Word Of Mouth Influence Research Articles

The Influential Roles of Marketing Stimuli on Customer Retention

The purpose of this study is to explore the necessity of creating retention strategies, emphasize the significance of customer retention, and propose a customer value/retention model. The main objective is to combine three mediators - customer satisfaction (CS), customer loyalty (CL), and word of mouth (WOM) - and evaluate their effect on customer retention using YL Company, a Taiwanese chemical manufacturing company, as a case study. The proposed model's goodness-of-fit was assessed using confirmatory factor analysis (CFA) and SEM-AMOS. Hierarchical regression and the PROCESS macro were employed to examine mediation and moderation effects. The outcomes indicate that product quality, service quality, and price attribution act as marketing stimuli factors that significantly influence the three mediators. Relationship proneness serves as a negative moderator that impedes customer WOM and loyalty's influence on customer retention.

The Influence of Product Quality, Service Quality and WOM on Consumer Purchasing Decisions at Mie Ayam Goceng Setu Bekasi Food Stalls

There are many facts and data that state how big the influence of the culinary business in Indonesia is. It's not just a business related to basic human needs, more than that culinary business is entrepreneurial from an economic perspective. The purpose of this research is to study how product quality, service quality, and word of mouth influence consumers' decisions to buy goods. The research subjects were all restaurant consumers with a purposive sampling size of 100 respondents who ordered chicken noodles and ate on the spot. This research was analyzed using multiple linear regression. The results of this research state that the choice of product purchase is not influenced by its quality. On the other hand, service quality and word of mouth have a positive and significant effect on purchasing decisions. Additionally, product quality, service and consumer reputation influence buyers' decisions.

The influence of social media promotion, word of mouth, and quality service on repurchase intention: The role of trust

<p>The coffee business or coffee shop is a sector that is growing rapidly. Coffee shops have evolved into more comfortable and modern places, caused by changes in people's lifestyles and behavior in consuming products and services. This situation also brings tight competition in the coffee shop business, where they must make several efforts to keep their brand selected. Some actions are maximizing social media promotion channels, word of mouth (WOM), and increasing service quality, which are expected to increase trust so that consumer repurchase intention can increase indirectly. This research aims to determine the influence of social media promotion, WOM, and service quality on consumer repurchase intention, both directly and through trust mediation. They are using a population of coffee shop consumers in Surakarta. We take a sample of 200 respondents. This number was obtained from an online survey via the Google Forms platform. The questionnaire results were analyzed using the partial least squares method with the SmartPLS 3.0 software application. The research results reveal that social media promotion, WOM, and quality service directly impact repurchase intention. Meanwhile, indirectly, namely through the mediation of trust, only WOM and quality service significantly affect consumers' intention to repurchase. These results imply that when deciding to repurchase, consumers look at the quality of the product they purchased and pay attention to other things. Therefore, managers or owners need to pay more attention to these details.</p>

Pengaruh Persepsi Harga dan Word of Mouth terhadap Kepuasan Pelanggan melalui Keputusan Pembelian

This study aimed to analyze the influence of price perception and WOM on customer satisfaction through purchasing decisions at FamilyMart Gran Rubina. Data were collected through the distribution of questionnaires to 200 respondents, using accidental sampling and the data were analyzed using Structural Equation Modeling (SEM) through PLS version 3.0 software. The results showed that price perception significantly influenced customer satisfaction, price perception significantly influenced purchasing decisions, WOM significantly influenced customer satisfaction, WOM significantly influenced purchasing decisions, and purchasing decisions also had a direct and significant influence on customer satisfaction. The indirect effects of price perception on customer satisfaction through purchasing decisions were found to be positive, as well as the indirect effects of WOM on customer satisfaction through purchasing decisions were found to be positive.

