{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,12]],"date-time":"2026-06-12T20:07:55Z","timestamp":1781294875269,"version":"3.54.1"},"reference-count":101,"publisher":"Springer Science and Business Media LLC","issue":"1","license":[{"start":{"date-parts":[[2018,3,27]],"date-time":"2018-03-27T00:00:00Z","timestamp":1522108800000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"funder":[{"DOI":"10.13039\/501100002724","name":"American University of Sharjah","doi-asserted-by":"publisher","award":["N\/A"],"award-info":[{"award-number":["N\/A"]}],"id":[{"id":"10.13039\/501100002724","id-type":"DOI","asserted-by":"publisher"}]}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["Inf Syst Front"],"published-print":{"date-parts":[[2020,2]]},"DOI":"10.1007\/s10796-018-9849-4","type":"journal-article","created":{"date-parts":[[2018,3,27]],"date-time":"2018-03-27T05:08:04Z","timestamp":1522127284000},"page":"113-130","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":113,"title":["Dissatisfaction, Disconfirmation, and Distrust: an Empirical Examination of Value Co-Destruction through Negative Electronic Word-of-Mouth (eWOM)"],"prefix":"10.1007","volume":"22","author":[{"given":"Kichan","family":"Nam","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Jeff","family":"Baker","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Norita","family":"Ahmad","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Jahyun","family":"Goo","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"297","published-online":{"date-parts":[[2018,3,27]]},"reference":[{"issue":"3","key":"9849_CR1","doi-asserted-by":"publisher","first-page":"291","DOI":"10.1177\/002224376700400308","volume":"4","author":"J Arndt","year":"1967","unstructured":"Arndt, J. (1967). Role of product-related conversations in the diffusion of a new product. Journal of Marketing Research, 4(3), 291\u2013295.","journal-title":"Journal of Marketing Research"},{"issue":"3","key":"9849_CR2","doi-asserted-by":"publisher","first-page":"351","DOI":"10.2307\/3250921","volume":"25","author":"A Bhattacherjee","year":"2001","unstructured":"Bhattacherjee, A. (2001). Understanding information systems continuance: an expectation-confirmation model. MIS Quarterly, 25(3), 351\u2013370.","journal-title":"MIS Quarterly"},{"issue":"4","key":"9849_CR3","doi-asserted-by":"publisher","first-page":"805","DOI":"10.2307\/25148755","volume":"30","author":"A Bhattacherjee","year":"2006","unstructured":"Bhattacherjee, A., & Sanford, C. (2006). Influence processes for information technology acceptance: An elaboration likelihood model. MIS Quarterly, 30(4), 805\u2013825.","journal-title":"MIS Quarterly"},{"issue":"4","key":"9849_CR4","doi-asserted-by":"publisher","first-page":"399","DOI":"10.1016\/0022-4359(93)90015-B","volume":"69","author":"JG Blodgett","year":"1993","unstructured":"Blodgett, J. G., Granbois, D. H., & Walters, R. G. (1993). The effects of perceived justice on complainants' negative word-of-mouth behavior and Repatronage intentions. Journal of Retailing, 69(4), 399\u2013428.","journal-title":"Journal of Retailing"},{"issue":"4","key":"9849_CR5","doi-asserted-by":"publisher","first-page":"377","DOI":"10.1177\/0092070303254412","volume":"31","author":"R Bougie","year":"2003","unstructured":"Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry customers Don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services. Journal of the Academy of Marketing Science, 31(4), 377\u2013393.","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"1","key":"9849_CR6","doi-asserted-by":"publisher","first-page":"1","DOI":"10.2308\/bria-50651","volume":"26","author":"DM Brandon","year":"2013","unstructured":"Brandon, D. M., Long, J. H., Loraas, T. M., Mueller-Phillips, J., & Vansant, B. (2013). Online instrument delivery and participant recruitment services: emerging opportunities for behavioral accounting research. Behavioral Research in Accounting, 26(1), 1\u201323.","journal-title":"Behavioral Research in Accounting"},{"key":"9849_CR7","doi-asserted-by":"publisher","first-page":"264","DOI":"10.1016\/j.tourman.2017.04.014","volume":"62","author":"P Buonincontri","year":"2017","unstructured":"Buonincontri, P., Morvillo, A., Okumus, F., & van Niekerk, M. (2017). Managing the experience co-creation process in tourism destinations: Empirical findings from Naples. Tourism Management, 62, 264\u2013277.","journal-title":"Tourism Management"},{"issue":"2","key":"9849_CR8","doi-asserted-by":"publisher","first-page":"221","DOI":"10.1007\/s10796-009-9192-x","volume":"13","author":"S Burgess","year":"2011","unstructured":"Burgess, S., Sellitto, C., Cox, C., & Buultjens, J. (2011). Trust perceptions of online travel information by different content creators: Some social and legal implications. Information Systems Frontiers, 13(2), 221\u2013235.","journal-title":"Information Systems Frontiers"},{"issue":"1","key":"9849_CR9","doi-asserted-by":"publisher","first-page":"218","DOI":"10.1016\/j.dss.2012.01.015","volume":"53","author":"CM Cheung","year":"2012","unstructured":"Cheung, C. M., & Lee, M. K. (2012). What drives consumers to spread electronic word of mouth in online consumer-opinion platforms. Decision