Skip to main content Accessibility help

We use cookies to distinguish you from other users and to provide you with a better experience on our websites. Close this message to accept cookies or find out how to manage your cookie settings.

Close cookie message
×
Hostname: page-component-78c5997874-t5tsf Total loading time: 0 Render date: 2024-11-11T02:04:31.656Z Has data issue: false hasContentIssue false

17 - Word-of-Mouth and Consumer Psychology

from 2 - Consumer Psychology of Groups and Society

Published online by Cambridge University Press:  30 March 2023

By
Katherine C. Lafreniere  and
Sarah G. Moore
Edited by
Cait Lamberton ,
Derek D. Rucker  and
Stephen A. Spiller
Cait Lamberton
Affiliation:
Wharton School, University of Pennsylvania
Derek D. Rucker
Affiliation:
Kellogg School, Northwestern University, Illinois
Stephen A. Spiller
Affiliation:
Anderson School, University of California, Los Angeles
Get access

Summary

This chapter provides a roadmap for the study of word-of-mouth (WOM) in marketing and consumer behavior. First, it presents a basic model of WOM and foreshadows the mixed method approach that is used frequently to study WOM. Second, it summarizes recent literature in WOM, focusing on the past five years and highlighting representative papers that use mixed methods. Third, it discusses key trends in the literature and identifies pathways for future research.

Keywords

word-of-mouthonline reviewssocial mediaonline sentimentonline social influence
Type
Chapter
Information
The Cambridge Handbook of Consumer Psychology , pp. 472 - 499
Publisher: Cambridge University Press
Print publication year: 2023

Access options

Get access to the full version of this content by using one of the access options below. (Log in options will check for institutional or personal access. Content may require purchase if you do not have access.)