Strategy in increasing Consumer Loyalty

The purpose of this study is to understand Strategy in increasing Consumer Loyalty. A Case Study of Indonesian Unilever Products. In particular, this study analyzes the relationshipbetween CSR, WOM and Company Reputation towards consumers' loyalty specially the products of Lifebuoy, Pepsodent, and Kecap Bango. Data was collected through a survey conducted among 110 respondents.Structural equation modeling was used to test the proposed hypothesis. The research model was tested using survey data analyzed by structural equation modelingof partial least squares. the implementation of CSR strategy shows that there is a significant influence of WOM and Company reputation on consumers' loyalty. On the other hand, CSR strategy has no significant influence the consumers' loyalty. Yet as CSR was carried out through the implementation of Word of mouth (WOM) and Company Reputation there is a significant correlation between CSR and the consumers' loyalty of Lifebuoy, Pepsodent, and Kecap Bango products. The use of data that is too small for each variable resulted in limited results. As well as the limited representation of all users and consumers of Unilever products in other cities. In addition, this study did not involve other companies that also use CSR strategies as a comparison. Keywords :Corporate Social Responsibility (CSR), Word-of-mouth (WOM), Company Reputation, Consumers Loyalty, Social Company

The Impact of ESG on Brand Trust and Word of Mouth in Food and Beverage Companies: Focusing on Jeju Island Tourists

This study conducted to verfiy the structural causal relationship between the ESG attributes of food and beverage companies, trust, and word of mouth (WOM) as perceived by consumers visiting Jeju Island. The present study used respondents who understand ESG management and selected a representative ESG management company in the food service business (e.g., Starbucks Reusable Cup or Samdasoo Unlabeled, etc.). A survey was requested from an online survey company, and total 521 participants were selected for the data analysis. The IBM 24.0 program and AMOS 22.0 program was employed to conduct statistic analysis. Present study demonstrated as follows. First, as a result of the hypothesis testing of the relationship between the three attributes of ESG and brand trust, the environmental factor (E) and the social factor (S) have a significant positive (+) effect on brand trust. Second, hypothesis testing on the relationship between the three attributes of ESG and the influence of WOM showed that environmental factors and social factors were critical antecedents of WOM. Next, verifying the hypothesis between brand trust and WOM, brand trust had a significant positive (+) effect on WOM. By verifying the hypotheses, the current study identified a critical relationship between the ESG management attributes of food and beverage companies and customers’ brand trust and WOM. These founding showed differences in the variables that directly affect brand trust and WOM among the ESG attributes recognized by tourists in Jeju Island about Jeju-based food and beverage companies practicing ESG management. Furthermore, it was confirmed that the value formed by these food and beverage companies’ ESG management activities could directly affect consumers’ brand trust and WOM intentions. Hence, the study intends to expand the range of ESG-related academic views and suggest meaningful marketing implications for various food and beverage companies that want to practice ESG management.

The Influence of Product Quality, Price, Brand Image, E WoM and WoM on Purchase Decisions of Oriflame Products at SPO Amalia Kartika Putri Situbondo

This study aims to analyze the effect of product quality, price, brand image, E WoM and WoM on purchasing decisions for Oriflame products. Case studies at SPO Amalia Kartika Putri Situbondo.This type of research is included in the type of quantitative research.The sample used was 40 respondents with a purposive sampling technique. The data analysis method used is Multiple Linear Regression analysis.the influence of WoM on Purchase Decision shows that there is a positive and significant influence. Purchases show no negative and significant influence. the effect of Price on Purchase Decision shows that there is a positive and significant influence; Brand Image on Purchasing Decisions shows a positive and significant influence; E-WOM on Purchase Decision shows a positive and significant influence; the influence of WOM on Purchase Decision shows that there is a positive and significant influence. the influence of Product Quality, Price, Brand Image, E-WOM, and WOM shows that there is a positive and significant influence.

Antecedents of Rural Tourism Experience Memory: Tourists' Perceptions of Tourism Supply and Positive Emotions.

Tourism experiences bring about physical or psychological feelings in tourists, which can not only leave tourists with deep memories, but also affect their behavioral intentions. Tourism experiences are meaningful only if they can be remembered and influence word of mouth and decision making. A better understanding of what influences tourism experience memory will help optimize the supply and further development of tourism destinations. This study explores the antecedents of rural tourism experience memory from the tourism supply perspective, revealing the mechanism of effect of these antecedents on tourists' tourism experience memory formation through a questionnaire-based survey of 556 participants in Xidi Village, China, and correlation and multiple regression analyses. The results show that perceptions about the supply of rural tourism destinations trigger positive emotions that, in turn, affect the formation of rural tourism experience memory. Through the mediating role of positive emotions, there is a significant correlation between perception of rural tourism destination supply and the formation of rural tourism experience memories.

