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The growth in online shopping activities has made online reviews a useful information source for customers. At the same time, the number of shoppers sharing their experiences through reviews has also increased. Not enough research has been undertaken in the past to examine a comprehensive set of factors that influence review posting behaviour. Further, the influence of personality traits on such behaviour is mostly unexplored. The study aims to examine the impact of the system’s usefulness and ease of use, along with shoppers’ motivation for writing reviews, namely, rewards and associated costs.

Using the 3 M model of personality traits, this paper examined the impact of these personality traits on customers’ intent towards writing online reviews. A detailed review of the literature was undertaken to ascertain the pertinent factors, and the corresponding validated scales were obtained. The primary data was collected using an offline survey method, and 275 valid responses were recorded. The hypotheses were investigated through structural equation modelling on analysis of a moment structures 22.0.

The study observed the significant effects of both ease of use and usefulness, on shoppers’ attitude. This favourable attitude was further found to have a positive effect on shoppers’ intention to write reviews. Of the eight personality traits as predictors of shoppers’ intention to provide reviews, three (neuroticism, agreeableness and openness) were observed to be significant predictors. It was noted that intrinsic rewards influenced shoppers’ intention. Conversely, extrinsic rewards were found to be insignificant in influencing shoppers’ intention. Costs had a significant negative impact on the intention to write reviews.

The study presents theoretical and managerial implications. This paper suggests that for writing online reviews, the customers must perceive the review system to be simple, convenient and easy to use. It is pertinent for them to comprehend the usefulness of such reviews. Electronic retailers must highlight how the reviews are read and considered in making buying decisions. They must develop a system that enables the review writers to know the number of shoppers who have purchased the product after reading a particular review. E-retailers must strategize to highlight the intrinsic rewards available for shoppers to motivate them.

The present study examines the factors that motivate and influence shoppers to write online reviews. Using the conceptual framework of technology acceptance model, the self-determination theory and the 3 M framework of personality traits, the study investigates the factors that motivate shoppers to write reviews. The most significant aspect of the present study is the inclusion of eight personality traits for deciphering the relationship between personality traits and the intention to write reviews.

This paper aims to investigate whether a message from a brand with stronger brand equity generates more trust than a message from a brand with lower brand equity, and thus is more likely to encourage consumers to write online reviews. This paper also explores what happens when consumers become aware that brands are trying to persuade them to write a review.

Through three experimental studies, where participants were randomly assigned to a brand that has either a stronger or weaker brand equity, participants’ intention to write reviews was measured. Trust in the message was measured to study its mediating role, and persuasion knowledge of the participants was manipulated to investigate its moderating effect.

The findings confirm that consumers are more likely to write online reviews when a message comes from a brand that has stronger brand equity, trust in the message mediates the relationship between brand equity and consumer intention to write an online review, and persuasion knowledge has a differential effect on consumer intention to write reviews.

The study adds to the brand equity and online review literature by providing evidence that a higher level of consumer trust on brands that have stronger brand equity leads to an increased intention to write a review for the brand. It also shows that consumers’ awareness of the motive of the brand is more beneficial for brands with strong brand equity, contributing to persuasion knowledge literature.

This study aims to delve into the varying impacts of different types of emotions conveyed through retailers' review request texts on consumers' intention to write a review.

To verify the relationships between these variables, two laboratory experiments were conducted in this study.

The findings indicate that when accompanied by an objective statement, texts that evoke empathy and favor have a positive influence on consumers' inclination to write a review. Moreover, by examining the underlying mechanism, this study uncovers two interconnected mediators, namely persuasive intent and cognitive (affective) resistance, along with empathy and helping intention. Additionally, the study explores the moderating role of customer satisfaction with the product, shedding light on the contextual factors that influence the effects of emotional cues in review texts.

