Attitudes toward Star Ratings: Generational Differences among Indian Consumers

Chung, Christina; Moriuchi, Emi; Limbu, Yam B.; Ganesan, P.

doi:10.1080/08911762.2017.1412553

Cited by 10 publications

(11 citation statements)

References 2 publications

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“…However, as the usage of third-party FDAs continues to increase, consumers will have to rely on fellow consumers' reviews for the level of service provided by a third-party FDA. These purchase decisions can be significantly influenced by electronic word-of-mouth through online consumer reviews (Chung et al. , 2018).…”

Section: Introductionmentioning

confidence: 99%

An analysis of a third-party food delivery app during the COVID-19 pandemic

McCain

Lolli

Liu

et al. 2021

BFJ

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PurposeThe study aims to analyze guest comments on the Uber Eats food delivery app (FDA) in the USA during the April–June 2020 COVID-19 pandemic lockdown period. Three aspects influencing customer satisfaction with the FDA were evaluated in this study: (1) performance on the app, (2) product quality and (3) service quality.Design/methodology/approachOne thousand customer comments posted on the Uber Eats Google Play app from April 1 to June 30, 2020 were analyzed in this study. The text mining technique was applied to discover the hidden, but meaningful patterns from the unstructured text. Content analysis was applied to systematically analyze the text into organized categories and themes.FindingsAmong the three dimensions evaluated in this study, the most important dimension regarding customers' perceptions toward the FDA was the service quality dimension (40.02%), followed by the FDA's performance dimension (39.43%) and the product quality dimension (20.54%) was least important. Additionally, customers' perceptions towards the three dimensions were all unfavorable and there were more negative comments than the positive comments: FDAs (P/N = 0.728), product quality (P/N = 0.60) and service quality (P/N = 0.865).Originality/valuePrevious studies investigating FDAs assessed solely the performance of the app. However, customers' experience of a food delivery service is comprised of multiple components including the app, the restaurant and the delivery driver. To fill the void, this study evaluated a third-party app performance, product quality and service quality to capture the totality of customers' food delivery service experience.

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Section: Introductionmentioning

confidence: 99%

An analysis of a third-party food delivery app during the COVID-19 pandemic

McCain

Lolli

Liu

et al. 2021

BFJ

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“…Researchers (Kaur and Medury, 2011; Christofi et al , 2017; Moliner-Velázquez et al , 2019; Christofi et al , 2019a) have argued that the internet encourages eWOM because it is universal. Chung et al (2018) showed that, in this digitalised world, customers’ purchase decisions are influenced by OCRs. There has been a recent surge in studies assessing how eWOM in OCRs can influence PUI, but interestingly, the issue in the context of cross-cultural insights is underexplored (Christofi et al , 2018; Banerjee and Chai, 2019; Christofi et al , 2019b; Nguyen and Chatterjee, 2021).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Such online recommendations or effective endorsements are called “electronic word-of-mouth” (eWOM), and they enhance the purchase intentions (PUIs) amongst other users, including peers (Lim et al , 2006). In this digitalised world, customers’ experience relating to their purchase decisions is considerably influenced by customers’ reviews (feedback) on online platforms, known as online customer reviews (OCRs) (Chung et al , 2018; Chatterjee et al , 2020c). In OCR, customers share their experiences with the products or services provided by the producers or the providers on an online platform.…”

Section: Introductionmentioning

confidence: 99%

“…It is therefore imperative to realise how cultural differences in different countries might influence OCRs in this changed scenario to influence customers’ PUIs (Chung et al , 2018). Nevertheless, studies reveal that it is necessary to analyse the culture-specific factors and other antecedents that prompt eWOM participation to impact PUIs in both developing and developed economies (King et al , 2014).…”

Section: Introductionmentioning

confidence: 99%

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The influence of online customer reviews on customers’ purchase intentions: a cross-cultural study from India and the UK

Chatterjee

Chaudhuri

Vrontis

et al. 2021

IJOA

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Purpose The purpose of this study is to examine the influence of online customer reviews (OCRs) and electronic word-of-mouth (eWOM) on customers’ purchase intention (PUI). This study also investigates the cultural differences between the customers in India and UK as regards the influence of OCR and customers’ PUIs. Design/methodology/approach This study has used socialisation theory, theory of reasoned action, congruity theory and expectation value theory, along with the existing literature to develop the conceptual model. The theoretical model has been validated using the PLS-SEM technique on a survey involving 305 and 280 respondents for India and UK, respectively. Findings The findings highlight that gender has no effect on UK customers’ PUIs, whereas age and gender have considerable impacts on Indian customers’ PUIs. Research limitations/implications The study only examines the cross-cultural difference between a European country (UK) and an Asian country (India). Also, since the sample size is low, the findings did not represent a generic view. Practical implications The proposed model has provided important inputs to the organisations to understand consumer behaviour particularly the study would help marketing departments to formulate their marketing strategies regarding OCR and customers’ PUI. Originality/value This study is unique in understanding the implications of OCR and their influence on customer purchase decisions of UK customers and India’s customers. This study also helps to understand the impact of age and gender on OCR and PUIs.

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“…Culture is important when studying online reviews because it determines customers' values. Values differentiate the value customers place on self-expression (Kim and Sherman, 2007), provide an understanding of the external influences (Nakayama and Wan, 2019), and consequently, influence purchase intentions (Chung et al, 2018;Chatterjee et al, 2021). Culture exerts a significant impact on services such as tourism services because it influences customer behavior offline and online (i.e.…”

Section: Cross-cultural Research On Tourismmentioning

confidence: 99%

Identifying value-creating aspects in luxury hotel services via third-party online reviews: a cross-cultural study

Tsiotsou

2021

IJRDM

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PurposeThe purpose of the study is to identify critical value-creating elements of luxury services expressed in ratings and reviews posted on third-party sites and examine cross-cultural differences. To this end, the research analyzed online ratings and reviews of luxury hotels posted on TripAdvisor from customers of four European regions (East, North, South and West).Design/methodology/approachEight hundred thirty-eight online user-generated ratings and reviews of luxury hotels were analyzed quantitatively using MANOVA and qualitatively using text analysis.FindingsThe study findings support (a) that product and physical evidence are the most critical experiential elements of luxury hotels' offerings and (b) cultural differences among tourists from various regions of Europe in their hotel ratings and reviews. Specifically, Eastern and Northern Europeans are more generous in their review ratings than western and southern Europeans. Moreover, eastern Europeans value the hotel's physical evidence/environment whereas western Europeans prioritize the core product (room and food) followed by the physical environment/servicescape. Southern Europeans and Northern Europeans value most the personnel, followed by the physical environment and the core product, respectively.Practical implicationsCultural differences provide several implications with regard to luxury services segmentation, social media management, service marketing mix development and hotel promotion.Originality/valueThe value of this study originates from studying post–purchase customer behavior in luxury services from a cross-cultural perspective. Moreover, identifying critical aspects of value-creating customer experience in a luxury context adds to the available literature.

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Attitudes toward Star Ratings: Generational Differences among Indian Consumers

Cited by 10 publications

References 2 publications

An analysis of a third-party food delivery app during the COVID-19 pandemic

An analysis of a third-party food delivery app during the COVID-19 pandemic

The influence of online customer reviews on customers’ purchase intentions: a cross-cultural study from India and the UK

Identifying value-creating aspects in luxury hotel services via third-party online reviews: a cross-cultural study

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