...Volume 9 Number 2 2010 Influence of Word of Mouth Communication Towards Indonesian Online Shopper Purchase Intention Mustika Sufiati Purwanegara School of Business and Management Institut Teknologi Bandung Eka Yuliana Master of Science in Management, School of Business and Management Institut Teknologi Bandung Abstract Word-of-mouth (WOM) gives the consumer perceptions to engage in retail online shopping can include both utilitarian and hedonic shopping dimensions. To cater to these consumers, online retailers can create a cognitively and esthetically rich shopping environment, through sophisticated levels of communication, as the personal influence, online community, and also by sharing they experience. Since the effect of word of mouth communications on marketing and has proven to stimulate online consumer's perceptions, 374 person of House of Taaj Facebookers in all over Indonesia, in which 280 female (75%) and 94 male (25%) has expressed their perceptions toward online purchase intention, and word of mouth. This research presumes that word of mouth from another online consumers, share information and features can influence online shopping intention and entice them to modify or even transform their original shopping predispositions by providing them with attractive and enhanced interactive features and controls of buying. To achieve the research objectives and the test hypotheses, factor analysis, and linear regression are used to analyze the significant level of each variable...
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...3, No 2, May 2012 ISSN (Online): 1694-0814 www.IJCSI.org 99 The Influence of Service Recovery Strategies on Word Of Mouth: Views of Mobile Phone Users Samsudin Wahab and Nor Sabrina Norizan Center of Applied Management Studies Faculty of Business Management, Universiti Teknologi MARA 42300 Puncak Alam, Selangor Abstract This study explores the relationship between perceived customer dimensions of justice and word of mouth among the selected university students in mobile phone usage. The respondent used for this study was 500 business students of Malaysian university students located in Kelang Valley. Out of 327 questionnaires distributed, there were 181 complainants. Dimensions of justice act as an independent variable consisted of procedural, interactional and distributional justice. In order to determine the relationship between dimensions of justice and customer satisfaction the researcher used multiple regressions. The result showed that distributional justice and interactional justice as a significant unique contribution to the prediction of customer word of mouth. Further research should be carried out to identify the other factors of service recovery strategies that will help in increasing the customer satisfaction towards the organization. As this research was conducted in the telecommunication sector, it would be appropriate if further research can investigate if customers from the other sectors can display similar behavior. It is because different sectors...
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...Analysis of Effects of Source Credibility, Electronic Word-Of-Mouth, Website Quality, and Perceived Quality towards Buying Decision Yonatan Suganda, Wibawa Prasetya (Pembimbing) ABSTRAK Penelitian menjelaskan pengaruh electronic word-of-mouth, source credibility, website quality dan perceived quality terhadap buying decision. Metode penelitian yang telah dilakukan adalah metode kuantitatif. Analisis dilakukan dengan mengumpulkan data dari kuesioner dengan responden adalah konsumen Bhinneka.Com. Penelitian ini bersifat deskritif dan verikatif, sedangkan analisis berdasarkan pengolahan data menggunakan metode SEMdisertai implikasi teoritis dan implikasi manajerial. Perkembangan internet di Indonesia telah mendorong berkembangnya e-commerce di Indonesia. Menurut data yang dirilis biro riset Frost & Sullivan, bersama China, Indonesia menjadi negara dengan pertumbuhan pasar e-commerce terbesar di dunia dengan rata-rata pertumbuhan 17 persen tiap tahun. Melalui penelitian ini disimpulkan, bahwa variable electronic word-of-mouth dan variable perceived quality tidak berpengaruh terhadap buying decision. Variabel website quality dan variable source credibility mengukur hal yang sama sehingga membentuk variable baru yaitu variable website credibility yang berpengaruh signifikan terhadap buying decision. Penelitian ini juga menemukan bahwa variable perceived quality memiliki pengaruh negative terhadap buying decision Kata kunci: SEM, Confirmatory Factor Analysis, buying decision...
