Understanding why consumers engage in electronic word-of-mouth communication: Perspectives from theory of planned behavior and justice theory
作者：
Highlights：
• Consumers’ positive and negative eWOM Intentions are related to diverse antecedents.
• Consumers who intend to post positive eWOM are more driven by attitude.
• Consumers who consider posting negative eWOM are more driven subjective norm.
• For negative experience, satisfaction is largely driven by distributive justice.
• For positive experience, interactional and procedural justice influence satisfaction.
摘要
•Consumers’ positive and negative eWOM Intentions are related to diverse antecedents.•Consumers who intend to post positive eWOM are more driven by attitude.•Consumers who consider posting negative eWOM are more driven subjective norm.•For negative experience, satisfaction is largely driven by distributive justice.•For positive experience, interactional and procedural justice influence satisfaction.
论文关键词：Electronic word-of-mouth (eWOM) communication,Theory of planned behavior,Justice theory,Satisfaction
论文评审过程：Received 3 March 2015, Revised 17 September 2015, Accepted 17 September 2015, Available online 9 October 2015, Version of Record 7 December 2015.
论文官网地址：https://doi.org/10.1016/j.elerap.2015.09.003
