El Electronic Word-of-Mouth se refiere a la capacidad que tienen los consumi-dores para realizar declaraciones sobre productos y servicios en un contexto digital. La literatura académica en el campo del marketing ha comprobado que el eWOM puede conducir a múltiples actitudes de consumo deseadas, lo que ha propiciado el desarrollo de investigaciones que indagan sobre los factores que impulsan la aparición de este comportamiento. Este libro explora en la literatura las características de las publicaciones en redes sociales que podrían ejercer influencia sobre el eWOM.

En concreto, se realiza una revisión bibliográfica acerca de los posibles efectos de la intensidad, la interactividad, el tipo de contenido, la uniformidad de marca y el uso de emojis sobre el eWOM. La revisión de la literatura sugiere que niveles altos de intensidad e interactividad podrían disminuir la participación de los usuarios en redes sociales, mientras que el uso de emojis y señales alusivas a la marca podrían aumentar la interacción de los internautas.

Este libro es resultado del proyecto de investigación 745 de 2019 titulado: «Características de las publicaciones en redes sociales que impulsan la generación y/o difusión de eWOM en la industria del fitness» de la Facultad de Ciencias de la Administración de la Universidad del Valle para la Maestría en Ciencias de la Organización.

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