The effects of perceived risk, brand value, and brand trust on eWOM - Publication - Bridge of Knowledge

Search

The effects of perceived risk, brand value, and brand trust on eWOM

Abstract

Unrestricted access to the Internet, mobile devices, social applications and offering shopping comment options via online stores and platforms, encourages customers to generate online reviews about brands. That is why it became important to learn about the factors that motivate customers to create electronic word of mouth (eWOM). The survey aimed to check if there are links between perceived brand value, perceived risk, brand trust and consumers' willingness to express opinions online about products bought online. Structural equation modelling (SEM) was applied to analyse the data from the study (340 respondents). Five of the six hypotheses were confirmed. The direct impact of perceived brand value on generating eWOM has not been established. Perceived product value has a more significant effect on brand trust than perceived risk. The adverse effect of perceived risk on the perceived brand value by consumers was also confirmed. It also turned out that trust in the brand has a more significant effect on the significance of eWOM than the perceived risk.

Cite as

Full text

download paper
downloaded 346 times
Publication version
Accepted or Published Version
License
Copyright (2018 Instytut Badań Rynku, Konsumpcji i Koniunktur)

Keywords

Details

Category:
Articles
Type:
artykuły w czasopismach recenzowanych i innych wydawnictwach ciągłych
Published in:
Handel Wewnętrzny pages 95 - 109,
ISSN: 0438-5403
Language:
English
Publication year:
2018
Bibliographic description:
Brzozowska-Woś M.: The effects of perceived risk, brand value, and brand trust on eWOM// Handel Wewnętrzny. -., iss. 6 (377) (2018), s.95-109
Bibliography: test
  1. Agarwal S., Teas R.K. (2001), Perceived value: mediating role of perceived risk, "Journal of Marketing Theory and Practice", No. 9(4). open in new tab
  2. Alamsyah D.P., Syarifuddin D. (2018), Store Image: Mediator of Social Responsibility and Customer Perceived Value to Customer Trust for Organic Products, "IOP Conference Series: Materials Sci- ence and Engineering", No. 288(1), IOP Publishing. open in new tab
  3. Algesheimer R., Dholakia U.M., Herrmann A. (2005), The social influence of brand community: Evidence from European car clubs, "Journal of Marketing", No. 69(3). open in new tab
  4. Bagozzi R.P., Yi Y. (1988), On the evaluation of structural equation models, "Journal of the Academy of Marketing Science", No. 16(1). open in new tab
  5. Bao Y., Zhou K.Z., Su C. (2003), Face consciousness and risk aversion: do they affect consumer decision-making?, "Psychology & Marketing", No. 20(8). open in new tab
  6. Bauer R.A. (1960), Consumer behavior as risk taking, (in:) Proceedings of the 43rd National Confer- ence of the American Marketing Association, June 15, 16, 17, American Marketing Association, Chicago, Illinois.
  7. Bauer R.A. (1964), The obstinate audience: The influence process from the point of view of social communication, "American Psychologist", No. 19(5). open in new tab
  8. Bishop W., Jr. (1984), Competitive Intelligence, "Progressive Grocer", No. 63. Brzozowska-Woś M. (2010), Wybrane czynniki wpływające na rynkowe zachowania konsumentów, (w:) Brzozowska-Woś M. (red.), Marketing. Ujęcie relacyjne, Politechnika Gdańska, Gdańsk. Brzozowska-Woś M., Schivinski B. (2017), Zaufanie do marek jako mediator pomiędzy postrzega- nym ryzykiem i skłonnością do elektronicznego word-of-mouth, "Handel Wewnętrzny", nr 5(370).
  9. Chaudhuri A. (1997), Consumption emotion and perceived risk: A macro-analytic approach, "Journal of Business Research", No. 39(2). open in new tab
  10. Chaudhuri A., Holbrook M.B. (2001), The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty, "Journal of Marketing", No. 65(2). open in new tab
  11. Chen R., He F. (2003), Examination of brand knowledge, perceived risk and consumers' intention to adopt an online retailer, "Total Quality Management & Business Excellence", No. 14(6). open in new tab
  12. Chen Y.S., Chang C.H. (2012), Enhance green purchase intentions: The roles of green perceived value, green perceived risk, and green trust, "Management Decision", No. 50(3). open in new tab
