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Article
Publication date: 1 April 1984

Donald T. Hawkins

This is the seventh annual update of the bibliography that was published as a supplement to the first issue of Online Review. It is also the first update to the recently…

1016

Abstract

This is the seventh annual update of the bibliography that was published as a supplement to the first issue of Online Review. It is also the first update to the recently published concatenated bibliography containing the original issue plus the first six updates. This update covers the approximate time period late 1982 through early 1984. It contains 931 references.

Details

Online Review, vol. 8 no. 4
Type: Research Article
ISSN: 0309-314X

Article
Publication date: 24 October 2022

Eathar Abdul-Ghani, Jungkeun Kim, Junbum Kwon, Kenneth F. Hyde and Yuanyuan (Gina) Cui

Given the socialisation of men and women to their gender roles and expression of emotion, this study aims to investigate whether there are gender differences in the use of…

Abstract

Purpose

Given the socialisation of men and women to their gender roles and expression of emotion, this study aims to investigate whether there are gender differences in the use of emotive language in electronic word-of-mouth (eWOM), specifically in online reviews. The authors propose that female reviewers will use strong emotive terms, such as love, more frequently in online reviews than do male reviewers. The authors further propose that the gender of the reviewer influences audience responses to the reviewer’s use of emotive terms in online reviews.

Design/methodology/approach

The authors conducted secondary data analysis of restaurant reviews (Study 1) to provide evidence on whether the gender of the reviewer affects the frequency of use of emotive terms in an online review. In addition, three separate experiments (Studies 2–4) were conducted to test the theoretical arguments.

Findings

The results of the secondary data analysis indicated that female online reviewers used the term “love” much more frequently in their reviews than male reviewers, whereas there was no usage difference for the term “like”. The experimental studies further showed that an emotive review by a male reviewer containing the word “love” resulted in a higher evaluation of the restaurant being reviewed than a non-emotive review containing the word “like”. This difference was stronger when the overall rating was less salient and for consumers who believe (vs do not believe) that men and women use emotional language differently.

Research limitations/implications

First, the paper extends our understanding of gender differences in emotional expression within the domain of eWOM and online reviews as well as our understanding of consumer responses to these gender differences. Second, the authors identify a boundary condition for these gender effects, namely, the overall rating score. Third, the authors find that consumer beliefs regarding gender stereotypes in emotional expression provide an explanation for these effects.

Practical implications

The results of the research indicate that the electronic algorithms operating on review sites might be modified in terms of their criteria for selecting the reviews to display to consumers, as consumer decision-makers may find greater utility in reviews written by male reviewers that contain strongly positive emotive terms.

Originality/value

The research extends the knowledge on gender differences in emotional expression in online reviews by demonstrating the actual usage patterns and differing responses to the emotional expressions of each gender.

Details

European Journal of Marketing, vol. 56 no. 12
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 27 September 2022

Ruijuan Wu, Yixiao Hu and Peiyu Li

The objective of this study is to examine the effects of pictures (consumer pictures vs. product pictures vs. no pictures) in online consumer reviews on product evaluation…

Abstract

Purpose

The objective of this study is to examine the effects of pictures (consumer pictures vs. product pictures vs. no pictures) in online consumer reviews on product evaluation and to determine the mechanism and boundary conditions behind such effects.

Design/methodology/approach

The research consisted of three laboratory experiments.

Findings

The results showed that consumer pictures led to the most favorable product evaluation. Study 1 showed that persuasive effect was the mechanism behind the main effect. Study 2 showed that for problem-solving products, consumer pictures increased product evaluation significantly; for enhancing products, there was no significant difference of product evaluation among consumer pictures, product pictures and no picture. The results of Study 3 showed that for the unfamiliar brand, consumer pictures significantly enhanced product evaluation; for the highly familiar brand, there was no significant difference among consumer pictures, product pictures and no picture. The present research used persuasive effects to examine the mechanism behind the interaction effects.

Practical implications

The study provides managerial implications for online store owners about how to manage pictures in online reviews.

