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1 – 10 of 19
Article
Publication date: 18 May 2020

Wen-Hai Chih, Li-Chun Hsu and Jaime Ortiz

This study explores the effects of interpersonal determinants (tie strength and homophily) and informational determinants (source trustworthiness and customer endorsement…

1375

Abstract

Purpose

This study explores the effects of interpersonal determinants (tie strength and homophily) and informational determinants (source trustworthiness and customer endorsement) on perceived positive electronic word-of-mouth (eWOM) review credibility (PPERC), which subsequently affects attitude toward the product (ATP), attitude toward the Fan Page (ATFP), and eWOM review adoption (ERA) based on the cognition-affection-behavior (CAB) model.

Design/methodology/approach

The research sample consists of 402 subjects who used the Fan Page of Fashion Guide for more than one year. This research adopts a Structural Equation Modeling (SEM) to test the proposed model, which shows a good fit.

Findings

The results indicate that tie strength, homophily, source trustworthiness and customer endorsement each have a significant and positive effect on PPERC, respectively. In addition, homophily has a significant and positive effect on the strength and source trustworthiness. Furthermore, the results reveal that PPERC has a significant and positive effect on ATP, ATFP and ERA.

Originality/value

This study contributes to the literature by integrating multi perspectives and factors from informational determinants and interpersonal determinants. In addition, this study proposes that these determinants affect ERA via PPERC and dual attitudes (ATP and ATFP).

Article
Publication date: 2 October 2017

Jaime Ortiz, Wen-Hai Chih and Hsiu-Chen Teng

The purpose of this paper is to explore the relationships among cognitive-based trust, affect-based trust, sense of belonging, self-image congruity, perceived…

1936

Abstract

Purpose

The purpose of this paper is to explore the relationships among cognitive-based trust, affect-based trust, sense of belonging, self-image congruity, perceived community-brand similarity, and information intention by applying the uses and gratification (U&G) theory and the dual mediating hypothesis in the context of Taiwanese social networking brand sites.

Design/methodology/approach

This study uses specific metrics to measure construct items. The respondents have used or currently use the Facebook Apple fan page for more than three months. This study conducts the online survey of mySurvey through the website and provides respondents with convenience store coupon rewards to increase the response rate. This study collects 500 samples with 381 valid samples and uses a structural equation modeling to test the research hypotheses.

Findings

The effects of cognitive-based trust on psychological factors are higher than the effects of affect-based trust on psychological factors. In addition, cognitive-based trust has the largest effect on perceived community-brand similarity as well as on self-image congruity. Hence, cognitive-based trust is far a more important factor than affect-based trust for the effects on psychological factors. Self-image congruity has significant and positive effects on the intention to give, obtain, and pass information. Self-image congruity has the largest effect on the intention to pass information as well as on the intention to obtain information, but sense of belonging has the largest effect on the intention to give information. The effects of perceived community-brand similarity on the intention to give information and the intention to obtain information are significant yet mild.

Practical implications

SNS members are eager to participate in e-word-of-mouth (e-WOM) activities via affection and social interaction, care for each other, and a feeling of concern. SNS managers should focus on members’ interaction content and processes to foster long-term relationships and create value propositions. Managers should use innovative online platforms to maintain communication and interaction in order to: provide cognitive trust among members; acquire members’ trust; retain members; and enhance members’ connectivity. SNS managers must increase members’ psychological connection, utilize cognitive-/affect-based trust, and attract brand devotion for common interests.

Social implications

In terms of the SNS members’ interaction and participation in interpersonal relationships, psychological perspectives can generate long-term reliance and sense of belonging. The willingness to exchange information and the involvement of continuous participation can affect the e-WOM behavior of giving and passing information. Brand fan page members are more willing to engage in e-WOM intentions when they have a higher self-image congruity and sense of belonging.

Originality/value

This study adopts the tricomponent attitude model to examine the relationship among cognition, affection, and behavioral intentions of community members between individuals and groups.

