The asymmetric effect of review valence on numerical rating

2019 ◽  
Vol 43 (2) ◽  
pp. 283-300 ◽  
Author(s):  
Hsiu-Yuan Tsao ◽  
Ming-Yi Chen ◽  
Hao-Chiang Koong Lin ◽  
Yu-Chun Ma
Keyword(s):  
Text Mining ◽  
Sentiment Analysis ◽  
Negative Impact ◽  
Online Reviews ◽  
Data Set ◽  
Brand Strength ◽  
Content Type ◽  
Numerical Rating ◽  
The Impact ◽  
Moderating Role

PurposeThe basic assumption is that there is a symmetric relationship between review valence and rating, but what if review valence and rating were linked asymmetrically? There are few studies which have investigated the situations in which positive and negative online reviews exert different influences on ratings. This study considers brand strength as having an important moderating role because the average rating of existing reviews for a particular product is a heuristic cue for decision makers. Thus, the purpose of this paper is to argue that an asymmetric relationship between review content valence and numerical rating will depend on brand strength.Design/methodology/approachThe authors have conducted a sentiment analysis via text mining, using self-developed computer programs to retrieve a data set from the TripAdvisor website.FindingsThis study finds there is an asymmetric relationship between review valence (verbal) and numerical rating. The authors further find brand strength to have an important moderating role. For a stronger brand, negative review content will have a greater impact on numerical ratings than positive review content, while for a weaker brand, positive review content will have a greater impact on numerical ratings than negative review content.Practical implicationsMarketers could adopt sentiment analysis via text mining of online reviews as a valid measure or predictor of consumer satisfaction or numerical ratings. Strong brands should direct more attention to negative reviews, because in such reviews the negative impact transcends the positive. In contrast, weak brands should aim to exploit as many positive reviews as possible to minimize the impact of any negative reviews.Originality/valueThis study finds there is an asymmetric relationship between review valence (verbal) and numerical rating and considers brand strength to play an important moderating role. The authors have used real data from the TripAdvisor website, which allow people to express themselves in an unsolicited manner, and linked these with the results from the sentiment analysis.

Determining banking service attributes from online reviews: text mining and sentiment analysis

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Divya Mittal ◽  
Shiv Ratan Agrawal
Keyword(s):  
Text Mining ◽  
Customer Satisfaction ◽  
Sentiment Analysis ◽  
Banking Sector ◽  
Online Reviews ◽  
Socioeconomic Background ◽  
Content Type ◽  
Customer Reviews ◽  
Banking Service ◽  
The Interest Rate

PurposeThe current study employs text mining and sentiment analysis to identify core banking service attributes and customer sentiment in online user-generated reviews. Additionally, the study explains customer satisfaction based on the identified predictors.Design/methodology/approachA total of 32,217 customer reviews were collected across 29 top banks on bankbazaar.com posted from 2014 to 2021. In total three conceptual models were developed and evaluated employing regression analysis.FindingsThe study revealed that all variables were found to be statistically significant and affect customer satisfaction in their respective models except the interest rate.Research limitations/implicationsThe study is confined to the geographical representation of its subjects' i.e. Indian customers. A cross-cultural and socioeconomic background analysis of banking customers in different countries may help to better generalize the findings.Practical implicationsThe study makes essential theoretical and managerial contributions to the existing literature on services, particularly the banking sector.Originality/valueThis paper is unique in nature that focuses on banking customer satisfaction from online reviews and ratings using text mining and sentiment analysis.

Reviews’ length and sentiment as correlates of online reviews’ ratings

2018 ◽  
Vol 28 (3) ◽  
pp. 544-563 ◽  
Author(s):  
Maryam Ghasemaghaei ◽  
Seyed Pouyan Eslami ◽  
Ken Deal ◽  
Khaled Hassanein
Keyword(s):  
Sentiment Analysis ◽  
Online Reviews ◽  
Marketing Strategies ◽  
Insurance Companies ◽  
Online Review ◽  
Data Set ◽  
Content Type ◽  
Customer Reviews ◽  
Service Companies ◽  
Consumer Review

Purpose The purpose of this paper is twofold: first, to identify and validate reviews’ length and sentiment as correlates of online reviews’ ratings; and second, to understand the emotions embedded in online reviews and how they associate with specific words used in such reviews. Design/methodology/approach A panel data set of customer reviews was collected for auto, life, and home insurance from January 2012 to December 2015 using a web scraping technique. Using a sentiment analysis approach, 1,584 reviews for the auto, home, and life insurance services of 156 insurance companies were analyzed. Findings The results indicate that, since 2013, consumers have generally had more negative emotions than positive ones toward insurance services. The results also show that consumer review sentiment correlates positively and review length correlates negatively with consumer online review ratings. Furthermore, a two-way ANOVA analysis shows that, in general, short reviews with positive sentiment are associated with high review ratings. Practical implications The findings of this study provide service companies, in general, and insurance companies, in particular, with important guidelines that should be considered to increase consumers’ positive attitude toward their services. Originality/value This paper highlights the importance of sentiment analysis in identifying consumer reviews’ emotions and understanding the associations and interactions of reviews’ length and sentiment on online review rating, which can lead to improved marketing strategies.

