Credibility of negative online product reviews: Reviewer gender, reputation and emotion effects

Crăciun, Georgiana; Moore, Kelly

doi:10.1016/j.chb.2019.03.010

Cited by 77 publications

(49 citation statements)

References 90 publications

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“…In summary, prior studies mainly interpreted the GOSC consumers' decision-making process from the cognitive and rational perspective and indicated that consumers are likely to carefully evaluate risks and benefits of consumption in GOSC. In addition, these findings also suggested that the festival atmosphere of GOSC usually arouse people's emotion of excitement and pleasure, and such an emotion determined consumers' shopping decisions [15][16][17]. However, this strand of literature is scarce, and few studies have explored the roles of cognition and emotional state within the decision-making process of consumers based on an integrated theoretical framework.…”

Section: Research Background Of Goscmentioning

confidence: 99%

Exploring Determinants of Consumers’ Platform Usage in “Double Eleven” Shopping Carnival in China: Cognition and Emotion from an Integrated Perspective

Wang

Zhao

2020

Sustainability

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There is a great deal of interest concerning how e-commerce in China can be developed in sustainable ways. Answering this question requires not only the strategic management at the aggregate level, but also developing a micro framework that can effectively understand the cognitive-behavioral pathway of consumers in various online contexts. This paper focuses on the “Double Eleven” Global Online Shopping Carnival (GOSC) in China and attempts to investigate the determinants of consumers’ behaviors of shopping platform usage. The distinguishing feature of this study is that we define GOSC as a unique scenario compared to normal online shopping context, where consumers’ emotional state towards such an event plays a larger role in determining behaviors. Based on Cognitive Emotion Theory (CET), the main findings of this paper suggest that (1) consumers’ behaviors of online platform usage can be affected by both cognitions related factors, including price value, gamification and personalized services, and by emotional state such as having arousal and being pleasured; (2) cognition has an effect on emotional state, such as the positive effect of price value on arousal and pleasure or gamification on arousal. Our study, therefore, has highlighted a number of key points to the sustainable development of GOSC. Limitations and further research directions are also discussed.

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Section: Research Background Of Goscmentioning

confidence: 99%

Exploring Determinants of Consumers’ Platform Usage in “Double Eleven” Shopping Carnival in China: Cognition and Emotion from an Integrated Perspective

Wang

Zhao

2020

Sustainability

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“…Therefore, it is important to understand which review cues have the greatest impact on review credibility and usefulness for consumers (Cheung et al, 2012;Cao et al, 2011). Credibility and usefulness are commonly studied consumer responses because of the impact they exert on product and brand evaluations (Craciun and Moore, 2019). As consumers will want to avoid manipulated or biased online reviews, review credibility is an important determinant that affects whether consumers are persuaded by a reviewer's opinion (Grewal and Stephen, 2019).…”

Section: Usefulness and Credibility Of Online Reviewsmentioning

confidence: 99%

Which cues influence the perceived usefulness and credibility of an online review? A conjoint analysis

Lopes

Dens

Pelsmacker

et al. 2020

OIR

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PurposeThis study aims to assess the relative importance of the argument strength, argument sidedness, writing quality, number of arguments, rated review usefulness, summary review rating and number of reviews in determining the perceived usefulness and credibility of an online review. Additionally, the authors use insights from the elaboration likelihood model (ELM) to explore the effect of consumers' product category involvement on the cues' relative importance.Design/methodology/approachA conjoint analysis (N = 287) is used to study the relative importance of the seven previously mentioned attributes. A balanced orthogonal design generated eight cards that correspond to individual reviews. Respondents scored all eight cards in a random order for perceived usefulness and credibility.FindingsOverall, argument strength is the most important cue, while summary review rating and the number of reviews are the least important for perceived review usefulness and credibility. The number of arguments is more important for people who are more highly involved with the product, while writing quality and rated review usefulness are relatively more important for the low-involvement group.Originality/valueThis study provides a comprehensive test of how consumers perceive online reviews, as it the first to the authors’ knowledge to simultaneously investigate a large set of cues using conjoint analysis. This method allows for the implicit valuation (utility) of the individual cues, revealing the cues' relative importance, in a setting that comes close to a real-life context. Besides, insights of the ELM are used to understand how the relative importance of cues differs depending on the level of review readers' product category involvement.

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“…However, many studies have emphasized the importance and positive influence of source expertise (e.g. Chiou et al , 2014; Craciun and Moore, 2019; Filieri et al , 2018b; Park and Nicolau, 2015). The findings of the present research contribute to the literature by highlighting the differential effects of three types of expert reviewers.…”

Section: Discussionmentioning

confidence: 99%

Expert cues: how expert reviewers are perceived online

Naujoks

Benkenstein

2020

JSTP

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PurposeThe purpose of this paper is to explore different types of source expertise and how they influence perceived message quality. Consumers face the challenge to identify valuable online reviews. Source expertise as a signal of message quality can be displayed differently, depending on website layout, operator and review author.Design/methodology/approachTwo scenario-based experiments were conducted questioning 135 and 275 participants. They investigate the effect of different types of expert reviewers on perceived message quality and also examine the interplay of source expertise and source trustworthiness.FindingsThe findings reveal that the different types of expert reviewers differ in perceived expertise and their impact on perceived message quality. Claims of expertise induce the highest perceived expertise compared to the other expert types and non-experts, but are perceived as less trustworthy.Research limitations/implicationsFuture research should examine the influence of the expert types across different product and service categories and could also include moderating influences that reflect how consumers process expert cues differently.Practical implicationsCues that signal high expertise and high trustworthiness are likely to deliver the most valuable online reviews. This should be incorporated in the website's layout to help consumers find valuable information.Originality/valueThe approach of this research is novel in that it undertakes comparisons between three types of expert cues and non-experts. It also addresses the interplay of source expertise and trustworthiness and examines the effect on message quality.

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Credibility of negative online product reviews: Reviewer gender, reputation and emotion effects

Cited by 77 publications

References 90 publications

Exploring Determinants of Consumers’ Platform Usage in “Double Eleven” Shopping Carnival in China: Cognition and Emotion from an Integrated Perspective

Exploring Determinants of Consumers’ Platform Usage in “Double Eleven” Shopping Carnival in China: Cognition and Emotion from an Integrated Perspective

Which cues influence the perceived usefulness and credibility of an online review? A conjoint analysis

Expert cues: how expert reviewers are perceived online

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