Examining the influence of technological self-efficacy, perceived trust, security, and electronic word of mouth on ICT usage in the education sector.

The context of education has changed due to revolutionary developments in the information communication technology (ICT) industry in the post-COVID era. Innovative learning methods were introduced in the education sector to promote quality education. The students find it more convenient to use ICT tools to integrate their knowledge-seeking. China has recently paid more attention to developing and adopting electronic infrastructure. The study assesses the effect of technology self-efficacy (TSE) on ICT acceptance and implementation in China's education sector. It also analyzed the role of perceived trust, perceived security, and electronic word of mouth (eWOM) in integrating digital information sharing and interaction tools. Data is collected from 382 business students at Chinese universities. The results revealed that perceived trust mediates the relationship between TSE and the actual use of ICT tools, intention to use ICT tools for information, and intention to use ICT tools for interaction. Further, perceived security and eWOM significantly moderate the relationship between TSE and perceived trust. The findings indicate that it is essential to offer assistance and instruction to students in the educational sector so they can use ICT technology more frequently. It is also crucial for organizations to establish a supportive culture and provide the necessary technological resources to facilitate the use of ICT.

Electronic word-of-mouth (eWOM) on social networking sites (SNS): Roles of information credibility in shaping online purchase intention.

Electronic word of mouth (eWOM) on social networking sites (SNS) has become crucial in shaping online consumers' purchase intentions, reflecting the growing reliance on rich nature of user-generated content and recommendations shared on these platforms. This study aims to investigate the intricate relationships among different factors of eWOM information, including information credibility, information usefulness, information adoption, attitude towards information, and their impacts on online purchase intention. This study draws upon the Information Adoption Model (IAM) and the Information Acceptance Model (IACM) foundation theory which reveal the steps individuals take in adopting new information, and focuses on how perceptions and attitudes towards information shape acceptance. The study used a quantitative approach, utilizing a structured questionnaire to collect data from 337 Vietnamese individuals actively engaged in eWOM activities on various SNS platforms. Statistical analysis was conducted using partial least squares structural equation modeling (PLS-SEM). The findings show that information credibility significantly influences both information usefulness and adoption. Interestingly, while information usefulness shapes user attitudes, it does not directly impact online purchase intention. Similarly, a positive attitude toward eWOM does not necessarily lead to information adoption. This suggests that consumers may hold favorable views of eWOM content without actively adopting it. Information adoption emerges as a critical determinant of online purchase intention, emphasizing the importance of promoting user engagement and trust in eWOM information. These findings contribute to a deeper understanding of online consumer behavior and provide valuable guidance for stakeholders seeking to leverage eWOM effectively in digital marketing.

Exploring Consumers' Negative Electronic Word-of-Mouth of 5 Military Hospitals in Taiwan Through SERVQUAL and Flower of Services: Web Scraping Analysis.

