Detecting fake hospitality reviews through the interplay of emotional cues, cognitive cues and review valence

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Erin Yirun Wang ◽  
Lawrence Hoc Nang Fong ◽  
Rob Law
Keyword(s):  
Interactive Effect ◽  
Online Reviews ◽  
Word Count ◽  
Content Type ◽  
Emotional Cues ◽  
Cognitive Cues ◽  
Linguistic Inquiry ◽  
Fake Reviews ◽  
Mental Resources ◽  
Practical Implications

Purpose This paper aims to examine the dynamics of emotional cues and cognitive cues in review fakeness. Additionally, the boundary condition (i.e. review valence) for the dynamics between emotional cues and cognitive cues is investigated. Design/methodology/approach This research conducted two studies, which analyzed restaurant and hotel reviews collected from Yelp.com. The authors adopted linguistic inquiry and word count 2015 to code review contents and tested the hypotheses using logistic regression. Findings Fake reviews contain more emotional cues compared with authentic reviews. Moreover, the dynamics of emotional cues and cognitive cues are salient among negative reviews. Practical implications This research provides implications to identify fake online reviews based on linguistic cues. Originality/value This research contributes to the literature by revealing the competition of mental resources between emotional and cognitive systems when deception is for harming others. Grounded in interpersonal deception theory, this paper investigates the interactive effect and complements the literature, which mainly used emotional cues and cognitive cues individually to detect fake reviews.

scholarly journals Research on comment target extracting in Chinese online shopping platform

2018 ◽  
Vol 2 (3) ◽  
pp. 247-258
Author(s):  
Zhishuo Liu ◽  
Qianhui Shen ◽  
Jingmiao Ma ◽  
Ziqi Dong
Keyword(s):  
Association Rule ◽  
Online Shopping ◽  
Low Frequency ◽  
Online Reviews ◽  
Content Type ◽  
Pos Tagging ◽  
Part Of Speech ◽  
Frequency Feature ◽  
Practical Implications ◽  
Data Reading

Purpose This paper aims to extract the comment targets in Chinese online shopping platform. Design/methodology/approach The authors first collect the comment texts, word segmentation, part-of-speech (POS) tagging and extracted feature words twice. Then they cluster the evaluation sentence and find the association rules between the evaluation words and the evaluation object. At the same time, they establish the association rule table. Finally, the authors can mine the evaluation object of comment sentence according to the evaluation word and the association rule table. At last, they obtain comment data from Taobao and demonstrate that the method proposed in this paper is effective by experiment. Findings The extracting comment target method the authors proposed in this paper is effective. Research limitations/implications First, the study object of extracting implicit features is review clauses, and not considering the context information, which may affect the accuracy of the feature excavation to a certain degree. Second, when extracting feature words, the low-frequency feature words are not considered, but some low-frequency feature words also contain effective information. Practical implications Because of the mass online reviews data, reading every comment one by one is impossible. Therefore, it is important that research on handling product comments and present useful or interest comments for clients. Originality/value The extracting comment target method the authors proposed in this paper is effective.

THE SOCIAL TV PHENOMENON AND FAKE ONLINE RESTAURANT REVIEWS

2021 ◽  
Vol 27 (1) ◽  
pp. 25-42
Author(s):  
Breno de Paula Andrade Cruz ◽  
Susana C. Silva ◽  
Steven Dutt Ross
Keyword(s):  
Online Reviews ◽  
Assessment System ◽  
Reality Show ◽  
Social Tv ◽  
The Social ◽  
Restaurant Reviews ◽  
Brazilian Culture ◽  
Fake Reviews ◽  
Tv Show ◽  
Practical Implications

