In marketing literature, the consumer engagement concept has gained the significant attention of researchers. Based on the stimuli-organism-response (S-O-R) framework, current research proposed to analyze the association between consumers' perception of characteristics of firm-generated content (FGC) on Instagram and positive electronic word of mouth by consumers through affective consumer engagement. The quantitative research technique was employed to evaluate the hypotheses and theoretical framework, and an online survey was developed for this research. The backdrop for this study is Pakistan’s restaurant Instagram accounts due to the importance of engagement in the food sector. To test the hypotheses, SPSS software is used. From the analysis and results generated from different tools, it is found that Customer engagement is significantly affected by perceived enjoyment which they get from original Instagram post of the brands they follow. Additionally, it is found that if a firm or brand puts in effort in enhancing their content catering to better perceived enjoyment and perceived originality for improving customers’ engagement, then they are more likely to improve the WOM numbers which can bring in more followers and evidently more business.

Negative word of mouth is something most businesses try to avoid, It could affect the reputation and vision of a company in a consumer’s mind. The success of a company lies in the connection of a product or service with a satisfying good image that has been formed on the back of consumer’s mind. This image can be the result of a positive past experience or the good reputation a company already has. On the other hand, negative word of mouth specifically in social media has the power to destroy the reputation of a company, because of the fast and wide spreading of a crisis in no time. This research will answer the question of how is the market value of a company affected by viral negative sentiment in social media? Focusing on the case study of United Airlines crisis 2017. We show that viral negative sentiment can have a short term effect over a company’s market value, but might not affect in the long term in a counter-intuitive manner.

The use of e-mail communication between consumers has been growing and companies are seeking to increase their understanding of this type of private communication medium between consumers. The privacy and cost-effectiveness characteristics of e-mail make it an important communication medium for consumers. Consumers use e-mail to exchange a variety of information including electronic word of mouth (eWOM) about products, services and organisations. The travel industry, the context of this study, is increasingly being delivered online. Understanding what influences consumers and how consumers evaluate eWOM will increase the travel industry’s knowledge about its consumer base. This study aims to contribute to existing knowledge on the impact of eWOM on consumer purchase intention. Its focus is on an interpersonal context where eWOM is sent from the source to the receiver in an e-mail about holiday destination. The study, which was undertaken from a positivist perspective, used qualitative and quantitative research techniques to better understand the influence of eWOM on purchase intention. The literature on word of mouth (WOM) and eWOM was initially examined to identify the major factors that have an influence on the receiver of eWOM. Consistent with previous studies, both perceived expertise and similarity were identified as source characteristics that have an influence on the receiver’s purchase intention. The literature also indicated that trustworthiness belief would have a key effect on the influence of eWOM on the attitude of the receiver. Consequently, this study examined each trustworthiness dimension – ability, benevolence, and integrity – with respect to its role in the influence of eWOM on purchase intention. The literature review also revealed that certain receiver characteristics were important in the process of influence, especially consumer susceptibility to interpersonal influence. The relationships between the variables identified were further developed into the research model, which has its roots in the theory of reasoned-action (Fishbein and Ajzen, 1975) and the dual process theory of influence (Deutsch and Gerard, 1955). Methodologically, a scenario-building approach to developing authentic e-mail was used. The qualitative data gathered from eight focus group discussions were analysed using “framework analysis” (Ritchie and Spencer, 1994) to develop eight scenarios. This was then used to manipulate the moderating variables in the scenario. Three manipulations, each with two levels, were included: eWOM direction “positive and negative”; source characteristic of “expert/non-expert”; and source characteristic of “similar/non-similar”. These scenarios formed part of a questionnaire. The questionnaire was used to collect data from a sample of University of Bradford students. The final number of usable questionnaires was 477. Structural equation modelling was used to determine the validity of the conceptual model and test the hypotheses. In particular, multiple group analysis was used to assess both the measurement and structural models, and to identify the impact of the eWOM direction. The theoretical model that describes the relationships between the exogenous variables (source’s and receiver’s characteristics) and the endogenous variables (trustworthiness dimensions, interpersonal influence and purchase intention) was accepted. The research findings provided empirical evidence on the difference in the impact of positive and negative eWOM on purchase intention. The source’s and receiver’s characteristics and related trustworthiness beliefs, (i.e. ability, benevolence, and integrity) are influenced by the direction of eWOM. The findings show that positive and negative eWOM differ with respect to how they impact on consumers’ attitudes and intentions. For instance, consumers have more belief in the credibility of a source who provides negative eWOM. However, the overall influence of the source’s characteristics tends to be stronger with positive than with negative eWOM. The findings of this study provide insights for both academics and practitioners to understand the potential of eWOM. This might be tailored to help develop more private relationships with customers through e-mail marketing strategies that incorporate eWOM. Negative eWOM is more credible but less directly useful to marketers. Nevertheless, it is important for marketers to realise the significance of managing dissatisfaction and to harness the power of negative eWOM. Similarly, positive eWOM is effective especially when the source is both expert and similar. This might be translated into online marketing campaigns that use consumer-to-consumer discussions in addition to viral marketing. Future research might test the model in different contexts, (e.g. financial services), to provide a more comprehensive picture of the influence of eWOM on purchase intention.

