Understanding customer experiences in online blog environments

Hsuan Yu Hsu and Hung-Tai Tsou

International Journal of Information Management, 2011, vol. 31, issue 6, 510-523

Abstract: Blogs have recently become an influential medium and have demonstrated enormous marketing power. Consumers can freely conduct ongoing information searches through this new channel. However, the credibility of blogs plays an important role in creating opportunities for positive customer experiences that can shape consumers’ product/service purchase intentions and decisions. In light of this observation, this study proposes a theoretical framework that delineates the relationship among information credibility, customer experiences, and purchase intention in the blog environment. Data collected from 468 subjects in specific corporate blogs provide support for the proposed model using partial least squares (PLS). The results indicate that information credibility is critical for facilitating customer experiences, which, in turn, is necessary to enhance purchase intention. Additionally, greater involvement with blog significantly increases the effect of customer experiences on purchase intention. The detailed theoretical and managerial implications are presented.

Keywords: Experiential marketing; Customer experiences; Information credibility; Involvement; Corporate blogs (search for similar items in EconPapers)
Date: 2011
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Citations: View citations in EconPapers (13)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:ininma:v:31:y:2011:i:6:p:510-523

DOI: 10.1016/j.ijinfomgt.2011.05.003

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