آزاده درویش

The main challenging issues for e-commerce operators are building trust in customers to make purchases and gaining a suitable position in the minds of consumers to repeat purchases. Therefore, this research aims to identify the effective factors of word of oral electronic marketing on brand equity. For this purpose, the researcher tried to use the grounded qualitative research method (Glaserian grounded theory) and, with the help of MAXQDA software, to identify and present the dimensions, components, and indicators of oral electronic marketing effective on "brand equity" from the analysis of theoretical bases, upstream documents, and interviews with experts. This research is in the category of applied-developmental research, and in terms of method, strategy, and nature, it is part of exploratory qualitative research, whose philosophy is based on the interpretative-constructive paradigm. It has a single time horizon, collects data from both documentary and field methods, and its tool is recording in the documentary (library) section and interviews in the field section. The statistical population of this research is experts in the fields of human resources management, marketing, and branding; managers and vice-presidents; and employees of e-commerce companies. Based on research findings, oral electronic marketing has two dimensions: technical and technological factors and individual factors, and the dimension of technical and technological factors includes the components of electronic marketing tools and situational features, message features, and the dimension of human factors includes the components of individual factors and interpersonal factors. The special value of the brand also has two dimensions of consumer perception and consumer behavior. The dimension of consumer perception includes the components of brand association, perceived quality, and brand awareness, and the dimension of consumer behavior includes the components of brand loyalty, customer relationships, and brand consistency.