Local Consumer Information Systems for Services: A Test

Murphy, Patrick E.; Ross, Steven C.

doi:10.1111/j.1745-6606.1986.tb00381.x

Cited by 5 publications

(5 citation statements)

References 11 publications

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“…Restaurants can act on diners’ altruism and willingness to give back to the local community. Research has shown that 72% of consumers who were asked to write a review for a local business went on to do so (Murphy, 2020). Therefore, businesses can explicitly seek support and ask guests to review their business.…”

Section: Discussionmentioning

confidence: 99%

“…The enormous pressure caused by the crisis has crushed small independent businesses, which are often viewed as the lifeblood of the economy. In the year 2020, there were more positive than negative reviews posted by restaurant customers (Murphy, 2020). Although the road to a complete recovery remains rocky, consumer enthusiasm to support local communities is worthy of being shared with a broader audience.…”

Section: Discussionmentioning

confidence: 99%

“…To boost online profiles, many businesses ask consumers to leave feedback and even offer incentives. In a recent industry survey, 73% of participants were asked to write a review for a local business (Murphy, 2020). Posting non-solicited reviews is a proactive behavior and the main motive is to enhance one’s status (Lampel & Bhalla, 2007).…”

Section: Limitations and Future Researchmentioning

confidence: 99%

See 2 more Smart Citations

Saving Local Restaurants: The Impact of Altruism, Self-Enhancement, and Affiliation on Restaurant Customers’ EWOM Behavior

Hanks¹,

Line²,

Doğru

et al. 2022

Journal of Hospitality & Tourism Research

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During the COVID-19 pandemic, many restaurants faced a shift from a dine-in based service model to a takeout-based model. As a result of the qualitative differences between dine-in and take-out experiences, there was a corresponding change in customers’ electronic word of mouth (EWOM) behavior. While pre-pandemic EWOM behavior relied on dine-in specific factors such as décor, lighting, and employee interactions, take-out dining relies less on these types of atmospheric elements to drive post-consumption evaluations. Accordingly, the purpose of this research was to explore the drivers of take-out dining EWOM by examining the effects of altruism, self-enhancement, and restaurant affiliation. Using the psychological framework of Underdog Theory, the results showed that both self-enhancement and altruistic motives result in positive EWOM, but that this relationship was moderated in important ways based on whether the restaurant was independently owned or part of a chain.

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Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Section: Limitations and Future Researchmentioning

confidence: 99%

See 1 more Smart Citation

Saving Local Restaurants: The Impact of Altruism, Self-Enhancement, and Affiliation on Restaurant Customers’ EWOM Behavior

Hanks¹,

Line²,

Doğru

et al. 2022

Journal of Hospitality & Tourism Research

View full text Add to dashboard Cite

show abstract

“…This study makes it easier to comprehend the qualities of assessments that encourage wise decisionmaking, and this holds true for both employees and managers inside a company. In addition, a Bright Local Survey (Murphy, 2019) found that 82% of potential employees examine online firm ratings on employer review sites. It is reasonable to speculate that this event affects the standing of the business.…”

Section: Journal Of Business Researchmentioning

confidence: 99%

Evaluating a Company's Corporate Reputation from the Perspective of Its Employees by Analyzing Sentiment in Online Reviews

2024

IJFMR

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A comprehensive evaluation of an organization's performance throughout its existence is known as its corporate reputation (Kircova & Esen, 2018). Businesses with a good corporate reputation have a greater chance of influencing the attitudes and actions of their customers, giving them a competitive edge (Kircova, 2018). Because there are so many comments and opinions on the internet that are easily available to non-specialists, the evaluation of company reputation is becoming a more relevant topic in the field of business studies (Shayaa, 2018). In the past, surveys, sample groups, and qualitative interviews were considered reliable methods for assessing a company's reputation (Smith, 2010). Newburry and Fombrun & Fonzy have already brought attention to a novel approach to assessing a company's reputation. The invention of a reputation-measuring tool and a predictive model that shows how corporate reputation affects stakeholder outcomes were the main goals of Fombrun's most recent research (Fombrun, Fonzy, Newburry, 2015). Sentiment analysis using internet reviews as a means of assessing corporate reputation has not received much attention up to this point. In order to assess the reputation of the company, this study uses sentiment analysis as a suitable tool to look at the opinions that employees have about their firms. With our tool, businesses can respond to stakeholder requests and market changes in an efficient manner. Additionally, it might serve as a means of informing companies that are unaware of unfavorable internet reviews.

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“…, 2019). In fact, 97% of customers rely on online reviews and 85% of customers perceive those reviews as personal recommendations (Murphy, 2017). Customers are even willing to pay at least 20% more for products or services with a 5-star rating vis-à-vis those with a 4-star rating (Cheung and Lee, 2012).…”

Section: Introductionmentioning

confidence: 99%

The impact of context clues on online review helpfulness

Namvar

Chua

2022

INTR

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PurposeThis paper seeks to propose and empirically validate a conceptual model on the antecedents of review helpfulness comprising three constructs, namely, valence dissimilarity, lexical dissimilarity and review order.Design/methodology/approachA panel dataset of customer reviews was collected from Amazon. Using deep learning and text processing techniques, 650,995 reviews on 13,612 products from 570,870 reviewers were analyzed. Using negative binomial regression, four hypotheses were tested.FindingsThe results indicate that new reviews with high valence dissimilarity and lexical dissimilarity compared to existing reviews are less helpful. However, over the sequence of reviews, the negative effect of review dissimilarity on review helpfulness can be moderated. This moderation differs for valence and lexical dissimilarity.Research limitations/implicationsThis study explains review dissimilarity in the context of online review helpfulness. It draws on the elaboration likelihood model and explains how the impacts of peripheral and central cues are moderated over the sequence of reviews.Practical implicationsThe findings of this study provide benefits to online retailers planning to implement online reviews to improve user experience.Originality/valueThis paper highlights the importance of review dissimilarity in identifying user perception of online review helpfulness and understanding the dynamics of this perception over the sequence of reviews, which can lead to improved marketing strategies.

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Local Consumer Information Systems for Services: A Test

Cited by 5 publications

References 11 publications

Saving Local Restaurants: The Impact of Altruism, Self-Enhancement, and Affiliation on Restaurant Customers’ EWOM Behavior

Saving Local Restaurants: The Impact of Altruism, Self-Enhancement, and Affiliation on Restaurant Customers’ EWOM Behavior

Evaluating a Company's Corporate Reputation from the Perspective of Its Employees by Analyzing Sentiment in Online Reviews

The impact of context clues on online review helpfulness

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