scholarly journals The Interaction Effects of Online Reviews, Brand, and Price on Consumer Hotel Booking Decision Making

2020 ◽  
pp. 004728752091233 ◽  
Author(s):  
Ji Wen ◽  
Zhibin Lin ◽  
Xin Liu ◽  
Sarah Hong Xiao ◽  
Yina Li
Keyword(s):  
Online Reviews ◽  
Interaction Effects ◽  
Perceived Quality ◽  
Brand Names ◽  
Mediation Effect ◽  
Online Review ◽  
Multiple Cues ◽  
Customer Reviews ◽  
Randomized Controlled Experiment ◽  
Hotel Booking

When searching and booking a hotel online, consumers are exposed to multiple cues such as customer reviews, price, and brand names. This study aims to examine the level of diagnosticity and simultaneous effects of the three important decision cues: online review, price, and brand on consumer quality evaluation and hotel booking intention. Study 1 is a randomized controlled experiment of 2 (high vs. low price) × 2 (positive vs. negative online review) × 2 (familiar vs. unknown brand). Study 2 replicates and extends study 1 by further examining the three cues’ effects on both perceived quality and booking intention, and the mediation effect of perceived quality. The results reveal three-way interaction effects of multiple cues in consumers’ decision processes and indicate that negative reviews have a dominating effect on hotel booking intention, and the level of cue diagnosticity from high to low is as follows: online review, brand familiarity, and price.

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.

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.

Does the length of a review matter in perceived helpfulness? The moderating role of product experience

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Han Jia ◽  
Sumin Shin ◽  
Jinfeng Jiao
Keyword(s):  
Online Reviews ◽  
Product Type ◽  
Online Review ◽  
Content Type ◽  
Level Of Involvement ◽  
Customer Reviews ◽  
Product Experience ◽  
Online Customer Reviews ◽  
Review Helpfulness ◽  
Product Ratings

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.

Quality or Quantity? The Power of Expert Reviews in the Presence of Conflicting Aggregated Ratings

2021 ◽  
Vol 5 (2) ◽  
pp. 119-129
Author(s):  
Anna Naujoks
Keyword(s):  
Decision Making ◽  
Information Sources ◽  
Online Reviews ◽  
Dual Process ◽  
Dual Process Theory ◽  
Process Theory ◽  
Online Review ◽  
Decision Making Process ◽  
Simultaneous Presence ◽  
Multiple Cues

Many consumers consult online reviews to evaluate services. Online review platforms present them with multiple cues by which to assess whether a review message is useful in their decision-making process. However, consumers are often faced with conflicting opinions from different information sources. By using the theoretical framework of dual-process theory and signaling theory, this paper examines the effect of majority and minority influences.It further investigates how expert reviewers are perceived, and the role played by the total number of available reviews. A 2 x 2 x 2 (review valence x expertise of conflicting review x number of reviews) scenario-based experiment is conducted. The results demonstrate that expert sources weaken the prominent influence of the majority, especially when majority size is small. The research contributes to existing literature by explaining how the simultaneous presence of majority and minority influences affects consumers’ decision-making process. Moreover, it examines the power of online expert reviewers.

scholarly journals ARTI PENTING TINGKAT KEPUASAN PARA PELANGGAN DAN PEMANFAATAN ULASAN DARING

2018 ◽  
Author(s):  
Dewanta Fachrureza
Keyword(s):  
Customer Satisfaction ◽  
Online Reviews ◽  
Online Review ◽  
Hotel Management ◽  
Customer Reviews ◽  
Online Customer Reviews ◽  
Front Office

<p>ABSTRACT</p><p>This research departs from the curiosity of researchers to find out the extent to which online customer reviews are used at the Ritz Carlton hotel, because hotel management responds well even to the extraordinary in responding to online customer reviews, especially from TripAdvisor. The purpose of this study is to develop and understand the extent to which online review customer reviews are used from TripAdvisor to the department of the front office at the Ritz Carlton Hotel Jakarta. Conclusions from this study are important for hotels to maintain and improve the level of customer satisfaction to improve the quality of hotel services. The researcher also gave several suggestions which stated that there must be a position of work that is responsible for ensuring that all online reviews will be answered and evaluated. In addition, the hotel must invite more guests to comment on TripAdvisor.<br />Keywords: Customer, Customer Satisfaction, Online Review, Front Office Department</p>

A Novel Method for Calculating Customer Reviews Ratings

2018 ◽  
pp. 460-478
Author(s):  
Ioannis S. Vourgidis ◽  
Jenny Carter ◽  
Leandros Maglaras ◽  
Helge Janicke ◽  
Zoe Folia ◽  
...  
Keyword(s):  
Iterative Process ◽  
Online Reviews ◽  
Online Review ◽  
Purchase Decision ◽  
Customer Reviews ◽  
Novel Method

The number of consumers consulting online reviews in order to purchase a product or service, keeps growing. In addition to that, consumers can add an online review in order to express their experience upon the services or products received. This iterative process makes reviews matter regarding consumer's purchase decision. Apart from reviews, consumers are welcomed to provide numerical ratings for the product or services they bought. If a hotel is exposed to an online hotel review site, then it very possible to improve the possibility of a consumer to consider booking a room in this hotel. According to this chapter, regardless of positive or negative reviews, hotel awareness is enhanced. Online reviews significantly improve hotel awareness for lesser-known hotels than for well-known hotels.