Purpose – The social TV phenomenon has raised the interest of some researchers in studying the production of online reviews. However, little is known about the characteristics of reviewers that, without having had indeed a real experience of consumption, still dare to assess the service. The purpose of this research is to understand these reviewers better, using an experiment conducted in Brazil. Design/methodology/approach – Through a cluster analysis with 2547 reviewers of 7 restaurants that participated in a reality show in Brazil, we were able to create 4 fours. Using Spearman Correlation and Kruskal-Wallis Test, differences among groups were analysed in the search of behavioural changes among different types of reviewers. Findings – We conclude that social TV influence fake online reviews of restaurants that were involved in a tv show. Furthermore, we were able to verify that some reviewers indeed assess the service without indeed having tried the service, which strongly bias the influence they are going to cause in potential consumers. Four types of reviewers were identified: the real expert, the amateur reviewer, the speculator and the pseudo expert. The 2 latter types are analyzed through the anthropologic lens of the popular Brazilian culture and the TV influence in that country. Research limitations/implications – we were able to understand how TV can influence the construction of fake online reviews for restaurants. Practical implications – It is important for the restaurant and hospitality industry in general, to be able to be attentive to the phenomenon of fake reviews that can totally biased the advantages of this assessment system that was created to produce trust among consumers, but that can act exactly the other way around. Originality/value – This study highlights the relevance of taking into account cultural background of the country where the restaurant is located, as well as emphasizing the relevance of conducting a previous analysis of the decision of embarking on a reality show that it has high chances to biasedly influence consumers’ decisions.

The importance of user-generated photos in restaurant selection

2019 ◽  
Vol 10 (1) ◽  
pp. 2-14 ◽  
Author(s):  
Bruno Oliveira ◽  
Beatriz Casais
Keyword(s):  
Design Methodology ◽  
Online Reviews ◽  
User Generated Content ◽  
Content Type ◽  
Online Platforms ◽  
Photo Sharing ◽  
Restaurant Managers ◽  
Marketing Activities ◽  
Hospitality Sector ◽  
Practical Implications

Purpose User-generated content and online reviews are highly relevant in purchase decision in the hospitality sector, including restaurants, but there is a lack of knowledge about the effect of sharing pictures in this context. This study aims to focus on the relevance of user-generated photos in online platforms for restaurants’ selection. Design/methodology/approach A research was conducted with a sample of 319 residents of Porto region, who had at least one meal in a restaurant over the 30 days before the answer of the survey and had searched online to select the restaurant. Findings The results show that while doing online research about restaurants, it is important for potential consumers to find pictures of food and physical evidences of restaurants generated by other users. Findings also show that consumers find user-generated photos especially at websites of reviews, although the importance of restaurant owned platforms, such as official social media pages and websites. Practical implications The research results appeal restaurant managers to understand the importance of user-generated photos in online platforms by promoting photo sharing in their restaurants with appropriate marketing activities for that purpose. Originality/value This paper expands the state-of-the-art about the importance of user-generated content, focusing on the importance of photos from restaurants shared by consumers in online platforms.

Digital visual engagement: influencing purchase intentions on Instagram

2018 ◽  
Vol 22 (4) ◽  
pp. 362-381 ◽  
Author(s):  
Chiara Valentini ◽  
Stefania Romenti ◽  
Grazia Murtarelli ◽  
Marta Pizzetti
Keyword(s):  
Interactive Effect ◽  
Product Category ◽  
Purchase Intentions ◽  
Visual Communications ◽  
Content Type ◽  
Product Categories ◽  
Direct Gaze ◽  
Intention To Purchase ◽  
Visual Engagement ◽  
Practical Implications

PurposeThe purpose of this paper is to investigate the effects of visual communications on Instagram users’ propensity to engage with image-based content through online behaviors such as liking, sharing, commenting and following, and their intention to purchase the product depicted in the visual communications.Design/methodology/approachAn experimental design was used to measure the effect of branded Instagram images on a sample of active Instagram users. Two features of Instagram images (subject’s gaze: direct vs indirect; product salience: low vs high) were manipulated and their interactive effect tested on online behaviors.FindingsThe paper offers empirical evidence that direct gaze and high product salience positively affect digital visual engagement. Moreover, digital visual engagement influences intention to purchase.Research limitations/implicationsThe hypotheses were tested on a single product category and on only two image-based features. Further studies might replicate the experiment on different product categories and include different image-based features.Practical implicationsThis empirical study can offer communication managers important information on the image-based features that are most effective in increasing digital visual engagement and positively influencing purchase intentions in visual communications.Originality/valueThe study empirically demonstrates that the choice of specific image-based features in visual communication matters for increasing digital visual engagement among Instagram users.

