Storytelling as an Approach to Voice Complaints and eWOM on Social Media/Facebook

2021 ◽  
pp. 1373-1392
Author(s):  
Xiang Ying Mei ◽  
Ingrid K. Bagaas ◽  
Erling K. L. Relling
Keyword(s):  
Social Media ◽  
Word Of Mouth ◽  
Service Recovery ◽  
Recovery Process ◽  
The Internet ◽  
Electronic Word Of Mouth ◽  
Customer Complaints ◽  
The Social ◽  
Positive Effect

Customer complaints are unavoidable in any businesses and how firms handle such complaints will affect the public's perception of the company's brand and reputation. While storytelling is being embraced by an increasing number of companies as a different way to communicate their brand, many customers are now also using storytelling as an approach to voice their unfavourable experiences on the social media in regards to a particular unsatisfactory purchase as part of electronic word-of-mouth (eWOM). Such creative and humorous complaints serve as a way to cut through the clutter in order to gain the company's attention. Those companies that embrace such complaints by responding in an equally humorous and creative manner as part of their service recovery process will manage to recover their customers as well as their employees. As such posts are often shared publicly on the Internet, they may become viral and thus can create great positive effect on the company's reputation. Hence, it is important to empower the employees to recover the services using untraditional responses.

Storytelling as an Approach to Voice Complaints and eWOM on Social Media/Facebook

2020 ◽  
pp. 49-68
Author(s):  
Xiang Ying Mei ◽  
Ingrid K. Bagaas ◽  
Erling K. L. Relling
Keyword(s):  
Social Media ◽  
Word Of Mouth ◽  
Service Recovery ◽  
Recovery Process ◽  
The Internet ◽  
Electronic Word Of Mouth ◽  
Customer Complaints ◽  
The Social ◽  
Positive Effect

Customer complaints are unavoidable in any businesses and how firms handle such complaints will affect the public's perception of the company's brand and reputation. While storytelling is being embraced by an increasing number of companies as a different way to communicate their brand, many customers are now also using storytelling as an approach to voice their unfavourable experiences on the social media in regards to a particular unsatisfactory purchase as part of electronic word-of-mouth (eWOM). Such creative and humorous complaints serve as a way to cut through the clutter in order to gain the company's attention. Those companies that embrace such complaints by responding in an equally humorous and creative manner as part of their service recovery process will manage to recover their customers as well as their employees. As such posts are often shared publicly on the Internet, they may become viral and thus can create great positive effect on the company's reputation. Hence, it is important to empower the employees to recover the services using untraditional responses.

The Influence of Social Networks on the Choice of a University Brand by Generation Y

2021 ◽  
Vol 4 (62) ◽  
pp. 5-22
Author(s):  
Nargiza Aliyeva ◽  
Gaukhar Mukhamediyeva
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Brand Equity ◽  
Generation Y ◽  
Word Of Mouth ◽  
Social Space ◽  
Electronic Word Of Mouth ◽  
The Impact ◽  
Positive Effect ◽  
University Brand

Social networks are actively penetrating into all spheres of our society. The influence of social media is strongly affected by the younger generation, who spends a lot of time in the virtual social space. The purpose of this study was to study the influence of social networks on the choice of a university brand by representatives of generation Y. The data was collected through an online survey using the Google forms service. The results obtained indicate that social media engagement has a positive effect on brand image. Firm-created and user-generated social media communication have a positive effect on brand equity in Higher Education Institutions. Brand equity positively influences Brand choice intention. The value of this study lies in the fact that it considered the influence of various factors on the formation of the intention of representatives of generation Y to choose brands of universities, taking into account the moderate effect of electronic word of mouth. The results obtained complement the scientific literature on the impact of social media on consumer behavior. The results of this study can help in understanding the choice of students of educational organizations, taking into account the influence of social networks and electronic word of mouth, which can help university marketing departments to promote brands more effectively in the social media space.

PENGARUH ELECTRONIC WORD OF MOUTH (e-WOM) DI MEDIA SOSIAL FACEBOOK TERHADAP KEPUTUSAN PEMBELIAN

2021 ◽  
Vol 14 (1) ◽  
pp. 63-76
Author(s):  
Antonio E.L. Nyoko ◽  
Anthonia Debora Dila Semuel
Keyword(s):  
Social Media ◽  
Word Of Mouth ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
The Internet ◽  
Electronic Word Of Mouth ◽  
Purchasing Decisions ◽  
Purchasing Decision ◽  
Questionnaire Method ◽  
Word Of Mouth Communication

