The impact of electronic word-of-mouth communication: A literature analysis and integrative model

Christy M K CHEUNG*, Dimple R. Thadani

*Corresponding author for this work

    Research output: Contribution to journalJournal articlepeer-review

    1034 Citations (Scopus)


    The notion of electronic word-of-mouth (eWOM) communication has received considerable attention in both business and academic communities. Numerous studies have been conducted to examine the effectiveness of eWOM communication. The scope of published studies on the impact of eWOM communication is large and fragmented and little effort has been made to integrate the findings of prior studies and evaluate the status of the research in this area. In this study, we conducted a systematic review of eWOM research. Building upon our literature analysis, we used the social communication framework to summarize and classify prior eWOM studies. We further identified key factors related to the major elements of the social communication literature and built an integrative framework explaining the impact of eWOM communication on consumer behavior. We believe that the framework will provide an important foundation for future eWOM research work.

    Original languageEnglish
    Pages (from-to)461-470
    Number of pages10
    JournalDecision Support Systems
    Issue number1
    Publication statusPublished - Dec 2012

    Scopus Subject Areas

    • Management Information Systems
    • Information Systems
    • Developmental and Educational Psychology
    • Arts and Humanities (miscellaneous)
    • Information Systems and Management

    User-Defined Keywords

    • Consumer purchase decision
    • Dual-process theory
    • Electronic word-of-mouth
    • eWOM
    • Interpersonal influence
    • Literature analysis
    • Social communication


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