Details

Internet Research, vol. 27 no. 5
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 4 June 2018

Tao-Sheng Chiu, Wen-Hai Chih, Jaime Ortiz and Chia-Yi Wang

The purpose of this paper is to investigate the relationship between e-buyers and e-sellers in the context of the Chinese culture. It examines the relationships among…

1026

Abstract

Purpose

The purpose of this paper is to investigate the relationship between e-buyers and e-sellers in the context of the Chinese culture. It examines the relationships among swift guanxi, trust, uncertainty, and repurchase intentions. This study probes the possible mediation effects caused by the process where consumers form their thoughts and actions.

Design/methodology/approach

This study developed a theoretical model to examine how swift guanxi, trust, and uncertainty influence repurchase intentions of online auction consumers. The mediation effects of trust and uncertainty were also examined. This study gathered 455 valid samples and analyzed data by applying a structural equation modeling.

Findings

The results confirm that swift guanxi has significant and positive effects on trust and repurchase intentions, but swift guanxi has a significant and negative effect on uncertainty. In addition, trust has a significant and positive effect on repurchase intentions. On the other hand, uncertainty has a significant and negative effect on repurchase intentions. Finally, both trust and uncertainty have partial mediation effects between swift guanxi and repurchase intention.

Research limitations/implications

The findings extend the current state of knowledge about the relationships among swift guanxi, trust, uncertainty, and repurchase intentions, as well as reveal the psychological mechanism of the effects of trust and uncertainty on repurchase intentions.

Practical implications

The findings provide a deeper understanding of the effect of customers’ swift guanxi on repurchase intentions under different perspectives of the double-edged sword of trust and uncertainty in Yahoo! Online auction.

Originality/value

This study decomposes the constructs of swift guanxi, trust, and uncertainty into various dimensions and investigates the relationships between these dimensions and repurchase intentions. It has not been done in this way previously. The results contribute to the understanding of online auction customers’ behaviors.

Details

Internet Research, vol. 28 no. 3
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 14 August 2017

Jaime Ortiz, Tao-Sheng Chiu, Chih Wen-Hai and Che-Wei Hsu

The research framework of this study is based on tri-component attitude model (cognition-affect-conation) which explores consumers’ positive or negative emotions, as well…

1730

Abstract

Purpose

The research framework of this study is based on tri-component attitude model (cognition-affect-conation) which explores consumers’ positive or negative emotions, as well as various types of thoughts and actions, triggered by their perceived justice in the context of service failure. This study aims to probe the possible mediating and moderating effects caused by the process where consumers form their thoughts and actions.

Design/methodology/approach

This study conducts a survey to consumers after restaurant dining. This study collects data from 262 respondents and analyzes the data with the structural equation modeling.

Findings

The results indicate that perceived justice has significant effect on empathy, anger, positive word-of-mouth, repurchase intention and revenge. Empathy has a significant and positive effect on positive word-of-mouth. Anger has significant and positive effects on revenge and avoidance. Empathy is a mediator between perceived justice and positive word-of-mouth. Blame attribution and service failure severity are the moderators in the relationship between perceived justice and empathy/anger.

Research limitations/implications

Consumers might have experienced the scenarios described in the questionnaire and their responses might be based on recall of their previous dining experiences in other restaurants, thereby resulting in a time lapse problem and affecting the conclusions of this study.

Practical implications

It is not adequate to gain consumers’ choices just demonstrate favorable customer perceived justice and empathy in today’s industrial highly competitiveness because blame attribution and perception of service failure severity result in different positive and negative emotions and behavioral intentions. Therefore, food and beverage industry must have a various recovery approaches to recover service failure and create a more appealing relationship with consumers.

Originality/value

This study investigates the relationships among perceived justice, emotions and behavioral intentions which are seldom discussed in the past studies. In addition, this study investigates the mediating effect of empathy in the relationship between perceived justice and positive word-of-mouth. The results of this study indicate that blame attribution and service failure severity are the moderators between perceived justice and emotions (empathy/anger). The mediator of empathy and the moderators of blame attribution and service failure severity can enhance the research gap in the context of service recovery for the tri-component attitude model.

