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Article
Publication date: 25 October 2018

Panagiotis Stamolampros and Nikolaos Korfiatis

Although the literature has established the effect of online reviews on customer purchase intentions, the influence of psychological factors on online ratings is…

Abstract

Purpose

Although the literature has established the effect of online reviews on customer purchase intentions, the influence of psychological factors on online ratings is overlooked. This paper aims to examine these factors under the perspective of construal level theory (CLT).

Design/methodology/approach

Using review data from TripAdvisor and Booking.com, the authors study three dimensions of psychological distances (temporal, spatial and social) and their direct and interaction effects on review valence, using regression analysis. The authors examine the effect of these distances on the information content of online reviews using a novel bag-of-words model to assess its concreteness.

Findings

Temporal distance and spatial distance have positive direct effects on review valence. Social distance, on the other hand, has a negative direct effect. However, its interaction with the other two distances has a positive effect, suggesting that consumers tend to “zoom-out” to less concrete things in their ratings.

Practical implications

The findings provide implications for the interpretation of review ratings by the service providers and their information content.

Originality/value

This study extends the CLT and electronic word-of-mouth literature by jointly exploring the effect of all three psychological distances that are applicable in post-purchase evaluations. Methodologically, it provides a novel application of the bag-of-words model in evaluating the concreteness of online reviews.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 10
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 5 June 2017

Yung Kyun Choi, Yuri Seo and Sukki Yoon

The purpose of this paper is to explore the intentions to share electronic word-of-mouth (E-WOM) messages on social media websites depending on tie strength, perceptions…

Abstract

Purpose

The purpose of this paper is to explore the intentions to share electronic word-of-mouth (E-WOM) messages on social media websites depending on tie strength, perceptions of temporal distance and the concreteness of promotional messages.

Design/methodology/approach

A 2×2×2 mixed design is used. Temporal distance (near vs distant) and message concreteness (text vs picture) are between-subjects factors; sharing intentions (close friends vs general public) is a within-subjects factor.

Findings

Findings indicate that consumers are more likely to share promotional messages with their strong rather than weak ties. If they perceive that purchases will occur soon, concrete promotional messages will more strongly motivate them to share the message with their friends. However, if they perceive that purchases will occur in the distant future, abstract messages are more motivating. The difference occurs because construal-level theory is more effective among strong E-WOM ties.

Originality/value

By studying senders’ perspectives, the authors make a new theoretical and practical contribution to the emerging literature on E-WOM communication. Specifically, the authors show how senders are persuaded to share information with their strong- or weak-tie audiences according to the concreteness of a message and temporal distance. The authors add construal-level theory and advertising message processing to the domain of E-WOM and social ties research.

Details

Internet Research, vol. 27 no. 3
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 25 August 2021

Lu (Monroe) Meng, Tongmao Li, Xin Huang and Shaobo (Kevin) Li

This paper aims to investigate the impacts of rumors' information characteristics on people's believing and spreading of rumors online.

Abstract

Purpose

This paper aims to investigate the impacts of rumors' information characteristics on people's believing and spreading of rumors online.

Design/methodology/approach

This study employed a mixed-methods approach by combining qualitative and quantitative methods. In study 1, the authors explored different types of rumors and their information source characteristics through qualitative research. In study 2, the authors utilized the findings from study 1 to develop an empirical model to verify the impact of these characteristics on the public's behaviors of believing and spreading rumors by content analysis and quantitative research.

Findings

The results show that five information source characteristics – credibility, professionalism, attractiveness, mystery and concreteness – influence the spreading effect of different types of rumors.

Research limitations/implications

This study contributes to rumor spreading research by deepening the theory of information source characteristics and adding to the emerging literature on the COVID-19 pandemic.

Practical implications

Insights from this research offer important practical implications for policymakers and online-platform operators by highlighting how to suppress the spread of rumors, particularly those associated with COVID-19.

Originality/value

This research introduces the theory of information source characteristics into the field of rumor spreading and adopts a mixed-methods approach, taking COVID-19 rumors as a typical case, which provides a unique perspective for a deeper understanding of rumor spreading's antecedences.