Support Systems, 53(1), 218\u2013225.","journal-title":"Decision Support Systems"},{"issue":"1","key":"9849_CR10","doi-asserted-by":"publisher","first-page":"461","DOI":"10.1016\/j.dss.2012.06.008","volume":"54","author":"CM Cheung","year":"2012","unstructured":"Cheung, C. M., & Thadani, D. R. (2012). The impact of electronic word-of-mouth communication: a literature analysis and integrative model. Decision Support Systems, 54(1), 461\u2013470.","journal-title":"Decision Support Systems"},{"issue":"4","key":"9849_CR11","doi-asserted-by":"publisher","first-page":"9","DOI":"10.2753\/JEC1086-4415130402","volume":"13","author":"MY Cheung","year":"2009","unstructured":"Cheung, M. Y., Luo, C., Sia, C. L., & Chen, H. (2009). Credibility of electronic word-of-mouth: informational and normative determinants of on-line consumer recommendations. International Journal of Electronic Commerce, 13(4), 9\u201338.","journal-title":"International Journal of Electronic Commerce"},{"key":"9849_CR12","doi-asserted-by":"crossref","unstructured":"Cheung, C. M., Xiao, B., & Liu, I. L. (2012). The impact of observational learning and electronic word of mouth on consumer purchase decisions: The moderating role of consumer expertise and consumer involvement. 2012 45th Hawaii International Conference on System Science (HICSS): IEEE, pp. 3228\u20133237.","DOI":"10.1109\/HICSS.2012.570"},{"issue":"3","key":"9849_CR13","doi-asserted-by":"publisher","first-page":"345","DOI":"10.1509\/jmkr.43.3.345","volume":"43","author":"JA Chevalier","year":"2006","unstructured":"Chevalier, J. A., & Mayzlin, D. (2006). The effect of word of mouth on sales: online book reviews. Journal of Marketing Research, 43(3), 345\u2013354.","journal-title":"Journal of Marketing Research"},{"key":"9849_CR14","first-page":"295","volume-title":"Modern Methods for Business Research","author":"WW Chin","year":"1998","unstructured":"Chin, W. W. (1998). The partial least squares approach to structural equation modeling. In G. A. Marcoulides (Ed.), Modern Methods for Business Research (pp. 295\u2013336). London: Psychology Press."},{"key":"9849_CR15","doi-asserted-by":"publisher","first-page":"130","DOI":"10.1016\/j.techfore.2015.03.004","volume":"96","author":"N Chung","year":"2015","unstructured":"Chung, N., Lee, H., Lee, S. J., & Koo, C. (2015). The influence of tourism website on tourists' behavior to determine destination selection: a case study of creative economy in Korea. Technological Forecasting and Social Change, 96, 130\u2013143.","journal-title":"Technological Forecasting and Social Change"},{"issue":"1","key":"9849_CR16","doi-asserted-by":"publisher","first-page":"77","DOI":"10.1016\/j.tele.2015.05.005","volume":"33","author":"N Chung","year":"2016","unstructured":"Chung, N., Nam, K., & Koo, C. (2016). Examining information sharing in social networking communities: applying theories of social capital and attachment. Telematics and Informatics, 33(1), 77\u201391.","journal-title":"Telematics and Informatics"},{"issue":"2","key":"9849_CR17","doi-asserted-by":"publisher","first-page":"149","DOI":"10.2753\/MIS0742-1222230207","volume":"23","author":"EK Clemons","year":"2006","unstructured":"Clemons, E. K., Gao, G. G., & Hitt, L. M. (2006). When online reviews meet hyperdifferentiation: a study of the craft beer industry. Journal of Management Information Systems, 23(2), 149\u2013171.","journal-title":"Journal of Management Information Systems"},{"issue":"6","key":"9849_CR18","doi-asserted-by":"publisher","first-page":"613","DOI":"10.1002\/jtr.2029","volume":"17","author":"I Confente","year":"2015","unstructured":"Confente, I. (2015). Twenty-five years of word-of-mouth studies: a critical review of tourism research. International Journal of Tourism Research, 17(6), 613\u2013624.","journal-title":"International Journal of Tourism Research"},{"issue":"4","key":"9849_CR19","doi-asserted-by":"publisher","first-page":"290","DOI":"10.1057\/dddmp.2014.21","volume":"15","author":"H Dancer","year":"2014","unstructured":"Dancer, H., Filieri, R., & Grundy, D. (2014). eWOM in online customer support communities: key variables in information quality and source credibility. Journal of Direct, Data and Digital Marketing Practice, 15(4), 290\u2013305.","journal-title":"Journal of Direct, Data and Digital Marketing Practice"},{"issue":"3","key":"9849_CR20","doi-asserted-by":"publisher","first-page":"319","DOI":"10.2307\/249008","volume":"13","author":"FD Davis","year":"1989","unstructured":"Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319\u2013339.","journal-title":"MIS Quarterly"},{"issue":"6","key":"9849_CR21","first-page":"147","volume":"44","author":"E Dichter","year":"1966","unstructured":"Dichter, E. (1966). How word-of-mouth advertising works. Harvard Business Review, 44(6), 147\u2013160.","journal-title":"Harvard Business Review"},{"issue":"4","key":"9849_CR22","doi-asserted-by":"publisher","first-page":"378","DOI":"10.1177\/0047287510371694","volume":"50","author":"A Dickinger","year":"2011","unstructured":"Dickinger, A. (2011). The trustworthiness of online channels for experience-and goal-directed search tasks. Journal of Travel Research, 50(4), 378\u2013391.","journal-title":"Journal of Travel Research"},{"issue":"2","key":"9849_CR23","doi-asserted-by":"publisher","first-page":"193","DOI":"10.1089\/cpb.2008.0109","volume":"12","author":"S-J Doh","year":"2009","unstructured":"Doh, S.