This chapter underlines a critical analysis of current literature material on the topic under study. The section outlines and discusses E-retailer sustainability via electronic word of mouth (eEWM). Additionally, the paper analyses the growth of online reviews services and electronic word of mouth. Analysis of the effects and impacts of online reviews on the e-retailer image, buying intentions and business sales are then presented. Lastly, the researcher examines the consistency of E-retailer and online reviews in providing the same service to every customer.
2.2. E-retailer Sustainability Via Electronic Word of Mouth
Electronic retailing implies the sales of services and goods over the web (Adjei, Noble, and Noble 2009, p. 634). E-retailing includes business-to-consumer (B2C) and business-to-business (B2B) sales of goods and services through advertising or subscription to web content (Chu and Kim 2011, p. 48 and Chih, Wang, Hsu, and Huang 2013, p. 660). E-retailing requires business enterprises to transform their traditional business models to websites (Zhang 2015, p. 58). The success of E-tailing requires strong branding (Korfiatis, García-Bariocanal, Sánchez-Alonso García-Bariocanal, and S. Sánchez-Alonso2012, p. 205). Consequently, Internet sites must be easily navigable, engaging, and updated to meet consumer’s demands (Mukherjee, Liu, and Glance 2012, p. 23). Additionally, the company needs to have competitive prices, reliable distribution systems, and transparent business practices (Alboqami, Al-Karaghouli, Baeshen, Erkan, and Ghoneim 2015, p. 339).
One of the strategies used by E-retailers is Electronic WOM (Cheung and Thadani 2012, p. 465). Electronic word-of-mouth (eWOM) is any opposing or affirmative statement made by the actual, prospective, or former client which is accessible to many individuals via the web (Alboqami et al. 2015, p. 339). Unlike the traditional word-of-mouth in which the message disappears soon after transmission, in eWOM, it is retained over a period (Zhu and Zhang 2010, p. 134). Also, eWOM wields unprecedented speed of diffusion and scalability in comparison to traditional WOM because it involves a multi-way transmission of information using asynchronous mode (Castañeda, Rodríguez, and Luque 2009, p. 20; Park, Jaworski, and Maclnnis 1986, p. 140). Electronic WOM utilises Internet reviews, blogs, messages on online groups, and social media posts to transmit information (Hennig- Thurau, Gwinner, Walsh, and Gremler 2004, p. 38).
In eWOM messages are sent via the Internet thus made available to an undetermined number of people (Adjei et al. 2009, p. 641, Reichelt, Sieverti, and Frank 2014, p. 70; Park, Bin, and HoonYoung 2012, p. 253). Thus it is a person-to-person communication occurring over the web or any other electronic form of communication (Venkatesh, Wallin, Castro, and Lewis 2014, p. 100). Moreover, eWOM communication is easily measurable compared to traditional WOM (Bhattacherjee 2001, p. 351 and Mauri and Minazzi 2013, p. 100). In online platforms, obtained word-of-mouth information is far more ample in comparison to data from traditional connections in the offline arena (Kim, Kim, and Lennon 2007, p. 494). However, in conventional modes, the sender and receiver know each other hence increasing the credibility of the information (Huei, Mee, and Aik 2015, p. 15).
The development of the Internet provides a rich ground for the growth and expansion of eWOM (Liu et al. 2012, p. 561). A large number of customers use website tools such as consumer review sites, online discussions boards, and forums and weblogs useful modes of marketing (Cao, Duan, and Gan 2011, p. 511). Buyers can post their comments, feelings, and reviews of goods and services on the web (Lin, Wu, and Chen 2013, p. 29). Once an e-retailer acquires a customer, the E-retailer usually has information about his/her identity which is used to generate potential repeat purchases (Limbu, Wolf, and Lunsford 2012, p. 150). Customizing ability of eWOM increases the acquisition and retention of the consumer hence enhancing business sustainability. However, due to lack of credibility and the existence of cyber-crime, it is challenging for customers to trust products sold in E-retail platforms (Nelson, Shaw, and Strader 2010, p. 25; Lien, Wen, Huang, and Wu 2010, p. 12).
