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Article
Publication date: 1 October 2002

Clare Evans

Service users in Wiltshire have had the opportunity of demonstrating how they could undertake a user‐controlled Best Value review including showing the variety of ways…

Abstract

Service users in Wiltshire have had the opportunity of demonstrating how they could undertake a user‐controlled Best Value review including showing the variety of ways they chose to evaluate the service ‐ in this case Direct Payments. Using the Best Value framework of the four Cs, they compared support services and costings with those in other local authority areas, designed consultation surveys and challenged care managers about their knowledge of the service. Learning from the project has implications for all those involved in social care Best Value reviews and the participation of users.

Details

Journal of Integrated Care, vol. 10 no. 5
Type: Research Article
ISSN: 1476-9018

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Article
Publication date: 25 January 2021

Lijuan Luo, Siqi Duan, Shanshan Shang and Yu Pan

The reviews submitted by users are the foundation of user-generated content (UGC) platforms. However, the rapid growth of users brings the problems of information overload…

Abstract

Purpose

The reviews submitted by users are the foundation of user-generated content (UGC) platforms. However, the rapid growth of users brings the problems of information overload and spotty content, which makes it necessary for UGC platforms to screen out reviews that are really helpful to users. The authors put forward in this paper the factors influencing review helpfulness voting from the perspective of review characteristics and reviewer characteristics.

Design/methodology/approach

This study uses 8,953 reviews from 20 movies listed on Douban.com with variables focusing on review characteristics and reviewer characteristics that affect review helpfulness. To verify the six hypotheses proposed in the study, Stata 14 was used to perform tobit regression.

Findings

Findings show that review helpfulness is significantly influenced by the length, valence, timeliness and deviation rating of the reviews. The results also underlie that a review submitted by a reviewer who has more followers and experience is more affected by review characteristics.

Originality/value

Previous literature has discussed the factors that affect the helpfulness of reviews; however, the authors have established a new model that explores more comprehensive review characteristics and the moderating effect reviewer characteristics have on helpfulness. In this empirical research, the authors selected a UGC community in China as the research object. The UGC community may encourage users to write more helpful reviews by highlighting the characteristics of users. Users in return can use this to establish his/her image in the community. Future research can explore more variables related to users.

Peer review

The peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-05-2020-0186.

Details

Online Information Review, vol. 45 no. 3
Type: Research Article
ISSN: 1468-4527

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Article
Publication date: 10 August 2020

Tianjie Deng

The purpose of this paper is to investigate the sales impact of different types of online word-of-mouth based on their source (user vs critic) and form (structured vs…

Abstract

Purpose

The purpose of this paper is to investigate the sales impact of different types of online word-of-mouth based on their source (user vs critic) and form (structured vs unstructured).

Design/methodology/approach

The paper proposed a model by adopting the heuristic-systematic perspective of information processing and tested it using online movie reviews collected from Rotten Tomatoes. A unique dataset was constructed, which matched critic reviews and user reviews with metadata such as box-office sales and advertisement spending for 90 movies. Sentiment information from the textual contents of both user and critic reviews were text-mined and extracted. Data analyses were used to compare the box-office responsiveness of four types of reviews: user numeric ratings, user text reviews, critic numeric ratings and critic text reviews.

Findings

Critic reviews and user reviews influence sales through different forms: while user reviews impact sales through their aggregate numeric ratings, critic reviews exert their impact through textual narratives.

Practical implications

This study provides managerial implications to businesses on how to allocate their resources on different social media-related marketing strategies to maximize the economic value of online user-generated information.

Originality/value

The major contribution of this study is to extend the current understanding of the sales impact of online reviews to their textual aspect, as well as investigate how these textual narratives play different roles when offered by critics and users.

Details

Online Information Review, vol. 44 no. 6
Type: Research Article
ISSN: 1468-4527

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Article
Publication date: 8 July 2020

Penelope Van den Bussche and Claire Dambrin

This paper investigates online evaluation processes on peer-to-peer platforms to highlight how online peer evaluation enacts neoliberal subjects and collectives.

Abstract

Purpose

This paper investigates online evaluation processes on peer-to-peer platforms to highlight how online peer evaluation enacts neoliberal subjects and collectives.

Design/methodology/approach

The paper uses netnography (Kozinets, 2002) to study the online community of Airbnb. It is also based on 18 interviews, mostly with Airbnb users, and quantitative data about reviews.

Findings

Results indicate that peer-to-peer platforms constitute biopolitical infrastructures. They enact and consolidate narcissistic entrepreneurs of the self through evaluation processes and consolidating a for-show community. Specifically, three features make evaluation a powerful neoliberal agent. The object of evaluation shifts from the service to the user's own worth (1). The public nature of the evaluation (2) and symetrical accountability between the evaluator and the evaluatee (3) contribute to excessively positive reviews and this keeps the market fluid.

Social implications

This paper calls for problematization of the idea of sharing in the so-called “sharing economy”. What is shared on peer-to-peer platforms is the comfort of engaging with people like ourselves.