The development of information technology and the internet is currently developing very widely. This greatly affects the lifestyle of most humans at this time. The internet is an important part of everyday life in terms of accessing existing social media. Changes also occur in WOM (Word Of Mouth) communication. Through e-WOM communication, WOM behavior in social media, consumers can obtain information and exchange opinions about products and services. The purpose of this research is to investigate the effect of e-WOM in social media Facebook towards Purchasing Decision on Muca Cafe Kupang. The variables in this study are the independent variable; e-WOM (Intensity, Valence of Opinion, Content) and the dependent variable; Purchasing Decision. The population in this study were consumers who befriended in social media Facebook with Muca Cafe, with a sample of 100 respondents conducted by purposive sampling method. Data collection techniques in this study using the questionnaire method. The instruments were applied Validity Test, Reliability Test, Classic Assumption Test, and Hypothesis Testing using t-Test and F Test. Data analysis techniques used Descriptive Statistics, Multiple Linear Regression, and Coefficient of Determination. The result of this study indicates e-WOM through social media Facebook has a significant effect on Purchasing Decision. Thus, Muca Café should optimize its social media Facebook to attract many consumers. Keywords: Content, Electronic Word Of Mouth, Intensity, Purchasing Decisions, Valence of Opinion

eWOM Marketing in Hospitality Industry

2016 ◽  
pp. 266-280 ◽  
Author(s):  
Saurabh Kumar Dixit
Keyword(s):  
Social Media ◽  
Hospitality Industry ◽  
Word Of Mouth ◽  
The Internet ◽  
Purchase Decisions ◽  
Electronic Word Of Mouth ◽  
Technological Advancement ◽  
Making Choices ◽  
Potential Customers

Due to its intangible nature, hospitality business finds it difficult to market its services. Past customer experiences are one of the best strategies that allow some quantification of the quality of the product. Word of mouth has been a key part of every effective marketing strategy for hospitality businesses. It is widely recognized that word of mouth, both positive and negative, has the potential to influence customer purchase decisions. With the technological advancement, the internet has been widely applied in various areas in the hospitality industry. Social media and the growth of web 2.0 have enabled word of mouth to be shared amongst millions of potential customers, one therefore can argue that electronic word of mouth (eWOM) has been the successor of the traditional word of mouth. Therefore, traditional Word-of-Mouth, which spread from person to person vocally has been replaced gradually by electronic Word-of-Mouth (eWOM). A growing trust on eWOM for making choices about hospitality products prompted the author to work on the present chapter.

scholarly journals Electronic Word-of-Mouth (eWOM)

2021 ◽  
Keyword(s):  
Social Media ◽  
Word Of Mouth ◽  
Academic Research ◽  
Economic Incentives ◽  
The Internet ◽  
Electronic Word Of Mouth ◽  
Communication Management ◽  
Research Areas ◽  
The Impact

The concept of electronic word-of-mouth (eWOM) was introduced in the mid-1990s, when the Internet was beginning to change the ways consumers interacted with each other. eWOM can be generally defined as consumers’ information sharing and exchange about a product or company via the Internet, social media, and mobile communication. eWOM has been recognized to lead to high retransmission intentions because it is easy for consumers to generate conversations online. It also allows information to be passed along globally and quickly. Because of the impact of eWOM on consumer behavior, academic research on eWOM has been documented in disciplines such as advertising, marketing, communication, management, and electronic commerce. Over the past few decades, research has demonstrated the impact of eWOM on sales, product evaluations, purchase decisions, customer satisfaction and loyalty, and consumer-brand relationships. Research has also examined antecedents and motives of eWOM. Factors such as consumers’ desire for social interaction, desire for economic incentives, concern for other consumers, and the potential approval utility have been identified as important motives that drive consumers’ eWOM behavior. In addition, individuals’ social relationship factors (e.g., social capital), as well as message source and characteristics, are antecedents that lead to eWOM behavior. In this article, eWOM is considered in many different formats, such as product review sites, emails, discussion boards, user-generated content, social media, and online communities. This article begins with citations concerning the Role of eWOM in Advertising, Communication, and Marketing. Next, Special Journal Issues on eWOM and Overview Articles are presented. Finally, key research areas are highlighted: Social Media–Based eWOM and Purchase Intentions; the Role of Influencers as a new source of eWOM; the impact of eWOM on Corporate Reputation and Corporate Social Responsibility (CSR); and Cross-Cultural Differences in eWOM. These areas together explain the antecedents and consequences of eWOM.

scholarly journals The Influence of Promotional Strategies Through Social Media on Product Purchase Decisions Mediated by Word of Mouth Marketing

Arkus ◽  
2021 ◽  
Vol 7 (1) ◽  
pp. 125-129
Author(s):  
Singgih Nurgiyantoro
Keyword(s):  
Social Media ◽  
Word Of Mouth ◽  
The Internet ◽  
Purchase Decisions ◽  
Face To Face ◽  
The Social ◽  
Promotional Strategies ◽  
Set Up ◽  
Marketing Costs ◽  
Computer Unit

E-commerce is a sales system that developed after the invention of the internet. This kind of marketing or sales system can reach the whole world simultaneously without having to set up branch offices in all countries. In addition, it can also be done 24 hours without stopping. With only a computer unit connected to the internet, the company can market its products. Marketing with promotional strategies through the internet, especially with social media (social networks), can increase sales widely and does not require expensive marketing costs. Consumers will also find it easier to find information about the products they want to buy because they do not need to meet face to face directly. Word of mouth marketing often has a competitive advantage in conveying business information. This is because word-of-mouth marketing arises naturally from the opinion of the social environment, which is considered more honest, and there are no specific motives in conveying information to other consumers.

