Search results

Online employee reviews have a substantial impact on employee recruitment, retention and the overall perception of a company’s image, making them a crucial element of its online reputation. Consequently, these reviews play a vital role in shaping the company’s competitiveness in the talent market. This study aims to investigate the role of employee loyalty in online reputation in the tourism and hospitality sector.

This study collected online reviews posted by 334,428 employees across 173 companies in the tourism and hospitality sector. Then, this study proposed a method for measuring employee loyalty toward the company through text comments. Furthermore, the role of employee loyalty in online reputation through regression models was analyzed.

Employee loyalty is positively associated with the closed-form evaluations, and the length and readability of open-ended comments is directly and positively associated with review helpfulness and is indirectly associated with review helpfulness through employee online reviews. Employees’ perception of job instability has a significant moderating effect on the above relationships.

This study contributes to the literature on loyalty in the tourism and hospitality industry, online reputation and employee risk perception. These findings offer a more profound understanding of the extra-role behaviors demonstrated by loyal employees, provide a theoretical foundation for the formation of a company’s online reputation and contribute to helping the tourism and service industry better address risk events. These conclusions provide valuable insights for companies in the fields of human resource management and online reputation management.

To the best of the authors’ knowledge, this study is the first to reveal the impact of employee loyalty on the company’s online reputation and provides important theoretical and practical implications for management.

We investigate the joint impacts of three trust cues – content, sentiment and helpfulness votes – of online product reviews on the trust of reviews and attitude toward the product/service reviewed.

We performed three studies to test our research model, presenting participants with scenarios involving product reviews and prior users' helpful and unhelpful votes across experimental settings.

A high helpfulness ratio boosts users’ trust and influences behaviors in both positive and negative reviews. This effect is more pronounced in attribute-based reviews than emotion-based ones. Unlike the ratio effect, helpfulness magnitude significantly impacts only negative attribute-based reviews.

Future research should investigate voting systems in various online contexts, such as Facebook post likes, Twitter microblog thumb-ups and up-votes for article comments on platforms like The New York Times.

Our findings have significant implications for voting system-providers implementing information techniques on third-party review platforms, participatory sites emphasizing user-generated content and online retailers prioritizing product awareness and reputation.

This study addresses an identified need; that is, the helpfulness votes as an additional trust cue and the joint effects of three trust cues – content, sentiment and helpfulness votes – of online product reviews on the trust of customers in reviews and their consequential attitude toward the product/service reviewed.

Online reviews serve as valuable sources of information, reflecting tourists’ attentions, preferences and sentiments. However, although the existing research has demonstrated that incorporating online review data can enhance the performance of tourism demand forecasting models, the reliability of online review data and consumers’ decision-making process have not been given adequate attention. To address the aforementioned problem, the purpose of this study is to forecast tourism demand using online review data derived from the analysis of review helpfulness.

The authors propose a novel “identification-first, forecasting-second” framework. This framework prioritizes the identification of helpful reviews through a comprehensive analysis of review helpfulness, followed by the integration of helpful online review data into the forecasting system. Using the SARIMAX model with helpful online review data sourced from TripAdvisor, this study forecasts tourist arrivals in Hong Kong during the period from August 2012 to June 2019. The SNAÏVE/SARIMA model was used as the benchmark model. Additionally, artificial intelligence models including long short-term memory, back propagation neural network, extreme learning machine and random forest models were used to assess the robustness of the results.

The results demonstrate that online review data are subject to noise and bias, which can adversely affect the accuracy of predictions when used directly. However, by identifying helpful online reviews beforehand and incorporating them into the forecasting process, a notable enhancement in predictive performance can be realized.

First, to the best of the authors’ knowledge, this study is one of the first to focus on the data issue of online reviews on tourism arrivals forecasting. Second, this study pioneers the integration of the consumer decision-making process into the domain of tourism demand forecasting, marking one of the earliest endeavors in this area. Third, this study makes a novel attempt to identify helpful online reviews based on reviews helpfulness analysis.

Most previous studies predicting review helpfulness ignored the significance of deep features embedded in review text and instead relied on hand-crafted features. Hand-crafted and deep features have the advantages of high interpretability and predictive accuracy. This study aims to propose a novel review helpfulness prediction model that uses deep learning (DL) techniques to consider the complementarity between hand-crafted and deep features.

First, an advanced convolutional neural network was applied to extract deep features from unstructured review text. Second, this study used previous studies to extract hand-crafted features that impact the helpfulness of reviews and enhance their interpretability. Third, this study incorporated deep and hand-crafted features into a review helpfulness prediction model and evaluated its performance using the Yelp.com data set. To measure the performance of the proposed model, this study used 2,417,796 restaurant reviews.

Extensive experiments confirmed that the proposed methodology performs better than traditional machine learning methods. Moreover, this study confirms through an empirical analysis that combining hand-crafted and deep features demonstrates better prediction performance.

