saad & Cho, Hyun Young & Freling, Traci, 2014. "How Online Product Reviews Affect Retail Sales: A Meta-analysis," Journal of Retailing, Elsevier, vol. 90(2), pages 217-232.
    11. Ana Babić Rosario & Kristine Valck & Francesca Sotgiu, 2020. "Conceptualizing the electronic word-of-mouth process: What we know and need to know about eWOM creation, exposure, and evaluation," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 422-448, May.
    12. Koji Ishida & Lisa Slevitch & Katia Siamionava, 2016. "The Effects of Traditional and Electronic Word-of-Mouth on Destination Image: A Case of Vacation Tourists Visiting Branson, Missouri," Administrative Sciences, MDPI, vol. 6(4), pages 1-17, September.
    13. Zheng, Lili, 2021. "The classification of online consumer reviews: A systematic literature review and integrative framework," Journal of Business Research, Elsevier, vol. 135(C), pages 226-251.
    14. Khim-Yong Goh & Cheng-Suang Heng & Zhijie Lin, 2013. "Social Media Brand Community and Consumer Behavior: Quantifying the Relative Impact of User- and Marketer-Generated Content," Information Systems Research, INFORMS, vol. 24(1), pages 88-107, March.
    15. Agnieszka Zablocki & Bodo Schlegelmilch & Michael J. Houston, 2019. "How valence, volume and variance of online reviews influence brand attitudes," AMS Review, Springer;Academy of Marketing Science, vol. 9(1), pages 61-77, June.
    16. Błoński Krzysztof, 2023. "Analysis of Citations and Co-Citations of the Term ‘Word of Mouth’ Based on Publications in the Field of Social Sciences," Marketing of Scientific and Research Organizations, Sciendo, vol. 28(2), pages 111-133, June.
    17. Hernández-Ortega, Blanca, 2020. "When the performance comes into play: The influence of positive online consumer reviews on individuals' post-consumption responses," Journal of Business Research, Elsevier, vol. 113(C), pages 422-435.
    18. Zhen Li & Fangzhou Li & Jing Xiao & Zhi Yang, 2020. "Topic Features in Negative Customer Reviews: Evidence Based on Text Data Mining," The Review of Socionetwork Strategies, Springer, vol. 14(1), pages 19-40, April.
    19. (Kay) Byun, Kyung-ah & Ma, Minghui & Kim, Kevin & Kang, Taeghyun, 2021. "Buying a New Product with Inconsistent Product Reviews from Multiple Sources: The Role of Information Diagnosticity and Advertising," Journal of Interactive Marketing, Elsevier, vol. 55(C), pages 81-103.
    20. Nieto, Jannine & Hernández-Maestro, Rosa M. & Muñoz-Gallego, Pablo A., 2014. "Marketing decisions, customer reviews, and business performance: The use of the Toprural website by Spanish rural lodging establishments," Tourism Management, Elsevier, vol. 45(C), pages 115-123.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:149:y:2022:i:c:p:663-689. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.