eWOM Information Richness and Online User Review Behavior: Evidence from TripAdvisor

Liu, Xueyu; Lin, Jie; Jiang, Xiaoyan; Chang, Tingzhen; Lin, Haowen

doi:10.3390/jtaer19020046

Cited by 2 publications

(1 citation statement)

References 90 publications

(114 reference statements)

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“…Customers share their experience with products or services in the form of both text and numerical star ratings on the company's website or third-party websites. The sharing of experiences online, electronic word of mouth (eWOW), continues to grow with both the length and frequency of online reviews, resulting in greater richness and influence on consumers' decision making [49]. Reviews embrace indefinable features, such as the product or service quality, that cannot be observed before experiencing it, so customers who want to avoid poor purchase decisions search for decisive and reliable information [50].…”

Section: Online Reviews In the Hospitality Industrymentioning

confidence: 99%

Usefulness of Online Reviews of Sensory Experiences: Pre- vs. Post-Pandemic

Kim,

Park,

Marjerison

2024

JTAER

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As a result of globalization and other factors, periodic shocks to economic activity have become more frequent in recent years. How these periods of economic uncertainty affect different business sectors and industries has become an important emerging area of research activity. Sensory experiences are increasingly recognized as an important aspect of the customer experience. Likewise, online reviews and the usefulness rating given by review consumers are important factors in the consumers’ purchasing decision-making process. How these factors are affected by periods of crisis is an underexplored area of research that this study addresses through the exploration and comparison of the perceived helpfulness of sensory experience online reviews, specifically in the hotel industry, before and since the COVID-19 pandemic. Primary data were harvested from the Booking.com website before and during the pandemic; 143,739 online reviews were analyzed using a keyword search based on six dimensions of hotel services to identify those reviews with sensory experience content. The analysis applied Herzberg’s two-factor theory, where each service attribute was examined as both positive (satisfier) and negative (dissatisfier). Empirical analytical methods were applied to produce compelling findings. The findings indicate that the reviews of multisensory experiences affect the perceived value of a post both negatively and positively, respectively, and that the pandemic did not affect the relationship between reviews and the perceived helpfulness of the reviews. This study has both theoretical and practical implications for researchers and practitioners by applying and building on Herzberg’s two-factor theory of online reviews in the hospitality sector during a period of crisis, as well as addressing a gap in the existing literature on how the pandemic affected the relationships between the online reviews of sensory experiences and their perceived usefulness. Practitioners may find the results useful in how they allocate their resources and focus during such periods to optimize their competitiveness.

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Section: Online Reviews In the Hospitality Industrymentioning

confidence: 99%

Usefulness of Online Reviews of Sensory Experiences: Pre- vs. Post-Pandemic

Kim,

Park,

Marjerison

2024

JTAER

View full text Add to dashboard Cite

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An Empirical Test of the Impact of the Online Review–Review Skepticism Mechanism on Behavioral Intentions: A Time-Lag Interval Approach between Pre- and Post-Visits in the Hospitality Industry

Wen,

2024

JTAER

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The relationship between online review types and their outcomes is dynamic. However, it remains unclear how the influence of the three prominent kinds of online reviews (ratings, photos, and text) evolves from the initial to the phases of the restaurant visit cycle. To address this gap in the literature, this study administers a survey in mainland China using two time-lag intervals. Based on the data collection methodology proposed in the consumption-system approach, this survey separates the pre- (T1) and post- (T2) stages of specific restaurant visits. While rating reviews’ direct impact on behavioral intentions increases during the visit cycle, that of photo reviews does not change before and after restaurant visits. As for text reviews, these do not directly influence behavioral intentions before a restaurant visit; however, the impact increases after a visit, highlighting a difference in behavioral responses between the pre- and post-restaurant-visit phases. Rating reviews’ direct effect on review skepticism is negatively significant after visiting a restaurant; moreover, review skepticism is important in mediating the relationship between rating reviews and behavioral intentions after a visit.

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eWOM Information Richness and Online User Review Behavior: Evidence from TripAdvisor

Cited by 2 publications

References 90 publications

Usefulness of Online Reviews of Sensory Experiences: Pre- vs. Post-Pandemic

Usefulness of Online Reviews of Sensory Experiences: Pre- vs. Post-Pandemic

An Empirical Test of the Impact of the Online Review–Review Skepticism Mechanism on Behavioral Intentions: A Time-Lag Interval Approach between Pre- and Post-Visits in the Hospitality Industry

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