There is no smoke without fire: How frequency information and the experience attribution make negative online restaurant reviews more harmful

Abstract

The paper proposes and evidences that a more frequent mentioning of a service issue in an online restaurant review makes the readers blame the restaurant more for the issue. This inside attribution, in turn, may worsen the restaurant evaluation. Two experiments (Study 1 and 2) examine this mechanism using different stimuli. In both experiments, consumers exposed to high (vs. low) mentioning-frequency reviews attributed the issue more inside the restaurant and evaluated the restaurant lower. Additionally, the paper considers the role of consumer analytical processing (Study 1) and perceived review helpfulness (Study 2) in the relationships between mentioning frequency and issue attribution. The paper extends the existing literature by applying the attribution theory to the context of frequency information in online reviews. The results guide marketers dealing with negative online reviews by suggesting the way to deal with high-mentioning-frequency negative reviews.

Word of Mouth! O Percurso Comportamental Dos Usuários Na Seção De Restaurantes Da Plataforma Tripadvisor

“…O site Tripadvisor possui uma ferramenta em que pessoas que já obtiveram uma experiência com um determinado estabelecimento podem partilhar suas opiniões. Destarte, a experiência de um consumidor pode influenciar na redução do risco percebido na Intenção de Uso de outro indivíduo, visto que é perceptível uma preocupação constante em reduzir efeitos negativos provenientes de experiências gastronômicas (Rembischevski & Caldas, 2020;Lee & Kim, 2020;Trzebiński & Marciniak, 2022). Diante disso, supõe que: H6: O risco percebido influencia negativamente na intenção de uso da plataforma.…”

“…A literatura tem demonstrado que esta percepção de risco está relacionada à expectativa de desempenho global do restaurante e à percepção de risco financeiro, considerando o trade-off custo/benefício (Huifeng & Ha, 2021). Ademais, a percepção de risco é ampliada por aspectos como a qualidade da descrição do texto e qualidade da imagem da revisão, além da recenticidade e a incidência de revisões negativas (Lee & Kim, 2020;Trzebiński & Marciniak, 2022).…”

Insights from coherence in students’ scientific reasoning skills

“…In understanding correlation reasoning, students realise that, firstly, correlation reasoning relates to the ability to determine the covariation of variables within a sample [ 37 ]. Secondly, the covariation of continuous variables implies that if an independent variable is steadily increased, the dependent variable will increase or decrease similarly [ 38 ]. Thirdly, if a change in one variable does not give rise to a change in another variable, they are called non-variant variables.…”

Detecting the nexus of online review manipulation and purchasing decisions: Evidence from hotel and travel agency customers

“…In tourism and hospitality contexts, customers may read about unfavorable features of a hotel, restaurant, or travel agent experience (e.g., noise, crowd, or hygiene) in online reviews (Trzebiński & Marciniak, 2022). Hence, they attribute this to prior customers or hotel, restaurant, or travel agency management (Alsubari et al, 2020).…”

“…Hence, they attribute this to prior customers or hotel, restaurant, or travel agency management (Alsubari et al, 2020). As such, researching the factors influencing causal attributions of online hotel, restaurant, and travel agency reviews may assist tourism marketers in lowering the attribution of unfavorable experiences (Kirilenko et al, 2021) that are posted online, or at the very least, reduce the potential harm brought on by this type of attribution (Trzebiński & Marciniak, 2022). As a result, the increased use of social media has fueled online deceit (Smith, 2021).…”