scholarly journals Do Hotel Responses Matter?

2019 ◽  
Vol 32 (3) ◽  
pp. 70-89 ◽  
Author(s):  
Wenlong Liu ◽  
Rongrong Ji
Keyword(s):  
Empirical Analysis ◽  
Word Of Mouth ◽  
Online Reviews ◽  
Interaction Effects ◽  
Positive Interaction ◽  
Response Quality ◽  
Consumer Complaints ◽  
Different Types ◽  
Professional Voice

This article aims to examine how hotel responses to online reviews influence how potential consumers perceived the helpfulness of the online reviews. Response length and voice were employed to measure the hotel's response quality. 637 reviews with responses were used for empirical analysis. The study identified three different types of response voices: disputed voice, professional voice, and empathetic voice. The results show that both response length and response voice have significant effects on the helpfulness perceived by potential consumers. Moreover, they also have some interaction effects with star ratings, review length, and review image. This study suggests that hotels should strategically respond to both positive and negative online reviews so as to both create a positive interaction atmosphere and resolve consumer complaints. The findings of this study can, to some extent, help manage word of mouth reputations.

Do online reviews have different effects on consumers’ sampling behaviour across product types? Evidence from the software industry

2021 ◽  
pp. 016555152096539
Author(s):  
Shengli Li ◽  
Fan Li ◽  
Shiyu Xie
Keyword(s):  
Empirical Analysis ◽  
Software Industry ◽  
Online Reviews ◽  
Experience Goods ◽  
Consumer Uncertainty ◽  
Software Firms ◽  
Different Types ◽  
Typical Type ◽  
Research Gap ◽  
User Ratings

Previous research shows that online reviews may have different effects for search goods and experience goods. However, as a typical type of experience goods, software can be further divided into different categories based on product characteristics. Little research has been conducted regarding the different effects of online reviews for different types of software. Furthermore, to offer free samples is another common practice of software firms to alleviate consumer uncertainty prior to purchase. To fill the corresponding research gap, this research focuses on the interaction effects between online reviews and free samples for different types of software. Through our empirical analysis, we find that user ratings significantly increase consumers’ sample downloads. Furthermore, consumers download more samples for some categories than for others. Finally, user and editor ratings might have differential effects for different types of software.

EXPRESS: Religious Belief, Religious Priming, and Negative Word-of-Mouth in Everyday Service Failure Encounters

2021 ◽  
pp. 002224372110111
Author(s):  
Riza Casidy ◽  
Adam Duhachek ◽  
Vishal Singh ◽  
Ali Tamaddoni
Keyword(s):  
Social Exchange ◽  
Religious Belief ◽  
Word Of Mouth ◽  
Service Failure ◽  
Online Reviews ◽  
Negative Word ◽  
Mediating Role ◽  
Fairness Norms ◽  
Strategic Variable

This research examines the effects of religious belief and religious priming on negative word-of-mouth (NWOM) behavior. Drawing on social exchange and norm paradigms, we theorize and find evidence of the unique effects of religious belief and religious priming on NWOM in everyday service failure encounters. Specifically, we find that religious belief is associated with higher NWOM, driven by a greater sensitivity to violations of fairness norms, which in turn reduces forgiveness. However, exposure to religious priming attenuates NWOM among more religious consumers by reducing sensitivity to violations of fairness norms, which in turn enhances forgiveness. A field study involving over 1.2 million online reviews of actual restaurant experiences, in addition to four lab studies, provides support for our theorized effects. Our study sheds light on the religion–forgiveness discrepancy by establishing the mediating role of sensitivity to fairness violations on the relationship between religion and forgiveness in the NWOM context. Further, our results demonstrate the importance of religion as a strategic variable in the management of service failure experiences, providing theoretical implications for the literature on the effects of religion on consumer behavior.

scholarly journals Analisis Pengaruh E-WOM, Online Review, dan Kualitas Informasi terhadap Minat Beli di Market Place Tokopedia

Prologia ◽  
2021 ◽  
Vol 5 (1) ◽  
pp. 127
Author(s):  
Julian Andrew ◽  
Rezi Erdiansyah
Keyword(s):  
Information Quality ◽  
Word Of Mouth ◽  
Online Reviews ◽  
Online Review ◽  
Electronic Word Of Mouth ◽  
Market Place ◽  
Purposive Sampling ◽  
Additional Information ◽  
Data Collection Technique

