IDEAS home Printed from https://ideas.repec.org/a/eee/tefoso/v205y2024ics0040162524002683.html
   My bibliography  Save this article

Technological transformation: The importance of E-WOM and perceived privacy in the context of opinion platforms

Author

Listed:
  • Gelashvili, Vera
  • Martínez-Navalón, Juan Gabriel
  • DeMatos, Nelson
  • de Brito Correia, Marisol

Abstract

Opinion platforms are the result of technological advances that have increased the importance for users to check other users' opinions about products and services before making a purchase. The aim of this research paper is twofold: (i) to analyse whether there is a direct and positive relationship between the privacy of Google Maps users and variables such as satisfaction and trust, and (ii) whether the E-WOM of Google Maps is related to the satisfaction and trust of its users. To achieve the objectives of the study, a questionnaire was collected from users of Google Maps reviews in Spain. A total of 375 valid responses were analysed using PLS-SEM methodology. In particular, structural model analysis was used for the formative and reflective variables. This study sheds new light on opinion platforms and their usefulness for efficient business management, as well as specifying the importance of user privacy for their satisfaction. The importance of E-WOM for user satisfaction, trust and privacy is emphasised. The findings underline the importance of technological advances for different stakeholders and society. This study reduces the gap in the usefulness of opinion platforms, especially Google Maps, and contributes to the academic literature on the variables studied.