Internal or External Word-of-Mouth (WOM), Why Do Patients Choose Doctors on Online Medical Services (OMSs) Single Platform in China?

(1) Background: Word-of-mouth (WOM) can influence patients’ choice of doctors in online medical services (OMSs). Previous studies have explored the relationship between internal WOM in online healthcare communities (OHCs) and patients’ choice of doctors. There is a lack of research on external WOM and position ranking in OMSs. (2) Methods: We develop an empirical model based on the data of 4435 doctors from a leading online healthcare community in China. We discuss the influence of internal and external WOM on patients’ choice of doctors in OMSs, exploring the interaction between internal and external WOM and the moderation of doctor position ranking. (3) Results: Both internal and external WOM had a positive impact on patients’ choice of doctors; there was a significant positive interaction between internal and third-party generated WOM, but the interaction between internal and relative-generated WOM, and the interaction between internal and doctor-generated WOM were both nonsignificant. The position ranking of doctors significantly enhanced the impact of internal WOM, whereas it weakened the impact of doctor recommendations on patients’ choice of doctors. (4) The results emphasize the importance of the research on external WOM in OMSs, and suggest that the moderation of internal WOM may be related to the credibility and accessibility of external WOM, and the impact of doctor position ranking can be explained by information search costs.

How marketing strategy, perceived value and brand image influence WOM outcomes—The sharing economy perspective

As concepts and technology evolve, the sharing economy changes not only business management methods but also lifestyle, leisure, tourism and hospitality consumption. This research proposes an integrated empirical model that illuminates the role of shared economy perceptions on transportation tools in explaining consumer behaviour in word-of-mouth (WOM) and usage intention. In Study 1, 368 YouBike users' perspectives were examined, and the results showed that ease of use is key to promoting WOM through perceived value and brand image. Furthermore, based on 338 GoShare users' perspectives in Study 2, brand image and reputation are shown to play the critical mediating roles in linking the relationships between marketing strategy and WOM. Additionally, usage intention has important moderating roles in the WOM development process. Overall, this study helps academics and marketing decision-makers understand which critical attributes influence customers’ behaviours when implementing sharing economic concepts.

The role of loyalty and satisfaction in forming word-of-mouth influence in a B2B environment: EvIdence from the knitting industry of Indonesia

This research aims to find how effective word of mouth in a B2B environment is based on loyalty and customer satisfaction. Word of mouth (WOM) influence among the knitting industry is very important, since it provides sustainability for the business itself. Using PLS (Partial Least Square) modeling, this study provides additional evidence indicating customer satisfaction has both direct and indirect effects on B2B partners’ positive WOM activities. The B2B samples were collected from knitting industries in Indonesia. The research finding indicates that a high level of customer satisfaction directly increases positive WOM activities; the mediation effect of customer loyalty between customer satisfaction and WOM activities also has a significant effect.

Personality effects on WoM and eWoM susceptibilty – a cross-country perspective

PurposeThis study utilizes social communication theory as the framework to examine the influence of personality on young word-of-mouth (WoM) and electronic word-of-mouth (eWoM) audiences across the US, France and Germany and explores relationships between personality traits and cultural dimensions.Design/methodology/approachAn adaptation of the consumer susceptibility to interpersonal influence (CSII) scale measured WoM influence in an online review context. After pretesting and validating the consumer susceptibility to online review influence (CSRI) scale in Luxemburg, hypotheses were tested, and research questions were explored in a multi-group structural equation model based on French, German and US samples.FindingsPersonality traits are negatively linked to CSRI as well as to CSII across the three countries. Overall, the stronger the personality traits, the weaker the online and offline WoM influence seems. In contrast to France, results for the US and Germany show that young people are either more susceptible to WoM or to eWoM influence. Results imply tendencies for a potential interaction effect between power distance and openness to new experience on WoM and partially on eWoM.Practical implicationsEarned media is more effective among audiences with weaker personality structures. Stronger personalities may prefer to serve as senders of WoM and eWoM (influencers). The non-uniform results between WoM and eWoM susceptibility across the countries favor earned media strategies optimized on a country basis and psychological targeting when communicating online review results.Originality/valueThis study expands knowledge of individual (personality traits) and country similarities and differences across France, Germany and the US and how they affect earned media (WoM and eWoM) influence.