-J., & Hwang, J.-S. (2009). How consumers evaluate eWOM (electronic word-of-mouth) messages. Cyberpsychology & Behavior, 12(2), 193\u2013197.","journal-title":"Cyberpsychology & Behavior"},{"issue":"4","key":"9849_CR24","doi-asserted-by":"publisher","first-page":"1007","DOI":"10.1016\/j.dss.2008.04.001","volume":"45","author":"W Duan","year":"2008","unstructured":"Duan, W., Gu, B., & Whinston, A. B. (2008). Do online reviews matter?\u2014An empirical investigation of panel data. Decision Support Systems, 45(4), 1007\u20131016.","journal-title":"Decision Support Systems"},{"issue":"3","key":"9849_CR25","doi-asserted-by":"publisher","first-page":"351","DOI":"10.1177\/1470593111408181","volume":"11","author":"P Echeverri","year":"2011","unstructured":"Echeverri, P., & Sk\u00e5l\u00e9n, P. (2011). Co-creation and co-destruction: a practice-theory based study of interactive value formation. Marketing Theory, 11(3), 351\u2013373.","journal-title":"Marketing Theory"},{"issue":"2","key":"9849_CR26","doi-asserted-by":"publisher","first-page":"327","DOI":"10.1007\/s11747-010-0200-y","volume":"39","author":"B Edvardsson","year":"2011","unstructured":"Edvardsson, B., Tronvoll, B., & Gruber, T. (2011). Expanding understanding of service exchange and value co-creation: a social construction approach. Journal of the Academy of Marketing Science, 39(2), 327\u2013339.","journal-title":"Journal of the Academy of Marketing Science"},{"key":"9849_CR27","volume-title":"Consumer behavior","author":"JF Engel","year":"1995","unstructured":"Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1995). Consumer behavior (8th ed.). New York: Dryder.","edition":"8"},{"key":"9849_CR28","doi-asserted-by":"publisher","first-page":"174","DOI":"10.1016\/j.tourman.2015.05.007","volume":"51","author":"R Filieri","year":"2015","unstructured":"Filieri, R., Alguezaui, S., & McLeay, F. (2015). Why do travelers trust Tripadvisor? Antecedents of trust towards consumer-generated media and its influence on recommendation adoption and word of mouth. Tourism Management, 51, 174\u2013185.","journal-title":"Tourism Management"},{"key":"9849_CR29","doi-asserted-by":"publisher","first-page":"440","DOI":"10.1177\/002224378201900406","volume":"19","author":"C Fornell","year":"1982","unstructured":"Fornell, C., & Bookstein, F. L. (1982). Two structural equation models: LISREL and PLS applied to consumer exit-voice theory. Journal of Marketing Research, 19, 440\u2013452.","journal-title":"Journal of Marketing Research"},{"issue":"1","key":"9849_CR30","doi-asserted-by":"crossref","first-page":"39","DOI":"10.1177\/002224378101800104","volume":"18","author":"C Fornell","year":"1981","unstructured":"Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39\u201350.","journal-title":"Journal of Marketing Research"},{"issue":"2","key":"9849_CR31","doi-asserted-by":"publisher","first-page":"70","DOI":"10.1177\/002224299906300205","volume":"63","author":"E Garbarino","year":"1999","unstructured":"Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. The Journal of Marketing, 63(2), 70\u201387.","journal-title":"The Journal of Marketing"},{"issue":"2","key":"9849_CR32","doi-asserted-by":"publisher","first-page":"133","DOI":"10.1007\/s11747-012-0308-3","volume":"41","author":"C Gr\u00f6nroos","year":"2013","unstructured":"Gr\u00f6nroos, C., & Voima, P. (2013). Critical service logic: making sense of value creation and co-creation. Journal of the Academy of Marketing Science, 41(2), 133\u2013150.","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"1","key":"9849_CR33","doi-asserted-by":"publisher","first-page":"38","DOI":"10.1002\/dir.10073","volume":"18","author":"T Hennig-Thurau","year":"2004","unstructured":"Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: what motivates consumers to articulate themselves on the internet? Journal of Interactive Marketing, 18(1), 38\u201352.","journal-title":"Journal of Interactive Marketing"},{"key":"9849_CR34","unstructured":"Hossain, M. A., & Quaddus, M. (2012). Expectation\u2013confirmation theory in information systems research: a review and analysis. In Information Systems Theory (pp. 441\u2013469). New York: Springer."},{"issue":"6","key":"9849_CR35","doi-asserted-by":"publisher","first-page":"935","DOI":"10.1108\/14684521011099414","volume":"34","author":"K-L Hsiao","year":"2010","unstructured":"Hsiao, K.-L., Chuan-Chuan Lin, J., Wang, X.-Y., Lu, H.-P., & Yu, H. (2010). Antecedents and consequences of trust in online product recommendations: an empirical study in social shopping. Online Information Review, 34(6), 935\u2013953.","journal-title":"Online Information Review"},{"issue":"1","key":"9849_CR36","doi-asserted-by":"publisher","first-page":"46","DOI":"10.1016\/j.elerap.2014.11.003","volume":"14","author":"C-L Hsu","year":"2015","unstructured":"Hsu, C.-L., & Lin, J. C.