Trends in Electronic Word of Mouth Research : A Bibliometric Review and Analysis
DOI:
https://doi.org/10.17010/ijom/2021/v51/i4/158468Keywords:
Word of Mouth
, Electronic Word of Mouth, EWOM, Bibliometric Analysis, Bibliometrix, Biblioshiny, Citation Analysis, Literature Review.Paper Submission Date
, February 10, 2020, Paper Sent Back for Revision, September 2, Paper Acceptance Date, December 21, Paper Published Online, April 10, 2021.Abstract
This aim of this paper was to evaluate the research literature on electronic word of mouth (EWOM) by conducting a bibliometric analysis of research papers in the Scopus database both from a global as well as an Indian perspective. The bibliometric review and analysis were carried out using the analytical tools of the Scopus database and Biblioshiny – the shiny interface of the bibliometric tool Bibliometrix. The research literature was investigated over a period of 10 years (2009 – 2019) and analyzed trends in production of research papers, citation trends, top countries, journals, and authors contributing to literature related to EWOM. USA was the topmost contributing country based on the number of publications and citations received. We observed that significant research on EWOM has been conducted in the Asian subcontinent by China, Taiwan, and Hong Kong. The key theories used in researching the domain of electronic word of mouth included the cognitive dissonance theory, the information adoption model, elaboration likelihood model, attribution theory, and the social exchange theory. The intellectual structure of the research on electronic word of mouth was studied in order to offer fundamental insights into recent developments in this research area, which would provide researchers and academicians with a broad guideline for conducting further research in this area.Downloads
Downloads
Published
How to Cite
Issue
Section
References
Alabdullatif, A. A., & Akram, M. S. (2018). Exploring the impact of electronic word of mouth and property characteristics on customers’ online booking decision. TEM Journal, 7(2), 411–420. https://www.ceeol.com/search/article-detail?id=664769
Alsaggaf, M. A., & Althonayan, A. (2018). An empirical investigation of customer intentions influenced by service quality using the mediation of emotional and cognitive responses. Journal of Enterprise Information Management, 31(1), 194–223. https://doi.org/10.1108/JEIM-04-2017-0048
Aria, M., & Cuccurullo, C. (2017). bibliometrix : An R-tool for comprehensive science mapping analysis. Journal of Informetrics, 11(4), 959–975. https://doi.org/10.1016/j.joi.2017.08.007
Arora, T., Agarwal, B., & Kumar, A. (2018). A study of millennials’ preferences for social media advertising in Delhi NCR. Indian Journal of Marketing, 48(10), 34–51. https://doi.org/10.17010/ijom/2018/v48/i10/132334
Awad, N. F., & Ragowsky, A. (2008). Establishing trust in electronic commerce through online word of mouth : An examination across genders. Journal of Management Information Systems, 24(4), 101–121. https://doi.org/10.2753/MIS0742-1222240404
BhÄle, S., & Tongare, K. (2018). A conceptual model of helpfulness of online reviews in a blink. Indian Journal of Marketing, 48(2), 7–22. https://doi.org/10.17010/ijom/2018/v48/i2/121331
Chatterjee, P. (2001). Online reviews : Do consumers use them ? SSRN. https://ssrn.com/abstract=900158
Chen, C. - W., Chen, W. - C., & Chen, W. - K. (2014). Understanding the effects of eWOM on cosmetic consumer behavioral intention. International Journal of Electronic Commerce Studies, 5(1), 97–102. http://dx.doi.org/10.7903/ijecs.1030
Cheung, C. M., & Thadani, D. R. (2012). The impact of electronic word-of-mouth communication : A literature analysis and integrative model. Decision Support Systems, 54(1), 461-470. https://doi.org/10.1016/j.dss.2012.06.008
Cheung, M. Y., Luo, C., Sia, C. L., & Chen, H. (2009). Credibility of electronic word-of-mouth : Informational and normative determinants of online consumer recommendations. International Journal of Electronic
Commerce, 13(4), 9–38. https://doi.org/10.2753/JEC1086-4415130402
Chiou, J. - S., Hsiao, C. - C., & Chiu, T. - Y. (2018). The credibility and attribution of online reviews : Differences between high and low product knowledge consumers. Online Information Review, 42(5), 630–646. https://doi.org/10.1108/OIR-06-2017-0197
Chu, S. - C., & Kim, Y. (2011). Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites. International Journal of Advertising, 30(1), 47–75. https://doi.org/10.2501/IJA-30 1-047-075
Churchill, E., Girgensohn, A., Nelson, L., & Lee, A. (2004). Blending digital and physical spaces for ubiquitous community participation. Communications of the ACM, 47(2), 38-44. https://doi.org/10.1145/966389.966413
Duan, W., Gu, B., & Whinston, A. B. (2008). Do online reviews matter ?–An empirical investigation of panel data. Decision Support Systems, 45(4), 1007–1016. https://doi.org/10.1016/j.dss.2008.04.001
Dwyer, P. (2007). Measuring the value of electronic word of mouth and its impact in consumer communities. Journal of Interactive Marketing, 21(2), 63–79. https://doi.org/10.1002/dir.20078
Erkan, I., & Evans, C. (2016). The influence of eWOM in social media on consumers’ purchase intentions : An extended approach to information adoption. Computers in Human Behavior, 61, 47–55. https://doi.org/10.1016/j.chb.2016.03.003
Festinger, L. (1957). A theory of cognitive dissonance (Vol. 2). Stanford University Press.
