Credibility of online reviews and initial trust

2012 ◽  
Vol 18 (3) ◽  
pp. 185-195 ◽  
Author(s):  
Sony Kusumasondjaja ◽  
Tekle Shanka ◽  
Christopher Marchegiani
Keyword(s):  
Online Reviews ◽  
Consumer Perception ◽  
Consumer Trust ◽  
Online Review ◽  
Initial Trust ◽  
Future Directions ◽  
Perceived Credibility ◽  
Significant Difference ◽  
Managerial Implications ◽  
Travel Services

This article investigates the main and interactional effects of review valence and the presence of source identity on consumer perception of credibility of an online review and initial trust of travel services being reviewed. An experimental design is developed involving 639 travel consumers. Results indicate that a negative online review is deemed more credible than a positive online review, while a positive online review leads to a greater initial trust than a negative review. These findings apply when the identity of the reviewer is disclosed. However, when the reviewer’s identity is not disclosed, there is no significant difference between positive and negative reviews either in terms of perceived credibility or impact on consumer trust. Theoretical and managerial implications, limitations and future directions are also discussed.

The credibility and attribution of online reviews

2018 ◽  
Vol 42 (5) ◽  
pp. 630-646 ◽  
Author(s):  
Jyh-Shen Chiou ◽  
Cheng-Chieh Hsiao ◽  
Tien-Yi Chiu
Keyword(s):  
Attribution Theory ◽  
Design Methodology ◽  
Online Reviews ◽  
Consumer Perception ◽  
Online Review ◽  
Consumer Knowledge ◽  
Content Type ◽  
Perceived Credibility ◽  
High Knowledge ◽  
Consumer Attribution

Purpose To understand the effectiveness of electronic word of mouth, the purpose of this paper is to examine how high- vs low-knowledge consumers judge and attribute the credibility of positive and negative online reviews by drawing upon accessibility–diagnosticity theory and attribution theory. Design/methodology/approach This study conducts an observation-based study in an online forum and a 2 (review valence) × 2 (consumer knowledge) between-participants factorial experiment to examine the proposed hypotheses. Findings High-knowledge consumers elicit less perceived credibility and make more non-product-relevant attribution than low-knowledge consumers in negative online reviews. Consumer attribution is also found to mediate the effects of the review valence by consumer knowledge interaction on review credibility. Originality/value This study adds to extant research by examining how consumer knowledge plays a key role in determining consumer perception of online review credibility. This study also advances the understanding of different casual inferences about online reviews between high- and low-knowledge consumers.

Shoppers' Intention to Provide Online Reviews

2019 ◽  
Vol 17 (3) ◽  
pp. 35-53 ◽  
Author(s):  
Sai Vijay Tata ◽  
Sanjeev Prashar ◽  
Chandan Parsad
Keyword(s):  
Online Reviews ◽  
Online Review ◽  
Managerial Implications ◽  
The Relationship ◽  
Source Of Information ◽  
Moderating Role

With an increase in e-commerce activity, online reviews have become a pertinent source of information for shoppers. Existing research is limited to examining select predictors of shoppers' intention to write reviews; however, there exists a gap in deciphering the role of review involvement in intention to write reviews. The present study pertains to the influence of the usefulness of site and product, and shoppers' satisfaction, and also on the intention to write reviews online. Besides this, the article also explores the moderating role of review involvement on the relationship between shopper satisfaction and their intention to post reviews. The study reveals a few interesting and counter-intuitive findings that add to literature and practice in understanding online review posting behaviour. Theoretical and managerial implications based on the findings are also presented.

scholarly journals Using Customer Review Systems to Support Purchase Decisions

2021 ◽  
Vol 29 (6) ◽  
pp. 0-0
Keyword(s):  
Structural Equation ◽  
Online Reviews ◽  
Equation Modeling ◽  
Online Review ◽  
Purchase Decision ◽  
Intention To Use ◽  
Purchase Decisions ◽  
Sources Of Information ◽  
User Attitudes ◽  
Significant Difference

Online reviews have emerged as influential sources of information which greatly affect customers’ pre-purchase decision. Some studies have found that culture impacts online reviews, but many aspects of online review usage are still not well-understood. This study seeks to understand: What factors influence the usage of online reviews and consumers’ intention to use online reviews influenced by culture? This study collects data from U.S. and Thai consumers to examine what factors affect user attitudes and intentions. Structural Equation Modeling is used to analyze the data and the findings reveal that most of the proposed factors influence online review adoption for these two nationalities. One significant difference was found between the respondents of the two countries. The results should help online businesses gain a better understanding of these factors, and thus direct their efforts to develop features which positively influence online review usage.

