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.

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.

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>

scholarly journals Online Review Solicitations Reduce Extremity Bias in Online Review Distributions and Increase Their Representativeness

2020 ◽  
Author(s):  
Hülya Karaman
Keyword(s):  
Past Research ◽  
Third Party ◽  
Online Review ◽  
Customer Reviews ◽  
Average Decrease ◽  
Online Word Of Mouth ◽  
Online Customer Reviews ◽  
Internet Economy ◽  
Online Ratings ◽  
Extreme Distribution

Representative online customer reviews are critical to the effective functioning of the Internet economy. In this study, I investigate the representativeness of online review distributions to examine how extremity bias and conformity impact it and explore whether online review solicitations alter representativeness. Past research on extreme distribution of online ratings commonly relied solely on observed public online ratings. One strength of the current paper is that I observe the private satisfaction ratings of customers regardless of whether they choose to write an online review or not. I show that both extremity bias and conformity exist in unsolicited online word-of-mouth (WOM) and introduce online review solicitations as a mechanism that can partially de-bias ratings. Solicitations increase all customers’ engagement in online WOM, but if solicited, those with moderate experiences increase their engagement more than those with extreme experiences. Consequently, although extremity bias still exists in solicited online WOM, solicitations significantly increase the representativeness of rating distributions. Surprisingly, the results demonstrate that without conformity, unsolicited online WOM would be even less representative of the original customer experiences. Furthermore, I document that both solicited and unsolicited reviews equally overstate the average customer experience (compared with average private ratings) despite stark differences in their rating distributions. Finally, I establish that solicitations for reviews on the company-owned website, on average, decrease the number of one-star reviews on a third-party review platform. This paper was accepted by Eric Anderson, marketing.

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.

Automated Keyword Filtering in LDA for Identifying Product Attributes from Online Reviews

2020 ◽  
pp. 1-10
Author(s):  
Junegak Joung ◽  
Harrison M. Kim
Keyword(s):  
Product Design ◽  
Topic Modeling ◽  
Latent Dirichlet Allocation ◽  
Online Reviews ◽  
Previous Method ◽  
Product Attributes ◽  
Customer Reviews ◽  
Online Customer Reviews ◽  
Dirichlet Allocation

Abstract Identifying product attributes from the perspective of a customer is essential to measure the satisfaction, importance, and Kano category of each product attribute for product design. This paper proposes automated keyword filtering to identify product attributes from online customer reviews based on latent Dirichlet allocation. The preprocessing for latent Dirichlet allocation is important because it affects the results of topic modeling; however, previous research performed latent Dirichlet allocation either without removing noise keywords or by manually eliminating them. The proposed method improves the preprocessing for latent Dirichlet allocation by conducting automated filtering to remove the noise keywords that are not related to the product. A case study of Android smartphones is performed to validate the proposed method. The performance of the latent Dirichlet allocation by the proposed method is compared to that of a previous method, and according to the latent Dirichlet allocation results, the former exhibits a higher performance than the latter.

The Relationship between Online Reviews, Brand Trust, and Willingness to Buy

2015 ◽  
pp. 139-161 ◽  
Author(s):  
V. Cheng ◽  
J. Rhodes ◽  
P. Lok
Keyword(s):  
Decision Making ◽  
Online Reviews ◽  
Mediating Effect ◽  
Consumer Decision Making ◽  
Brand Trust ◽  
Purchasing Decisions ◽  
Customer Reviews ◽  
Online Customer Reviews ◽  
Willingness To Buy ◽  
The Relationship

This chapter investigates how online customer reviews affect consumer decision-making (willingness to buy) during their first purchase of services or products using brand trust as a mediating variable. A brief literature review, rationale and significance, and methodology are discussed, and a conceptual framework based on the relationships between the stated variables is adopted in this empirical study to demonstrate linkages and insights. The findings demonstrate that the “reliability dimension” of brand trust had a mediating effect on online customer reviews' valence to willingness to buy, while the “intentionality dimension” of brand trust had little effect. Furthermore, the findings demonstrate that online customer reviews generated by in-group and out-group reviewers have little effect on purchasing decisions (willingness to buy). These results suggest that marketers should focus more on managing negative online customer reviews that have a damaging effect on brand trust.