2.3. Growth of Online Review Services and Electronic Word of Mouth
Consumer online reviews present new information channel with growing importance and popularity in the distribution of goods and services (Zhang et al. 2010, p. 1336; Lada, Harvey Tanakinjal, and Amin 2009, p. 67). The above mentioned studies show that 88% of consumers in 2013 read reviews to gauge the quality of local businesses. In the same year, 39% read online reviews on a regular basis as compared to 12% who did not. In 2012, approximately 90% of online grown-ups utilised search sites to get information on the Internet. In 2014, 64% of individuals believed that online search is the most credible source of information about organisations, and 93% of them make opinion basing on the first ten online searches (Advanced Web Ranking 2014, p. 2). In 2015, studies found out that online reviews impact 67% of purchasing decision (Charkraborty and Bhat 2018, p. 57 and Erskine, 2017).
In 2016, approximately 84% of individuals trusted personal recommendations as much as online reviews and 74% of clients believed a local business more after viewing positive reviews. Every one-star increase in the Yelp rating resulted in 10% increase in revenue (Yelp 2018). The popularity of online reviews increased drastically in 2017. A study by Erkan and Chris, which is reflected in the figure 1, found out that 5% never used the Internet to search for local business, 21% used it two to five times, and 17% for between six to ten times. Also, 15% use the Internet every month, 11% every week, and 16% multiple times a week (Erkan and Chriss 2016, p. 1). Hence, examining consumer reviews have become a fundamental part of selecting a local business (Wan 2014, p. 179).
Figure 1
Number of Times of Using the Internet to Search for Local Businesses in 2016
Note. From ‘Electronic Word of Mouth, 2006’ (Erkan and Chriss 2016, p. 1)
With the increase in online surveys, eWOM has experienced significant growth and popularity over the years. As shown in figure 2 below, the most prominent influence on customer decisions is knowledgeable family friends and colleagues (34%), mainstream media (27%) followed by social media (19%) (Fleishman Hillard Global Intelligence 2017, p. 2). The rise in Internet usage has amplified consumers’ ability to get impartial opinions on merchandises (Prendergast and Yuan 2010, p. 687).
Figure 2
Most Credible Sources of Campany Information
Note: From ‘Data by Wolny and Mueller 2013’ (Wolny and Mueller 2013’ 2013, p. 562)
2.4. Impact of Online Reviews on Brand Image
The brand identity refers to the perception the customer has it (Venkatesh et al. 2014, p. 12; Sohn 2014, p. 146). Attitude or perception towards the product provides significant moderation of consumer behaviour (See-To and Ho 2014, p. 189). The idea of attitude has been examined in social psychology (Erdem and Louviere 2002, p. 20). Psychological theories agree that attitudes substantially influence the overall responses to a given product either favourably or unfavourably (Rauniar, Rawski, Yang, and Johnson 2014, p. 6).
Consumers assess products and form opinions towards them (Keller, 2003, p. 596). Brand assessment is the analysis of the company’s influence on consumers purchasing behaviour (Huei et al. 2015, p. 14). Studies show that electronic WOM affects pre-usage attitudes together with delayed and immediate services and goods perceptions (Jalilvand, Samiei, Dini, and Manzari. 2012, p. 140). Consumers’ general attitude towards goods and services is a continuous learning process which is affected by social groups, known influences, personalities, evidence, former consumer behaviour, and experiences (Ramkissoon and Uysal 2011, p. 537).
The customer’s examination of the product before purchase is one of the most vital aspects of communication by eWOM (Ferreira et al. 2012, p. 430). Hence, electronic WOM judgmentally influences clients product reviews and their buying prospects (Silke and Mangold 2011, p. 38). Brand image is vital for companies acquisition decisions, coalitions, product price, success, and competitive advantage (Ramkissoon and Uysal 2011, p. 538). An empirical study by Reza Mohammad and Samiei Neda shows that eWOM considerably affects company branding and indirectly results to consumers intent to purchase its products (see figure 3 below) (Reza and Samiei 2012, p. 9; Torlak, Ozkara, Tiltay, Cengiz,and Dulge 2014, p. 63). Thus, the company’s branding image includes customers evaluations and experiences related to the identity (Prendergast and Yuen 2010, p. 688).
