scholarly journals “Better Not Let Me Know”: The Mediating Role of Regret on the Relation Between Social Comparison Discrepancy in Online Hotel Review and Revisit Intention

2022 ◽  
pp. 87-96
Author(s):  
Sunny Zhenzhen Nong ◽  
Lawrence Hoc Nang Fong
Keyword(s):  
Social Comparison ◽  
Online Reviews ◽  
Point Of View ◽  
Online Review ◽  
Mediating Role ◽  
Revisit Intention ◽  
Review Management ◽  
Negative Effect ◽  
Travel Decision ◽  
The Cost

AbstractOnline review is powerful in influencing tourists’ travel decision. However, understanding of how online reviews affect tourist emotion and decision at the post-trip stage is limited. The present study examines whether encountering travel experiences shared on social media by other users with disparity in the cost of same accommodation after a trip will cause regret and alter the intention to revisit from a retrospective point of view. Drawing from the experimental study, the result showed that regret mediates the negative effect of comparison discrepancy (in the case of differences in the paid room rate) on intention to stay in the hotel again. The current study of the effects of social comparison on revisit intention adds to the literature and establishes the groundwork for future scholarly work on post-trip online review management. Meaningful implications and strategies are recommended to online review platform and hotel marketing management.

An exploratory study of online review management in hospitality services

2018 ◽  
Vol 28 (1) ◽  
pp. 79-98 ◽  
Author(s):  
Run Hong Niu ◽  
Ying Fan
Keyword(s):  
Management System ◽  
Management Practices ◽  
Measurement Model ◽  
Online Reviews ◽  
Online Review ◽  
Theory Approach ◽  
Content Type ◽  
Integrative Framework ◽  
Review Management ◽  
Key Dimensions

Purpose More and more customers refer to online reviews before making any purchasing decisions thanks to the increasing popularity of social media and online shopping. This phenomenon has caught the attention of business managers who are increasingly aware that online reviews provide great opportunities to connect with current and potential customers. However, both practices and research on online review management from the businesses’ perspective are fragmented. The purpose of this paper is to develop an integrative framework that includes the key dimensions of an online review management system. Design/methodology/approach Based on the Grounded Theory approach, the authors conducted a multiple case study by analyzing the interviews with 11 hospitality services. Findings The authors found that an online review management system should go beyond the current norm of response management to incorporate key dimensions of formality, centralization, specialization, response customization, integration and review analytics. Practical implications The study provides a systematic guideline for online review management practices. The framework can be used as a tool for a business to evaluate existing online review management practices and develop/refine its online review management system. Originality/value The study contributes to online review management literature by developing a comprehensive framework to understand the structure and processes of online review management. The key dimensions of an online review management system identified in this study provide an initial measurement model for the online review management construct. Furthermore, the study provides a springboard for future empirical validation and refinement of the key factors for effective online review management.

The influence of online reviews to online hotel booking intentions

2015 ◽  
Vol 27 (6) ◽  
pp. 1343-1364 ◽  
Author(s):  
Xinyuan (Roy) Zhao ◽  
Liang Wang ◽  
Xiao Guo ◽  
Rob Law
Keyword(s):  
Regression Analysis ◽  
Mainland China ◽  
Online Reviews ◽  
Online Review ◽  
Content Type ◽  
Theoretical Contribution ◽  
Review Management ◽  
Marketing Tool ◽  
Booking Intentions ◽  
Hotel Booking