References

Alexander, D. L., & Moore, S. G. (2017). Everybody loves it, you’ve got to love it too! The downside of receiving more (and more) positive word of mouth. Marketing Science Institute Working Paper Series, Report No. 17-102. www.msi.org/wp-content/uploads/2020/06/MSI_Report_17-102-1.pdfGoogle Scholar
Allard, T., Dunn, L. H., & White, K. (2020). Negative reviews, positive impact: Consumer empathetic responding to unfair word of mouth. Journal of Marketing, 84(4), 86–108.CrossRefGoogle Scholar
Ameri, M., Honka, E., & Xie, Y. (2019). Word of mouth, observed adoptions, and anime-watching decisions: The role of the personal vs. the community network. Marketing Science, 38(4), 567–583.CrossRefGoogle Scholar
Antonetti, P., & Maklan, S. (2018). Identity bias in negative word of mouth following irresponsible corporate behaviour: A research model and moderating effects. Journal of Business Ethics, 149(1), 1005–1023.Google Scholar
Appel, G., Grewal, L., Hadi, R., & Stephen, A. T. (2020). The future of social media in marketing. Journal of the Academy of Marketing Science, 48(1), 79–95.Google Scholar
Arndt, J. (1967a). Word of Mouth Advertising. Advertising Research Foundation, Inc.Google Scholar
Arndt, J. (1967b). Role of product‐related conversations in the diffusion of a new product. Journal of Marketing Research, 4(3), 291–329.CrossRefGoogle Scholar
Babić Rosario, A., de Valck, K., & Sotgiu, F. (2020). Conceptualizing the electronic word-of-mouth process: What we know and need to know about eWOM creation, exposure, and evaluation. Journal of the Academy of Marketing Science, 48(3), 422–448.Google Scholar
Babić Rosario, A., Sotgiu, F., De Valck, K., & Bijmolt, T. H. (2016). The effect of electronic word of mouth on sales: A meta‐analytic review of platform, product, and metric factors. Journal of Marketing Research, 53(3), 297–318.CrossRefGoogle Scholar
Baker, A. M., Donthu, N., & Kumar, V. (2016). Investigating how word-of-mouth conversations about brands influence purchase and retransmission intention. Journal of Marketing Research, 53(2), 225–239.Google Scholar
Bambauer-Sachse, S., & Mangold, S. (2011). Brand equity dilution through negative online word-of-mouth communication. Journal of Retailing and Consumer Services, 18, 38–45.CrossRefGoogle Scholar
Banerjee, S., Dellarocas, C., & Zervas, G. (2021). Interacting user-generated content technologies: How questions and answers affect consumer reviews. Journal of Marketing Research, 58(4), 742–761.Google Scholar
Barasch, A., & Berger, J. (2014). Broadcasting and narrowcasting: How audience size affects what people share. Journal of Marketing Research, 51(3), 286–299.CrossRefGoogle Scholar
Barasch, A., Zauberman, G., & Diehl, K. (2018). How the intention to share can undermine enjoyment: Photo-taking goals and evaluation of experiences. Journal of Consumer Research, 44(6), 1220–1237.Google Scholar
Berger, J. (2014). Word of mouth and interpersonal communication: A review and directions for future research. Journal of Consumer Psychology, 24(4), 586–607.CrossRefGoogle Scholar
Berger, J., Humphreys, A., Ludwig, S., Moe, W. W., Netzer, O., & Schweidel, D. A. (2020). Uniting the tribes: Using text for marketing insight. Journal of Marketing, 84(1), 1–25.CrossRefGoogle Scholar
Berger, J., & Iyengar, R. (2013). Communication channels and word of mouth: How the medium shapes the message. Journal of Consumer Research, 40(3), 567–579.Google Scholar
Berger, J., & Milkman, K. L. (2012). What makes online content viral?. Journal of Marketing Research, 49(2), 192–205.CrossRefGoogle Scholar
Berger, J., Packard, G., Boghrati, R., Hsu, M., Humphreys, A., Luangrath, A., Moore, S., Nave, G., Olivola, C., & Rocklage, M. (2022). Wisdom from words: marketing insights from text. Marketing Letters, 33, 365–377.Google Scholar
Berger, J., & Schwartz, E. M. (2011). What drives immediate and ongoing word of mouth? Journal of Marketing Research, 48(5), 869–880.Google Scholar
Bond, S. D., He, S. X., & Wen, W. (2019). Speaking for “free”: Word of mouth in free- and paid-product settings. Journal of Marketing Research, 56(2), 276–290.Google Scholar
Brannon, D. C., & Samper, A. (2018). Maybe I just got (un)lucky: One-on-one conversations and the malleability of post-consumption product and service evaluations. Journal of Consumer Research, 45(4), 810–832.Google Scholar
