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Article
Publication date: 12 October 2021

Alberto Lopez and Ricardo Garza

Do consumers rate reviews describing other consumers' sensory experience of a product (touch, smell, sight, hear and taste) as helpful or do they rate reviews describing…

Abstract

Purpose

Do consumers rate reviews describing other consumers' sensory experience of a product (touch, smell, sight, hear and taste) as helpful or do they rate reviews describing more practical properties (product performance and characteristics/features) as more helpful? What is the effect of review helpfulness on purchase intention? Furthermore, why do consumers perceive sensory and non-sensory reviews differently? This study answers these questions.

Design/methodology/approach

The authors analyze 447,792 Amazon reviews and perform a topic modeling analysis to extract the main topics that consumers express in their reviews. Then, the topics were used as regressors to predict the number of consumers who found the review helpful. Finally, a lab experiment was conducted to replicate the results in a more controlled environment to test the serial mediation effect.

Findings

Contrary to the overwhelming evidence supporting the positive effects of sensory elicitation in marketing, this study shows that sensory reviews are less likely to be helpful than non-sensory reviews. Moreover, a key reason why sensory reviews are less effective is that they decrease the objective perception of the review, a less objective review then decreases the level of helpfulness, which decreases purchase intention.

Originality/value

This study contributes to the interactive marketing field by investigating customer behavior and interactivity in online shopping sites and to the sensory marketing literature by identifying a boundary condition, the authors’ data suggest that sensory elicitations might not be processed positively by consumers when they are not directly experienced, but instead communicated by another consumer. Moreover, this study indicates how companies can encourage consumers to share more effective and helpful reviews.

Details

Journal of Research in Interactive Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2040-7122

Keywords

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Article
Publication date: 11 October 2021

Fuad Mehraliyev, Irene Cheng Chu Chan and Andrei Petrovich Kirilenko

This study aims to conduct a systematic review and critically analyze the sentiment analysis literature in hospitality and tourism from methodological (data sets and…

Abstract

Purpose

This study aims to conduct a systematic review and critically analyze the sentiment analysis literature in hospitality and tourism from methodological (data sets and analyzes) and thematic (topics, theories, key constructs and their relationships) perspectives.

Design/methodology/approach

Qualitative thematic review and quantitative systematic review were performed on 70 papers obtained from hospitality and tourism categories of two databases, namely, Web of Science and Scopus.

Findings

A total of 5 topics and 27 sub-topics were identified and the major theme is market intelligence. Sentiment variables were investigated not only as independent but also as dependent variables. The customer rating is the most investigated dependent variable, whereas moderators and mediators were rarely tested. Most reviewed studies did not use theory. The findings from the methodological review show that analysis of big data was rare. Moreover, testing the performance of sentiment analyzes was uncommon, and only one paper tested the performance of aspect/feature extraction.

Research limitations/implications

This study extends prior review studies by providing a comprehensive view of how knowledge and methodologies of sentiment analysis have developed. The identified themes and key constructs serve as a solid base for future knowledge advancement. Future research directions on sentiment analysis are also provided.

Originality/value

To the best of the authors’ knowledge, this study is the first comprehensive methodological and thematic review of sentiment analysis in hospitality and tourism. Based on the identified findings, the authors propose several directions for future research.

Details

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

Keywords

Content available
Article
Publication date: 21 October 2021

Elena Barbierato, Iacopo Bernetti and Irene Capecchi

Wine packaged tours as a specific aspect of wine tourism have so far been neglected in research, for this reason, the purpose of this study is to study the key elements…

Abstract

Purpose

Wine packaged tours as a specific aspect of wine tourism have so far been neglected in research, for this reason, the purpose of this study is to study the key elements for the success of the wine tour in Tuscany (Italy), evaluating the points of strength and weakness.

Design/methodology/approach

The study combines approaches of text mining, sentiment analysis and natural language processing, drawing on data from the TripAdvisor platform, obtaining through an automatic procedure 9,616 reviews from 600 tours in the years 2010–2020.

Findings

The authors identified six elements of successful wine tours expressed by research subjects: tour guide; logistical aspects; the quality of the wine; the quality of the food; complementary tourist and recreational activities; the landscape and historic villages. The key strength associated with success was the integration of the leading wine product with food, landscape and historic villages, while the main criticisms were concerned with the organization and planning of the tour. Furthermore, the tour guide also plays a fundamental role in consumer satisfaction.

