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“Prosumers” (combining “producer” and “consumers”) describes consumers’ ability to openly share their product/service experiences and thereby drive sales and digital marketing. Understanding what motivates active prosumers to engage in electronic word-of-mouth (eWOM) and share or review their hotel experiences online can help organizations empathize with consumers and use their messages to co-create value. Identifying prosumers’ motivators can enable companies to properly target them as resources for review or consumer feedback studies. This paper aims to investigate the influence of motivators (intrinsic and extrinsic), service quality and age on consumers’ eWOM communication behaviors.

A panel of 204 travelers was surveyed regarding their hotel travel experiences, propensity to write online reviews, preferred review-writing platform, motivations for writing reviews and impressions of service quality. To test the hypotheses, a multivariate regression analysis was performed with eWOM as the dependent variable. Differences in eWOM as a function of preferred review platform were also tested using ANOVA, with a multiple comparison analysis that underlines the differences between prosumers who prefer different types of review platforms and their eWOM behaviors.

Both intrinsic and extrinsic motivators, as well as service reliability, had a significant influence on eWOM behavior, while service tangibility had a negative relationship. Additionally, prosumers’ engagement in eWOM about their hospitality experience differed according to their preferred review platform.

The findings of the analysis underline the importance of consumer motivations and of satisfaction with service quality in the context of digital review behavior. For marketing and hospitality research, this shows the benefits of including not only individual characteristics and demographics when analyzing review behavior but also elements such as perceptions of service quality. Given the differences in how the dimensions of service quality affect consumers’ engagement in online review behavior, this represents a very important topic for research and can be included in future studies that analyze the consumer review behavior model.

Regarding the implications for practitioners, this study highlights the important role played by consumer satisfaction with service in the hospitality industry and its effect on their involvement in online reviews. Managers should be focused constantly on offering great service to their guests, while, at the same time, offering them motivations to engage in posting positive reviews about their vacation. Moreover, as the results of this study imply that various dimensions of service quality have a different impact, managers should focus especially on the aspects that consumers consider important and constantly include in their reviews, such as the tangibles dimension. The results of this study also have the potential to provide to businesses more information to improve the social aspects of vacationing, which can not only improve perceptions about service quality but can also have a positive influence on consumers’ motivations.

This paper develops a better understanding of what motivates people to engage in the eWOM communication behavior of writing online hotel reviews, by showing the effect of consumer motivations and service quality variables on prosumers’ engagement in online review behavior.

This research offered a systematic and comprehensive literature review in analysing current studies on employee ecological behaviour (EEB) strategies and settings to determine various emphasised workplace ecological behaviour areas and contribute a precise mapping for future research.

This systematic literature review method involved 106 peer-reviewed articles published in reputable academic journals (between 2000 and the first quarter of 2021). This study was confined to a review of empirical papers derived from digital databases encompassing the terms ‘Employee green behaviour’, ‘Green behaviour at workplace’, ‘Employee ecological behaviour’, ‘Employee Pro-environmental behaviour’ and ‘Pro-environmental behaviour at workplace’ in the titles.

This study identified relevant journal articles (classified as EEB at work) from the current body of knowledge. Notably, much emphasis was identified on EEB over the past two decades. Overall, most studies employing quantitative approaches in both developed and emerging nations. Notably, ecological behaviour application garnered the most significant attention from scholars among the four focus areas in the literature review: (i) EEB concepts, models, or reviews, (ii) EEB application, (iii) EEB determinants and (iv) EEB outcomes.

Significant literature gaps indicate this field to be a relatively novel phenomenon. Thus, rigorous research on the topic proves necessary to develop a holistic understanding of the subject area.

This study expands the current body of knowledge by providing the first comprehensive systematic review on EEB themes, methods, applications, determinants, contextual focus, outcomes and recommending future research agenda.

Online reviews are perceived as credible and trustworthy across various business sectors; thus, they influence customers’ purchase decisions. However, the potential role of customer online reviews as feedback for employee performance and employee reactions to customer reviews remain largely unclear. To address this knowledge gap, this study proposes that employee characteristics, namely, self-efficacy (Study 1) and moral identity (Study 2), moderate the effect of the valence of customer reviews on hospitality employees’ helping behavior.

The authors used a scenario-based, quasi-experimental design in two studies. They recruited a total of 215 frontline employees at independent casual dining restaurants in Istanbul, Turkey (Study 1) and 226 US residents who have worked in the restaurant industry for more than six months (Study 2). Multiple linear regressions via PROCESS and moderation analysis via Johnson–Neyman technique were used.

Study 1 demonstrates that when employees’ self-efficacy is low, positive (vs negative) customer reviews enhance employees’ helping behavior. By contrast, when employees’ self-efficacy is high, their helping behavior is invariantly high regardless of the valence of customer reviews. Study 2 reveals that when employees’ moral identity is low, their helping behavior decreases in the presence of negative (vs positive) customer reviews. Conversely, when employees’ moral identity is high, their helping behavior is similarly high regardless of the valence of customer reviews.

