:::

詳目顯示

回上一頁
題名:表情符號、評論價性與形式對說服力的影響
作者:黃桂花 引用關係
作者(外文):Guei-Hua Huang
校院名稱:國立中山大學
系所名稱:企業管理學系研究所
指導教授:張純端
學位類別:博士
出版日期:2019
主題關鍵詞:訊息處理流暢度訊息處理網路評論網路口碑說服力表情符號emoticon(s)electronic word-of-mouth (eWOM)online reviewsinformation processingpersuasivenessprocessing fluency
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:0
  • 點閱點閱:6
在缺乏社會臨場感的網路世界中,使用類似人臉的表情符號能夠幫助網路訊息溝通者正確且生動地表達意見和情緒。現今,表情符號也常出現在網路評論貼文中,本研究聚焦於探討表情符號如何影響網路評論的說服力。兩個實驗,一個眼動儀實驗分析和一個實證研究結果發現表情符號會增加正面評論的說服力,但是會降低負面評論的說服力。再者,研究結果指出表情符號在敘事形式的正面評論中會促進讀者的訊息處理流暢度,進而提高評論的說服力,但在同形式的負面評論中,表情符號會干擾訊息處理流暢度,而降低了評論的說服力;相反的,在列表形式的正面評論中,表情符號降低了評論的說服力,但它們在同形式的負面評論中會增加評論的說服力。本研究亦檢驗了訊息處理流暢度的中介效果。本研究發現表情符號不僅是網路評論中輔助文字表達的工具,而且會影響觀看者的反應。該研究為網路評論研究和訊息處理研究提供了理論貢獻,並為網路行銷人員和消費者提供了重要的實務意涵。
Emoticons, the pictorial face-like icons, have become a common and easy-to-use tool for online users to express ideas or add feelings to text-based communications where social cues are missing. Emoticons have been widely used in online reviews. This research aims to investigate how emoticons in online reviews influence review persuasiveness, while considering the roles of review valence and review format. Two laboratory experiments, one eye-tracking experiment, and an empirical data analysis in field settings reveal that emoticons increase review persuasiveness in positive reviews but decrease review persuasiveness in negative reviews. Furthermore, the results indicate that such effects hold for narrative-based reviews, but show the opposite when the reviews are list-based. Processing fluency is found to be the mechanism underlying these effects. The findings offer theoretical contributions to literature relating to online reviews and information processing. Practical implications for online marketers and consumers are also provided.
Aaker, J. L., & Lee, A. Y. (2006). Understanding regulatory fit. Journal of Marketing Research, 43(1), 15–19.
Adaval, R., Isbell, L. M., & Wyer, R. S. (2007). The impact of pictures on narrative- and list-based impression formation: A process interference model. Journal of Experimental Social Psychology, 43(3), 352–364.
Adaval, R., & Wyer, R. S. (1998). The role of narratives in consumer information processing. Journal of Consumer Psychology, 7(3), 207–245.
Ahmad, S. N., & Laroche, M. (2015). How do expressed emotions affect the helpfulness of a product review? Evidence from reviews using latent semantic analysis. International Journal of Electronic Commerce, 20(1), 76–111.
Alter, A. L., & Oppenheimer, D. M. (2009). Uniting the tribes of fluency to form a metacognitive nation. Personality and Social Psychology Review, 13(3), 219–235.
Anderson, N. H. (1981). Foundations of Information Integration Theory. New York: Academic Press.
Andreassen, T. W., & Streukens, S. (2009). Service innovation and electronic word‐of‐mouth: Is it worth listening to? Managing Service Quality: An International Journal, 19(3), 249–265.
Ashby, N. J., Lukasz, W., & Glöckner, A. (2015). The effect of consumer ratings and attentional allocation on product valuations. Judgment and Decision Making, 10(2), 172–184.
Baek, H., Ahn, J., & Choi, Y. (2012). Helpfulness of online consumer reviews: Readers’ objectives and review cues. International Journal of Electronic Commerce, 17(2), 99–126.