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...IOSR Journal of Business and Management (IOSR-JBM) ISSN: 2278-487X. Volume 7, Issue 2 (Jan. - Feb. 2013), PP 101-109 www.iosrjournals.org Brand Love: Mediating Role in Purchase Intentions and Word-ofMouth Muhammad Yasin1, Amjad Shamim2 2 (Department of Business and Economics, Foundation University Islamabad, Pakistan) (Lecturer, Department of Business and Economics, Foundation University Islamabad, Pakistan) 1 Abstract: The objective of this research is two fold. First is to determine the impact of brand experience, brand trust and affective commitment on purchase intentions. Second is to ascertain the mediating role of brand love in the relationships of purchase intentions and word-of-mouth. The data was obtained from 265 cell phone customers from Islamabad and Rawalpindi cities of the Islamic Republic of Pakistan. Simple random sampling technique was used for the collection of data and the data was analyzed in SPSS 15.0 where correlation and regression analyses were performed. Results indicate that brand experience, brand trust and affective commitment have significant positive impacts on purchase intentions. In this relationship, the intensity of the impact of affective commitment is quite high as compared to other variables. Other results revealed that purchase intentions significantly predict brand love and word-of-mouth, and brand love also significantly predicts word-of-mouth. And finally, brand love has partial mediation affect in the relationship of purchase...
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...Social Media Marketing Abstract Keywords: social media marketing, advantages, electronic word-of-mouth (e-WOM), disadvantages. Introduction Marketing is a well-built methodological science and is continuously changing its rules to adapt to the new developments. Internet development and especially social media is one of the recent changes that happened to the market and it has a major impact on the communication between the firms and customers. Internet helps people to share, to create, to adjust content, and to get informed. It has certain characteristics (Peterson et al., 1997) such as: * Stores vast amounts of information at different virtual locations inexpensively * Distributes, searches, and organizes the information powerfully and inexpensively * Serves as a transaction medium * Low cost and easy entrance * Serves as a physical distribution medium for certain goods such as software. Social media is different from traditional media as it provides quality, regularity, usability, proximity, and eternity, which makes it efficient for the firms. According to a report from the Center of Marketing Research (CMR), more large companies are using social media to promote their brand online (Belicove, 2012). The introduction of social media to the market has changed the way businesses operate and advertise. The largest mediums have been pages such as Facebook, Pinterest, FourSquare, Youtube, and Twitter. In 2012, the yearly report showed that large companies...
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...HTMi, Hotel and Tourism Management Institute Switzerland The Influences of Electronic Word- Of-Mouth and Social Media on Tourists Decision-Making Process in Deciding Tourism Destinations Helen Pham ( Pham Thu Hien) Diploma 2 Table of Contents Chapter 1 Introduction........................................................................3 Chapter 2 Literature Review................................................................3 2.1 Theorical Framework.......................................................................3 2.1.1 Social Media....................................................................................4 2.1.2 The eWOM ( Electronic Word Of Mouth)…………………………………………………….5 2.1.3 Decision-Making Process...................................................................6 2.2 The influence of Social media and electronic word of mouth on consumer decision-making process of Tourism Destination……………….8 2.2.1 The Impacts of Social Media on Tourists’ Decision-making Process of Tourists..................................................................................................8 2.2.2 eWOM ( Electronic Word-of-mouth) effect in the tourist purchase decision making process on destination of choice……………………………………………………………..9 Chapter 3 Conclusion and Recommendations……………………………….11 References…………………………………………………………………………………12 List of Figures: Figure 1: Isra Garcia (2010) Social Media Integration Theory Model Figure 2: Kotler (2005) Decision-making...
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...Hsing-Chau Tseng Graduate School of Business and Operations Management, Chang Jung Christian University 396, Chang Jung Rd., Sec.1, Kway Jen, Tainan 71101, Taiwan, R.O.C Tel: 886-6-278-5123 Ext: 2020 E-mail: hsingchau@mail.cjcu.edu.tw Yun-Chen Lee (Corresponding author) Graduate School of Business and Operations Management, Chang Jung Christian University No. 396, Chang Jung Rd., Sec.1, Kway Jen, Tainan 71101, Taiwan, R.O.C Tel: 886-937-366-869 Abstract As product and price become less important, managers search for new ways to differentiate themselves in a buyer-seller relationship. Increasingly, businesses have to focus on service orientation to differentiate themselves from their competitors. As consumer loyalty depends primarily upon rendering quality service, the delivery process among business service orientation, frontline service employee performance and consumer response deserves more attention. This article explores some of the ways in which service orientation can be used as an appropriate alternative to the more traditional business methods. This study analyzes the dyadic data collected from 247 questionnaires distributed to consumers and employees across 17 branches of a financial service company. The results show that service orientation positively affects employee service performance but negatively affects consumer loyalty. Employee service performance positively influences consumer loyalty and indirectly positively influences word-of-mouth...