Casidy, R., Duhachek, A., Singh, V., & Tamaddoni, A. (2021). Religious belief, religious priming, and negative word of mouth. Journal of Marketing Research, 58(4), 762–781.CrossRefGoogle Scholar
Chae, I., Stephen, A. T., Bart, Y., & Yao, D. (2017). Spillover effects in seeding word-of-mouth marketing campaigns. Marketing Science, 36(1), 89–104.Google Scholar
Chen, Y. J., & Kirmani, A. (2015). Posting strategically: The consumer as an online media planner. Journal of Consumer Psychology, 25(4), 609–621.CrossRefGoogle Scholar
Chen, Z. (2017). Social acceptance and word of mouth: How the motive to belong leads to divergent WOM with strangers and friends. Journal of Consumer Research, 44(3), 613–632.Google Scholar
Chen, Z., & Berger, J. (2016). How content acquisition method affects word of mouth. Journal of Consumer Research, 42(1), 86–102.Google Scholar
Chen, Z., & Yuan, M. (2020). Psychology of word of mouth marketing. Current Opinion in Psychology, 31, 7–10.CrossRefGoogle ScholarPubMed
Chevalier, J. A., Dover, Y., & Mayzlin, D. (2018). Channels of impact: User reviews when quality is dynamic and managers respond. Marketing Science, 37(5), 688–709.Google Scholar
Choi, B., & Choi, B. J. (2014). The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth. European Journal of Marketing, 48(1/2), 108–131.Google Scholar
Consiglio, I., De Angelis, M., & Costabile, M. (2018). The effect of social density on word of mouth. Journal of Consumer Research, 45(3), 511–528.Google Scholar
Dai, H., Chan, C., & Mogilner, C. (2020). People rely less on consumer reviews for experiential than material purchases. Journal of Consumer Research, 46(6), 1052–1075.CrossRefGoogle Scholar
De Langhe, B., Fernbach, P. M., & Lichtenstein, D. R. (2016). Navigating by the stars: Investigating the actual and perceived validity of online user ratings. Journal of Consumer Research, 42(6), 817–833.Google Scholar
Dichter, E. (1966). How word-of-mouth advertising works. Harvard Business Review, 44, 147–166.Google Scholar
Doh, S. J., & Hwang, J. S. (2009). How consumers evaluate eWOM (electronic word-of-mouth) messages. CyberPsychology & Behaviour, 12(2), 193–197.CrossRefGoogle ScholarPubMed
Dubois, D., Bonezzi, A., & De Angelis, M. (2016). Sharing with friends versus strangers: How interpersonal closeness influences word-of-mouth valence. Journal of Marketing Research, 53(5), 712–727.Google Scholar
Dubois, D., Rucker, D. D., & Galinsky, A. D. (2016). Dynamics of communicator and audience power: The persuasiveness of competence versus warmth. Journal of Consumer Research, 43(1), 68–85.Google Scholar
Fay, B., Keller, E., & Larkin, R. (2019). How measuring consumer conversations can reveal advertising performance. Journal of Advertising Research, 59(4), 433–439.Google Scholar
Fay, B., Keller, E., Larkin, R., & Pauwels, K. (2019). Deriving value from conversations about your brand. MIT Sloan Management Review, 60(2), 72–77.Google Scholar
Feick, L. F., & Price, L. L. (1987). The market maven: A diffuser of marketplace information. Journal of Marketing, 51(1), 83–97.Google Scholar
Fisher, M., Newman, G. E., & Dhar, R. (2018). Seeing stars: How the binary bias distorts the interpretation of customer ratings. Journal of Consumer Research, 45(3), 471–489.Google Scholar
Floyd, K., Freling, R., Alhoqail, S., Cho, H. Y., & Freling, T. (2014). How online product reviews affect retail sales: A meta‐analysis. Journal of Retailing, 90(2), 217–232.Google Scholar
Fossen, B. L., & Schweidel, D. A. (2017). Television advertising and online word-of-mouth: An empirical investigation of social TV activity. Marketing Science, 36(1), 105–123.Google Scholar
Frichou, F. (2020, March 15). 4 Things every business owner should know about the state of reviews. https://uk.business.trustpilot.com/reviews/build-trusted-brand/4-things-every-business-owner-should-know-about-the-state-of-reviewsGoogle Scholar
Godes, D., Mayzlin, D., Chen, Y., et al. (2005). The firm’s management of social interactions. Marketing Letters, 16(3–4), 415–428.CrossRefGoogle Scholar
Goode, M. R., Hart, K., & Thomson, M. (2016). Say no more! The liability of strong ties on desire for special experiences. Journal of Consumer Psychology, 26(1), 91–97.Google Scholar