Research limitations/implications

The limitations of the method were linked to the origin of the data used. The main one is that TripAdvisor does not allow you to have social and personal information about the tourist who wrote the review; therefore, the methods are substantially complementary to the traditional survey through questionnaires.

Practical implications

The proposed model can be used both by professionals to improve the quality of their products and by policymakers to promote the territorial development of quality wine-growing areas.

Social implications

The proposed model can be useful for policymakers to promote the territorial development of quality wine-growing areas.

Originality/value

The methodology we tested is easily transferable to many countries and to the authors’ knowledge, for the first time attempts to combine multidimensional scaling, sentiment analysis and natural language processing approaches.

Details

International Journal of Wine Business Research, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1751-1062

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Article
Publication date: 15 October 2021

Erin Yirun Wang, Lawrence Hoc Nang Fong and Rob Law

This paper aims to examine the dynamics of emotional cues and cognitive cues in review fakeness. Additionally, the boundary condition (i.e. review valence) for the…

Abstract

Purpose

This paper aims to examine the dynamics of emotional cues and cognitive cues in review fakeness. Additionally, the boundary condition (i.e. review valence) for the dynamics between emotional cues and cognitive cues is investigated.

Design/methodology/approach

This research conducted two studies, which analyzed restaurant and hotel reviews collected from Yelp.com. The authors adopted linguistic inquiry and word count 2015 to code review contents and tested the hypotheses using logistic regression.

Findings

Fake reviews contain more emotional cues compared with authentic reviews. Moreover, the dynamics of emotional cues and cognitive cues are salient among negative reviews.

Practical implications

This research provides implications to identify fake online reviews based on linguistic cues.

Originality/value

This research contributes to the literature by revealing the competition of mental resources between emotional and cognitive systems when deception is for harming others. Grounded in interpersonal deception theory, this paper investigates the interactive effect and complements the literature, which mainly used emotional cues and cognitive cues individually to detect fake reviews.

Details

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

Keywords

Content available
Article
Publication date: 18 October 2021

Aya K. Shaker, Rasha H.A. Mostafa and Reham I. Elseidi

This research investigates consumer intention to follow online community advice. Applying the technology acceptance model (TAM) to the context of online restaurant…

Abstract

Purpose

This research investigates consumer intention to follow online community advice. Applying the technology acceptance model (TAM) to the context of online restaurant communities, the study empirically examines the effects of perceived usefulness, perceived ease of use, attitude and trust on the intention to follow online advice.

Design/methodology/approach

The data were collected from 360 members of online restaurant communities on Facebook and analyzed using structural equation modeling (SEM).

Findings

The findings revealed that trust, perceived usefulness and attitude are key predictors of the intention to follow online restaurant community advice.

Originality/value

Extant research on the influence of online reviews on consumer behavior in the restaurant industry has largely focused on the characteristics of the review, reviewers or readers. Moreover, other studies have investigated consumers' motivations to write online restaurant reviews. This study, however, takes a different approach and examines what drives consumers to follow the advice from online restaurant communities.

Details

European Journal of Management and Business Economics, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2444-8451

Keywords

Content available
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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Book part
Publication date: 7 October 2011

John D. Blair

Challenges and opportunities arise from the significantly different perspectives of context-specific versus context-free researchers and the literatures they contribute…

Abstract

Challenges and opportunities arise from the significantly different perspectives of context-specific versus context-free researchers and the literatures they contribute to. Reviews of one type or the other or both types of literatures may provide different understandings of the state of the art in a particular area of health care management. Suggestions for writing quality reviews are also included along with suggested topics for future reviews.

Details

Biennial Review of Health Care Management
Type: Book
ISBN: 978-0-85724-714-8

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Article
Publication date: 7 September 2021

Lei Hou and Xue Pan

Experienced reviewers in general can produce high-quality product reviews, and thereby get more helpful votes. This paper explores the question that whether the depth and…

Abstract

Purpose

Experienced reviewers in general can produce high-quality product reviews, and thereby get more helpful votes. This paper explores the question that whether the depth and width of the reviewers' experience distribution have effects on the helpfulness of their reviews.

Design/methodology/approach

Adopting the restaurant review data from Yelp, the present paper classifies the restaurants in to different categories applying the Word2Vec technique, such as Asian or fast food. By evaluating the number of a user's historical reviews in a specific category, and the evenness of such distribution in different categories, the experience specialty and experience diversity are defined respectively.

