Exploring the factors motivating e-service users' WOM behaviour

被引：8
|
作者：
Li, Hongxiu [1 ]
Liu, Yong [2 ]
Suomi, Reima [1 ]
机构：
[1] Univ Turku, Turku Sch Econ, Dept Management, Informat Syst Sci, FI-20014 Turku, Finland
[2] Univ Oulu, Dept Comp Sci & Engn, FI-90014 Oulu, Finland
来源：
INTERNATIONAL JOURNAL OF SERVICES TECHNOLOGY AND MANAGEMENT | 2013年 / 19卷 / 4-6期
关键词：
word of mouth; WOM; electronic service; e-service; service quality; satisfaction; perceived usefulness;
D O I：
10.1504/IJSTM.2013.055633
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
Post adoption behaviours have been a hot topic in IS research. However, little research has been conducted to explore important post adoption behaviour - word of mouth. This paper investigated the factors influencing individual e-service users' word of mouth behaviour based on an empirical study in the context of online travel services. This study found that satisfaction, perceived usefulness and service quality affect e-service users' word of mouth positively. The study results imply that individuals would like to spread word of mouth more based on e-service attributes and service performance than on their own affect.
引用
收藏
页码：187 / 200
页数：14
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