-C. (2015). What drives purchase intention for paid mobile apps? An expectation confirmation model with perceived value. Electronic Commerce Research and Applications, 14(1), 46\u201357.","journal-title":"Electronic Commerce Research and Applications"},{"issue":"3","key":"9849_CR37","doi-asserted-by":"publisher","first-page":"160","DOI":"10.1016\/j.elerap.2008.11.001","volume":"8","author":"C-C Huang","year":"2009","unstructured":"Huang, C.-C., Lin, T.-C., & Lin, K.-J. (2009). Factors affecting pass-along email intentions (Paeis): integrating the social capital and social cognition theories. Electronic Commerce Research and Applications, 8(3), 160\u2013169.","journal-title":"Electronic Commerce Research and Applications"},{"issue":"4","key":"9849_CR38","doi-asserted-by":"publisher","first-page":"485","DOI":"10.2501\/S002184990707050X","volume":"47","author":"KH Hung","year":"2007","unstructured":"Hung, K. H., & Li, S. Y. (2007). The influence of eWOM on virtual consumer communities: social capital, consumer learning, and behavioral outcomes. Journal of Advertising Research, 47(4), 485\u2013495.","journal-title":"Journal of Advertising Research"},{"issue":"2","key":"9849_CR39","doi-asserted-by":"publisher","first-page":"182","DOI":"10.1108\/JOSM-12-2014-0323","volume":"26","author":"E Jaakkola","year":"2015","unstructured":"Jaakkola, E., Helkkula, A., & Aarikka-Stenroos, L. (2015). Service experience co-creation: conceptualization, implications, and future research directions. Journal of Service Management, 26(2), 182\u2013205.","journal-title":"Journal of Service Management"},{"issue":"1","key":"9849_CR40","doi-asserted-by":"publisher","first-page":"74","DOI":"10.1080\/08853134.2015.1111611","volume":"36","author":"JS Johnson","year":"2016","unstructured":"Johnson, J. S. (2016). Improving online panel data usage in sales research. Journal of Personal Selling & Sales Management, 36(1), 74\u201385.","journal-title":"Journal of Personal Selling & Sales Management"},{"key":"9849_CR41","volume-title":"Applied Multivariate Statistical Analysis","author":"RA Johnson","year":"2007","unstructured":"Johnson, R. A., & Wichern, D. W. (2007). Applied Multivariate Statistical Analysis (6th ed.). Upper Saddle River: Prentice Hall.","edition":"6"},{"issue":"2","key":"9849_CR42","doi-asserted-by":"publisher","first-page":"183","DOI":"10.2307\/249751","volume":"23","author":"E Karahanna","year":"1999","unstructured":"Karahanna, E., & Straub, D. W. (1999). Information technology adoption across time: a cross-sectional comparison of pre-adoption and post-adoption beliefs. MIS Quarterly, 23(2), 183\u2013213.","journal-title":"MIS Quarterly"},{"issue":"5","key":"9849_CR43","doi-asserted-by":"publisher","first-page":"447","DOI":"10.1108\/07363761011063349","volume":"27","author":"F Karakaya","year":"2010","unstructured":"Karakaya, F., & Ganim Barnes, N. (2010). Impact of online reviews of customer care experience on brand or company selection. Journal of Consumer Marketing, 27(5), 447\u2013457.","journal-title":"Journal of Consumer Marketing"},{"issue":"6","key":"9849_CR44","doi-asserted-by":"publisher","first-page":"672","DOI":"10.1108\/IJBM-09-2014-0121","volume":"33","author":"M Kashif","year":"2015","unstructured":"Kashif, M., & Zarkada, A. (2015). Value co-destruction between customers and frontline employees: a social system perspective. International Journal of Bank Marketing, 33(6), 672\u2013691.","journal-title":"International Journal of Bank Marketing"},{"issue":"2","key":"9849_CR45","doi-asserted-by":"publisher","first-page":"93","DOI":"10.1257\/jep.8.2.93","volume":"8","author":"ML Katz","year":"1994","unstructured":"Katz, M. L., & Shapiro, C. (1994). Systems competition and network effects. Journal of Economic Perspectives, 8(2), 93\u2013115.","journal-title":"Journal of Economic Perspectives"},{"issue":"3","key":"9849_CR46","doi-asserted-by":"publisher","first-page":"167","DOI":"10.1016\/j.intmar.2014.02.001","volume":"28","author":"RA King","year":"2014","unstructured":"King, R. A., Racherla, P., & Bush, V. D. (2014). What we know and don't know about online word-of-mouth: a review and synthesis of the literature. Journal of Interactive Marketing, 28(3), 167\u2013183.","journal-title":"Journal of Interactive Marketing"},{"issue":"2","key":"9849_CR47","doi-asserted-by":"publisher","first-page":"175","DOI":"10.1016\/j.im.2006.12.002","volume":"44","author":"H-H Kuan","year":"2007","unstructured":"Kuan, H.-H., & Bock, G.-W. (2007). Trust transference in brick and click retailers: an investigation of the before-online-visit phase. Information Management, 44(2), 175\u2013187.","journal-title":"Information Management"},{"issue":"1","key":"9849_CR48","doi-asserted-by":"publisher","first-page":"75","DOI":"10.1108\/13555850710720911","volume":"19","author":"H Lai Ying","year":"2007","unstructured":"Lai Ying, H., & Chung, C. M. (2007). The effects of single-message single-source mixed word-of-mouth on product attitude and purchase intention. Asia Pacific Journal of Marketing and Logistics, 19(1), 75\u201386.","journal-title":"Asia Pacific Journal of Marketing and Logistics"},{"issue":"3","key":"9849_CR49","doi-asserted-by":"publisher","first-page":"341","DOI":"10.1016\/j.elerap.2007.05.004","volume":"7","author":"J Lee","year":"2008","unstructured":"Lee, J., Park, D.