Electronic word-of-mouth impacts on consumer behavior: exploratory and experimental studies

Abstract

Due to the growth of the Internet as a social media and channel of communication among consumers, electronic word of mouth (eWOM) has gained strength and attention from marketing researchers. This article aims to verify if eWOM affects consumer behavior and the possibility companies may have of managing eWOM by actively responding to comments posted by consumers. An exploratory and experimental study showed that exposure to comment (both negative and positive) impacts brand image. Negative-feedback management reduces the impact on brand image but did not change the impact on purchase intention.