Details

International Journal of Conflict Management, vol. 28 no. 4
Type: Research Article
ISSN: 1044-4068

Keywords

Article
Publication date: 10 July 2017

Wen-Hai Chih, Li-Chun Hsu and Dah-Kwei Liou

The purpose of this paper is to explore a model of how people are influenced from the perspectives of individuals (cognitive trust and affective trust), group (sense of…

1320

Abstract

Purpose

The purpose of this paper is to explore a model of how people are influenced from the perspectives of individuals (cognitive trust and affective trust), group (sense of virtual community), and social influence (normative influence and information influence) factors.

Design/methodology/approach

This research adopts structural equation modeling to test the proposed model and the structural model shows a good fit. This research sample consists of 312 members who have used Facebook for at least six months.

Findings

The results indicate the following. Both cognitive trust and affective trust have effects on members’ sense of virtual community. Cognitive trust, affective trust, and sense of virtual community have effects on both normative influence and informative influence, respectively. Members in a virtual community could create a sense of virtual community via affective trust. Members’ sense of virtual community partially mediates between cognitive/affective trust and normative/informative influence.

Originality/value

This study investigates the multiple perspectives of the interpersonal interaction between individual, community, and social influence.

Details

Industrial Management & Data Systems, vol. 117 no. 6
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 7 August 2018

Li-Chun Hsu, Kai-Yu Wang and Wen-Hai Chih

Understanding how to develop users’ word of mouth to promote a virtual community (VC) is an important issue in VC management. The purpose of this paper is to investigate…

Abstract

Purpose

Understanding how to develop users’ word of mouth to promote a virtual community (VC) is an important issue in VC management. The purpose of this paper is to investigate the factors that lead to VC participation and promotion from a social influence perspective.

Design/methodology/approach

This research recruited 368 VC (i.e., Fashion Guide) members in Taiwan and used structural equation model to test research hypotheses.

Findings

The results showed that both shared vision and language positively influenced norm of reciprocity and social identity, respectively. Norm of reciprocity and social identity influenced VC participation intentions, and subsequently resulted in VC promotion intentions.

Originality/value

Prior studies neglect investigating the relationships between the three social influence processes (internalization, compliance and identification). This study contributes to the literature by proposing that internalization affects VC participation and promotion via compliance and identification.

Details

Industrial Management & Data Systems, vol. 118 no. 6
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 4 June 2020

Kai-Yu Wang, Wen-Hai Chih, Li-Chun Hsu and Wei-Ching Lin

This research investigates whether and how perceived firm remorse (PFR) influences consumers’ coping behaviors in the digital media service recovery context. It also…

Abstract

Purpose

This research investigates whether and how perceived firm remorse (PFR) influences consumers’ coping behaviors in the digital media service recovery context. It also examines how an apology should be delivered to generate PFR.

Design/methodology/approach

In Study 1, 452 mobile application service users were recruited for a survey study, and Structural Equation Modeling was used to test the research hypotheses. In Study 2, 1,255 mobile application service users were recruited for an experimental study.

Findings

Study 1 shows that PFR negatively influences blame attribution and positively influences emotional empathy. Emotional empathy negatively affects coping behaviors. According to this study, blame attribution and emotional empathy do not have any serial mediation effect on the relationship between PFR and coping behaviors. Only emotional empathy mediates the effect of PFR on coping behaviors. Study 2 finds that response time and apology mode jointly influence PFR.

Research limitations/implications

This research establishes the relationship between PFR and coping behaviors and shows the mediating role of emotional empathy in this relationship.

Practical implications

Service providers should consider response time and apology mode, as the two factors jointly influence the extent of PFR, which affects consumers’ coping behaviors through emotional empathy. A grace period, in which PFR does not decrease, is present when a public apology is offered. Such an effect does not exist when a private apology is offered.

Originality/value

This research explains how PFR influences coping behaviors and demonstrates how apology mode moderates the effect of response time on PFR in the digital media service recovery context.

Details

Journal of Service Management, vol. 31 no. 3
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 30 November 2018

Chih Wen-Hai, Chien-Yun Yuan, Ming-Te Liu and Jiann-Fa Fang

All previous research seldom considered the proliferation process from the perspective of consumers or from a negative perspective to examine the desire for revenge and…

1280

Abstract

Purpose

All previous research seldom considered the proliferation process from the perspective of consumers or from a negative perspective to examine the desire for revenge and negative word of mouth (WOM) caused by deficiencies in innovative products. The purpose of this paper is to investigate consumers’ subsequent behaviors after they have outward and inward negative emotions such as anger and regret. The objective of this study is to explore the different effects of customers’ anger and regret on desire for revenge and negative WOM.