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.

Managing Customer Reviews for Value Co-creation: An Empowerment Theory Perspective

2019 ◽  
Vol 59 (5) ◽  
pp. 792-810 ◽  
Author(s):  
Hakseung Shin ◽  
Richard R. Perdue ◽  
Mario Pandelaere
Keyword(s):  
Online Reviews ◽  
Customer Engagement ◽  
Online Review ◽  
Empowerment Theory ◽  
Customer Reviews ◽  
Online Consumer ◽  
Service Experiences ◽  
Practical Implications ◽  
Knowledge Value

Tourism provides myriad opportunities for customer engagement and value co-creation, especially in online communities. This research analyzed the role of empowerment in the tourist knowledge value co-creation process in online review contexts. Using scenario-based, between-subjects experimental designs, three studies were conducted using online consumer samples to examine the effects of hotel response personalization and online review valence on empowerment and intention to co-create knowledge value for both previous and prospective hotel guests. The studies find that online reviewers (previous guests) are more empowered when they receive a personalized response and when they have positive service experiences. The effect of hotel response personalization on empowerment is stronger in negative as compared to positive review scenarios. Empowerment mediates the effect of personalization on intentions to co-create knowledge value. The same effects exist for prospective guests who read online reviews and hotel responses. Theoretical and practical implications are discussed.

scholarly journals The Influence of Online Review on Consumers’ Purchase Intention

2019 ◽  
Vol 4 (3) ◽  
pp. 194-201
Author(s):  
Anindita R. Aditya ◽  
Yeshika Alversia
Keyword(s):  
Regression Analysis ◽  
Purchase Intention ◽  
Online Survey ◽  
Online Reviews ◽  
Jel Classification ◽  
Online Review ◽  
Customer Reviews ◽  
Significant Relationships ◽  
Consumer Purchase Intention ◽  
The Impact

Objective – The development of cafe businesses in Indonesia has recently increased, making the level of competition become tighter. This is what makes cafe business able to maintain the loyalty of the customer, due to consumers’ tending to try new things or places. In this context, research was conducted to determine the impact of online reviews on a review website platform on consumer purchase intention in choosing the first visited cafe. Methodology/Technique – The customer’s decision-making is affected by various factors such as review platforms, other customer reviews, and property characteristics as well as the customer's profile itself. Previous research models have become a reference for this study, and this study was conducted by collecting data from questionnaires that were distributed using an online survey. Findings – This study identified six features of online review content and one source attribute, namely timeliness, reviewer expertise, usefulness, volume, positive online reviews, negative online reviews, and comprehensiveness. Regression analysis was used to examine the impact of these attributes on consumer purchase intention. Novelty – The results of the regression analysis showed significant relationships among variables like usefulness, volume, timeliness, positive online reviews, negative online reviews, and comprehensiveness, along with property characteristics on consumer’s purchase intention. Type of Paper: Empirical Keywords: Online review, electronic word-of-mouth, review website platform, purchase intention Reference to this paper should be made as follows: Aditya, R.A; Alversia, Y. 2019. The Influence of Online Review on Consumers’ Purchase Intention, J. Mgt. Mkt. Review 4 (3) 194 – 201 https://doi.org/10.35609/jmmr.2019.4.3(4) JEL Classification: M30, M31, M39.

scholarly journals Influence of MOOC learners discussion forum social interactions on online reviews of MOOC

2021 ◽  
Author(s):  
Bing Wu
Keyword(s):  
Social Interactions ◽  
Regression Models ◽  
Online Courses ◽  
Online Reviews ◽  
Discussion Forum ◽  
Massive Open Online Courses ◽  
Online Review ◽  
Discussion Forums ◽  
Processing Data ◽  
Learning Progress

AbstractAlthough some studies have explored massive open online courses (MOOCs) discussion forums and MOOC online reviews separately, studies of both aspects are insufficient. Based on the theory of self-determination, this paper proposes research hypotheses that MOOC learning progress has a direct impact on MOOC online reviews and an indirect influence on MOOC online reviews through social interactions in discussion forums, as well. Coursera the largest MOOC platform, is selected as the empirical research object, and data from learners who participated in the MOOC discussion forum and provided MOOC online reviews from August 2016 to December 2019 are obtained from the most popular course, “Machine Learning”. After processing, data from 4376 learners are obtained. Then, according to research hypotheses, multi regression models are constructed accordingly. The results show that the length of MOOC online review text is affected by the MOOC learning progress, the number of discussion forum posts, the number of follow, the online review sentiment and MOOC rating. This study highlights the main factors that affect MOOC online reviews. As a result, some suggestions are put forward for the construction of MOOC.

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