“When I get older, I wanna be an entrepreneur”: the impact of disability and dyslexia on entrepreneurial self-efficacy perception

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Benjamin Powers ◽  
Séverine Le Loarne-Lemaire ◽  
Adnane Maalaoui ◽  
Sascha Kraus
Keyword(s):  
Self Efficacy ◽  
Negative Impact ◽  
Research Question ◽  
Entrepreneurial Intention ◽  
Economic Life ◽  
Entrepreneurial Intentions ◽  
Data Set ◽  
Content Type ◽  
The Usa ◽  
The Impact

PurposeThis article contributes to the literature on entrepreneurship for people with disabilities through a better understanding of the impact of entrepreneurial self-efficacy perceptions on entrepreneurial intentions in populations with lower levels of self-esteem. It investigates the entrepreneurial intention and self-efficacy of a population of students suffering from dyslexia, which is a learning disability.Design/methodology/approachThe paper is based on the study of a data set of 796 male and female adolescents in the USA, aged 13–19 years, both with and without dyslexia. The sample is a convenient one. The whole sample replied to the questionnaire on their self-efficacy perception and their intention to create, one day, their own venture. They also self-declare their dyslexia. Regressions have been conducted to answer the research question.FindingsResults show that having dyslexia has a negative impact on entrepreneurial self-efficacy perceptions. They also reveal that self-efficacy perceptions mediate the relationship between dyslexia and entrepreneurial intentions and their three antecedents (social norms, control behavior and perceived ability).Research limitations/implicationsThe sample is composed of students from private schools and might socially be biased.Practical implicationsOur findings relaunch the debate on the necessity to develop education programs that consider the personal-level variables of students, specifically the development of entrepreneurial self-efficacy among adolescents with disabilitiesSocial implicationsSuch findings should help to better understand students who are suffering from dyslexia and help them find a place in society and economic life.Originality/valueThis is so far the first study that has been conducted on dyslexic adolescents.

scholarly journals The role of corporate governance on CSR disclosure and firm performance in a voluntary environment

2019 ◽  
Vol 20 (2) ◽  
pp. 294-306 ◽  
Author(s):  
Aruoriwo Marian Chijoke-Mgbame ◽  
Chijoke Oscar Mgbame ◽  
Simisola Akintoye ◽  
Paschal Ohalehi
Keyword(s):  
Corporate Governance ◽  
Firm Performance ◽  
Developed Countries ◽  
Economic Benefits ◽  
Data Set ◽  
Content Type ◽  
Csr Disclosure ◽  
The Impact ◽  
Moderating Role

Purpose This study aims to investigate the impact of corporate social responsibility disclosure (CSRD) on firm performance and the moderating role of corporate governance on the CSRD–firm performance relationship of listed companies in Nigeria. Design/methodology/approach The paper uses a panel data set comprising 841 firm-year observations for the period covering 2007-2016. Fixed effect regression analysis was used to examine the relationship between CSRD and firm performance, and the moderating role of corporate governance in the CSRD–firm performance relationship. Findings The results of the study show that there are positive performance implications for firms that engage in CSRD. Although this study finds no effect of board size on the CSRD–firm performance relationship, it provides a strong evidence of a positive effect of board independence on the CSR–firm performance relationship. Practical implications The study contributes to the understanding of CSRD–firm performance relationship by providing evidence of the moderating role of corporate governance. It is, therefore, recommended that a stronger regulation be put in place for CSR engagement and the disclosure of same in Nigeria as well as robust measures for the enforcement of corporate governance mechanisms because there are economic benefits to be derived. Originality/value The findings contribute to the literature by providing up-to-date and original insights on the CSRD–firm performance relationship within a developing country context. It also uses an uncommon method of measuring CSRD, taking into account the institutional biases that may arise from other methods used in studies on developed countries.

