Interactions within online review sites: motives, effects, and management
Saved in:
| Main Author: | |
|---|---|
| Format: | Thesis Book |
| Language: | English |
| Published: |
München
FGM-Verl.
2013
|
| Series: | Schriftenreihe Schwerpunkt Marketing
Bd. 79 |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XIV, 324 S. graph. Darst. 21 cm |
| ISBN: | 9783940260291 |
Staff View
MARC
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| 245 | 1 | 0 | |a Interactions within online review sites |b motives, effects, and management |c Andreas Munzel |
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| 490 | 1 | |a Schriftenreihe Schwerpunkt Marketing |v Bd. 79 | |
| 502 | |a Zugl.: München, Univ., Diss., 2012 u.d.T.: Munzel, Andreas: Essays on determinants and consequences of electronic word of mouth via consumer online reviews | ||
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Record in the Search Index
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| adam_text | IMAGE 1
TABLE OF CONTENT
I
TABLE O F CONTENT
TABLE OF CONTENT I
LIST OF FIGURES VI
LIST OF APPENDICES X
LIST O F ABBREVIATIONS XIII
1. GENERAL INTRODUCTION 1
1.1 ELECTRONIC WORD OF MOUTH FROM THE EMPOWERED AND ENGAGED CUSTOMER
....1
1.2 OVERVIEW O F THE THESIS 5
1.2.1 CHARACTERIZATION O F THE PAPER-BASED THESIS 5
1.2.2 THREE ESSAYS ON ELECTRONIC WORD O F MOUTH VIA ONLINE REVIEWS: AN
OUTLINE
AND SHORT SUMMARY 6
2. MULTIPLIERS, REGULARS, AND LURKERS: CLASSIFICATION AND
MOTIVATIONAL ANALYSIS OF EWOM SENDERS 10
2.0 ABSTRACT 10
2.1 INTRODUCTION 11
2.1.1 IMPORTANCE O F THE TOPIC 11
2.1.2 GOAL AND OUTLINE O F THE PAPER 12
2.2 THEORETICAL FOUNDATIONS 14
2.2.1 EWOM COMMUNICATION AS A CONCEPTUAL EXTENSION O F WOM COMMUNICATION
14
2.2.1.1 ELECTRONIC WORD OF MOUTH AND TRADITIONAL WORD OF MOUTH:
DEFINITIONS AND
DISTINCTIONS 14
2.2.1.2 CONSUMER ONLINE REVIEWS AS A SPECIFIC TYPE OF EWOM COMMUNICATION
23
2.2.2 WOM COMMUNICATORS: PROVIDING FIRST- AND SECOND-ORDER EWOM
COMMUNICATION 25
2.2.2.1 COMMUNICATORS IN TRADITIONAL WORD-OF-MOUTH RESEARCH 25
HTTP://D-NB.INFO/103776630X
IMAGE 2
II
TABLE OF CONTENT
2.2.2.2 THE IMPORTANCE OF THE MESSAGE TRANSMITTER IN EWOM RESEARCH 29
2.2.3 THE DRIVERS O F EWOM INFORMATION: MOTIVES IN WOM RESEARCH 32
2.2.3.1 MOTIVATIONAL PSYCHOLOGY AND MOTIVES: DEFINITION AND DELINEATION
32
2.2.3.2 THEORETICAL APPROACHES TO MOTIVES IN WOM RESEARCH 34
2.2.3.3 MOTIVES DRIVING PEOPLE TO PROVIDE WOM INFORMATION: OVERVIEW AND
STATE OF
THE RESEARCH 36
2.3 EMPIRICAL STUDY: CLASSIFICATION AND MOTIVATIONAL ANALYSIS O F EWOM
SENDERS 43
2.3.1 RESEARCH SETTING: ONLINE REVIEWS IN TOURISM 43
2.3.2 MEASURES 44
2.3.3 SURVEY DESIGN AND SAMPLE 45
2.3.4 WHY DO YOU WRITE REVIEWS? QUALITATIVE CONTENT ANALYSIS O F THE
RESPONDENTS
ARTICULATED MOTIVES 48
2.3.4.1 DATA ANALYSIS 48
2.3.4.2 RESULTS 51
2.3.5 CLASSIFICATION AND MOTIVATIONAL ANALYSIS: QUANTITATIVE RESULTS 54
2.3.5.1 DATA ANALYSIS OF THE MOTIVE STRUCTURE 54
2.3.5.2 DESCRIPTIVE RESULTS RELATED TO THE MOTIVES OF EWOM SENDERS 57
2.3.5.3 CLASSIFICATION AND MOTIVATIONAL ANALYSIS OF EWOM SENDERS:
METHODOLOGICAL
APPROACH AND DATA ANALYSIS 60
2.3.5.4 CLASSIFICATION AND MOTIVATIONAL ANALYSIS OF EWOM SENDERS ,
RESULTS 68
2.4 DISCUSSION 74
2.4.1 SUMMARY O F KEY FINDINGS 74
2.4.2 LIMITATIONS AND IMPLICATIONS FOR FUTURE RESEARCH 76
2.4.3 MANAGERIAL IMPLICATIONS 79
