Authors:
Ali Reza Montazemi
and
Hamed Qahri Saremi
Affiliation:
McMaster University, Canada
Keyword(s):
Electronic Word of Mouth, eWOM, Self-service Technology, SST, Review, Grounded Theory, Perception, Adoption Process, Social Communication Framework.
Related
Ontology
Subjects/Areas/Topics:
Big Data for Internet-Based Services
;
Biomedical Engineering
;
Communities of Interest
;
Communities of Practice
;
Computer-Supported Education
;
Data Engineering
;
e-Business and e-Commerce
;
Enterprise Information Systems
;
Health Information Systems
;
Information Systems Analysis and Specification
;
Knowledge Management
;
Learning/Teaching Methodologies and Assessment
;
Mobile Information Systems
;
Ontologies and the Semantic Web
;
Social Media Analytics
;
Social Network Awareness
;
Social Networks and Organizational Culture
;
Society, e-Business and e-Government
;
Web Information Systems and Technologies
;
Web Interfaces and Applications
Abstract:
The objective of this paper is to identify factors that influence the effectiveness of electronic word of mouth (eWOM) message on the consumers’ perception of adopting products/services offered through self-service technology and brick-and-mortar channels. We draw on “social communication framework” and “Grounded Theory Literature Review Method” to systematically review the factors investigated in the extant eWOM literature to synthesize the effectiveness of eWOM message on consumers' perception of adopting products/services. This enabled us to identify several gaps in the body of knowledge in the eWOM literature that provide direction for future research to ameliorate the gaps.