Advertisement and Word of Mouth Influence on Purchase Behavior

This study contributes to our understanding of purchase behavior in Pakistani society. This study focuses on whether advertising and word-of-mouth affect people's shopping decisions or whether they don't give it much thought at all. The study explores customer involvement in the fashion clothing industry. For many buyers, fashion clothes are a significant and meaningful item.Customers either want to be devoted and tie themselves to a brand they have used in the past, or they don't want to do that. Results confirm that word-of-mouth and advertising both have a significant impact on customers' purchase behavior.

The current state of research of word-of-mouth in the health care sector

Health information plays a significant role in the health behavior of individuals. Word-of-mouth (WOM) is essential in this context. In recent years, new forms of online communication have greatly expanded the possibilities for seeking information and, in consequence, significantly changed communication behavior. Similarly, the doctor-patient relationship has gradually evolved and the traditional asymmetry of medical knowledge is increasingly being corrected as today’s health care consumers are becoming more well-informed. A key source of information is either in-person or online WOM. A research gap exists in terms of analyzing the current state of research of WOM in health care. Although various studies highlight the influence of WOM on health behavior, to the best of our knowledge there exists no systematic literature review that summarizes the current state of research on WOM in health care. Therefore, this paper presents a comprehensive systematic literature review on WOM in health care. The literature review investigates existing WOM studies in the health care sector based on a systematic search for articles in a twenty-year timeframe from January 2000 to December 2019. The resulting total of 34 articles constitutes the basis of this paper. These studies are analyzed using a model of WOM in health care and – based on the theory of cognitive dissonance, the theory of the strength of weak ties, and the theory of perceived risk – clustered into the creation, spread, and impact of WOM. The investigated studies emphasize the importance of the staff in the service process. Furthermore, negative reviews have a stronger impact than positive ones, with service quality representing the main reason for negative WOM. In addition, the importance of electronic word-of-mouth (eWOM) is underlined, as online reviews are gaining popularity for patient decision-making processes. Although some studies have addressed WOM in health care, research gaps remain. For example, there are few studies on eWOM and some medical disciplines in private practice are neglected in WOM research. By systematically presenting and analyzing the literature on WOM in health care, this paper represents an important starting point for future research and also provides insights into the role of WOM in health care practice.

DETERMINANTS OF CONSUMER PURCHASE DECISION IN MAKEUP ARTIST SERVICES

Nowadays, not all women can make themselves up properly and perfectly to attend an important event, so they need Makeup Artist (MUA) services. Supported by technological advances where consumers are starting to leave the traditional way of finding MUA from salons near their homes whose quality is unknown, so MUA services platforms exist. The number of MUAs spread across Indonesia has reached 500,000. The large business opportunity as MUA in Indonesia means that MUAs must be able to maintain their business in the face of competition because consumers have many considerations in choosing and buying services. On the other hand, MUA still has difficulty getting consumers and the MUA services still does not know about the consumer purchase decision. The purpose of this study is to determine consumer purchasing decisions for MUA services, factors that influence the purchasing decision for the MUA services, and marketing communications that are suitable for the consumer purchase decision. The data analyzed with a mix method, qualitatively and quantitatively. Qualitative methods are used in-depth interviews with coding and quantitative methods by distributing questionnaires online using SmartPLS 3.0. The results of qualitative analysis from the informant’s explanation divided into eight subjects, there are reasons for using MUA service, need fulfillment, specific time, source of information, consideration when choose MUA services, MUA services comparison, customer satisfaction, and considerations when choose MUA services platform. The research of quantitative analysis reveals that perceived risk, sales promotion and direct marketing have a negative significant relationship on purchase decision, whereas tie strength and involvement have a positive significant relationship on WOM influence. Meanwhile, WOM influence and advertising have a positive significant relationship on purchase decision for MUA services. The findings of this study give recommendations to MUA services to focus on advertising, provide review features, and create attractive portfolios.

The interplay of word-of-mouth and customer value on B2B sales performance in a digital platform: an expectancy value theory perspective

PurposeBuilding on the expectancy value theory, the purpose of this paper is to examine the effects of word-of-mouth (WOM) and customer value (i.e. functional value and ease-of-doing-business value) on B2B business performance in the B2B sales process.Design/methodology/approachThe authors develop a framework to understand how B2B WOM and customer value influence supplier sales performance. This model was tested using structural equation modeling with a sample of 220 suppliers on Alibaba.com.FindingsThe empirical findings demonstrate that B2B WOM valence and volume have positive influences on the number of quotations and the number of transactions, respectively. Additionally, B2B WOM volume mediates the relationship between operational performance and the number of transactions. Response rate mediates the relationships between response time and both the number of quotations and the number of transactions, respectively.Originality/valueThis study contributes to the industrial marketing of B2B sales on the digital platform by investigating two influencers on sales performance: WOM and customer value.

