期刊
DECISION SUPPORT SYSTEMS
卷 129, 期 -, 页码 -出版社
ELSEVIER
DOI: 10.1016/j.dss.2019.113168
关键词
Expectation confirmation model (ECM); Electronic word-of-mouth (eWOM); Online review; Online community; Dissatisfaction; Disconfirmation; Smart tourism; TripAdvisor
类别
资金
- American University of Sharjah [FRG19-S-B90]
While many studies focus on how electronic word-of-mouth (eWOM) affects the readers of eWOM, this study examines what influences the writers of eWOM. We analyze survey results from 438 TripAdvisor hotel reviewers to reveal that two distinct types of expectation confirmation influence the writing of eWOM, as do satisfaction and consumers' personal characteristics. Thus, this study makes two primary contributions, first by identifying and describing consumers' two types of expectation confirmation, and second by noting that one set of antecedents leads consumers to write negative eWOM while a different set of antecedents leads consumers to write positive eWOM.
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