{"title":"Effects of service attributes and competition on electronic word of mouth: an elaboration likelihood perspective.","authors":"Jianing Hao, Xiaoling Hao, Zejin Tian, Yu Wang, Daqing Zheng","doi":"10.1007/s10799-023-00403-0","DOIUrl":null,"url":null,"abstract":"<p><p>The management of electronic word of mouth (eWOM) is critical in e-commerce. In this study, on the basis of the elaboration likelihood model (ELM), we constructed a model of factors influencing eWOM by dividing merchants' attributes into the central and peripheral routes, which correspond to consumers' systematic and heuristic cognitive modes respectively. We then tested the developed model by using a cross-sectional data set. The results of this study indicate that the degree of competition faced by merchants has a significant negative association with eWOM. Moreover, price level and location moderate the relationship between competition and eWOM. The services of reservation and group buying have positive associations with eWOM. This research has three main contributions. First, we explored the effect of competition on eWOM. Second, we validated the feasibility of applying the ELM to the catering industry by dividing merchant attributes into the central and peripheral routes; this approach is consistent with systematic and heuristic cognitive theories. Finally, this research provides practical suggestions for eWOM management in the catering industry.</p>","PeriodicalId":46884,"journal":{"name":"Information Technology & Management","volume":" ","pages":"1-13"},"PeriodicalIF":2.3000,"publicationDate":"2023-06-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10250856/pdf/","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Information Technology & Management","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1007/s10799-023-00403-0","RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"INFORMATION SCIENCE & LIBRARY SCIENCE","Score":null,"Total":0}
引用次数: 0
Abstract
The management of electronic word of mouth (eWOM) is critical in e-commerce. In this study, on the basis of the elaboration likelihood model (ELM), we constructed a model of factors influencing eWOM by dividing merchants' attributes into the central and peripheral routes, which correspond to consumers' systematic and heuristic cognitive modes respectively. We then tested the developed model by using a cross-sectional data set. The results of this study indicate that the degree of competition faced by merchants has a significant negative association with eWOM. Moreover, price level and location moderate the relationship between competition and eWOM. The services of reservation and group buying have positive associations with eWOM. This research has three main contributions. First, we explored the effect of competition on eWOM. Second, we validated the feasibility of applying the ELM to the catering industry by dividing merchant attributes into the central and peripheral routes; this approach is consistent with systematic and heuristic cognitive theories. Finally, this research provides practical suggestions for eWOM management in the catering industry.
期刊介绍：
Changes in the hardware, software and telecommunication technologies play a major role in the way our society is evolving. During the last decade, the rate of change in information technology has increased. Indeed it is clear that we are now entering an era where explosive change in telecommunication technology combined with ever increasing computing power will lead to profound changes in information systems that support our organizations. These changes will affect the way our organizations function, will lead to new business opportunities and will create a need for new non-profit organizations. Governments and international organizations do and will have to scramble to create policies and laws for control of public goods and services such as airwaves and public networks. Educational institutions will continue to change the content of educational materials they deliver to include new knowledge and skills. In addition these institutions will change the delivery mechanisms for disseminating these materials. By definition, information technology is very wide. There are a number of journals that address different technologies such as databases, knowledge bases, multimedia, group-ware, telecommunications, etc. This current trend is understandable because these technologies are indeed complex and often have a multitude of technical issues requiring in-depth study. On the other hand, business solutions almost always require integration of a number of these technologies. Therefore it is important to have a journal where the readers will be exposed not only to different technologies but also to their impact on information system design, functionality, operations and management. It should be emphasized that information systems include not only machines but also humans; therefore, the journal will be an outlet for studies dealing with man/machine interface, human factors and organizational issues. Furthermore, managerial issues arising from and dealing with managem ent of information technology and systems including strategic issues are included in the domain of coverage. The topics of coverage will include but will not be limited to the following list: Managing with Information Technology;Management of Information Technology and Systems;Introduction and Diffusion of IT;Strategic Impact of IT;Economics of IS and IT;New Information Technologies and Their Impact on Organizations;Human Factors in Information Systems;Man/Machine Interface, GUI;IS and Organizational Research Issues;Graphical Problem Solving;Multimedia Applications;Knowledge Acquisition and Representation;Knowledge Bases;Data Modeling;Database Management Systems;Data Mining;Model Management Systems;Systems Analysis, Design and Development; Case Technologies;Object Oriented Design Methodologies;System Design Methodologies;System Development Environments;Performance Modeling and Analysis; Software Engineering;Artificial Intelligence Applications to Organizational/Business Problems;Expert Systems;Decision Support Systems;Machine Learning;Neural Network Applications;Meta-Heuristics and Business Problem Solving;Distributed Computer Systems, Legacy Systems, Client - Server Computing;End User Computing;Information Systems for Virtual Organizations;IS and IT for Business Process Re-engineering;IS for Total Quality Control;IS for Supporting Team Work;Negotiation Support Systems;Group Decision Support Systems;EDI;Internet/WWW Applications;Telecommunication Networks;IT and International Information Systems;Security in Networks and Systems;Public Policy Issues dealing with Telecommunica tion;Networks and Airways;IS and IT Training;GIS;IS and IT Applications, e.g., in logistics, marketing, accounting, finance and operations.
Officially cited as: Inf Technol Manag
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