Purpose – This study aims to investigate the impacts of online review and source features upon travelers’ online hotel booking intentions. Design/methodology/approach – This study developed a research model and empirically examined the model by collecting data from business travelers in the Mainland China. Factor analysis was adopted to identify features of online reviews content and source attribute. Regression analysis was used to examine impacts of these attributes upon travelers’ online booking intention. Findings – Six features of online reviews content and one source attribute were identified, namely, usefulness, reviewer expertise, timeliness, volume, valence (negative and positive) and comprehensiveness. Regression analysis results testified positive causal relationships between usefulness, reviewer expertise, timeliness, volume and comprehensiveness and respondents’ online booking intentions. A significantly negative relation between negative online reviews and online booking intentions was identified, whereas impacts from positive online reviews upon booking intentions were not statistically significant. Research limitations/implications – The major limitation of this study is that interrelationships among features of online reviews, which were discussed in other similar studies, were not considered. Still, this study benefited researchers from scrutinizing features of online reviews, rather than several of them. As such, it offered more comprehensive suggestions for practitioners in how to better utilize online reviews as a marketing tool. Practical implications – Hospitality practitioners could enhance consumer review management by applying the six underlying factors of online review in the present study to find out the ways of increasing consumers’ booking intentions in the specific hotel contexts. Originality/value – A major theoretical contribution of this paper is its comprehensiveness in examining features of review content as well as its source simultaneously. This study also offered areas worthy of more research efforts from perspectives of practitioners and researchers.

Brand equity, online reviews, and message trust: the moderating role of persuasion knowledge

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Fayez Ahmad ◽  
Francisco Guzmán
Keyword(s):  
Brand Equity ◽  
Experimental Studies ◽  
Online Reviews ◽  
Review Literature ◽  
Online Review ◽  
Persuasion Knowledge ◽  
Content Type ◽  
Mediating Role ◽  
The Relationship

Purpose This paper aims to investigate whether a message from a brand with stronger brand equity generates more trust than a message from a brand with lower brand equity, and thus is more likely to encourage consumers to write online reviews. This paper also explores what happens when consumers become aware that brands are trying to persuade them to write a review. Design/methodology/approach Through three experimental studies, where participants were randomly assigned to a brand that has either a stronger or weaker brand equity, participants’ intention to write reviews was measured. Trust in the message was measured to study its mediating role, and persuasion knowledge of the participants was manipulated to investigate its moderating effect. Findings The findings confirm that consumers are more likely to write online reviews when a message comes from a brand that has stronger brand equity, trust in the message mediates the relationship between brand equity and consumer intention to write an online review, and persuasion knowledge has a differential effect on consumer intention to write reviews. Originality/value The study adds to the brand equity and online review literature by providing evidence that a higher level of consumer trust on brands that have stronger brand equity leads to an increased intention to write a review for the brand. It also shows that consumers’ awareness of the motive of the brand is more beneficial for brands with strong brand equity, contributing to persuasion knowledge literature.

Negative online reviews, brand equity and emotional contagion

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Fayez Ahmad ◽  
Francisco Guzmán
Keyword(s):  
Service Quality ◽  
Brand Equity ◽  
Panel Study ◽  
Academic Research ◽  
Experimental Studies ◽  
Emotional Contagion ◽  
Online Reviews ◽  
Content Type ◽  
Mediating Role ◽  
Negative Effect

Purpose Despite the growing consensus that consumers extensively use online reviews and that negative reviews can significantly damage brand equity, it remains uncertain whether negative online reviews that focus on different aspects of a service have a similar or differential effect on brand equity. This study aims to fill this gap and explores the mediating role of emotional contagion and what kind of response helps better deter their negative effect. Design/methodology/approach This research is conducted through a one-panel study and three experimental studies. SAS enterprise miner is used for text mining analysis and Analysis of variance (ANOVA) and Process macro models are used to analyze the experimental data. Findings Negative reviews related to the tangibility, responsiveness and empathy dimensions have a more detrimental effect on brand equity than negative reviews related to the assurance and reliability dimensions. The results also provide evidence that emotional contagion is more prevalent when consumers read reviews that are specific to the empathy and responsiveness dimensions. Finally, accommodative responses from the service provider are more effective in deterring the effect of a negative online review on brand equity. Research limitations/implications The generalizability of this study is limited to the restaurant and hotel industry. Practical implications The findings will also help the brand manager in understanding the comparative effect of service quality-specific negative reviews on brand equity and also the type of responses that brand managers should give to negative reviews. Originality/value Despite online reviews receiving increased attention in academic research, Service quality (SERVQUAL) dimension-specific reviews have not been studied until now. This study contributes to the service quality-related literature by providing evidence that not all negative online reviews related to different Service quality (SERVQUAL) dimensions equally affect brand equity.

