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This study aims at building a framework for the electronic word-of-mouth (eWOM) response under the social media environment. The elaboration likelihood model was adopted to explain how message source credibility and message appeal jointly influence the eWOM response process, while source credibility provides a central route and message appeal plays a peripheral route for information processing.

This study used a scenario design to test the decision behavior in the Facebook environment through message content manipulation. A convenience sampling method was adopted in this study. We collected 203 valid questionnaires and tested this research model with LISREL 8.8. This study used a two-stage structural equation modeling data analysis method with LISREL 8.8, by which the measurement model was assessed through confirmatory factor analysis for the reliability and validity of the research model, and the causal relationship among factors was assessed through exploratory factor analysis .

The results showed that 53% variance of eWOM responses could be explained by message source credibility and emotional message appeal from the elaboration likelihood model perspective. Message source credibility plays a central role in the social media environment. The model was further tested with a demographic profile analysis for both gender and age. It is found that a female user is influenced by both source credibility and emotional appeal, but a male user is only influenced by message source credibility. The mature age group is more responsive to eWOM messages.

The sample might not represent all social networking sites (SNS) users. The participants represent a small segment of the Facebook population around the globe. Secondly, this research design could be improved by using more recreational messages to test the effects of message appeal and message source credibility. Thirdly, the mobile phone is a type of physical product rather than an experiential product. Future studies could try to identify the same eWOM determinants with different SNS functions, for example, the inbox message function. Similarly, Facebook users are allowed to use both text and pictures to disseminate promotional messages.

This study provides an insight for SNS administrators regarding the determinants of driving more customer responses toward a message. Message source credibility and message appeal are identified as the antecedents for eWOM responses in SNS. Companies could make use of this finding to improve their marketing communication strategy in SNS. The finding can inform administrators of the importance of focusing on both customers’ psychological state and message attributes during the dissemination of promotional messages to improve the efficiency of the promotional effort. Companies aimed at receiving different types of eWOM responses in SNS may need to consider other factors for creating their promotional messages.

Previous studies have mainly identified factors influencing eWOM responses from the people-centered variables such as personal traits and social relationships. This study proposes that the eWOM response is a dual information processing process that can be explained by the ELM. When a user processes information in SNS, he follows both the central route and the peripheral route (i.e. source credibility and message appeal) which can influence the eWOM response. It is the first time that the source credibility is investigated as the central route in ELM model.

Based on message source theory, the purpose of this paper is to use positive electronic word‐of‐mouth (eWOM) settings to examine the influence of message source credibility on brand attitude (brand trust, brand affection, and purchase intention). The current study also uses the elaboration likelihood model to examine the moderating effect of product involvement on the relationships between message appeals (rational vs emotional) and brand attitude, as well as between message source credibility and brand attitude.

Data were collected via internet questionnaires. Based on the internet investigation and pretest, this study chose the stimuli for research products, virtual brands, eWOM, and message source credibility. Via a 2 (notebooks vs shampoo) *2 (appeal: rational vs emotional) experimental design, 211 effective samples were collected to verify the hypotheses of this study.

The results, for both notebooks and shampoo, are: the positive eWOM message with higher message source credibility indicates a better brand attitude than the eWOM message with lower message source credibility, and this effect is not moderated by the degree of product involvement, indicating its robustness. Second, with a high degree of product involvement, the rational appeal indicates a better brand attitude than the emotional appeal; no significant difference is found when product involvement drops to a low level.

Previous research investigating the moderating effect of involvement on the effects of message‐appeal types and the message source credibility of eWOM is rare. The main contribution of this study is to fill this gap.

This study aims to address the credibility effects of refutational versus non-refutational two-sided messages. Additionally, it aims to unravel the moderating role of issue ambivalence and argument type.

A 2 × 2 × 2 between-subjects factorial experimental design (N = 853 adolescents) investigates the effect of eight anti-binge drinking and anti-marijuana messages on source and message credibility.

The results show that refutation increases credibility compared to non-refutation. Additionally, a three-way interaction effect is found: credibility depends on the ambivalence of the issue and the argument type.

First, this study clarifies the inconsistencies found in previous literature regarding (non-)refutational two-sided messages by addressing two important (and so far neglected) moderating variables. Second, we provide useful new insights for health practitioners who develop campaigns to prevent drug abuse among adolescents.

