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Assessing restaurant review helpfulness through big data: dual-process and social influence theory

Wooseok Kwon (College of Hospitality and Tourism Management, Sejong University, Seoul, Republic of Korea)
Minwoo Lee (Conrad N. Hilton College of Hotel and Restaurant Management, University of Houston, Houston, Texas, USA)
Ki-Joon Back (Conrad N. Hilton College of Hotel and Restaurant Management, University of Houston, Houston, Texas, USA)
Kyung Young Lee (Faculty of Management, Dalhousie University, Halifax, Canada)

Journal of Hospitality and Tourism Technology

ISSN: 1757-9880

Article publication date: 19 May 2021

Issue publication date: 15 July 2021

453

Abstract

Purpose

This study aims to uncover how heuristic information cues (HIC) and systematic information cues (SIC) of online reviews influence review helpfulness and examine a moderating role of social influence in the process of assessing review helpfulness. In particular, this study conceptualizes a theoretical framework based on dual-process and social influence theory (SIT) and empirically tests the proposed hypotheses by analyzing a broad set of actual customer review data.

Design/methodology/approach

For 4,177,377 online reviews posted on Yelp.com from 2004 to 2018, this study used data mining and text analysis to extract independent variables. Zero-inflated negative binomial regression analysis was conducted to test the hypothesized model.

Findings

The present study demonstrates that both HIC and SIC have a significant relationship with review helpfulness. Normative social influence cue (NSIC) strengthened the relationship between HIC and review helpfulness. However, the moderating effect of NSIC was not valid in the relationship between SIC and review helpfulness.

Originality/value

This study contributes to the extant research on review helpfulness by providing a conceptual framework underpinned by dual-process theory and SIT. The study not only identifies determinants of review helpfulness but also reveals how social influences can impact individuals’ judgment on review helpfulness. By offering a state-of-the-art analysis with a vast amount of online reviews, this study contributes to the methodological improvement of further empirical research.

研究目的

本论文旨在揭示网络评论的启发性信息源和系统性信息源对于评论有用性的影响, 以及检验社会影响在评论有用性的调节作用。其中, 本论文基于双重历程理论和社会影响理论来构建理论模型, 并且利用实际数据来验证假设, 通过分析一系列实际客户评论数据。

研究设计/方法/途径

本论文样本数据为2004年至2018年Yelp.com上面的4,177,377网络评论。本论文采用数据挖掘和文本分析的方法来提取自变量。本论文采用零膨胀负二项回归模型来验证假设。

研究结果

研究结果表明, 启发性和系统性信息源都对网络评论有用性有着显著作用。规范性社会影响加强了启发性信息源对评论有用性的作用。然而, 规范性社会影响对系统性信息源与评论有用性的关系并未起到有效的调节作用。

研究原创性/价值

本论文对现有评论有用性的文献有着补充贡献, 其采用双重历程理论和社会影响理论来构建理论模型。本论文不仅指出评论有用性的影响因素, 而且展示了社会影响如何影响个人对评论有用性的判断。本论文的样本数据庞大, 数据分析夯实, 这对于进一步的实际测量研究有着方法改进方面的贡献。

Keywords

Acknowledgements

The previous version of this study was presented and selected as the Best Paper Award sponsored by the Journal of Hospitality and Tourism Technology at the 25th Annual Graduate Education and Graduate Student Research Conference in Hospitality and Tourism in 2020.

Citation

Kwon, W., Lee, M., Back, K.-J. and Lee, K.Y. (2021), "Assessing restaurant review helpfulness through big data: dual-process and social influence theory", Journal of Hospitality and Tourism Technology, Vol. 12 No. 2, pp. 177-195. https://doi.org/10.1108/JHTT-04-2020-0077

Publisher

:

Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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