Let criticism take precedence: Effect of side order on consumer attitudes toward a two-sided online review

Wang, Yihan; Zhong, Ke; Liu, Qihua

doi:10.1016/j.jbusres.2021.11.010

Cited by 14 publications

(10 citation statements)

References 87 publications

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“…For instance, consumer trust is not directly influenced by signal credibility; however, the detrimental effects of fake news on consumer trust can be mitigated if the signals from vendor are perceived as credible. This is consistent with previous research [73]. Hence, businesses should invest on SM marketing and make sure their investments are visible to the consumers.…”

Section: Implications For Practicesupporting

confidence: 92%

Investigating the effect of social media fake news on consumer behavior: an empirical study with multiple moderations

Hossain,

Sabani,

Bandyopadhyay

et al. 2023

Journal of Strategic Marketing

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The severity and prevalence of fake news on social media (SM) is growing, which leaves detrimental effects to businesses. Therefore, understanding consumer behavior when they are exposed to SM fake news is important. From the perspective of information asymmetry and signaling theory, this study derives that the negative effect of fake news on consumer trust is further reinforced in the presence of information asymmetry. Contrarily, vendors' signal credibility and consumers' perceived vendor reputation diminish the effect of fake news on consumer trust. Our research model is empirically validated via an online survey. The results support these three moderation effects. In addition, the results indicate that consumers' brand bias directly is a direct predictor of consumer purchase behavior. The findings suggests development of strategies for marketing managers and executives to mitigate the impact of SM fake news. Finally, the conclusion and future research opportunities are offered.

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Section: Implications For Practicesupporting

confidence: 92%

Investigating the effect of social media fake news on consumer behavior: an empirical study with multiple moderations

Hossain,

Sabani,

Bandyopadhyay

et al. 2023

Journal of Strategic Marketing

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“…No previous studies that we are aware of have conceptualized ACs as an indicator of customer expectations and customer satisfaction. Further, whereas previous research on online reviews has established that the order of the polarity of the sentiment of review parts influences customers’ perceptions of the company (Purnawirawan et al, 2012), customers’ willingness to buy (Wang et al, 2022), and customers’ perceptions of the overall polarity of the sentiment of the review itself (Lu et al, 2021), no previous studies we are aware of have associated the polarity of second constituents with satisfaction of reviewers.…”

Section: Discussionmentioning

confidence: 79%

“…Codebook development for quantitative content analysis follows a deductive process to ensure an a priori research design before the final analysis of the data begins (Neuendorf, 2017, p. 18). Specifically, we used the existing theory of ACs, end weight, and polarity of the sentiment in online reviews (Behaghel, 1909;Kripke, 2017;Lu et al, 2021;Purnawirawan et al, 2012;Quirk et al, 1972;Wang et al, 2022;Zhang, 2021) to develop the final codebook (Table 2) and coder instructions (Table 3). This design enabled us to assess the reliability of the codebook independent of ourselves, an important component of quantitative content analysis (Neuendorf, 2017, p. 9).…”

Section: Manual Codingmentioning

confidence: 99%

“…When an equal number of positive or negative reviews are presented to potential customers, the customers perceived the company more positively or negatively depending on, correspondingly, whether the list of reviews both begins and ends positively or negatively (Purnawirawan et al, 2012). Within the list of reviews, the reviews presented in a negative-positive sequence tends to elicit a greater willingness to buy (Wang et al, 2022). Other experimental research suggests that one-sentence reviews presenting positive and then negative statements connected by an AC are perceived as more negative than reviews that do not include ACs (Lu et al, 2021).…”

Section: Literature Reviewmentioning

confidence: 99%

See 1 more Smart Citation

Expression of Customer (Dis)satisfaction in Online Restaurant Reviews: The Relationship Between Adversative Connective Constructions and Star Ratings

Baker,

Hashimoto

2023

International Journal of Business Communication

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Online restaurant reviews contain expressions of customer expectations in prose as well as in star ratings that indicate overall customer satisfaction. In prose, one way customers communicate that expectations are or are not met is through a grammatical construction called adversative connectives (ACs) (i.e., constituents such as but, although, however, and even though). In the present study, we examine the relationship between star ratings and customers’ use of ACs by employing a combination of content analysis, mixed-effects models, and thematic analysis in a corpus of nearly 35,000 online reviews for restaurants located in the United States. The results reveal an important way customers communicate their (dis)satisfaction online. Specifically, the statistical modeling indicates that the ACs used and the content they emphasize have a significant relationship with star ratings. Restaurant owners can use these findings to focus on the most important information in customer reviews, especially when they are sifting through many reviews or through reviews for which no summative rating is provided.

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“…Online travel reviews have emerged as a significant information source for tourists when making travel decisions (Filieri, 2016;Xia, 2023;Tsai et al, 2020;Huang et al, 2020). Of particular interest and impact are the user-generated photos in online reviews (Li & Xie, 2020;Park et al, 2021;Wang, Zhong, et al, 2022). Digital marketers recognize user-generated photos as highly effective visual strategies for marketing communications (Nanne et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

From Faces to Feels: The Impact of Human Images on Online Review Usefulness

Wang,

Chen,

et al. 2023

Journal of Travel Research

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This research draws upon visual rhetoric theory to investigate the influence of user-generated photos containing human images on the perceived usefulness of online reviews, the mediating role of perceived support, and the moderating effect of rebate disclosure. We conducted six empirical studies, including a social media analytics study and five experimental studies. The results indicate that online reviews containing human images, especially those with facial features, are perceived as more useful than those without, regardless of the reviews’ valence. Perceived support mediates this effect, while rebate disclosure weakens it. This study offers a fresh theoretical perspective and insights into the role of user-generated photos with human images in online reviews. Findings suggest that managers should prioritize visual rhetoric by incorporating human images in their communication with target customers, while also encouraging tourists to include these images in their posts, signifying support for the audience and improving content effectiveness.

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Let criticism take precedence: Effect of side order on consumer attitudes toward a two-sided online review

Cited by 14 publications

References 87 publications

Investigating the effect of social media fake news on consumer behavior: an empirical study with multiple moderations

Investigating the effect of social media fake news on consumer behavior: an empirical study with multiple moderations

Expression of Customer (Dis)satisfaction in Online Restaurant Reviews: The Relationship Between Adversative Connective Constructions and Star Ratings

From Faces to Feels: The Impact of Human Images on Online Review Usefulness

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