scholarly journals The Mediating Role of Job Embeddedness Fit: Perceived Job Characteristics and Turnover Intention in the Services Sector

2017 ◽  
Vol 6 (1) ◽  
pp. 71-92
Author(s):  
Qaisar Iqbal ◽  
Noor Hazlina Ahmad ◽  
Sohail Akhtar
Keyword(s):  
Turnover Intention ◽  
Job Characteristics ◽  
Job Embeddedness ◽  
Intention To Quit ◽  
Mediating Role ◽  
Negative Effect ◽  
Task Variety ◽  
The Stability ◽  
The Cost ◽  
The Relationship

Organizations able to retain their human resources have an advantage over their competitors. Employee turnover adversely affects the stability of the workforce and carries the cost of having to hire and train new personnel. Employee retention is, therefore, a priority for senior management. This study explores the mediating impact of employee fit in terms of organizational job embeddedness on the relationship between job characteristics and employees’ intention to quit. Based on a sample of 375 employees working in a private commercial bank in Pakistan, we find that job identity, job significance and task variety have a significant negative effect on intention to quit. Job variety has the greatest impact on turnover intention. Organizational job embeddedness fit mediates the relationship between two of three job characteristics – job identity and significance – and turnover intention, but not the latter’s relationship with perceived task variety. Thus, organizational job embeddedness fit mediates the relationship between overall job characteristics and turnover intention.

Investigating the influence of regulatory focus on the efficacy of online review volume versus valence

2020 ◽  
Vol 55 (1) ◽  
pp. 297-314
Author(s):  
Elika Kordrostami ◽  
Yuping Liu-Thompkins ◽  
Vahid Rahmani
Keyword(s):  
Regulatory Focus ◽  
Product Category ◽  
Online Reviews ◽  
Online Review ◽  
Target Market ◽  
Prevention Focus ◽  
Promotion Focus ◽  
Content Type ◽  
Review Management ◽  
Volume Effects

Purpose Valence and volume of online reviews are generally considered to influence sales positively. However, existing findings regarding the relative influence of these two components have been inconclusive. This paper aims to explain some of these inconsistencies by examining the moderating role of regulatory focus (both as a chronic disposition and as a situational focus induced by the product category) in the relationship between online review volume/valence and consumers purchase decisions. Design/methodology/approach Two studies were conducted. Study 1 used a 2 (Volume: high/ low) * 3 (Valence: high/medium/low) within-subject experimental design. Study 2 analyzed real-world data from Amazon.com. Logistic and panel regression analyses were used to test the research hypotheses. Findings The studies confirmed the hypothesized effect of regulatory focus on online review valence and volume effects. Specifically, Study 1 showed that online review valence was more impactful for consumers with a promotion focus than for consumers with a prevention focus. The opposite was true for online review volume effects, where consumers with a prevention focus were influenced more by volume in their decision-making compared to consumers with a promotion focus. Study 2 showed that the pattern of results we found in Study 1 also applied to situational regulatory focus induced by the product category. The effect of review volume on sales rank was stronger for prevention-oriented products, whereas the effect of valence was stronger for promotion-oriented products. Research limitations/implications In Study 1, one product category was involved in the study (Digital camera). Involving more different product categories will add reliability to the results of current research. Also, it can offer external validity to current research results. In Study 2, there was no exact measurement for sales, as Amazon.com does not share that kind of information. Instead, Sales Rank was used as a proxy variable. Future research could look into the websites that offer access to the exact sales information. Practical implications The current research findings suggest the need for companies to adapt their consumer review management strategy to the regulatory orientation of their target market and products. When a promotion-focused mindset is targeted, strategies for increasing the favorability of product reviews should be used, in contrast, tactics for increasing the quantity of reviews may be more suitable when a prevention-focused mindset is involved. Originality/value To the best of the authors' knowledge, this research is the first to investigate the interaction between regulatory focus of consumers and products and online review components.