The neighborhood effect of online reviews

2019 ◽  
Vol 2 (3) ◽  
pp. 262-283
Author(s):  
Dong Liang ◽  
Xia Wang
Keyword(s):  
Design Methodology ◽  
Negative Impact ◽  
Online Reviews ◽  
Neighborhood Effect ◽  
Moderating Effects ◽  
Content Type ◽  
Negative Effect ◽  
Using Data ◽  
The Impact ◽  
The Relationship

Purpose Online reviews have been indicated to play an important role in consumers’ decision-making process, as supported by numerous studies. However, none of them has considered the neighborhood effect of online reviews. The purpose of this paper is to analyze the impact of neighbor store’s reviews on central store’s, along with the moderating effects of store density and product similarity. Design/methodology/approach Using data from dianping.com, this study conducts economic analysis accounting for endogeneity. Findings The results show that the neighbor store’s reviews exert a negative impact on that of central stores. Nevertheless, the relationship is moderated by store density and product similarity, such that the negative effect is stronger if there are a lot of stores around the central store, or if the neighbor store and central store provide similar products. Originality/value This study is the first to investigate the neighborhood effect of online reviews.

Dispersion beyond miles: configuration and performance in virtual teams

2017 ◽  
Vol 23 (3) ◽  
pp. 186-204 ◽  
Author(s):  
Ambika Prasad ◽  
Darleen DeRosa ◽  
Michael Beyerlein
Keyword(s):  
Virtual Teams ◽  
Team Performance ◽  
Electronic Communication ◽  
Negative Impact ◽  
Spatial Distance ◽  
Future Research ◽  
Data Set ◽  
Content Type ◽  
And Performance ◽  
The Impact

Purpose The purpose of this paper is to understand different aspects of structural dispersion in virtual teams (VTs). The study measures five types of dispersion, their impact on VT performance and the moderating effect of electronic communication. Design/methodology/approach The authors collected data from 44 globally distributed VTs representing 403 members. The authors used details of the members’ locations to measure five elements of dispersion for each team: spatial, time-zone, number of locations, extent of numerical balance across locations and extent of isolated members for a team. The authors used two items to assess effective electronic communication and measured team performance on four items from three sources – members, leaders and third-party stakeholders. Findings Using regression, the authors found that the number of sites, degree of team balance and isolation had a negative impact on team performance. Spatial and temporal dispersion did not impact performance. Effective electronic communication moderated the relationship of team performance with team balance and the number of sites. Research limitations/implications Study presents novel findings on the role of team configuration in VTs. Limitations: the study provides pointers to the likelihood of a non-linear relationship between spatial distance and performance; however, the scope of the paper does not permit an examination of this model. Future research can study this relationship. Second, the study does not examine how team configuration impacts the team processes that discount performance. Finally, the study treats each index of dispersion as independent of the others. The analysis does not study the interplay between and among the indices. Practical implications The findings provide clear indicators for managers and researchers of VTs on the issues associated with the location and configuration of the teams. Managers, while designing and managing dispersed members are now informed of the impact of the number of sites and the sub-group dynamics. The study underscores the importance of effective electronic communication in managing dispersion. Social implications The study presents how faultiness based on location of VT sub-groups (as represented in the configuration of a team) can hamper performance. Literature suggests that this faultiness can also extend to social identities (based on gender, culture, etc.). The indicators provided by this study in this respect provide a topical focus for research because diverse dispersed teams are becoming more prevalent. Originality/value The study is the first empirical exploration of dispersion in VTs beyond the traditionally acknowledged dimensions of spatial distance and time-zones. It is a timely response to the recent trends in literature. Additionally, the study derives data from a unique data set of global VTs, thus making findings easily generalizable.

scholarly journals Mobile word of mouth (m-WOM): analysing its negative impact on webrooming in omnichannel retailing

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Carlos Flavian ◽  
Raquel Gurrea ◽  
Carlos Orús
Keyword(s):  
Word Of Mouth ◽  
Negative Impact ◽  
Information Source ◽  
Product Category ◽  
Online Reviews ◽  
Content Type ◽  
The Social ◽  
Challenges And Opportunities ◽  
The Impact

PurposeThe purpose of this research is to analyse the influence of mobile word of mouth (m-WOM), received at the physical store, which “challenges” the consumer's preferences in a webrooming experience. The impacts of the social relationship between the sender and the receiver of the m-WOM and product category (electronics versus fashion accessories) are examined.Design/methodology/approachAn online experiment was carried out which manipulated the presence and type of challenging m-WOM, and product category, in a 3 × 2 between-subjects factorial design. The participants were 204 consumers recruited through a market research agency. Their perceptions about the helpfulness of the m-WOM, and their product preferences and choices, were analysed.FindingsReceiving in-store m-WOM was perceived as helpful by webroomers and affected their preferences and choices. For electronics online reviews posted by anonymous customers were more influential than friends' opinions, whereas the opposite was the case with fashion accessories. The trustworthiness and expertise of the m-WOM source may explain the effects of m-WOM.Practical implicationsm-WOM entails challenges and opportunities for retailers in the omnichannel era. The findings suggest that allowing customers to access m-WOM may be beneficial; however, retailers must consider the type of m-WOM that may be most suitable for their businesses. Recommendations for referral and review sites are also offered.Originality/valueThis study examines the impact of challenging m-WOM on shopping experiences, combining online, mobile and physical channels. The results revealed the importance of the information source and product category in the determination of consumers' perceptions of helpfulness, preferences and choice.

