Exploring the Role of Culture in eWOM Adoption

Abstract

Given the explosive growth of customer review sites, the questions of why and how individuals use these services in different cultures, as well as whether eWOM exerts comparable influence in different cultures, warrant comprehensive research. The majority of studies in this emerging stream are conducted in a single-country context, and do not consider the impact of cultural environment on consumers` eWOM dissemination, usage, or outcomes. To address this gap, this study compares eWOM attitudes and usage in the US (an established eWOM tradition within a developed market economy) and Ukraine (reflecting a relatively recent eWOM adoption in transitional political and institutional circumstances). We apply content analysis to in-depth interview transcripts obtained from 14 Ukrainian and 10 American consumers and compare differences in their usage and perceptions of online product reviews.