The Impact of Electronic Word-of-Mouth on Customer Satisfaction

Hsiao Ching Kuo, Chinintorn Nakhata

Research output: Contribution to journalArticle

Abstract

Prior research has focused on the impact of electronic word-of-mouth (eWOM) on consumers’ pre-purchase and post-purchase behaviors. This article, however, focuses on the impact of eWOM on the consumer-retailer relationship through the examination of consumer satisfaction. Across three experiments, the authors show that the exposure to positive (negative) eWOM prior to purchase increases (decreases) consumer satisfaction. Such impact of eWOM is stronger when consumers are less motivated to process information with effort. These findings are consistent with the anchoring effect where consumers overly rely on an initial anchor (eWOM) to simplify the decision-making process due to unwillingness to process information cognitively.

Original languageEnglish (US)
Pages (from-to)331-348
Number of pages18
JournalJournal of Marketing Theory and Practice
Volume27
Issue number3
DOIs
StatePublished - Jul 3 2019

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Electronic word-of-mouth
Customer satisfaction
Purchase
Consumer satisfaction
Purchase behavior
Retailers
Decision-making process
Anchoring effect
Experiment

All Science Journal Classification (ASJC) codes

  • Marketing

Cite this

Kuo, Hsiao Ching ; Nakhata, Chinintorn. / The Impact of Electronic Word-of-Mouth on Customer Satisfaction. In: Journal of Marketing Theory and Practice. 2019 ; Vol. 27, No. 3. pp. 331-348.
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The Impact of Electronic Word-of-Mouth on Customer Satisfaction. / Kuo, Hsiao Ching; Nakhata, Chinintorn.

In: Journal of Marketing Theory and Practice, Vol. 27, No. 3, 03.07.2019, p. 331-348.

Research output: Contribution to journalArticle

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