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The purpose of this paper is to highlight the significance of relationship quality factors (customer satisfaction, e‐trust, and e‐commitment) on positive word of mouth (WOM) in online retailing.

The relative importance of site characteristics in online retailing on customer satisfaction was examined and the relationship among customer satisfaction, trust, and commitment in offline was identified. This paper then proposes a conceptual model of the relationship among site characteristics, relationship quality, and WOM in online retailing. AMOS 5.0 was used to test for the hypothesized relationships.

All of site characteristics in online retailing have a positive influence on customer satisfaction. Communication of site characteristics has a positive effect on customer satisfaction more than the other factors (shopping convenience, site design, informativeness, and security). Customer satisfaction affects positively e‐commitment more than it does e‐trust. E‐commitment affects positively WOM more than it does e‐trust. This paper identifies the causal relationship among site characteristics, relationship quality, and WOM. Further, the relative importance of customer satisfaction in relationship quality of online retailing is examined.

Results provide important insights into the impact of site characteristics in online retailing on customer satisfaction compared to other previous researches. In addition, e‐trust and e‐commitment are identified as important antecedents of e‐WOM.

In recent years, electronic word-of-mouth (e-WOM) concerning travel products reflected in online review information has become an important reference for tourists to make their product purchase decisions, while for travel service providers (TSPs), monitoring and improving the e-WOM of their travel products is always an important task. Therefore, based on the online review information, how to capture e-WOM of travel products and find out specific ways to improve the e-WOM is a noteworthy research problem. The purpose of this paper is to develop a method for capturing and analyzing e-WOM toward travel products based on sentiment analysis and stochastic dominance.

Specifically, online review information of travel products is first crawled and preprocessed. Second, sentiment strengths of online review information toward travel products concerning each feature are judged. Then, the matrix of structured online review information toward travel products is formed. Further, the matrix of e-WOM comparisons between any two travel products is constructed, and e-WOM ranking concerning each travel product is determined. Finally, trade-off chart models are constructed to conduct the e-WOM improvement analyses concerning the travel products.

An empirical study based on the online review information toward six travel products crawled from the Tuniu.com website is given to illustrate the use of the proposed method.

The proposed method can not only realize the real-time e-WOM monitoring to travel products but also be useful for TSPs to improve the e-WOM of their travel products.

The purpose of this paper is to compare the antecedents and consequences of two distinct types of virtual co-creation behaviours that require different degree of effort from the customer, i.e. customer participation (CPB), and customer citizenship (CCB) behaviour, in a cross-cultural study.

A survey was conducted among members of online panels in the UK and Spain, reaching a sample of 800 online individuals who participate in online co-creation processes with fashion retailers. This design allows us to test the cross-cultural effects. Multi-group structural equations modelling was used to analyse the data.

Virtual co-creation behaviours are driven by perceived ease-of-use of the co-creation platform, electronic word-of-mouth (e-WOM) quality and fashion involvement; however, the effects are different on CPB, affected by perceived ease-of-use more strongly, and on CCB, driven by e-WOM quality and fashion involvement more strongly. Higher level of co-creation increases satisfaction with co-creation, which mediates the effect on engagement and intention of future co-creation. The cross-cultural design reveals that most relationships hold in both countries, with the exception of the influence of fashion involvement on CPB, while some differences in the size of the effects appear between countries.

This study contributes to increasing our knowledge on online co-creation in several ways. First, the authors investigate, in the online environment, two co-creation behaviours, CPB and CCB, and compare their antecedents. This paper provides a cross-cultural validation of the relationships between CPB and CCB’s antecedents and consequences, identifying the different effects due to culture.

The primary aim of this study is to identify and analyze the key factors that impact the intentions of Jordanian tourists to visit and revisit destinations using the Jannah Jo app.

A self-administered questionnaires via Google Forms was employed comprising a sample of 401 Jordanian tourists who have the Jannah Jo app. Partial least squares-structural equation modeling approach was applied for hypotheses testing.

The present investigation has revealed that the constructs of perceived ease of use (PEU), perceived usefulness (PU) and perceived value (PV) exerted a significant and positive impact on electronic word of mouth (e-WOM). Additionally, e-WOM was observed to wield a positive and significant influence on the attitudes of consumers' decision-making, thereby ultimately affecting the intentions of Jordanian tourists with regard to their decisions to visit and revisit destinations. Nevertheless, it is noteworthy that the results indicated that neither augmented reality nor content quality exhibited any statistically significant positive relationship with e-WOM.