3. TESTED AND APPROVED! EXPERIMENTAL INVESTIGATION O F THE
EFFECTS OF MESSAGE CHARACTERISTICS ON THE EWOM SENDER S
CREDIBILITY 82
3.0 ABSTRACT 82
3.1 INTRODUCTION 83
IMAGE 3
TABLE OF CONTENT
III
3.2 LITERATURE REVIEW AND HYPOTHESIS DEVELOPMENT 85
3.2.1 RESEARCH ON ELECTRONIC WORD O F MOUTH VIA ONLINE REVIEWS AND ITS
IMPACT
ON THE RECEIVER. 85
3.2.2 GAP 1: THE IMPORTANCE O F CREDIBILITY AS A DEPENDENT AND MEDIATOR
VARIABLE 88
3.2.3 GAP 2: COMMUNICATION STYLE AS A MESSAGE CHARACTERISTIC IN
(ELECTRONIC)
WORD O F MOUTH 89
3.2.4 GAP 2: MOTIVES AS MESSAGE CHARACTERISTICS IN (ELECTRONIC) WORD O F
MOUTH ...91
3.2.5 GAP 2: CONSISTENCY WITH ADDITIONAL INFORMATION AS A MESSAGE
CHARACTERISTIC
IN ELECTRONIC WORD O F MOUTH 95
3.3 METHOD 97
3.3.1 EXPERIMENTAL DESIGN AND PROCEDURE 97
3.3.2 MEASURES 99
3.3.3 PARTICIPANTS 101
3.4 RESULTS 101
3.4.1 MANIPULATION AND REALISM CHECKS IN THE PRE-TEST 101
3.4.2 TESTING FOR ANALYSIS ASSUMPTIONS, ECOLOGICAL VALIDITY AND
SUCCESSFUL
MANIPULATION IN THE MAIN STUDY 103
3.4.3 QUALITY O F MEASUREMENT INSTRUMENTS 105
3.4.4 DESCRIPTIVE RESULTS 106
3.4.5 HYPOTHESIS TESTING 109
3.4.5.1 EFFECTS OF COMMUNICATION STYLE ON THE TWO FACETS OF SOURCE
CREDIBILITY AND
ITS MEDIATED EFFECT ON PURCHASE INTENTION 109
3.4.5.2 EFFECTS OF THE PERCEIVED MOTIVE OF THE SENDER ON THE TWO FACETS
OF SOURCE
CREDIBILITY AND ITS MEDIATED EFFECT ON PURCHASE INTENTION 112
3.4.5.3 EFFECTS OF CONSISTENCY WITH THE HOTEL S STAR CATEGORY ON THE TWO
FACETS OF
SOURCE CREDIBILITY AND ITS MEDIATING EFFECT ON PURCHASE INTENTION 115
3.5 DISCUSSION 118
3.5.1 SUMMARY O F FINDINGS 118
3.5.2 LIMITATIONS AND FUTURE RESEARCH DIRECTIONS 120
3.5.3 MANAGERIAL IMPLICATIONS 122
IMAGE 4
IV
TABLE OF CONTENT
4. YOU OWE THEM AN APOLOGY! THE EFFECTS OF RECOVERY EFFORTS
ON THE RECEIVERS OF ELECTRONIC WORD O F MOUTH 124
4.0 ABSTRACT 124
4.1 INTRODUCTION 125
4.2 CONCEPTUAL BACKGROUND 128
4.2.1 ELECTRONIC WORD O F MOUTH VIA CONSUMER ONLINE REVIEWS AND ITS
EFFECTS ON
THE RECEIVER 128
4.2.2 SOCIAL ACCOUNTS IN SERVICE RECOVERY AND ORGANIZATIONAL RESEARCH
129
4.2.3 EXPLANATIONS AS WAY O F DEALING WITH NEGATIVE WORD O F MOUTH ON
THE
INTERNET 132
4.3 HYPOTHESIS DEVELOPMENT 134
4.3.1 EFFECTS O F THE SOCIAL ACCOUNTS ON ATTITUDE TOWARDS THE COMPANY
AND
PURCHASE INTENTIONS 134
4.3.2 THE ROLE O F THE PERCEIVED JUSTICE O F THE COMPANY S RESPONSE 138
4.3.2.1 PERCEIVED JUSTICE - A BRIEF CONCEPTUAL OVERVIEW 138
4.3.2.2 EFFECTS OF EXPLANATIONS ON PERCEIVED DISTRIBUTIVE JUSTICE 139
4.3.2.3 THE EFFECTS OF PERCEIVED ADEQUACY AND SINCERITY OF EXPLANATIONS
ON THE
EWOM RECEIVER S JUSTICE PERCEPTIONS 140
4.3.2.4 THE EFFECTS OF PERCEIVED JUSTICE OF EXPLANATIONS ON OTHER
DEPENDENT
VARIABLES 142
4.3.2.5 THE EWOM RECEIVER S JUSTICE SENSITIVITY AS A MODERATOR OF THE
IMPACT OF
. DISTRIBUTIVE AND PROCEDURAL JUSTICE ON OTHER DEPENDENT VARIABLES 143
4.4 METHOD 146
4.4.1 EXPERIMENTAL DESIGN AND PROCEDURE 146
4.4.2 MEASURES 149
4.4.3 PARTICIPANTS 151
4.5 RESULTS 151
4.5.1 RESULTS FROM THE PRE-TEST. 151
IMAGE 5
TABLE OF CONTENT V
4.5.2 MAN(C)OVA ASSUMPTIONS, REALISM AND MANIPULATION CHECK IN THE MAIN
STUDY. 153
4.5.3 QUALITY O F MEASUREMENT INSTRUMENTS 155
4.5.4 HYPOTHESIS TESTING 157
4.5.4.1 THE EFFECTS OF THE EXPLANATIONS ON ATTITUDE TOWARDS THE COMPANY
AND
PURCHASE INTENTION 157
4.5.4.2 THE EFFECTS OF THE MANIPULATIONS ON THE PERCEIVED JUSTICE
DIMENSIONS FROM