Suggested Citation

  • Gelashvili, Vera & Martínez-Navalón, Juan Gabriel & DeMatos, Nelson & de Brito Correia, Marisol, 2024. "Technological transformation: The importance of E-WOM and perceived privacy in the context of opinion platforms," Technological Forecasting and Social Change, Elsevier, vol. 205(C).
    • Handle: RePEc:eee:tefoso:v:205:y:2024:i:c:s0040162524002683
    DOI: 10.1016/j.techfore.2024.123472
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0040162524002683
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.techfore.2024.123472?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. Guanghua Han & Simin Yan, 2019. "Does Food Safety Risk Perception Affect the Public’s Trust in Their Government? An Empirical Study on a National Survey in China," IJERPH, MDPI, vol. 16(11), pages 1-15, May.
    2. Mellinas, Juan Pedro & Martínez María-Dolores, Soledad-María & Bernal García, Juan Jesús, 2015. "Booking.com: The unexpected scoring system," Tourism Management, Elsevier, vol. 49(C), pages 72-74.
    3. Hair, Joe F. & Howard, Matt C. & Nitzl, Christian, 2020. "Assessing measurement model quality in PLS-SEM using confirmatory composite analysis," Journal of Business Research, Elsevier, vol. 109(C), pages 101-110.
    4. Chen, Maozhi & Sinha, Avik & Hu, Kexiang & Shah, Muhammad Ibrahim, 2021. "Impact of technological innovation on energy efficiency in industry 4.0 era: Moderation of shadow economy in sustainable development," Technological Forecasting and Social Change, Elsevier, vol. 164(C).
    5. Banerjee, Snehasish & Chua, Alton Y.K., 2016. "In search of patterns among travellers' hotel ratings in TripAdvisor," Tourism Management, Elsevier, vol. 53(C), pages 125-131.
    6. Bigne, Enrique & Chatzipanagiotou, Kalliopi & Ruiz, Carla, 2020. "Pictorial content, sequence of conflicting online reviews and consumer decision-making: The stimulus-organism-response model revisited," Journal of Business Research, Elsevier, vol. 115(C), pages 403-416.
    7. Olayinka Olasumbo Afolabi & Ali Ozturen & Mustafa Ilkan, 2021. "Effects of privacy concern, risk, and information control in a smart tourism destination," Economic Research-Ekonomska Istraživanja, Taylor & Francis Journals, vol. 34(1), pages 3119-3138, January.
    8. R. Chumpitaz & N. Paparoidamis, 2007. "Service quality, relationship satisfaction, trust, commitment, and business-to-business loyalty," Post-Print hal-00199063, HAL.
    9. Nischay Kumar Upamannyu & Sneha Rajput & S. S. Bhakar, 2023. "Antecedents of Customer Loyalty and Word of Mouth: A Study on Consumer Durables in Emerging Economies," FIIB Business Review, , vol. 12(4), pages 439-458, December.
    10. Assaf, A. George & Tsionas, Mike & Oh, Haemoon, 2018. "The time has come: Toward Bayesian SEM estimation in tourism research," Tourism Management, Elsevier, vol. 64(C), pages 98-109.
    11. Mohamed Boukherouk & Rachid Ed-dali & Youness Dbibirha, 2020. "Sharing Tourism and Its Impact on Hospitality Management in Essaouira: Analysis of the Evolution of Booking.com and Airbnb," Springer Proceedings in Business and Economics, in: Vicky Katsoni & Thanasis Spyriadis (ed.), Cultural and Tourism Innovation in the Digital Era, pages 145-159, Springer.
    12. Tran, Gina A. & Strutton, David, 2020. "Comparing email and SNS users: Investigating e-servicescape, customer reviews, trust, loyalty and E-WOM," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    13. Nascimento, Bruno & Oliveira, Tiago & Tam, Carlos, 2018. "Wearable technology: What explains continuance intention in smartwatches?," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 157-169.
    14. Mariani, Marcello M. & Nambisan, Satish, 2021. "Innovation Analytics and Digital Innovation Experimentation: The Rise of Research-driven Online Review Platforms," Technological Forecasting and Social Change, Elsevier, vol. 172(C).
    15. David B. Audretsch & Georg M. Eichler & Erich J. Schwarz, 2022. "Emerging needs of social innovators and social innovation ecosystems," International Entrepreneurship and Management Journal, Springer, vol. 18(1), pages 217-254, March.
