Wen Chang

Texas A&M University

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Yu Chun Chung

Tamkang University

Shu-Hsien Liao

Tamkang University

James A. Busser

University of Nevada, Las Vegas

Sarah Tanford

University of Nevada, Las Vegas

Yong Lian

Shanghai Jiao Tong University

Sun Jie

California State Polytechnic University

Juan M. Madera

University of Houston

Anyu Liu

Northumbria University

Yen-Kuang Chen

Alibaba Group (China)

Lisa Cain

Florida International University

Cooperative Institutions

University of Nevada, Las Vegas

University of Houston

IEEE Computer Society

Institute of Electrical and Electronics Engineers

Hong Kong Polytechnic University

National University of Singapore

Dongbei University of Finance and Economics

University at Buffalo, State University of New York

University of Pavia

Instituto de Microelectrónica de Sevilla

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Exploring the influence of emotionality and expertise on online wine reviews: does greater knowledge lead to less review?

International Journal of Contemporary Hospitality Management (2024)

Xiaoxiao Qi Wen Chang Anyu Liu Sun Jie Mengyu Fan

Purpose Wine producers and marketing professionals increasingly recognize the significance of online wine reviews. Emotions have long been acknowledged as influential in online review behaviors. However, considering the multisensory nature of the wine experience, consumers’ wine expertise also plays a substantial role. Hence, this study aims to examine the online review behaviors exhibited by wine consumers through the dual lens of wine expertise and emotionality. Design/methodology/approach Two studies were conducted to address the research question. Study 1 explored the relationship among expertise, emotionality and review behaviors using a panel data model, with a data set consisting of 4,600,922 reviews from Vivino.com. Study 2 used a multigroup structural equation modeling (SEM) analysis using data obtained from an online survey. Study 2 aimed to investigate the interactive impact of emotionality and expertise on online review intention mediated by customer engagement. Findings The findings from Study 1 demonstrated a positive correlation between emotionality and online wine reviews. In addition, expertise displayed a bell-shaped relationship with both emotionality and online wine reviews. Study 2, in turn, uncovered that novices and experts experienced a direct influence of emotionality on their review intentions. In contrast, for those classified as ordinary, the influence of emotionality on review intention occurred indirectly through the mediation of customer engagement. Originality/value This paper extends the current literature on online wine review by integrating the effect of emotion and expertise on online wine review behaviors, expanding the examination of Dunning–Kruger effect in the wine literature. It also adds value by introducing emotionality and the Evaluative Lexicon into the hospitality literature, extending the measurement of emotion from valence and extremity to a third dimension, emotionality, in hospitality and wine domains.

Computer-assisted web interviewing

Value (mathematics)

10.1108/ijchm-08-2023-1302

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Citations (2)

Too generous to be fair? Experiments on the interplay of what, when, and how in data breach recovery of the hotel industry

Tourism Management (2021)

Xuhui Wang Xuequn Wang Zilong Liu Wen Chang Yuansi Hou

Data breach

10.1016/j.tourman.2021.104420

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Long live friendship? Relationships among friendship, trust and brand loyalty: a study of Starbucks

International Journal of Web Based Communities (2018)

Yu Chun Chung Shu-Hsien Liao Wen Chang

Undoubtedly, Facebook has become a rapidly emerging social media during recent decades. It has not only successfully expanded the traditional 'consumer-brand' relationship from the physical channels to the virtual ones, but also shaped complete interaction/communication model between corporate brand and consumers by aggressively build up its brand community. Though Starbucks has already been a well-known brand in Taiwan, few of social media studies has concerned with the influence of friendship and trust on fan's brand loyalty. In view of this, this study based on 340 valid fan samples from Starbuck's fan pages used structural equation modelling (SEM) to validate the research hypotheses. The empirical findings showed that friendship and trust both impact fans' brand loyalty to Starbucks while friendship also influenced trust. Besides, the moderated effect of consumer personality partially existed in our research model.

Brand relationship

Brand Loyalty

Empirical Research

10.1504/ijwbc.2018.096244

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Citations (8)

Customer Lifetime Value: A Review

Social Behavior and Personality An International Journal (2012)

Wen Chang Chang Chen Qianpin Li

The concept of regarding customers as assets that should be managed and whose value should be measured is now accepted and recognized by academics and practitioners. This focus on customer relationship management makes it extremely important to understand customer lifetime value (CLV) because CLV models are an efficient and effective way to evaluate a firm's relationship with its customers. Assessment of CLV is especially important for firms in implementing customer-oriented services. In this paper we provide a critical review of the literature on the development process and applications of CLV.

Customer Lifetime Value

Customer value

Value (mathematics)

Customer Relationship Management

Customer Equity

Customer intelligence

10.2224/sbp.2012.40.7.1057

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Citations (43)

IEEE Transactions on Circuits and Systems for Video Technology publication information

IEEE Transactions on Circuits and Systems for Video Technology (2018)

Yong Lian Wen Chang Franco Maloberti Via Ferrata Hoon Myung

10.1109/tcsvt.2018.2833172

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Student Perceptions towards Using Clickers and Lecture Software Applications in Hospitality Lecture Courses

Journal of Teaching in Travel & Tourism (2015)

Alison J. Green Wen Chang Sarah Tanford Lisa Moll

Personal response systems (i.e., "clickers") have been used in classes for about 10 years, whereas lecture software that students access on their own devices is a relatively new technology in education. This study examined student engagement by integrating technology to promote active learning in lecture classrooms. A quasi-experiment was conducted to evaluate students' perceptions of clickers and lecture software applications compared to traditional lecture methods in three sections of the same hospitality undergraduate course. The findings revealed that "clickers" enhanced student engagement whereas a lecture software application did not. The findings have implications for using technology to enhance student learning.

Hospitality

Student Engagement

10.1080/15313220.2014.999738

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Citations (36)

Interactivity, engagement, trust, purchase intention and word-of-mouth: a moderated mediation study

International Journal of Services Technology and Management (2019)

Shu-Hsien Liao Yu Chun Chung Wen Chang

This paper presents a model of influence of interactivity and engagement on hotel customers' purchase intention and word-of-mouth by simultaneously including trust as a mediator, analyses the direct and indirect effects among these constructs and examines the moderated mediation effect of brand loyalty. In the proposed model, purchase intention and word-of-mouth are indirectly affected by interactivity and engagement respectively in the hospitality industry, via the mediation of trust. Besides, the indirect effect of interactivity on purchase intention and engagement on word-of-mouth through trust will be stronger with higher brand loyalty than for those with lower brand loyalty. Empirical testing using a survey of 408 Taiwan consumers in hospitality and tourism confirms our hypothesised effects. Finally, managerial implications and limitations of our findings are discussed.

Interactivity

Word of mouth

Hospitality

Moderated mediation

10.1504/ijstm.2019.098203

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Citations (22)

IEEE Transactions on Multimedia society information

IEEE Transactions on Multimedia (2014)

Wen Chang Editor-In-Chief Chen Farshad Fotouhi Yong Lian Yen-Kuang Chen

10.1109/tmm.2013.2294428

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