Disaster information is an important resource for flood preparedness, however, the transition of information provision to preparedness and consequently to damage reduction is complex. The nature of complexity has made it imperative to provide context-specific evidence on how disaster information provision influences intentions to prepare for flood hazard. This paper seeks to investigate how message clarity and source credibility mediate and moderate the relationship between information sufficiency and intentions to prepare. This paper aims to provide valuable insights into the relationship between the major components of disaster communication and their influence on intentions to prepare.

The study used a cross-sectional survey design to test the relationship between information sufficiency, message clarity and source credibility. A total of 1,064 questionnaire surveys were conducted on a face-to-face basis. The data collection was done in one month with ten research assistants. Participants of the study were randomly selected from adults over 18-years old who have lived in the study areas for at least three years. Responses from participants were analysed using a structural equation modelling (SEM) technique and SPSS AMOS version 24 software.

Findings suggest that the information sufficiency-intentions to prepare relationship is enhanced when adequate disaster information communicated is clear and from a credible source. This implies that policymakers and risk communicators need to critically assess the clarity of disaster information content and the credibility of the source in the dissemination of information during the communication process. It also provides a better understanding of the factors that influence people’s intentions to prepare for flood hazards.

This current study did not account for the specific nature or content of information necessary to increase message clarity and source credibility for disaster preparedness. In addition, the study did not cover the channels of communication ideal to stimulate people’s intentions to flood preparedness. Although these do not undermine the significance of the present study, they present entry points for further studies. In view of the on-going urbanisation dynamics and the complex socio-spatial patterns emerging in the Greater Accra Area, it is recommended that further studies explore the channels of communication that will suit the diverse socio-spatial profile of residents (e.g. age, location, ethnicity, etc.).

While a plethora of studies emphasize the role of source credibility, information sufficiency and message clarity towards disaster preparedness, there is at present little evidence on the mediating and moderating role of the communication variables. In this study, we propose and test the mediating and moderating role of message clarity and source credibility on the relationship between information sufficiency and intentions to prepare. The findings of this paper provide other incentives that encourage message audiences to take up precautionary measures towards flood hazards. In addition, with a view that people fail to prepare because of lack of sufficient information, the study findings suggest that the provision of sufficient information may enhance preparedness.

The purpose of this research is to help tourism marketers maximize the persuasiveness of their websites toward the objective of increasing visitation to their destination.

The paper describes a two‐part research project: a content analysis of websites to determine the most frequently used elements; and an experiment wherein respondents view one of ten randomly assigned websites and complete a survey about the credibility, message strength, and persuasiveness of that site.

Results support the importance of message credibility to message strength, and that both may impact on change of propensity to visit a destination. It also points out new information about website elements. While more organic website elements such as testimonials and web cams are expected to affect the most change, they do not. Rather, information on fundamental elements such as accommodations and attractions has the most effect on message credibility, and on respondents' change in propensity to visit a destination.

Substantial differences exist in the persuasiveness of various tourism websites. Website elements concerning basic information seem to induce the most positive changes. Therefore, funds and energy to develop and maintain novel website elements such as web cams, guest books, message boards and e‐cards may not be worth the effort when it comes to increasing visitation.

This study aims to explore how source type can influence organizational assets proposed by source credibility theory (SCT) when paired with matched situational crisis communication theory (SCCT) strategies for accidental, preventable, and victim crises. Crisis communication delivered online provides an invaluable outlet for organizations to disperse information to stakeholders quickly. It has been shown that receivers of this information have motivational assumptions about sources having their own agenda for producing content. Thus, it is important to explore how sources tasked with delivering crisis responses can influence perceptions of the sincerity and credibility of the message.

The researchers conducted a 3 (crisis response: matched accidental, matched preventable, matched victim) × 3 (source type: organization, CEO, The New York Times) online between-subjects experimental design (N = 623).

By identifying how the source disseminating crisis responses influences message perceptions, findings from this study recognize how the crisis response is situated in a greater context. Since perceived sincerity and credibility were found to influence message acceptance and reputation, making intentional decisions that acknowledge both within a crisis communication strategy may benefit both future practice and research applications.

