How to cite this paper
Esenyel, I & Girgen, M. (2019). Customer interactions on social media and their impact on trust and loyalty: the moderating role of product learning.Management Science Letters , 9(9), 1497-1506.
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I. Esenyel and M. Girgen / Management Science Letters 9 (2019) 1505
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Lerner, J., & Tirole, J. (2002). Some simple economics of open source. The Journal of Industrial Economics, 50(2), 197-234.
McDougall, G. H., & Levesque, T. (2000). Customer satisfaction with services: putting perceived value
into the equation. Journal of Services Marketing, 14(5), 392-410.
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572.
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McGraw-hill.
Pavlou, P. A., Liang, H., & Xue, Y. (2007). Understanding and mitigating uncertainty in online exchange relationships: A principal-agent perspective. MIS quarterly, 105-136.
Tussyadiah, I. P., & Zach, F. J. (2012). The role of geo-based technology in place experiences. Annals
of Tourism Research, 39(2), 780-800.
Wakefield, K. L., Blodgett, J. G., & Sloan, H. J. (1996). Measurement and management of the
sportscape. Journal of Sport Management, 10(1), 15-31.
Wang, Y. D., & Emurian, H. H. (2005). An overview of online trust: Concepts, elements, and implications. Computers in Human Behavior, 21(1), 105-125.
Wasko, M. M., & Faraj, S. (2005). Why should I share? Examining social capital and knowledge contribution in electronic networks of practice. MIS Quarterly, 29(1), 35-57.
Wellman, B., Salaff, J., Dimitrova, D., Garton, L., Gulia, M., & Haythornthwaite, C. (1996). Computer
networks as social networks: Collaborative work, telework, and virtual community. Annual Review
of Sociology, 22(1), 213-238.
Yoo, K. H., Lee, Y., Gretzel, U., & Fesenmaier, D. R. (2009). Trust in travel-related consumer generated media. Information and Communication Technologies in Tourism 2009, 49-59.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality.
Journal of Marketing, 60(2), 31-46.
40.
Boyd, D. M., & Ellison, N. B. (2007). Social network sites: Definition, history, and scholarship. Journal of Computer‐Mediated Communication, 13(1), 210-230.
Brass, D. J., Butterfield, K. D., & Skaggs, B. C. (1998). Relationships and unethical behavior: A social
network perspective. Academy of Management Review, 23(1), 14-31.
Caro, L. M., & Roemer, E. (2006). Developing a multidimensional and hierarchical service quality
model for the travel and tourism industry. University of Bradford, School of Management.
Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to
brand performance: the role of brand loyalty. Journal of marketing, 65(2), 81-93.
Chiu, C. M., Huang, H. Y., & Yen, C. H. (2010). Antecedents of trust in online auctions. Electronic
Commerce Research and Applications, 9(2), 148-159.
Chung, N., & Koo, C. (2015). The use of social media in travel information search. Telematics and Informatics, 32(2), 215-229.
Chen, C. M., Chen, S. H., & Lee, H. T. (2013). Interrelationships between physical environment quality, personal interaction quality, satisfaction and behavioural intentions in relation to customer loyalty: The case of Kinmen's bed and breakfast industry. Asia Pacific Journal of Tourism Research,
18(3), 262-287.
Grabner-Kräuter, S. (2009). Web 2.0 social networks: the role of trust. Journal of business ethics,
90(4), 505-522.
Habibi, M. R., Laroche, M., & Richard, M. O. (2014). The roles of brand community and community
engagement in building brand trust on social media. Computers in Human Behavior, 37, 152-161.
Harrigan, P., Evers, U., Miles, M., & Daly, T. (2017). Customer engagement with tourism social media
brands. Tourism Management, 59, 597-609.
Holmes, J. G. (1991). Trust and the appraisal process in close relationships. In W. H. Jones & D. Perlman (Eds.). Advances in personal relationships (Vol. 2,pp. 57–104). London: Jessica Kingsley.
I. Esenyel and M. Girgen / Management Science Letters 9 (2019) 1505
Howat, G., Absher, J., Crilley, G., & Milne, I. (1996). Measuring customer service quality in sports and
leisure centres. Managing leisure, 1(2), 77-89.
Hsu, C. L., Liu, C. C., & Lee, Y. D. (2010). Effect of commitment and trust towards micro-blogs on
consumer behavioral intention: A relationship marketing perspective. International Journal of Electronic Business Management, 8(4).
Huang, Y., Basu, C., & Hsu, M. K. (2010). Exploring motivations of travel knowledge sharing on social network sites: an empirical investigation of US college students. Journal of Hospitality Marketing & Management, 19(7), 717-734.
Huang, S. L., & Chen, C. T. (2018). How consumers become loyal fans on Facebook. Computers in
Human Behavior, 82, 124-135.
Iryo, T., Yamabe, K., & Asakura, Y. (2012). Dynamics of information generation and transmissions
through a social network in non-recurrent transport behaviour. Transportation Research Part C:
Emerging Technologies, 20(1), 236-251.
Jeppesen, L. B., & Molin, M. J. (2003). Consumers as co-developers: Learning and innovation outside
the firm. Technology Analysis & Strategic Management, 15(3), 363-383.
Kim, H. W., Gupta, S., & Koh, J. (2011). Investigating the intention to purchase digital items in social
networking communities: A customer value perspective. Information & Management, 48(6), 228-
234.
Kleijnen, M., Lievens, A., De Ruyter, K., & Wetzels, M. (2009). Knowledge creation through mobile
social networks and its impact on intentions to use innovative mobile services. Journal of Service
Research, 12(1), 15-35.
Lerner, J., & Tirole, J. (2002). Some simple economics of open source. The Journal of Industrial Economics, 50(2), 197-234.
McDougall, G. H., & Levesque, T. (2000). Customer satisfaction with services: putting perceived value
into the equation. Journal of Services Marketing, 14(5), 392-410.
Nambisan, S., & Baron, R. A. (2010). Different roles, different strokes: Organizing virtual customer
environments to promote two types of customer contributions. Organization Science, 21(2), 554-
572.
Nunnally, J. C., Bernstein, I. H., & Berge, J. M. T. (1967). Psychometric theory (Vol. 226). New York:
McGraw-hill.
Pavlou, P. A., Liang, H., & Xue, Y. (2007). Understanding and mitigating uncertainty in online exchange relationships: A principal-agent perspective. MIS quarterly, 105-136.
Tussyadiah, I. P., & Zach, F. J. (2012). The role of geo-based technology in place experiences. Annals
of Tourism Research, 39(2), 780-800.
Wakefield, K. L., Blodgett, J. G., & Sloan, H. J. (1996). Measurement and management of the
sportscape. Journal of Sport Management, 10(1), 15-31.
Wang, Y. D., & Emurian, H. H. (2005). An overview of online trust: Concepts, elements, and implications. Computers in Human Behavior, 21(1), 105-125.
Wasko, M. M., & Faraj, S. (2005). Why should I share? Examining social capital and knowledge contribution in electronic networks of practice. MIS Quarterly, 29(1), 35-57.
Wellman, B., Salaff, J., Dimitrova, D., Garton, L., Gulia, M., & Haythornthwaite, C. (1996). Computer
networks as social networks: Collaborative work, telework, and virtual community. Annual Review
of Sociology, 22(1), 213-238.
Yoo, K. H., Lee, Y., Gretzel, U., & Fesenmaier, D. R. (2009). Trust in travel-related consumer generated media. Information and Communication Technologies in Tourism 2009, 49-59.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality.
Journal of Marketing, 60(2), 31-46.