BACKGROUND: In recent years, with the widespread use of the internet, the influence of electronic word-of-mouth (eWOM) has been increasingly recognized, particularly the significance of negative eWOM, which has surpassed positive eWOM in importance. Such reviews play a pivotal role in research related to service industry management, particularly in intangible service sectors such as hospitals, where they have become a reference point for improving service quality. OBJECTIVE: This study comprehensively collected negative eWOM from 5 military hospitals in Taiwan that were at or above the level of regional teaching hospitals. It aimed to investigate service quality issues before and after the pandemic. The findings provide important references for formulating strategies to improve service quality. METHODS: In this study, we used web scraping techniques to gather 1259 valid negative eWOM, covering the period from the inception of the first review to December 31, 2022. These reviews were categorized using content analysis based on the modified Parasuraman, Zeithaml, and Berry service quality (PZB SERVQUAL) scale and Flower of Services. Statistical data analysis was conducted to investigate the performance of service quality. RESULTS: The annual count of negative reviews for each hospital has exhibited a consistent upward trajectory over the years, with a more pronounced increase following the onset of the pandemic. In the analysis, among the 5 dimensions of PZB SERVQUAL framework, the "Assurance" dimension yielded the least favorable results, registering a negative review rate as high as 58.3%. Closely trailing, the "Responsiveness" dimension recorded a negative review rate of 34.2%. When evaluating the service process, the subitem "In Service: Diagnosis/Examination/Medical/Hospitalization" exhibited the least satisfactory performance, with a negative review rate of 46.2%. This was followed by the subitem "In Service: Pre-diagnosis Waiting," which had a negative review rate of 20.2%. To evaluate the average scores of negative reviews before and during the onset of the COVID-19 pandemic, independent sample t tests (2-tailed) were used. The analysis revealed statistically significant differences (P<.001). Furthermore, an ANOVA was conducted to investigate whether the length of the negative reviews impacted their ratings, which also showed significant differences (P=.01). CONCLUSIONS: Before and during the pandemic, there were significant differences in evaluating hospital services, and a higher word count in negative reviews indicated greater dissatisfaction with the service. Therefore, it is recommended that hospitals establish more comprehensive service quality management mechanisms, carefully respond to negative reviews, and categorize significant service deficiencies as critical events to prevent a decrease in overall service quality. Furthermore, during the service process, customers are particularly concerned about the attitude and responsiveness of health care personnel in the treatment process. Therefore, hospitals should enhance training and management in this area.

The impact of patient experience dimensions on hospitals reputation and electronic word-of-mouth.

Our objective was to identify the dimensions of the patient experience that directly influence a hospital's reputation and indirectly impact electronic word-of-mouth communication carried out by patients. We collected data from 484 hospital users and analyzed the data using PLS-SEM. Our results show that paying attention to patient preferences and physical comfort, providing information and education, and treating patients' families and friends well tend to have a significant impact on the hospital's reputation. In turn, a hospital's reputation may influence patients to perform electronic word-of-mouth about their experiences.

Effects of Social Media on Consumer Information Seeking and Purchase Intention of Oral Health Care Products Among Adults.

Purpose Social media has created an environment providing readily available information that impacts how individuals seek information and make product decisions. The purpose of this study was to examine adult consumer use of social media for information seeking and the effect on intention to purchase oral health care products.Methods A cross-sectional study design with a non-probability sample of adult consumers recruited through crowdsourcing with Amazon's Mechanical Turk (MTurk) was used to examine the effect of social media on purchasing of oral health products. Data collection included demographic, social media use, and the Information Acceptance Model (IACM) which measured information acceptance from friends and customer reviews from social media. Descriptive statistics, subgroup analysis of demographic variables, and multivariable linear regression were used to assess the relationship among variables.Results Participants (n=308) were mostly males (56.2%), average age 37 years, held bachelor's degrees (68.8%), from the southern United States, and had been to the dentist within the last two years (72.8%). Instagram (40.6%) was the most frequently used platform and social media was frequently used (36.7%) to obtain information on oral health care products. Findings from the IACM information subscale indicated high scores for information from friends and customer reviews (p<0.01). The information needs (p=0.049) and information adoption from friends (p=0.03) were slightly less for females when compared to males. Friends' recommendations (p=0.02) on social media had the greatest effect on intention to purchase among participants living in the Midwest. Multivariate regression models indicated information usefulness and information adoption had the greatest influence on purchase intention from friends (p<0.001), while information credibility, information usefulness, and information adoption had the greatest influence from customer reviews (p<0.001).Conclusion Results provided some initial insights into the way consumers may use social media for information about oral health products and the influences on them choosing to purchase the products. Oral health care providers can use this information to educate and guide patients to credible information sources in their search for oral health care products.

A game of persuasion: influencing persuasive game appraisals through presentation frames and recommendation sources.