Gottschalk, S. A., & Mafael, A. (2017). Cutting through the online review jungle – Investigating selective eWOM processing. Journal of Interactive Marketing, 37, 89–104.Google Scholar
Granovetter, M. (1973). The strength of weak ties. American Journal of Sociology, 78(6), 1360–1380.CrossRefGoogle Scholar
Grewal, L., & Stephen, A. T. (2019). In mobile we trust: The effects of mobile versus nonmobile reviews on consumer purchase intentions. Journal of Marketing Research, 56(5), 791–808.Google Scholar
Grice, H. P. (1975). Logic and conversation. In Cole, P., & Morgan, J. L. (Eds.). Syntax and Semantics 3: Speech Acts (pp. 41–58). Academic Press.Google Scholar
Hamby, A., Daniloski, K., & Brinberg, D. (2015). How consumer reviews persuade through narratives. Journal of Business Research, 68(6), 1242–1250.Google Scholar
Hamilton, R., Vohs, K. D., & McGill, A. L. (2014). We’ll be honest, this won’t be the best article you’ll ever read: The use of dispreferred markers in word-of-mouth communication. Journal of Consumer Research, 41(1), 197–212.Google Scholar
Hamilton, R. W., Schlosser, A., & Chen, Y. J. (2017). Who’s driving this conversation? Systematic biases in the content of online consumer discussions. Journal of Marketing Research, 54(4), 540–555.Google Scholar
He, D., Melumad, S., & Pham, M. T. (2019). The pleasure of assessing and expressing our likes and dislikes. Journal of Consumer Research, 46(3), 545–563.Google Scholar
He, S. X., & Bond, S. D. (2015). Why is the crowd divided? Attribution for dispersion in online word of mouth. Journal of Consumer Research, 41(6), 1509–1527.Google Scholar
Herhausen, D., Ludwig, S., Grewal, D., Wulf, J., & Schoegel, M. (2019). Detecting, preventing, and mitigating online firestorms in brand communities. Journal of Marketing, 83(3), 1–21.Google Scholar
Hinz, O., Skiera, B., Barrot, C., & Becker, J. U. (2011). Seeding strategies for viral marketing: An empirical comparison. Journal of Marketing, 75(6), 55–71.CrossRefGoogle Scholar
Huang, N., Burtch, G., Hong, Y., & Polman, E. (2016). Effects of multiple psychological distances on construal and consumer evaluation: A field study of online reviews. Journal of Consumer Psychology, 26(4), 474–482.Google Scholar
Humphreys, A., & Wang, R. J. H. (2018). Automated text analysis for consumer research. Journal of Consumer Research, 44(6), 1274–1306.Google Scholar
Hydock, C., Chen, Z., & Carlson, K. (2020). Why unhappy customers are unlikely to share their opinions with brands. Journal of Marketing, 86(6), 95–112.Google Scholar
Inman, J. J. (2012). The elephant not in the room: The need for useful, actionable insights in behavioural research. In Gürhan-Canli, Z., Otens, C., & Zhu, R. (Eds.). Advances in Consumer Research, Vol. 40 (pp. 1–4). Association for Consumer Research.Google Scholar
Katz, E., & Lazarsfeld, P. F. (1955). Personal Influence: The Part Played by People in the Flow of Mass Communication. Free Press.Google Scholar
Keller, E. (2020, July 31). Word-Of-Mouth Remains Vital to Consumers during COVID-19. Media Post, www.mediapost.com/publications/article/354241/word-of-mouth-remains-vital-to-consumers-during-co.htmlGoogle Scholar
Kim, J., & Gupta, P. (2012). Emotional expressions in online user reviews: How they influence consumers’ product evaluations. Journal of Business Research, 65(7), 985–992.Google Scholar
Kim, S., Moore, S. G., & Murray, K. (2021). “Don’t buy” or “do not buy”? How negation style in online reviews influences consumer product evaluations. Journal of Marketing Theory and Practice, 29(3), 308–322.CrossRefGoogle Scholar
Kozinets, R. V., De Valck, K., Wojnicki, A. C., & Wilner, S. J. (2010). Networked narratives: Understanding word‐of‐mouth marketing in online communities. Journal of Marketing, 74(2), 71–89.Google Scholar
Kronrod, A., & Danziger, S. (2013). “Wii will rock you!” The use and effect of figurative language in consumer reviews of hedonic and utilitarian consumption. Journal of Consumer Research, 40(4), 726–739.Google Scholar
Kupor, D., & Tormala, Z. (2018). When moderation fosters persuasion: The persuasive power of deviatory reviews. Journal of Consumer Research, 45(3), 490–510.Google Scholar