Originality/value

This paper contributes to the literature on online accounting by extending consideration of evaluation beyond the review process. It also stresses that trust in the evaluative infrastructure is fostered by narcissistic relationships between users, who come to use the platform as a mirror. The peer-to-peer context refreshes the our knowledge on evaluation in a corporate context by highlighting phenomena of standardized spontaneity and euphemized evaluation language. This allows evaluation processes to incorporate a market logic without having to fuel competition.

Details

Accounting, Auditing & Accountability Journal, vol. 34 no. 3
Type: Research Article
ISSN: 0951-3574

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Article
Publication date: 20 April 2010

Jin‐Cheon Na, Tun Thura Thet and Christopher S.G. Khoo

This paper aims to investigate the characteristics and differences in sentiment expression in movie review documents from four online opinion genres – blog postings…

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1593

Abstract

Purpose

This paper aims to investigate the characteristics and differences in sentiment expression in movie review documents from four online opinion genres – blog postings, discussion board threads, user reviews, and critic reviews.

Design/methodology/approach

A collection of movie review documents was harvested from the four types of web sources, and a sample of 520 movie reviews were analysed to compare the content and textual characteristics across the four genres. The analysis focused on document and sentence length, part‐of‐speech distribution, vocabulary, aspects of movies discussed, star ratings used and multimedia content in the reviews. The study also identified frequently occurring positive and negative terms in the different genres, as well as the pattern of responses in discussion threads.

Findings

Critic reviews and blog postings are longer than user reviews and discussion threads, and contain longer sentences. Critic reviews and blogs contain more nouns and prepositions, whereas discussion board and user reviews have more verbs and adverbs. Critic reviews have the largest vocabulary and also the highest proportion of unique terms not found in the other genres. The most informative sentiment words in each genre are provided in the paper. With regard to content, critic reviews are more comprehensive in coverage, and discuss the movie director much more often than the other genres. User reviews discuss the scene aspects (including action and visual effects) more often than the other genres, while blogs tend to talk about the cast, and discuss the music and sound slightly more often.

Research limitations/implications

The study only analysed movie review documents. Similar content and text analysis studies can be carried out in other domains, such as commercial product reviews, celebrity reviews, company reviews and political opinions to compare the results.

Originality/value

The main contribution of the study is the sentiment content analysis results across genres, which show the similarities and differences in content and textual characteristics in the four online opinion genres. The insights will be useful in designing automatic sentiment summarisation methods for multiple online genres.

Details

Online Information Review, vol. 34 no. 2
Type: Research Article
ISSN: 1468-4527

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Article
Publication date: 12 August 2014

Anish Parikh, Carl Behnke, Mihaela Vorvoreanu, Barbara Almanza and Doug Nelson

The purpose of this research is to examine why and when restaurant consumers use and contribute user-generated reviews. This research is needed to determine the relevance…

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1325

Abstract

Purpose

The purpose of this research is to examine why and when restaurant consumers use and contribute user-generated reviews. This research is needed to determine the relevance of user-generated restaurant reviews in the current marketplace.

Design/methodology/approach

The research methodology is based on a quantitative approach, and focused on current Yelp.com users as its population. Questions focused on the amount of usage, motives for usage, level of trust, users’ tendencies to seek novelty in restaurants and motives for contribution.

Findings

Users tend to trust the reviews on Yelp.com and engage in the community aspects of the platform. Yelp.com users also are altruistic in their motivation for contributing reviews to Yelp.com. Yelp.com users who access it tend to act on the information found within the reviews.

Originality/value

Research articles have focused on user-generated reviews in the past; however, few have examined motivations of using and posting restaurant reviews. The value of conducting research comes from being able to understand the importance of user-generated restaurant reviews for customers in a comprehensive manner.

Details

Journal of Hospitality and Tourism Technology, vol. 5 no. 2
Type: Research Article
ISSN: 1757-9880

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Article
Publication date: 8 August 2019

Emma McDaid, Christina Boedker and Clinton Free

Online ratings and reviews have recently emerged as mechanisms to facilitate accountability and transparency in the provision of goods and services. The purpose of this…

Abstract

Purpose

Online ratings and reviews have recently emerged as mechanisms to facilitate accountability and transparency in the provision of goods and services. The purpose of this paper is to examine the nature and outcome of the accountability that online ratings and reviews create in the sharing economy.

Design/methodology/approach

The study draws on 30 face-to-face and Skype interviews with Airbnb guests and hosts as well as on secondary materials, including content from Airbnb data analytic reports.

Findings

The authors demonstrate that face-saving practices widely condition user ratings and comments. Face saving occurs when individuals attempt to preserve their own identity and the identity of others during a social interaction. At Airbnb, the authors find that reviewers adopt three distinct face-saving strategies: the use of private reviewing channels, the creation of tactful reviews and refraining from reviewing entirely. The authors also find that users are sceptical of rating metrics and public comments and draw upon a wide range of alternative sources, such as private messaging and other publicly available resources, in their decision making.