Reacting to negative online customer reviews

2019 ◽  
Vol 29 (4) ◽  
pp. 401-414 ◽  
Author(s):  
Rico Piehler ◽  
Michael Schade ◽  
Ines Hanisch ◽  
Christoph Burmann
Keyword(s):  
Hospitality Industry ◽  
Service Providers ◽  
Purchase Intentions ◽  
Service Industries ◽  
Content Type ◽  
Customer Reviews ◽  
Online Customer Reviews ◽  
Reduction Methods ◽  
Hotel Managers ◽  
Potential Customers

Purpose The purpose of this paper is to investigate the effects of explanation and compensation, as specific accommodative management responses to negative online customer reviews, on potential customers. Design/methodology/approach The scenario-based online experiment with 306 participants investigates the effects of explanation and compensation on potential customers’ purchase intentions in the hotel segment of the hospitality industry. Findings The results reveal that combining an explanation with compensation is the most effective management response; providing neither an explanation nor compensation is the least effective. The effects of management responses that entail providing only an explanation or compensation do not differ significantly. Research limitations/implications Continued research should investigate the effects of specific accommodative management responses in other service industries and other cultural settings and consider different kinds of explanations and compensation. Practical implications Hotel managers in the hospitality industry should reply to negative online customer reviews by combining an explanation with compensation. Service providers that currently lack structures and procedures to identify service failures and their causes or that cannot take corrective actions should provide compensation. Service providers that currently have limited financial resources should provide explanations. Originality/value This study analyses the effects of explanation and compensation on potential customers’ purchase intentions. In addressing the effects on potential customers, instead of on complainants, the conceptual framework represents a novel combination of management responses from service recovery research with signalling theory, the search-experience-credence framework and risk reduction methods.

A RESEARCH NOTE OF ONLINE BIDDERS' CONFORMITY

2007 ◽  
Vol 35 (8) ◽  
pp. 1033-1034 ◽  
Author(s):  
Chun-Hung Huang ◽  
Jennifer C. H. Min
Keyword(s):  
Social Influence ◽  
Perceived Risk ◽  
Product Information ◽  
Research Note ◽  
Exploratory Research ◽  
Product Involvement ◽  
Customer Reviews ◽  
Online Customer Reviews ◽  
Informational Social Influence

Consumers' mimicking behavior has been confirmed by numerous experiments conducted by sociologists and psychologists. Bidders may be influenced by other bidders in order to reduce perceived risk or collect better product information. Based on the influence of online customer reviews, and Lascu and Zinkhan's conformity model (1999), this research is designed to build on the exploratory research with three important factors that affect conformity bidder behaviors: informational social influence (mediator), perceived risk, and product involvement.

scholarly journals Reading Between the Lines: Understanding Customer Experience With Disruptive Technology Through Online Reviews

2021 ◽  
pp. 183933492199948
Author(s):  
Jeandri Robertson ◽  
Caitlin Ferreira ◽  
Jeannette Paschen
Keyword(s):  
Text Analysis ◽  
Online Reviews ◽  
Customer Experience ◽  
Disruptive Technology ◽  
Word Choice ◽  
Emotional Tone ◽  
Customer Reviews ◽  
Brand Engagement ◽  
Online Customer Reviews ◽  
Computerized Text Analysis

A customer’s experience with a brand, as evidenced in online customer reviews, has attracted multidisciplinary scholarly attention. Customer experience plays an important role as an antecedent to brand engagement, brand adoption, and eventual brand loyalty. Thus, it is important for businesses to understand their customers’ experiences so that they can make changes as necessary. The COVID-19 pandemic has brought unprecedented changes to the business landscape, forcing businesses to move online, with many utilizing enterprise video conferencing (EVC) to maintain daily operations. To ensure efficient digitization, many turned to the online reviews of others’ experiences with EVC before engaging with it themselves. This research examined how the customer experience is portrayed through emotional tone and word choice in online reviews for the EVC platform Zoom. Using computerized text analysis, key differences were found in the emotional tone and word choice for low- and high-rated reviews. The complexity and emotionality expressed in reviews have implications on the usability of the review for others. The results from this study suggest that online customer reviews with a high rating express a higher level of expertise and confidence than low-rated reviews. Given the potential dissemination and impact, digital marketers may be well advised to first and foremost respond to online reviews that are high in emotional tone.

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