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Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites

2011; Taylor & Francis; Volume: 30; Issue: 1 Linguagem: Inglês

10.2501/ija-30-1-047-075

1759-3948

Shu‐Chuan Chu, Yoojung Kim,

Digital Communication and Language

As more and more marketers incorporate social media as an integral part of the promotional mix, rigorous investigation of the determinants that impact consumers’ engagement in eWOM via social networks is becoming critical. Given the social and communal characteristics of social networking sites (SNSs) such as Facebook, MySpace and Friendster, this study examines how social relationship factors relate to eWOM transmitted via online social websites. Specifically, a conceptual model that identifies tie strength, homophily, trust, normative and informational interpersonal influence as an important antecedent to eWOM behaviour in SNSs was developed and tested. The results confirm that tie strength, trust, normative and informational influence are positively associated with users’ overall eWOM behaviour, whereas a negative relationship was found with regard to homophily. This study suggests that product-focused eWOM in SNSs is a unique phenomenon with important social implications. The implications for researchers, practitioners and policy makers of social media regulation are discussed.