-H., & Han, I. (2008). The effect of negative online consumer reviews on product attitude: an information processing view. Electronic Commerce Research and Applications, 7(3), 341\u2013352.","journal-title":"Electronic Commerce Research and Applications"},{"key":"9849_CR50","unstructured":"Lefebvre, I., & Pl\u00e9, L. (2011). Emergence of value co-destruction in B2B context. In Service Dominant Logic, Network & Systems Theory and Service Science: Integrating Three Perspectives for a New Service Agenda. Napoli: Giannini."},{"issue":"5","key":"9849_CR51","doi-asserted-by":"publisher","first-page":"683","DOI":"10.1016\/j.im.2004.04.003","volume":"42","author":"CS Lin","year":"2005","unstructured":"Lin, C. S., Wu, S., & Tsai, R. J. (2005). Integrating perceived playfulness into expectation-confirmation model for web portal context. Information Management, 42(5), 683\u2013693.","journal-title":"Information Management"},{"issue":"1","key":"9849_CR52","doi-asserted-by":"publisher","first-page":"114","DOI":"10.1037\/0021-9010.86.1.114","volume":"86","author":"MK Lindell","year":"2001","unstructured":"Lindell, M. K., & Whitney, D. J. (2001). Accounting for common method variance in cross-sectional research designs. Journal of Applied Psychology, 86(1), 114.","journal-title":"Journal of Applied Psychology"},{"issue":"8","key":"9849_CR53","doi-asserted-by":"publisher","first-page":"393","DOI":"10.1016\/j.im.2011.09.006","volume":"48","author":"Y Lu","year":"2011","unstructured":"Lu, Y., Yang, S., Chau, P. Y., & Cao, Y. (2011). Dynamics between the trust transfer process and intention to use mobile payment services: a cross-environment perspective. Information Management, 48(8), 393\u2013403.","journal-title":"Information Management"},{"issue":"12","key":"9849_CR54","doi-asserted-by":"publisher","first-page":"3412","DOI":"10.1287\/mnsc.2015.2304","volume":"62","author":"M Luca","year":"2016","unstructured":"Luca, M., & Zervas, G. (2016). Fake it till you make it: Reputation, competition, and Yelp review fraud. Management Science, 62(12), 3412\u20133427.","journal-title":"Management Science"},{"key":"9849_CR55","first-page":"153","volume-title":"Ideas in Marketing: Finding the New and Polishing the Old","author":"Javier Marcos-Cuevas","year":"2014","unstructured":"Marcos-Cuevas, J., Prior, D. D., and Enz, M. G. (2015). Value co-destruction in complex B2b relations: conceptualization and mechanisms. In Ideas in Marketing: Finding the New and Polishing the Old (pp. 153\u2013153). New York: Springer."},{"issue":"3","key":"9849_CR56","doi-asserted-by":"publisher","first-page":"709","DOI":"10.5465\/amr.1995.9508080335","volume":"20","author":"RC Mayer","year":"1995","unstructured":"Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709\u2013734.","journal-title":"Academy of Management Review"},{"issue":"3","key":"9849_CR57","doi-asserted-by":"publisher","first-page":"274","DOI":"10.1177\/1938965513481498","volume":"54","author":"S Meli\u00e1n-Gonz\u00e1lez","year":"2013","unstructured":"Meli\u00e1n-Gonz\u00e1lez, S., Bulchand-Gidumal, J., & Gonz\u00e1lez L\u00f3pez-Valc\u00e1rcel, B. (2013). Online customer reviews of hotels: as participation increases, better evaluation is obtained. Cornell Hospitality Quarterly, 54(3), 274\u2013283.","journal-title":"Cornell Hospitality Quarterly"},{"key":"9849_CR58","doi-asserted-by":"publisher","first-page":"96","DOI":"10.1016\/j.jretconser.2016.06.002","volume":"32","author":"A Munzel","year":"2016","unstructured":"Munzel, A. (2016). Assisting consumers in detecting fake reviews: the role of identity information disclosure and consensus. Journal of Retailing and Consumer Services, 32, 96\u2013108.","journal-title":"Journal of Retailing and Consumer Services"},{"key":"9849_CR59","volume-title":"Psychometric theory","author":"JC Nunnally","year":"1978","unstructured":"Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.","edition":"2"},{"issue":"4","key":"9849_CR60","doi-asserted-by":"publisher","first-page":"460","DOI":"10.1177\/002224378001700405","volume":"17","author":"RL Oliver","year":"1980","unstructured":"Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460\u2013469.","journal-title":"Journal of Marketing Research"},{"issue":"3","key":"9849_CR61","doi-asserted-by":"publisher","first-page":"327","DOI":"10.1177\/0170840607076002","volume":"28","author":"NB Peddibhotla","year":"2007","unstructured":"Peddibhotla, N. B., & Subramani, M. R. (2007). Contributing to public document repositories: a critical mass theory perspective. Organization Studies, 28(3), 327\u2013346.","journal-title":"Organization Studies"},{"key":"9849_CR62","doi-asserted-by":"publisher","DOI":"10.1007\/978-1-4612-4964-1","volume-title":"Communication and Persuasion: Central and Peripheral Routes to Attitude Change","author":"RE Petty","year":"1986","unstructured":"Petty, R. E., & Cacioppo, J. T. (1986). Communication and Persuasion: Central and Peripheral Routes to Attitude Change. New York: Springer-Verlag."