Abstract The purpose of this study is to explore factors contributing to users' reviewing effort in the online review platform and understand the mechanism behind the effect. Based on a mixed method including secondary data analysis and experimental data analysis, the results indicate the following. (1) A user receiving more managerial responses tends to exert more reviewing effort. (2) The number of high-quality user opinions (i.e., expert reviews) for a hotel negatively moderates the influence of the number of managerial responses on user reviewing effort. (3) The sense of reciprocity mediates the influence of the number of managerial responses on future reviewing effort. (4) The mediation process is attenuated amongst users facing numerous high-quality user opinions. This study contributes to the literature of managerial response and online user engagement in the context of travel websites.
Last. Zili Zhang(HIT: Harbin Institute of Technology)H-Index: 14
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Abstract The purpose of this study is to explore the impacts of temporal, explanatory, and sensory cues on customers’ perceived usefulness and enjoyment toward restaurant online reviews. Text mining approach and econometric analysis are used to examine 186,714 online reviews of 300 restaurants collected from Yelp.com. Empirical results show that temporal cues of online restaurant reviews affect review usefulness but not review enjoyment; explanatory cues have an important effect on both review u...
This paper aims to examine the influences of the number of hotel management responses and especially the textual similarity in hotel management responses to online reviews on hotel online booking.,This study used the data from 437 hotels in New York City on Expedia. The data specifically include online reviews, management responses and real-time number of online hotel bookings, which were merged to create one dataset for this study. To calculate the management response similarity, three widely r...
Popular knowledge management platforms such as community-based question answering sites (CQAs) and electronic networks of practice (ENPs) rely on accurate quality assessment of user-contributed content to ensure effective knowledge creation and exchange. However, quality assessment is subjective by nature. Based on the politeness theory, we hypothesize that answers written more politely are more likely to be perceived as high quality answers by the question asker due to the low face threat. We f...
#1Hengyun Li(PolyU: Hong Kong Polytechnic University)H-Index: 15
#2Zili Zhang(HIT: Harbin Institute of Technology)H-Index: 14
Last. Ziqiong Zhang(HIT: Harbin Institute of Technology)H-Index: 19
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Purpose This study aims to investigate how prior reviews posted by other consumers affect subsequent consumers’ evaluations and to what extent the review temporal distance can increase or reduce the social influence of prior reviews. In this study’s restaurant context, review temporal distance refers to the duration between dining time and review time of a dining experience. Design/methodology/approach The data of paired online restaurant reservations and reviews are analyzed using Ordered Logit...
#2Bin Gu(ASU: Arizona State University)H-Index: 30
Last. Kevin Zhu(UCSD: University of California, San Diego)H-Index: 29
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Managerial responses to online customer reviews not only affect customers who receive the responses but may also influence subsequent customers who observe the responses. This externality arises be...
Last. Ziqiong Zhang(HIT: Harbin Institute of Technology)H-Index: 19
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Abstract Consumers always face a tradeoff between making a purchase decision now and continuing information searching with delayed purchase decision. This study extends extant literature by empirically investigating the effects of online peer reviews on consumers’ timing of booking a restaurant using a merged data set of online peer reviews and consumer reservation records. The results show that the rating valence, rating variation, and review content richness of online peer reviews positively m...
Abstract Firms increasingly respond to online customer reviews on public platforms to influence prospective consumers and enhance profitability. This paper highlighted the importance of semantically tailoring management responses according to the content of the reviews and examined the impact of such responses on prospective consumers and future sales. Based on a field study and an experiment, we found that an accommodative response to the product failure review and a defensive response to the o...
#2Markus Schuckert(PolyU: Hong Kong Polytechnic University)H-Index: 19
Last. Rob Law(PolyU: Hong Kong Polytechnic University)H-Index: 95
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Abstract Websites with user-generated content (UGC) usually adopt incentive hierarchies to encourage users to contribute content continuously and to realize increasingly higher status in the online community through achieving increasingly more difficult goals. Yet the literature remains largely unclear on how these incentive hierarchies affect user behavior during status seeking. Empirical findings drawn from the data of 19,674 TripAdvisor members suggest that 1) at a lower status or earlier sta...
#1Huimin Tan(SWUFE: Southwestern University of Finance and Economics)H-Index: 2
#2Xingyang Lv(SWUFE: Southwestern University of Finance and Economics)H-Index: 5
Last. Dogan Gursoy(WSU: Washington State University)H-Index: 67
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Abstract This study examines an “evaluation nudge” in which consumers' preferences for tourism products are dependent on whether the online information about alternative products is presented jointly (joint evaluation mode) or separately (separate evaluation mode). Utilizing two studies, relationship between evaluation mode and information processing is examined first. Afterwards, the relationship between preferences and decision-making in the context of evaluating alternatives with positive and...
#1Bei Yan(UPenn: University of Pennsylvania)H-Index: 2
#2Lian Jian(UPenn: University of Pennsylvania)H-Index: 9
Abstract Because new members are important sources of knowledge to online knowledge communities, it is important to retain them after their initial interactions with the community. With a large-scale behavioral dataset collected from a leading online Question and Answer community for programmers, Stack Overflow, we investigated how the community's knowledge responses and social responses to newcomers' questions affected their subsequent likelihood of knowledge contribution (answering others' que...
Purpose This paper aims to analyze if and to what extent mechanical artificial intelligence (AI)-embedded in hotel service robots-influences customers’ evaluation of AI-enabled hotel service interactions. This study deploys online reviews (ORs) analytics to understand if the presence of mechanical AI-related text in ORs influences customers’ OR valence across 19 leading international hotels that have integrated mechanical AI – in the guise of service robots – into their operations. Design/method...
Purpose: This study aims to examine the effect of country of origin (COO) on customers' value expectation and willingness to pay by employing signalling theory and cue utilisation. Design/methodology/approach: The data were collected from 386 customers via an online survey in the context of Australian food retail franchise stores in China. Findings: The findings indicate that COO origin is an important determinant of customer expectations including service quality, social value, emotional value,...
With the growing online review manipulation and fake reviews in the hospitality industry, it is not uncommon that a consumer encounters disconfirmation when comparing the existing online reviews with his/her own product or service evaluation. The purpose of this study is to investigate the influence of review disconfirmation on customer online review writing behavior.,This study used a mixed-method combining online secondary big data modeling and experimental design.,Review disconfirmation influ...