Hospitality managers may need to develop training programs to enhance their employees’ self-efficacy and moral identity. They may also provide necessary organizational support to induce their employees’ self-efficacy and moral identity, given that such psychological resources help buffer the dampening effect of negative reviews on helping behavior. Last, hospitality managers may consider incorporating customer reviews as part of employee performance feedback.

This study advances the understanding of employees’ responses to customer reviews, with the performance appraisal feedback framework as fresh theoretical lens. This study is among the first to demonstrate the relationship between the valence of customer reviews and subsequent helping behavior of employees toward customers. It also contributes to the emerging literature that identifies boundary conditions for employees’ responses to customer reviews.

This paper synthesizes the extant feedback literature, focusing on how feedback affects an auditor’s learning, performance, and motivation. Performance feedback is an important component in the auditing environment for ensuring quality control and for developing and coaching staff auditors. However, the literature on feedback in the audit environment is fragmented and limited making it difficult to assess its behavioral effects on auditors. This paper has three main objectives. The first is to review some of the influential research in psychology and management to identify key variables and issues that appear to be critical in the study of behavioral consequences of feedback in organizational settings. The second is to review performance feedback research specifically in auditing to identify the areas previously examined and synthesize the findings. The third is to suggest a variety of future research opportunities that may assist in developing an understanding and knowledge of the behavioral effects of feedback on auditors. The literature analysis has significant implications for audit research and practice. In particular, the analysis provides important insights into understanding who, how, and when performance feedback should be given to improve its effectiveness in the audit environment.

Due to their very different contexts, the responses made by property hosts to online reviews can differ from those posted by hotel managers. Thus, the purpose of this study is to investigate the determinants of the responding behavior of hosts on peer-to-peer property rental platforms.

This study applied a comprehensive framework based on the theory of planned behavior. Empirical models are constructed based on 89,967 guest reviews with their associated responses to reveal the responding pattern of property hosts.

Unlike hotel managers, property hosts are more likely to reply to positive than to negative reviews; moreover, when they do choose to respond to negative reviews, they are likely to do so negatively, in a “tit-for-tat” way. This study also finds that one reason for the difference of responding patterns between property hosts and hotel managers is the hosts’ lack of experience of consumer relationship management and service recovery.

This study provides a good start point for future theoretical development regarding effective responding strategy on peer-to-peer property rental platforms, as well as some useful implications for practitioners.

This study is an early attempt to analyze the impact of the particularity of emerging platforms on the responding behavior of service providers based on a comprehensive conceptual framework and empirical model thus provides a good starting point for the further investigation of effective response strategies on these emerging platforms.

The purpose of this study is to examine how the usage of mobile devices influences text-posting behavior in the online review-generation process. This study attempts to improve the understanding of the negative impacts of mobile channels on the quality of online reviews.

The authors develop a series of hypotheses to investigate the text-posting behaviors with mobile device usage. To examine the authors' hypotheses, the authors collect online reviews posted in London hotels on Booking.com. The authors first use a logistic regression model to examine the relationship between the usage of mobile devices and text-posting behavior. Then, the authors explored the characteristics of textual content in mobile reviews compared to reviews written via traditional devices.

The authors' finding shows that the use of mobile devices negatively influences text-posting behavior. Compared to traditional devices, consumers are less likely to post texts in their reviews with mobile devices. Although consumers decide to post text comments in consumers' reviews, the quality of textual content is relatively low – short in length, with limited analytical thinking and less authenticity.

To the best of the authors' knowledge, no study has attempted to explore text generation in review-posting behaviors in the context of mobile channels. Also, the authors' findings show the negative effects of using mobile channels on the value of generated information, which is counterintuitive to previous research.

This study explores the link between additional reviews, credibility, and consumers’ online purchasing behavior.

We employ a 2 × 2 between-subjects design to measure subjects’ purchasing behavior with versus without additional reviews and with important versus non-important attributes. A total of 529 valid questionnaires are collected from university students across 30 Chinese provinces.

The addition of negative reviews to a positive initial review enhances consumers’ perceived credibility of the reviewer and the overall review content. This effect is positively moderated by the attribute importance in additional reviews. Moreover, we find that as the time interval increases, consumers’ perceived credibility gradually increases but eventually decreases after reaching a certain threshold. In addition, the attribute importance in additional reviews negatively moderates the impact of perceived credibility on consumer purchasing behavior.

Existing studies on first and subsequent reviews mainly focus on the difference in perceived usefulness between the two. They do not examine how additional reviews affect potential customers’ perceived credibility and their purchase decision-making. This study bridges the gap between the word-of-mouth literature and marketing practices.

Incentives are effective at enhancing productivity, but research also suggests that performance incentives can have “unintended negative consequences” including increases in hazard/injuries, increases in errors, and reduction in cooperation, prosocial behaviors, and creativity. Relatively overlooked is whether, when, and how incentives can be designed to prevent such negative consequences. The authors review literature in several disciplines (construction, healthcare delivery, economics, psychology, and [some] management) on this issue. This chapter, in toto, sheds a generally positive light and suggests that, beyond productivity, incentives can be used to improve other outcomes such as safety, quality, prosocial behaviors, and creativity, particularly when the incentives are thoughtfully designed. The review concludes with several potential fruitful areas for future research such as investigations of incentive-effect duration.