This research contributes to the literature and practice by focusing on the process of retailers' generating online reviews. This is one of the first studies to systematically examine the effects of emotional text in retailers' review request on consumers' reviewing intention from the perspective of emotional evocation. The experimental findings and the underlying mechanisms emphasize the impact of different types of emotions in retailers' review requests texts on consumers' reviewing intentions. It can help retailers better understand the psychological reactions of consumers when they ask reviews, which provide theoretical support for retailers to design more reasonable asking texts.

The present research has used the expectancy–confirmation model along with the regret theory to examine the influence of six e-retailers' characteristics and confirmation on shoppers' satisfaction or regret. Further, the effect of these two cognitive constructs has been investigated on consumers' post-purchase behaviour like the intention to write reviews, repurchase intentions and brand-switching behaviour.

Extensive review of the literature was undertaken to identify the related factors. Data were collected using the survey instrument from 367 respondents. Structural equation modelling using Amos 22.0 was carried out for analysing the data.

The findings from the data collected from 367 respondents include the significant influence of price transparency, service quality and firms’ sincerity on shoppers' satisfaction.

Contrary to expectations, it is observed that product assortment, product quality and quality of personalisation did not have any such influence. Also, a firm's sincerity is the only factor that influenced regret. The noticeable outcome of the study pertains to the fact that online reviews are only provided by satisfied shoppers and not shoppers who regret. Rather, such regretting customers prefer switching to the alternative brand(s) and are less inclined to repurchase.

This study aims to investigate the impact of a salesperson’s babyface in his/her profile picture on the number of online reviews the salesperson receives. In addition to testing the direct relationship, this study explores the moderating roles of salesperson gender and consumer involvement.

Responding to the call for field-based consumer research, the authors test their theory using an experimental design and a field study. Study 1 employs an experimental design in high and low involvement service settings to test the effect of a babyface on consumers’ intention to write online reviews. Study 2 uses field data, utilising real estate salespeople’s online profile pictures to test the effect of salespeople’s babyface on the number of online reviews they receive. It does so by using an artificial intelligence facial recognition application interface.

A salesperson’s babyface results in fewer online reviews in situations in which consumers are highly involved in the purchase process. By contrast, a salesperson’s babyface engenders more online reviews when consumers purchase low involvement services. The adverse effect of a babyface on the number of online reviews, however, attenuates when a salesperson is female.

Limited information about salespeople, a skewed number of online reviews and blurry online profile pictures from a real-world data set constitute the study’s limitations.

When consumers are highly involved in the purchase process, salespeople should appear mature in their online profile photos to engender more online reviews. However, salespeople providing low involvement services should opt for online profile pictures reflecting babyish facial features to generate more online reviews.

Research has shown that salespeople’s physical appearance plays an important role in consumers’ perceptions of salespeople and their performance. Although abundant research and practice have shown the importance of online reviews, less is known about how online profile pictures affect online reviews. Thus, building on well-studied cases of an overgeneralization effect, this work examines the extent to which salespeople’s babyface features in their online profile picture affects the number of online reviews received in a real-world setting.

This study aims to compare the relative importance of service quality (SQ), customer satisfaction (CS) and positive emotional experiences (PEE) to determine which is more influential in customers’ intention to spread positive eWOM.

A questionnaire that had been translated previously into English, German and Spanish and contained scales from previous studies, as well as a new scale created for electronic word-of-mouth (eWOM) (which was tested before fieldwork commenced), was sent through an online survey to all customers who had stayed in a hotel during the previous three months and were selected from the customers’ database of two international hotel chains that operate hotels worldwide, most of which are middle-upper class establishments that specialize in the holiday market. A total of 3,671 valid questionnaires were obtained, and the research model was tested using partial least squares.

The findings suggested that, in the context of mid-upscale hotels, SQ is of paramount importance for CS, but by itself, does not guarantee customers’ involvement in generating and spreading positive eWOM. CS, by itself, neither guarantees customer involvement in positive eWOM spreading. However, the provision of services that can generate PEE among hotel guests is a powerful determinant of positive eWOM spreading and also has a very positive effect on CS.