},{"issue":"5","key":"9849_CR63","doi-asserted-by":"publisher","first-page":"847","DOI":"10.1037\/0022-3514.41.5.847","volume":"41","author":"RE Petty","year":"1981","unstructured":"Petty, R. E., Cacioppo, J. T., & Goldman, R. (1981). Personal involvement as a determinant of argument-based persuasion. Journal of Personality and Social Psychology, 41(5), 847.","journal-title":"Journal of Personality and Social Psychology"},{"issue":"6","key":"9849_CR64","doi-asserted-by":"publisher","first-page":"430","DOI":"10.1108\/08876041011072546","volume":"24","author":"L Pl\u00e9","year":"2010","unstructured":"Pl\u00e9, L., & Chumpitaz C\u00e1ceres, R. (2010). Not always co-creation: introducing interactional co-destruction of value in service-dominant logic. Journal of Services Marketing, 24(6), 430\u2013437.","journal-title":"Journal of Services Marketing"},{"issue":"5","key":"9849_CR65","doi-asserted-by":"publisher","first-page":"879","DOI":"10.1037\/0021-9010.88.5.879","volume":"88","author":"PM Podsakoff","year":"2003","unstructured":"Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: a critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879.","journal-title":"Journal of Applied Psychology"},{"issue":"1","key":"9849_CR66","doi-asserted-by":"publisher","first-page":"631","DOI":"10.1016\/j.dss.2012.08.020","volume":"54","author":"L Qiu","year":"2012","unstructured":"Qiu, L., Pang, J., & Lim, K. H. (2012). Effects of conflicting aggregated rating on Ewom review credibility and diagnosticity: the moderating role of review valence. Decision Support Systems, 54(1), 631\u2013643.","journal-title":"Decision Support Systems"},{"issue":"1","key":"9849_CR67","doi-asserted-by":"publisher","first-page":"68","DOI":"10.1177\/002224298304700107","volume":"47","author":"ML Richins","year":"1983","unstructured":"Richins, M. L. (1983). Negative word-of-mouth by dissatisfied consumers: a pilot study. The Journal of Marketing, 47(1), 68\u201378.","journal-title":"The Journal of Marketing"},{"issue":"3","key":"9849_CR68","doi-asserted-by":"publisher","first-page":"246","DOI":"10.1016\/j.ausmj.2014.08.009","volume":"22","author":"N Robertson","year":"2014","unstructured":"Robertson, N., Polonsky, M., & McQuilken, L. (2014). Are my symptoms serious Dr Google? A resource-based typology of value co-destruction in online self-diagnosis. Australasian Marketing Journal, 22(3), 246\u2013256.","journal-title":"Australasian Marketing Journal"},{"issue":"3","key":"9849_CR69","doi-asserted-by":"publisher","first-page":"393","DOI":"10.5465\/amr.1998.926617","volume":"23","author":"DM Rousseau","year":"1998","unstructured":"Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). Not so different after all: a cross-discipline view of trust. Academy of Management Review, 23(3), 393\u2013404.","journal-title":"Academy of Management Review"},{"issue":"6","key":"9849_CR70","doi-asserted-by":"publisher","first-page":"1397","DOI":"10.1016\/j.tourman.2011.01.016","volume":"32","author":"I S\u00e1nchez-Garc\u00eda","year":"2011","unstructured":"S\u00e1nchez-Garc\u00eda, I., & Curr\u00e1s-P\u00e9rez, R. (2011). Effects of dissatisfaction in tourist services: the role of anger and regret. Tourism Management, 32(6), 1397\u20131406.","journal-title":"Tourism Management"},{"key":"9849_CR71","doi-asserted-by":"publisher","first-page":"182","DOI":"10.1016\/j.chb.2013.10.013","volume":"31","author":"EW See-To","year":"2014","unstructured":"See-To, E. W., & Ho, K. K. (2014). Value co-creation and purchase intention in social network sites: the role of electronic word-of-mouth and trust\u2013a theoretical analysis. Computers in Human Behavior, 31, 182\u2013189.","journal-title":"Computers in Human Behavior"},{"issue":"4","key":"9849_CR72","doi-asserted-by":"publisher","first-page":"76","DOI":"10.1002\/dir.20090","volume":"21","author":"S Sen","year":"2007","unstructured":"Sen, S., & Lerman, D. (2007). Why are you telling me this? An examination into negative consumer reviews on the web. Journal of Interactive Marketing, 21(4), 76\u201394.","journal-title":"Journal of Interactive Marketing"},{"issue":"4","key":"9849_CR73","first-page":"1","volume":"19","author":"S-H Shin","year":"2016","unstructured":"Shin, S.-H., Yang, S.-B., Nam, K., & Koo, C. (2016). Conceptual foundations of a landmark personality scale based on a destination personality scale: text mining of online reviews. Information Systems Frontiers, 19(4), 1\u201310.","journal-title":"Information Systems Frontiers"},{"key":"9849_CR74","doi-asserted-by":"publisher","DOI":"10.4324\/9781315565736","volume-title":"Advances in Social Media for Travel, Tourism and Hospitality: New Perspectives, Practice and Cases","author":"M Sigala","year":"2017","unstructured":"Sigala, M. (2017). Value co-destruction in service ecosystems: findings from Tripadvisor. In M. Sigala & U. Gretzel (Eds.), Advances in Social Media for Travel, Tourism and Hospitality: New Perspectives, Practice and Cases. New York: Routledge."},{"key":"9849_CR75","unstructured":"Sigala, M., Benckendorff, P., Koo, C., & Tussyadiah, I. (2017). Special issue on value co-destruction and online deviant behavior in tourism. Journal of Business Research (\nhttps:\/\/www.journals.elsevier.com\/journal-of-business-research\/call-for-papers\/value-co-destruction-and-online-deviant-behavior-in-tourism\n\n)."},{"key":"9849_CR76","unstructured":"Smyth, P. C. B., Wu, G., & Greene, D. (2010). Does Tripadvisor make hotels better? Derek Greene School of Computer Science & Informatics. University College Dublin Belfield."