    16. Chen, Shih-Chih & Lin, Chieh-Peng, 2019. "Understanding the effect of social media marketing activities: The mediation of social identification, perceived value, and satisfaction," Technological Forecasting and Social Change, Elsevier, vol. 140(C), pages 22-32.
    17. Demiray, Melek & Burnaz, Sebnem, 2019. "Exploring the impact of brand community identification on Facebook: Firm-directed and self-directed drivers," Journal of Business Research, Elsevier, vol. 96(C), pages 115-124.
    18. Xiang, Zheng & Du, Qianzhou & Ma, Yufeng & Fan, Weiguo, 2017. "A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism," Tourism Management, Elsevier, vol. 58(C), pages 51-65.
    19. Juan Gabriel Martínez-Navalón & Vera Gelashvili & José Ramón Saura, 2020. "The Impact of Environmental Social Media Publications on User Satisfaction with and Trust in Tourism Businesses," IJERPH, MDPI, vol. 17(15), pages 1-17, July.
    20. Martin Gellerstedt & T. Arvemo, 2019. "The impact of word of mouth when booking a hotel: could a good friend’s opinion outweigh the online majority?," Information Technology & Tourism, Springer, vol. 21(3), pages 289-311, September.
    21. Abhishek Tandon & Aakash Aakash & Anu G. Aggarwal, 2020. "Impact of EWOM, website quality, and product satisfaction on customer satisfaction and repurchase intention: moderating role of shipping and handling," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 11(2), pages 349-356, July.
    22. Appio, Francesco Paolo & Lima, Marcos & Paroutis, Sotirios, 2019. "Understanding Smart Cities: Innovation ecosystems, technological advancements, and societal challenges," Technological Forecasting and Social Change, Elsevier, vol. 142(C), pages 1-14.
    23. Saura, Jose Ramon & Ribeiro-Soriano, Domingo & Palacios-Marqués, Daniel, 2021. "From user-generated data to data-driven innovation: A research agenda to understand user privacy in digital markets," International Journal of Information Management, Elsevier, vol. 60(C).
    24. Ashley S. Otto & David M. Szymanski & Rajan Varadarajan, 2020. "Customer satisfaction and firm performance: insights from over a quarter century of empirical research," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 543-564, May.
    25. Sun, Yang & Gonzalez-Jimenez, Hector & Wang, Shenghui, 2021. "Examining the relationships between e-WOM, consumer ethnocentrism and brand equity," Journal of Business Research, Elsevier, vol. 130(C), pages 564-573.
    26. Appio, Francesco Paolo & Lima, Marcos & Paroutis, Sotirios, 2019. "Understanding Smart Cities: Innovation ecosystems, technological advancements, and societal challenges," Technological Forecasting and Social Change, Elsevier, vol. 142(C), pages 1-14.
    27. Cachón-Rodríguez, Gabriel & Blanco-González, Alicia & Prado-Román, Camilo & Del-Castillo-Feito, Cristina, 2022. "How sustainable human resources management helps in the evaluation and planning of employee loyalty and retention: Can social capital make a difference?," Evaluation and Program Planning, Elsevier, vol. 95(C).
    28. Kim, Yeolib & Kim, Seung Hyun & Peterson, Robert A. & Choi, Jeonghye, 2023. "Privacy concern and its consequences: A meta-analysis," Technological Forecasting and Social Change, Elsevier, vol. 196(C).
    29. Saura, José Ramón & Palacios-Marqués, Daniel & Iturricha-Fernández, Agustín, 2021. "Ethical design in social media: Assessing the main performance measurements of user online behavior modification," Journal of Business Research, Elsevier, vol. 129(C), pages 271-281.
    30. Pang, Hua & Qiao, Yuxin & Zhang, Kaige, 2024. "Modeling pathway linking mobile social media intensity to attitude towards electronic word-of-mouth and engagement: The significant role of social trust and perceived homophily," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    31. 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.
    32. Tatiana David-Negre & Arminda Almedida-Santana & Juan M. Hernández & Sergio Moreno-Gil, 2018. "Understanding European tourists’ use of e-tourism platforms. Analysis of networks," Information Technology & Tourism, Springer, vol. 20(1), pages 131-152, December.
    Full references (including those not matched with items on IDEAS)