Lafreniere, K. C., Moore, S. G., & Fisher, R. J. (2022). The power of profanity: The meaning and impact of swearwords in word-of-mouth. Journal of Marketing Research, 59(5), 908–925.Google Scholar
Lamberton, C., & Stephen, A. T. (2016). A thematic exploration of digital, social media, and mobile marketing: Research evolution from 2000 to 2015 and an agenda for future inquiry. Journal of Marketing, 80(6), 146–172.Google Scholar
Lambrecht, A., Tucker, C., & Wiertz, C. (2018). Advertising to early trend propagators: Evidence from Twitter. Marketing Science, 37(2), 177–199.Google Scholar
Lee, J. K., & Kronrod, A. (2020). The strength of weak-tie consensus language. Journal of Marketing Research, 57(2), 353–374.Google Scholar
Li, X., Shi, M., & Wang, X. S. (2019). Video mining: Measuring visual information using automatic methods. International Journal of Research in Marketing, 36(2), 216–231.Google Scholar
Li, Y., & Xie, Y. (2020). Is a picture worth a thousand words? An empirical study of image content and social media engagement. Journal of Marketing Research, 57(1), 1–19.Google Scholar
Lisjak, M., Bonezzi, A., & Rucker, D. D. (2021). How marketing perks influence word of mouth. Journal of Marketing, 85(5), 128–144.Google Scholar
Liu, A. X., Steenkamp, J. B. E., & Zhang, J. (2018). Agglomeration as a driver of the volume of electronic word of mouth in the restaurant industry. Journal of Marketing Research, 55(4), 507–523.Google Scholar
López, M., Sicilia, M., & Verlegh, P. W. (2022). How to motivate opinion leaders to spread e-WoM on social media: Monetary vs non-monetary incentives. Journal of Research in Interactive Marketing, 16(1), 154–171.Google Scholar
Lovett, M. J., Peres, R., & Shachar, R. (2013). On brands and word of mouth. Journal of Marketing Research, 50(4), 427–444.Google Scholar
Lovett, M. J., & Staelin, R. (2016). The role of paid, earned, and owned media in building entertainment brands: Reminding, informing, and enhancing enjoyment. Marketing Science, 35(1), 142–157.Google Scholar
Luangrath, A. W., Peck, J., & Barger, V. A. (2017). Textual paralanguage and its implications for marketing communications. Journal of Consumer Psychology, 27(1), 98–107.Google Scholar
Luangrath, A., Xu, Y., & Wang, T. (2022). Paralanguage Classifier (PARA): An algorithm for automatic coding of paralinguistic nonverbal parts of speech in text. Journal of Marketing Research, https://doi.org/10.1177/00222437221116058Google Scholar
Luca, M., & Zervas, G. (2016). Fake it till you make it: Reputation, competition, and Yelp review fraud. Management Science, 62(12), 3412–3427.Google Scholar
Mafael, A. (2019). How regulatory orientation and feelings of gratitude shape online review helpfulness. Journal of Consumer Psychology, 29(4), 601–622.Google Scholar
Mafael, A., Gottschalk, S. A., & Kreis, H. (2016). Examining biased assimilation of brand-related online reviews. Journal of Interactive Marketing, 36, 91–106.CrossRefGoogle Scholar
Markovic, S., Iglesias, O., Singh, J, J., & Sierra, V. (2018). How does the perceived ethicality of corporate services brands influence loyalty and positive word-of-mouth? Analyzing the roles of empathy, affective commitment, and perceived quality. Journal of Business Ethics, 148(1), 721–740.Google Scholar
Melumad, S., Inman, J. J., & Pham, M. T. (2019). Selectively emotional: How smartphone use changes user-generated content. Journal of Marketing Research, 56(2), 259–275.Google Scholar
Melumad, S., Meyer, R., & Kim, Y. D. (2021). The dynamics of distortion: How successive summarization alters the retelling of news. Journal of Marketing Research, 58(6), 1058–1078.Google Scholar
Moe, W. W., & Schweidel, D. A. (2012). Online product opinion: Incidence, evaluation and evolution. Marketing Science, 31(3), 372–386.Google Scholar
Moldovan, S., Steinhart, Y., & Ofen, S. (2015). “Share and scare”: Solving the communication dilemma of early adopters with a high need for uniqueness. Journal of Consumer Psychology, 25(1), 1–14.Google Scholar
Moon, S., & Kamakura, W. A. (2017). A picture is worth a thousand words: Translating product reviews into a product positioning map. International Journal of Research in Marketing, 34(1), 265–285.Google Scholar
Moore, S. G. (2012). Some things are better left unsaid: How word of mouth influences the storyteller. Journal of Consumer Research, 38(6), 1140–1154.Google Scholar
