A study on the influence of eWOM using content analysis: how do comments on value for money, product sophistication and experiential feeling affect our choices?

Wing Sing Cho, Alpha Chan

Research output: Journal article publicationJournal articleAcademic researchpeer-review

6 Citations (Scopus)

Abstract

The influence of electronic word of mouth (eWOM) has been heavily investigated in relation to online ratings. However, only a few studies examined the content of eWOM. From the perspective of the consideration sets model, consumers formulate an awareness set, a consideration set and a choice set before making a purchase. We argue that the formulation of these sets is influenced by eWOM based on its volume, valance and content relating to product attributes such as value for money, product sophistication and experiential feeling. In this study, the content of posts relating to Shure professional earphones in the online forum Mingo (www.mingo-hmw.com/forum) was captured and annotated. During the data collection period, Mingo was the sole online forum relating to professional earphones. Without much interference from other online forums, the circumstances of this study closely approximate a laboratory setting. In addition, we collected the actual sales, marketing costs, fault rates and number of retail stores selling the Shure professional earphones for 126 weeks. Our findings show that the weekly volume of posts, their relative number of positive (negative) comments, especially regarding value for money and sound quality, and those posts from the earlier week impinged strongly on weekly sales of Shure products. From the regression models, the explained variance in sales jumps from 0.236 to 0.732 due to the influence of eWOM.
Original languageEnglish
Pages (from-to)927-948
Number of pages22
JournalEnterprise Information Systems
Volume11
Issue number6
DOIs
Publication statusPublished - 3 Jul 2017

Keywords

  • consideration sets model
  • content analysis
  • Electronic word of mouth
  • experiential feeling
  • product sophistication
  • value for money

ASJC Scopus subject areas

  • Computer Science Applications
  • Information Systems and Management

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