Folkes, V. S. (1988). Recent attribution research in consumer behavior : A review and new directions. Journal of Consumer Research, 14(4), 548–565.
Gruen, T. W., Osmonbekov, T., & Czaplewski, A. J. (2006). eWOM : The impact of customer-to-customer online know-how exchange on customer value and loyalty. Journal of Business Research, 59(4), 449–456. https://doi.org/10.1016/j.jbusres.2005.10.004
Hall, C. M. (2011). Publish and perish ? Bibliometric analysis, journal ranking and the assessment of research quality in tourism. Tourism Management, 32(1), 16–27. https://doi.org/10.1016/j.tourman.2010.07.001
Harrison - Walker, L. J. (2001). The measurement of word-of-mouth communication and an investigation of service quality and customer commitment as potential antecedents. Journal of Service Research, 4(1), 60–75. https://doi.org/10.1177/109467050141006
Helm, S. (2000). Viral marketing - establishing customer relationships by ‘word-of-mouse'. Electronic Markets, 10(3), 158–161. https://doi.org/10.1080/10196780050177053
Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumeropinion platforms : What motivates consumers to articulate themselves on the internet ? Journal of Interactive Marketing, 18(1), 38–52. https://doi.org/10.1002/dir.10073
Hennig-Thurau, T., Malthouse, E. C., Friege, C., Gensler, S., Lobschat, L., Rangaswamy, A., & Skiera, B. (2010). The impact of new media on customer relationships. Journal of Service Research, 13(3), 311–330. https://doi.org/10.1177/1094670510375460
Ho, Y. - S. (2008). Bibliometric analysis of biosorption technology in water treatment research from 1991 to 2004. International Journal of Environment and Pollution, 34(1-4), 1–13. https://doi.org/10.1504/IJEP.2008.020778
Homans, G. C. (1958). Social behavior as exchange. American Journal of Sociology, 63(6), 597–606. https://doi.org/10.1086/222355
Hussain, S., Guangju, W., Jafar, R. M. S., Ilyas, Z., Mustafa, G., & Jianzhou, Y. (2018). Consumers' online information adoption behavior : Motives and antecedents of electronic word of mouth communications. Computers in Human Behavior, 80, 22–32. https://doi.org/10.1016/j.chb.2017.09.019
Ifie, K., Simintiras, A. C., Dwivedi, Y., & Mavridou, V. (2018). How service quality and outcome confidence drive preoutcome word-of-mouth. Journal of Retailing and Consumer Services, 44, 214–221. https://doi.org/10.1016/j.jretconser.2018.07.002
India Brand Equity Foundation. (2019a.). E-commerce report. https://www.ibef.org/download/E-Commerce-July 2019.pdf
India Brand Equity Foundation. (2019b.). Retail report. https://www.ibef.org/download/Retail-July-2019.pdf
Jansen, B. J., Zhang, M., Sobel, K., & Chowdury, A. (2009). Twitter power : Tweets as electronic word of mouth. Journal of the American Society for Information Science and Technology, 60(11), 2169–2188. https://doi.org/10.1002/asi.21149
Kang, B., & Sivadas, E. (2018). Corporate social responsibility and word-of-mouth intentions. Indian Journal of Marketing, 48(4), 7–20. https://doi.org/10.17010/ijom/2018/v48/i4/122622
Khammash, M., & Griffiths, G. H. (2011). ‘Arrivederci CIAO. com, Buongiorno Bing. com’–Electronic word-ofmouth (eWOM), antecedences and consequences. International Journal of Information Management, 31(1), 82–87. https://doi.org/10.1016/j.ijinfomgt.2010.10.005
Lee, M., & Youn, S. (2009). Electronic word of mouth (eWOM) : How eWOM platforms influence consumer product judgement. International Journal of Advertising, 28 (3), 473–499. https://doi.org/10.2501/S0265048709200709
Lindsey, D. (1980). Production and citation measures in the sociology of science : The problem of multiple authorship. Social Studies of Science, 10(2), 145–162. https://doi.org/10.1177/030631278001000202
Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458–468. https://doi.org/10.1016/j.tourman.2007.05.011
Mangold, W. G., & Smith, K. T. (2012). Selling to millennials with online reviews. Business Horizons, 55(2), 141–153. https://doi.org/10.1016/j.bushor.2011.11.001
Moriarty, J., Jones, R., Rowley, J., & Kupiec-Teahan, B. (2008). Marketing in small hotels : A qualitative study.
