Let us talk about something: the evolution of e-WOM from the past to the future
Article
Akbari, M., Foroudi, P., Fashami, R., Mahavarpour, N. and Khodayari, M. 2022. Let us talk about something: the evolution of e-WOM from the past to the future. Journal of Business Research. 149, pp. 663-689. https://doi.org/10.1016/j.jbusres.2022.05.061
Type | Article |
---|---|
Title | Let us talk about something: the evolution of e-WOM from the past to the future |
Authors | Akbari, M., Foroudi, P., Fashami, R., Mahavarpour, N. and Khodayari, M. |
Abstract | Because e-WOM is one of the useful digital marketing elements for any organization, a better understanding of its process will help individuals take more advantage of this concept. e-WOM enables individuals to form relationships with firms, brands, and other customers, which leads to benefits for both consumers and companies. It plays a significant role in a firm’s performance. The present study implements a different approach to reviewing by combining two bibliometric methods, multidimensional scaling analysis (MDS) and hierarchical cluster analysis (HCA), via Bibexcel software to have a deeper investigation of the process. Considering the 468 journal papers on e-WOM allowed us to study the intellectual streams and significant perceptions underpinning e-WOM. By dividing the study timeframe into three periods, we realized that there have always been three main concepts in this field: consumer behavior, sales, and the tourism and hotel industry. Further, by proposing a framework, we have expanded these concepts accompanied by the role of artificial intelligence and robots in the process of e-WOM. Consequently, new concepts “r-WOM”, “automated user engagement”, and “smart selling” are introduced and demonstrated as a consequence of using technology-based tools in the process of e-WOM. Finally, the future scope of this field has been designed. We contribute to the literature by offering theoretical and managerial implications. |
Publisher | Elsevier |
Journal | Journal of Business Research |
ISSN | 0148-2963 |
Publication dates | |
Online | 02 Jun 2022 |
31 Oct 2022 | |
Publication process dates | |
Deposited | 19 May 2022 |
Submitted | 12 Feb 2022 |
Accepted | 23 May 2022 |
Output status | Published |
Accepted author manuscript | License |
Copyright Statement | © 2022. This manuscript version is made available under the CC-BY-NC-ND 4.0 license https://creativecommons.org/licenses/by-nc-nd/4.0/ |
Digital Object Identifier (DOI) | https://doi.org/10.1016/j.jbusres.2022.05.061 |
Language | English |
https://repository.mdx.ac.uk/item/89w76
Download files
31
total views557
total downloads0
views this month5
downloads this month