Banerjee, S., Bhattacharyya, S., & Bose, I. (2017). Whose online reviews to trust? Understanding reviewer trustworthiness and its impact on business. Decision Support Systems, 96, 17–26.
Barsalou, L. W., & Sewell, D. R. (1985). Contrasting the representation of scripts and categories. Journal of Memory and Language, 24(6), 646–665.
Baumeister, R. F., Bratslavsky, E., Finkenauer, C., & Vohs, K. D. (2001). Bad is stronger than good. Review of General Psychology, 5(4), 323–370.
Berger, J., & Milkman, K. L. (2012). What makes online content viral? Journal of Marketing Research, 49(2), 192–205.
Bickart, B., & Schindler, R. M. (2001). Internet forums as influential sources of consumer information. Journal of Interactive Marketing, 15(3), 31–40.
Birnbaum, M. H. (1974). The nonadditivity of personality impressions. Journal of Experimental Psychology, 102(3), 543–561.
Bless, H., & Fiedler, K. (2006). Mood and the regulation of information processing and behavior. In J. P. Forgas (Ed.), Affect in social thinking and behavior (pp. 65–84). New York: Psychology Press.
Bonifield, C., & Cole, C. (2007). Affective responses to service failure: Anger, regret, and retaliatory versus conciliatory responses. Marketing Letters, 18(1–2), 85–99.
Bornstein, R. F., & D’Agostino, P. R. (1994). The attribution and discounting of perceptual fluency: Preliminary tests of a perceptual fluency/attributional model of the mere exposure effect. Social Cognition, 12(2), 103–128.
Cameron, A. C., & Trivedi, P. K. (2013). Regression analysis of count data. Cambridge University Press.
Cao, Q., Duan, W., & Gan, Q. (2011). Exploring determinants of voting for the “helpfulness” of online user reviews: A text mining approach. Decision Support Systems, 50(2), 511–521.
Carr, T. H., McCauley, C., Sperber, R. D., & Parmelee, C. M. (1982). Words, pictures, and priming: On semantic activation, conscious identification, and the automaticity of information processing. Journal of Experimental Psychology: Human Perception and Performance, 8(6), 757–777.
Cesario, J., Higgins, E. T., & Scholer, A. A. (2008). Regulatory fit and persuasion: Basic principles and remaining questions. Social and Personality Psychology Compass, 2(1), 444–463.
Chen, R., & Sakamoto, Y. (2016). The effect of fluency on review helpfulness: Does it depend on perspective-taking. In PACIS 2016 Proceedings (Vol. 385, pp. 1–11). Retrieved from http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1192&context=pacis2016
Chen, Z., & Lurie, N. H. (2013). Temporal contiguity and negativity bias in the impact of online word of mouth. Journal of Marketing Research, 50(4), 463–476.
Cheung, C. M., & Lee, M. K. (2012). What drives consumers to spread electronic word of mouth in online consumer-opinion platforms. Decision Support Systems, 53(1), 218–225.
Cheung, M. Y., Luo, C., Sia, C. L., & Chen, H. (2009). Credibility of electronic word-of-mouth: Informational and normative determinants of on-line consumer recommendations. International Journal of Electronic Commerce, 13(4), 9–38.
Chevalier, J. A., & Mayzlin, D. (2006). The effect of word of mouth on sales: Online book reviews. Journal of Marketing Research, 43(3), 345–354.
Childers, T. L., Houston, M. J., & Heckler, S. E. (1985). Measurement of individual differences in visual versus verbal information processing. Journal of Consumer Research, 12(2), 125–134.
Chu, W., Roh, M., & Park, K. (2015). The effect of the dispersion of review ratings on evaluations of hedonic versus utilitarian products. International Journal of Electronic Commerce, 19(2), 95–125.
Chua, A. Y., & Banerjee, S. (2016). Helpfulness of user-generated reviews as a function of review sentiment, product type and information quality. Computers in Human Behavior, 54, 547–554.
Cian, L., Krishna, A., & Elder, R. S. (2013). This logo moves me: Dynamic imagery from static Images. Journal of Marketing Research, 51(2), 184–197.