Originality/value

This study supplements the literature on online consumer reviews and enriches the study of effects of pictures.

Details

Journal of Contemporary Marketing Science, vol. 5 no. 2
Type: Research Article
ISSN: 2516-7480

Keywords

Book part
Publication date: 19 September 2019

Brian T. Ratchford

This chapter presents a summary of the literature on the influence of the Internet and other digital innovations on markets, consumers, and firms. The review leads to a…

Abstract

This chapter presents a summary of the literature on the influence of the Internet and other digital innovations on markets, consumers, and firms. The review leads to a list of topics in need of research in the general areas of big data, online and mobile advertising, consumer search, online privacy, online reviews, social networks, platforms for online transactions, and the impact of the Internet on retail markets, including multi-channel and omni-channel retailing. We discuss the big data approaches that have been applied to problems of targeting and positioning and suggest areas for further development of these approaches. We also discuss the emerging area of mobile advertising, which can further enhance targeting. On the consumer side, the evidence indicates that the Internet has greatly lowered the costs of search and access to retailers. Much of the consumer data are transmitted to sellers, and much of the online advertising is transmitted to consumers, through platforms, such as Google. We conclude that better models of competition among these platform firms are needed and that they need to be examined for anti-trust violations. While online retailing has grown rapidly, it still has a relatively small share of retail sales. Since sellers can combine the advantages of online and offline channels, it has been common for sellers to branch into multi-channel retailing. Given the increased availability of detailed consumer data, omni-channel selling, which emphasizes strategies for the various touchpoints that lead to a transaction, is an area for further development.

Details

Marketing in a Digital World
Type: Book
ISBN: 978-1-78756-339-1

Keywords

Article
Publication date: 12 July 2022

Shutian Wang, Yan Lin, Yejin Yan and Guoqing Zhu

This study explores the direct relationship between social media user-generated content (UGC), online search traffic and offline light vehicle sales of different models.

Abstract

Purpose

This study explores the direct relationship between social media user-generated content (UGC), online search traffic and offline light vehicle sales of different models.

Design/methodology/approach

The long-run equilibrium relationship and short-run dynamic effects between the valence and volume of UGC, online search traffic and offline car sales are analyzed by applying the autoregressive distribution lag (ARDL) model.

Findings

The study found the following. (1) In the long-run relationship, the valence of online reviews on social media platforms is significantly negatively correlated with the sales of all models. However, in the short-run, the valence of online reviews has a significant positive correlation with all models in different lag periods. (2) The volume of online reviews is significantly positively correlated with the sales of all models in the long run. However, in the short run, the relationship between the volume of online reviews and the sales of lower-sales-volume cars is uncertain. There is a significant positive correlation between the volume of reviews and the sales of higher-sales-volume cars. (3) Online search traffic has a significantly negative correlation with the sales of all models in the long run. However, in the short run, there is no consistent conclusion on the relationship between online search traffic and car sales.

Originality/value

This study provides a reference for managers to use in their efforts to improve offline high-involvement product sales using online information.

Details

Kybernetes, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0368-492X

Keywords

Book part
Publication date: 19 September 2019

Sergio Román, Isabel P. Riquelme and Dawn Iacobucci

In this chapter, we introduce a new construct we call “Perceived Deception in Online Consumer Reviews” (PDOCR). Online reviews of products are very important to companies…

Abstract

In this chapter, we introduce a new construct we call “Perceived Deception in Online Consumer Reviews” (PDOCR). Online reviews of products are very important to companies and customers, yet they are vulnerable to unethical representations. Even regardless of whether a deceptive review has been posted or not, we take the position that it is important to understand consumers’ perceptions of deception because it is a consumer’s perception that leads him or her to experience subsequent feelings and opinions and to consider follow-up actions. We draw on the literature and build on the Elaboration Likelihood Model and Cognitive Dissonance Theory to create an overarching framework of antecedents of PDOCR, consequences, and moderators. We also report findings from a sample of in-depth interviews with real consumers about their thoughts on these phenomena and related constructs. We use our framework and theories and the qualitative data to derive Research Questions that we hope will spur future research on these important issues.