To the best of the authors’ knowledge, this is one of the first studies to apply DL techniques and use structured and unstructured data to predict review helpfulness in the restaurant context. In addition, an advanced feature-fusion method was adopted to better use the extracted feature information and identify the complementarity between features.

大多数先前预测评论有用性的研究忽视了嵌入在评论文本中的深层特征的重要性, 而主要依赖手工制作的特征。手工制作和深层特征具有高解释性和预测准确性的优势。本研究提出了一种新颖的评论有用性预测模型, 利用深度学习技术来考虑手工制作特征和深层特征之间的互补性。

首先, 采用先进的卷积神经网络从非结构化的评论文本中提取深层特征。其次, 本研究利用先前研究中提取的手工制作特征, 这些特征影响了评论的有用性并增强了其解释性。第三, 本研究将深层特征和手工制作特征结合到一个评论有用性预测模型中, 并使用Yelp.com数据集对其性能进行评估。为了衡量所提出模型的性能, 本研究使用了2,417,796条餐厅评论。

广泛的实验验证了所提出的方法优于传统的机器学习方法。此外, 通过实证分析, 本研究证实了结合手工制作和深层特征可以展现出更好的预测性能。

据我们所知, 这是首个在餐厅评论预测中应用深度学习技术, 并结合了结构化和非结构化数据来预测评论有用性的研究之一。此外, 本研究采用了先进的特征融合方法, 更好地利用了提取的特征信息, 并识别了特征之间的互补性。

The purpose of this study is to explore the impact of online reviews on answer adoption in virtual Q&A communities, with an eye toward extending knowledge exchange and community management.

Online reviews contain rich cognitive and emotional information about community members regarding the provided answers. As feedback information on answers, it is crucial to explore how online reviews affect answer adoption. Based on signaling theory, a research model reflecting the influence of online reviews on answer adoption is established and empirically examined by using secondary data with 69,597 Q&A data and user data collected from Zhihu. Meanwhile, the moderating effects of the informational and emotional consistency of reviews and answers are examined.

The negative binomial regression results show that both answer-related signals (informational support and emotional support) and answerers-related signals (answerers’ reputations and expertise) positively impact answer adoption. The informational consistency of reviews and answers negatively moderates the relationships among information support, emotional support and answer adoption but positively moderates the effect of answerers’ expertise on answer adoption. Furthermore, the emotional consistency of reviews and answers positively moderates the effect of information support and answerers’ reputations on answer adoption.

Although previous studies have investigated the impacts of answer content, answer source credibility and personal characteristics of knowledge seekers on answer adoption in virtual Q&A communities, few have examined the impact of online reviews on answer adoption. This study explores the impacts of informational and emotional feedback in online reviews on answer adoption from a signaling theory perspective. The results not only provide unique ideas for community managers to optimize community design and operation but also inspire community users to provide or utilize knowledge, thereby reducing knowledge search costs and improving knowledge exchange efficiency.

Consumer-perceived review attitude determines consumer overall information adoption and is a core part of consumer’s online-shopping. This study aims to focus on factors that could influence consumer review attitude and can be used by marketers to shape individual information perception.

The study used the questionnaire method to collect data from online shoppers and the modelling of structural equations as an empirical approach to analyse the data.

The findings demonstrate that both systematic and heuristic cues impact the reviewer’s credibility and perceived website attitude differently, which, in turn, influence review attitude. Review characteristics, such as factuality, consistency and relevancy, have a positive relationship with reviewer credibility, while only review consistency and relevancy appears to have a relationship with review attitude. Website characteristics such as reputation, familiarity and social interactivity positively influence the website attitude, which positively influences review attitude. Apart from this, review skepticism has a significant negative relationship with review attitude.

This study could help to foster a positive attitude towards online reviews. Digital marketers need to motivate trusted reviewers to post consistent, fact-based reviews. Further improving the overall website reputation and interactivity could bring a positive attitude towards the reviews. Also, digital marketers must filter and avoid contradictory reviews or reviews that have a bipolar message and reviews expressing numerous emotions to enhance review relevance and consistency.

The current study addresses the need to understand the formation of consumer review attitude through both review and website characteristics using heuristic – systematic model. The paper captures the complex process undergone by the consumer to decipher review attitude and thereby extend the understanding of consumer information processing.

The authors investigate the varying impact of three categories of conflicting consumer reviews (i.e. conflicting opinions on attributes of a product item, conflicting ratings of an item and the intensity of conflicting reviews of an item) on the potential customers' perceived informativeness, which is expected to affect the perceived correct purchase.

To test their proposed hypotheses, the authors conducted an experiment using a 2 × 2 × 2 factorial design for each conflict type comprising two levels (low vs high).

The results of this study found that conflicting opinions on product attributes can enhance potential customers' perceptions of informativeness and subsequent correct purchase decisions while conflicting ratings and the intensity of conflicting reviews can diminish potential customers' perceptions of informativeness. In addition, conflicting ratings negatively moderate the effect of conflicting attributes on perceived informativeness such that the positive effect of conflicting attributes on perceived informativeness will be less prominent when conflicting ratings are present (vs absent).