Originality/value

This paper highlights the overwhelmingly positive character of Airbnb ratings and reviews. It proposes the concept of crowdbased accountability as a limited, partial form of assurance for sharing economy users. Guests and hosts alike prioritise face-saving practices over reviewer responsibilities to provide authentic, reliable accounts to the public. Consequently, reviewers effectively remove the risk of sanctions for those in the network who underperform.

Details

Accounting, Auditing & Accountability Journal, vol. 32 no. 5
Type: Research Article
ISSN: 0951-3574

Keywords

Content available
Article
Publication date: 14 August 2017

Andres Bejarano, Agrima Jindal and Bharat Bhargava

Recommender systems collect information about users and businesses and how they are related. Such relation is given in terms of reviews and votes on reviews. User reviews

Downloads
2939

Abstract

Purpose

Recommender systems collect information about users and businesses and how they are related. Such relation is given in terms of reviews and votes on reviews. User reviews gather opinions, rating scores and review influence. The latter component is crucial for determining which users are more relevant in a recommender system, that is, the users whose reviews are more popular than the average user’s reviews.

Design/methodology/approach

A model of measure of user influence is proposed based on review and social attributes of the user. User influence is also used for determining how influenced has been a business being based on popular reviews.

Findings

Results indicate there is a connection between social attributes and user influence. Such results are relevant for marketing, credibility estimation and Sybil detections, among others.

Originality/value

The proposed model allows search parameterization based on the social attribute weights of users, reviews and businesses. Such weights defines the relevance on each attribute, which can be adjusted according to the search needs. Popularity results are then a function of weight preferences on user, reviews and businesses data join.

Details

PSU Research Review, vol. 1 no. 2
Type: Research Article
ISSN: 2399-1747

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Article
Publication date: 27 February 2019

Lala Hajibayova

The purpose of this paper is to present an analysis of Goodreads’ user-generated book reviews from a linguistic perspective for insights into the psychological aspects of…

Abstract

Purpose

The purpose of this paper is to present an analysis of Goodreads’ user-generated book reviews from a linguistic perspective for insights into the psychological aspects of reviewers’ perceptions and behaviors. This examination of users’ language and perspectives may shed light on the role and value of user-generated reviews in complementing the traditional representation of resources and facilitating the discoverability of cultural objects.

Design/methodology/approach

This study involved a textual analysis of 474,803 unique reviews of Goodreads’ 2015 top-rated books generated by 9,335 Goodreads’ reviewers. In order to better understand the nuances of user-generated reviews, a content analysis was applied to 2,500 reviews of each of the five top-ranked titles in Goodreads’ Fiction Literature genre category.

Findings

The analysis of user-generated reviews demonstrates that language is a quite stable and reliable dimension across Goodreads’ users. The high rate of function words utilized, in particular I-words, coupled with positive emotion words, suggests that reviewers tended to convey their opinions in order to influence other individuals’ reading choices, or in Bourdieu’s (1985) terms, influence cultural production. In line with previous studies of user-generated reviews, the prevalence of positive reviews may also imply their unreliable nature. This study supports the importance of transparency regarding inclusion of user-generated reviews in traditional systems of knowledge representation, organization and discovery, such as WorldCat.

Originality/value

This study contributes to better understanding of linguistic characteristics of Goodreads’ reviews, including the role and value of user-generated reviews in complementing traditional representation of resources and facilitating discoverability of cultural objects.

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Article
Publication date: 3 December 2018

Huawei Zhu, Rungting Tu, Wenting Feng and Jiaojiao Xu

Extreme online reviews can have great impacts on consumers’ purchase decisions. The purpose of this paper is to investigate when users are more likely to provide extreme…

Abstract

Purpose

Extreme online reviews can have great impacts on consumers’ purchase decisions. The purpose of this paper is to investigate when users are more likely to provide extreme ratings. The study draws inference from attitude certainty theory and proposes that review extremity is influenced by the interaction of evaluation duration and product/service types: for hedonic products/services, shorter evaluation duration can foster attitude certainty, leading to higher review extremity; in contrast, for utilitarian products/services, longer evaluation duration can increase attitude certainty, resulting in more extreme reviews.

Design/methodology/approach

Three studies were conducted to test the hypotheses: Study 1 is an empirical analysis of 3,000 reviews from an online retailing website; Studies 2 and 3 are two between-subject experiments.

Findings

Results from three studies confirm the hypotheses. Study 1 provides preliminary evidence on how review extremity varies in evaluations of different durations and product/service types. Results from Studies 2 and 3 show that for hedonic products/services, the shorter the evaluation duration, the more likely users are to give extreme ratings; however, for utilitarian products/service, the longer the evaluation duration, the more likely users are to give extreme reviews; and attitude certainty plays a mediating role between evaluation duration and review extremity.

Originality/value

Findings from this study provide understandings on when a fast rather than a slow evaluation can lead to more extreme reviews. The results also highlight the role of users’ attitude certainty in the underlying mechanism.

Details

Online Information Review, vol. 43 no. 5
Type: Research Article
ISSN: 1468-4527

Keywords

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