A4 Vertaisarvioitu artikkeli konferenssijulkaisussa
Determinants of Customers’ eWOM Behaviour—A System Success Perspective
Tekijät: Ping Wang, Xianfeng Zhang, Reima Suomi, Chuanming Sun
Toimittaja: Roland Schegg, Brigitte Stangl
Konferenssin vakiintunut nimi: ENTER eTourism Conference
Julkaisuvuosi: 2017
Kokoomateoksen nimi: Information and Communication Technologies in Tourism 2017
Aloitussivu: 401
Lopetussivu: 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
Verkko-osoite: 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.
