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The relationship between electronic word-of-mouth motivations and message characteristics: The sender’s perspective

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  • Yap, Kenneth B.
  • Soetarto, Budi
  • Sweeney, Jillian C.

Abstract

This study investigates how particular motivations are associated with different eWOM message characteristics. This is examined from the sender’s perspective in both positive and negative eWOM contexts. Responses from a sample of 201 consumers who had posted an online message about a financial service in the last 12months were collected through an online survey. Results showed that cognitive and affective characteristics of messages were linked to different motivations to engage in eWOM, which further differed across positive and negative messages. Managers should encourage consumers to share more positive factual information and sort online reviews based on the subject matter, rather than just the positivity of a message.

Suggested Citation

  • Yap, Kenneth B. & Soetarto, Budi & Sweeney, Jillian C., 2013. "The relationship between electronic word-of-mouth motivations and message characteristics: The sender’s perspective," Australasian marketing journal, Elsevier, vol. 21(1), pages 66-74.
    • Handle: RePEc:eee:aumajo:v:21:y:2013:i:1:p:66-74
    DOI: 10.1016/j.ausmj.2012.09.001
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    Cited by:

    1. Khalili Nasr, Arash & Doosti, Shabnam & Ghaderi Kangavari, Sadegh, 2016. "Investigating the Effect of the Perceived Value of Banking Services on the Key Indicators of Consumer Behavior," Journal of Money and Economy, Monetary and Banking Research Institute, Central Bank of the Islamic Republic of Iran, vol. 11(3), pages 267-281, July.
    2. Previte, Josephine & Russell-Bennett, Rebekah & Mulcahy, Rory & Hartel, Charmine, 2019. "The role of emotional value for reading and giving eWOM in altruistic services," Journal of Business Research, Elsevier, vol. 99(C), pages 157-166.
    3. Koller, Monika & Floh, Arne & Zauner, Alexander & Rusch, Thomas, 2013. "Persuasibility and the self – Investigating heterogeneity among consumers," Australasian marketing journal, Elsevier, vol. 21(2), pages 94-104.
    4. Elvira Ismagilova & Emma L. Slade & Nripendra P. Rana & Yogesh K. Dwivedi, 0. "The Effect of Electronic Word of Mouth Communications on Intention to Buy: A Meta-Analysis," Information Systems Frontiers, Springer, vol. 0, pages 1-24.
    5. Chul Woo Yoo, 2020. "An Exploration of the Role of Service Recovery in Negative Electronic Word-of-Mouth Management," Information Systems Frontiers, Springer, vol. 22(3), pages 719-734, June.
    6. Nahit Erdem KÖKER & Deniz MADEN & Özgür KÖSEOĞLU, 2019. "Tüketicilerin Sosyal Ağlarda Markalarla Bağ Kurması Elektronik Ağızdan Ağıza İletişimlerini Nasıl Etkiliyor?," Istanbul Business Research, Istanbul University Business School, vol. 48(2), pages 284-312, November.
    7. 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.
    8. Casidy, Riza, 2014. "The role of perceived market orientation in the higher education sector," Australasian marketing journal, Elsevier, vol. 22(2), pages 155-163.
    9. Jansen, Thomas & Moura, Francisco Tigre, 2024. "WOM, eWOM and WOMachine: The evolution of consumer recommendations through a systematic review of 194 studies," IU Discussion Papers - Marketing & Communication 3 (Juni 2024), IU International University of Applied Sciences.
    10. Wang, Yichuan & Yu, Chiahui, 2017. "Social interaction-based consumer decision-making model in social commerce: The role of word of mouth and observational learning," International Journal of Information Management, Elsevier, vol. 37(3), pages 179-189.

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