Which reviewers are honest and caring? The effect of constructive and prosocial information on the perceived credibility of online reviews

Li-ping, Yan; Hua, Changhua

doi:10.1016/j.ijhm.2021.102990

Cited by 14 publications

(8 citation statements)

References 47 publications

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“…To our knowledge, this is the unique study to apply Marsh and Dibben’s untrust model (2005) to support the present study setting of hotel booking attributes and their related effects. In the existing literature, trust theories have been used in the context of online reviews and hospitality (Akhtar, et al , 2019; Sutherland et al , 2021; Yan and Hua, 2021); however, no theoretical or empirical research has used the untrust model. Further, no study has looked at this model in the context of hotel booking attributes and the consequences that come with them.…”

Section: Discussionmentioning

confidence: 99%

“…Hotel consumers are prone to online reviews’ beliefs and confidence-related vulnerabilities; therefore, scholars should dig understanding of consumers’ untrust, minimize untrust and promote hotel booking attributes to attenuate insufficient beliefs and confidence. Moreover, hospitality firms are eager to know the reasons for consumers’ untrust lying within online reviews (Akhtar et al , 2019; Yan and Hua, 2021), thus increasing relevance for the practitioners.…”

Section: Introductionmentioning

confidence: 99%

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Consumers’ untrust and behavioral intentions in the backdrop of hotel booking attributes

Akhtar

Siddiqi

Islam

et al. 2022

IJCHM

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Purpose The study aims to investigate how hotel booking attributes (i.e. perceived privacy, perceived certification and perceived assurance) engender consumers’ untrust and consequent behavioral intentions (i.e. altruistic behavior and trusting intentions). It also unveils the role of hotel attributes performance as a moderator between hotel booking attributes and consumers’ untrust. Design/methodology/approach Data were collected through an online platform by engaging 454 Chinese respondents. SPSS 25.0 and AMOS 24.0 (structural equation modeling) were used for data analysis and interpretation. Findings Results demonstrate that hotel booking attributes positively substantiate consumers’ untrust which, in turn, develops altruistic behavior and negative trusting intentions. Moreover, hotel attribute experience significantly moderates the relationships between perceived privacy, perceived certification and consumers’ untrust. Notably, hotel attribute performance insignificantly influences the association between perceived assurance and untrust. Research limitations/implications This study used the Chinese context and examined Chinese domestic travelers and the nonbranded hotel industry. Notwithstanding its limitations, the findings help hospitality and tourism firms, en bloc, to manage their review websites by explicitly disclosing policies regarding customers’ privacy and assurance, winning their trust through third-party certification and employing data scientists to develop algorithms to sieve fake information proactively. Originality/value This study develops an original conceptual framework by using the untrust model in this research. Our findings add to the research on consumer behavior, information processing, service management and trust and suggest practical implications for hospitality firms.

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Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Consumers’ untrust and behavioral intentions in the backdrop of hotel booking attributes

Akhtar

Siddiqi

Islam

et al. 2022

IJCHM

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“…In other words, in a strong-tie relationship, readers are more likely to trust a reviewer's personality and morality from past social interactions, resulting in sympathizing with the negative experience and emotions that reviewers had rather than judging their rationality. Hence, acute judging and decision-making in strong-tie relationships are difficult (Yan and Hua, 2021). By contrast, readers evaluate extremely negative reviews written by weak or no-tie relationships as poor and perceive reviewers as irrational because of the absence of history, memories, interactions or relational knowledge from indifference to each other (Chen et al, 2016).…”

Section: Reviewers' and Readers' Perceptionsmentioning

confidence: 99%

Integrating the reviewers’ and readers’ perceptions of negative online reviews for customer decision-making: a mixed-method approach

