Sender outcomes of online word-of-mouth transmission

Abstract

Purpose

Despite the importance of online word-of-mouth (WOM) communication to senders, receivers and concerned companies alike, a surprisingly limited amount of research exists on the impacts of online WOM participation on the senders themselves. Motivated by an attempt to fill this significant gap in the literature, this paper aims to investigate the sender outcomes of online WOM participation.

Design/methodology/approach

The authors draw on insights from focus group studies and psychological theories of emotions, catharsis and regret and the signaling theory to develop a conceptual model linking the drivers and content characteristics of online WOM participation and sender outcomes.

Findings

The findings show that sender outcomes from online WOM transmission differ by the types of drivers stimulating the online sharing activity and the level of exaggeration in the senders’ self-generated contents. Specifically, online WOM triggered by emotions leads to catharsis and emotional homeostasis among the senders, while that stimulated by motivational drivers such as altruism, reciprocity, self-enhancement and belongingness leads to sender happiness. Exaggeration in self-generated WOM contents by the senders, in turn, leads to delayed outcomes of sender regret and reduced sender trust in general online WOM contents.

Research limitations/implications

The most important contribution to online WOM research lies in the study of the outcomes of WOM transmission from a sender’s point of view. By drawing on our exploratory findings and psychological theories of emotions, catharsis and regret and the signaling theory, the authors develop a conceptual model linking the drivers and the exaggeration nature of online WOM participation and sender outcomes.

Practical implications

Managers should realize that the most fundamental way of ensuring positive consumption experiences is to listen to customer voices, including even the most negative of feedback shared privately or publicly, and use that information to improve essential customer experience aspects. The finding on the effects of online WOM exaggerations on sender regret suggests that companies and consumers alike should work on ensuring producing more accurate and complete online customer reviews. The finding on the negative effect of online WOM exaggerations on sender trust raises an important question on the meaning of high quality reviews from the company’s perspective. To pursue high quality reviews, merchants should not only aim at receiving the highest possible numeric ratings but also encourage most truthful accounts of purchase and usage experiences. In turn, online platforms such as Amazon should also factor the quality of online ratings more effectively into their product recommendation algorithms.

Social implications

In further consideration of consumer welfare implications, online WOM transmissions should be more recognized as a tool for allowing consumers to cleanse their emotions associated with marketing stimuli.

Originality/value

Overall, the qualitative study and proposed conceptual model contribute to a more thorough and deeper understanding of individual-level sender outcomes of online WOM participation.

Citation

Chen, C. and Gao, T.(T). (2019), "Sender outcomes of online word-of-mouth transmission", Journal of Consumer Marketing, Vol. 36 No. 1, pp. 197-205. https://doi.org/10.1108/JCM-11-2017-2452