Exploring the factors motivating e-service users' WOM behaviour

Yong Liu, Reima Suomi, Hongxiu Li

Research output: Contribution to journalArticleScientificpeer-review

8 Citations (Scopus)

Abstract

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.
Original languageEnglish
JournalInternational Journal of Services, Technology and Management
DOIs
Publication statusPublished - 2013
MoE publication typeA1 Journal article-refereed

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