Word-of-Mouth Processes within a Services Purchase Decision Context

By H. Bansal, Peter Voyer. 2000

1,455 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/6b0a47ad0ca1e6d6b0361eddeaf1219d8da450ce

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Citations in the corpus

The Effects of Consumer Knowledge on Message Processing of Electronic Word of Mouth via Online Consumer Reviews (2008, background): “In addition, we found that the study of Bansal and Voyer [24] discussed this inconsistent relationship between the level of expertise and WOM.”
Identification of influencers - Measuring influence in customer networks (2008, background): “Repeatedly, research has shown the importance of consumer Word-of-Mouth (WOM) communication in the formation of attitudes [15], in a purchasing decisionmaking context [7], and in the reduction of risk associated with consumer buying decisions [49, 31].”
"Highly Recommended!" The Content Characteristics and Perceived Usefulness of Online Consumer Reviews (2011, background): “When making purchase decisions, consumers are inclined to seek and follow the advice of expert sources (e.g., Bansal & Voyer, 2000; Gilly, Graham, Wolfinbarger, & Yale, 1998) as they are believed to provide information that is based, more than non-expert ones, on accurate representations of reality…”
Asymmetric effects of online consumer reviews (2015, background): “That is, the recipients have inherent beliefs in the value of information provided by other consumers as consequences of either perceived similarities (Tussyadiah, Park & Fesenmaier, 2008) or perceived knowledge about products (Bansal & Voyer, 2000).”
The impact of word-of-mouth communication on attribute evaluation (2011, background): “As the ambiguity of attribute evaluation and the risk from a lack of information and knowledge increase, WOM becomes a more important source of information to the consumers (Bansal and Voyer, 2000; Hsieh et al., 2005).”
The role of digital influencers in brand recommendation: Examining their impact on engagement, expected value and purchase intention (2019, positive): “Specifically, we developed a scale for measuring the perceived influence of digital influencers on followers based on Bansal and Voyer (2000) and Wang, Hsu, Huang and Chen (2015).”
Evaluating Facebook brand content popularity for service versus goods offerings (2017, background): “…with services, shaping expectations of services, and instigating consumer interpersonal communications that help their brand, as consumers have increasingly relied on word of mouth (WOM) when making purchase decisions (Bansal & Voyer, 2000; Grönroos & Gummerus, 2014; Grönroos & Voima, 2013).”
Tourists’ willingness to pay for an accommodation: the effect of eWOM and internal reference price (2017, background): “Reviews and ratings have become especially relevant in service contexts (Bansal & Voyer, 2000), due to their intrinsic intangibility and valuation challenges.”
eWOM as Source of Influence: The Impact of Participation in eWOM and Perceived Source Trustworthiness on Decision Making (2014, background): “As persuasiveness usually leads to behavioral changes (Falk et al. 2010), behavioral influences are expected to be higher when source trustworthiness is perceived as high than when it is perceived as low (Bansal and Voyer 2000).”
Language Abstraction in Word of Mouth (2010, background): “Word of mouth from strong ties has been shown to be perceived as more credible (Van Hove & Lievens, 2007), and to have a greater influence on receiver behavior (Bansal & Voyer, 2000; De Bruyn & Lilien, 2008).”
An exploration of consumer resistance to innovation and its antecedents (2009, background): “Moreover, positive signals offered by the innovation literature such as word-of-mouth (e.g., Bansal & Voyer, 2000), while highly effective, are difficult to induce by the company, especially when the general level of rejection towards the innovation is high (Midgley & Dowling, 1993).”
Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites (2011, background): “Hence, the following hypothesis is outlined to gauge the relationship between trust in network members and eWOM: H3: SNS users’ perceived trust in their contacts is positively related to their engagement in eWOM behaviours in SNSs.”