The Eco-Conscious Pathway: Trust, Guilt, and E-WOM in Sustainable Consumption

Brands increasingly rely on digital peer communication to promote environmentally friendly products. Whether electronic word-of-mouth (EWOM) actually shifts green purchase intention (GPI), though, is far from settled. Some studies have found no reliable word-of-mouth effect; others have examined green trust and anticipated guilt separately, leaving the joint operation of these parallel mediators poorly specified. This is especially true in Bali, Indonesia, where environmental pressures, heavy social media use, and Tri Hita Karana values coexist. Working under the stimulus–organism–response (SOR) framework, this study tests a dual-mediation model that routes EWOM to GPI through anticipated guilt and green trust among eco-conscious social media users. Survey responses from 393 participants were analysed with partial least squares structural equation modelling (PLS-SEM). EWOM related positively to GPI, directly and through both mediators. Anticipated guilt and green trust each partially mediated the effect, so the mediation was partial rather than full. The EWOM-to-guilt path was the stronger of the two. The EWOM-to-trust path was weaker, yet both mediators connected to GPI at similar strength. This study contributes a dual-pathway SOR specification by incorporating anticipated guilt into digital peer communication within a tourism-heavy cultural setting. Interpreted with caution, the pattern indicates that credible EWOM aimed at greener, more responsible consumption may operate through two mechanisms simultaneously, validating trust and prompting moral anticipation among digitally exposed, eco-conscious consumers. However, this interpretation still needs experimental and longitudinal testing before these relationships can be treated as causal.