Exploring extremity and negativity biases in online reviews: Evidence from Yelp. com

Roh, Minjung; Yang, Sung-Byung

doi:10.2224/sbp.10825

Cited by 6 publications

(3 citation statements)

References 33 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…This also explains why the response time to negative online reviews is shorter than that to positive online reviews. Furthermore, the finding is also consistent with the research conducted by traditional self-report approaches which believed that negative reviews are more useful than ( Casaló et al, 2015b ; Rouliez et al, 2019 ; Roh and Yang, 2021 ) than positive reviews in the aspect of promoting consumers to exclude some products and choose other products.…”

Section: Discussionsupporting

confidence: 87%

How do extrinsic cues influence consumers’ online hotel booking decisions? An event-related potential experiment

et al. 2022

View full text Add to dashboard Cite

Booking decision is a typical decision-making behavior in hospitality, while the neural processing of it is still unclear. To address this issue, with the help of event-related potential (ERP), this work uncovered the neural mechanism of the influence of two extrinsic cues, namely, brand familiarity (familiar vs. unfamiliar) and online reviews (positive vs. negative) on online hotel booking decisions. Behavioral results indicated that the booking rate under the condition of positive reviews was higher than that of negative reviews. In addition, the response time in the case of familiar brands was longer than that of unfamiliar brands. ERP results showed that the P200 amplitude of familiar brands was smaller than that of unfamiliar brands, while for the late positive potential amplitude, the opposite was the case. It is suggested that in the early stage of cognitive processing, unfamiliar brands evoke more automatic and unconscious attention while in the later stage, familiar brands attract more conscious attention. This study also found that the N400 amplitude of negative online reviews was larger than that of positive online reviews, indicating that negative stimuli can result in a larger emotional conflicts than that of positive stimuli. This study provides new insights into the neural mechanism of online booking decisions in the hospitality.

show abstract

Section: Discussionsupporting

confidence: 87%

How do extrinsic cues influence consumers’ online hotel booking decisions? An event-related potential experiment

et al. 2022

View full text Add to dashboard Cite

show abstract

“…However, there is a different result from previous research on insignificant influence of service quality againsts E-WOM (Larastanio & Lahindah, 2020;Taryadi & Miftahuddin, 2021). Service quality does not have significant influence on E-WOM under context of hotel online reviews (Roh & Yang, 2021;Roy et al, 2021).…”

Section: Introductioncontrasting

confidence: 60%

Customer Satisfaction Role in Mediating the Influence of Service Quality and Promotional Appeal on Electronic Word of Mouth

Pratama,

Suprapti

2023

IJSSB

View full text Add to dashboard Cite

The rapid development of technology has a role in the relationship between business owners and customers. This is shown by the many messages in the form of reviews or recommendations submitted by customers via the internet or also called Electronic Word of Mouth (E-WOM). This study aims to analyze the role of customer satisfaction in mediating the effect of service quality and promotional attractiveness on electronic word of mouth. The population in this study consists of GoFood service users on the GoJek application in Bali represented by three regencies and one city, and the exact number cannot be mentioned or calculated (unlimited). The sampling method used in this study was purposive sampling. In this study, inferential statistics used Structural Equation Modeling (SEM) based on Partial Least Square (PLS) analysis. Data collection was carried out using questionnaires in the form of Google Forms distributed through social media. The results showed that the quality of service and the attractiveness of promotions had a positive and significant effect on customer satisfaction. The quality of service has a positive and significant effect on electronic word of mouth, while the attractiveness of promotion does not have a significant effect on electronic word of mouth. Customer Satisfaction has a positive and significant effect on Electronic Word of Mouth. Customer satisfaction partially mediates the effect of service quality on electronic word of mouth and fully mediates the effect of promotional attractiveness on electronic word of mouth. The implication of the results of this study is the importance of attention to service quality and promotional attractiveness in an effort to increase customer satisfaction and E-WOM.

show abstract

“…This construct could be used to build a generalizable model to understand how users evaluate the effectiveness of computer/machine assistance in decision making. Similar constructs have been used to evaluate the effectiveness of mobile apps and artificial intelligence, including the perceived usefulness or helpfulness of customer reviews [45,46], functional value [47], and performance expectancy [48] of mobile apps, as well as competence perception [49], overall reward [50], customer knowledge creation [51], and perceived usefulness [52], to capture the effectiveness of artificial intelligence as assistant tools. While there may be variations in the nomenclature and the contexts used, all of these constructs are based on the idea of measuring the extent to which computers/machines assist users in making informed decisions and, thus, the extent to which users rely on them to reach final decisions.…”

Section: Theoretical Implicationsmentioning

confidence: 99%

Effects of Portion Number and Marital Status on Decision-Making Dependence When Using Food Delivery Applications

Roh,

Park

2023

JTAER

Self Cite

View full text Add to dashboard Cite

Delivery applications represent more than just substitutes for phone calls when ordering food. Unlike phone calls, delivery applications not only facilitate orders and payments, but also assist users in narrowing down the multiple options to a final choice. This research focused on the extent to which users rely on delivery applications to make food-ordering decisions and examined how two factors—portion number and marital status—affect this dependence. The empirical results supported our prediction that (i) single-portion users depend more heavily on delivery applications than multiple-portion users, as the latter have no meal companions to consult; and (ii) unmarried (vs. married) users exhibited an even greater dependence on delivery applications in a single-portion-meal context, due to a weaker sense of responsibility for and agency over meal preparation. These findings illustrate how delivery applications can contribute to the expansion of delivery service markets by influencing food-ordering decision-making behavior.

show abstract

Exploring extremity and negativity biases in online reviews: Evidence from Yelp. com

Cited by 6 publications

References 33 publications

How do extrinsic cues influence consumers’ online hotel booking decisions? An event-related potential experiment

How do extrinsic cues influence consumers’ online hotel booking decisions? An event-related potential experiment

Customer Satisfaction Role in Mediating the Influence of Service Quality and Promotional Appeal on Electronic Word of Mouth

Effects of Portion Number and Marital Status on Decision-Making Dependence When Using Food Delivery Applications

Contact Info

Product

Resources

About