Customer Complaints in Social Networks in the Spanish Telecommunication Industry

2017 ◽  
pp. 137-158
Author(s):  
Antonia Estrella-Ramón ◽  
Alba Utrera-Serrano
Keyword(s):  
Social Networks ◽  
Content Analysis ◽  
Social Network ◽  
Word Of Mouth ◽  
High Potential ◽  
The Internet ◽  
Telecommunication Industry ◽  
Electronic Word Of Mouth ◽  
Effective Technique ◽  
Customer Complaints

Nowadays social networks have a high potential to disseminate information, positive and negative, of any person, organization or product generating electronic word of mouth through customers' comments and complaints. Consequently, this paper proposes a novel research on the content related to the users' online complaints and seeks to understand the power of social networks as creating electronic word of mouth. For this task, the user-generated social network Critizen is used, especially critiques related to one of the most criticised sectors in Spain, that is, the telecommunication industry. The main results of this paper reveal that content analysis is an effective technique to extract business value from the vast amount of data available on the Internet, and especially in social networks.

How social media strategies of nonprofit organizations affect consumer donation intention and word-of-mouth

2017 ◽  
Vol 45 (11) ◽  
pp. 1775-1786 ◽  
Author(s):  
Yi Feng ◽  
Lanying Du ◽  
Qian Ling
Keyword(s):  
Social Media ◽  
Nonprofit Organizations ◽  
Structural Equation ◽  
Online Survey ◽  
Word Of Mouth ◽  
Equation Model ◽  
Electronic Word Of Mouth ◽  
Perceived Trust ◽  
Donation Intention ◽  
Positive Effect

Our purpose in this study was to validate the role of consumers' perceived trust and satisfaction in the internal mechanism of the effect of nonprofit organizations' social media strategies on consumers' donation intention and electronic word-of-mouth. We developed an online survey that was completed by 242 followers of the One Foundation nonprofit organization on social media. Responses were analyzed with a structural equation model. The results showed that both dissemination and interactivity had a significantly positive effect on consumers' perceived trust and satisfaction, which subsequently influenced their donation intention, and electronic word-of-mouth. Disclosure had a positive effect only on trust. Practical implications for managers of nonprofit organizations are discussed.

scholarly journals Electronic Word of Mouth and the Music Industry in the Age of Web 2.0

2019 ◽  
Author(s):  
Guy Greener ◽  
Sani Salcum ◽  
Daniel Goldberg
Keyword(s):  
Social Media ◽  
Web 2.0 ◽  
Word Of Mouth ◽  
Music Industry ◽  
Academic Research ◽  
Cultural Norms ◽  
The Internet ◽  
Electronic Word Of Mouth ◽  
Personal Opinion ◽  
Consumer Interactions

The evolving dynamics of the Internet have facilitated an era in which information on virtually any given topic is readily available and richly abundant. When seeking knowledge online on specific subject matter, one may encounter a wide assortment of material ranging from professional academic research to an everyman’s personal opinion – the spectrum of information available online is infinite (Hayat & Hershkovitz, 2018). The emergence and popularization of social media and networking sites in particular have led to a change in digital dynamics, segueing from the norm of mass cultural consumption to that of mass production . Today, user generated content accounts for a generous portion of online resources, and has a notable affect on people’s thoughts and actions.Changes in the electronic landscape have also revolutionized industries in addition to transforming cultural norms. The digitization of services and products has led to the decline of print publications, a drastic shift in consumer’s purchasing habits, and a metamorphosis in the music industry. With today’s song streaming services and free and readily available online audio content, the big business of record labels and album sales are antiquated and inaccurate representations of success in the market.This work takes into account the heavy influence that the Internet has on the music industry, and aims to find a positive correlation between the volume of online discussion on a given song and the amount of Youtube views that song will have. In other words, to what extent does social media mentions predict the success of a song on Youtube? In Section 3 of this research we will detail existing work relating to this topic and discuss the changes of the Internet in the era of Web 2.0, as well as the importance of electronic word of mouth (eWOM) and it’s impact on online consumer interactions. An account of our methodology in conducting this study, and an explanation of the data we used, can be found in Section 5. In Section 7, we discuss the implications of our results by drawing conclusions from the data we collected.

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