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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…

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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

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Article
Publication date: 23 November 2021

Zhangxiang Zhu, Jiapei Liu and Wei Dong

The conclusions of studies on the factors correlated with the perceived usefulness of online reviews are inconsistent due to differences in research perspectives, research…

Abstract

Purpose

The conclusions of studies on the factors correlated with the perceived usefulness of online reviews are inconsistent due to differences in research perspectives, research objects, research methods and data types. This study conducted a meta-analysis to verify a proposed model of perceived usefulness to obtain general conclusions.

Design/methodology/approach

A meta-analysis was conducted to study the factors correlated with the perceived usefulness of online reviews based on 51 studies.

Findings

The results indicate that, with the exception of negative reviews, the order of relevance for the perceived usefulness of online reviews is as follows: the trust tendency of review readers, review replies, review depth, review pictures, reviewer trustworthiness, positive reviews, reviewer expertise, review time and reviewer information disclosure. Perceived usefulness was significantly positively correlated with purchase intention. Review time, positive reviews and negative reviews were also more significantly correlated with perceived usefulness for search products than for experiential products. Review depth, reviewer trustworthiness, reviewer expertise and purchase intention had greater positive correlations with perceived usefulness for experiential products than for search products.

Originality/value

This study proposes an extended information adoption model based on argument quality and source credibility. The model includes personal factors such as the trust tendency of review readers, constructs a theoretical model of the factors correlated with the perceived usefulness of online reviews and considers the moderating effects of product type.

Details

Aslib Journal of Information Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2050-3806

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Article
Publication date: 28 October 2021

Rodoula H. Tsiotsou

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…

Abstract

Purpose

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).

Design/methodology/approach

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

Findings

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.

Practical implications

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

Originality/value

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.

Details

International Journal of Retail & Distribution Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 20 October 2021

Wenjie Fan, Yong Liu, Hongxiu Li, Virpi Kristiina Tuunainen and Yanqing Lin

Drawing on attribution theory, the current paper aims to examine the effects of review content structures on online review helpfulness, focusing on three pertinent…

Abstract

Purpose

Drawing on attribution theory, the current paper aims to examine the effects of review content structures on online review helpfulness, focusing on three pertinent variables: review sidedness, information factuality, and emotional intensity at the beginning of a review. Moreover, the moderating roles of reviewer reputation and review sentiment are investigated.

Design/methodology/approach

The review sentiment of 144,982 online hotel reviews was computed at the sentence level by considering the presence of adverbs and negative terms. Then, the authors quantified the impact of variables that were pertinent to review content structures on online review helpfulness in terms of review sidedness, information factuality and emotional intensity at the beginning of a review. Zero-inflated negative binomial regression was employed to test the model.

Findings

The results reveal that review sidedness negatively affects online review helpfulness, and reviewer reputation moderates this effect. Information factuality positively affects online review helpfulness, and positive sentiment moderates this impact. A review that begins with a highly emotional statement is more likely to be perceived as less helpful.

Originality/value

Using attribution theory as a theoretical lens, this study contributes to the online customer review literature by investigating the impact of review content structures on online review helpfulness and by demonstrating the important moderating effects of reviewer reputation and review sentiment. The findings can help practitioners develop effective review appraisal mechanisms and guide consumers in producing helpful reviews.

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Article
Publication date: 11 August 2021

Fayez Ahmad and Francisco Guzmán

Despite skepticism, consumers rely on online reviews for their purchase decisions. However, academics mostly argue that skepticism has an inverse relationship with…

Abstract

Purpose

Despite skepticism, consumers rely on online reviews for their purchase decisions. However, academics mostly argue that skepticism has an inverse relationship with consumer decision-making. This study aims to investigate the relationship among skepticism, reliance and consumer purchase decisions in an online review context. It also investigates the moderating role of review self-efficacy and regulatory focus in the relationship between skepticism and reliance on online reviews.

Design/methodology/approach

A survey with a nationally representative sample and two experimental studies are conducted.

Findings

Skepticism negatively affects consumers’ reliance on online reviews and reliance on online reviews mediates the relationship between skepticism and review-based purchase decisions. High review self-efficacy participants tend to rely more on online reviews than low review self-efficacy participants. Promotion-focused people rely more on online reviews than prevention-focused people, despite similar levels of skepticism.

Research limitations/implications

The findings contribute to the skepticism, self-efficacy and regulatory focus literature. The general framework of the relationship among skepticism, reliance and purchase decision is also applicable in an online review context.

Originality/value

The results provide evidence of a stronger reliance on online reviews of high review self-efficacy and promotion-oriented consumers compared to low review self-efficacy and prevention-oriented consumers.

Details

Journal of Consumer Marketing, vol. 38 no. 5
Type: Research Article
ISSN: 0736-3761

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Article
Publication date: 19 July 2021

Yuyan Luo, Zheng Yang, Yuan Liang, Xiaoxu Zhang and Hong Xiao

Based on climate issues and carbon emissions, this study aims to promote low-carbon consumption and compel consumers to actively shift to energy-saving appliances. In this…

Abstract

Purpose

Based on climate issues and carbon emissions, this study aims to promote low-carbon consumption and compel consumers to actively shift to energy-saving appliances. In this big data era, online reviews in social and electronic commerce (e-commerce) websites contain valuable product information, which can facilitate firm business strategies and consumer comparison shopping. This study is designed to advance existing research on energy-saving refrigerators by incorporating machine learning models in the analysis of online reviews to provide valuable suggestions to e-commerce platform managers and manufacturers to effectively understand the psychological cognition of consumers.

Design/methodology/approach

This study proposes an online e-commerce review mining and management strategy model based on “data acquisition and cleaning, data mining and analysis and strategy formation” through multiple machine learning methods, namely, Bayes networks, support vector machine (SVM), latent Dirichlet allocation (LDA) and importance–performance analysis (IPA), to help managers.

Findings

Based on a case study of one of the largest e-commerce platforms in China, this study linguistically analyzes 29,216 online reviews of energy-saving refrigerators. Results indicate that the energy-saving refrigerator features that consumers are generally satisfied with are, in sequential order, logistics, function, price, outlook, after-sales service, brand, quality and space. This study also identifies ten topics with 100 keywords by analyzing 18 different refrigerator models. Finally, based on the IPA, this study allocates different priorities to the features and provides suggestions from the perspective of consumers, the government and manufacturers.

Research limitations/implications

In terms of limitations, future research may focus on the following points. First, the topics identified in this study derive from specific points in time and reviews; thus, the topics may change with the text data. A machine learning-based online review analysis platform could be developed in the future to dynamically improve consumer satisfaction. Moreover, given that consumers' needs may change over time, e-commerce platform types and consumer characteristics, such as user profiles, can be incorporated into the model to effectively analyze trends in consumers' perceived dimensions.

Originality/value

This study fills the gap in previous research in this field, which uses small-sample data for qualitative analysis, while integrating management ideas and proposes an online e-commerce review mining and management strategy model based on machine learning methods. Moreover, this study considers how consumers' emotional and thematic preferences for products affect their purchase decision-making from the perspective of their psychological perception and linguistically analyzes online reviews of energy-saving refrigerators using the proposed mining model. Through the improved IPA model, this study provides optimizing strategies to help e-commerce platform managers and manufacturers.

Details

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

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Article
Publication date: 16 August 2021

Sai Vijay Tata, Sanjeev Prashar and Chandan Parsad

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…

Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

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.

Practical implications

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.

Originality/value

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.

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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

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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.

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Article
Publication date: 30 March 2021

Daniel Ruiz-Equihua, Luis V. Casaló and Jaime Romero

Online reviews have received research attention in recent years, as they work as precursors of consumer behaviors. Previous studies have suggested that the influence of…

Abstract

Purpose

Online reviews have received research attention in recent years, as they work as precursors of consumer behaviors. Previous studies have suggested that the influence of online reviews may vary across generations. However, the previous literature has not analyzed yet whether millennials and Generation X react differently to online reviews. This study aims to shed light on this by analyzing whether the attitudes and behavioral intentions generated by online reviews are different for these two generational cohorts.

Design/methodology/approach

An experimental procedure was designed to manipulate online review valence; data were collected from 351 respondents in two samples, Generation X and millennial participants.

Findings

Results suggested that positive online reviews generate more positive customer attitudes and booking intentions than negative online reviews. In addition, Generation X vs millennials moderates the link among online review valence, attitudes and booking intentions. The resultant behaviors from online reviews are more intense among Generation X than for millennials.

Practical implications

Managers should be aware of online review valence and their customers' generational cohort, that is, whether they are millennials or Generation X, as they react differently to online reviews.

Originality/value

This research examines the moderating role of millennials and Generation X in the relationship between online reviews, consumer attitudes and behavioral intentions. The aim is to explain how millennial and Generation X consumers react to eWOM, that is, whether generational cohort mitigates or enhances the effects of positive vs negative online reviews on consumer reactions.

Details

Journal of Hospitality and Tourism Insights, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

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