A4 Refereed article in a conference publication
Determinants of Customers’ eWOM Behaviour—A System Success Perspective
Authors: Ping Wang, Xianfeng Zhang, Reima Suomi, Chuanming Sun
Editors: Roland Schegg, Brigitte Stangl
Conference name: ENTER eTourism Conference
Publication year: 2017
Book title : Information and Communication Technologies in Tourism 2017
First page : 401
Last page: 415
ISBN: 978-3-319-51167-2
eISBN: 978-3-319-51168-9
DOI: https://doi.org/10.1007/978-3-319-51168-9_29
Web address : https://link.springer.com/chapter/10.1007/978-3-319-51168-9_29
Consumers are both eWOM receivers as well as generators. Despite extant literatures on eWOM adoption and generation research, little research focused on eWOM communication from a system perspective. This research examined eWOM adoption and generation behaviour using the IS success approach by including three dimensions of quality perception of travel review websites, namely information quality, system quality, and social quality. The proposed research model is tested with empirical data from 204 respondents who have both used and generated eWOM. The findings indicate that, information quality (completeness), system quality (reliability), and social quality (social interaction) all exert significant effect on travellers’ eWOM use behaviour. System quality (integration, reliability), and social quality (social presence, social interaction) are important predictors for travellers’ eWOM generation behaviour.