Clore, G. L., & Colcombe, S. J. (2003). The parallel worlds of affective concepts and feelings. In J. Musch & K. C. Klauer (Eds.), The psychology of evaluation: Affective processes in cognition and emotion (pp. 335–369). NY: Psychology Press.
Clore, G. L., Schwarz, N., & Conway, M. (1994). Affective causes and consequences of social information processing. In R. S. Wyer & T. K. Srull (Eds.), Handbook of Social Cognition: Basic Processes; Applications, Vols. 1-2, 2nd ed. (pp. 323–417). Hillsdale, NJ: Lawrence Erlbaum Associates, Inc.
Colcombe, S. J., & Wyer, R. S. (2002). The role of prototypes in the mental representation of temporally related events. Cognitive Psychology, 44(1), 67–103.
Cui, N., Wang, T., & Xu, S. (2010). The influence of social presence on consumers’ perceptions of the interactivity of web sites. Journal of Interactive Advertising, 11(1), 36–49.
Daugherty, T., & Hoffman, E. (2014). eWOM and the importance of capturing consumer attention within social media. Journal of Marketing Communications, 20(1–2), 82–102.
Derks, D., Bos, A. E., & Von Grumbkow, J. (2008). Emoticons and online message interpretation. Social Science Computer Review, 26(3), 379–388.
Doherty, R. W., Orimoto, L., Singelis, T. M., Hatfield, E., & Hebb, J. (1995). Emotional contagion: Gender and occupational differences. Psychology of Women Quarterly, 19(3), 355–371.
Duan, W., Gu, B., & Whinston, A. B. (2008). Do online reviews matter? — An empirical investigation of panel data. Decision Support Systems, 45(4), 1007–1016.
Escalas, J. E. (2004). Narrative processing: Building consumer connections to brands. Journal of Consumer Psychology, 14(1), 168–180.
Fang, B., Ye, Q., Kucukusta, D., & Law, R. (2016). Analysis of the perceived value of online tourism reviews: Influence of readability and reviewer characteristics. Tourism Management, 52, 498–506.
Fiedler, K., Nickel, S., Asbeck, J., & Pagel, U. (2003). Mood and the generation effect. Cognition and Emotion, 17(4), 585–608.
Fishbein, M., & Hunter, R. (1964). Summation versus balance in attitude organization and change. The Journal of Abnormal and Social Psychology, 69(5), 505–510.
Floh, A., Koller, M., & Zauner, A. (2013). Taking a deeper look at online reviews: The asymmetric effect of valence intensity on shopping behaviour. Journal of Marketing Management, 29(5–6), 646–670.
Forman, C., Ghose, A., & Wiesenfeld, B. (2008). Examining the relationship between reviews and sales: The role of reviewer identity disclosure in electronic markets. Information Systems Research, 19(3), 291–313.
Fredickson, B. L. (2001). The role of positive emotions in positive psychology: The broaden-and-build-theory of positive emotions. American Psychologist, 56(3), 218–226.
Ganster, T., Eimler, S. C., & Krämer, N. C. (2012). Same same but different!? The differential influence of smilies and emoticons on person perception. Cyberpsychology, Behavior, and Social Networking, 15(4), 226–230.
Glikson, E., Cheshin, A., & Kleef, G. A. van. (2017). The dark side of a smiley: Effects of smiling emoticons on virtual first impressions. Social Psychological and Personality Science, 9(5), 614–625.
Green, M. C., & Brock, T. C. (2000). The role of transportation in the persuasiveness of public narratives. Journal of Personality and Social Psychology, 79(5), 701–721.
Gunawardena, C. N., & Zittle, F. J. (1997). Social presence as a predictor of satisfaction within a computer‐mediated conferencing environment. American Journal of Distance Education, 11(3), 8–26.
Hamby, A., Daniloski, K., & Brinberg, D. (2015). How consumer reviews persuade through narratives. Journal of Business Research, 68(6), 1242–1250.
