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The study explored users' tendency of confirmation bias when processing congenial vs. uncongenial electronic-word-of-mouth (e-WOM) about mystery fictions, a hedonic product category with strong experience and hedonic characters.

A two-stage judgment approach was employed where the participants were asked to judge a set of mystery novels twice: one before, and another after they were exposed to positive and negative e-WOM. The first-stage judgment established two favored and two disfavored titles by each participant. They were then asked to read six consumer reviews – three positive and three negative – for each of the four titles. The procedures created four review evaluation situations: two congruent and two incongruent, which allowed the authors to assess the participants' perceptions of congenial and uncongenial reviews and their rating adjustments of the titles. Participants' involvement in mystery novels was also measured to test its moderating effect on confirmation bias.

Confirmation bias in the evaluation of e-WOM was observed and reinforced by the user's involvement in the genre. Congenial reviews were perceived to be significantly more credible, better reflect the intrinsic value of a title and less subjectively motivated than uncongenial reviews. Furthermore, after exposure to equal amount of positive and negative e-WOM, an asymmetrical adjustment of final rating of the titles was observed. A significantly greater downward adjustment was observed for disfavored than favored titles. Stronger positive confirmation bias was also observed in the evaluation of WOM.

Previous studies on e-WOM have shown conflicting findings on the relative efficacy of positive vs. negative reviews. By introducing the factor of prior attitudes, the study demonstrated that whether WOM is consistent with an individual's prior attitude, rather than the valences of WOM in itself, determines its persuasiveness. Thus, it established the confirmation bias in users' processing of e-WOM. The finding highlights the importance for marketers to establish a positive initial impression, which, as the findings demonstrated, helps alleviate the damages caused by negative WOM.

This is the first study that has ever attempted to study the effect of confirmation bias during the users' processing of e-WOM in an experimental setting. By having the participants judge the books before and after exposure to congenial and uncongenial e-WOM, the authors were able to establish the link between the users' prior commitment to a book and their subsequent judgment of both the titles and the e-WOM.

The peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-01-2020-0026

This paper aims to propose a framework model of belief consistency on the confirmatory bias theory, trying to explore the interactions between cues of credence-label structure and different controversial types of health foods, as well as the intermediary mechanism of belief consistency.

This paper presents a conceptual framework of belief consistency based on confirmation bias theory. The interactions between cues of credence-label structure and different controversial types of health foods, as well as the intermediary mechanism of belief consistency.

Consumers’ willingness to purchase varies under interactions between cues of credence-label structure (product-level and ingredient-level credence-label cues) and different controversial types of health foods (noncontroversial health foods and controversial health foods). In the consumption context of noncontroversial health foods, the presence of product-level credence-label cues causes confirmation bias, greater perception of health belief consistency and higher willingness to purchase healthy foods. In the consumption context of controversial health foods, the presence of ingredient-level credence-label cues results in the prevention of confirmation bias, lower perception of unhealthy belief consistency and higher willingness to purchase health foods.

This paper offers a significant tool for researchers to enrich relevant theories in the field of the conceptual framework of cues of credence-label structure. It also discusses practical implications for enterprise marketing and for the health and welfare of consumers.

Knowing your why is a powerful thing. As school librarians, an integral part of our mission is to ensure that students leave their K-12 education as information and media literate members of our society. In order for that to happen, students must also exit their K-12 years understanding how implicit and confirmation bias play a role in the way they view the world. That’s part of the basis of our why: (i) School librarians are critical, necessary, and integral to ensuring we graduate students who are not only college and career ready but also have a deep understanding of how bias affects perception when it comes to being information and media literate; and (ii) School libraries are the epicenter of information and media literacy instruction. Because school librarians have the expertise and the background, they are a first line of defense in the broadening landscape of misinformation and a key player in combating fake news. Additionally, school librarians are uniquely poised to assist students in understanding bias – in particular confirmation and implicit biases that may affect the student’s search for information. This chapter will address the power of the school librarian in an ever-evolving information landscape.

Online reviews in online health communities (OHCs) have been a vital information source for patients. The extant literature on the bias effects of helpful reviews mainly concentrates on traditional e-commerce, whereas research on OHCs is still rare. Thus, based on the heuristic-systematic model (HSM), this research explores how two unique reviewer characteristics in OHCs, which may induce attribution bias and confirmation bias, affect review helpfulness and how review length moderates these relationships.