Article
Publication date: 29 April 2022

Qingxiang An and Ahmet Bulent Ozturk

This study aims to examine the effects of user-generated photos (UGPs) and review valence (RV) on hotel guests’ perceived service quality, perceived price, perceived…

Abstract

Purpose

This study aims to examine the effects of user-generated photos (UGPs) and review valence (RV) on hotel guests’ perceived service quality, perceived price, perceived overall image and booking intention.

Design/methodology/approach

An online experiment where respondents were randomly assigned to one of the six conditions in a 2 (UGPs: provided vs not provided) × 3 (RV: positive vs neutral vs negative) between-subjects factorial design was used. The data of the study was collected from the travelers who used an online hotel review site to book a hotel at least once in the past 12 months. An independent sample t-test and analysis of variance were used to analyze the data of this study.

Findings

The results indicated that UGPs and RV significantly influenced hotel guests’ service quality, price, overall image perceptions and booking intention. The interaction effects of UGPs and RV indicated that positive online hotel reviews with UGPs had higher impact on hotel guests’ service quality, price, overall image perceptions and booking intention than neutral and negative online hotel reviews with UGPs.

Practical implications

The understanding of the effects of UGPs and RV on guests’ price, service quality, overall image perception and booking intention can help hotel managers and social media website designers to better promote the hotel and provide efficient online hotel booking environment.

Originality/value

This study builds the relationships between UGPs and RV and hotel guests’ perceived price, perceived service quality, perceived overall image and booking intention, which are crucial factors regarding online hotel marketing.

评估用户生成的照片对酒店客人价格、服务质量、整体形象感知和预订意愿的影响

研究目的

本研究旨在探索用户生成的照片 (UGP) 和评论效价 (RV) 对酒店客人感知服务质量、感知价格、感知整体形象和预订意图的影响。

研究设计/方法/途径

本研究采用受试者间因子设计进行了一项在线实验, 其中受访者被随机分配到 2(UGP:提供与未提供)× 3(RV:阳性 vs. 中性 vs. 阴性)中的六个条件之一。该研究的数据是从过去 12 个月内使用在线酒店评论网站至少预订一次酒店的旅行者那里收集的。使用独立样本 t 检验和方差分析 (ANOVA) 来分析研究数据。

研究结果

结果表明, UGP 和 RV 显着影响酒店客人的服务质量、价格、整体形象认知和预订意愿。 UGP 和 RV 的交互作用表明, 与 UGP 的中性和负面在线酒店评论相比, 带有 UGP 的正面在线酒店评论对酒店客人的服务质量、价格、整体形象感知和预订意愿的影响更大。

研究实践意义

了解UGPs和RV对客人价格、服 务质量、整体形象感知和预订意愿的影响, 可以帮助酒店管理者和社交媒体网站设计师更好地宣传酒店, 提供高效的在线酒店预订环境。

研究原创性/价值

本研究建立了UGP和RV与酒店客人感知价格、感知服务质量、感知整体形象和预订意愿之间的关系, 这些是在线酒店营销的关键因素。

Article
Publication date: 9 June 2022

Jong Min Kim and Eunkyung Lee

The ongoing impact of COVID-19 and the subsequent perception of threat have shifted consumer perceptions and evaluations of service experiences. This paper aims to…

Abstract

Purpose

The ongoing impact of COVID-19 and the subsequent perception of threat have shifted consumer perceptions and evaluations of service experiences. This paper aims to investigate how customers’ service evaluation is shared as customer reviews following the pandemic and the heightened perception of threat. In doing so, this research particularly investigates the shifts in the textual contents of online reviews.

Design/methodology/approach

This study used the textual contents in the online reviews posted on Hotels.com for 1,497 hotels in New York City for empirical analysis. In total, 109,190 observations were used for the analysis.