Hatfield, E., Cacioppo, J. T., & Rapson, R. L. (1994). Emotional contagion-studies in emotion and social interaction. Cambridge: Cambridge University Press.
Hayes, A. F. (2013). Introduction to mediation, moderation, and conditional process analysis: A regression-based approach. New York: The Guilford Press.
Hennig-Thurau, T., Groth, M., Paul, M., & Gremler, D. D. (2006). Are all smiles created equal? How emotional contagion and emotional labor affect service relationships. Journal of Marketing, 70(3), 58–73.
Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? Journal of Interactive Marketing, 18(1), 38–52.
Hogarth, R. M., & Einhorn, H. J. (1992). Order effects in belief updating: The belief-adjustment model. Cognitive Psychology, 24(1), 1–55.
Hong, Y., Huang, N., Burtch, G., & Li, C. (2016). Culture, conformity and emotional suppression in online reviews. Journal of Association for Information Systems, 17(11), 737–758.
Hsee, C. K., & Rottenstreich, Y. (2004). Music, pandas, and muggers: On the affective psychology of value. Journal of Experimental Psychology: General, 133(1), 23–30.
Huang, A. H., Chen, K., Yen, D. C., & Tran, T. P. (2015). A study of factors that contribute to online review helpfulness. Computers in Human Behavior, 48, 17–27.
Huang, A. H., Yen, D. C., & Zhang, X. (2008). Exploring the potential effects of emoticons. The International Technology Management Review, 45(7), 466–473.
Huang, L.-S. (2015). Trust in product review blogs: The influence of self-disclosure and popularity. Behaviour & Information Technology, 34(1), 33–44.
Isen, A. M. (1987). Positive affect, cognitive processes, and social behavior. Advances in Experimental Social Psychology, 20, 203–253.
Isen, A. M. (2001). An influence of positive affect on decision making in complex situations: Theoretical issues with practical implications. Journal of Consumer Psychology, 11(2), 75–85.
Isen, A. M. (2008). Some ways in which positive affect influences decision making and problem solving. In Handbook of emotions, 3rd ed (pp. 548–573). New York: Guilford Press.
Isen, A. M., & Means, B. (1983). The influence of positive affect on decision-making strategy. Social Cognition, 2(1), 18–31.
Isen, A. M., Shalker, T. E., Clark, M., & Karp, L. (1978). Affect, accessibility of material in memory, and behavior: A cognitive loop? Journal of Personality and Social Psychology, 36(1), 1–12.
Jacoby, L. L., & Whitehouse, K. (1989). An illusion of memory: False recognition influenced by unconscious perception. Journal of Experimental Psychology: General, 118(2), 126–135.
Janiszewski, C. (2001). Effects of brand logo complexity, repetition, and spacing on processing fluency and judgment. Journal of Consumer Research, 28(1), 18–32.
Johnson, J. G., & Busemeyer, J. R. (2005). A dynamic, stochastic, computational model of preference reversal phenomena. Psychological Review, 112(4), 841–861.
Jones, E. E., & Goethals, G. R. (1972). Order effects in impression formation: Attribution context and the nature of the entity. In E. E. Jones, D. E. Kanouse, H. H. Kelley, R. E. Nisbett, S. Valins, & B. Weiner (Eds.), Attribution: Perceiving the Causes of Behavior. (pp. 27–46). Morristown, NJ: General Learning Press.
Kaye, L. K., Wall, H. J., & Malone, S. A. (2016). “Turn that frown upside-down”: A contextual account of emoticon usage on different virtual platforms. Computers in Human Behavior, 60(Supplement C), 463–467.
Kim, J., & Gupta, P. (2012). Emotional expressions in online user reviews: How they influence consumers’ product evaluations. Journal of Business Research, 65(7), 985–992.
Kim, S. J., Maslowska, E., & Malthouse, E. C. (2018). Understanding the effects of different review features on purchase probability. International Journal of Advertising, 37(1), 29–53.
Lakin, J. L., Jefferis, V. E., Cheng, C. M., & Chartrand, T. L. (2003). The chameleon effect as social glue: Evidence for the evolutionary significance of nonconscious mimicry. Journal of Nonverbal Behavior, 27(3), 145–162.