Moore, S. G. (2015). Attitude predictability and helpfulness in online reviews: The role of explained actions and reactions. Journal of Consumer Research, 42(1), 30–44.Google Scholar
Moore, S. G., & Lafreniere, K. C. (2020). How online word-of-mouth impacts receivers. Consumer Psychology Review, 3(1), 34–59.Google Scholar
Moore, S. G., & McFerran, B. (2017). She said, she said: Differential interpersonal similarities predict unique linguistic mimicry in online word of mouth. Journal of the Association for Consumer Research, 2(2), 229–245.Google Scholar
Murphy, R. (2018). Local Consumer Review Survey: Online Reviews Statistics & Trends (accessed August 15, 2019). Available at: www.brightlocal.com/research/local-consumer-review-survey/Google Scholar
Nguyen, P., Wang, X., Li, X., & Cotte, J. (2021). Reviewing experts’ restraint from extremes and its impact on service providers. Journal of Consumer Research, 47(5), 654–674.Google Scholar
Oh, H., Animesh, A., & Pinsonneault, A. (2016). Free versus for-a-fee: The impact of a paywall on the pattern and effectiveness of word-of-mouth via social media. MIS Quarterly, 40(1), 31–56.Google Scholar
Olson, N. J., & Ahluwalia, R. (2021). When sharing isn’t caring: The influence of seeking the best on sharing favorable word of mouth about unsatisfactory purchases. Journal of Consumer Research, 47(6), 1025–1046.Google Scholar
Packard, G., & Berger, J. (2017). How language shapes word of mouth’s impact. Journal of Marketing Research, 54(4), 572–588.Google Scholar
Packard, G., Gershoff, A. D., & Wooten, D. B. (2016). When boastful word of mouth helps versus hurts social perceptions and persuasion. Journal of Consumer Research, 43(1), 26–43.Google Scholar
Packard, G., & Wooten, D. B. (2013). Compensatory knowledge signaling in consumer word‐of‐mouth. Journal of Consumer Psychology, 23(4), 434–450.Google Scholar
Paley, A., Tully, S. M., & Sharma, E. (2019). Too constrained to converse: The effect of financial constraints on word of mouth. Journal of Consumer Research, 45(5), 889–905.Google Scholar
Park, S., Shin, W., & Xie, J. (2021). The fateful first consumer review. Marketing Science, 40(3), 481–507.Google Scholar
Perez, S. (2016). Amazon cracks down on fake reviews with another lawsuit. Techcrunch.com, https://techcrunch.com/2016/04/26/amazon-cracks-down-on-fake-reviews-with-another-lawsuit/Google Scholar
Proserpio, D., Troncoso, I., & Valsesia, F. (2021). Does gender matter? The effect of management responses on reviewing behaviour. Marketing Science, 40(6), 1009–1216.Google Scholar
Proserpio, D., & Zervas, G. (2017). Online reputation management: Estimating the impact of management responses on consumer reviews. Marketing Science, 36(5), 645–665.Google Scholar
Puranam, D., Narayan, V., & Kadiyali, V. (2017). The effect of calorie posting regulation on consumer opinion: A flexible latent Dirichlet allocation model with informative priors. Marketing Science, 36(5), 726–746.Google Scholar
Ransbotham, S., Lurie, N. H., & Liu, H. (2019). Creation and consumption of mobile word of mouth: How are mobile reviews different? Marketing Science, 38(5), 773–792.Google Scholar
Reich, B. J., & Pittman, M. (2020). An appeal to intimacy: Consumer response to platform‐appeal fit on social media. Journal of Consumer Psychology, 30(4), 660–670.Google Scholar
Reich, T., & Maglio, S. J. (2020). Featuring mistakes: The persuasive impact of purchase mistakes in online reviews. Journal of Marketing, 84(1), 52–65.Google Scholar
Rocklage, M. D., & Fazio, R. H. (2020). The enhancing versus backfiring effects of positive emotion in consumer reviews. Journal of Marketing Research, 57(2), 332–352.CrossRefGoogle Scholar
Rocklage, M. D., & Rucker, D. D. (2019). Text analysis in consumer research: An overview and tutorial. In Kardes, F. R., Herr, P. M., & Schwarz, N. (Eds.).Handbook of Research Methods in Consumer Psychology (pp. 385–402). Routledge/Taylor & Francis Group.Google Scholar
Rocklage, M. D., Rucker, D. D., & Nordgren, L. F. (2018). Persuasion, emotion, and language: The intent to persuade transforms language via emotionality. Psychological Science, 29(5), 749–760.Google Scholar