Design/methodology/approach

This research uses structural equation modeling to analyze 226 samples.

Findings

The results showed that regret has significant and positive effects on desire for revenge and negative WOM but anger has only a significant and positive effect on desire for revenge. Moreover, desire for revenge has a significant and positive effect on negative WOM. In addition, the desire for revenge plays a crucial mediator between anger and negative WOM as well as regret and negative WOM.

Practical implications

Corporations can use tangled emotions among consumers to predict the development of the desire for revenge and immediately implement remedies for deficiencies to prevent consumers from developing the desire for revenge and spreading negative WOM regarding the corporation or product, or engaging in other revenge behaviors. Corporations can easily detect and prevent the path between anger and revenge behaviors simply based on the desire for revenge. In contrast to the outward negative behavior that is anger, regret is implicit and internal.

Originality/value

This study explored two negative emotions of affect (anger and regret) based on affection and conation/action of the tricomponent attitude model and their different effects on consumers’ revenge behaviors such as desire for revenge and negative WOM. The contributions of this research are to clarify the different relationships between outward negative emotion (anger) and desire for revenge/negative WOM as well as inward negative emotion (regret) and desire for revenge/negative WOM.

Details

Online Information Review, vol. 43 no. 5
Type: Research Article
ISSN: 1468-4527

Keywords

Article
Publication date: 13 February 2017

Wen-Hai Chih, Tao-Sheng Chiu, Li-Chi Lan and Wen-Chang Fang

This study aims to investigate the relationships between consumers’ perceived justice and their behavioral intentions and explores the effects of psychological contract…

2040

Abstract

Purpose

This study aims to investigate the relationships between consumers’ perceived justice and their behavioral intentions and explores the effects of psychological contract violation on the relationships.

Design/methodology/approach

This study conducts sampling through the survey to consumers after restaurant dining. This study collected data from 400 respondents and analyzed the data with the structural equation modeling.

Findings

The results indicate that consumers who experience higher level of distribution justice and procedure justice are more likely to have behavioral intentions. This study also reveals that psychological contract violation is a partial mediator of the above relationships. Consumers will feel less psychological contract violation when they perceive more distribution justice and procedure justice and will not significantly affect them more likely to repurchase intention.

Originality/value

During restaurant service, if consumers feel distribution or procedure injustice, they are more likely to engage in negative word-of-mouth. However, the lack of significant and positive effect of interaction justice on negative word-of-mouth in this study can be because of other intervening variables, such as intensity. Furthermore, in terms of customer’s repurchase intention, the results indicate significant and positive effects for all three types of justice on repurchase intention.

Details

International Journal of Conflict Management, vol. 28 no. 1
Type: Research Article
ISSN: 1044-4068

Keywords

Article
Publication date: 1 April 1995

Wen‐Hai Chih and Dwayne A. Rollier

Prototype patterns and pattern diagnostic characteristics have beenproposed in a previous article. Simulation results based on theprototypes and the diagnostic…

Abstract

Prototype patterns and pattern diagnostic characteristics have been proposed in a previous article. Simulation results based on the prototypes and the diagnostic characteristics have also been presented as a justification for the study. Outlines a methodology, with three major components, which designates eight processors to identify the unnatural pattern. The working memory (blackboard) characterizes the symbolic structure of the transformed data and stores the intermediate results from each processor. Eight processors are the kernel of the knowledge base used to classify the pattern of the observations. The comparison of intermediate results is executed in the inference engine, which makes the preliminary decision. The implementation of the processors is coded in Turbo C and runs on an IBM PC/XT/AT or compatible PC. The results of the implementation and validation demonstrate that the methodology does a good job for two‐variable pattern recognition.

Details

International Journal of Quality & Reliability Management, vol. 12 no. 3
Type: Research Article
ISSN: 0265-671X

Keywords

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