Tourism agencies striving to encourage the adoption of smart applications must grasp the relevance of e-WOM within the contemporary digital milieu. Additionally, they should acknowledge the significance of tourists' intentions concerning both revisiting and initial visits. This research contends that such agencies ought to take into account the substantial influence exerted by PEU, PU and PV in shaping the favorable e-WOM discourse.

By integrating the technology acceptance model in conjunction with other relevant variables, this research strives to develop a comprehensive model that advances the comprehension of the intricate determinants affecting tourists' engagements with mobile applications. Furthermore, it is noteworthy that this study represents the initial investigation conducted in the Middle East, specifically in Jordan, on this subject matter.

The purpose of this study is to empirically verify the role of determinants of information quality in shaping attitudes and intention of respondents from major metro cities of India towards electronic word of mouth (e-WOM) using personal identifying information (PII) as a moderator.

For the purpose of measuring the role of information quality in predicting attitude towards e-WOM (moderated by PII), the study proposes and validates the research framework by collecting responses from 375 respondents with diverse demographics, belonging to select metro cities of India.

All the constructs of information quality have a significantly positive effect on attitude of travellers towards e-WOM. Attitude further impacts the behavioural intention to book via an online travel agency/agent (OTA). PII successfully moderated all the hypothesized relationships with attitude except review sidedness.

The study offers a rationale to fill the gap between information quality and attitude as well as exploring new relationships using PII as a moderating variable. It further opens new avenues in researching the behavioural intention of travellers from metro cities of India with the disruptions created by Web 2.0.

OTAs in this competitive time must try to harmonize their systems to create content that is timely updated, unique, convincing and useful to build long-term relationships and generate continued revenues.

In the context of OTAs in India, this study has successfully identified the most relevant constructs of information quality and examined their effectiveness in creating a positive attitude towards e-WOM. The use of contemporary construct “PII” as a moderator will help marketers develop effective strategies for reducing anonymity in reviews and capturing the intention of experience-oriented travellers from the metro cities of India.

The study explored users' tendency of confirmation bias when processing congenial vs. uncongenial electronic-word-of-mouth (e-WOM) about mystery fictions, a hedonic product category with strong experience and hedonic characters.

A two-stage judgment approach was employed where the participants were asked to judge a set of mystery novels twice: one before, and another after they were exposed to positive and negative e-WOM. The first-stage judgment established two favored and two disfavored titles by each participant. They were then asked to read six consumer reviews – three positive and three negative – for each of the four titles. The procedures created four review evaluation situations: two congruent and two incongruent, which allowed the authors to assess the participants' perceptions of congenial and uncongenial reviews and their rating adjustments of the titles. Participants' involvement in mystery novels was also measured to test its moderating effect on confirmation bias.

Confirmation bias in the evaluation of e-WOM was observed and reinforced by the user's involvement in the genre. Congenial reviews were perceived to be significantly more credible, better reflect the intrinsic value of a title and less subjectively motivated than uncongenial reviews. Furthermore, after exposure to equal amount of positive and negative e-WOM, an asymmetrical adjustment of final rating of the titles was observed. A significantly greater downward adjustment was observed for disfavored than favored titles. Stronger positive confirmation bias was also observed in the evaluation of WOM.

Previous studies on e-WOM have shown conflicting findings on the relative efficacy of positive vs. negative reviews. By introducing the factor of prior attitudes, the study demonstrated that whether WOM is consistent with an individual's prior attitude, rather than the valences of WOM in itself, determines its persuasiveness. Thus, it established the confirmation bias in users' processing of e-WOM. The finding highlights the importance for marketers to establish a positive initial impression, which, as the findings demonstrated, helps alleviate the damages caused by negative WOM.

This is the first study that has ever attempted to study the effect of confirmation bias during the users' processing of e-WOM in an experimental setting. By having the participants judge the books before and after exposure to congenial and uncongenial e-WOM, the authors were able to establish the link between the users' prior commitment to a book and their subsequent judgment of both the titles and the e-WOM.

The peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-01-2020-0026

Using the stimulus–organism–response (SOR) theoretical model, this empirical research aims to examine and validate how tourists’ interactions with 360-degree virtual reality (VR) videos incorporating Web navigability and visual interface design quality (stimulus) on travel websites can make tourists more engaged and then satisfied (organism), which could make them more likely to visit destinations and spread electronic word of mouth (e-WOM) (response).