THE EWOM RECEIVER S PERSPECTIVE 163
4.5.4.3 THE EFFECTS OF PERCEIVED ADEQUACY OF THE ACCOUNT AND PERCEIVED
SINCERITY
OF THE ACCOUNT GIVER ON SPECIFIC DIMENSIONS OF PERCEIVED JUSTICE 164
4.5.4.4 THE EFFECTS OF THE PERCEIVED JUSTICE DIMENSIONS ON EVENT-RELATED
ATTITUDES
AND THE OVERALL EVALUATIONS OF THE COMPANY 165
4.5.4.5 THE EWOM RECEIVER S JUSTICE SENSITIVITY AS A MODERATOR OF THE
IMPACTS OF
DISTRIBUTIVE AND PROCEDURAL JUSTICE ON OTHER DEPENDENT VARIABLES 168
4.6 DISCUSSION 172
4.6.1 SUMMARY AND DISCUSSION O F FINDINGS 172
4.6.2 LIMITATIONS 175
4.6.3 CONTRIBUTION O F THE STUDY AND FURTHER RESEARCH 177
4.6.4 MANAGERIAL IMPLICATIONS 178
5. GENERAL CONCLUSION 180
REFERENCES 183
APPENDIX 221
|
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| discipline | Wirtschaftswissenschaften |
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| publishDate | 2013 |
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| publisher | FGM-Verl. |
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| series | Schriftenreihe Schwerpunkt Marketing |
| series2 | Schriftenreihe Schwerpunkt Marketing |
| spelling | Munzel, Andreas Verfasser aut Interactions within online review sites motives, effects, and management Andreas Munzel München FGM-Verl. 2013 XIV, 324 S. graph. Darst. 21 cm txt rdacontent n rdamedia nc rdacarrier Schriftenreihe Schwerpunkt Marketing Bd. 79 Zugl.: München, Univ., Diss., 2012 u.d.T.: Munzel, Andreas: Essays on determinants and consequences of electronic word of mouth via consumer online reviews Electronic Commerce (DE-588)4592128-3 gnd rswk-swf Mund-zu-Mund-Werbung (DE-588)4509885-2 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Mund-zu-Mund-Werbung (DE-588)4509885-2 s Electronic Commerce (DE-588)4592128-3 s DE-604 Schriftenreihe Schwerpunkt Marketing Bd. 79 (DE-604)BV000000034 79 DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=026182582&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Munzel, Andreas Interactions within online review sites motives, effects, and management Schriftenreihe Schwerpunkt Marketing Electronic Commerce (DE-588)4592128-3 gnd Mund-zu-Mund-Werbung (DE-588)4509885-2 gnd |
| subject_GND | (DE-588)4592128-3 (DE-588)4509885-2 (DE-588)4113937-9 |
| title | Interactions within online review sites motives, effects, and management |
| title_auth | Interactions within online review sites motives, effects, and management |
| title_exact_search | Interactions within online review sites motives, effects, and management |
| title_full | Interactions within online review sites motives, effects, and management Andreas Munzel |
| title_fullStr | Interactions within online review sites motives, effects, and management Andreas Munzel |
| title_full_unstemmed | Interactions within online review sites motives, effects, and management Andreas Munzel |
| title_short | Interactions within online review sites |
| title_sort | interactions within online review sites motives effects and management |
| title_sub | motives, effects, and management |
| topic | Electronic Commerce (DE-588)4592128-3 gnd Mund-zu-Mund-Werbung (DE-588)4509885-2 gnd |
| topic_facet | Electronic Commerce Mund-zu-Mund-Werbung Hochschulschrift |
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| work_keys_str_mv | AT munzelandreas interactionswithinonlinereviewsitesmotiveseffectsandmanagement |