The Effect of Review Characteristics on Website Diagnosticity: A Conceptual Framework

2015 ◽  
Vol 4 (3) ◽  
Author(s):  
Amar Raju G.
Keyword(s):  
Conceptual Framework ◽  
Conceptual Model ◽  
Word Of Mouth ◽  
Online Reviews ◽  
Online Review ◽  
The Past ◽  
Online Shoppers ◽  
Managerial Implications ◽  
The Many ◽  
Word Of Mouth Communication

Online review is a form of electronic word-of-mouth communication that has received much attention from authors in the past decade. There are several characteristics of online reviews which have been investigated in the literature. Also the many benefits that these reviews provide to online shoppers have been extensively studied. The present paper proposes a conceptual model to show how these benefits can make a website more diagnostic. Based on the model a few propositions have been discussed. Theoretical and managerial implications along with the limitations of the study are also provided.

Will the relevance of review language and destination attractions be helpful? A data-driven approach

2020 ◽  
pp. 135676672095035
Author(s):  
Sunyoung Hlee ◽  
Hyunae Lee ◽  
Chulmo Koo ◽  
Namho Chung
Keyword(s):  
Online Reviews ◽  
Data Driven ◽  
Online Review ◽  
Cognitive Fit ◽  
Theoretical Contribution ◽  
Language Style ◽  
Data Driven Approach ◽  
Managerial Implications ◽  
Tourism Destinations ◽  
The Impact

Because tourism destinations are difficult to assess in certain standard aspects, the factors that contribute to the helpfulness of reviews remain largely unknown. Moreover, the helpfulness of online reviews has not been explored in terms of the interaction between language style (high- vs. low-cognitive) and attraction type (hedonic vs. utilitarian). Hence, this study examines the impact of language style on the helpfulness of an online review of an attraction, depending on the type of attraction and the meaning of the destination. This study’s data included 8,032 reviews of four attractions (2 hedonic x 2 utilitarian), drawn from TripAdvisor in two different meanings of destinations. Specifically, our findings indicate that when a reviewer posts a utilitarian attraction of the destination, high-cognitive language is perceived to be more helpful. First, we discuss the theoretical contribution of our study using cognitive fit theory, and then provide the study’s managerial implications.

How does review disconfirmation influence customer online review behavior? A mixed-method investigation

2020 ◽  
Vol 32 (11) ◽  
pp. 3685-3703
Author(s):  
Hengyun Li ◽  
Fang Meng ◽  
Bing Pan
Keyword(s):  
Mixed Method ◽  
Online Reviews ◽  
Service Evaluation ◽  
Online Review ◽  
Content Type ◽  
Consumption Behavior ◽  
The Social ◽  
Managerial Implications ◽  
Fake Reviews ◽  
The Relationship

Purpose With the growing online review manipulation and fake reviews in the hospitality industry, it is not uncommon that a consumer encounters disconfirmation when comparing the existing online reviews with his/her own product or service evaluation. The purpose of this study is to investigate the influence of review disconfirmation on customer online review writing behavior. Design/methodology/approach This study used a mixed-method combining online secondary big data modeling and experimental design. Findings Review disconfirmation influences customers’ emotional responses embedded in the review; a customer who encounters review disconfirmation tends to exert more reviewing effort, manifested by writing longer reviews; negativity bias exists in disconfirmation effects, in that negative review disconfirmation shows more significant and stronger effects than positive review disconfirmation. Practical implications Findings from this study provide important managerial implications for business owners and marketers who attempt to influence online reviews. The study suggests that fictitious online review manipulation might be detrimental to the business. Originality/value This research contributes to two literature streams, including research on the social influence of online consumer reviews, and the relationship between disconfirmation and consumers’ post-consumption behavior, by extending the influence of disconfirmation from the offline context to the online context.

scholarly journals “Scapegoat” for Offline Consumption: Online Review Response to Social Exclusion

2021 ◽  
Vol 12 ◽  
Author(s):  
Shichang Liang ◽  
Yuxuan Chu ◽  
Yunshan Wang ◽  
Ziqi Zhang ◽  
Yunjie Wu ◽  
...  
Keyword(s):  
Social Media ◽  
Social Exclusion ◽  
Social Inclusion ◽  
Online Reviews ◽  
Brand Awareness ◽  
Online Review ◽  
The Internet ◽  
Significant Difference ◽  
Socially Excluded ◽  
Self Protection

Previous research has mostly focused on Internet use behaviors, such as usage time of the Internet or social media after individuals experienced offline social exclusion. However, the extant literature has ignored online response behaviors, such as online review responses to social exclusion. To address this gap, drawing on self-protection and self-serving bias, we proposed three hypotheses that examine the effect of offline social exclusion on online reviews, which are verified by two studies using different simulating scenarios with 464 participants. The results show that when individuals are socially excluded offline, regardless of where the exclusion comes from (businesses or peers), they will be more likely to give negative online reviews. In addition, brand awareness moderates the effect of offline social exclusion on online reviews. Specifically, if the brand is less known, compared with social inclusion, offline social exclusion will lead individuals to give more negative online reviews; conversely, for well-known brands, no significant difference exists in the online reviews between social exclusion and inclusion.