Details

Internet Research, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 29 January 2018

Alexa K. Fox, George D. Deitz, Marla B. Royne and Joseph D. Fox

Online consumer reviews (OCRs) have emerged as a particularly important type of user-generated information about a brand because of their widespread adoption and influence…

Abstract

Purpose

Online consumer reviews (OCRs) have emerged as a particularly important type of user-generated information about a brand because of their widespread adoption and influence on consumer decision-making. Much of the existing OCR research focuses on quantifiable OCR features such as star ratings and volume. More research that examines the influence of review elements, aside from numeric ratings, such as the verbatim text, particularly in services contexts is needed. The purpose of this research is to investigate the impact of service failures on consumer arousal and emotions.

Design/methodology/approach

The authors present three behavioral experiments that manipulate service failure and linguistic elements of OCRs by using galvanic skin response, survey measures and automated facial expression analysis.

Findings

Negative OCRs lead to the greatest levels of arousal when consumers read OCRs. Service failure severity impacts anger, and referential cohesion, an observable property of text that helps a reader better understand ideas in the text, negatively moderates the relationship between service failure severity and anger.

Originality/value

The authors are among the first to empirically test the effect of emotional contagion in a user-generated content context, demonstrating that it can occur when consumers read such content, even if they did not experience the events being described. The research uses a self-report and physiological measures to assess consumer perceptions, arousal and emotions related to service failures, increasing the robustness of the literature. These findings contribute to the marketing literature on OCRs in service failures, physiological measures of consumers’ emotions, the negativity bias and emotional contagion in a user-generated content context.

Details

European Journal of Marketing, vol. 52 no. 1/2
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 28 September 2018

Sanaz Rahrovani, Mahdieh Mirzabeigi and Javad Abbaspour

This study aims to investigate the relationship between the concreteness of searching module icons and their effectiveness in Iranian digital library applications.

Abstract

Purpose

This study aims to investigate the relationship between the concreteness of searching module icons and their effectiveness in Iranian digital library applications.

Design/methodology/approach

This study was a correlational survey whose participants consisted of two groups, namely, users and experts. The former consisted of 174 users, all of whom were included because of their scarcity, and the latter included ten experts of knowledge and information science. First, the effective and non-effective icons were identified by users. Then, their concreteness was investigated by the expert participants.

Findings

The results of the study showed a significant relationship between the concreteness of icons and their effectiveness, meaning that the more concrete, the more effective the icon was, and vice versa. Furthermore, it was shown that the effective icons were representational and semi-abstract, whereas non-effective ones were very abstract.

Practical implications

The designers, especially digital library practitioners, should use icons that distinguish themselves as effective icons, and avoid using non-effective ones. It is suggested that they apply representational icons more.

Social implications

The designers of mobile interfaces and public environments, such as social networks, transportation systems and so forth, can use icons in their user interfaces that are more effective when they are perceived with more concreteness.

Originality/value

The investigation of the relation between the concreteness of icons and their effectiveness may help determine effective and non-effective icons. It can also be of help to designers to satisfy user needs and improve their site’s performance through using effective icons.

Details

The Electronic Library, vol. 36 no. 5
Type: Research Article
ISSN: 0264-0473

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Article
Publication date: 28 June 2019

Yu-Tzu Chang and Dan N. Stone

This paper aims to introduce the emerging artificial-intelligence-based readability metrics (Coh-Metrix) to examine the effects of firm size on audit proposal readability.

Abstract

Purpose

This paper aims to introduce the emerging artificial-intelligence-based readability metrics (Coh-Metrix) to examine the effects of firm size on audit proposal readability.

Design/methodology/approach

Coh-Metrix readability measures use emerging computation linguistics technology to better assess document readability. These metrics measure co-relations of words, sentences and paragraphs on multi-dimensions rather than adopting the unidimensional “bag of words” approach that examines words in isolation. Using eight Coh-Metrix orthogonal principal component factors, the authors analyze the Chang and Stone (2019) data set comprised of 370 hand-collected audit proposals submitted by audit firms for the US state and local governments’ audit service contracts.

Findings

Audit firm size has a significant impact on the readability of audit proposals. Specifically, as measured by the traditional readability metric, the proposals from smaller firms are more readable than those submitted by larger firms. Furthermore, decomposed readability metrics indicate that smaller firm proposals evidence stronger (deep) text cohesion, whereas larger firm proposals evidence a stronger narrative structure and higher connectivity (relational indicators) among proposal elements. Unlike the traditional readability metric, however, the emergent readability metrics are uncorrelated with auditor selection.

Research limitations/implications

Work remains to develop and validate Coh-Metrix measures that are specific to the context of accounting and auditing practice. Future research can use emerging readability measures to examine various textual features (e.g. text cohesion) in finance or accounting related documents.