Marketing Intelligence & Planning, 26(3), 293–315. https://doi.org/10.1108/02634500810871348
O’Cass, A., & Carlson, J. (2012). An e-retailing assessment of perceived website-service innovativeness : Implications for website quality evaluations, trust, loyalty and word of mouth. Australasian Marketing Journal (AMJ), 20(1), 28–36. https://doi.org/ 10.1016/j.ausmj.2011.10.012
Osareh, F. (1996). Bibliometrics, citation analysis and co-citation analysis: A review of literature I. Libri, 46(3), 149 –158. https://doi.org/10.1515/libr.1996.46.3.149
Park, C., & Lee, T. M. (2009). Information direction, website reputation and eWOM effect : A moderating role of product type. Journal of Business Research, 62(1), 61–67. https://doi.org/10.1016/j.jbusres.2007.11.017
Pavlou, P. A., & Dimoka, A. (2006). The nature and role of feedback text comments in online marketplaces : Implications for trust building, price premiums, and seller differentiation. Information Systems Research, 17(4), 392–414. https://doi.org/10.1287/isre.1060.0106
Prasad, S., & Sen, S. (2018). Role of conviction in the impact of electronic word of mouth on purchase intention for financial products and services. Indian Journal of Marketing, 48(1), 47–60. https://doi.org/10.17010/ijom/2018/v48/i1/120735
Pritchard, A. (1969). Statistical bibliography or bibliometrics. Journal of Documentation, 25(4), 348–349.
Rao, K. S., & Rao, B. (2019). Examining eWOM credibility - Consumer purchase intention relationship in Facebook : A mediation analysis. Indian Journal of Marketing, 49(8), 7–22. https://doi.org/10.17010/ijom/2019/v49/i8/146169
Ravi, K., & Ravi, V. (2015). A survey on opinion mining and sentiment analysis : Tasks, approaches and applications. Knowledge-Based Systems, 89, 14–46. https://doi.org/10.1016/j.knosys.2015.06.015
Rowley, J., & Slack, F. (2004). Conducting a literature review. Management Research News, 27(6), 31–39. https://doi.org/10.1108/01409170410784185
Shimpi, S. S. (2018). Social media as an effective marketing tool : An empirical study. Indian Journal of Marketing, 48(7), 36–50. https://doi.org/10.17010/ijom/2018/v48/i7/129725
Sparks, B. A., & Browning, V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Tourism Management, 32(6), 1310–1323. https://doi.org/10.1016/j.tourman.2010.12.011
Sussman, S. W., & Siegal, W. S. (2003). Informational influence in organizations : An integrated approach to knowledge adoption. Information Systems Research, 14(1), 47–65. https://doi.org/10.1287/isre.14.1.47.14767
Tranfield, D., Denyer, D., & Smart, P. (2003). Towards a methodology for developing evidence - informed management knowledge by means of systematic review. British Journal of Management, 14(3), 207–222. https://doi.org/10.1111/1467-8551.00375
Ullah, N., Ranjha, M. H., & Rehan, M. (2018). The impact of after sale service and service quality on word of mouth, mediating role of customer satisfaction. International Journal of Services and Operations Management, 31(4), 494–512. https://doi.org/10.1504/IJSOM.2018.096170
Vermeulen, I. E., & Seegers, D. (2009). Tried and tested : The impact of online hotel reviews on consumer consideration. Tourism Management, 30(1), 123 –127. https://doi.org/10.1016/j.tourman.2008.04.008
Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24(3), 258–270. https://doi.org/10.1177/002224378702400302
Ye, Q., Law, R., Gu, B., & Chen, W. (2011). The influence of user-generated content on traveller behavior : An empirical investigation on the effects of e-word-of-mouth to hotel online bookings. Computers in Human Behavior, 27(2), 634–639. https://doi.org/10.1016/j.chb.2010.04.014
Yoo, C. W., Sanders, G. L., & Moon, J. (2013). Exploring the effect of e-WOM participation on e-Loyalty in e-commerce. Decision Support Systems, 55(3), 669–678. https://doi.org/10.1016/j.dss.2013.02.001
Yusuf, A. S., Che Hussin, A. R., & Busalim, A. H. (2018). Influence of e-WOM engagement on consumer purchase intention in social commerce. Journal of Services Marketing, 32(4), 493–504. https://doi.org/10.1108/JSM-01-2017-0031
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.1177%2F002224299606000203
