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dc.contributor.authorIzogo, Ernest Emeka
dc.contributor.authorMpinganjira, Mercy
dc.contributor.authorKarjaluoto, Heikki
dc.contributor.authorLiu, Hongfei
dc.date.accessioned2021-10-13T08:18:49Z
dc.date.available2021-10-13T08:18:49Z
dc.date.issued2021
dc.identifier.citationIzogo, E. E., Mpinganjira, M., Karjaluoto, H., & Liu, H. (2021). Examining the Impact of eWOM-Triggered Customer-to-Customer Interactions on Travelers’ Repurchase and Social Media Engagement. <i>Journal of Travel Research</i>, <i>Early online</i>, 004728752110504. <a href="https://doi.org/10.1177/00472875211050420" target="_blank">https://doi.org/10.1177/00472875211050420</a>
dc.identifier.otherCONVID_101441820
dc.identifier.urihttps://jyx.jyu.fi/handle/123456789/78207
dc.description.abstractElectronic word-of-mouth (eWOM) communication on social media has revolutionized how travelers search for and share information and how they interact with one another digitally. This research examines the effects of eWOM-triggered customer-to-customer (C2C) interactions on travelers’ post-eWOM behaviors (i.e., repurchase and customer engagement) in a cross-cultural context. Drawing upon cognitive dissonance theory, a scenario-based experiment was conducted using a sample of 461 African tourists with recent intracontinental travel experience. Our findings suggest that a customer’s repurchase intention and engagement in social media C2C interactions are significantly influenced when their eWOM is challenged by other customers. Compared with individualistic cultures, such a phenomenon is more effective in collectivistic cultures, particularly when a customer shares negative eWOM. Customers in collectivistic cultures are more likely to appreciate consensus with other customers, and they tend to expend more effort toward solving dissonance. The theoretical and managerial implications of these findings are discussed.en
dc.format.mimetypeapplication/pdf
dc.language.isoeng
dc.publisherSAGE Publications
dc.relation.ispartofseriesJournal of Travel Research
dc.rightsIn Copyright
dc.subject.otherword-of-mouth
dc.subject.othersocial media
dc.subject.othercustomer engagement
dc.subject.otherrepurchase intention
dc.subject.othercognitive dissonance
dc.titleExamining the Impact of eWOM-Triggered Customer-to-Customer Interactions on Travelers’ Repurchase and Social Media Engagement
dc.typearticle
dc.identifier.urnURN:NBN:fi:jyu-202110135240
dc.contributor.laitosKauppakorkeakoulufi
dc.contributor.laitosSchool of Business and Economicsen
dc.type.urihttp://purl.org/eprint/type/JournalArticle
dc.description.reviewstatuspeerReviewed
dc.format.pagerange004728752110504
dc.relation.issn0047-2875
dc.relation.volumeEarly online
dc.type.versionacceptedVersion
dc.rights.copyright© 2021 SAGE Publications
dc.rights.accesslevelopenAccessfi
dc.subject.ysoasiakaskokemus
dc.subject.ysositoutuminen
dc.subject.ysovuorovaikutus
dc.subject.ysoasiakasuskollisuus
dc.subject.ysokognitiivinen dissonanssi
dc.subject.ysoverkkokeskustelu
dc.subject.ysopalaute
dc.subject.ysokulttuurienvälinen tutkimus
dc.subject.ysososiaalinen media
dc.subject.ysokulttuuri
dc.format.contentfulltext
jyx.subject.urihttp://www.yso.fi/onto/yso/p24882
jyx.subject.urihttp://www.yso.fi/onto/yso/p13419
jyx.subject.urihttp://www.yso.fi/onto/yso/p10591
jyx.subject.urihttp://www.yso.fi/onto/yso/p7218
jyx.subject.urihttp://www.yso.fi/onto/yso/p38416
jyx.subject.urihttp://www.yso.fi/onto/yso/p21841
jyx.subject.urihttp://www.yso.fi/onto/yso/p1236
jyx.subject.urihttp://www.yso.fi/onto/yso/p2975
jyx.subject.urihttp://www.yso.fi/onto/yso/p20774
jyx.subject.urihttp://www.yso.fi/onto/yso/p372
dc.rights.urlhttp://rightsstatements.org/page/InC/1.0/?language=en
dc.relation.doi10.1177/00472875211050420
jyx.fundinginformationThe author(s) received no financial support for the research, authorship, and/or publication of this article.


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