The results are based on a sample selected from customers of mid-upper-class hotels that cater to the holiday segment, and therefore, apply only to customers who use this category of hotel services. Further research should be conducted on mid-lower-class hotels to determine whether the results obtained in this paper can be generalized throughout the hotel industry.

This study provides useful insights for hotel marketing managers by identifying a key causal element that fosters consumer creativity and consumer content creation by spreading eWOM. Managerial practices should strive to provide guest experiences that have the ability to increase emotional outcomes. The results have practical implications for product/service development, communication and customer relationship activities, as well as price and revenue management. Specifically, SME hotels could benefit from an increased volume of positive eWOM to increase their competitiveness.

The antecedents of eWOM have received less attention in research than its effects. Drawing on a large sample of hotel customers, this paper sheds light on the important issue of identifying which factors motivate customers to engage in spreading positive eWOM specifically in the hotel industry. The results also suggested that WOM and eWOM should not be considered strictly equivalent either in their features and effects or in their antecedents.

The purpose of the study is to identify critical value-creating elements of luxury services expressed in ratings and reviews posted on third-party sites and examine cross-cultural differences. To this end, the research analyzed online ratings and reviews of luxury hotels posted on TripAdvisor from customers of four European regions (East, North, South and West).

Eight hundred thirty-eight online user-generated ratings and reviews of luxury hotels were analyzed quantitatively using MANOVA and qualitatively using text analysis.

The study findings support (a) that product and physical evidence are the most critical experiential elements of luxury hotels' offerings and (b) cultural differences among tourists from various regions of Europe in their hotel ratings and reviews. Specifically, Eastern and Northern Europeans are more generous in their review ratings than western and southern Europeans. Moreover, eastern Europeans value the hotel's physical evidence/environment whereas western Europeans prioritize the core product (room and food) followed by the physical environment/servicescape. Southern Europeans and Northern Europeans value most the personnel, followed by the physical environment and the core product, respectively.

Cultural differences provide several implications with regard to luxury services segmentation, social media management, service marketing mix development and hotel promotion.

The value of this study originates from studying post–purchase customer behavior in luxury services from a cross-cultural perspective. Moreover, identifying critical aspects of value-creating customer experience in a luxury context adds to the available literature.

Investigates the differences in protocols between arbitral tribunals and courts, with particular emphasis on US, Greek and English law. Gives examples of each country and its way of using the law in specific circumstances, and shows the variations therein. Sums up that arbitration is much the better way to gok as it avoids delays and expenses, plus the vexation/frustration of normal litigation. Concludes that the US and Greek constitutions and common law tradition in England appear to allow involved parties to choose their own judge, who can thus be an arbitrator. Discusses e‐commerce and speculates on this for the future.

The main purpose of the current research is to investigate the effectiveness of messages sent out by firms inviting customers to write online reviews. The joint effect of message framing, power and individuals’ need for status (NFS) on consumers’ intentions to write a review was examined.

This study uses a 2 (message framing: self-vs other-focused) × 2 (power state: high vs low) × 2 (NFS: high vs low) factorial design with message framing being manipulated and power and NFS being measured.

The results show that customers low in power are more likely to be persuaded by a message focused on others (vs self), and customers high in power show similar levels of behavioral intention regardless of message framing. Furthermore, this effect is significant only among those with a high (vs low) NFS.

Hospitality practitioners may consider customizing the invitation message based on target consumers’ individual traits. They may either prime consumers’ status seeking intentions and/or sense of power, or gain such insights through outside marketing research companies. Depending on the characteristics of the recipients, companies can choose either a self-focused or an other-focused message to increase its persuasiveness.

This is one of the first studies examining the joint effect of message framing, power and NFS on consumers’ willingness to write online reviews.

The Equal Pay Act 1970 (which came into operation on 29 December 1975) provides for an “equality clause” to be written into all contracts of employment. S.1(2) (a) of the 1970 Act (which has been amended by the Sex Discrimination Act 1975) provides: