1Anderson E W.Customer satisfaction and word of mouth [ J].Joumal of Service Research, 1998,1(1): 5- 17.
2Hu, N.,Pavlou, P.A., and Zhang, J.Can online reviews reveal a product's true quality? Empirical findings and analytical modeling of online word -of -mouth communication.In Proceedings of the 7th ACM conference on Electronic commerce (EC'06) (2006), pp.324-330.
2Anderson E W.Customer satisfaction and word of mouth[J].Journal of Service Research,1998,1(1):5-17.
3Katz E,Paul F.Lazarsfeld,Personal Influence:The Part Played by People in the Flow of Mass Communications[M].New York:Free Press,1955.
4Arndt J.Role of product-related conversations in the diffusion of a new product[J].Journal of Marketing Research,1967,4(3):291-295.
5Chevalier J A,Mayzlin D.The effect of word of mouth on sales:Online book reviews[J].Journal of Marketing Research (JMR),2006,43(3):345-354.
6Harrison-Walker L J.The measurement of word-of-mouth communication and an investigation of service quality and customer commitment as potential antecedents[J].Journal of Service Research,2001,4(1):60.
7Ghose A,Ipeirotis P G.Designing Novel Review Ranking Systems:Predicting the Usefulness and Impact of Reviews[C].Proceedings of the ninth international conference on Electronic commerce,New York,NY,USA:Association Computing Machinery(ACM),2007:303-310.
8Dellarocas C,Zhang X Q,Awad N F.Exploring the value of online product reviews in forecasting sales:The case of motion pictures[J].Journal of Interactive Marketing,2007,21(4):23-45.
9Skowronskij,Carlston D.Negativity and extremity biases in impression formation:A review of explanations[J].Psychological Bulletin,1989,105(1):131-142.
10Ahluwalia R,Burnkrant R E,Unnava H R.Consumer response to negative publicity:The moderating role of commitment[J].Journal of Marketing Research,2000,37(2):203-214.
9Litvin S.W., Goldsmith R.E., Pan B. Electronic word-of- mouth in hospitality and tourism management[J~. Tourism Manage- ment, 2008, 29(3): 458-468.
10Park D.H., Lee J. eWOM overload and its effect on con- sumer behavioral intention depending on consumer involvement[J]. Electronic Commerce Research and Applications,2009,7 (4):386- 398.