Findings

The analysis shows that users specialised in a given category can produce more helpful reviews in that category. The users with diverse historical experience, i.e. have posted reviews for many categories, also can produce helpful reviews. In addition, the experience diversity shows a positive moderation effect on the influence of experience specialty. Thus, users with diverse experience while specialized in a particular category are the source of most helpful reviews.

Originality/value

While previous studies mostly consider the raw number of historical reviews as a reviewer's experience, we distinguish such experience by product category and focus on the width and depth of its distribution. The results not only shed lights on the mining of high-quality reviews and reviewers but also provide insights on the management of online review platforms and electronic marketing.

Details

Online Information Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1468-4527

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Article
Publication date: 29 September 2021

Ziang Wang and Feng Yang

It has always been a hot topic for online retailers to obtain consumers’ product evaluations from massive online reviews. In the process of online shopping, there is no…

Abstract

Purpose

It has always been a hot topic for online retailers to obtain consumers’ product evaluations from massive online reviews. In the process of online shopping, there is no face-to-face interaction between online retailers and customers. After collecting online reviews left by customers, online retailers are eager to acquire answers to some questions. For example, which product attributes will attract consumers? Or which step brings a better experience to consumers during the process of shopping? This paper aims to associate the latent Dirichlet allocation (LDA) model with the consumers’ attitude and provides a method to calculate the numerical measure of consumers’ product evaluation expressed in each word.

Design/methodology/approach

First, all possible pairs of reviews are organized as a document to build the corpus. After that, latent topics of the traditional LDA model noted as the standard LDA model, are separated into shared and differential topics. Then, the authors associate the model with consumers’ attitudes toward each review which is distinguished as positive review and non-positive review. The product evaluation reflected in consumers’ binary attitude is expanded to each word that appeared in the corpus. Finally, a variational optimization is introduced to calculate parameters mentioned in the expanded LDA model.

Findings

The experiment’s result illustrates that the LDA model in the research noted as an expanded LDA model, can successfully assign sufficient probability with words related to products attributes or consumers’ product evaluation. Compared with the standard LDA model, the expanded model intended to assign higher probability with words, which have a higher ranking within each topic. Besides, the expanded model also has higher precision on the prediction set, which shows that breaking down the topics into two categories fits better on the data set than the standard LDA model. The product evaluation of each word is calculated by the expanded model and depicted at the end of the experiment.

Originality/value

This research provides a new method to calculate consumers’ product evaluation from reviews in the level of words. Words may be used to describe product attributes or consumers’ experiences in reviews. Assigning words with numerical measures can analyze consumers’ products evaluation quantitatively. Besides, words are labeled themselves, they can also be ranked if a numerical measure is given. Online retailers can benefit from the result for label choosing, advertising or product recommendation.

Details

Journal of Modelling in Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1746-5664

Keywords

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Article
Publication date: 13 September 2021

Emma Su and Joshua Daspit

The literature related to knowledge management (KM) is robust with respect to insights regarding firms in general. However, less is known about the KM of family firms…

Abstract

Purpose

The literature related to knowledge management (KM) is robust with respect to insights regarding firms in general. However, less is known about the KM of family firms despite these firms being the most common form of business organization worldwide. Further, even though the number of studies examining family-firm KM has increased in recent years, the insights gained remain fragmented. Therefore, the purpose of this study is to help coalesce and advance the study of family-firm KM.

Design/methodology/approach

In pursuit of these goals, a systematic literature review was conducted. Using a 6-step, systematic literature review protocol, 74 articles focused on family-firm KM published in 23 journals were identified and reviewed.

Findings

This literature review contributes to the synthesis and advancement of family-firm KM scholarship in several ways. First, key factors and relationships are identified and integrated into a robust framework. Second, scholarly insights are synthesized, and a review of the primary antecedents, outcomes and moderating factors associated with family-firm KM processes is presented. Third, promising opportunities for future research are highlighted to advance family-firm KM scholarship.

Originality/value

With a focus on reducing the fragmentation in the literature, this review synthesizes insights related to the most commonly studied antecedents, outcomes and moderators associated with family-firm KM. Additionally, antecedents are organized and reviewed according to the nature of their influence on family-firm KM processes, highlighting the simultaneous opposite effects of some influences. Further, key outcomes are synthesized based on their family versus firm-centric orientation. Even further, insights and opportunities focused on advancing the theory, antecedents, outcomes, moderators and other issues related to family-firm KM are presented in an effort to support the continued progress of scholarship in this area.

Details

Journal of Knowledge Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1367-3270

Keywords

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