Shall I Trust a Recommendation? Towards an Evaluation of the Trustworthiness of Recommender Sites

Lenzini, Gabriele; Houten, Ynze van; Huijsen, Willem-Olaf; Melenhorst, Mark

doi:10.1007/978-3-642-12082-4_16

Cited by 5 publications

(6 citation statements)

References 19 publications

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“…The measurements performed in this study were done using "live" controlled experiments (A/B tests) in partnership with a wellknown Italian publishing firm. One of our findings, supporting prior observations [26,18,20], is that accuracy of recommendations alone does not explain economics of purchasing behavior of customers and also does not explain how much they trust these recommendations. Therefore, we also considered diversity of recommendations, besides their accuracy, and compared performance of some of the context-aware, contentbased and random recommendations in terms of these two measures.…”

Section: Discussionsupporting

confidence: 85%

“…However, [18] demonstrated that the user's familiarity with the recommendations increased trust in recommender's benevolence and integrity, but not trust in its competency. [35] showed that the way familiar and unfamiliar items are balanced in a recommendation list influences users' trust in perceived usefulness of, and satisfaction with RSes [20] stated that the accuracy of the predictions provided by a RS is only one of the possible variables affecting the service overall trustworthiness. Many scholars have demonstrated that diversity can have an important role on both trust and the economics of customers' behavior.…”

Section: Prior Workmentioning

confidence: 99%

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The effect of context-aware recommendations on customer purchasing behavior and trust

Gorgoglione

Panniello

Tuzhilin³

2011

Proceedings of the Fifth ACM Conference on Recommender Systems

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Despite the growing popularity of Context-Aware Recommender Systems (CARSs), only limited work has been done on how contextual recommendations affect the behavior of customers in real-life settings. In this paper, we study the effects of contextual recommendations on the purchasing behavior of customers and their trust in the provided recommendations. In particular, we did live controlled experiments with real customers of a major commercial Italian retailer in which we compared the customers' purchasing behavior and measured their trust in the provided recommendations across the contextual, content-based and random recommendations. As a part of this study, we have investigated the role of accuracy and diversity of recommendations on customers' behavior and their trust in the provided recommendations for the three types of RSes. We have demonstrated that the context-aware RS outperformed the other two RSes in terms of accuracy, trust and other economics-based performance metrics across most of our experimental settings.

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Section: Discussionsupporting

confidence: 85%

Section: Prior Workmentioning

confidence: 99%

The effect of context-aware recommendations on customer purchasing behavior and trust

Gorgoglione

Panniello

Tuzhilin³

2011

Proceedings of the Fifth ACM Conference on Recommender Systems

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“…For a while, it was argued that trust could only exist between people but that has been challenged by research into human–computer interaction (Lenzini et al ., ). Some propose that websites can be objects of trust, thanks to the intentionality of the actors posting on them: ‘Since trust can mitigate risk, fear and complexity in the offline environment, it is likely that it can do the same in the on‐line environment’ (Corritore et al ., : 738).…”

Section: Theoretical Frameworkmentioning

confidence: 98%

Trusting me, trusting you: Evaluating three forms of trust on an information‐rich consumer review website

Duffy

2016

J of Consumer Behaviour

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When faced with a lack of information, consumers turn to trust to make a decision; but what happens to trust when individuals are confronted with the wealth of data on the Internet? This study evaluates three forms of trust in information‐abundant contexts: trust in the site, trust in the reviewers, and a postulated third form, trust‐in‐self. It looks at the roles of these three forms of trust in the information‐rich travel review website TripAdvisor. Two studies of site users, interviews (N = 30) and a survey (N = 237), found trust‐in‐self was highly influential in purchase decision making. Further, even with so much information, consumers sought more; the site is just one source they turn to, and they cross‐check among sources. The study concludes that any trust consumers have in TripAdvisor is not so much in the reviewers or the site, but in their own selves. Copyright © 2016 John Wiley & Sons, Ltd.

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“…Closely tied with credibility is the capacity for a potential booker to feel confident that they can trust the review. Accordingly, the indicators of trustworthiness include user interface, content, and quality of recommendation (Lenzini, van Houten, Huijsen, & Melenhorst, 2010).…”

Section: Tripadvisormentioning

confidence: 99%

An examination of online ratings on hotel performance indicators: An analysis of the Boston hotel market

Markham-Bagnera

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CHAPTER 4: RESULTS AND DISCUSSION ………………………………………….. RevPar) be explained by the independent variables (i.e. cleanliness, location, room, service, staff, value and overall)? Research Contribution While there have been a variety of studies on the use of TripAdvisor and the concept behind it, this would be a first-of-its-kind study, wherein data from TripAdvisor would be compared to the data from Smith Travel Research (STR) in a year-over-year change in popularity rankings and revenue generation. Specifically, this study will be examined in one hotel market, one of the top 25 major markets as identified by STR; hence, this study could be replicated for the other markets, in order to examine the same growth potential in popularity and revenue. Based on future market studies, the identification and establishment of additional theories can then be applied. Definition of Terms Consumer-Generated Media (CGM): non-commercial, detailed, experiential, and up-to-date information, with others outside of the immediate social circle (K. H. Yoo & Gretzel, 2011). Consumer Opinion Portal (COP): a portal through which an online review is published and available for other potential travelers to read and use to make informed decisions (Banyai, 2012; Burton & Khammash, 2010). Electronic Word-of-Mouth (eWOM): any positive or negative statement made by potential, actual, or former customers about a product or company, which is made available to a multitude of people and institutions via the Internet (Hennig-Thurau et al., 2004). This category also incorporates a large volume, as 31% of the hotels are rated into this category. The final category, "Budget-oriented," is a hotel that offers "basic comfort and hospitality" (American Automobile Association, n.d.). This is the second smallest category, with only 3% of the hotels ranked here. For the purposes of this study, hotels in the Boston market between the two-to five-diamond levels will be analyzed. The Boston market hosts an extensive variety of luxury-related service properties. According to a recent article, the Boston market is considered to have a high concentration of four and five diamond properties (Stenning, 2016). The sheer volume of properties designates Boston as one of the top five members of the lodging industry. Accordingly, it has been suggested by Bagnera (2016) that "Diamonds really speak to the amount and the quality of services and amenities that are available to the guests" (Stenning, 2016). Management Johnston (1994) examined the literature for an explanation of operations management, as it focuses on the task of managing the process or system for the production of goods and services from labor, plan and machinery, materials, and information. It is a body of knowledge, experience, and techniques covering topics like process design, layout, production planning, inventory control, quality management and control, capacity planning, and workforce management (Johnston, 1994). Kay and Moncarz (2004) examine the various knowledge, skills, and abilities (KSAs) of hotel ma...

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Shall I Trust a Recommendation? Towards an Evaluation of the Trustworthiness of Recommender Sites

Cited by 5 publications

References 19 publications

The effect of context-aware recommendations on customer purchasing behavior and trust

The effect of context-aware recommendations on customer purchasing behavior and trust

Trusting me, trusting you: Evaluating three forms of trust on an information‐rich consumer review website

An examination of online ratings on hotel performance indicators: An analysis of the Boston hotel market

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