Electronic Word-of-Mouth: Motives for and Consequences of Reading Customer Articulations on the Internet

The Internet makes it possible for consumers to obtain electronic word of mouth from other consumers. Customer comments articulated via the Internet are available to a vast number of other customers, and therefore can be expected to have a significant impact on the success of goods and services. This paper derives several motives that explain why customers retrieve other customers’ on-line articulations from Webbased consumer-opinion plat forms. The relevance of these motives and their impact on consumer buying and communication behavior are tested in a large-scale empirical study. The results illustrate that consumers read on-line articulations mainly to save decisionmaking time and make better buying decisions. Structural equation modeling shows that their motives for retrieving on-line articulations strongly influence their behavior.