    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. Nieves-Pavón, Sergio & López-Mosquera, Natalia & Jiménez-Naranjo, Héctor, 2023. "The factors influencing STD through SOR theory," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    2. Ibrahim Mutambik & Abdullah Almuqrin & Fawaz Alharbi & Majed Abusharhah, 2023. "How to Encourage Public Engagement in Smart City Development—Learning from Saudi Arabia," Land, MDPI, vol. 12(10), pages 1-16, September.
    3. Filippo Corsini & Rafael Laurenti & Franziska Meinherz & Francesco Paolo Appio & Luca Mora, 2019. "The Advent of Practice Theories in Research on Sustainable Consumption: Past, Current and Future Directions of the Field," Sustainability, MDPI, vol. 11(2), pages 1-19, January.
    4. Shami, Mohammad Reza & Rad, Vahid Bigdeli & Moinifar, Maryam, 2022. "The structural model of indicators for evaluating the quality of urban smart living," Technological Forecasting and Social Change, Elsevier, vol. 176(C).
    5. Anthea van der Hoogen & Ifeoluwapo Fashoro & Andre P. Calitz & Lamla Luke, 2024. "A Digital Transformation Framework for Smart Municipalities," Sustainability, MDPI, vol. 16(3), pages 1-28, February.
    6. Yang, Zhen & Gao, Weijun & Han, Qing & Qi, Liyan, 2024. "Aggravating or alleviating? Smart city construction and urban inequality in China," Technology in Society, Elsevier, vol. 77(C).
    7. Kajikawa, Yuya & Mejia, Cristian & Wu, Mengjia & Zhang, Yi, 2022. "Academic landscape of Technological Forecasting and Social Change through citation network and topic analyses," Technological Forecasting and Social Change, Elsevier, vol. 182(C).
    8. Richard Hu, 2019. "The State of Smart Cities in China: The Case of Shenzhen," Energies, MDPI, vol. 12(22), pages 1-18, November.
    9. Bencsik, Barbara & Palmié, Maximilian & Parida, Vinit & Wincent, Joakim & Gassmann, Oliver, 2023. "Business models for digital sustainability: Framework, microfoundations of value capture, and empirical evidence from 130 smart city services," Journal of Business Research, Elsevier, vol. 160(C).
    10. El Barachi, May & Salim, Taghreed Abu & Nyadzayo, Munyaradzi W. & Mathew, Sujith & Badewi, Amgad & Amankwah-Amoah, Joseph, 2022. "The relationship between citizen readiness and the intention to continuously use smart city services: Mediating effects of satisfaction and discomfort," Technology in Society, Elsevier, vol. 71(C).
    11. Ginevra Balletto & Mara Ladu & Federico Camerin & Emilio Ghiani & Jacopo Torriti, 2022. "More Circular City in the Energy and Ecological Transition: A Methodological Approach to Sustainable Urban Regeneration," Sustainability, MDPI, vol. 14(22), pages 1-18, November.
    12. Barrutia, Jose M. & Echebarria, Carmen & Aguado-Moralejo, Itziar & Apaolaza-Ibáñez, Vanessa & Hartmann, Patrick, 2022. "Leading smart city projects: Government dynamic capabilities and public value creation," Technological Forecasting and Social Change, Elsevier, vol. 179(C).
    13. Hazel Si Min Lim & Araz Taeihagh, 2019. "Algorithmic Decision-Making in AVs: Understanding Ethical and Technical Concerns for Smart Cities," Sustainability, MDPI, vol. 11(20), pages 1-28, October.
    14. Kusumastuti, Ratih Dyah & Nurmala, N. & Rouli, Juliana & Herdiansyah, Herdis, 2022. "Analyzing the factors that influence the seeking and sharing of information on the smart city digital platform: Empirical evidence from Indonesia," Technology in Society, Elsevier, vol. 68(C).
    15. Mohammed Balfaqih & Soltan Abed Alharbi, 2022. "Associated Information and Communication Technologies Challenges of Smart City Development," Sustainability, MDPI, vol. 14(23), pages 1-27, December.
    16. Adam Przybyłowski & Agnieszka Kałaska & Piotr Przybyłowski, 2022. "Quest for a Tool Measuring Urban Quality of Life: ISO 37120 Standard Sustainable Development Indicators," Energies, MDPI, vol. 15(8), pages 1-17, April.
    17. Zhimin Zhou & Yucheng Wang & Yaqin Zheng & Shixiong Liu, 2023. "Effects of brand community social responsibility: roles of collective self-esteem and altruism," Journal of Brand Management, Palgrave Macmillan, vol. 30(4), pages 347-366, July.
    18. Fang Zhao & Catherine Prentice & Joseph Wallis & Arvind Patel & Marie-France Waxin, 2020. "An integrative study of the implications of the rise of coworking spaces in smart cities," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 8(2), pages 467-486, December.
    19. Ali Cheshmehzangi & Andrew Flynn & May Tan-Mullins & Linjun Xie & Wu Deng & Eugenio Mangi & Weixuan Chen, 2021. "From Eco-Urbanism to Eco-Fusion: An Augmented Multi-Scalar Framework in Sustainable Urbanism," Sustainability, MDPI, vol. 13(4), pages 1-22, February.
    20. Nicos Komninos & Christina Kakderi & Luca Mora & Anastasia Panori & Elena Sefertzi, 2022. "Towards High Impact Smart Cities: a Universal Architecture Based on Connected Intelligence Spaces," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 13(2), pages 1169-1197, June.

    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:tefoso:v:205:y:2024:i:c:s0040162524002683. 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.sciencedirect.com/science/journal/00401625 .

    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.