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DOI: 10.33226/1231-7853.2021.4.1
JEL: M31

Credibility of electronic word of mouth (eWOM) sender — explorative perspective

Wiarygodność nadawcy opinii w procesie komunikacji nieformalnej online — perspektywa eksploracyjna

Credibility of opinions published online depends on credibility of the site where these opinions can be found (e.g. webpage, chat, and forum) as well as the author (sender of message). Depending on who gives opinion, where it's placed and what it concerns, they can be perceived as more or less credible source of information. The main purpose of this article is to identify personal sources of information (eWOM senders) that are treated by consumers as credible opinion providers. The additional purpose is to examine both how customers (if at all) verify message and eWOM sender, and what they pay attention at. In order to achieve the assumed research objectives, 10 IDI's were conducted. Participants were purposively sampled from the panel of Internet users delivered by Mobile Institute (research agency) and with control of such variables as: gender, age, place of residence and purchasing activity in the Internet. It was found that perhaps it would be worth introducing the category of befriended expert to ewom's credibility studies.

Wiarygodność opinii publikowanych w Internecie zależy od wielu czynników, z których najistotniejsze to wiarygodność serwisu, na którym te opinie się znajdują (np. strona internetowa, czat, forum), oraz wiarygodność autora (nadawcy wiadomości). W zależności od tego, kto wyda opinię, gdzie się ta opinia znajduje i czego dotyczy, wiarygodność źródła informacji może być różnie postrzegana. Głównym celem artykułu jest identyfikacja osobistych źródeł informacji (nadawców wiadomości), które są traktowane przez konsumentów jako wiarygodni dostawcy opinii. Dodatkowym celem jest zbadanie, w jaki sposób klienci (jeśli w ogóle) weryfikują wiadomość i jej nadawcę oraz na co zwracają uwagę. Aby osiągnąć założone cele badawcze, przeprowadzono badania eksploracyjne w postaci 10 pogłębionych wywiadów indywidualnych. Uczestnicy zostali dobrani celowo z panelu internautów dostarczonego przez Mobile Institute (agencję badawczą) i pod kontrolą takich zmiennych, jak: płeć, wiek, miejsce zamieszkania i aktywność zakupowa w Internecie. Rezultatem badań jest opracowanie katalogu wiarygodnych osobistych źródeł informacji, a także narzędzia badawczego do badań o charakterze eksplanacyjnym.

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Słowa kluczowe: eWOM; credibility; qualitative study (komunikacja nieformalna online; wiarygodność źródła informacji; badania jakościowe)



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