Lee, A. Y., & Aaker, J. L. (2004). Bringing the frame into focus: The influence of regulatory fit on processing fluency and persuasion. Journal of Personality and Social Psychology, 86(2), 205–218.
Lee, A. Y., & Labroo, A. A. (2004). The effect of conceptual and perceptual fluency on brand evaluation. Journal of Marketing Research, 41(2), 151–165.
Lee, M., Jeong, M., & Lee, J. (2017). Roles of negative emotions in customers’ perceived helpfulness of hotel reviews on a user-generated review website: A text mining approach. International Journal of Contemporary Hospitality Management, 29(2), 762–783.
Li, J. J., Chen, X.-P., Kotha, S., & Fisher, G. (2017). Catching fire and spreading it: A glimpse into displayed entrepreneurial passion in crowdfunding campaigns. Journal of Applied Psychology, 102(7), 1075–1090.
Li, X., Chan, K. W., & Kim, S. (2018). Service with emoticons: How customers interpret employee use of emoticons in online service encounters. Journal of Consumer Research, ucy016–ucy016.
Liao, S., Lee, C. T., Lin, T., & Lin, M. (2015). eWOM richness of leisure farm tour experience: Influences of message valence, product type and consumer knowledge. Journal of Marketing Management, 3(2), 55–68.
Lindström, B. R., & Bohlin, G. (2011). Emotion processing facilitates working memory performance. Cognition and Emotion, 25(7), 1196–1204.
Liu, Y. C., Lin, C., & Huang, Y.-A. (2012). An exploration of communicating with textspeak: A social presence perspective. The International Technology Management Review, 3(1), 54–59.
Lohmann, K., Pyka, S. S., & Zanger, C. (2017). The effects of smileys on receivers’ emotions. Journal of Consumer Marketing, 34(6), 489–495.
Luna, D., & Perrachio, L. A. (2003). In L. M. Scott & R. Batra (Eds.), Visual and linguistic processing of ads by bilingual consumers (pp. 153–175). Mahwah, NJ: Erlbaum.
Luor, T., Wu, L., Lu, H.-P., & Tao, Y.-H. (2010). The effect of emoticons in simplex and complex task-oriented communication: An empirical study of instant messaging. Computers in Human Behavior, 26(5), 889–895.
Ma, Z., & Nan, X. (2017). Friends don’t let friends smoke: How storytelling and social distance influence nonsmokers’ responses to antismoking messages. Health Communication, 33(7), 887–895.
Maclnnis, D. J., & Jaworski, B. J. (1989). Information processing from advertisements: Toward an integrative framework. Journal of Marketing, 53(4), 1–23.
Maheswaran, D., & Meyers-Levy, J. (1990). The influence of message framing and issue involvement. Journal of Marketing Research, 27(3), 361–367.
Manganari, E. E., & Dimara, E. (2017). Enhancing the impact of online hotel reviews through the use of emoticons. Behaviour & Information Technology, 36(7), 674–686.
Mattila, A. S. (2000). The role of narratives in the advertising of experiential services. Journal of Service Research, 3(1), 35–45.
Millar, M. G., & Millar, K. U. (1997). The effects of cognitive capacity and suspicion on truth bias. Communication Research, 24(5), 556–570.
Moore, S. G. (2015). Attitude predictability and helpfulness in online reviews: The role of explained actions and reactions. Journal of Consumer Research, 42(1), 30–44.
Mudambi, S. M., & Schuff, D. (2010). Research note: What makes a helpful online review? A study of customer reviews on Amazon.com. MIS Quarterly, 34(1), 185–200.
Niedenthal, P. M. (1990). Implicit perception of affective information. Journal of Experimental Social Psychology, 26(6), 505–527.
Novemsky, N., Dhar, R., Schwarz, N., & Simonson, I. (2007). Preference fluency in choice. Journal of Marketing Research, 44(3), 347–356.
