The impact of Electronic word of mouth (EWOM)

Social media significantly contribute to consumer attitude toward the brand. Either positive electronic word of mouth (EWOM) or negative one raise concern for the brand to improve brand reputation. The researcher at Kasem Bundit University conducted a study on the factors that could impact on the change of consumer attitude toward brand. The study, EWOM firestorm: young consumers and online community, examine the influence of homophily in an online community and the effect of electronic word of mouth (eWOM) consensus on young consumers’ attitudes.

This study employed an experimental research design using a two (low/high homophily) × two (low/high eWOM consensus) mixed factorial design. This study explores young consumers’ changes in brand attitude after encountering negative eWOM.

The results indicate that a high consensus of negative eWOM among online community members leads to significant changes in attitude, while a low consensus of negative eWOM does not produce such an effect. Negative eWOM from either high or low homophilous sources produces significant changes in attitude. There are significant attitude changes when a strong consensus of negative eWOM is received from a source with a high level of homophily.

Service failures in offline service settings lead to the dissemination of negative eWOM on social media. To handle and prevent social media crises, researchers should understand online crises antecedents relating to information characteristics i.e. eWOM consensus and characteristics of online community members to evaluate the crises impact. Brands should monitor tone and dialogue of online community member on social media to remedy and diminish any damage done to their brand image from negative eWOM.

Citation

Suwandee, S., Surachartkumtonkun, J. and Lertwannawit, A. (2020), “EWOM firestorm: young consumers and online community”, Young Consumers, Vol. 21 No. 1, pp. 1-15. https://doi.org/10.1108/YC-03-2019-0982