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Communication among Chinese Consumers

This study empirically tested a proposed model that delineates the responsive, leading, innovative, and social image of a company as key precursors of word-of-mouth (WOM) among Chinese consumers. Regression analysis for the four dimensions of corporate image on WOM spread among consumers showed the following findings; first, all dimensions of corporate image turned out to have an impact on WOM communication, except for the dimension of leading corporate image on WOM measured by “recommending to others.” Second, of the four dimensions of corporate image, responsive corporate image showed to exert the highest impact on WOM communication. The findings of this study suggest that, to create an environment that encourages the development and spread of positive WOM, companies trying to capture the minds of Chinese consumers need to cultivate a satisfactory relationship with their customers and to obtain a favorable image from them. To this end, managers must consciously and consistently define their organizations through all types of interaction and communication with consumers.