Does the perception of halal tourism destination matter for non-Muslim tourists’ WOM? The moderating role of religious faith

PurposeTourists often travel to different tourism destinations in advancing the knowledge of diverse cultures, environments, history and social aspects. The purpose of this study is to explore tourists’ perception of halal tourism and its impact on word-of-mouth towards halal tourism destinations.Design/methodology/approachA quantitative research approach was applied in this study. Data were collected via 375 survey questionnaires and were analysed using partial least square method. Data were collected from Malaysia’s capital city and tourist spots in Kuala Lumpur, the administrative capital city in Putrajaya, and several cities in Selangor, the richest state in the country.FindingsThe findings revealed that trip quality has a higher significant impact on satisfaction and trip value. The perception of a halal tourism destination is found to have a significant influence on satisfaction and trip value. Trip value is significantly related to satisfaction but not associated with word-of-mouth (WOM). Satisfaction of tourists has a significant impact on WOM towards travel destinations.Research limitations/implicationsThis study comes up with a novel understanding of the theory of tourism practices by estimating non-Muslim tourists’ perception and its significant influence of WOM towards tourism destinations. The results of this study are significant to industry practitioners, policymakers and marketers in promoting halal tourism. The results of this study provide useful insights for Malaysia’s tourism industry, particularly for the tourism marketing in Kuala Lumpur and Putrajaya cities as tourist destinations.Practical implicationsThis study comes up with a novel understanding of the theory of tourism practices by estimating non-Muslim tourists’ perception and the influence of WOM towards tourism destinations. The results of this study are significant to industry practitioners, policymakers and marketers in promoting halal tourism.Originality/valueThis study examined the potential impact of non-Muslim tourists’ perception of halal tourism destinations and their WOM for halal tourism destinations.

I Have to Choose This University: Understanding Perceived Usefulness of Word of Mouth (WOM) in Choosing Universities among Students of Higher Education

ABSTRACT For decades, Word of Mouth (WOM) has been popularized as the most powerful form of marketing communication. However, there is scant evidence that validates its powerfulness from the receivers’ perspective. The study examined the powerfulness of WOM by testing its perceived usefulness in choosing Universities from 358 undergraduate students from the public university. Data were analyzed by using Structural Equation Modeling and the findings indicate that students choose Universities through the influence of WOM. Therefore, the University should focus on delivering quality services that influence the spread of positive WOM messages by its current students to prospective students.

Corporate Recornition Award and Reputation Dimensions on Corporate Reputation Consequences

The present study aims to investigate the influence of corporate recognition award and reputation dimensions on corporate reputation consequences . Moreover, the study also shows the mediating impact of corporate reputation between corporate recognition award and satisfaction and loyalty. The results of the study show that corporate recognition award and corporate reputation have significant influence on trust, satisfaction, loyalty and word of mouth influence. The corporate recognition dimensions also have a significant influence on corporate reputation consequences except good employer. The mediating analysis shows that corporate reputation partially mediates between corporate recognition award and satisfaction and loyalty. The results of the study indicate that corporate recognition award and corporate reputation can significantly influence corporate reputation consequences.

CORPORATE RECOGNITION AWARD AND REPUTATION DIMENSIONS ON CORPORATE REPUTATION CONSEQUENCES

The present study aims to investigate the influence of corporate recognition award and reputation dimensions on corporate reputation consequences . Moreover, the study also shows the mediating impact of corporate reputation between corporate recognition award and satisfaction and loyalty. The results of the study show that corporate recognition award and corporate reputation have significant influence on trust, satisfaction, loyalty and word of mouth influence. The corporate recognition dimensions also have a significant influence on corporate reputation consequences except good employer. The mediating analysis shows that corporate reputation partially mediates between corporate recognition award and satisfaction and loyalty. The results of the study indicate that corporate recognition award and corporate reputation can significantly influence corporate reputation consequences.