While potential customers are browsing product descriptions, reviews and comments from other purchasers are also playing a role in influencing a potential customer's purchase decision. However, given the different experiences and temperaments of individuals, the subjective remarks and ratings of individuals are sometimes inconsistent or even conflicting, which can lead to confusion among potential customers. The authors categorize the positive or negative effects of the three conflicting reviews based on the two dimensions of ease of capture and product diagnosticity. The findings can help platforms optimize the display of product reviews to help potential customers make more accurate purchase decisions.

With the appearance of additional review functionality on e-commerce platforms emotional changes in composite reviews have become more diverse. How consumers process the emotional changes in composite reviews is an important concern for companies. This study investigates the impact of explores how changes in the emotional valence and emotional intensity of composite reviews on consumers' information adoption.

Based on emotion as social information theory, this study constructs a double mediation model of how the change in emotional valence of composite reviews affects consumers' adoption intention and examines the moderating effect of the dynamic change of emotional intensity. One field and three online experiments were conducted to test the proposed hypotheses.

Consumers were more likely to adopt positive–negative composite reviews than negative–positive composite reviews. Compared to negative–positive composite reviews, positive–negative composite reviews led to higher perceived empathy and lower motivational suspicion, which, in turn, led to higher information adoption. Moreover, dynamic changes in emotional intensity played a moderating role in this effect. Interestingly, the amount of attribute difference changed the differences in perceived empathy and motivated consumer suspicion generated by the composite review when considering the reviewer’s attribute difference description.

The findings have important theoretical contributions that deepen business and consumer understanding of the impact of composite reviews and have practical implications for improving the management of composite reviews by businesses.

This study aims to detect consumer sarcasm through inconsistencies in sentiment features between text and images of hotel reviews.

This paper proposes a model for sarcasm detection based on multimodal deep learning using reviews of three hotel brands collected from two travel platforms, which can identify emotional inconsistencies within a modality and across modalities. Text-image interaction information is explored using graph neural networks (GNN) to detect essential clues in sarcasm sentiment.

The research results show that the multimodal deep learning model outperforms other baseline models, which can help to understand hotel service evaluation and provide hotel managers with decision-making opinions.

This research can help hoteliers in two ways: detecting service quality and formulating strategies. By selecting reference hotel brands, hoteliers can better assess their level of service quality (optimal resource allocation ensues); therefore, sarcasm detection research is not only beneficial for hotel managers seeking to improve service quality. The multimodal deep learning method introduced in the present study can be replicated in other industries to help travel platforms optimize their products and services.

本研究通过分析酒店评论文本和图像之间情感特征的不一致性来检测消费者的讽刺。

本文提出了一种基于多模态深度学习的讽刺检测模型, 使用从两个旅行平台收集的三个酒店品牌的评论, 该模型能够识别模态内部和模态之间的情感不一致性。利用图神经网络（GNN）探索文本-图像交互信息, 以检测讽刺情感中的关键线索。

研究结果显示, 多模态深度学习模型优于其他基线模型, 这有助于理解酒店服务评估, 并为酒店经理提供决策建议。

该研究可以在两方面帮助酒店业者：检测服务质量和制定策略。通过选择参考酒店品牌, 酒店业者可以更好地评估其服务质量水平（随之而来的是最佳资源分配）, 因此, 讽刺检测研究不仅有助于寻求提高服务质量的酒店经理。本研究介绍的多模态深度学习方法可以在其他行业复制, 帮助旅行平台优化其产品和服务。

This study aims to examine the impact of consumer risk appetite, biases (specifically negative recency bias), and the importance of reviews in enhancing information quality. By analyzing these variables, the authors gain insights into their role in enriching the overall information spectrum available to consumers. The findings contribute to a better understanding of how risk appetite, biases and consumer reviews shape the quality of information.

The questionnaire assessed the relationship between dependent and independent variables by asking participants to rate their experiences in relevant scenarios. Variance-based structural equation modeling with the ADANCO program was used to examine the data. ADANCO software is used explicitly for variance-based structural equation modeling. To evaluate research models and test hypotheses, partial least square path modeling is used.

The efficiency of reviews and ratings is greatly influenced by consumer risk appetite. Businesses should focus on clients who are willing to take risks and balance positive and negative feedback. It is essential to comprehend how customers understand reviews. Credibility is increased by taking biases into account and encouraging unbiased criticism. Promoting thorough reviews strengthens influence. Monitoring and making use of these elements improve online reputation and commercial success.

The research has limitations due to the simplicity of the attributes taken into account and the requirement for a larger sample size. Overcoming barriers to promote consistent client feedback is essential, and tailored emails can help with assessment generation. Increased customer participation in writing evaluations can be achieved by removing obstacles and highlighting the advantages of participation.

Businesses and buyers rely on this “organically” generated content as the basis of their promotional strategy and buying decisions. Most of the research is related to consumer reviews, their behavior and the importance of social validation. However, some critical aspects related to this need further investigation.