ISEM 3120 Seminar in ISEM Chuk Cheuk Ka 12204560 Lau Ming Sze 12202401 Ng Ka Fan 12202967 Tsoi Chak Fei 14204991 Wan Chun Kit 12203033 Wong Tsun Lam 12210498 Gruen T.W., Osmonbekov, T., Czaplewski A. J.(2006), eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty, Journal of Business Research 59 , 449-456
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Chuk Cheuk Ka12204560 Lau Ming Sze12202401 Ng Ka Fan12202967 Tsoi Chak Fei14204991 Wan Chun Kit12203033 Wong Tsun Lam12210498 Gruen T.W., Osmonbekov, T.,
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ISEM 3120Seminar in ISEM
Chuk Cheuk Ka 12204560
Lau Ming Sze 12202401
Ng Ka Fan 12202967
Tsoi Chak Fei 14204991
Wan Chun Kit 12203033
Wong Tsun Lam 12210498
Gruen T.W., Osmonbekov, T., Czaplewski A. J.(2006), eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty, Journal of Business Research 59, 449-456
1. Introduction
2. Research Method
3. Findings
4. Conclusion
Content
1.1 Background
1.2 Definitions & Concept
1.3 Objective
1.4 Rationale
1. Introduction
eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty
1.1 Background
Definition eWOM-> Electronic word-of-mouth -Any positive or negative statement made by potential, actual,
or former customers about a product or company, which is made available to a multitude of people and institutions via the Internet.(Hennig-Thurau, T., Qwinner, K.P., Walsh, G., Gremler, 2004)
Customer to Customer(C2C) -A business model that facilitates an environment where
customers can trade with each other. -C2C transactions generally involve products sold through a
classified or auction system. Products sold are often used or second hand.
1.2 Definitions & Concept
1.3 Objective
1.4 Rationale
•WOM is more effective in influencing consumer purchase than advertising or personal selling
•Positive and negative effects of WOM
Previous Researches only show…
2.1 Model
2.2 Questionnaire
2.3 Sampling Techniques & Statistical
Method
2. Research Model
2.Research Model
●Customer-to-customer know-how exchange
●Outcomes of C2C know-how exchange
●C2C know-how exchange and loyalty intentions
●Overall value of the firm’s offering and loyalty intentions
●MOA- theory
Explanation of Customer-to-customer know-how exchange(C2C know-how exhange)
Electronic word-of-mouth- know-how exchange
Know-how is definedas the accumulated practical skill or
expertise that allows one todo something smoothly or efficiently
(von Hippel, 1988).Know-how is a type of knowledge that is
tacit, complex, anddifficult to codify
C2C know-how exchange is viewed as the interactions among individuals thatserve as an information source that
enhances competency andknowledge. Individuals may be involved
in such exchange toacquire ‘‘the skills necessary to better
understand, use, operate,modify and/or repair a product’
Customer gain direct utilitarian value
Customer-to-customer know-how exchange
C2C know-how exchange can provide an additional source
of perceived benefits eWOM- provides users a means to gain additional benefitsfrom the product that may not have been
realized without theC2C exchange.
H1. C2C know-how exchange positively impacts the customer’s
perceived overall value of the firm’s offering
Outcomes of C2C know-how exchange
An individual’s intention for repeat purchase is the plan of
the customer to repurchase or upgrade a product.
The rationale for the proposed direct effect of know-how
exchange on loyalty intentions is supported by the norm of
reciprocity.
C2C know-how exchange and loyalty intentions
Customers engaged in C2C knowhow exchange may develop affective bonds with othercustomers, which in turn may influence their
loyaltyintentions .
H2. C2C know-how exchange positively impacts the customer’s
loyalty intentions.
an individual’s perception of the overall value received from
the firm’s offering will have a major bearing on the
individual’s loyalty intentions
H3. The higher the level of the overall value the customer
receives from the firm’s offering, the greater the level of loyalty
intentions.
Overall value of the firm’s offering and loyalty intentions
Three factors: Motivation, opportunity and ability
Motivation: incorporates readiness, willingness, interest, and desire to engage in information processing
Opportunity: the extent to which a situation is conducive to achieving a desired outcome or the lack of impediments for achieving a desired outcome
MOA- theory
Ability: is the extent to which consumers have thenecessary resources to make an outcome happen
H4a. The higher the level of the member’s motivation, thehigher the level of C2C know-how exchange.H4b. The higher the level of the member’s
opportunity, thehigher the level of C2C know-how exchange.H4c. The higher the level of the member’s ability,
the higherthe level of C2C know-how exchange.
1. Motivation
2. Ability
3. C2C know-how exchange
4. Value of the firm’s offering
Questionnaire
The topics of discussion in the forum are generally relevant to me. 0.658
I am always interested in the issues being discussed on the forum. 0.743
Being on the forum energizes me. 0.777
Motivation
I generally find it easy to exchange ideas with other Internet forum participants. 0.770
I can communicate clearly on Internet user forums. .0775
I am generally good at navigating within the forum. 0.753
I consider myself very skilled in using the forum. 0.701
Ability
Overall, the Forum is an important source of information for me. 0.833
I find the interaction among forum users enhances my knowledge. 0.847
I can depend on the forum to provide answers to my questions. 0.783
In general, the ideas suggested on the forum are reliable. 0.679
C2C know-how exchange
3.1. Theoretical and managerial implications
3.2. C2C know-how exchange, overall value,
and loyalty
Intentions
3.3. MOA and C2C know-how exchange
3.1. Theoretical and managerial implications
Goal of the two major contributions:1. To explore the impact that C2C know-how exchange
has on customer perceived value and loyalty intentions
2. To find a theoretical and practical explanation that would assist researchers and managers as they seek to understand and manage the exchange of know-how among customers