Derleme
BibTex RIS Kaynak Göster

Havayolu Sektöründe Elektronik Ağızdan Ağıza İletişime (eWOM) Yönelik Bir Derleme

Yıl 2017, , 26 - 31, 25.07.2017
https://doi.org/10.30518/jav.325420

Öz

Kişiler
arası ağızdan ağıza iletişimin çevrimiçi ortama taşınmasıyla birlikte ortaya
çıkan elektronik ağızdan ağıza iletişim (eWOM), işletmelerin ürün ve
hizmetleriyle ilgili tüketici tecrübelerini okuması ve kişileri bu iletişim
ortamına çeken güdüleri anlaması doğrultusunda önemli bir araştırma alanı haline
gelmiştir. Bugün hemen her sektörde olduğu gibi havayolu taşımacılığında hizmet
veren işletmeler için de kendilerini tercih eden müşterilerin sunulan ürün ve
hizmetler ile ilgili tecrübelerini paylaştığı çevrimiçi platformlardaki
davranışlarının altında yatan sebepler önem arz etmektedir. Bu doğrultuda
çalışmanın amacı
havacılık literatüründe eWOM
araştırmalarının bir derlemesini sunmaktır.

Kaynakça

  • Akhehurst G (2009) User generated content: the use of blogs for tourism organisations and tourism consumers. Serv Bus 3:51–61.
  • Akrimi, Yve Khemakhem, R. (2012). What drive consumers to spread the word in social media?. Journal of Marketing Research & Case Studies, 2012, 1.
  • Alexandrov, Aliosha J. (2007). “Information Variability of Online Word-of-Mouth as a Context for Customer Decision Making”, University of Memphis (Yayımlanmış Doktora Tezi)
  • Apăvăloaie, E. I. (2014). The impact of the internet on the business environment. Procedia Economics and finance, 15, 951-958.
  • Baharun, R., Wahid, A., Sazreen, Hve Awang, Z. (2015). Mystery of Aircraft MH370: Electronic Word-of-Mouth Towards Malaysia Airline Reputation. Advanced Science Letters, 21(5), 1170-1172.
  • Başkaya, H. C. (2010). Tüketcilerin Teknolojik Ürünlere Yönelik On-Line Fikir ve Değerlendirmelerinin (eWOM) Analizi. Uludağ Üniversitesi. Sosyal Bilimler Enstitüsü. İşletme Anabilim Dalı Üretim Yönetimi ve Pazarlama Bilim Dalı. (Yayımlanmış Yüksek Lisans Tezi).
  • Beneke, J., Mill, J., Naidoo, Kve Wickham, B. (2015). The impact of willingness to engage in negative electronic word-of-mouth on brand attitude: a study of airline passengers in South Africa. Journal of Business and Retail Management Research, 9(2), 68-84.
  • Bigné, E., Ruiz, C., Andreu, Lve Hernandez, B. (2015). The role of social motivations, ability, and opportunity in online know-how exchanges: evidence from the airline services industry. Service Business, 9(2), 209-232.
  • Cheung, C. Mve Thadani, D. R. (2012). The impact of electronic word-of-mouth communication: A literature analysis and integrative model. Decision support systems, 54(1), 461-470.
  • Chu, S. Cve Kim, Y. (2011). Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites.International journal of Advertising, 30(1), 47-75.
  • Hennig-Thurau, T., Gwinner, K. P., Walsh, G. ve 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.
  • Lee, J ve Lee, J. N. (2009). Understanding the product information inference process in electronic word-of-mouth: An objectivity– subjectivity dichotomy perspective,‖ Information & Management. 46(5), 302-311.
  • Lee, ] J., Park, D. H ve Han, I. (2008). The effect of negative online consumer reviews on product attitude: An information processing view,‖ Electronic Commerce Research and Applications, 7(3), 341-352.
  • Katz, E ve Lazarsfeld, P.E. (1955) Personal Influence: The Part Played by People in the Flow of Mass Communications. Glencoe, IL: The Free Press.
  • Kemp, S. (2017). “Digital in 2017 Global Overview.” https://wearesocial.com/special-reports/digital-in-2017-global-overview.
  • Lerrthaitrakul, Wve Panjakajornsak, V. (2014). The impact of electronic word-of-mouth factors on consumers' buying decision-making processes in the low cost carriers: a conceptual framework. International Journal of Trade, Economics and Finance, 5(2), 142-146.
  • Persson, S., Pettersson, Sve Thunberg, R. (2015). Är företagen maktlösta?: En studie om hur tjänsteverksamheter kan gynnas av eWOM. Lisans Tezi, Linnaeus University, School of Business and Economics.
  • Sun, T., Youn, S., Wu, Gve Kuntaraporn, M. (2006). Online word‐of‐mouth (or mouse): An exploration of its antecedents and consequences. Journal of Computer‐Mediated Communication, 11(4), 1104-1127.
  • Tseng, W. C. (2012). A Study of Online Word of Mouth of Service Quality in Airline Industry: A Case of Backpackers. com. Yayınlanmış Yüksek Lisans Tezi. National Taiwan University of Science and Technology. Yönetim Okulu

A REVIEW ON ELECTRONIC WORD-OF-MOUTH (EWOM) IN AIRLINE SECTOR

Yıl 2017, , 26 - 31, 25.07.2017
https://doi.org/10.30518/jav.325420

Öz

Abstract

Electronic Word-Of-Mouth (eWOM) which has emerged as a result of the movement of
communication from person to person in online environment, has become as an important research
area in terms of understanding the consumers' experiences related to the products and services of the
enterprises and the motives attracting people to this communication environment. Today, as in almost
every sector, the reasons underlying the behavior of online platforms, where customers share their own
experiences about the products and services offered, are also important for companies that provide
services in air transport. The aim of study in this direction is to present a compilation of eWOM
research in aviation literature. 