This research analyzed 130,279 reviews collected from haodf.com (one of the representative OHCs in China) by adopting the negative binomial regression to test our research model.

The results indicate that reviewer cured status positively influences review helpfulness, whereas reviewer recommendation source negatively affects review helpfulness. Moreover, the effects of the two reviewer cues on review helpfulness will be weaker for longer reviews.

First, as one of the initial attempts, the current study investigates the effects of confirmation bias and attribution bias of online reviews in OHCs by exploring the effects of two unique reviewer characteristics on review helpfulness. Second, the weakening moderating effects of review length on the two bias effects provide empirical support for the theoretical arguments of the HSM in OHCs.

By delineating electronic word-of-mouth (e-WOM) into numerical rating and opinionated review, the purpose of this paper is to advance a research model that articulates how the provision of e-WOM can aid in alleviating consumers’ distrust of online service providers, a key determinant in the former’s adoption of the latter. The authors also endeavor to uncover the role gender plays in moderating the aforementioned relationship between e-WOM and distrust.

The research model was validated via a field survey administered on 115 college students and faculty members, who had been exposed to a custom-developed online restaurant review website. SmartPLS 2.0.M3 was employed to verify both the measurement and structural properties of the research model.

Distrust reduces male consumers’ perceptions of usefulness and ease of use toward an online service provider while increasing their adoption intention. For their female counterparts, distrust reduces both perceived ease of use and adoption intention for an online service provider. Additionally, for male consumers, only opinionated review aids in alleviating distrust. Conversely, both numerical rating and opinionated review aid in alleviating the distrust of female consumers. Moreover, in contrast to their female counterparts, male consumers are less susceptible to the influence of cognitive dissonance between numerical rating and opinionated review.

This study integrates distrust with the technology acceptance model (TAM) in an attempt to gain a deeper appreciation of technology acceptance behavior. Furthermore, this study builds on the confirmation bias theory to delineate e-WOM into numerical rating and opinionated review in order to better explicate variations in how males and females react to these two distinct forms of e-WOM. Consistent with the cognitive dissonance theory, the distinction between numerical rating and opinionated review enables further exploration of the impact of cognitive dissonance between these two forms of e-WOM on male and female consumers’ distrust of online service providers. Finally, this study unveils contrasting conflict resolution strategies adopted by male and female consumers to cope with cognitive dissonance in e-WOM.

Findings from this study yield prescriptions for practitioners in terms of how e-WOM can be harnessed to alleviate consumers’ distrust of online service provider. Whereas it is crucial for online service providers to draw on opinionated review to reduce distrust for male consumers, numerical rating should be emphasized for female consumers. This study also sensitizes practitioners to the drawback of providing both numerical rating and opinionated review at the same time due to the potential for cognitive dissonance.

This study is the first to: position distrust within the well-accepted TAM in order to enrich the understanding of technology acceptance behavior; testify to the importance of delineating between numerical rating and opinionated review due to the possibility of cognitive dissonance between these two distinct forms of e-WOM, as well as; uncover contrasting conflict resolution strategies adopted by male and female consumers to cope with cognitive dissonance in accordance with the confirmation bias theory.

The authors' research examines how negative electronic word-of-mouth (e-WOM) alters focal customers' post-recovery justice perceptions and attitudes to determine their future behavior with the service provider. Specifically, this paper develops and tests a conceptual model to investigate how negative e-WOM alters focal customers' perceptual and attitudinal outcomes after the service recovery experience. It also examines the post-recovery effect of negative e-WOM on focal customers’ willingness to patronize the service after their recovery experience.

To test the hypotheses, two pretests and two experimental studies with created scenarios in the retail context were conducted.

The authors' findings reveal that services are judged during and well beyond failure and recovery occurrences. To maintain a loyal customer base, service managers should develop processes that address service complaints both within and beyond the service consumption stage. The authors also find that despite a favorable recovery, focal customers gravitate toward the failure experience and develop unfavorable attitudes toward the service provider, leading to likely defections.

The authors' research demonstrates the persuasive power of negative e-WOM at the post-service recovery stage, making a unique contribution to the service recovery literature. This research also contributes to the persuasive effect of negative e-WOM, demonstrating message context as a boundary condition of negative e-WOM effects. In general, the authors' work highlights the importance of understanding the psychological processes involved in eliciting the persuasive influence of negative e-WOM in the post-service recovery stage that may lead to the defection of “so-called” successfully recovered customers.

