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The influence of online customer reviews on customers’ purchase intentions: a cross-cultural study from India and the UK

Sheshadri Chatterjee (Department of Computer Science and Engineering, Indian Institute of Technology Kharagpur, Kharagpur, India)
Ranjan Chaudhuri (Department of Marketing, National Institute of Industrial Engineering (NITIE), Mumbai, India)
Demetris Vrontis (School of Business, University of Nicosia, Nicosia, Cyprus)
Alkis Thrassou (Department of Marketing, University of Nicosia, Nicosia, Cyprus)

International Journal of Organizational Analysis

ISSN: 1934-8835

Article publication date: 16 June 2021

570

Abstract

Purpose

The purpose of this study is to examine the influence of online customer reviews (OCRs) and electronic word-of-mouth (eWOM) on customers’ purchase intention (PUI). This study also investigates the cultural differences between the customers in India and UK as regards the influence of OCR and customers’ PUIs.

Design/methodology/approach

This study has used socialisation theory, theory of reasoned action, congruity theory and expectation value theory, along with the existing literature to develop the conceptual model. The theoretical model has been validated using the PLS-SEM technique on a survey involving 305 and 280 respondents for India and UK, respectively.

Findings

The findings highlight that gender has no effect on UK customers’ PUIs, whereas age and gender have considerable impacts on Indian customers’ PUIs.

Research limitations/implications

The study only examines the cross-cultural difference between a European country (UK) and an Asian country (India). Also, since the sample size is low, the findings did not represent a generic view.

Practical implications

The proposed model has provided important inputs to the organisations to understand consumer behaviour particularly the study would help marketing departments to formulate their marketing strategies regarding OCR and customers’ PUI.

Originality/value

This study is unique in understanding the implications of OCR and their influence on customer purchase decisions of UK customers and India’s customers. This study also helps to understand the impact of age and gender on OCR and PUIs.

Keywords

Citation

Chatterjee, S., Chaudhuri, R., Vrontis, D. and Thrassou, A. (2021), "The influence of online customer reviews on customers’ purchase intentions: a cross-cultural study from India and the UK", International Journal of Organizational Analysis, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IJOA-02-2021-2627

Publisher

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Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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