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...EWOM Literature Review In the recent times, the internet has become an extraordinary access to a vast amount of knowledge and information and became part of everyone’s life. Furthermore, the internet has emerged as a source and channel of the electronic word of mouth (eWOM) communication for customers (Henning-Thurau, Gwinner, Walsh & Gremler, 2004). Hennig-Thurau et al., (2004) defined eWOM as ‘any positive or negative statement made by potential, actual, or former customers about a product or company, which is made available to a multitude of people and institutions via the Internet’ (p.39). Hospitality and Tourism Industry has also been affected by this relatively new eWOM, where former visitors or customers express their opinion on destinations and places they have visited. The purpose of this literature review is to focus on the eWOM, its impact on the Hospitality and Tourism Industry and on the potential benefits it has for businesses and destinations. This review will contain information gathered and analyzed from different peer reviewed articles and studies to support the credibility of this paper. The eWOM in contrast of the traditional WOM has different types of electronic media channels that have an impact upon interpersonal relationships. There are the synchronous type and the asynchronous type, the first one include instant messaging, chatrooms and newsgroups. While asynchronous includes blogs, emails, virtual communities and websites (techdictionary.com...
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...ELECTRONIC WORD-OF-MOUTH IN HOSPITALITY AND TOURISM MANAGEMENT Stephen W. Litvin College of Charleston Ronald E. Goldsmith Florida State University Bing Pan College of Charleston Stephen W. Litvin is Professor of Hospitality and Tourism Management in the School of Business and Economics, at the College of Charleston (South Carolina); Ronald E. Goldsmith is the Richard M. Baker Professor of Marketing at Florida State University; and Bing Pan is Assistant Professor and the Director of the Office of Tourism Analysis at the College of Charleston. Address correspondence to: Steve Litvin, Department of Hospitality and Tourism Management, College of Business and Economics, College of Charleston, 66 George Street, Charleston, SC 29424. Phone 843-953-7317; Email litvins@cofc.edu Submitted June, 20, 2005 to Tourism Management Revised and resubmitted May 09, 2006 Second revision October 1, 2006 ELECTRONIC WORD-OF-MOUTH IN HOSPITALITY AND TOURISM MANAGEMENT Abstract Interpersonal influence and word-of-mouth (WOM) are ranked the most important information source when a consumer is making a purchase decision. This influence may be especially important in the hospitality and tourism industry, whose intangible products are difficult to evaluate prior to their consumption. When WOM becomes digital, the largescale, anonymous, ephemeral nature of the Internet induces new ways of capturing, analyzing, interpreting, and managing online WOM. This paper describes online interpersonal...
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...Factors Affecting Customer Satisfaction in Restaurants Industry in Batticaloa Region Virudsana Thayaleswaran Department of Management, Eastern University, Sri Lanka. Abstract The purpose this study is to investigate, compare and evaluate the determinants of the customers’ satisfaction in fast food industry. Quality service, price, environment are used as an independent variables and customers satisfaction use as dependent variable. The research is quantitative in nature and random sampling technique has been used for data collection through a questionnaire survey and the sample size for this study was 100. Data have been analyzed through correlation and, multiple regressions. Key Words: Customers satisfaction, Service Quality, Price. Introduction In today’s competitive market services within the same industries become increase and due to this reason services industries differentiate the delivery of the services and product create positioning through the different communication channels (Wallin Andreassen, 1998). As for as services are concerned there is more need to be focused while marketing services offerings to the other region or nation. There must be some controls over it because it has to be marketed finely and keeping in mind the culture and customs of other nation. Services can be best offered by understanding the need of international market and the trends of people about the services there. There might be a need of changing some rules or offering while...
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...Marketing Strategy Template Research Niesha Barnes HCS/490 January 7, 2016 Mr. Mathis Banks Word of Mouth and Direct Marketing are the two marketing strategies team B has chosen to discuss. Word of mouth marketing is considered to be the information passed from one person to another by oral communication. People all over the world are excited to share with their love ones, friends, and family the different brands and products they love. Direct marketing is used to promote and advertise someone products and services. Direct marketing is used with tablets, computers, and smartphones. This is a great way for people to use USPS or regular mail carriers to deliver right to the customers’ homes. This could be a good or bad way of marketing. Some people do not want to be bothered at home. However, some people will still look at the unwanted mail and may consider what they are looking at. Effective communication is the key in the workplace and a relationship. Communication helps productivity for any organization. The two strategies chosen were actively engaged in the conversation and being an active listener. Being and active listener will allow people to express their points of views to you and listen attentively. In order to maintain everything you may have heard it is important to take notes. When someone is active engaged in their conversation they can tell when your mind is on something else. People have to show genuine concerns and to make sure you show plenty of eye contact...
