The role of social motivations, ability, and opportunity in online know-how exchanges: evidence from the airline services industry
Author
Abstract
Suggested Citation
DOI: 10.1007/s11628-013-0224-8
Download full text from publisher
As the access to this document is restricted, you may want to search for a different version of it.
References listed on IDEAS
- 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.
- David Godes & Dina Mayzlin, 2009. "Firm-Created Word-of-Mouth Communication: Evidence from a Field Test," Marketing Science, INFORMS, vol. 28(4), pages 721-739, 07-08.
- Gershoff, Andrew D & Broniarczyk, Susan M & West, Patricia M, 2001. "Recommendation or Evaluation? Task Sensitivity in Information," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 28(3), pages 418-438, December.
- 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.
- Xiang, Zheng & Gretzel, Ulrike, 2010. "Role of social media in online travel information search," Tourism Management, Elsevier, vol. 31(2), pages 179-188.
- Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
- Richard P. Bagozzi & Utpal M. Dholakia, 2006. "Open Source Software User Communities: A Study of Participation in Linux User Groups," Management Science, INFORMS, vol. 52(7), pages 1099-1115, July.
- Sang Kim & Kyung Yang & Jae Kim, 2009. "Finding critical success factors for virtual community marketing," Service Business, Springer;Pan-Pacific Business Association, vol. 3(2), pages 149-171, June.
- Batra, Rajeev & Ray, Michael L, 1986. "Situational Effects of Advertising Repetition: The Moderating Influence of Motivation, Ability, and Opportunity to Respond," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 12(4), pages 432-445, March.
Citations
Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
Cited by:
- Youjae Yi & Seo Young Kim, 2017. "The role of other customers during self-service technology failure," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 695-715, December.
- Laura Lucia-Palacios & Victoria Bordonoba-Juste & Raúl Pérez-López, 2021. "Consumer-to-consumer reselling adoption among European countries: differences between old and young millennials," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 253-279, June.
- Beatriz Moliner-Velázquez & Maria Fuentes-Blasco & Irene Gil-Saura, 2021. "Segmenting customers according to online word-of-mouth about hotels," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 103-130, March.
- Mercy Mpinganjira, 2019. "Willingness to reciprocate in virtual health communities: the role of social capital, gratitude and indebtedness," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 269-287, June.
- Hur, Kyungsuk & Kim, Taegoo Terry & Karatepe, Osman M. & Lee, Gyehee, 2017. "An exploration of the factors influencing social media continuance usage and information sharing intentions among Korean travellers," Tourism Management, Elsevier, vol. 63(C), pages 170-178.
- Ana B. Casado-Díaz & Leonor M. Pérez-Naranjo & Ricardo Sellers-Rubio, 2017. "Aggregate consumer ratings and booking intention: the role of brand image," Service Business, Springer;Pan-Pacific Business Association, vol. 11(3), pages 543-562, September.
- Augusto, Mário & Godinho, Pedro & Torres, Pedro, 2019. "Building customers’ resilience to negative information in the airline industry," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 235-248.
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.- 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.
- 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.
- Kaushik Mukerjee, 2018. "The impact of brand experience, service quality and perceived value on word of mouth of retail bank customers: investigating the mediating effect of loyalty," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 23(1), pages 12-24, March.
- Kick, Markus, 2015. "Social Media Research: A Narrative Review," EconStor Preprints 182506, ZBW - Leibniz Information Centre for Economics.
- Gavin L. Fox & Stephen J. Lind, 2020. "A framework for viral marketing replication and mutation," AMS Review, Springer;Academy of Marketing Science, vol. 10(3), pages 206-222, December.
- Sharma, Mahak & Antony, Rose & Sehrawat, Rajat & Cruz, Angel Contreras & Daim, Tugrul U., 2022. "Exploring post-adoption behaviors of e-service users: Evidence from the hospitality sector /online travel services," Technology in Society, Elsevier, vol. 68(C).
- Inyoung Chae & Andrew T. Stephen & Yakov Bart & Dai Yao, 2017. "Spillover Effects in Seeded Word-of-Mouth Marketing Campaigns," Marketing Science, INFORMS, vol. 36(1), pages 89-104, January.
- Maise Soares Pereira & Ivan Lapuente Garrido & Celso Augusto de Matos, 2015. "Firm-Created Word-of-Mouth Recommendation: is it Also Worthwhile?," Brazilian Business Review, Fucape Business School, vol. 12(3), pages 91-118, May.
- Ziad Abdelmoety & Spiros Gounaris, 2015. "Exporting B2B Solutions: The Impact and Contribution of Using Social Media," Athens Journal of Business & Economics, Athens Institute for Education and Research (ATINER), vol. 1(1), pages 23-40, January.
- Hsu, Liwu & Lawrence, Benjamin, 2016. "The role of social media and brand equity during a product recall crisis: A shareholder value perspective," International Journal of Research in Marketing, Elsevier, vol. 33(1), pages 59-77.
- 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.
- Liu, Zhiwei & Park, Sangwon, 2015. "What makes a useful online review? Implication for travel product websites," Tourism Management, Elsevier, vol. 47(C), pages 140-151.
- Sheng, Jie, 2019. "Being Active in Online Communications: Firm Responsiveness and Customer Engagement Behaviour," Journal of Interactive Marketing, Elsevier, vol. 46(C), pages 40-51.
- Sebastian Schneider & Frank Huber, 2022. "You paid what!? Understanding price-related word-of-mouth and price perception among opinion leaders and innovators," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 21(1), pages 64-80, February.
- Abeer A. Mahrous & Abdelhamid K. Abdelmaaboud, 2017. "Antecedents of participation in online brand communities and their purchasing behavior consequences," Service Business, Springer;Pan-Pacific Business Association, vol. 11(2), pages 229-251, June.
- Jansen, Nora & Hinz, Oliver, 2022. "Inferring opinion leadership from digital footprints," Journal of Business Research, Elsevier, vol. 139(C), pages 1123-1137.
- Chowdhury, Nasif, 2016. "The Impact of Electronic Word-of-Mouth on Consumers’ Purchase Intentions in Bangladesh Telecommunication Industry," EconStor Preprints 142747, ZBW - Leibniz Information Centre for Economics.
- Benoit, Sabine & Hogreve, Jens & Sichtmann, Christina & Bilstein, Nicola, 2019. "Professionalism Kills the Trading Star: Explaining Member Participation in Trading Communities," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 3(2), pages 54-65.
- Hautz, Julia & Füller, Johann & Hutter, Katja & Thürridl, Carina, 2014. "Let Users Generate Your Video Ads? The Impact of Video Source and Quality on Consumers' Perceptions and Intended Behaviors," Journal of Interactive Marketing, Elsevier, vol. 28(1), pages 1-15.
- Colleen M. Harmeling & Jordan W. Moffett & Mark J. Arnold & Brad D. Carlson, 2017. "Toward a theory of customer engagement marketing," Journal of the Academy of Marketing Science, Springer, vol. 45(3), pages 312-335, May.
More about this item
Keywords
Word-of-mouth; Travel services; Motivation–opportunity–ability framework; Social networking sites; Social interaction utility;All these keywords.
Statistics
Access and download statisticsCorrections
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:spr:svcbiz:v:9:y:2015:i:2:p:209-232. 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: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .
Please note that corrections may take a couple of weeks to filter through the various RePEc services.