Oppenheimer, D. M. (2006). Consequences of erudite vernacular utilized irrespective of necessity: Problems with using long words needlessly. Applied Cognitive Psychology, 20(2), 139–156.
Paivio, A. (1971). Imagery and verbal processes. NY: Holt, Rinehart, & Winston.
Park, B. (1986). A method for studying the development of impressions of real people. Journal of Personality and Social Psychology, 51(5), 907–917.
Park, D.-H., Lee, J., & Han, I. (2007). The effect of on-line consumer reviews on consumer purchasing intention: The moderating role of involvement. International Journal of Electronic Commerce, 11(4), 125–148.
Park, E. K., & Sundar, S. S. (2015). Can synchronicity and visual modality enhance social presence in mobile messaging? Computers in Human Behavior, 45, 121–128.
Pavlou, P. A., & Dimoka, A. (2006). The nature and role of feedback text comments in online marketplaces: Implications for trust building, price premiums, and seller differentiation. Information Systems Research, 17(4), 392–414.
Pham, M. T., & Avnet, T. (2004). Ideals and oughts and the reliance on affect versus substance in persuasion. Journal of Consumer Research, 30(4), 503–518.
Preacher, K. J., Rucker, D. D., & Hayes, A. F. (2007). Addressing moderated mediation hypotheses: Theory, methods, and prescriptions. Multivariate Behavioral Research, 42(1), 185–227.
Raudenbush, S. W., & Bryk, A. S. (2002). Hierarchical linear models: Applications and data analysis methods. Newbury Park, CA: SAGE.
Reber, R., & Schwarz, N. (1999). Effects of perceptual fluency on judgments of truth. Consciousness and Cognition, 8(3), 338–342.
Reber, R., Schwarz, N., & Winkielman, P. (2004). Processing fluency and aesthetic pleasure: Is beauty in the perceiver’s processing experience? Personality and Social Psychology Review, 8(4), 364–382.
Rodrguez-Hidalgo, C., Tan, E. S., & Verlegh, P. W. (2017). Expressing emotions in blogs: The role of textual paralinguistic cues in online venting and social sharing posts. Computers in Human Behavior, 73, 638–649.
Schlosser, A. E. (2011). Can including pros and cons increase the helpfulness and persuasiveness of online reviews? The interactive effects of ratings and arguments. Journal of Consumer Psychology, 21(3), 226–239.
Schwarz, N. (1990). Feelings as information: Informational and motivational functions of affective states. In E. T. Higgins & R. M. Sorrentino (Eds.), Handbook of Motivation and Cognition: Foundations of Social Behavior, Vol. 2. (pp. 527–561). New York: Guilford Press.
Schwarz, N. (1998). Accessible content and accessibility experiences: The interplay of declarative and experiential information in judgment. Personality and Social Psychology Review, 2(2), 87–99.
Schwarz, N. (2002). Situated cognition and the wisdom in feelings: Cognitive tuning. In L. F. Barrett & P. Salovey (Eds.), The Wisdom in Feeling: Psychological Processes in Emotional Intelligence (pp. 144–166). New York: Guilford Press.
Schwarz, N., & Clore, G. L. (1983). Mood, misattribution, and judgments of well-being: Informative and directive functions of affective states. Journal of Personality and Social Psychology, 45(3), 513–523.
Schwarz, N., & Clore, G. L. (1983). Mood, misattribution, and judgments of well-being: Informative and directive functions of affective states. Journal of Personality and Social Psychology, 45(3), 513–523.
Sen, S., & Lerman, D. (2007). Why are you telling me this? An examination into negative consumer reviews on the Web. Journal of Interactive Marketing, 21(4), 76–94.
Senecal, S., & Nantel, J. (2004). The influence of online product recommendations on consumers’ online choices. Journal of Retailing, 80(2), 159–169.
Sharps, M. J., & Nunes, M. A. (2002). Gestalt and feature-intensive processing: Toward a unified model of human information processing. Current Psychology, 21(1), 68–84.