Using the convenience sampling method, 975 responses were collected through a questionnaire. The data were analysed using Smart-PLS 4 software to investigate the hypothesised relationships.

The findings demonstrate that 360-degree VR videos significantly create Web user engagement, and Web user engagement is significantly associated with Web user satisfaction. The result shows that Web user engagement and satisfaction impact the intention to visit the tourist destination. Additionally, Web user satisfaction impacts e-WOM. Lastly, navigability and visual interface design quality are significantly moderated between 360-degree VR videos and Web user engagement.

This research only examined the tourists’ behavioural intentions with 360-degree VR videos during the pre-travel phase. In contrast, future research may investigate how tourists behave with VR during the on-site and post-travel phases.

Tourism marketers should not only adopt 360-degree VR but also integrate Web navigability and visual interface design to boost Web users’ engagement on tourism websites.

This study advances the study of VR from the tourists’ psychological perspective. Moreover, the SOR theory has been re-examined from the VR and technology tourism perspectives. It provides a general understanding of the behavioural aspects of tourists in developing countries.

利用刺激-有机体反应（SOR）理论模型, 本实证研究检验并验证了游客与旅游网站上结合了网络导航性和视觉界面设计质量（刺激）的360度虚拟现实(VR)视频的互动如何使游客更投入、更满意（有机体）, 这可能使他们更有可能访问目的地并传播电子口碑（响应）。

采用方便抽样法, 通过问卷调查收集了975份回复。使用Smart-PLS 4软件对数据进行分析, 以调查假设的关系。

研究结果表明, 360度虚拟现实(VR)视频显著提高了网络用户参与度, 网络用户参与与网络用户满意度显著相关。结果表明, 网络用户参与度和满意度对旅游目的地的访问意愿有影响。此外, 网络用户满意度也会影响电子口碑。最后, 在360度虚拟现实(VR)视频和网络用户参与度之间, 导航性和视觉界面设计质量显著适中。

这项研究只考察了游客在旅行前阶段使用360度虚拟现实(VR)视频的行为意图。相比之下, 未来的研究可能会调查游客在现场和旅行后阶段使用虚拟现实(VR)的行为。

旅游营销人员不仅应采用360度虚拟现实(VR), 还应将网络导航性和视觉界面设计相结合, 以提高网络用户对旅游网站的参与度。

本研究从游客的心理角度推进了虚拟现实(VR) 的研究。此外, 还从虚拟现实(VR)和科技旅游的角度重新审视了SOR 理论。它提供了对发展中国家游客行为方面的一般了解。

Utilizando el modelo teórico estímulo-organismo-respuesta (SOR), esta investigación empírica examinó y validó cómo las interacciones de los turistas con los vídeos de RV de 360 grados que incorporan la navegabilidad web y la calidad del diseño de la interfaz visual (estímulo) en los sitios web de viajes pueden hacer que los turistas se sientan más comprometidos y luego satisfechos (organismo), lo que podría hacerles más propensos a visitar los destinos y a difundir el e-WOM (respuesta).

Utilizando el método de muestreo por conveniencia, se recogieron 975 respuestas a través de un cuestionario. Los datos se analizaron mediante el software Smart-PLS 4 para investigar las relaciones hipotetizadas.

Los resultados demuestran que los vídeos de RV de 360 grados generan un compromiso significativo de los usuarios de la web y que el compromiso de los usuarios de la web se asocia significativamente con su satisfacción. El resultado muestra que el compromiso y la satisfacción del usuario web repercuten en la intención de visitar el destino turístico. Además, la satisfacción del usuario web influye en el e-WOM. Por último, la navegabilidad y la calidad del diseño de la interfaz visual son significativamente moderadas entre los vídeos de RV de 360 grados y el compromiso del usuario web.

Esta investigación sólo examinó las intenciones de comportamiento de los turistas con los vídeos de RV de 360 grados durante la fase previa al viaje. En cambio, en futuras investigaciones se podría estudiar cómo se comportan los turistas con la RV durante las fases in situ y posterior al viaje.

Los profesionales del marketing turístico no sólo deberían adoptar la RV de 360 grados, sino también integrar la navegabilidad web y el diseño de la interfaz visual para potenciar el compromiso de los internautas en los sitios web turísticos.

