Determinants of Customers' eWOM Behaviour - A System Success Perspective

Consumers are both eWOM receivers as well as generators. Despite extant literatures on eWOM adoption and generation research, little research focused on eWOM communication from a system perspective. This research examined eWOM adoption and generation behaviour using the IS success approach by including three dimensions of quality perception of travel review websites, namely information quality, system quality, and social quality. The proposed research model is tested with empirical data from 204 respondents who have both used and generated eWOM. The findings indicate that, information quality (completeness), system quality (reliability), and social quality (social interaction) all exert significant effect on travellers’ eWOM use behaviour. System quality (integration, reliability), and social quality (social presence, social interaction) are important predictors for travellers’ eWOM generation behaviour.

[1]  Ephraim R. McLean,et al.  Information Systems Success: The Quest for the Independent Variables , 2013, J. Manag. Inf. Syst..

[2]  C. Fornell,et al.  Evaluating structural equation models with unobservable variables and measurement error. , 1981 .

[3]  Dianne Cyr,et al.  The role of social presence in establishing loyalty in e-Service environments , 2007, Interact. Comput..

[4]  Raffaele Filieri,et al.  Antecedents of Knowledge Sourcing and Reuse from a Knowledge Repository in the Virtual Product Prototyping: The Role of Knowledge and System Quality Dimensions , 2016 .

[5]  Ana María Munar,et al.  Motivations for sharing tourism experiences through social media , 2014 .

[6]  Choon-Ling Sia,et al.  Is This Review Believable? A Study of Factors Affecting the Credibility of Online Consumer Reviews from an ELM Perspective , 2012, J. Assoc. Inf. Syst..

[7]  Izak Benbasat,et al.  Integrating Service Quality with System and Information Quality: An Empirical Test in the E-Service Context , 2013, MIS Q..

[8]  Ephraim R. McLean,et al.  Measuring information systems success: models, dimensions, measures, and interrelationships , 2008, Eur. J. Inf. Syst..

[9]  A. Alexandrov,et al.  The effects of social- and self-motives on the intentions to share positive and negative word of mouth , 2013 .

[10]  Cristiana Raquel Lages,et al.  Drivers of in‐group and out‐of‐group electronic word‐of‐mouth (eWOM) , 2013 .

[11]  Shu-Chuan Chu,et al.  Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites , 2011 .

[12]  S. Nambisan,et al.  Interactions in virtual customer environments: Implications for product support and customer relationship management , 2007 .

[13]  Jason Ho,et al.  Viral marketing: Motivations to forward online content , 2010 .

[14]  Chrysanthos Dellarocas,et al.  Are Consumers More Likely to Contribute Online Reviews for Hit or Niche Products? , 2010, J. Manag. Inf. Syst..

[15]  Ephraim R. McLean,et al.  The DeLone and McLean Model of Information Systems Success: A Ten-Year Update , 2003, J. Manag. Inf. Syst..

[16]  Fred Bronner,et al.  Vacationers and eWOM: Who Posts, and Why, Where, and What? , 2011 .

[17]  Rajan Varadarajan,et al.  Interactivity in the electronic marketplace: An exposition of the concept and implications for research , 2005 .

[18]  Raffaele Filieri,et al.  E-WOM and Accommodation , 2014 .

[19]  Gregory B. Northcraft,et al.  To be or not to be trusted: The influence of media richness on defection and deception , 2008 .

[20]  M. Lynne Markus,et al.  Technology-Shaping Effects of E-Collaboration Technologies: Bugs and Features , 2005, Int. J. e Collab..

[21]  Dimple R. Thadani,et al.  The impact of electronic word-of-mouth communication: A literature analysis and integrative model , 2012, Decis. Support Syst..

[22]  J. Chiou,et al.  How Much can you Trust Online Information? Cues for Perceived Trustworthiness of Consumer-generated Online Information , 2011 .

[23]  Barbara Wixom,et al.  Antecedents of Information and System Quality: An Empirical Examination Within the Context of Data Warehousing , 2005, J. Manag. Inf. Syst..

[24]  Chang-Hoan Cho,et al.  INTERNET USES AND GRATIFICATIONS: A Structural Equation Model of Interactive Advertising , 2005 .

[25]  Ephraim R. McLean,et al.  Information Systems Success: The Quest for the Dependent Variable , 1992, Inf. Syst. Res..

[26]  Fraser McLeay,et al.  Consumer perceptions of online reviews helpfulness , 2016 .

[27]  Kexin Zhao,et al.  The impacts of information quality and system quality on users' continuance intention in information-exchange virtual communities: An empirical investigation , 2013, Decis. Support Syst..

[28]  Dwayne D. Gremler,et al.  Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? , 2004 .

[29]  Bin Gu,et al.  An investigation of information sharing and seeking behaviors in online investment communities , 2014, Comput. Hum. Behav..

[30]  Brandon Van Der Heide,et al.  A social network as information: The effect of system generated reports of connectedness on credibility on Twitter , 2012, Comput. Hum. Behav..

[31]  Ephraim R. McLean,et al.  Measuring e-Commerce Success: Applying the DeLone & McLean Information Systems Success Model , 2004, Int. J. Electron. Commer..

[32]  Stephanie Watts,et al.  Capitalizing on Content: Information Adoption in Two Online communities , 2008, J. Assoc. Inf. Syst..

[33]  Matthew K. O. Lee,et al.  The impact of electronic word-of-mouth: The adoption of online opinions in online customer communities , 2008, Internet Res..

[34]  Stephanie Watts,et al.  Informational Influence in Organizations: An Integrated Approach to Knowledge Adoption , 2003, Inf. Syst. Res..

[35]  Matthew K. O. Lee,et al.  Examining the influence of online reviews on consumers' decision-making: A heuristic-systematic model , 2014, Decis. Support Syst..

[36]  Barbara H Wixom,et al.  A Theoretical Integration of User Satisfaction and Technology Acceptance , 2005, Inf. Syst. Res..

[37]  Gilad Ravid,et al.  Information overload and the message dynamics of online interaction spaces: a theoretical model and empirical exploration , 2004, IEEE Engineering Management Review.

[38]  David Gefen,et al.  Managing User Trust in B2C e-Services , 2003 .

[39]  Raffaele Filieri.  What makes online reviews helpful? A diagnosticity-adoption framework to explain informational and normative influences in e-WOM , 2015 .

[40]  Shalom Levy,et al.  Antecedents of attitudes toward eWOM communication: differences across channels , 2016, Internet Res..