Figure 3
Interaction between eWOM, Purchase Intentions and Brand Image
Note. ‘Factors influencing brand image,’ (Reza and Samiei, 2012, p. 9).
2.5. Effects of Online Reviews on Purchasing Intentions
Purchase intent is one of the critical elements of cognitive behaviour which can depict how buyers want to get any particular product or brand (Ahuja, Michels, Walker, and Weissbuch 2007, p. 156). According to Torlak et al. it refers to consumers conscious plan to acquire good or service (2014, p. 63). Several researchers incorporate purchase intention as a critical indicator of the success of online advertisement (Kim et al. 2007, p. 496, Kim and Kang 2014, p. 22; Huei et al. 2015, p. 16; Rivera, Gregory, and Cobos 2015, p. 250). Several other studies concur that buyers’ attitudes towards a brand or product affects purchase intentions (Ahuja et al. 2007, p. 150; Alboqami et al. 2015, p. 340).
Purchasing is directly proportional to attitudes towards E-retailer products. Behavioural intention is influenced by beliefs, subjective norms, and perceived behavioural controls towards actions (Elwalda, Lu, and Ali 2016, p. 310, Erkan and Chriss 2016, p. 8; Huei et al. 2015, p. 20). Purchasing intention increases with the ubiquity of favourable reviews and reduces with negative online reviews (Huei et al. 2015, p. 16). Thus the effect of eWOM on purchase prospects may be explicated through brand image. Consumers consider reviews obtained from eWOM and utilise them to form brand image perceptions (Torlak et al. 2014, p. 65).
2.6. Overall Effect of Internet Reviews on Business Sales
In the 21st
century, many researchers have studied the effect of electronic WOM on the bottom line and come up with mixed findings (Erkan and Chriss 2016, p. 8). The number of studies analysing the efficiency of eWOM have been declined recently suggesting strong comprehension of the phenomenon. Nevertheless, it is unclear if eWOM significantly influences business sales. These varying results hinder the development of dependable insights to help marketers make informed decisions (Rosario, Sotgiu, Valck, and Bijmolt 2016, p. 297). On average, electronic word of mouth positively correlates with sales (Lin and Chen 2013, p. 30). However, the effects differ across product, platform and metric factors. There are several eWOM platforms, social media sites such as blogs, facebook and discussion forums and review sites such as Epinions and Yahoo, e-commerce platforms such as eBay and Amazone.com.
Consumers often evaluate online platforms basing on the additional information provided (Knoll 2014, p. 10). Of importance are trustworthiness and signals of homophily (Ladhari and Michaud 2015, p. 37). Electronic WOM is useful when consumers believe that the sender is reliable. As such, information about the e-tailer aids consumers in evaluating whether the sender is trustworthy and the eWOM is relevant thus correlating with increased sales (Lin and Fang 2006, p. 1210 and Berger 2014, p. 586). Also, displaying data in a structured and visible way produces a more significant positive impact on product sales. However, it takes time for consumers to trust an e-retailer (Mauri and Minazzi 2013, p. 107).
Product features also impact the effectiveness of electronic WOM on business sales. Functional risks are higher for services and new products as compared to goods and services that are already popular (See-To and Ho 2014, p. 190). Also, the functional risk is prevalent in hedonic goods and services, which are enjoyable and pleasant and appeal to people senses (Charo, Sharma, Shaikh, Haseeb, and Sufya 2015, p. 45). Financial risk refers to the money that consumers will forego for the product if fails or does not meet the expectations (Rahman and Asrarhaghighi 2015, p. 148). When faced with high financial risk, customers will rely profoundly on electronic WOM (Fang and Lin 2006, p. 1215).
Moreover, E-retailers with two negative reviews on the front page of the search outcomes risk losing 44% of clients. Three negative articles on a first search query may lead to 59% loss in customers. Other studies reveal that more than 50% of adults in the US have Googled someone before conducting business with them (Erskine 2017, p. 23). Such statistic depicts a positive impact of online assessments on business sales volumes.