Este estudio avanza en el estudio de la RV desde la perspectiva psicológica del turista. Además, se ha reexaminado la teoría S-O-R desde las perspectivas de la RV y el turismo tecnológico. Proporciona una comprensión general del aspecto conductual de los turistas en los países en desarrollo.

This study is undertaken to examine the role of information and communication technology (ICT), e-service quality and e-information quality towards brand image of universities by concentrating on students’ e-learning, e-word of mouth and satisfaction.

The target population was the students of public and private universities in Pakistan. Data collected using an e-questionnaire by 408 students were subjected to PLS-SEM for analysis.

Findings revealed that ICT, e-service quality and e-information quality are positively contributed toward students' e-learning which ultimately leads to create positive e-word of mouth and students' satisfaction. Meanwhile, results also identified that e-word of mouth and students' satisfaction lead to generate a positive brand image of universities.

This study has unique implications for universities to develop an e-learning platform to facilitate their students in this situation of COVID-19. It provides guidelines for educational institutions to implement the learning management system effectively with a view to facilitate the students with education.

This study has novel contribution in literature in the domain of digital learning. It is unique in a way to integrate the usage of technology with students' e-learning and satisfaction that ultimately create brand image of universities.

While the usage of social media reviews has become increasingly popular in recent years, few studies in this context of Bangladesh have investigated its impact on restaurant visit intention. Therefore, this study aims to explain the role of attitude toward social media reviews in customers' restaurant visit intention from the perspective of Bangladesh. In doing so, predictors of attitude toward social media reviews were also ascertained and their indirect effects on restaurant visit intention were investigated.

A survey questionnaire was administered to 300 university students. A six-factor based measurement model was proposed, and structural equation modeling (SEM) was used in testing the hypotheses represented by the model. Furthermore, a focus group discussion with 12 respondents was also held to assess how negative reviews on social media affect the customers' restaurant visit intention.

This study reveals that perceived usefulness, perceived ease of use, trustworthiness and information quality of social media reviews are positively related to attitude toward using positive social media reviews for choosing a restaurant. Furthermore, attitude toward positive social media reviews directly contributes to the intention to visit restaurants. Besides, attitude toward social media reviews fully mediates the relationship of perceived usefulness, perceived ease of use and trustworthiness with restaurant visit intention, whereas it partially mediates the relationship between information quality and restaurant visit intention. Besides, results from focus group discussion revealed that customers typically trust negative reviews which reduce their intent to visit restaurants.

The samples chosen for this study belong only to a particular stratum of the population (students from a specific institution/university). Hence, the outcomes should be generalized with caution.

This study provides practical guidelines for the restaurant marketers to formulate improved strategic decisions by tracking the restaurant customers' attitudes, behavioral intentions, sentiments and share of voice on social media platforms. The results of this study will encourage the restaurant marketers to build sustainable relationships with influential food bloggers to spawn positive electronic word of mouth (e-WOM).

This is one of the first studies in Bangladesh that have covered up a timely and untouched research area, providing empirical evidence regarding the effects of attitude toward social media reviews on restaurant visit intent in the context of a South Asian country like Bangladesh.

The aim of this study is to examine the behavioral intention (BI) to adopt the Coinbase Wallet by Spanish users.

A survey was administered to individuals residing in Spain between March and April 2021. There were 301 questionnaires analyzed. This research applies a new predictive model based on technology acceptance model (TAM) 2, the unified theory of acceptance and use of technology (UTAUT) model, the theory of perceived risk and the commitment trust theory. A mixed partial least squares structural equation modeling (PLS-SEM)/fuzzy-set qualitative comparative analysis (fsQCA) methodology was employed for the modeling and data analysis.

The results showed that all the variables proposed have a direct and positive influence on the intention to use a Coinbase Wallet. The findings present clear directions for traders, investors and academics focused on improving their understanding of the characteristics of these markets.

First, this study addresses important concerns relating to the adoption of crypto-wallets during the global pandemic. Second, this research contributes to the existing literature by adding electronic word of mouth (e-WOM), trust, web quality and perceived risk as new drivers of the intention to use the Coinbase Wallet, providing unique and innovative insights. Finally, the study offers a solid methodological contribution by integrating linear (PLS) and nonlinear (fsQCA) techniques, showing that both methodologies provide a better understanding of the problem and a more detailed awareness of the patterns of antecedent factors.