2019
DOI: 10.1108/ijchm-03-2018-0247
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Value destruction in exaggerated online reviews

Abstract: Purpose This paper aims to examine the underlying motivations, attitudes and behaviors of exaggerated review posters and readers by examining the effect of review valence, emotional expression and language complexity on perceived poster, website and firm trustworthiness and subsequent behavioral intentions. Design/methodology/approach This research uses a mixed-method approach using the qualitative critical incident technique (CIT) and quantitative experimental design. Study 1 uses CIT to examine exaggerated… Show more

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Cited by 85 publications
(54 citation statements)
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References 34 publications
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“…Second, the quantitative study empirically examines differences between the most and least effective courses. This builds upon the current calls for more research that uses mixed-methods as it increases the internal and external validity of research (Baker & Kim, 2019;Fong et al, 2016). In other words, this research contributes to the hospitality and tourism education research both theoretically and managerially by incorporating mixed qualitative and quantitative methods which are under-researched in hospitality and management research.…”
Section: Theoretical Implicationsmentioning
confidence: 86%
See 2 more Smart Citations
“…Second, the quantitative study empirically examines differences between the most and least effective courses. This builds upon the current calls for more research that uses mixed-methods as it increases the internal and external validity of research (Baker & Kim, 2019;Fong et al, 2016). In other words, this research contributes to the hospitality and tourism education research both theoretically and managerially by incorporating mixed qualitative and quantitative methods which are under-researched in hospitality and management research.…”
Section: Theoretical Implicationsmentioning
confidence: 86%
“…As all courses were transitioned to remote learning, data was collected using an online open-ended questionnaire. Participants were presented with several open-ended questions gaging the key variables of interest (Baker & Kim, 2019). Previous research supports that web-based surveys provide detailed and comprehensive information and researchers are increasingly using written data collection to gain rich, deep qualitative responses (Baker & Kim, 2018a;.…”
Section: Methodsmentioning
confidence: 99%
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“…In addition to the importance of social comparison as a theory, cross-customer comparisons are made in both in-person and online servicescapes. Therefore, customers being able to compare themselves with others happens on a more frequent basis (Baker and Kim, 2019). In online contexts, there are numerous websites that advise customers on how to churn the credit card system and receive endowed rewards from hotel, airline and entertainment companies.…”
Section: Cross-customer Comparisons In Servicescapesmentioning
confidence: 99%
“…That the customer is always right, has been a long-standing lopsided philosophy (Huang et al , 2014). However, the research on dysfunctional customer behaviors has developed extensively in the past 20 years (Fisk et al , 2010; Baker and Kim, 2019). Dysfunctional customer behavior represents actions that are against the generally expected and accepted normative conduct in consumption context (Fullerton and Punj, 2004).…”
Section: Introductionmentioning
confidence: 99%