Social Word of Mouth: How Trust Develops in the Market

Hajli, N., Lin, X., Featherman, M.S., Wang, Y. 2014. Social word of mouth: How trust develops in the market. International Journal of Market Research, 56(5), pp.673–689.

18 Pages Posted: 6 Aug 2014 Last revised: 7 May 2015

See all articles by Nick Hajli

Nick Hajli

University of Newcastle

Xiaolin Lin

Washington State University

Mauricio Featherman

Washington State University - College of Business and Economics

Yichuan Wang

University of Newcastle

Date Written: September 1, 2014

Abstract

Consumer trust is essential for a business to successfully promote new products and services. This paper develops a trust model from a social commerce perspective by investigating the influence of social commerce constructs on consumer trust in new products and services. By using an empirical study, the results of this research indicate that social commerce constructs could be measured using three dimensions; these are recommendations and referrals, ratings and reviews, and forums and communities. Furthermore, social commerce constructs have a significant positive influence on consumer trust in new products and service. Alternatively, social commerce constructs could generate social word of mouth among potential customers regarding new products and services; this in turn can shape consumer trust. The theoretical and practical implications of these results are discussed.

Keywords: Social word of mouth, trust

Suggested Citation

Hajli, Nick and Lin, Xiaolin and Featherman, Mauricio and Wang, Yichuan, Social Word of Mouth: How Trust Develops in the Market (September 1, 2014). Hajli, N., Lin, X., Featherman, M.S., Wang, Y. 2014. Social word of mouth: How trust develops in the market. International Journal of Market Research, 56(5), pp.673–689.. Available at SSRN: https://ssrn.com/abstract=2476103

Nick Hajli

University of Newcastle ( email )

5 Barrack Road
Devonshire Building
NEWCASTLE UPON TYNE, NSW NE1 7RU
United Kingdom

Xiaolin Lin

Washington State University ( email )

Wilson Rd.
College of Business
Pullman, WA 99164
United States

Mauricio Featherman

Washington State University - College of Business and Economics ( email )

PO Box 644750
Pullman, 99164-4750
United States

Yichuan Wang (Contact Author)

University of Newcastle ( email )

5 Barrack Road
Devonshire Building
NEWCASTLE UPON TYNE, NSW NE1 7RU
United Kingdom

HOME PAGE: http://https://scholar.google.com/citations?user=thRFhcYAAAAJ&hl=zh-TW

Register to save articles to
your library

Register

Paper statistics

Downloads
918
rank
23,962
Abstract Views
2,799
PlumX Metrics