A number of research findings point to positive motivational attribution about the donor brand as an essential element of cause‐related marketing (CRM) effectiveness. However, there still lacks sophisticated delineation to explicate the antecedents and consequences of positive motivational attribution. The purpose of this paper is to propose and test a strategic management model to address this issue.

The current study, integrating pertinent theories, develops the conceptual CRM strategic management model. A multi‐phase investigation, alongside statistical technique of structural equation modelling, is used to estimate the causal path relationships among the latent constructs as hypothesised in the model.

Positive motivational attribution about the donor brand refers to the target consumer's perception that the donor brand is motivated with more altruism than egotism. Only when the consumer's prior experience of the donor brand reaches an acceptable level, such perception becomes possible to emerge. Then, the consumer feels stronger moral pleasure for participating or stronger moral displeasure for not participating in the campaign. Eventually, moral pleasure and moral displeasure exert immediate impact on purchase intention.

The empirically validated CRM strategic management model contributes to brand‐marketing research and practice by providing more strategic clues for maximising CRM effectiveness.

This chapter is building conceptual background of psychological risk for international tourists. Drawing on Place Attachment Theory, Moral Disengagement Theory, Followership Theory, Job Demands-Resources, Acculturation Theory and Goal Progress Theory of Rumination, this chapter proposes a framework of psychological risks with six psychological risks that tourists could encounter in foreign destination: destination detachment risk, moral disengagement risk, risk of false risk assessment, burnout risk, risk of loneliness and risk of rumination. High destination detachment could lead tourists to behave less environmentally friendly, while high moral disengagement could lead tourists to behave less ethically friendly. Followership to the influencers in social media could lead tourists to engage in risk-taking behaviours and false risk assessment, leading to burnout risk, risk of loneliness and risk of rumination, where negative autobiographical memory is created and forming memory-related distress when they arrive homes. Place detachment and moral disengagement risk local environmental and social health, while burnout, loneliness and rumination pose risks for the tourists' psychological health. Several studies propose suggestions for the destination manager and tourists to manage the risk effectively and adequately, including place attachment and moral engagement campaign, careful travel planning and social support.

This paper aims to compare US market reactions to the restatement announcements of foreign firms listed in the USA and those of US firms by applying the Capital Market Liability of Foreignness (CMLOF) concept. It further investigates the incremental effect of an improved information environment, proxied by analyst following, on mitigating the negative market reaction to a restatement for foreign vs domestic firms.

Regression tests are performed on a matched-sample, which matches foreign and domestic firms based on industry and firm size. Market reaction is defined as three-day abnormal stock returns calculated using a market model. The sources of CMLOF are defined as institutional distance, information costs, unfamiliarity costs and cultural distance.

Results suggest that, on average, the magnitude of the market reaction to a restatement is 1.8 per cent lower for foreign firms than for domestic firms. Information and unfamiliarity costs contribute to the differing market reactions. In addition, it appears that the improved information environment created by a higher analyst following is more important for foreign firms who face CMLOF than for domestic firms.

While prior research establishes a negative market reaction to restatement announcements, comparing the market reactions for foreign and domestic firms provides evidence regarding whether US investors treat foreign and domestic firms differently. Additionally, to the best of the authors’ knowledge, this is the first study that examines CMLOF using restatement announcements.

The extensive distribution of fake news on the internet (FNI) has significantly affected many lives. Although numerous studies have recently been conducted on this topic, few have helped us to systematically understand the antecedents and consequences of FNI. This study contributes to the understanding of FNI and guides future research.

Drawing on the input–process–output framework, this study reviews 202 relevant articles to examine the extent to which the antecedents and consequences of FNI have been investigated. It proposes a conceptual framework and poses future research questions.

First, it examines the “what”, “why”, “who”, “when”, “where” and “how” of creating FNI. Second, it analyses the spread features of FNI and the factors that affect the spread of FNI. Third, it investigates the consequences of FNI in the political, social, scientific, health, business, media and journalism fields.

The extant reviews on FNI mainly focus on the interventions or detection of FNI, and a few analyse the antecedents and consequences of FNI in specific fields. This study helps readers to synthetically understand the antecedents and consequences of FNI in all fields. This study is among the first to summarise the conceptual framework for FNI research, including the basic relevant theoretical foundations, research methodologies and public datasets.