},{"issue":"6","key":"9849_CR77","doi-asserted-by":"publisher","first-page":"1310","DOI":"10.1016\/j.tourman.2010.12.011","volume":"32","author":"BA Sparks","year":"2011","unstructured":"Sparks, B. A., & Browning, V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Tourism Management, 32(6), 1310\u20131323.","journal-title":"Tourism Management"},{"issue":"1","key":"9849_CR78","doi-asserted-by":"publisher","first-page":"35","DOI":"10.1016\/S0261-5177(02)00047-X","volume":"24","author":"Y Stamboulis","year":"2003","unstructured":"Stamboulis, Y., & Skayannis, P. (2003). Innovation strategies and technology for experience-based tourism. Tourism Management, 24(1), 35\u201343.","journal-title":"Tourism Management"},{"key":"9849_CR79","doi-asserted-by":"publisher","first-page":"43","DOI":"10.1016\/j.jbusres.2017.04.022","volume":"78","author":"P Sugathan","year":"2017","unstructured":"Sugathan, P., Ranjan, K. R., & Mulky, A. G. (2017). An examination of the emotions that follow a failure of co-creation. Journal of Business Research, 78, 43\u201352.","journal-title":"Journal of Business Research"},{"key":"9849_CR80","first-page":"527","volume-title":"Advances in Consumer Research","author":"DS Sundaram","year":"1998","unstructured":"Sundaram, D. S., Mitra, K., & Webster, C. (1998). Word-of-mouth communications: a motivational analysis. In J. W. Alba & J. W. Hutchinson (Eds.), \u00a0Advances in Consumer Research (pp. 527\u2013531). Provo: Association for Consumer Research."},{"issue":"1","key":"9849_CR81","doi-asserted-by":"publisher","first-page":"47","DOI":"10.1287\/isre.14.1.47.14767","volume":"14","author":"SW Sussman","year":"2003","unstructured":"Sussman, S. W., & Siegal, W. S. (2003). Informational influence in organizations: an integrated approach to knowledge adoption. Information Systems Research, 14(1), 47\u201365.","journal-title":"Information Systems Research"},{"issue":"9","key":"9849_CR82","doi-asserted-by":"publisher","first-page":"799","DOI":"10.1016\/j.ijhcs.2006.05.001","volume":"64","author":"JY Thong","year":"2006","unstructured":"Thong, J. Y., Hong, S.-J., & Tam, K. Y. (2006). The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance. International Journal of Human-Computer Studies, 64(9), 799\u2013810.","journal-title":"International Journal of Human-Computer Studies"},{"key":"9849_CR83","unstructured":"TripAdvisor. (2017). About Tripadvisor. US Press Center (\nhttps:\/\/tripadvisor.mediaroom.com\/us-about-us\n\n, retrieved August 11, 2017)."},{"issue":"1","key":"9849_CR84","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1509\/jmkg.68.1.1.24036","volume":"68","author":"SL Vargo","year":"2004","unstructured":"Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1\u201317.","journal-title":"Journal of Marketing"},{"issue":"3","key":"9849_CR85","doi-asserted-by":"publisher","first-page":"145","DOI":"10.1016\/j.emj.2008.04.003","volume":"26","author":"SL Vargo","year":"2008","unstructured":"Vargo, S. L., Maglio, P. P., & Akaka, M. A. (2008). On value and value co-creation: a service systems and service logic perspective. European Management Journal, 26(3), 145\u2013152.","journal-title":"European Management Journal"},{"key":"9849_CR86","doi-asserted-by":"crossref","unstructured":"Vartiainen, T., & Tuunanen, T. (2016). Value co-creation and co-destruction in an is artifact: contradictions of geocaching. 49th Hawaii International Conference on System Sciences (HICSS): IEEE, pp. 1266\u20131275.","DOI":"10.1109\/HICSS.2016.160"},{"issue":"4","key":"9849_CR87","doi-asserted-by":"publisher","first-page":"342","DOI":"10.1287\/isre.11.4.342.11872","volume":"11","author":"V Venkatesh","year":"2000","unstructured":"Venkatesh, V. (2000). Determinants of perceived ease of use: integrating control, intrinsic motivation, and emotion into the technology acceptance model. Information Systems Research, 11(4), 342\u2013365.","journal-title":"Information Systems Research"},{"issue":"2","key":"9849_CR88","doi-asserted-by":"publisher","first-page":"281","DOI":"10.2307\/20721428","volume":"34","author":"V Venkatesh","year":"2010","unstructured":"Venkatesh, V., & Goyal, S. (2010). Expectation disconfirmation and technology adoption: polynomial modeling and response surface analysis. MIS Quarterly, 34(2), 281\u2013303.","journal-title":"MIS Quarterly"},{"issue":"6","key":"9849_CR89","doi-asserted-by":"publisher","first-page":"709","DOI":"10.1016\/j.tourman.2003.09.011","volume":"25","author":"Y Wang","year":"2004","unstructured":"Wang, Y., & Fesenmaier, D. R. (2004). Towards understanding members\u2019 general participation in and active contribution to an online travel community. Tourism Management, 25(6), 709\u2013722.","journal-title":"Tourism Management"},{"key":"9849_CR90","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1016\/j.jhtm.2014.01.001","volume":"21","author":"L Wang","year":"2014","unstructured":"Wang, L., Law, R., Hung, K., & Guillet, B. D. (2014). Consumer trust in tourism and hospitality: a review of the literature. Journal of Hospitality and Tourism Management, 21, 1\u20139.","journal-title":"Journal of Hospitality and Tourism Management"},{"issue":"4","key":"9849_CR91","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1007\/s10796-017-9747-1","volume":"19","author":"M Wani","year":"2017","unstructured":"Wani, M., Raghavan, V., Abraham, D., & Kleist, V. (2017). Beyond utilitarian factors: user experience and travel company website successes. Information Systems Frontiers, 19(4), 1\u201317.","journal-title":"Information Systems Frontiers"},{"issue":"8","key":"9849_CR92","doi-asserted-by":"publisher","first-page":"661","DOI":"10.1002\/mar.20178","volume":"24","author":"IM Wetzer","year":"2007","unstructured":"Wetzer, I. M., Zeelenberg, M., & Pieters, R. (2007). \u201cNever eat in that restaurant, I did!