Can receiving managerial responses induce more user reviewing effort? A mixed method investigation in hotel industry

How does review disconfirmation influence customer online review behavior? A mixed-method investigation

“…The LIWC program has its frequent use in psychology but becomes increasingly common in marketing studies and information systems research. Second, following Xu et al (2020), the user reviewing effort was measured by review length; thus Review length ( Lengthijt) was the second dependent variable. The total number of words in a review was used to measure review length.…”

“…Moreover, customers’ emotional response is the basis for their future judgments toward the product/service (Turley and Fugate, 1992), and leads consumers to spend more money (Donovan et al , 1994). Second, a user’s reviewing effort is important given that higher reviewing effort generates higher quality reviews and more helpful reviews (Xu et al , 2020). Reviews involving high user reviewing effort contain more relevant, comprehensive and accurate product/service information; therefore, such reviews are more persuading and impose a greater influence on consumer purchase intention.…”

Understanding Chinese consumers' pre-purchase value expectations: the role of country of origin effect

“…Signalling theory details how customers form attitudes towards a product or service under conditions of information asymmetry (Xu et al , 2020). Customers possess less information than sellers, and hence they need to make inferences about the unobservable quality of a product or service from information available to them which can be considered a signal or a cue (Kalafatis et al , 2016).…”

“…Customers possess less information than sellers, and hence they need to make inferences about the unobservable quality of a product or service from information available to them which can be considered a signal or a cue (Kalafatis et al , 2016). In particular, the pre-purchase evaluation of experience goods such as hotels and restaurants can be a complicated process, and consumers often need to rely on cues to make their purchase decision (Xu et al , 2020).…”

“…Knowledge of customers in the global market provides international firms with a solid foundation for designing and implementing effective marketing strategies (Armstrong et al , 2014). Signalling theory suggests that customers are more likely to rely on external cues to make a purchase decision, especially in relation to experience goods (Xu et al , 2020). One of the most popular cues in an international marketing context is country of origin (COO) which refers to how consumers perceive products or services originating from a particular country (Diamantopoulos et al , 2020; Parkvithee and Miranda, 2012; Esmaeilpour and Abdolvand, 2016; Rios et al , 2014).…”