With the rise of social media platforms and the increasing popularity of short-form video content, TikTok has emerged as one of the dominant platforms for entertainment, information sharing, and commerce. This thesis aims to examine the influence of community commerce TikTok content on adult users, exploring the impact it has on their purchasing behaviors, perceptions, and overall engagement. The research employs a mixed-methods approach, combining quantitative and qualitative methods in an online survey. The quantitative analysis of results involves assessing demographic data in addition to establishing a clear, unambiguous understanding of the participants including their exposure to community commerce content, motivations for engagement, and existing purchase behavior. In the analysis of qualitative data, open-ended and narrative responses are analyzed. These responses speak to personal realities and provide insight on distinctive opinions. The theories deployed in the design of the study are Social Influence theory, the Stimulus-Organism-Response Model (SOR), and Word of Mouth (WOM). The findings of this research contribute to existing literature on social media marketing, digital commerce, and consumer behavior. The outcome of the study revealed that users feel more inclined to make a purchase in response to TikTok content (compared to traditional marketing) when the content feels catered to their interests and multiple users on the platform attest to a product's value. This category of content is referred to as community commerce, which intersects community, shopping, and entertainment. The elements that make this content unique were revealed to have the power to influence someone who has never made a purchase from TikTok before to be more inclined to do so if the content is relevant enough.  As such, the conclusions of this thesis also imply several implications for society at large. These include a more authentic approach to future influencer marketing, the democratization of trend-setting, and leveling the opportunities for small businesses that are up against larger brands.

Sociala mediemiljön är ständigt i förändring och det lanseras kontinuerligt nya plattformar som användare etablerar sig på. Syftet med studien var att undersöka hur företag använder nya sociala medieplattformar som marknadskommunikationskanaler, samt om företagens tidigare erfarenheter inom sociala mediemarknadsföring underlättar utformningen av marknadsföringsstrategier på nya plattformar. Två frågeställningar formulerades där den första frågeställningen berör hur företag använder nya sociala medieplattformar i jämförelse med äldre plattformar. Den andra frågeställningen berör hur tidigare erfarenheter av sociala medieplattformar spelar roll när företag etablerar sig på nya plattformar.  Studiens teoretiska ramverk tog avstamp i teorier om marknadsföring i sociala medier, visuell kommunikation, electronic word-of-mouth (eWOM) samt social customer relationship management (SCRM). Empiriskt material har samlats in genom semistrukturerade intervjuer. Resultatet visar att plattformar används i olika syften och att företagen därför har skilda marknadsföringsstrategier för dem. Tidigare erfarenheter underlättar utformningen av marknadsföringsstrategier på nya plattformar till viss del eftersom det ofta innebär att företagen redan har ett sociala medieteam, resurserna som krävs och kunskapen kring hur sociala medier fungerar i stort.

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Online word-of-mouth (WOM) platforms have been referred to by various terms such as online communities, feedback systems, peer reputation systems, or consumer generated media. Such systems provide a global platform for customers to share their experiences, and also rate service providers. WOM systems are burgeoning on the Internet for products such as music and books (Amazon.com), news (Slashdot.org), consumer electronics (shopping.com), tourism and travel (Tripadvisor.com; Hotels.com), and many other products and services. As with the traditional WOM, numerous studies have shown that these systems have a significant impact on customer decision making process, their satisfaction with goods and services, and the overall value of online economic transactions. In this study, the primary focus were the product review systems (PRS). These review systems are less personal but more ubiquitous platforms for online WOM wherein consumers post reviews about the products/services they have consumed. These reviews are widely accessible to other consumers but are disseminated only when other consumer consult these reviews during the purchasing process. However, there are still numerous problems associated with these systems. Recent studies have shown that there are numerous instances of deceptive information provided by service providers themselves or customers who have been paid by commercial parties. Added to this is the problem of anonymity in a computer mediated environment that adds to the already existing uncertainty for the consumer. Further, each review system consists of hundreds of consumer reviews associated with any given product or service. Given that consumers face these numerous problems, research is yet to examine the factors that drive the consumers develop trust in these reviews, and base their purchasing decisions on the information gleaned from the review systems. The main objective of this study was to explore this interesting phenomenon. To this end, this study applied uncertainty reduction theory and Social identity theory to delineate certain aspects of the online reviews that might have an impact on the consumer's assessment of online product reviews. Based on these theories, it was hypothesized that the informational content of the review and social component of the review (individuals' identity information disclosure and the consumers' perceived similarity with this information) have a significant effect on the consumers' trust in a review and subsequently the purchase intention. Further, based on the elaboration likelihood model, it was also posited that consumers' use of these heuristics is more salient while evaluating high involvement products than low involvement products. To test the hypotheses, the study adopted a quasi-experimental design with 2x2 (2 levels each for information content and social component within-subjects) x 2 (2 involvement modes between-subjects) full factorial design. Based on two levels for each of these factors, four reviews similar to those found in sites such as tripadvisor.com were created. A total of 283 students (153 in high involvement mode and 130 in low involvement mode) evaluated these reviews and assigned trust scores as well purchase intention scores to each review. The data was analyzed using linear mixed models and structural equation modeling. The results showed that both the main effects, information content of the review, and the consumers' perceived social identity with the reviewer contribute to an increased trust in the reviews. The study data did not support the hypothesis that involvement of the activity moderates the above mentioned relationships. Within this, information content was found to be playing an important role in both the involvement modes whereas the social component explained more variance in the trust in the high involvement mode than low involvement mode. Some of the results concur with previous research in both traditional and online WOM. The significance of these results in the extant literature as well their implications for both product review system providers as well tourism and hospitality service providers are discussed in detail. / Business Administration