  13. Chen Z., Dubinsky A.J. (2003), A conceptual model of perceived customer value in e-commerce: A preliminary investigation, "Psychology & Marketing", No. 20(4). open in new tab
  14. Cheong H.J., Morrison M.A. (2008), Consumers' reliance on product information and recommenda- tions found in UGC, "Journal of Interactive Advertising", No. 8(2). open in new tab
  15. Cheung, C., Thadani, D. (2012), The impact of electronic word-of-mouth communication: A literature analysis and integrative model, "Decision Support Systems", 54(1). open in new tab
  16. Chih W.H., Liou D.K., Hsu L.C. (2015), From positive and negative cognition perspectives to explore e-shoppers' real purchase behavior: an application of tricomponent attitude model, "Information Systems and e-Business Management", No. 13(3). open in new tab
  17. Chinomona R., Okoumba L., Pooe D. (2013), The Impact of Product Quality on Perceived Value, Trust and Students' Intention to Purchase Electronic Gadgets, "Mediterranean Journal of Social Sciences", No. 4(14). open in new tab
  18. Cho J. (2004), Likelihood to abort an online transaction: influences from cognitive evaluations, attitudes, and behavioral variables, "Information & Management", No. 41(7). open in new tab
  19. Chu S.C., Kim Y. (2011), Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites, "International Journal of Advertising", No. 30(1). open in new tab
  20. Cronin J.J., Brady M.K., Hult G.T.M. (2000), Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments, "Journal of Retailing", No. 76(2). open in new tab
  21. Cronin J.J., Brady M.K., Brand R.R., Hightower R., Shemwell D. (1997), A cross-sectional test of the effect and conceptualization of service value, "The Journal of Service Marketing", No. 11(6). open in new tab
  22. D'Alessandro S., Girardi A., Tiangsoongnern L. (2012), Perceived risk and trust as antecedents of online purchasing behavior in the USA gemstone industry, "Asia Pacific Journal of Marketing and Logistics", No. 24(3).
  23. De Matos C.A., Rossi C.A.V. (2008), Word-of-mouth communications in marketing: a meta-analyt- ic review of the antecedents and moderators, "Journal of the Academy of Marketing Science", No. 36(4).
  24. Delgado-Ballester E., Munuera-Aleman J.L., Yague-Guillen M.J. (2003), Development and valida- tion of a brand trust scale, "International Journal of Market Research", No. 45(1).
  25. Featherman M.S., Pavlou P.A. (2003), Predicting e-services adoption: a perceived risk facets per- spective, "International Journal of Human-Computer Studies", No. 59(4). open in new tab
  26. Flavián C., Guinalíu M., Gurrea R. (2006), The influence of familiarity and usability on loyalty to online journalistic services: The role of user experience, "Journal of Retailing and Consumer Services", No. 13(5). open in new tab
  27. Fornell C., Larcker D.F. (1981), Evaluating structural equation models with unobservable variables and measurement error, "Journal of Marketing Research", No. 18(1). open in new tab
  28. Fu J.R., Ju P.H., Hsu C.W. (2015), Understanding why consumers engage in electronic word-of- mouth communication: Perspectives from theory of planned behavior and justice theory, "Electronic Commerce Research and Applications", No. 14(6). open in new tab
  29. Gremler D.D., Gwinner K.P., Brown S.W. (2001), Generating positive word-of-mouth communi- cation through customer-employee relationships, "International Journal of Service Industry Management", No. 12(1). open in new tab
  30. Grewal D., Iyer G.R., Gotlieb J., Levy M. (2007), Developing a deeper understanding of post-pur- chase perceived risk and behavioral intentions in a service setting, "Journal of the Academy of Marketing Science", No. 35(2). open in new tab
  31. Hair Jr. J.F., Black W.C., Babin B.J., Anderson R.E. (2014), Multivariate data analysis (Seventh Ed), Pearson Education Limited, Harlow.
  32. Harris L.C., Goode M.M. (2004), The four levels of loyalty and the pivotal role of trust: a study of online service dynamics, "Journal of Retailing", No. 80(2). open in new tab
  33. Harrison-Walker L.J. (2001), The measurement of word-of-mouth communication and an investiga- tion of service quality and customer commitment as potential antecedents, "Journal of Service Research", No. 4(1). open in new tab