Study of E-Commerce Customer Review Capturing Process in the Indian Context

2022 ◽  
pp. 79-93
Author(s):  
Som Sekhar Bhattacharyya ◽  
Asmita Wani
Keyword(s):  
Research Work ◽  
Online Reviews ◽  
Point Of View ◽  
Online Review ◽  
Exploratory Research ◽  
Customer Reviews ◽  
Online Customer Reviews ◽  
Customer Review ◽  
Depth Interviews ◽  
Potential Customers

Online customer reviews provided by customers on e-commerce sites who had bought the products proved to be a key parameter. New and potential customers at the pre-purchase stage to vet the merits and demerits before buying new products listed on e-commerce sites referred to online customer reviews. However, there have been very few studies that focused on online customer review capturing process. Thus, this research work focused on the review capturing process of e-commerce websites from a customer's point of view to understand the online customer review process. A qualitative exploratory research was carried out. An open-ended semi-structured questionnaire was used to understand customer's stand on the e-commerce review capturing process. In-depth interviews were collected from customers. The data was analyzed thematic content. The study findings indicated what motivated customers to write online reviews, what inhibited them from writing reviews and what were their suggestions for the managers of e-commerce organizations towards designing better online review capturing.

“When you write review” matters

2019 ◽  
Vol 31 (3) ◽  
pp. 1273-1291 ◽  
Author(s):  
Hengyun Li ◽  
Zili Zhang ◽  
Fang Meng ◽  
Ziqiong Zhang
Keyword(s):  
Social Influence ◽  
Word Of Mouth ◽  
Online Reviews ◽  
Temporal Distance ◽  
Online Review ◽  
Electronic Word Of Mouth ◽  
Content Type ◽  
The Social ◽  
Negative Effect ◽  
The Stability

PurposeThis study aims to investigate how prior reviews posted by other consumers affect subsequent consumers’ evaluations and to what extent the review temporal distance can increase or reduce the social influence of prior reviews. In this study’s restaurant context, review temporal distance refers to the duration between dining time and review time of a dining experience.Design/methodology/approachThe data of paired online restaurant reservations and reviews are analyzed using Ordered Logit Model. Two robustness checks are conducted to test the stability of the main estimation results.FindingsThe empirical results demonstrate that consumers’ restaurant evaluation is socially influenced by both the prior average review rating and number of prior reviews; review temporal distance has a direct negative effect on consumers’ restaurant evaluation; and review temporal distance increases the social influence of prior reviews.Practical implicationsThis study suggests that online review matters. Both restaurants and the online review platforms should encourage consumers to share their experiences and post online reviews immediately after their consumption.Originality/valueThe study contributes to the literature on electronic word-of-mouth, social influence and psychological distance. First, the bi-directional nature of social influence on electronic word-of-mouth for experience-oriented product is documented. Second, for the first time, this study examines how review temporal distance could affect the social influence on consumers’ restaurant evaluation.

Evaluation Of The Functional Of Space-Planning Arrangement Of A Building

2019 ◽  
pp. 4-9
Keyword(s):  
Numerical Simulation ◽  
Life Cycle ◽  
Initial Data ◽  
Objective Assessment ◽  
Objective Evaluation ◽  
Point Of View ◽  
Shopping Centers ◽  
Space Planning ◽  
Planning Decisions ◽  
The Cost

The article focuses on the problem of the lack of objective evaluation of space-planning arrangement of buildings as a creative approach of the architect to the performing of functional tasks by the object. It is proposed to create a methodology for assessing the functional of space-planning solutions of buildings on the basis of numerical simulation of functional processes using the theory of human flows. There is a description of the prospects of using this method, which makes it possible to increase the coefficient of compactness, materials and works saving, more efficient use of space, reduce the cost of the life cycle of the building, save human forces and time to implement the functional of the building. The necessary initial data for modeling on the example of shopping and shopping-entertainment centers are considered. There are three main tasks for algorithmization of the functional of shopping centers. The conclusion is made about necessity of development of a method for objective assessment of buildings from the point of view of ergonomics of space-planning decisions based on the study of human behavior in buildings of different purposes.

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