Rocklage, M. D., Rucker, D. D., & Nordgren, L. F. (2021a). Emotionally numb: Expertise dulls consumer experience. Journal of Consumer Research, 48(3), 355–373.Google Scholar
Rocklage, M. D., Rucker, D. D., & Nordgren, L. F. (2021b). Mass-scale emotionality reveals human behaviour and marketplace success. Nature Human Behaviour, 5, 1323–1329.Google Scholar
Rogers, E. M. (1962). Diffusion of Innovations. Free Press.Google Scholar
Ruvio, A., Bagozzi, R. P., Hult, G. T. M., & Spreng, R. (2020). Consumer arrogance and word-of-mouth. Journal of the Academy of Marketing Science, 48(6), 1116–1137.Google Scholar
Sahoo, N., Dellarocas, C., & Srinivasan, S. (2018). The impact of online product reviews on product returns. Information Systems Research, 29(3), 723–738.Google Scholar
Schram, W. (1955). The Process and Effects of Mass Communication. University of Illinois Press.Google Scholar
Schweidel, D. A., & Moe, W. W. (2014). Listening in on social media: A joint model of sentiment and venue format choice. Journal of Marketing Research, 51(4), 387–402.Google Scholar
Searle, J. R. (1965). What is a speech act? In Black, M. (Ed.). Philosophy in America (pp. 221–239). Allen and Unwin.Google Scholar
Shen, H., & Sengupta, J. (2018). Word of mouth versus word of mouse: Speaking about a brand connects you to it more than writing does. Journal of Consumer Research, 45(3), 595–614.Google Scholar
Sheth, J. N. (1971). Word-of-mouth in low risk innovations. Journal of Advertising, 11(June), 15–18.Google Scholar
Shoham, M., Moldovan, S., & Steinhart, Y. (2017). Positively useless: Irrelevant negative information enhances positive impressions. Journal of Consumer Psychology, 27(2), 147–159.Google Scholar
Stephen, A. T. (2016). The role of digital and social media marketing in consumer behaviour. Current Opinion in Psychology, 10, 17–21.Google Scholar
Sun, Y., Dong, X., & McIntyre, S. (2017). Motivation of user-generated content: Social connectedness moderates the effects of monetary rewards. Marketing Science, 36(3), 329–337.Google Scholar
Teeny, J., Deng, X., & Unnava, R. H. (2020). The “buzz” behind the buzz matters: Energetic and tense arousal as separate motivations for word of mouth. Journal of Consumer Psychology, 30(3), 429–446.Google Scholar
Tirunillai, S., & Tellis, G. J. (2012). Does chatter really matter? Dynamics of user-generated content and stock performance. Marketing Science, 31(2), 198–215.Google Scholar
Tirunillai, S., & Tellis, G. J. (2017). Does offline TV advertising affect online chatter? Quasi-experimental analysis using synthetic control. Marketing Science, 36(6), 862–878.Google Scholar
Tuk, M. A., Verlegh, P. W., Smidts, A., & Wigboldus, D. H. (2019). You and I have nothing in common: The role of dissimilarity in interpersonal influence. Organizational Behaviour and Human Decision Processes, 151, 49–60.Google Scholar
Valsesia, F., Proserpio, D., & Nunes, J. C. (2020). The positive effect of not following others on social media. Journal of Marketing Research, 57(6), 1152–1168.Google Scholar
Van Laer, T., Edson Escalas, J., Ludwig, S., & van den Hende, E. (2019). What happens in Vegas stays on TripAdvisor? A theory and technique to understand narrativity in consumer reviews. Journal of Consumer Research, 46(2), 267–285.Google Scholar
Van Zant, A. B., & Berger, J. (2020). How the voice persuades. Journal of Personality and Social Psychology, 118(4), 661.Google Scholar
Vana, P., & Lambrecht, A. (2021). The effect of individual online reviews on purchase likelihood. Marketing Science, 40(4), 708–730.Google Scholar
Varga, M., & Albuquerque, P. (2019). Measuring the Impact of a Single Negative Consumer Review on Online Search and Purchase Decisions through a Quasi-Natural Experiment. Marketing Science Institute, Research Report 19-103-01.Google Scholar
Vásquez, C. (2014). ‘Usually not one to complain but…’: Constructing identities in user-generated online reviews. In Seargeant, P., & Tagg, C. (Eds.). The Language of Social Media (pp. 65–90). Palgrave Macmillan.Google Scholar
Villarroel Ordenes, F., Grewal, D., Ludwig, S., Ruyter, K. D., Mahr, D., & Wetzels, M. (2019). Cutting through content clutter: How speech and image acts drive consumer sharing of social media brand messages. Journal of Consumer Research, 45(5), 988–1012.Google Scholar