Practical implications

The results provide practitioners with insight into the proposal writing strategies and practices of larger and smaller firms. In addition, the results highlight the differing audit firm selection outcomes from traditional and Coh-Metrix readability metrics.

Originality/value

This study introduces new data and holistic readability measures to the auditing literature.

Details

Managerial Auditing Journal, vol. 34 no. 8
Type: Research Article
ISSN: 0268-6902

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Book part
Publication date: 9 October 1996

Bryce Allen

Abstract

Details

Information Tasks: Toward a User-centered Approach to Information Systems
Type: Book
ISBN: 978-1-84950-801-8

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Article
Publication date: 1 April 1992

Donna J. Hill and Nimish Gandhi

Highlights the need for services advertising to receive moreattention from marketing practitioners.Adapts a previously‐developedclassification scheme of services for…

Abstract

Highlights the need for services advertising to receive more attention from marketing practitioners.Adapts a previously‐developed classification scheme of services for advertising. Assesses service characteristics of relevance in advertising. Develops a series of guidelines for managers seeking to develop effective services advertising.

Details

Journal of Services Marketing, vol. 6 no. 4
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 18 June 2019

Werner H. Kunz, Kristina Heinonen and Jos G.A.M. Lemmink

Service technologies are transforming the business landscape rapidly. This paper aims to explore the current scope of research in regard to emerging service technologies…

Abstract

Purpose

Service technologies are transforming the business landscape rapidly. This paper aims to explore the current scope of research in regard to emerging service technologies by comparing the content of articles in academic journals with practitioner-oriented publication outlets.

Design/methodology/approach

A total of 5,118 technology-related articles from service journals, service conferences, business journals and business magazines are analyzed. Text-mining on abstracts is used for the thematic and semantic analysis. Common research themes and their relationships are depicted in a two-dimensional structured network. Further, the sample is analyzed regarding various technologies mentioned in the Gartner Hype Cycle.

Findings

The paper reveals differences in academic and business perspectives in regard to service technologies. In comparison to business journals, scientific service research is more focused on customer-related aspects of technology. Service research has a less concrete focus on technology than in business publications. Still, service conference articles show a broader scope of emerging service technologies than academic journal articles.

Research limitations/implications

Scientific research should focus on more concrete service technologies. Business magazines serve as a good source for that and the paper identifies several promising new technology fields.

Practical implications

Although business magazines cover significantly more concrete service technologies, they miss the integrated perspective that academic articles usually offer. Academia can help business to better align concrete technologies with different internal and external perspectives.

Originality/value

This paper serves as an introduction to the special issue Future Service Technologies. Additionally, a quantitative study of recent service technology research serves as a reality check for academic researchers on business reality and provides research and practical recommendations.

Details

Journal of Services Marketing, vol. 33 no. 4
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 29 April 2021

Wei Wang, Yuting Xu, Yenchun Jim Wu and Mark Goh

Information distortion affects the perception of quality, which, in turn, influences investment decisions and determines the pledge results of fundraising. This study…

Abstract

Purpose

Information distortion affects the perception of quality, which, in turn, influences investment decisions and determines the pledge results of fundraising. This study combines signalling theory with persuasion theory to empirically study the effects of linguistic information distortion from fraudulent cues on a crowdfunding campaign's fundraising outcomes using text analytics, with implications for entrepreneurs, platforms and investors.

Design/methodology/approach

This study empirically analyzes 328,974 crowdfunding projects from the Kickstarter platform. Information distortion is detected using four indicators, based on text mining analytics. An econometric model is built to estimate the impact of information distortion, while the predictive power of the information distortion is detected through machine learning.

Findings

The results inform that distortion in the blurb, detailed description and reward statement dampen a campaign's success, but embellishing the entrepreneur's biography enhances the success of financing. Furthermore, information distortion exhibits a significant inverted U-shaped influence. The effect of the interaction terms suggests that campaigns with high pledge goals are more sensitive to information distortion, and that native-speaking entrepreneurs are adept at applying linguistic skills to promote the campaign.

Originality/value

This study provides a linguistic method to detect the influence of information distortion on crowdfunding campaigns. Further, the study offers some practical suggestions for entrepreneurs on how to generate attractive narratives, and contributes to the investor's decision-making and informs the platform's promotion strategy.

Details

Management Decision, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0025-1747

Keywords

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