scholarly journals The factors that determine shopping centre rent in Wuhan, China

2016 ◽  
Vol 34 (2) ◽  
pp. 172-185 ◽  
Author(s):  
Qiulin Ke ◽  
Wencan Wang
Keyword(s):  
Negative Impact ◽  
Emerging Market ◽  
Central Area ◽  
Central China ◽  
Market Condition ◽  
Adjustment Process ◽  
Data Set ◽  
Content Type ◽  
Shopping Centres ◽  
The Impact

Purpose – The purpose of this paper is to investigate the factors that affect the retail rent of shopping centres in Wuhan, an important city in central China. Design/methodology/approach – The study uses a data set of 68 shopping centres in urban Wuhan. A regression model is constructed to estimate the impact on retail rent of a composite range of variables that would capture the physical characteristics, spatial characteristics, potential attractiveness of shopping centres and market condition. Findings – The empirical findings suggest the ceiling height, closeness to metro line station, being situated in commercial central area, vacancy rate and income have significant impact on rental level. Unexpected, the retail mix has a significant negative impact on rent. The impact of the more determining factors found in Western research – size, age, parking space and anchor tenant – is not supported in the Wuhan study. Practical implications – While 68 shopping centres are included in the test, the sample size is relatively small. The comparatively short history of retail market in Wuhan would not allow to test the rent adjustment process. Originality/value – This is the first paper to investigate retail rent determinants in a second-tier city in China. The results of the study give designers, developers and investors critical insights into the determinants of retail rent in an emerging market.

scholarly journals Credit Redistribution by Listed Manufacturing Firms in Pakistan and the Moderating Role of Financial Depth

2020 ◽  
Vol 12 (4) ◽  
pp. 1-20
Author(s):  
Nisar Ahmad ◽  
Bilal Nafees ◽  
Abdul Rasheed
Keyword(s):  
Trade Credit ◽  
Negative Impact ◽  
Manufacturing Firms ◽  
Future Research ◽  
Data Set ◽  
Listed Firms ◽  
Financial Depth ◽  
The Impact ◽  
Moderating Role

An enhancement in the financial depth (FD) increases the availability of formal credit to firms. Resultantly credit redistribution (CR) by firms is likely to be reduced as they require less trade credit (TC). To provide evidence, how do managers respond to changes in financial depth while making adjustments in their trade credit policy, this paper aims to study the impact of financial depth on credit redistribution by listed manufacturing firms (LMFs). For the firm-level variables, we used a data set of 327 firms listed on PSX for the period 2005 to 2018. Private credit to GDP ratio and market capitalization to GDP ratio are used as proxies for financial depth. Unlike earlier studies, we applied a two-step System GMM estimator to control the endogeneity. The results of the regression analysis display a positive relationship between the use and the supply of trade credit by LMFs. It reveals that LMFs redistribute credit to their customers through trade credit channel. We found a significant and negative impact of FD on the supply of TC by LMFs. Further, we established that financial depth as a moderator has a buffering impact on the credit redistribution by listed firms. The study highlights the moderating role of FD and suggests the financial policymakers of firms to modify their credit policies in response to changes in financial depth. For future research, we suggest the investigation of the effect of financial policy interventions on credit redistribution by small and non-listed firms.

Assessing technology adoption practices in Chinese theme parks: text mining and sentiment analysis

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tingting Zhang ◽  
Bin Li ◽  
Ady Milman ◽  
Nan Hua
Keyword(s):  
Text Mining ◽  
Technology Adoption ◽  
Sentiment Analysis ◽  
Statistical Tests ◽  
Online Reviews ◽  
Theme Park ◽  
Theme Parks ◽  
Content Type ◽  
Customer Reviews ◽  
Technology Applications

Purpose This study aims to examine technology adoption practices in Chinese theme parks by leveraging text mining and sentiment analysis approaches on actual theme park customers’ online reviews. Design/methodology/approach The study text mined a total of 65,518 reviews of 490 Chinese theme parks with the aid of the Python program. Further, it computed sentiment scores of the customer reviews associated with the ratings of each categorized technology practice applied in the theme parks. Findings The study identified two major categories of technology applications in theme parks: supporting and experiential technologies. Multiple statistical tests confirmed that supporting technologies consisted of three types: intelligent services, ticketing and in-park transportation. Experiential technologies further included five aspects of technologies according to Schmitt’s strategic experiential modules (SEMs): sense, feel, act, think and relate. Originality/value The study findings contribute to the current understanding of theme park visitors’ perceptions of technology adoption practices and provide insightful implications for theme park practitioners who intend to invest in high technology solutions to deliver a better customer experience.

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