Numerical information is ubiquitous in modern life. The prevalence of numerical information in the marketplace necessitates understanding how consumers handle and interpret that information, for both theoretical and practical reasons. Past research has largely focused on consumers’ encoding of numbers, calculative limitations, and usage of heuristics. This dissertation will contribute to this burgeoning literature in several ways. First, I identify a general tendency in how consumers calculate ratios based on an intuitive model of division. Specifically, consumers tend to divide larger numbers by smaller numbers. The intuitive model of division has marketing implications for both consumers’ evaluations of quantity offers and sensitivities to promotions. Next, I examine how consumers draw inferences from distributional information. In contrast to the assumption that consumers utilize means to assess central tendency, I demonstrate that consumers use the modal response to judge what is typical, with implications for consumers’ inferences about product ratings and other social distributions. / PHD

Background: The digitalisation and rise of social media completely transformed the dynamics of communication where marketers lost full control over the marketing message to consumers. Companies have adapted by utilising Online Brand Communities (OBCs) with an open environment facilitating their consumer relationship with mutual benefits. Recently, companies have started to fear social media, due to the increased spread of negative word-of-mouth (WOM). Recent research reveals that consumers are more prone to share negative WOM than positive WOM, where certain consumers intentionally seek to harm brands by spreading misinformation. This underscores the need for further exploration of the dark side of OBCs.    Purpose: This paper aims to investigate the presence and impact of negative WOM within OBCs focusing on negative expressions concerning product quality, identity and intention. Specifically, it examines what negative expression has the most significant impact on consumer outcomes in the form of loyalty, intention and emotional attachment. Method: A mixed methodology approach was conducted for this study. The qualitative approach involved conducting a netnography to analyse the dynamics within OBCs and identify negative comments present within the communities. The quantitative approach was then implemented through a survey, incorporating the selected comments from the netnography to understand their impact on consumer outcomes.  Conclusion: The netnography findings showed that negative expressions regarding product quality were predominant within OBCs. The survey revealed that negative expressions concerning consumer identity exert the most significant impact on consumer outcomes. Although product quality discussions dominate OBCs, it was shown to not be the ultimate factor to impact consumer outcomes.

Background: The great majority of travellers read online reviews before selecting a hotel. Showcasing how big of a role online customer reviews (OCR) play in the consumer decision-making process. Apart from potential financial gains, reviews also help to indicate the areas that performed excellently and those that still need to be improved. However, only a part of hotel visitors actually leave an online review after a hotel stay indicating that there is still room for increasing the amount of OCR left to boost hotel performance and drive sales.   Purpose: The purpose of this research is to explore how hotel managers work with OCR and provide recommendations on how they can incorporate it into their business successfully. Method: This study follows a qualitative research approach by conducting semi-structured interviews with five hotel managers and a CEO from a ratings and review agency.  Conclusion: The study found that although all hotels use OCR to some extent, chain hotels often apply more advanced strategies. This study identified several strategies that could be adopted to increase the amount of online reviews. For instance, by developing omnichannel to make the customer experience seamless, offer them easy feedback tools, and the possibility to give short reviews. This is in addition to offering the option for guests to choose if they want to share longer and deeper feedback afterwards. Also, it is important to research when it is most convenient for hotel guests to leave a review. This would be either straight after the hotel stay or a few days later. Overall, it is important to develop good customer relationship management to improve customer satisfaction, but at the same time have a well-developed service failure system in case something negative is indicated in the review.