\u201d: exploring why people engage in negative word-of-mouth communication. Psychology & Marketing, 24(8), 661\u2013680.","journal-title":"Psychology & Marketing"},{"issue":"3","key":"9849_CR93","doi-asserted-by":"publisher","first-page":"291","DOI":"10.1362\/146934712X13420906885476","volume":"12","author":"S Worthington","year":"2012","unstructured":"Worthington, S., & Durkin, M. (2012). Co-destruction of value in context: cases from retail banking. The Marketing Review, 12(3), 291\u2013307.","journal-title":"The Marketing Review"},{"issue":"1","key":"9849_CR94","doi-asserted-by":"publisher","first-page":"180","DOI":"10.1016\/j.ijhm.2008.06.011","volume":"28","author":"Q Ye","year":"2009","unstructured":"Ye, Q., Law, R., & Gu, B. (2009). The impact of online user reviews on hotel room sales. International Journal of Hospitality Management, 28(1), 180\u2013182.","journal-title":"International Journal of Hospitality Management"},{"issue":"4","key":"9849_CR95","doi-asserted-by":"publisher","first-page":"283","DOI":"10.3727\/109830508788403114","volume":"10","author":"KH Yoo","year":"2008","unstructured":"Yoo, K. H., & Gretzel, U. (2008). What motivates consumers to write online travel reviews? Information Technology & Tourism, 10(4), 283\u2013295.","journal-title":"Information Technology & Tourism"},{"issue":"4","key":"9849_CR96","doi-asserted-by":"publisher","first-page":"445","DOI":"10.1016\/S0148-2963(02)00278-3","volume":"57","author":"M Zeelenberg","year":"2004","unstructured":"Zeelenberg, M., & Pieters, R. (2004). Beyond valence in customer dissatisfaction: a review and new findings on behavioral responses to regret and disappointment in failed services. Journal of Business Research, 57(4), 445\u2013455.","journal-title":"Journal of Business Research"},{"key":"9849_CR97","doi-asserted-by":"crossref","unstructured":"Zervas, G., Proserpio, D., & Byers, J. (2015). A first look at online reputation on Airbnb, where every stay is above average. \npapers.ssrn.com\n\n\n.","DOI":"10.2139\/ssrn.2554500"},{"key":"9849_CR98","doi-asserted-by":"publisher","first-page":"198","DOI":"10.1016\/j.chb.2015.11.042","volume":"56","author":"XJ Zhang","year":"2016","unstructured":"Zhang, X. J., Ko, M., & Carpenter, D. (2016). Development of a scale to measure skepticism toward electronic word-of-mouth. Computers in Human Behavior, 56, 198\u2013208.","journal-title":"Computers in Human Behavior"},{"key":"9849_CR99","doi-asserted-by":"crossref","unstructured":"Zheng, C., Yu, X., & Jin, Q. (2017). How user relationships affect user perceived value propositions of enterprises on social commerce platforms. Information Systems Frontiers (in press), pp. 1\u201311.","DOI":"10.1007\/s10796-017-9766-y"},{"issue":"2","key":"9849_CR100","doi-asserted-by":"publisher","first-page":"133","DOI":"10.1509\/jm.74.2.133","volume":"74","author":"F Zhu","year":"2010","unstructured":"Zhu, F., & Zhang, X. (2010). Impact of online consumer reviews on sales: the moderating role of product and consumer characteristics. Journal of Marketing, 74(2), 133\u2013148.","journal-title":"Journal of Marketing"},{"issue":"1","key":"9849_CR101","doi-asserted-by":"publisher","first-page":"11","DOI":"10.2753\/JEC1086-4415150101","volume":"15","author":"V Zwass","year":"2010","unstructured":"Zwass, V. (2010). Co-creation: toward a taxonomy and an integrated research perspective. International Journal of Electronic Commerce, 15(1), 11\u201348.","journal-title":"International Journal of Electronic Commerce"}],"container-title":["Information Systems Frontiers"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s10796-018-9849-4.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/article\/10.1007\/s10796-018-9849-4\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s10796-018-9849-4.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2020,3,10]],"date-time":"2020-03-10T11:35:44Z","timestamp":1583840144000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/s10796-018-9849-4"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2018,3,27]]},"references-count":101,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2020,2]]}},"alternative-id":["9849"],"URL":"https:\/\/doi.org\/10.1007\/s10796-018-9849-4","relation":{},"ISSN":["1387-3326","1572-9419"],"issn-type":[{"value":"1387-3326","type":"print"},{"value":"1572-9419","type":"electronic"}],"subject":[],"published":{"date-parts":[[2018,3,27]]},"assertion":[{"value":"27 March 2018","order":1,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}}]}}