When profile photos matter: the roles of reviewer profile photos in the online review generation and consumption processes

2020 ◽  
Vol 14 (4) ◽  
pp. 391-412
Author(s):  
Jong Min Kim ◽  
Miyea Kim ◽  
Sookyoung Key
Keyword(s):  
Sample Size ◽  
Critical Role ◽  
Experimental Studies ◽  
Online Reviews ◽  
Online Review ◽  
Generation Process ◽  
Content Type ◽  
Managerial Implications ◽  
Review Helpfulness

Purpose Many online review sites, such as TripAdivisor.com, encourage review posters to upload a profile photo to improve the perceived reliability of online reviews. This study aims to examine the roles of reviewer profile photos in the online review generation and consumption processes. Design/methodology/approach Data were collected via Amazon MTurk. Two experimental studies were conducted. Study 1 had a sample size of 106 respondents. In Study 1, this paper examined the role of a reviewer profile photo in the online review generation process. Study 2 had a sample size of 482 respondents. In Study 2, this paper examined the role of a reviewer profile photo in the online review consumption process under two different circumstances, namely, comprehensive and incomprehensive review text. Findings The findings show that reviewer profile photos play different roles when consumers generate online reviews versus when they consume reviews. In the review generation process, reviewers are more likely to upload a profile photo to improve the credibility of their reviews. On the other hand, in the review consumption process, reviewer profile photos do not contribute to an increase in the perceived review helpfulness. Originality/value If the readers have difficulty processing the review content, review profile photos play a critical role in determining perceived review helpfulness. This study provides both theoretical and managerial implications by indicating how reviewer profile photos play different roles in online review posting and consuming behavior.

scholarly journals Using Customer Review Systems to Support Purchase Decisions

2021 ◽  
Vol 29 (6) ◽  
pp. 1-24
Author(s):  
Chuleeporn Changchit ◽  
Timothy Klaus ◽  
Alicha Treerotchananon
Keyword(s):  
Structural Equation ◽  
Online Reviews ◽  
Equation Modeling ◽  
Online Review ◽  
Purchase Decision ◽  
Intention To Use ◽  
Purchase Decisions ◽  
Sources Of Information ◽  
User Attitudes ◽  
Significant Difference

Online reviews have emerged as influential sources of information which greatly affect customers’ pre-purchase decision. Some studies have found that culture impacts online reviews, but many aspects of online review usage are still not well-understood. This study seeks to understand: What factors influence the usage of online reviews and consumers’ intention to use online reviews influenced by culture? This study collects data from U.S. and Thai consumers to examine what factors affect user attitudes and intentions. Structural Equation Modeling is used to analyze the data and the findings reveal that most of the proposed factors influence online review adoption for these two nationalities. One significant difference was found between the respondents of the two countries. The results should help online businesses gain a better understanding of these factors, and thus direct their efforts to develop features which positively influence online review usage.

scholarly journals Computer Literacy and Online Learning Attitude toward GSOE Students in Distance Education Programs

2016 ◽  
Vol 6 (3) ◽  
pp. 147 ◽  
Author(s):  
Lung-Yu Li ◽  
Long-Yuan Lee
Keyword(s):  
Online Learning ◽  
Computer Literacy ◽  
Online Courses ◽  
The Body ◽  
Education Management ◽  
Learning Attitude ◽  
Learning Attitudes ◽  
Significant Difference ◽  
Learning Programs ◽  
Managerial Implications

<p>The purpose of this study was to explore graduate students’ competencies in computer use and their attitudes toward online learning in asynchronous online courses of distance learning programs in a Graduate School of Education (GSOE) in Taiwan. The research examined the relationship between computer literacy and the online learning attitudes of these students. Data were collected via a survey through 252 GSOE students in Taiwan. Results revealed a significant positive relationship between computer literacy and online learning attitude among the students. Higher computer literacy was correlated with higher online learning attitude. However, no statistically significant difference was found in online learning attitude by gender or by age group. Suggestions and managerial implications were discussed in the study, and would provide contribution both to the body of knowledge in the filed of education management.</p>

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