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...Word-of-mouth communication in the service marketplace The Authors W. Glynn Mangold, Professor of Marketing, Department of Management & Marketing, College of Business & Public Administration, Murray State University, Murray, Kentucky, USA Fred Miller, Professor of Marketing, Department of Management & Marketing, College of Business & Public Administration, Murray State University, Murray, Kentucky, USA Gary R. Brockway, Chairman and Professor of Marketing, Department of Management & Marketing, College of Business & Public Administration, Murray State University, Murray, Kentucky, USA Abstract Word-of-mouth communication (WOM) is a dominant force in the marketplace for services. However, the current body of research provides little insight into the nature of WOM in the service marketplace. Reports the results of a content-analytic study that provides insight into WOM’s content and the catalysts by which it is stimulated. The goal was to capture a series of “grounded events” from which broader patterns could be discerned. These grounded events were actual incidents of WOM as described by the recipients of a communication. Three content categories and ten catalyst categories are identified. Implications for managers are addressed. Article Type: Research paper Keyword(s): Communications; Consumer behaviour; Customer satisfaction; Interpersonal communications; Services marketing. Journal: JOURNAL OF SERVICES MARKETING Volume: 13 Number: 1 Year: 1999 ...
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... Marketing has taken on new meaning in economic s these days. It used to be that a person heard the word “market and the consumer would think of a store to purchase items needed for personal or home needs. When a person thinks the term “market” he or she usually think of advertisements. In this paper will define what marketing is. The importance of marketing in organizational successes will be addressed with examples of the business world to support the explanation. Marketing is defined as “a process of production and exchange that is concerned with the flow of goods and services from producer to consumer” (Marketing, 2013, na), Marketing is a wide spectrum that starts with people who develop the product to the simplest handling of the product. While in the past marketing of a product was solely done by word of mouth and channels to get merchandise was slow, marketing still existed usually in shops or merchandise stores. With the increase in use of the automobile and paved roads companies have had an easier time to get goods from one place to another. With the invention of the Internet, television, and radio, it has become easier to market items that consumers need and want. With this advance in economics and technology new stores popped up nearly driving the mom and pop stores out of business because the chain stores had the capital to invest in their marketing mix. “In 1999, more than $308 billion was spent on advertising...
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...Assignment 1.1 Determine a management area for investigation that has an implication for a work-related area. Answer: Protecting the health and safety of employees or members of the public who may be affected by your activities is an essential part of risk management and must be led by the governing body. Failure to include health and safety as a key business risk in board decisions can have catastrophic results. Many high-profile safety cases over the years have been rooted in failures of leadership. Health and safety law places duties on organizations and employers, and senior management can be personally liable when these duties are breached: members of the governing body have both collective sand individual responsibility for health and safety. 1.2 Identify the aim, scope and objective of the project. Answer: A comprehensive and holistic analysis such as the one recommended in this Toolkit is likely to reveal a broad range of challenges that people in the target area are facing. It is unlikely that a CBA project will be able to address all of these issues, so defining the scope of the project is an important step in the Design phase. While the following steps focus on the scope in terms of goals, objectives, targets and results, this step also includes defining the scope of the project with respect to its geographic reach and timeline. The project goal and objectives are key pieces of the project design, as they establish the framework for identifying expected...
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...A1. Nioco’s is a home-based business that focuses on custom cabinetry, furniture design, carpentry and maintenance, and decks and patios. Custom wood-work and furniture are in high demand in today’s market, everything from custom toy chests to commercial decks and patios. Some businesses may be small with carpenters who work from their home or they may be larger construction type businesses that specialize in cabinetry for homes and decks and patios. There are many benefits for a home-based carpentry business, like Nioco’s, to be online. Being online will give Nioco’s more exposure to their individualized work, letting people see first-hand the type of work Nioco’s can do and receiving customer feedback on the product will expand their customer base. Nioco’s currently operates by word-of-mouth, starting off by doing work for friends and posting pictures of the products on Facebook and letting those customers tell their friends, etc. If Nioco’s had an online web page, customers would be able to see examples of Nioco’s work, be able to contact and make orders easily, and receive customer feedback or testimonials to gain potential clients or improve customer experience. Nioco’s is operated and owned by one person, Jay Walden. As a home based business, he has all the tools necessary to make the most intricate designs and personalize projects. He has constructed wine racks, toy chests, keepsake boxes, picture frames, coffee tables, nightstands and storage benches. He has also...
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