Kwak

Shin

Lee

et al. 2023

IJCHM

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Purpose This study aims to integrate reviewers’ and readers’ discrepant perspectives on extremely negative reviews. Specifically, this study examines the relationship between negative emotion intensity levels and reviews helpfulness on two platforms: integrated websites and social networking sites (SNS) to emphasize the role of platform types on customers’ purchase decisions. Design/methodology/approach This research adopts a mixed-method approach of business intelligence approach and quasi-experimental design. Study 1 performed text mining and Welch’s t-test to compare reviewers’ negative emotion intensity levels on two platforms. Study 2 adopted a 2*2 factorial quasi-experimental design to examine how intense negative emotions impact the perceived reviews helpfulness on two platforms. A 3*2 factorial design in Study 3 also tested social tie strength’s moderating effect between the intensity of negative emotions and review helpfulness. Findings The current study reveals that integrated website reviewers tend to express more extreme negative emotions than SNS reviewers. SNS and integrated website readers deem reviews that embed severe negative emotions as less helpful. The moderating role of social tie strength between extremely negative emotions on review helpfulness was insignificant in the study. Research limitations/implications This study enriches the online review literature by comparing writers’ and readers’ perspectives on online reviews with extremely negative emotions across two online platform types: integrated websites and SNS. From the writers’ perspective, this study highlights anonymity and the presence of an audience as essential factors that reviewers consider in selecting an online review platform to express themselves. This research also sheds light on how readers’ perspectives on extremely negative reviews conflict with the presumptions of writers of extremely negative reviews on integrated websites by demonstrating that content embedding extremely negative emotions is less helpful regardless of platform type. Practical implications This research provides online negative review management strategies to platform and hotel managers. The findings suggest hotel and review platform managers should consider adopting review alignment or monitoring systems based on negative emotions intensity levels since readers on both platforms perceive reviews embedding extremely negative emotions as less helpful. Additionally, hotel managers can progress promotions to guests who share online reviews on SNS since SNS reviewers are more likely to attenuate their extremely negative emotions when writing reviews. Originality/value This research innovatively provides a comprehensive overview of negative reviews’ production and consumption process from reviewers’ and readers’ perspectives. This research also provides practitioners insight into the nature of two different platform types and the management of negative reviews on these platforms.

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“…If a reviewer involves very actively in writing the review, the number of reviews posted by the reviewer provides evidence to the reader that the reviews written by such reviewers are credible (Lim and Van Der Heide 2015). The consumer also believes online reviews to be credible when they perceive the reviewer as honest (Yan et al 2021) and caring (Yan et al 2021). The source characteristics as antecedents of review credibility are summarized in Table 4.…”

Section: Source Characteristicsmentioning

confidence: 99%

What makes an online review credible? A systematic review of the literature and future research directions

Pooja

Upadhyaya

2022

Manag Rev Q

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Online reviews of products and services are strategic tools for e-commerce platforms, as they aid in consumers’ pre-purchase decisions. Past research studies indicate online reviews impact brand image and consumer behaviour. With several instances of fake reviews and review manipulations, review credibility has become a concern for consumers and service providers. In recent years, due to growing webcare attitude among managers, the need for maintaining credible online reviews on the e-commerce platforms has gained attention. Though, there are several empirical studies on review credibility, the findings are diverse and contradicting. Therefore, in this paper, we systematically review the literature to provide a holistic view of antecedents of online review credibility. We examine variables, methods, and theoretical perspective of online review credibility research using 69 empirical research papers shortlisted through multi-stage selection process. We identify five broad groups of antecedents: source characteristics, review characteristics, consumer characteristics, interpersonal determinants in the social media platform and product type. Further, we identify research issues and propose directions for future research. This study contributes to existing knowledge in management research by providing the holistic understanding of the “online review credibility” construct and helps understand what factors lead to consumers’ belief in the credibility of online review. The insights gained would provide managers adequate cues to design effective online review systems.

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Which reviewers are honest and caring? The effect of constructive and prosocial information on the perceived credibility of online reviews

Cited by 14 publications

References 47 publications

Consumers’ untrust and behavioral intentions in the backdrop of hotel booking attributes

Consumers’ untrust and behavioral intentions in the backdrop of hotel booking attributes

Integrating the reviewers’ and readers’ perceptions of negative online reviews for customer decision-making: a mixed-method approach

What makes an online review credible? A systematic review of the literature and future research directions

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