Shin, D., Song, J. H., & Biswas, A. (2014). Electronic word-of-mouth (eWOM) generation in new media platforms: The role of regulatory focus and collective dissonance. Marketing Letters, 25(2), 153–165.
Short, J., Williams, E., & Christie, B. (1976). The Social Psychology of Telecommunications. Hoboken, NJ: John Wiley.
Simmons, J. P., & Nelson, L. D. (2006). Intuitive confidence: Choosing between intuitive and nonintuitive alternatives. Journal of Experimental Psychology: General, 135(3), 409–428.
Sinclair, R. C., Mark, M. M., & Clore, G. L. (1994). Mood-related persuasion depends on (mis)attributions. Social Cognition, 12(4), 309–326.
Skowronski, J. J., & Carlston, D. E. (1989). Negativity and extremity biases in impression formation: A review of explanations. Psychological Bulletin, 105(1), 131–142.
Snaebjornsson, I. M., & Vaiciukynaite, E. (2016). Emotion contagion in leadership: Followercentric approach. Business & Economic Horizons, 12(1), 53–62.
Söderlund, M. (2006). Measuring customer loyalty with multi‐item scales: A case for caution. International Journal of Service Industry Management, 17(1), 76–98.
Söderlund, M., & Rosengren, S. (2007). Receiving word-of-mouth from the service customer: An emotion-based effectiveness assessment. Journal of Retailing and Consumer Services, 14(2), 123–136.
Sohn, S. (2017). Consumer processing of mobile online stores: Sources and effects of processing fluency. Journal of Retailing & Consumer Services, 36, 137–147.
Soldat, A. S., & Sinclair, R. C. (2001). Colors, smiles, and frowns: External affective cues can directly affect responses to persuasive communications in a mood-like manner without affecting mood. Social Cognition, 19(4), 469–490.
Soldat, A. S., Sinclair, R. C., & Mark, M. M. (1997). Color as an environmental processing cue: External affective cues can directly affect processing strategy without affecting mood. Social Cognition, 15(1), 55–71.
Sparks, B. A., Perkins, H. E., & Buckley, R. (2013). Online travel reviews as persuasive communication: The effects of content type, source, and certification logos on consumer behavior. Tourism Management, 39, 1–9.
Srull, T. K., & Wyer, R. S. (1989). Person memory and judgment. Psychological Review, 96(1), 58–83.
Stenberg, G., Wiking, S., & Dahl, M. (1998). Judging words at face value: Interference in a word processing task reveals automatic processing of affective facial expressions. Cognition and Emotion, 12(6), 755–782.
Sweeney, J. C., Soutar, G. N., & Mazzarol, T. (2008). Factors influencing word of mouth effectiveness: Receiver perspectives. European Journal of Marketing, 42(3/4), 344–364.
Thompson, D., Mackenzie, I. G., Leuthold, H., & Filik, R. (2016). Emotional responses to irony and emoticons in written language: Evidence from EDA and facial EMG. Psychophysiology, 53(7), 1054–1062.
Tormala, Z. L., & DeSensi, V. L. (2008). The perceived informational basis of attitudes: Implications for subjective ambivalence. Personality and Social Psychology Bulletin, 32(2), 275–289.
Townsend, C., & Kahn, B. E. (2014). The “visual preference heuristic”: The influence of visual versus verbal depiction on assortment processing, perceived variety, and choice overload. Journal of Consumer Research, 40(5), 993–1015.
Tsao, W.-C. (2014). Which type of online review is more persuasive? The influence of consumer reviews and critic ratings on moviegoers. Electronic Commerce Research, 14(4), 559–583.
Tversky, A., & Kahneman, D. (1973). Availability: A heuristic for judging frequency and probability. Cognitive Psychology, 5(2), 207–232.
Unnava, H. R., & Burnkrant, R. E. (1991). An imagery-processing view of the role of pictures in print advertisements. Journal of Marketing Research, 28(2), 226–231.
Van den Hende, E. A., Dahl, D. W., Schoormans, J. P., & Snelders, D. (2012). Narrative transportation in concept tests for really new products: The moderating effect of reader–protagonist similarity. Journal of Product Innovation Management, 29(S1), 157–170.
