The effects of cultural values in word-of-mouth communication

When new products and brands are introduced into other cultures, the speed and extent of the product's acceptance are important concerns for marketers. The spread of positive word of mouth (WOM) and the lack of negative WOM about the product or brand by early adopter groups are critical to the product's successful diffusion in a population. This is the first study to investigate the effects of consumers' cultural values on their WOM behavior. Data analysis from two samples indicates that the pattern, type, and target receivers of consumers' WOM activity depend on their cultural values. The authors use Hofstede's four cultural dimensions to test the effects of cultural values on WOM behavior to social in- and out-groups. They find that all four dimensions have significant effects on WOM engagement to those groups. Although the authors could not determine the causal nature of the relationships because of the sample design used, they argue that marketers should monitor the cultural values of their market to anticipate in- and out-group discussions and the choice of appropriate brand communication strategies in other countries.

Are these reviews for real? The importance of belief and trust in reviews and word-of-mouth for web-purchases

Routine activities that many of us are used to performing in person like paying bills, purchases and bookings are now done online. With more people buying irregularly bought products online, more consumers are relying on professional, amateur and user reviews to inform them of the quality of their intended purchase. Little known about how consumers use these reviews. Less is known about how these reviews influence buying behavior. This article outlines a research framework that can provide insight into these areas.

An examination of service quality dimensionality and positive word-of-mouth intentions in a Chinese telecommunication context

Word-of-mouth is a powerful force in today’s marketplace. However, few researchers
examine how the dimensions of SERVQUAL relate to positive word-of-mouth, particularly in
the Chinese market. This study attempts to fill this gap. The context is Chinese
telecommunication market. A survey was conducted with a sample of 241 respondents. The
results showed that Reliability and Assurance encouraged more positive word-of-mouth
intention, while Tangibles, Responsiveness, and Empathy did not have any significant effect
on one’s word-of-mouth. These findings have useful implications to international service
companies, particularly those operating in a Chinese environment, by identifying factors that
are salient to the generation of positive word-of-mouth.

The antecedents of word-of-mouth behaviour: the service quality perspective

The aim of this study is to undertake empirical research investigating the nature and magnitude of the determinants of word-of-mouth behaviour from the point of view of service performance and postpurchase perceptions. A quantitative study was undertaken. A theoretical model linking service quality issues and word-of-mouth behaviour was developed and tested using structural equation modelling of 280 surveyed participants at various day spa locations. All major fit indices from structural equation modelling methods show satisfactory results for the measurement and structural models. The results confirm significant relationships between the constructs in the model. While the quality of the product, customer service, and servicescape atmosphere lead to customer satisfaction, it is servicescape atmosphere and customer satisfaction that drive word-of-mouth behaviour. The results of this study provide insights to aid service providers and marketing professionals in the service industry in fully understanding that the enhancement of the delivery of high quality service, an accommodating environment, and instilling feelings of satisfaction with their customers will more likely lead to positive word-of-mouth referrals. One major limitation is that the survey was conducted within one industry in one country. The major value of this chapter is the establishment of the role of service quality on word-of-mouth behaviour. This research provides empirical results of the impacts of service performance and post-purchase perceptions on word-of-mouth behaviour.

Football supporters an the negative word of mouth of their rival team's brand

This article has the objective of identifying whether the loyalty for the team has a negative effect on the word of mouth of the rival team’s brand. It has been developed a model based on the works of Fagundes (2013) and Santana and Akel Sobrinho (2010), through the use of Structural Equation Modeling - SEM, which presents three constructions: the identification with the team, the loyalty to the team and the negative word of mouth of the rival’s brand. 528 students from two college were interviewed and it has been identified that the emotional involvement of the supporter with his team reflects on the identification of a supporter by his team (KWON e ARMSTRONG, 2004; KAYNAK, 2008; JORDAN et al., 2014), it is thus formed a loyalty for the team (FUNK and JAMES, 2006). It influences other people in their personal relationships through the negative word of mouth communication.

Word of mouth marketing in the digital age: a case study analysis of viral marketing campaigns

A era digital viu a ascensão da empresa focada no consumidor. Todos os dias, marcas e produtos são objeto de milhões de conversas em que os consumidores trocam pontos de vista, opiniões e informações antes de tomar a decisão de compra. Os profissionais de marketing entenderam a importância do boca a boca como um novo canal de comunicação estratégica e começaram a ancorar técnicas de boca a boca à estratégia de marketing global. A propaganda tornou-se um negócio de conversa: o novo desafio do marketing é criar um conteúdo envolvente e compartilhável que possa expandir e ressoar dentro de redes de sociais de consumidores. Quanto mais as pessoas falam sobre a sua marca, mais a probabilidade de ganhar a competição dura e aumentar as vendas. Mas como o boca a boca funciona? O que faz uma campanha de marketing um sucesso viral? Este trabalho tem como objetivo fornecer uma análise abrangente da teoria de marketing de boca a boca e usa um modelo descritivo para investigar as variáveis-chave de campanhas bem-sucedidas de marketing viral, a fim de proporcionar insights e sugestões para as práticas de marketing viral.

Antecedents of e-loyalty and electronic word-of-mouth

O objetivo principal da dissertação foi o de examinar a relação entre lealdade (e-loyalty) e o boca-a-boca (eWOM) no contexto do varejo eletrônico. Como objetivo secundário, foi feito uma verificação da significância das variáveis preditoras de e-loyalty. Essa pesquisa foi focada em um tipo de produto/serviço: compra de livros através da internet. Duzentos e quarenta e dois questionários online foram respondidos por um público representativo da geração Y (millennials), e rresidentes em diferentes localidades no Brasil e nos Estados Unidos. A análise de dados foi efetuada pela aplicação do método PLS-SEM sobre um modelo de pesquisa cuidadosamente formulado com base em resultados empíricos prévios. Enquanto que a relação entre e-loyalty e eWOM foi classificada como fraca, um ambiente de boca-a-boca online de alta qualidade representou uma variável preditora significativa para o sentimento de e-loyalty. Todas as variáveis preditoras foram classificadas como significativas nesse estudo, sendo que comprometimento tem o efeito mais forte sobre a variável e-loyalty.