Expert cues: how expert reviewers are perceived online

2020 ◽  
Vol 30 (4/5) ◽  
pp. 531-556 ◽  
Author(s):  
Anna Naujoks ◽  
Martin Benkenstein
Keyword(s):  
Design Methodology ◽  
Online Reviews ◽  
The Other ◽  
Future Research ◽  
Review Author ◽  
Content Type ◽  
Source Expertise ◽  
Different Types ◽  
Practical Implications

PurposeThe purpose of this paper is to explore different types of source expertise and how they influence perceived message quality. Consumers face the challenge to identify valuable online reviews. Source expertise as a signal of message quality can be displayed differently, depending on website layout, operator and review author.Design/methodology/approachTwo scenario-based experiments were conducted questioning 135 and 275 participants. They investigate the effect of different types of expert reviewers on perceived message quality and also examine the interplay of source expertise and source trustworthiness.FindingsThe findings reveal that the different types of expert reviewers differ in perceived expertise and their impact on perceived message quality. Claims of expertise induce the highest perceived expertise compared to the other expert types and non-experts, but are perceived as less trustworthy.Research limitations/implicationsFuture research should examine the influence of the expert types across different product and service categories and could also include moderating influences that reflect how consumers process expert cues differently.Practical implicationsCues that signal high expertise and high trustworthiness are likely to deliver the most valuable online reviews. This should be incorporated in the website's layout to help consumers find valuable information.Originality/valueThe approach of this research is novel in that it undertakes comparisons between three types of expert cues and non-experts. It also addresses the interplay of source expertise and trustworthiness and examines the effect on message quality.

Dimensions of wine hotel experiences shared online

2019 ◽  
Vol 32 (1) ◽  
pp. 59-77 ◽  
Author(s):  
Ana Brochado ◽  
Mike Troilo ◽  
Helena Rodrigues ◽  
Fernando Oliveira-Brochado
Keyword(s):  
Market Segmentation ◽  
Food Service ◽  
Online Reviews ◽  
Tourism Industry ◽  
Content Type ◽  
Wine Tourism ◽  
Tourism Experience ◽  
Hotel Managers ◽  
Practical Implications ◽  
Present Understanding

Purpose The purpose of this study sought to identify the main themes linked with wine hotel experiences, based on tourists’ narratives shared online, and to investigate whether these narratives vary according to traveler type. Design/methodology/approach Content analysis was carried out on 4,114 online reviews of 52 wine hotels located in 27 wine regions across 11 nations in both the Old and New World. Findings The analysis of these web reviews revealed that narratives can be grouped under 11 themes organized into 7 main dimensions as follows: wine, lodging (i.e. hotel, area and room), food service (i.e. restaurant and breakfast), scenery (i.e. views and vineyards), staff, transportation and recommendation. The main narratives vary according to traveler type. Practical implications Improving the present understanding of wine tourists’ experiences should help wine hotel managers find new approaches to enhancing visitors’ satisfaction. As the dimensions of wine tourism experiences shared online vary according to traveler type, wine managers can design their offer to target families, couples, friends, solo and corporate clients. Originality/value Prior research has identified the need for market segmentation in the wine tourism industry. This research addresses this need by specifying the wine tourism experience according to traveler type. The breadth of the data, and the method of using travelers’ own testimony as opposed to more common surveying are additional contributions for both academics and managers.

