Investigating the interconnected dynamics between e-WOM and quality performance dimensions in car dashcams through a symmetric and asymmetric modelling approach

Purpose Recent literature in the field of car dashcams has called upon further investigation into the significance of e-word-of-mouth (e-WOM) in car dashcams. The purpose of this study is to investigate the antecedents’ impact on users’ e-WOM behaviour. Design/methodology/approach A purposive sampling technique was used to obtain responses from the 398 respondents through a five-point Likert scale. The hypotheses were verified through a hybrid model combining partial least squares structural equation modelling (PLS-SEM) and fuzzy set qualitative comparative analysis (fsQCA) approaches. Findings Findings indicated that perceived information quality, performance quality and resilience quality influenced users’ e-WOM behaviour, while perceived system quality did not. Additionally, users' pro-social orientation moderated the relationship between perceived system quality and e-WOM, while their novelty-seeking orientation moderated the relationship between perceived resilience quality and e-WOM. FsQCA provided deeper insights into e-WOM behaviour by revealing complex interactions among factors through various antecedent configurations, enhancing understanding of how to promote positive e-WOM. Practical implications This study provides valuable insights for marketers, product designers and policymakers to customise products, marketing campaigns and policies to encourage dashcam usage and enhance road safety and driving behaviour. Originality/value This study explores e-WOM behaviour related to car dashcams, contributing to the growing empirical literature. It applies and extends the McLean and DeLone Information System Success model by incorporating performance quality (operational) and resilience quality (adaptability) to better understand factors influencing limited e-WOM on car dashcams.