  34. Hennig-Thurau T., Gwinne K.P., Walsh G., Gremler D.D. (2004), Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Inter- net?, "Journal of Interactive Marketing", No. 18(1). open in new tab
  35. Hsin Chang H., Wen Chen S. (2008), The impact of online store environment cues on purchase inten- tion: Trust and perceived risk as a mediator, "Online Information Review", No. 32(6).
  36. Jacoby J., Kaplan L.B. (1972), The Components of Perceived Risk, (w:) Venkatesan M., SV -Pro- ceedings of the Third Annual Conference of the Association for Consumer Research, red., IL: Association for Consumer Research, Chicago, http://www.acrwebsite.org/volumes/12016/volumes/sv02/SV-02 [dostęp: 02.11.2017].
  37. Keeney R.L. (1999), The value of internet commerce to the customer, "Management Science", No. 45(4). open in new tab
  38. Keh H.T., Sun J. (2008), The complexities of perceived risk in cross-cultural services marketing, "Journal of International Marketing", No. 16(1). open in new tab
  39. Kim T.T., Kim W.G., Kim H.B. (2009), The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels, "Tourism Management", No. 30(1). open in new tab
  40. Kwun J.W., Oh H. (2004), Effects of brand, price, and risk on customers' value perceptions and behavioral intentions in the restaurant industry, "Journal of Hospitality & Leisure Marketing", No. 11(1). open in new tab
  41. Lee M.K., Turban E. (2001), A trust model for consumer internet shopping, "International Journal of Electronic Commerce", No. 6(1). open in new tab
  42. Lin T.M., Fang C.H. (2006), The effects of perceived risk on the word-of-mouth communication dyad, "Social Behavior and Personality", No. 34(10). open in new tab
  43. Ling K.C., Chai L.T., Piew T.H. (2010), The effects of shopping orientations, online trust and prior online purchase experience toward customers' online purchase intention, "International Business Research", No. 3(3). open in new tab
  44. Martins C., Oliveira T., Popovič A. (2014), Understanding the Internet banking adoption: A unified theory of acceptance and use of technology and perceived risk application, "International Journal of Information Management", No. 34(1). open in new tab
  45. Monroe K.B., Krishnan R. (1985), The Effect of Price on Subjective Product Evaluations, (in:) Jacoby J., Olsen J. (Eds.), Perceived Quality, Lexington Books, Lexington MA.
  46. Morgan R.M., Hunt S.D. (1994), The commitment-trust theory of relationship marketing, "The Jour- nal of Marketing", No. 58(3). open in new tab
  47. Nusair K., Parsa H.G., Cobanoglu C. (2011), Building a model of commitment for Generation Y: an empir- ical study on e-travel retailers, "Tourism Management", No. 32. open in new tab
  48. Oh H. (1999), Service quality, customer satisfaction, and customer value: A holistic perspective, "International Journal of Hospitality Management", No. 18(1). open in new tab
  49. Olaru D., Purchase S., Peterson N. (2008), From customer value to repurchase intentions and recom- mendations, "Journal of Business & Industrial Marketing", No. 23(8). open in new tab
  50. Olivero N., Lunt P. (2004), Privacy versus willingness to disclose in e-commerce exchanges: The effect of risk awareness on the relative role of trust and control, "Journal of Economic Psychology", No. 25(2). open in new tab
  51. Pihlström M., Brush G.J. (2008), Comparing the perceived value of information and entertainment mobile services, "Psychology & Marketing", No. 25(8). open in new tab
  52. Ranaweera C., Prabhu J. (2003), On the relative importance of customer satisfaction and trust as de- terminants of customer retention and positive word of mouth, "Journal of Targeting, Measurement and Analysis for Marketing", No. 12(1). open in new tab
  53. Sahin Dölarslan E. (2014), Assessing the effects of satisfaction and value on customer loyalty be- haviors in service environments: High-speed railway in Turkey as a case study, "Management Research Review", No. 37(8). open in new tab
  54. Sánchez-García I., Currás-Pérez R. (2011), Effects of dissatisfaction in tourist services: The role of anger and regret, "Tourism Management", No. 32(6). open in new tab
  55. Sandu M.C. (2015), Reputation-An Important Element for Automotive Industry Profit?. "Procedia Economics and Finance", No. 32. open in new tab
