Effects of service attributes and competition on electronic word of mouth: an elaboration likelihood perspective.

IF 2.3 4区管理学 Q2 INFORMATION SCIENCE & LIBRARY SCIENCE Information Technology & Management Pub Date : 2023-06-09 DOI:10.1007/s10799-023-00403-0

Jianing Hao, Xiaoling Hao, Zejin Tian, Yu Wang, Daqing Zheng

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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.

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服务属性和竞争对电子口碑的影响：阐述可能性视角。

电子口碑的管理在电子商务中至关重要。在本研究中，我们在阐述可能性模型（ELM）的基础上，通过将商家的属性划分为中心和外围路线，分别对应于消费者的系统和启发式认知模式，构建了影响电子口碑的因素模型。然后，我们使用横截面数据集对开发的模型进行了测试。研究结果表明，商家面临的竞争程度与口碑存在显著的负相关。此外，价格水平和位置调节了竞争与口碑之间的关系。预订和团购服务与口碑有正相关。这项研究有三个主要贡献。首先，我们探讨了竞争对电子口碑的影响。其次，我们通过将商家属性划分为中心和外围路线，验证了ELM应用于餐饮业的可行性；这种方法符合系统的和启发式的认知理论。最后，本研究为餐饮业电子口碑管理提供了切实可行的建议。

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来源期刊

Information Technology & Management Multiple-

CiteScore

4.50

自引率

4.20%

发文量

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