As the people's shopping habits via online starts to emerge, the e-commerce industry in Indonesia has also developed. In 2018, it was noted that 11.9% of Indonesian people were shopping online. However, in the midst of the vastness of online platforms with millions of items found in online storefronts, consumers need more information as their reference to arousing buying interest. As one of the biggest e-commerce players in Indonesia, Tokopedia provides features that enable sellers and consumers to exchange information regarding the items. In Tokopedia, prospective buyers can see electronic word of mouth messages, online reviews, and other additional information about the items that are known to be very influential in generating buying interest. This study uses a quantitative approach with an explanatory type in which the research seeks to find the effect of electronic word of mouth, online review, and the quality of information on buying interest of Jakarta students in Tokopedia e-commerce. The data collection technique used was purposive sampling by distributing questionnaires to 100 samples via online. Based on this research’s results, it was found that electronic word of mouth, online review, and information quality affect buying interest of students in Jakarta by 46% while the other 54% were influenced by other factors not examined in this study.Seiring dengan munculnya kebiasaan berbelanja masyarakat melalui online, industri e-commerce di Indonesia pun turut berkembang. Pada tahun 2018, tercatat bahwa sebanyak 11,9% orang di Indonesia melakukan kegiatan belanja secara online. Namun, di tengah luasnya platform online dengan jutaan barang yang terdapat di etalase online membuat konsumen membutuhkan informasi yang lebih sebagai bahan referensi dalam menimbulkan minat beli. Tokopedia merupakan pelaku e-commerce terbesar di Indonesia menyediakan fitur-fitur yang memungkinkan penjual dan konsumen untuk menulis dan bertukar informasi seputar barang tersebut. Di dalam Tokopedia, para calon pembeli dapat melihat pesan electronic word of mouth, online review, dan informasi-informasi tambahan lainnya seputar barang-barang yang dijual yang diketahui sangat berpengaruh dalam memunculkan minat beli. Penelitian ini menggunakan pendekatan kuantitatif dengan jenis eksplanatif dimana penelitian berusaha menemukan pengaruh e-WOM, kualitas informasi, dan online review terhadap minat beli mahasiswa Jakarta pada e-commerce Tokopedia. Teknik pengumpulan data yang digunakan adalah purposive sampling dengan menyebarkan kuesioner kepada 100 sampel secara online. Penelitian menemukan bahwa electronic word of mouth, online review, dan kualitas informasi berpengaruh terhadap minat beli pada mahasiswa di Jakarta sebanyak 46%, sedangkan 54% dipengaruhi oleh faktor-faktor lain yang tidak diteliti pada penelitian ini.

scholarly journals The Economics and Management of Non-Traditional Trademarks

2018 ◽  
pp. 257-270 ◽  
Author(s):  
Carolina Castaldi
Keyword(s):  
Empirical Analysis ◽  
The Social ◽  
Social Returns ◽  
Different Types ◽  
Using Data ◽  
Economic Studies

Economists have largely neglected the phenomenon of NTTMs and its consequences for society so far, partly because of their limited interest in the social returns of trademarks in general. After reviewing the handful of economic studies on this matter, I present a first systematic empirical analysis of the extent of NTTM filings, with a focus on the number of filings, their nature, and the actors behind those filings. Using data from the USPTO, I find that NTTMs are steadily increasing, they are filed by very different types of firms, but they remain a relative small phenomenon, as compared to all trademark filings. I conclude by discussing avenues for further research.

scholarly journals Opinion mining using combinational approach for different domains

2019 ◽  
Vol 9 (4) ◽  
pp. 3307
Author(s):  
Jyoti Sandesh Deshmukh ◽  
Amiya Kumar Tripathy ◽  
Dilendra Hiran
Keyword(s):  
Maximum Entropy ◽  
Cross Validation ◽  
Opinion Mining ◽  
Domain Adaptation ◽  
Online Reviews ◽  
Research Area ◽  
Source Domain ◽  
Different Types ◽  
Fold Cross Validation ◽  
Target Data

An increase in use of web produces large content of information about products. Online reviews are used to make decision by peoples. Opinion mining is vast research area in which different types of reviews are analyzed. Several issues are existing in this area. Domain adaptation is emerging issue in opinion mining. Labling of data for every domain is time consuming and costly task. Hence the need arises for model that train one domain and applied it on other domain reducing cost aswell as time. This is called domain adaptation which is addressed in this paper. Using maximum entropy and clustering technique source domains data is trained. Trained data from source domain is applied on target data to labeling purpose A result shows moderate accuracy for 5 fold cross validation and combination of source domains for Blitzer et al (2007) multi domain product dataset.

Culturally Contingent Electronic Word-of-Mouth Signaling and Screening: A Comparative Study of Product Reviews in the United States and Japan

2018 ◽  
Vol 26 (2) ◽  
pp. 80-102 ◽  
Author(s):  
Hsin-Chen Lin ◽  
Manohar U. Kalwani
Keyword(s):  
Cultural Differences ◽  
Word Of Mouth ◽  
Online Reviews ◽  
Cross Cultural ◽  
Electronic Word Of Mouth ◽  
National Differences ◽  
Relative Product ◽  
Product Sales ◽  
The Relationship ◽  
Over Time

Electronic word of mouth (eWOM) is an important source of influence on consumer decision making, yet little is known about cross-cultural differences in both the occurrence of eWOM and the relationship between eWOM and sales. The authors draw on signaling theory to develop a conceptual model and assess the relationships between country and the occurrence of eWOM, as well as between online ratings and relative product sales according to country. Online reviews and sales rank data for books, CDs, and DVDs were collected from Amazon U.S. and Amazon Japan in 2009 and 2017. Results suggest cross-national differences in both the occurrence of eWOM (eWOM signaling) and the relationship between eWOM and relative product sales (eWOM screening). These national differences appear to change over time: some remain stable, some disappear, and others emerge. The proposed culturally contingent signaling and screening model may be adopted as a framework for future research on cross-cultural eWOM. The results also inform the literature on cultural change by suggesting that cultural differences in eWOM change in nuanced patterns over time.

Sign in / Sign up

Export Citation Format

Share Document