Article
Hospitality, Leisure, Sport & Tourism
Saranya Labsomboonsiri, Shane Mathews, Edwina Luck, Rory Mulcahy
Summary: Customer reviews are critical for the success of hospitality organizations, but little is understood about why customers continue to review. Through analysis of online survey data, this study finds that recognition and monetary rewards have a significant impact on the likelihood of reviewers posting future reviews, and these impacts vary between countries.
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
(2022)
Review
Computer Science, Information Systems
Shouwang Lu, Lingyun Qiu, Kanliang Wang
Summary: This research suggests that the use of adversative conjunctions in reviews can significantly impact consumers' attitudes towards products, with a stronger effect when positive content is presented first.
INFORMATION & MANAGEMENT
(2021)
Article
Business
Kulwinder Kaur, Tejinderpal Singh
Summary: The study found that online reviews shared by Indian consumers have an impact on book sales, with consumers preferring to analyze books based on available online reviews before making purchase decisions. Overall, reviews have a positive impact on sales in both book categories.
JOURNAL OF THEORETICAL AND APPLIED ELECTRONIC COMMERCE RESEARCH
(2021)
Review
Business
Miriam Alzate, Marta Arce-Urriza, Javier Cebollada
Summary: This study examines the impact of online reviews on product sales by incorporating the notion of review visibility. Results show that the sorting mechanism of reviews plays a significant role in affecting product sales, with the most helpful reviews having a greater impact overall.
JOURNAL OF THEORETICAL AND APPLIED ELECTRONIC COMMERCE RESEARCH
(2021)
Article
Computer Science, Artificial Intelligence
Yuh-Jen Chen, Yuh-Min Chen
Summary: In today's competitive business environment, understanding consumer demand is crucial for the success of product design and development. With the growth of the internet and virtual communities, consumers are leaving comments on online social media platforms, providing valuable insights for enterprises to understand consumers' preferences and demands more objectively.
INTERNATIONAL JOURNAL OF INFORMATION TECHNOLOGY & DECISION MAKING
(2023)
Review
Business
Tatjana Maria Koenig, Nika Hein, Vivien Nimsgern
Summary: Online reviews have become a standard for generating electronic word-of-mouth in B2C companies. This study provides limited empirical evidence in platform research by analyzing company preference structures for online review platforms from a B2P perspective.
JOURNAL OF BUSINESS RESEARCH
(2022)
Article
Hospitality, Leisure, Sport & Tourism
Dahlia El-Manstrly, Faizan Ali, Nathan Line
Summary: This study proposes an integrative model that investigates the role of coping strategies in the relationship between severe service failures and online vindictive word of mouth (OVWOM) behavior, confirming the role of psychological and situational factors in driving OVWOM behavior.
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
(2021)
Article
Business
Mostafa Torabi, Charles H. Belanger
Summary: The study reveals that service quality and e-WOM have positive impacts on customer satisfaction, and customer satisfaction has a positive influence on word of mouth intentions. Therefore, university management should prioritize service quality factors and social media channels to enhance services and increase customer satisfaction.
JOURNAL OF THEORETICAL AND APPLIED ELECTRONIC COMMERCE RESEARCH
(2021)
Article
Business
Joni Salminen, Chandrashekhar Kandpal, Ahmed Mohamed Kamel, Soon-gyo Jung, Bernard J. Jansen
Summary: The study found that machines are more suitable for detecting fake reviews than humans, as machine classifiers can almost perfectly accomplish this task. The detection of fake reviews has important implications for consumer protection, competition defense for firms, and the responsibility of review platforms.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2022)
Review
Business
Ran Liu, John B. Ford, Weiyong Zhang, Joseph Bonnici
Summary: This study examines the influence of review valence on consumers' perceived relationship with a firm and identifies the causes and underlying process of such influence. Using social exchange theory and signal theory as a basis, the authors find that conflict plays a critical role in connecting review valence and consumers' perceived relational benefits and trust. The authors conduct three experimental studies using Qualtrics survey data to explore how review valence indirectly affects consumers' perceived trust and benefits. The results indicate that conflict moderates the relationship between review valence and perceived benefits and trust, and the strength of this indirect effect varies depending on the perceived partner's commitment to the relationship. These findings contribute to the theoretical implications of relationship marketing in online contexts and have practical implications for online marketing strategies.
JOURNAL OF BUSINESS RESEARCH
(2023)
Article
Computer Science, Information Systems
Sambit Tripathi, Amit Deokar, Haya Ajjan
Summary: The study reveals that sentiment intensity, number of product features, and usage contexts decrease as the review order increases, indicating that earlier reviews are more informative for potential customers.
INFORMATION SYSTEMS FRONTIERS
(2022)
Review
Business
Semila Fernandes, Rajesh Panda, V. G. Venkatesh, Biranchi Narayan Swar, Yangyan Shi
Summary: This study aims to develop and validate a scale that measures the impact of online reviews on consumer purchase decisions. The findings of the study fill the gap of having a standardized scale that online retailers can use as indicators to assist consumers in their online decision-making. Consumers' susceptibility to online reviews plays a significant role in online shopping behavior.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2022)
Article
Psychology, Social
Adrian R. Camilleri
Summary: Research found that some consumers do not look at online consumer reviews, and they tend to be male, older, less educated, less digitally literate, less trusting and do not find OCR helpful. The two main reasons for avoiding OCR are lack of trust in OCR and a preference for relying on personal experience.
PERSONALITY AND INDIVIDUAL DIFFERENCES
(2021)
Article
Engineering, Manufacturing
Zhanfei Lei, Dezhi Yin, Sabyasachi Mitra, Han Zhang
Summary: Online word-of-mouth studies often assume that average ratings are the primary force shaping consumers' purchase decisions, but emerging evidence suggests that individual reviews also have an impact. However, little research has disentangled the effects of average ratings and individual reviews due to their correlation.
PRODUCTION AND OPERATIONS MANAGEMENT
(2022)
Review
Business
Fang Wang, Zhao Du, Shan Wang
Summary: Online customer reviews have multiple dimensions of information, including sensory, cognitive, affective, and social information. This research examines the importance of these dimensions by analyzing their diagnostic value to prospective customers. An empirical study on Amazon reviews confirms the significant effects of all four dimensions on the diagnostic value, which are contingent on contextual conditions. This study provides insights into understanding customers' pre-purchase information needs and experience journeys by understanding the rich content in online reviews and other electronic word-of-mouth content.
JOURNAL OF BUSINESS RESEARCH
(2023)