Introduction: As games made with the explicit or implicit purpose of influencing players' attitudes, persuasive games afford a new way for individuals to reflect and elaborate on real-world issues or topics. While research points to effects of these games on their players, little is known about their practical impact. The current study focuses on the decision-making process that takes place between first hearing about a game and deciding to play it. Three elements in a game's presentation to potential players were explored: (1) the way it is framed as an entertaining experience, (2) the way it is framed as intending to persuade its players, and (3) whether it comes recommended by automated systems or through electronic word-of-mouth. These factors were chosen in line with theoretical arguments around framing, eudaimonia, and source credibility. Methods: A two (entertainment frame: hedonic versus eudaimonic) by two (persuasive intent frame: obfuscated versus explicit) by two (source of recommendation: system- versus peer-based) between-subjects experimental design was performed across (N = 310) randomly distributed participants. Measures were adapted from previous research and included selection and play behavior, attitudes, and obtrusiveness of persuasive intent, among others. Results and Discussion: Results show that frames need to be congruent to be effective, with the most effective stimuli being those where persuasive intent was clear and players could expect to engage meaningfully. Peer recommendations led to greater play intention than system-based varieties. While intention to play positively related to actual play behavior, this relationship was likely the result of avid game players displaying more interest in the game regardless of the study's manipulations. Implications are drawn from the advantages of being open about persuasive intent and the composition and drivers of a persuasive game's target audience.

#Putkids1st: Health Professionals Using Social Media for Public Policy Advocacy-From Collective Action to Connective Action.

This study examines public policy advocacy by pediatricians and other health professionals in the hashtag community: #putkids1st. The study explores 4321 tweets that feature the hashtag, generated by 1231 unique users largely drawn from the American Association of Pediatricians and its members. The data are used to explore the structural dynamics of the hashtag community, the role of homophily, and to test a source-message framework to predict and recommendations to help improve engagement and retransmission of professional health advocacy messages.

Effects of service attributes and competition on electronic word of mouth: an elaboration likelihood perspective.

The management of electronic word of mouth (eWOM) is critical in e-commerce. In this study, on the basis of the elaboration likelihood model (ELM), we constructed a model of factors influencing eWOM by dividing merchants' attributes into the central and peripheral routes, which correspond to consumers' systematic and heuristic cognitive modes respectively. We then tested the developed model by using a cross-sectional data set. The results of this study indicate that the degree of competition faced by merchants has a significant negative association with eWOM. Moreover, price level and location moderate the relationship between competition and eWOM. The services of reservation and group buying have positive associations with eWOM. This research has three main contributions. First, we explored the effect of competition on eWOM. Second, we validated the feasibility of applying the ELM to the catering industry by dividing merchant attributes into the central and peripheral routes; this approach is consistent with systematic and heuristic cognitive theories. Finally, this research provides practical suggestions for eWOM management in the catering industry.

Dataset of food delivery app users at a public university: Insights into digital transformation.

The food delivery apps (FDAs) have facilitated the connection between food service providers and consumers, enabling online ordering through smartphones and offline delivery in Vietnam. The Covid-19 pandemic has significantly impacted the food and beverage industry, accelerating the process of digital transformation and promoting sustainability through online-to-offline service. The usage of FDAs amongst consumers has exhibited a discernible escalation, primarily attributable to its ability to expedite the delivery of food in a hassle-free and convenient manner. Given the ongoing pandemic and the swift increase in demand for online food ordering services, particularly among the younger demographic, it has become imperative to comprehend the drivers that impel consumers to adopt these applications. This article aims to present a dataset pertaining to the decision-making factors that university students in Danang, Vietnam, take into account when they use FDAs and express positive feedback about them on the internet. The survey was conducted between September 2022 and January 2023 and gathered 346 usable responses. The results provide novel perspectives on the adoption of FDAs by university students, which is an emerging technology in the food and beverage sector. This dataset could be useful to various stakeholders, such as service providers, small and medium enterprises (SMEs), and vendors operating on these platforms, as it can help them acquire valuable insights into their customers' preferences and behavior. In addition, the dataset can serve as a basis for conducting comparative research in different universities or countries.

Antecedents and Consequences of Banking Customers' Behavior towards Social Media: Evidence from an Emerging Economy.