The current study advances understandings afforded by SCCT, along with SCT, by experimentally testing the influence of these variables within crisis responses on outcomes such as account acceptance and organizational reputation.

This paper aims to investigate the effectiveness of message framing and source credibility on attitudes, intentions and beliefs about attributes of teeth whitening products. Although each of these variables, message framing and credibility, has been explored individually, few attempts have been made to investigate them jointly. This study aims to base itself on a full factorial design that allows for testing of interaction effects. Similar investigations in marketing limit their inquiries primarily to attitudes and intentions as dependent variables. This study goes further in that it also aims to investigate the effect of framing and credibility on the salient attributes of products. Third, the market for whitening products is maturing, resulting in a target market that is gaining knowledge about these products. Thus, the paper seeks to use knowledge as a covariate in the above investigation to determine if the communication strategy should be changed as the product moves from introduction to maturity.

The study is based on a 2 × 2 factorial design with framing (positive‐negative) and credibility (high‐low). The setting for the study is a hypothetical brand name of teeth whitening products.

The results reveal that positive framing is more effective in changing attitudes and intentions. However, the effects of framing and credibility are significant in changing beliefs related to the product's attributes. Although the covariate knowledge is significant, the findings indicate that communication strategy need not change as the product moves from introduction to maturity.

Caution is advised in extrapolating the results beyond the issues investigated in the study.

The findings help marketers in formulating effective strategies.

The focus of most research studies in marketing is on changing attitudes and intentions. This research also includes the change in beliefs regarding the attributes of the product. Prior research on framing is tilted towards the use of negative framing. The findings of this study suggest using positive or gain‐framed messages.

The study examined how consumers responded to apparel advertisements with varying environmental claims. Respondents were 274 undergraduate students at a US university. Three attitudinal perceiver variables (environmental knowledge, concern and commitment) were analysed in relation to perceptions of credibility of environmental messages. Although significant differences in perceptions of credibility among certain types of environmental ad claims were found, results suggest that the sample of consumers did not respond more positively to advertisements with environmental messages. Environmental advertisement claims were not effective in generating more positive consumer response to apparel advertisements.

To investigate the influence of message framing and message credibility on one's attitude and intention toward exercise and fitness activities.

A sample of 136 respondents participated in the study. A 2 × 2 factorial design was utilized and tested using multivariate analysis of variance (MANOVA).

The findings reveal the significance of source credibility for influencing both attitude and intention toward exercise and fitness activities. Additionally, the results reveal a significant impact of current lifestyle on attitude as well as intention toward exercise and fitness activities.

The findings suggest the importance of carefully designed messages to reach and affect a target population whose exercise activity has been largely unaffected despite years of public pronouncements and publicity.

Service marketers could most effectively encourage physical activity by utilizing highly credible sources in their messages. If high credibility sources cannot be secured, positively framed messages should be used.

The interaction effects of message framing and source credibility have received limited research attention, particularly in the exercise and fitness context.

The purpose of this paper is to provide a comprehensive review on electronic word-of-mouth (eWOM) credibility. Further, the authors propose a comprehensive and integrated model on eWOM credibility.

The authors conducted a systematic review of the extant literature on marketing, sociology and psychology to identify the factors that affect eWOM credibility. Further, the authors developed themes and identified factors which lead to eWOM credibility.

Four factors were identified, i.e. content, communicator, context and consumer, which affect eWOM credibility. Several variables associated with these four factors were identified, which result in eWOM credibility. Further, the authors developed 22 propositions to explain the causal relationship between these variables and eWOM credibility.

The conceptual model needs empirical validation across various eWOM platforms, i.e. social networking websites, e-commerce websites, etc.

Managers and e-commerce vendors can use these inputs to develop specific design elements and assessment tools which can help consumers to identify credible eWOM messages. Credible eWOM messages, in turn, will increase the “trust” and “loyalty” of the customers on e-commerce vendors.

This paper provides a conclusive takeaway of eWOM credibility literature by integrating multiple perspectives and arguments from the extant literature. This study also presents an integrated model, which provides a theoretical framework for researchers to further examine the interaction effect of various variables, which results in eWOM credibility.

The peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-06-2020-0263