  56. Schivinski B., Brzozowska-Woś M. (2015), Badanie aktywności online polskich konsumentów doty- czącej marek, "e-mentor", nr 2(59). open in new tab
  57. Settle R.B., Alreck P. (1989), Reducing buyers' sense of risk, "Marketing Communications", No. 14(1).
  58. Sheth J.N., Newman B.I., Gross B.L. (1991), Consumption values and market choice, South Western Publishing, Ohio. open in new tab
  59. Sichtmann C. (2007), An analysis of antecedents and consequences of trust in a corporate brand, "European Journal of Marketing", No. 41(9/10). open in new tab
  60. Singh J., Sirdeshmukh D. (2000), Agency and trust mechanisms in consumer satisfaction and loyalty judgments, "Journal of the Academy of Marketing Science", No. 28(1). open in new tab
  61. Slater S.F., Narver J.C. (2000), Intelligence generation and superior customer value, "Journal of the academy of marketing science", No. 28(1). open in new tab
  62. Steenkamp J.B.E. (1990), Conceptual model of the quality perception process, "Journal of Business Research", No. 21(4). open in new tab
  63. Stojanovic I., Andreu L., Curras-Perez R. (2018), Effects of the intensity of use of social media on brand equity: An empirical study in a tourist destination, "European Journal of Management and Business Economics", No. 27(1). open in new tab
  64. Stone R.N., Grønhaug K. (1993), Perceived risk: Further considerations for the marketing discipline, "European Journal of Marketing", No. 27(3). open in new tab
  65. Sun L.B., Qu H. (2011), Is there any gender effect on the relationship between service quality and word-of-mouth?, "Journal of Travel & Tourism Marketing", No. 28(2). open in new tab
  66. Swanson S.R., Hsu M.K. (2009), Critical incidents in tourism: Failure, recovery, customer switching, and word-of-mouth behaviors, "Journal of Travel & Tourism Marketing", No. 26(2). open in new tab
  67. Sweeney J.C., Soutar G.N. (2001), Consumer perceived value: The development of a multiple item scale, "Journal of Retailing", No. 77(2). open in new tab
  68. Sweeney J.C., Soutar G.N., Johnson L.W. (1999), The role of perceived risk in the quality-value relation- ship: a study in a retail environment, "Journal of Retailing", No. 75(1). open in new tab
  69. Ulaga W., Chacour S. (2001), Measuring customer perceived value in business markets, "Industrial Marketing Management", No. 30. open in new tab
  70. Wang Y., Lo H.P., Yang Y. (2004), An integrated framework for service quality, customer value, sat- isfaction: Evidence from China's telecommunication industry, "Information Systems Frontiers", No. 6(4). open in new tab
  71. Wangenheim F.V., Bayón T. (2007), The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition, "Journal of the Academy of Marketing Science", No. 35(2). open in new tab
  72. Zauner A., Koller M., Hatak I. (2015), Customer perceived value-Conceptualization and avenues for future research, "Cogent Psychology", No. 2(1). open in new tab
  73. Zeithaml V.A. (1988), Consumer perceptions of price, quality and value: A means-end model and synthesis of evidence, "Journal of Marketing", No. 52(3). open in new tab
  74. Zeithaml V.A., Berry L.L., Parasuraman A. (1996), The behavioural consequences of service quality, "Journal of Marketing", No. 60(2). open in new tab
  75. Zhang J., Bloemer J.M. (2008). The impact of value congruence on consumer-service brand relation- ships. "Journal of Service Research", No. 11(2).
  76. структурных уравнений (англ. SEM). Подтвердили пять из шести выдвинутых гипотез. Не подтвердили прямого влияния воспринимаемой ценности брен- да на генерирование eWOM. Воспринимаемая ценность продукта оказывает большее влияние на доверие к бренду, нежели ощущаемый риск. Подтвердили тоже отрицательное влияние ощущаемого риска на ценность бренда, воспри- нимаемую потребителями. Оказалось тоже, что доверие к бренду оказывает большее влияние на склонность к э-сарафанному радио, чем ощущаемый риск. Ключевые слова: воспринимаемая ценность бренда, ощущаемый риск, до- верие к бренду, электронный маркетинг «из уст в уста», э-сарафанное радио (англ. eWOM). open in new tab
  77. Коды JEL: M310, M370 open in new tab
  78. Artykuł zaakceptowano do druku w październiku 2018 roku Afiliacja: dr inż. Magdalena Brzozowska-Woś open in new tab
Verified by:
Gdańsk University of Technology

seen 545 times

Recommended for you

Meta Tags