Due to the aggressive competitive climate in practically every sector, modern firms in the digital age confront a variety of hurdles for survival and growth. Technology, mainly digital technology, has altered global business practices. To stay ahead of their competitors, marketers need to develop new strategies that make use of digital technology. Using more conventional forms of competition will not result in spectacular outcomes. In this respect, the rise of social media is a game-changer in marketing since it provides marketers with a strategic touchpoint to engage customers with a brand. Still, it is also important to note the customer's attitude towards social media. Previous studies have, for the most part, ignored the connection between programs involving corporate social responsibility (CSR) and positive experiences for customers. As a result, the current study intends to evaluate the relationship between customer-related CSR activities on social media, customer attitude towards social media, and consumer behavioral outcomes, such as purchase intentions (PI) and electronic word of mouth (E-WOM). Information was collected from banking customers in a developing economy and evaluated with Smart PLS 4.0. According to the findings, customer-related corporate social responsibility activities carried out on social media have an effect on attitudes toward social media, customer behavioral outcomes, such as electronic word of mouth (E-WOM), and buying intentions. The findings also show that a consumer's feelings toward a brand can bridge the gap between customer-related CSR, E-WOM, and purchase intentions. The current study's outcomes can help policymakers comprehend the value of CSR practices from the standpoint of marketing, which is something that most CSR researchers overlook.

Boosting eWOM through Social Media Brand Page Engagement: The Mediating Role of Self-Brand Connection.

The present study's objective is to investigate the influence of active and passive social media brand page engagement on eWOM, via self-brand connection. To accomplish this objective, an online survey was conducted among a sample of Facebook users from Romania, Facebook being the most popular social network worldwide, and Romania being an adequate representation of a European developing country. To assess the proposed research model, we used partial least squares structural equation modeling (PLS-SEM). Our results show that social media brand page engagement, either passive or active, has a positive impact eWOM, both directly and indirectly, via self-brand connection. Additionally, our research reveals that the two types of social media brand page engagement generate eWOM distinctly: although passive engagement has a considerably stronger direct influence on self-brand connection, active engagement is equally influential for both self-brand connection and eWOM. However, due to the mediating role of self-brand connection, the total effect on eWOM is relatively equal for both passive and active engagement. The research provides practical implications for social media marketers, emphasizing the importance of increasing consumers' engagement with social media brand pages for generating eWOM and, consequently, to attract new customers and to reinforce brand loyalty for existing ones.

Language interpretation in travel guidance platform: Text mining and sentiment analysis of TripAdvisor reviews.

The opinions and feelings expressed by tourists in their reviews intuitively represent tourists' evaluation of travel destinations with distinct tones and strong emotions. Both consumers and product/service providers need help understanding and navigating the resulting information spaces, which are vast and dynamic. Traditional sentiment analysis is mostly based on statistics, which can analyze the sentiment of a large number of texts. However, it is difficult to classify the overall sentiment of a text, and the context-independent nature limits their representative power in a rich context, hurting performance in Natural Language Processing (NLP) tasks. This work proposes an aspect-based sentiment analysis model by extracting aspect-category and corresponding sentiment polarity from tourists' reviews, based on the Bidirectional Encoder Representation from Transformers (BERT) model. First, we design a text enhancement strategy which utilizes iterative translation across multiple languages, to generate a dataset of 4,000 reviews by extending a dataset of 2,000 online reviews on 1,000 tourist attractions. Then, the enhanced dataset is reorganized into 10 classifications by the Term Frequency-Inverse Document Frequency (TF-IDF) method. Finally, the aspect-based sentiment analysis is performed on the enhanced dataset, and the obtained sentiment polarity classification and prediction of the tourism review data make the expectations and appeals in tourists' language available. The experimental study generates generic and personalized recommendations for users based on the emotions in the language and helps merchants achieve more effective service and product upgrades.

What is the impact of eWOM in social network sites on travel decision-making during the COVID-19 outbreak? A two-stage methodology.