Wang, X. S., Lu, S., Li, X. I., Khamitov, M., & Bendle, N. (2021). Audio mining: The role of vocal tone in persuasion. Journal of Consumer Research, 48(2), 198–211.Google Scholar
Weaver, K., & Hamby, A. (2019). The sounds of silence: Inferences from the absence of word‐of‐mouth. Journal of Consumer Psychology, 29(1), 3–21.Google Scholar
Weber, V., Argo, J., & Moore, S. G. (2019). The impact of feedback on recommendations: What happens when others dislike the recommendation. In Bagchi, R., Block, L., & Lee, L. (Eds.). Advances in Consumer Research, Vol. 47 (pp. 286–290). Association for Consumer Research.Google Scholar
Weingarten, E., & Berger, J. (2017). Fired up for the future: How time shapes sharing. Journal of Consumer Research, 44(2), 432–447.Google Scholar
Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24(3), 258–270.Google Scholar
Whitman, R. (2021, February 22). Engagement Labs, Dstillery Team To Target WOM Influencers. Media Post, www.mediapost.com/publications/article/360797/engagement-labs-dstillery-team-to-target-wom-infl.htmlGoogle Scholar
Woolley, K., & Sharif, M. A. (2021). Incentives increase relative positivity of review content and enjoyment of review writing. Journal of Marketing Research, 58(3), 539–558.Google Scholar
Yazdani, E., Gopinath, S., & Carson, S. (2018). Preaching to the choir: The chasm between top‐ranked reviewers, mainstream customers, and product sales. Marketing Science, 37(5), 838–851.Google Scholar
Yelp. (2022). Fact sheet (accessed September 7, 2022). Available at: www.yelp-press.com/company/fast-facts/default.aspxGoogle Scholar
Yeomans, M. (2019). Some hedonic consequences of perspective‐taking in recommending. Journal of Consumer Psychology, 29(1), 22–38.Google Scholar
Yin, D., Bond, S. D., & Zhang, H. (2017). Keep your cool or let it out: Nonlinear effects of expressed arousal on perceptions of consumer reviews. Journal of Marketing Research, 54(3), 447–463.Google Scholar
You, Y., Vadakkepatt, G. G., & Joshi, A. M. (2015). A meta-analysis of electronic word-of-mouth elasticity. Journal of Marketing, 79(2), 19–39.Google Scholar
Zhang, Y. C. (2021). Communication‐based attribute inference. Journal of Consumer Psychology, 31(2), 342–349.Google Scholar
Zhang, Y., & Godes, D. (2018). Learning from online social ties. Marketing Science, 37(3), 425–444.Google Scholar
Zhang, M., & Luo, L. (2021). Can Consumer-Posted Photos Serve as a Leading Indicator of Restaurant Survival? Evidence from Yelp. Available at SSRN: https://ssrn.com/abstract=3108288Google Scholar
Zhang, Y., Moe, W. W., & Schweidel, D. A. (2017). Modeling the role of message content and influencers in social media rebroadcasting. International Journal of Research in Marketing, 34(1), 100–119.Google Scholar
Zhao, Y., Yang, S., Narayan, V., & Zhao, Y. (2013). Modeling consumer learning from online product reviews. Marketing Science, 32(1), 153–169.Google Scholar

Save book to Kindle

To save this book to your Kindle, first ensure coreplatform@cambridge.org is added to your Approved Personal Document E-mail List under your Personal Document Settings on the Manage Your Content and Devices page of your Amazon account. Then enter the ‘name’ part of your Kindle email address below. Find out more about saving to your Kindle.

Note you can select to save to either the @free.kindle.com or @kindle.com variations. ‘@free.kindle.com’ emails are free but can only be saved to your device when it is connected to wi-fi. ‘@kindle.com’ emails can be delivered even when you are not connected to wi-fi, but note that service fees apply.

Find out more about the Kindle Personal Document Service.

Available formats
×

Save book to Dropbox

To save content items to your account, please confirm that you agree to abide by our usage policies. If this is the first time you use this feature, you will be asked to authorise Cambridge Core to connect with your account. Find out more about saving content to Dropbox.

Available formats
×

Save book to Google Drive

To save content items to your account, please confirm that you agree to abide by our usage policies. If this is the first time you use this feature, you will be asked to authorise Cambridge Core to connect with your account. Find out more about saving content to Google Drive.

Available formats
×