The Effect of Electronic Word-of-Mouth upon Purchasing Cell Phone on the Internet

Wang, Ru-Yu and Wang, Jen-Hung and Chang, Ya-Chien (2016) The Effect of Electronic Word-of-Mouth upon Purchasing Cell Phone on the Internet. British Journal of Economics, Management & Trade, 15 (2). pp. 1-19. ISSN 2278098X

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Abstract

This research has divided the consumer shopping behaviors into pre- and post-purchase models in order to conduct a further discussion. Product attributes, gathering Electronic Word-of-Mouth (eWOM) and pre-purchase customer satisfaction are included in the pre-purchase model, and the post-purchase model covers product attributes, spreading eWOM and pose-purchase customer satisfaction. A structural equation model (SEM) is built to analyze the differences. The results reveal that: (1) Product attributes have significantly and positively influenced both eWOM (gathering positive and negative eWOMs before purchasing, and spreading positive and negative eWOMs after purchasing) and post-purchase customer satisfaction; (2) The positive eWOMs gathered before purchasing have positive significant effects on pre-purchase customer satisfaction; (3) The post-purchase customer satisfaction exerts positive significant effects upon spreading positive eWOMs and has negative significant effects on spreading negative eWOMs; (4) In the pre-purchase framework, gathering information on eWOMs has a full mediation effect, and it shows the customer satisfaction has an partial mediation effect in the post-purchase framework.

Item Type: Article
Subjects: Science Global Plos > Social Sciences and Humanities
Depositing User: Unnamed user with email support@science.globalplos.com
Date Deposited: 05 Jun 2023 06:18
Last Modified: 15 Jan 2024 04:29
URI: http://ebooks.manu2sent.com/id/eprint/966

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