Social media users share a variety of information and experiences and create Electronic Word of Mouth (eWOM) in the form of positive or negative opinions to communicate with others. In the context of the COVID-19 outbreak, eWOM has been an effective tool for knowledge sharing and decision making. This research aims to reveal what factors of eWOM can influence travelers' trust in their decision-making to travel during the COVID-19 outbreak. In addition, we aim to find the relationships between trust in eWOM and perceived risk, and perceived risk and the decision to travel. These relationships are investigated based on online customers' reviews in TripAdvisor's COVID-19 forums. We use a two-stage data analysis which includes cluster analysis and structural equation modeling. In the first stage, a questionnaire survey was designed and the data was collected from 1546 respondents by referring to the COVID-19 forums on TripAdvisor. Specifically, we use k-means to segment the users' data into different groups. In the second stage, Structural Equation Modeling (SEM) was performed to inspect the relations between the variables in the hypothesized research model using a subsample of 679 respondents. The results of the first stage of the analysis showed that three segments could be discovered from the collected data for trust based on eWOM source and eWOM message attributes. These segments clearly showed that there are significant relationships between trust and perceived risk, and between perceived risk and the decision to travel. The results in all segments showed that users with a low level of trust have a high level of perceived risk and a low level of intention to travel during the COVID-19 outbreak. In addition, it was found that users with a high level of e-trust have a low level of perceived risk and a high level of intention to travel. These results were confirmed in all segments and these relationships were confirmed by SEM. The results of SEM revealed that visual and external information moderated the relationship between eWOM length and trust, and experience moderated the relationship between trust and perceived risk. For the moderating role of gender, it was found that the perceived risk has a higher impact on the decision to travel in the female sample.

The mediating role of gender in social media shopping acceptance: from the WOM perspective.

Today, online consumers' shopping experiences are wholly transformed because of technology to maximize consumer shopping experiences. However, even after increased online shopping after the Covid-19 outbreak, no study has examined the role of demographics in online shopping acceptance. Thus, we filled this gap by employing a cross-sectional design in the UAE and conducting Structural Equation Modelling (SEM). For data gathering purposes, we used structured questionnaires and randomly selected a sample of n = 320 respondents from Al Ain city. Findings revealed strong relationships between Online Shopping, Social Media Usage, and Electronic Word of Mouth (p > 0.000, p > 0.000). Despite the relationships between Social Media Usage, Electronic Word of Mouth, and online shopping acceptance remaining insignificant (p < .384, p < .425), the relationship between Social Media Usage, Online Shopping Acceptance (p > .004) remained significant. Finally, we conducted the mediating analyses and found a substantial mediation of gender between Social Media Usage, Online Shopping Acceptance (p > .000), and Electronic Word of Mouth and Online Shopping Acceptance (p >. 001). Hence, we conclude that people from Al-Ain city primarily rely on online shopping. For this purpose, they consider different factors, including their demographics, i.e., gender, as highly influential on their online shopping acceptance. However, the major limitations of the current study involve selecting gender as the only mediating variable, rejection o two prominent hypotheses, and geographical generalizability of results. Finally, we recommend that future researchers examine the impact of other demographical variables, i.e., age, income, qualification, residence, and others, to examine their impacts on consumer online shopping acceptance.

Underlying Mechanisms of Brand Feedback's Mixed Effects in E-Commerce: Roles of Perceived Controllability, Stability, and Brand Trust.

The study (N = 879) investigated underlying mechanisms of the effects of brand feedback (a business' written response) to negative electronic word of mouth (eWOM) messages (e.g., online product reviews) using the theoretical framework of the attribution theory. Findings suggest that brand feedback can positively (via an indirect route) as well as negatively (via a direct route) affect prospective consumers' purchase intentions. Brand feedback positively affects purchase intentions in part through a reduction in consumers' perceptions of the brand's volitional control over the problem (controllability) and long-lasting nature (stability) of the cause of the problem described in a negative eWOM. Brand trust also partially mediates these indirect positive effects.

Determining the critical factors of eWOM about corporate social responsibility on social networking sites: End users' perspective.