Exploring tourists’ cultural experiences in Naples through online reviews

2017 ◽  
Vol 8 (2) ◽  
pp. 220-238 ◽  
Author(s):  
Maria I. Simeon ◽  
Piera Buonincontri ◽  
Fernando Cinquegrani ◽  
Assunta Martone
Keyword(s):  
Principal Component ◽  
Online Reviews ◽  
Marketing Strategies ◽  
General Level ◽  
Policy Makers ◽  
Content Type ◽  
Cultural Experiences ◽  
Managerial Implications ◽  
Critical Components ◽  
Practical Implications

Purpose This paper aims to analyse online reviews to explore the experiences of tourists related to cultural attractions. Furthermore, the study identifies similarities and differences between cultural attractions and identifies tourists’ preferences. Design/methodology/approach Content analysis and principal component analysis are applied to 12.592 online reviews, in Italian, posted on TripAdvisor by tourists who visited 58 cultural attractions of Naples (Italy) between 2011 and 2014. Findings Findings reveal five critical components of tourists’ experience related to cultural attractions: wonder, authenticity, relaxation, discovery and knowledge. Findings show that tourists can interpret cultural attractions in different ways. Research limitations/implications This study makes advancements on the relationships between tourists’ experience and cultural attractions. Research limitations are related to the geographical context and to the database, which presents a strong standardisation of evaluations, almost never negative. Furthermore, the analysis is limited to online reviews written in Italian language. Future studies will be dedicated to explore reviews in other languages and on other cultural destinations. Practical implications The study draws managerial implications at local and general level. Locally, findings provide suggestions and practical implications to support the tourism policies and marketing of Naples. At general level, the paper provides implications for destination manager organisations and policy makers to strengthen the attractiveness of cultural attractions, develop destination marketing strategies and offer more satisfying cultural experiences. Originality/value This is one of the first studies that uses online reviews to explore the experiences of tourists who visit cultural attractions.

To follow others or be yourself? Social influence in online restaurant reviews

2020 ◽  
Vol 32 (3) ◽  
pp. 1067-1087 ◽  
Author(s):  
Hengyun Li ◽  
Fang Meng ◽  
Miyoung Jeong ◽  
Zili Zhang
Keyword(s):  
Social Influence ◽  
Online Reviews ◽  
Positive Influence ◽  
Cognitive Effort ◽  
Content Type ◽  
Product Service ◽  
The Social ◽  
Restaurant Reviews ◽  
Influence Process ◽  
Practical Implications

Purpose Online reviews are often likely to be socially influenced by prior reviews. This study aims to examine key review and reviewer characteristics which may influence the social influence process. Design/methodology/approach Restaurant review data from Yelp.com are analyzed using an ordered logit model and text mining approach. Findings This study reveals that prior average review rating exerts a positive influence on subsequent review ratings for the same restaurant, but the effect is attenuated by the variance in existing review ratings. Moreover, social influence is stronger for consumers who had a moderate dining experience or invested less cognitive effort in writing online reviews. Compared to reviewers classified by Yelp as “elite,” non-elite reviewers appear more susceptible to the social influence of prior average review rating. Practical implications This study provides guidelines for mitigating the social influence of prior reviews and improving the accuracy of online product/service ratings, which will eventually enhance business and the reputation of online review platforms. Originality/value The findings from this study contribute to the electronic word-of-mouth (eWOM) literature and social influence literature in terms of the bidirectional nature of social influence on eWOM.

How to enhance the innovation capabilities of manufacturing SMEs

2019 ◽  
Vol 35 (7) ◽  
pp. 31-33
Keyword(s):  
Case Studies ◽  
Design Methodology ◽  
Reading Time ◽  
Interactive Effect ◽  
Cutting Edge ◽  
Strong Impact ◽  
Operations Strategy ◽  
Content Type ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings A company's ability to innovate can typically be influenced by a range of different factors. Strong impact is possible from the organization's prevailing culture and its type of operations strategy. Potential exists for any impact to be maximized when specific dimensions of culture and strategy combine generate an interactive effect. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Utilizing online reviews

2020 ◽  
Vol 36 (3) ◽  
pp. 17-18
Keyword(s):  
Case Studies ◽  
Design Methodology ◽  
Reading Time ◽  
Online Reviews ◽  
Cutting Edge ◽  
Organizational Strategies ◽  
Content Type ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Online hotel reviews have the potential to boost the operational efficiencies and implementation of organizational strategies when adopted effectively. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

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