2.7. Reliability of Online Review Services
Consumer-generated online product reviews are becoming an indispensable constituent of e-commerce. The reviews serve several purposes. One of the function is to assist online consumers in evaluating services and products before making buying choices (Cui, Lui, and Guo 2012, p. 39). The other function is to let consumer familiarise with services or products even if they do not have the intention of purchase (Berger 2014, p. 586). Studies conducted in the past show that online shopping trains consumers to seek for reviews on the web before purchasing any product (Rahman and Asrarhaghighi 2015, p. 148). Also, online reviews have a substantial effect not only on commodities and new products but also on services (Wan 2014, p. 179). As such, E-retailers that provide quality goods and services, and have positive online reviews, have a high chance of making consistent high profits.
However, according to Bright Local, an Internet-based research company, the trust that many buyers place in online reviews might be deceiving (Bright Local 2017). The company found out that, approximately 21% of Americans review products that they have never tried. Some of the motives behind such actions include dislike or like of the E-retailer or just posting spoof reviews. Naturally, every company should expect some negative reviews for an altruistic reason (Wan 2014, p. 179). Such reviews can negatively affect the reputation of the company hence reducing the reliability of online review services. Other studies show that, in USA and Canada, there was a consistent increase in number of consumers who use online customer reviews for local business from 2011 to 2014(see figure 4 below) (Marketing Charts 2014).
Figure 4
Consumer use of Online Customer Reviews for Local Business from 2011 to 2014
Note. From ‘Consumer use of Online Customer Reviews for Local Business,’ Marketing Charts (2014).
There is also an increasing concern regarding review manipulation by interested players, for example, product manufacturers (Mauri and Minazzi 2013, p. 107). Since manipulation of online reviews has substantial financial rewards, companies with strong financial capacities outcompete those with fewer resources by promoting their products (Wolny and Mueller 2013, p. 562; Bae and Lee 2011, p. 255). Hence E-retailers have to assist shoppers to filter the reports and recognise quality ones. For instance, amazone.com introduced vote filtering mechanism to help consumers make decisions (Ahuja et al. 2007, p. 156).
Other factors influencing the reliability of online reviews include subjectivity, readability, informativeness, and linguistic correctness in the reviews (Baek, Kahn, and Choi 2012, p. 103). Reviews by self-described expert induce a perception of helpfulness. At time longer review outcomes are not useful in attracting customers because they are tedious to read (Wolny and Mueller 2013, p. 562). Inherent bias caused by the self-selected behaviour of consumers may also negatively affect a trustworthy E-retailer thus making online reviews unreliable. Since marketers with the power to control eWOM messages may deceive clients, not all consumer trust online reviews (Huei et al. 2015, p. 14 and Hyun and Kim 2011, p. 436).
2.8. Consistency in Providing the Same Service to Every Customer
Establishing consistency for consumer’s self-concepts and brand image is vital. Consumers may display various personal concepts in different social contexts and across geographical divides (Wan 2014, p. 179). Consumers require consistency in quality of the products. Delivering reliability is imperative for both the consumers and the E-retailers. Inconsistencies frustrate consumers as they become unsure of the quality of the products. Studies demonstrate that buyers are more likely to re-contact E-retailers that consistently provide quality products (Berger 2014, p. 589). Thus, giving inconsistent answers may have regulatory and financial ramifications on a business (Lee and Shin 2014, p. 12).
Most E-retailers are multichannel-led (Erskine 2017, p. 13). Usage of different e-channels provides challenges in delivering consistent information to consumers due to inability to manage data flow. A study conducted in 2015 in the US depicted that only 52% of E-retailers offer answers across the digital channels that they operate (Bright Local 2017, p. 32). A significant number of E-retailers do not respond to consumers enquires. Only 2% of companies provided consistent response across the online platforms in which they operate (Adjei et al. 2009, p. 634). Hence there is a need to centralise knowledge in the knowledge base to support all the channels. E-retailers should prepare, review, and update one set of information thus reducing complexity effort and chances of errors.
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