Kaynakça

  • Akhehurst G (2009) User generated content: the use of blogs for tourism organisations and tourism consumers. Serv Bus 3:51–61.
  • Akrimi, Yve Khemakhem, R. (2012). What drive consumers to spread the word in social media?. Journal of Marketing Research & Case Studies, 2012, 1.
  • Alexandrov, Aliosha J. (2007). “Information Variability of Online Word-of-Mouth as a Context for Customer Decision Making”, University of Memphis (Yayımlanmış Doktora Tezi)
  • Apăvăloaie, E. I. (2014). The impact of the internet on the business environment. Procedia Economics and finance, 15, 951-958.
  • Baharun, R., Wahid, A., Sazreen, Hve Awang, Z. (2015). Mystery of Aircraft MH370: Electronic Word-of-Mouth Towards Malaysia Airline Reputation. Advanced Science Letters, 21(5), 1170-1172.
  • Başkaya, H. C. (2010). Tüketcilerin Teknolojik Ürünlere Yönelik On-Line Fikir ve Değerlendirmelerinin (eWOM) Analizi. Uludağ Üniversitesi. Sosyal Bilimler Enstitüsü. İşletme Anabilim Dalı Üretim Yönetimi ve Pazarlama Bilim Dalı. (Yayımlanmış Yüksek Lisans Tezi).
  • Beneke, J., Mill, J., Naidoo, Kve Wickham, B. (2015). The impact of willingness to engage in negative electronic word-of-mouth on brand attitude: a study of airline passengers in South Africa. Journal of Business and Retail Management Research, 9(2), 68-84.
  • Bigné, E., Ruiz, C., Andreu, Lve Hernandez, B. (2015). The role of social motivations, ability, and opportunity in online know-how exchanges: evidence from the airline services industry. Service Business, 9(2), 209-232.
  • Cheung, C. Mve Thadani, D. R. (2012). The impact of electronic word-of-mouth communication: A literature analysis and integrative model. Decision support systems, 54(1), 461-470.
  • Chu, S. Cve Kim, Y. (2011). Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites.International journal of Advertising, 30(1), 47-75.
  • Hennig-Thurau, T., Gwinner, K. P., Walsh, G. ve 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.
  • Lee, J ve Lee, J. N. (2009). Understanding the product information inference process in electronic word-of-mouth: An objectivity– subjectivity dichotomy perspective,‖ Information & Management. 46(5), 302-311.
  • Lee, ] J., Park, D. H ve Han, I. (2008). The effect of negative online consumer reviews on product attitude: An information processing view,‖ Electronic Commerce Research and Applications, 7(3), 341-352.
  • Katz, E ve Lazarsfeld, P.E. (1955) Personal Influence: The Part Played by People in the Flow of Mass Communications. Glencoe, IL: The Free Press.
  • Kemp, S. (2017). “Digital in 2017 Global Overview.” https://wearesocial.com/special-reports/digital-in-2017-global-overview.
  • Lerrthaitrakul, Wve Panjakajornsak, V. (2014). The impact of electronic word-of-mouth factors on consumers' buying decision-making processes in the low cost carriers: a conceptual framework. International Journal of Trade, Economics and Finance, 5(2), 142-146.
  • Persson, S., Pettersson, Sve Thunberg, R. (2015). Är företagen maktlösta?: En studie om hur tjänsteverksamheter kan gynnas av eWOM. Lisans Tezi, Linnaeus University, School of Business and Economics.
  • Sun, T., Youn, S., Wu, Gve Kuntaraporn, M. (2006). Online word‐of‐mouth (or mouse): An exploration of its antecedents and consequences. Journal of Computer‐Mediated Communication, 11(4), 1104-1127.
  • Tseng, W. C. (2012). A Study of Online Word of Mouth of Service Quality in Airline Industry: A Case of Backpackers. com. Yayınlanmış Yüksek Lisans Tezi. National Taiwan University of Science and Technology. Yönetim Okulu
Toplam 19 adet kaynakça vardır.

Ayrıntılar

Bölüm Araştırma Makaleleri
Yazarlar

Bahri Baran Koçak

Yayımlanma Tarihi 25 Temmuz 2017
Gönderilme Tarihi 1 Temmuz 2017
Yayımlandığı Sayı Yıl 2017

Kaynak Göster

APA Koçak, B. B. (2017). A REVIEW ON ELECTRONIC WORD-OF-MOUTH (EWOM) IN AIRLINE SECTOR. Journal of Aviation, 1(1), 26-31. https://doi.org/10.30518/jav.325420

Journal of Aviation - JAV 


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