Findings

By analyzing actual online review data from an online review platform for hotel services, this study finds that the text reviews generated after the pandemic outbreak tend to contain words with stronger negative emotions. In terms of the pronoun choice, this study further finds that the use of “I” increases while the use of “we” decreases.

Originality/value

This research adds to the existing literature on service evaluation and online customer reviews by showing that there are shifts in the expressions used to communicate service evaluation through online text reviews, including the degree of emotionality and pronoun usage. Because potential customers are likely to rely on online reviews for their own decisions, the findings suggest that it is important for practitioners to be aware of such shifts and respond accordingly.

Details

Journal of Services Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 3 December 2021

Qin Chen, Jiahua Jin and Xiangbin Yan

Although online health communities (OHCs) and online patient reviews can help to eliminate health information asymmetry and improve patients' health management, how…

Abstract

Purpose

Although online health communities (OHCs) and online patient reviews can help to eliminate health information asymmetry and improve patients' health management, how patients write online reviews within OHCs is poorly understood. Thus, it is very necessary to determine the factors influencing patients' online review behavior in OHCs, including the emotional response and reviewing effort.

Design/methodology/approach

Based on expectation-disconfirmation theory, this study proposes a theoretical model to analyze the effects of service quality perception (i.e. outcome quality and process quality perceptions) and disconfirmation (i.e. outcome quality and process quality disconfirmations) on patients' emotional response and reviewing effort. The authors test the research model by using empirical data collected from a popular Chinese OHC and applying ordinary least squares (OLS) regression and zero-truncated negative binomial (ZTNB) regression models.

Findings

Both service quality perception and disconfirmation have a positive effect on patients' positive emotional intensity in textual reviews, and disease severity enhances these relationships of process quality. Moreover, there is an asymmetric U-shaped relationship among service quality perception, disconfirmation and reviewing effort. Patients who perceive low service quality have higher reviewing effort, while service quality disconfirmation has the opposite relationship. Specifically, patients' effort in writing textual reviews is lowest when perceived outcome quality is 3.5 (on a five-point scale), perceived process quality is 4 or outcome quality and process quality disconfirmations are −1.

Originality/value

This study is the first to examine patients' online review behavior and its motivations and contributes to the literature on online reviews and service quality. In addition, the findings of this study have important management implications for service providers and OHC managers.

Details

Information Technology & People, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 17 January 2022

Jong Min Kim and Jeongsoo Han

The length of stay (LoS) is of major importance from the perspective of the management of tourist destinations. As tourists heavily rely on the online reviews of other…

Abstract

Purpose

The length of stay (LoS) is of major importance from the perspective of the management of tourist destinations. As tourists heavily rely on the online reviews of other travelers as a primary information source, this study aims to empirically examine how the LoS can influence the online reviews for hotels, with special emphasis on the textual review content.

Design/methodology/approach

This study analyzes online review data collected from Booking.com by using the Linguistic Inquiry and Word Count program to operationalize review depth, analytical thinking and the authenticity reflected in customer reviews. Based on the analyzed data, this study used a series of regression analyses to understand the impacts of the LoS on online reviews.

Findings

The author’s analysis found that a longer stay at a hotel causes consumers to be more likely to post online reviews that not only include a numerical rating as well as written content but also lengthier and more detailed descriptions of their hotel experiences. Further analysis found that the LoS at hotels causes systematic differences in the linguistic attributes of the review content. Specifically, consumers who stay longer tend to write reviews with more analytical information, resulting in consumers perceiving the online reviews as more authentic.

Research limitations/implications

Although the LoS has been considered a significant issue in tourism, studies examining the impact of different lengths of stay on consumers’ post-purchase behaviors are limited. In this light, the author’s findings demonstrate how the LoS can change the linguistic attributes of online reviews. It expands the body of knowledge of the LoS in tourism.

Originality/value

This study represents the first attempt to empirically examine and reveal how the different length of stay at a hotel systemically influences consumer review-posting behaviors.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

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