Van Kleef, G. A., van den Berg, H., & Heerdink, M. W. (2015). The persuasive power of emotions: Effects of emotional expressions on attitude formation and change. Journal of Applied Psychology, 100(4), 1124–1142.
Villarroel Ordenes, F., Ludwig, S., de Ruyter, K., Grewal, D., & Wetzels, M. (2017). Unveiling what is written in the stars: Analyzing explicit, implicit, and discourse patterns of sentiment in social media. Journal of Consumer Research, 43(6), 875–894.
Vuilleumier, P. (2005). How brains beware: Neural mechanisms of emotional attention. Trends in Cognitive Sciences, 9(12), 585–594.
Walther, J. B., & D’Addario, K. P. (2001). The impacts of emoticons on message interpretation in computer-mediated communication. Social Science Computer Review, 19(3), 324–347.
Wangenheim, F. v, & Bayón, T. (2007). The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition. Journal of the Academy of Marketing Science, 35(2), 233–249.
Whittlesea, B. W. (1993). Illusions of familiarity. Journal of Experimental Psychology: Learning, Memory, and Cognition, 19(6), 1235–1253.
Whittlesea, B. W., & Price, J. R. (2001). Implicit /explicit memory versus analytic/nonanalytic processing: Rethinking the mere exposure effect. Memory & Cognition, 29(2), 234–246.
Willoughby, J. F., & Liu, S. (2018). Do pictures help tell the story? An experimental test of narrative and emojis in a health text message intervention. Computers in Human Behavior, 79(Supplement C), 75–82.
Winkielman, P., Schwarz, N., Fazendeiro, T., & Reber, R. (2003). The hedonic marking of processing fluency: Implications for evaluative judgment. In J. Musch & K. C. Klauer (Eds.), The Psychology of Evaluation: Affective Processes in Cognition and Emotion (pp. 189–217). Mahwah, NJ: Lawrence Erlbaum Associates.
Wu, P. F. (2013). In search of negativity bias: An empirical study of perceived helpfulness of online reviews. Psychology & Marketing, 30(11), 971–984.
Wyer, R. S. (2004). Social comprehension and judgment: The role of situation models, narratives, and implicit theories. Mahwah, NJ: Erlbaum.
Wyer, R. S. (2011). Procedural influences on judgments and behavioral decisions. Journal of Consumer Psychology, 21(4), 424–438.
Wyer, R. S., & Bodenhausen, G. V. (1985). Event memory: The effects of processing objectives and time delay on memory for action sequences. Journal of Personality and Social Psychology, 49(2), 301–316.
Xiao, Y., Zhang, H., & Cervone, D. P. (2016). Angry new product review: A competitive mediation model. AMA Winter Educators’ Conference Proceedings, 27, G-7-G-8.
Yin, D., Bond, S., & Zhang, H. (2014). Anxious or angry? Effects of discrete emotions on the perceived helpfulness of online reviews. MIS Quarterly, 38(2), 539–560.
You, Y., Vadakkepatt, G. G., & Joshi, A. M. (2015). A meta-analysis of electronic word-of-mouth elasticity. Journal of Marketing, 79(2), 19–39.
Yuasa, M., Saito, K., & Mukawa, N. (2011). Brain activity when reading sentences and emoticons: An fMRI study of verbal and nonverbal communication. Electronics and Communications in Japan, 94(5), 17–24.
Zhang, J. Q., Craciun, G., & Shin, D. (2010). When does electronic word-of-mouth matter? A study of consumer product reviews. Journal of Business Research, 63(12), 1336–1341.
Zhao, X., Lynch, J. G., & Chen, Q. (2010). Reconsidering Baron and Kenny: Myths and truths about mediation analysis. Journal of Consumer Research, 37(2), 197–206.
Zhao, X., Wang, L., Guo, X., & Law, R. (2015). The influence of online reviews to online hotel booking intentions. International Journal of Contemporary Hospitality Management, 27(6), 1343–1364.
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
QR Code
QRCODE