PurposeThis paper aims to offer a framework explaining how product experience (i.e. think vs feel) and product involvement (high vs low) influence the helpfulness of online reviews. It also reexamined how online consumer review dimensions help to build online review helpfulness under different contexts.Design/methodology/approachData were collected using content analysis on 1,200 online customer reviews on 12 products from four categories to measure the relationships between online review dimensions and the helpfulness of reviews. The regression analysis and analysis of variance (ANOVA) were used to test the hypotheses.FindingsThe findings indicate that the effectiveness of length of a review is moderated by product type; for think products, longer reviews yield higher helpfulness. Furthermore, the level of consistency between individual review ratings and overall product ratings is associated with review helpfulness. The length of product descriptions and product ratings is moderated by the level of involvement. For products with high involvement, longer descriptions yield higher helpfulness.Originality/valueA conceptual connection to customer interaction is proposed by online customer reviews that vary by product type. The findings provide implications for online retailers to better manage online customer reviews and increase the value of product ratings.
Online Review Helpfulness and Firms’ Financial Performance: An Empirical Study in a Service Industry