It is now possible to propagate CSR information through social media platforms. Electronic word of mouth (eWOM) directly impacts image and upcoming portfolios of the organization. Customers, employees, and other stakeholders generate revenue for the company. Our goal was to understand why people were sharing and commenting in response to terrible reports about corporate social responsibility (CSR) on WeChat. A company's desire to comment on and share CSR news and its perception of its own social and environmental responsibility were all presumed explanatory variables in our investigation. 315 WeChat users were asked to grade a fictitious news report of the environment. The results were shocking. According to our findings, an individual's attitude toward actions and the effectiveness of information directly correlates to their social and environmental awareness level. EWOM may be discouraged by a company's brand name, which has the potential to harm its reputation with its customers.

Prestige and Dominance: How eWOM Differs Between Consumers High in Authentic and Hubristic Pride.

Electronic word-of-mouth (eWOM) influences consumers' purchase decisions, but few studies have investigated the antecedents that lead consumers to create different types of eWOM. From the perspective of social interactions, this research explored how two subtypes of pride not only compel consumers to create eWOM but also differently impact four types of eWOM and their mechanisms. Study 1 manipulated the pride state and found that authentic pride promoted positive eWOM and constructive eWOM, while hubristic pride promoted negative eWOM and destructive eWOM. Study 2 examined the effect of pride on eWOM at the trait level and tested the mediating effect of their use of social status pursuit strategy. Overall, this study increases the understanding of different types of eWOM and broadens the literature of the effect of pride and social status pursuit strategy in the context of consumption.

The Effect of Brand Personality on Electronic Word-of-Mouth: Mediation of Brand Love and Moderated Mediation of Brand Experience Sharing.

The knowledge payment industry will rapidly attract many enterprises that provide knowledge services. This study investigates the interrelationship between brand personality, brand love, and electronic word-of-mouth in the context of knowledge payment. Moreover, this study explored the brand experience sharing boundary condition by adopting a survey. Firstly, the main research results show that brand personality has a significant positive impact on brand love. Secondly, brand love also has a significant positive influence on electronic word-of-mouth. Thirdly, brand experience sharing plays a positive role in regulating brand love and electronic word-of-mouth. This research promotes e-marketing by focusing on brand personality, brand love, e-word of mouth, and other perspectives to improve business operations, user experience, and engagement, providing dedicated products or services to the customer base for profit. As an emerging market, knowledge payment will attract the participation of many knowledge service enterprises.

Do Critical Reviews Affect Box Office Revenues Through Community Engagement and User Reviews?

With advances in technology and the popularity of the Internet, consumers increasingly rely on various sources of electronic word-of-mouth (eWOM), such as online user reviews and critical reviews, in their decision-making processes. Despite general consensus on the importance of eWOM and the ability of critical reviews to influence product sales, very little is known about the mediation between critical reviews and user reviews. Therefore, we used path analysis to examine how critical reviews and user reviews simultaneously affect box office revenues using eWOM data collected from Metacritic.com and IMDb.com, and box office revenue information collected from BoxOfficeMojo.com. The results showed that critical reviews valence not only directly affects box office revenues but also increases active postings in the community and user reviews volume, thus indirectly leading to greater box office revenues. The study provides strategic guidance and practical implications for eWOM communication management.

Modeling the influencing factors of electronic word-of-mouth about CSR on social networking sites.

Corporate social responsibility (CSR) information can now be disseminated via social networking sites. An organization's image and upcoming portfolios are directly affected by electronic word of mouth (eWOM). It generates from its customers, employees, and other stakeholders. We developed a critical model to enlighten the behavior to share and comment on a negative news story about CSR displayed on Wechat and QQ to figure out what was causing this behavior. Structural equation modeling (SEM) and the partial least squares regression (PLS) approach were used to conduct a self-administered survey of hotel customers in China. Social and environmental awareness, information usefulness, corporate image, and a company's motivation to comment and share on CSR news were all considered explanatory variables in our study. We asked 300 Wechat and QQ users to rate a fake environmental news story. We found that social and environmental awareness affects the effectiveness of information and the attitude toward behavior, which may describe the eWOM intent of the particular news. On the other hand, corporate reputation could discourage people from disseminating eWOM and sharing the news with their social linkage contacts. The findings of the study suggest having a better understanding of how specific CSR activities can increase customers' commitment, which leads to positive eWOM, will benefit the hotel industry.