The eWOM Matrix

A Model for Categorising e-Word-of-Mouth on Web-based Consumer Opinion Platforms

Publikation: KonferencebidragPaperForskningpeer review

Resumé

Consumers often share opinions and personal consumption experiences on web-based consumer opinion platforms. These e-Word-of-Mouth (eWOM) reviews are powerful as they can prompt other consumers to consider a company and its offerings, but they can also cause the opposite effect. This article contributes to the literature by examining how a company can gain insights about the images held by its customers by analysing eWOM reviews on web-based consumer opinion platforms. Companies can thus directly measure and track which touch-points their customers are referring to in their eWOM reviews. We discuss how to categorise and quantify these eWOM reviews based on research within WOM, customer satisfaction and the disconfirmation of expectation paradigm combined with research within customer experience management and its focus on customer touch points. We then propose a conceptual framework – the eWOM Matrix - where the customers’ touch points are the strategic connection between analysis and implementation of eWOM issues. The eWOM Matrix serves as a management tool, visually assisting companies to explore about which touch-points their customers’ primarily construct negative or positive eWOM. This nuanced understanding can help companies to make changes according to the obtained insights and use it to make future strategic initiatives and marketing communication plans.
OriginalsprogEngelsk
Publikationsdato2014
Antal sider7
StatusUdgivet - 2014
BegivenhedThe 2nd International Conference on Contemporary Marketing Issues - The Titania Hotel, Athens, Athen, Grækenland
Varighed: 18 jun. 201420 jun. 2014
Konferencens nummer: 2
http://www.mkt.teithe.gr/iccmi2014/ConferenceChairs.html

Konference

KonferenceThe 2nd International Conference on Contemporary Marketing Issues
Nummer2
LokationThe Titania Hotel, Athens
LandGrækenland
ByAthen
Periode18/06/201420/06/2014
Internetadresse

Bibliografisk note

CBS Bibliotek har ikke adgang til materialet

Citer dette

Martensen, A., Jensen, J. S., & Gyrd-Jones, R. (2014). The eWOM Matrix: A Model for Categorising e-Word-of-Mouth on Web-based Consumer Opinion Platforms. Afhandling præsenteret på The 2nd International Conference on Contemporary Marketing Issues, Athen, Grækenland.
Martensen, Anne ; Jensen, J.S ; Gyrd-Jones, Richard. / The eWOM Matrix : A Model for Categorising e-Word-of-Mouth on Web-based Consumer Opinion Platforms. Afhandling præsenteret på The 2nd International Conference on Contemporary Marketing Issues, Athen, Grækenland.7 s.
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abstract = "Consumers often share opinions and personal consumption experiences on web-based consumer opinion platforms. These e-Word-of-Mouth (eWOM) reviews are powerful as they can prompt other consumers to consider a company and its offerings, but they can also cause the opposite effect. This article contributes to the literature by examining how a company can gain insights about the images held by its customers by analysing eWOM reviews on web-based consumer opinion platforms. Companies can thus directly measure and track which touch-points their customers are referring to in their eWOM reviews. We discuss how to categorise and quantify these eWOM reviews based on research within WOM, customer satisfaction and the disconfirmation of expectation paradigm combined with research within customer experience management and its focus on customer touch points. We then propose a conceptual framework – the eWOM Matrix - where the customers’ touch points are the strategic connection between analysis and implementation of eWOM issues. The eWOM Matrix serves as a management tool, visually assisting companies to explore about which touch-points their customers’ primarily construct negative or positive eWOM. This nuanced understanding can help companies to make changes according to the obtained insights and use it to make future strategic initiatives and marketing communication plans.",
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Martensen, A, Jensen, JS & Gyrd-Jones, R 2014, 'The eWOM Matrix: A Model for Categorising e-Word-of-Mouth on Web-based Consumer Opinion Platforms' Paper fremlagt ved The 2nd International Conference on Contemporary Marketing Issues, Athen, Grækenland, 18/06/2014 - 20/06/2014, .

The eWOM Matrix : A Model for Categorising e-Word-of-Mouth on Web-based Consumer Opinion Platforms. / Martensen, Anne; Jensen, J.S; Gyrd-Jones, Richard.

2014. Afhandling præsenteret på The 2nd International Conference on Contemporary Marketing Issues, Athen, Grækenland.

Publikation: KonferencebidragPaperForskningpeer review

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T2 - A Model for Categorising e-Word-of-Mouth on Web-based Consumer Opinion Platforms

AU - Martensen, Anne

AU - Jensen, J.S

AU - Gyrd-Jones, Richard

N1 - CBS Library does not have access to the material

PY - 2014

Y1 - 2014

N2 - Consumers often share opinions and personal consumption experiences on web-based consumer opinion platforms. These e-Word-of-Mouth (eWOM) reviews are powerful as they can prompt other consumers to consider a company and its offerings, but they can also cause the opposite effect. This article contributes to the literature by examining how a company can gain insights about the images held by its customers by analysing eWOM reviews on web-based consumer opinion platforms. Companies can thus directly measure and track which touch-points their customers are referring to in their eWOM reviews. We discuss how to categorise and quantify these eWOM reviews based on research within WOM, customer satisfaction and the disconfirmation of expectation paradigm combined with research within customer experience management and its focus on customer touch points. We then propose a conceptual framework – the eWOM Matrix - where the customers’ touch points are the strategic connection between analysis and implementation of eWOM issues. The eWOM Matrix serves as a management tool, visually assisting companies to explore about which touch-points their customers’ primarily construct negative or positive eWOM. This nuanced understanding can help companies to make changes according to the obtained insights and use it to make future strategic initiatives and marketing communication plans.

AB - Consumers often share opinions and personal consumption experiences on web-based consumer opinion platforms. These e-Word-of-Mouth (eWOM) reviews are powerful as they can prompt other consumers to consider a company and its offerings, but they can also cause the opposite effect. This article contributes to the literature by examining how a company can gain insights about the images held by its customers by analysing eWOM reviews on web-based consumer opinion platforms. Companies can thus directly measure and track which touch-points their customers are referring to in their eWOM reviews. We discuss how to categorise and quantify these eWOM reviews based on research within WOM, customer satisfaction and the disconfirmation of expectation paradigm combined with research within customer experience management and its focus on customer touch points. We then propose a conceptual framework – the eWOM Matrix - where the customers’ touch points are the strategic connection between analysis and implementation of eWOM issues. The eWOM Matrix serves as a management tool, visually assisting companies to explore about which touch-points their customers’ primarily construct negative or positive eWOM. This nuanced understanding can help companies to make changes according to the obtained insights and use it to make future strategic initiatives and marketing communication plans.

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Martensen A, Jensen JS, Gyrd-Jones R. The eWOM Matrix: A Model for Categorising e-Word-of-Mouth on Web-based Consumer Opinion Platforms. 2014. Afhandling præsenteret på The 2nd International Conference on Contemporary Marketing Issues, Athen, Grækenland.