How Review Quality and Source Credibility Interacts to Affect Review Usefulness: An Expansion of the Elaboration Likelihood Model

2023 | Information Systems Frontiers | Citations: 0

Authors: Aghakhani, Navid; Oh, Onook; Gregg, Dawn; Jain, Hemant

Abstract: This study extends our understanding of what makes an online review useful by ex ... Expand

Abstract: This study extends our understanding of what makes an online review useful by examining the effects of review quality (i.e., as a composite variable of review comprehensiveness and review topic consistency) on review usefulness, and the moderating effects of source credibility on the relationship between review quality and review usefulness. The Elaboration Likelihood Model, convergence theory, and cueing effect literature are used to define the variables of review comprehensiveness and review topic consistency. Analyses of 27,517 restaurant reviews from Yelp show that review topic consistency has a positive effect on review usefulness, but, contrary to our hypothesis, review comprehensiveness has a negative effect on review usefulness. We also found source credibility positively moderates the effect of review comprehensiveness on review usefulness, but negatively moderates the effect of review topic consistency on review usefulness. Theoretical and practical implications are discussed. Collapse

Topics: online review user-generated content Python website data breach

Methods: topic model term frequency–inverse document frequency NLTK statistical hypothesis test robustness check

Theories: elaboration likelihood model

Towards Open Data Impact Evaluation Framework - An Empirical Analysis of the Demand-side Response

2023 | HICSS | Citations: 0

Authors: Ahmadi Zeleti, F.; Kerins, R.; Campbell, H.

Abstract: Open data is widely presumed to have a social, environmental, political, and ec ... Expand

Abstract: Open data is widely presumed to have a social, environmental, political, and economic impact; however, the evidence to that impact has remained scarce. The impacts must be explored and quantified to give a reasonable insight into the supply-side activities and demand-side responses. Collapse

Topics: open data online review data governance societal evaluation criteria decision making

Methods: case study survey survey design product review

Gratitude with Expectations: Exploring the Role of Restaurant Delivery and Food Availability on Online Customer Reviews During the COVID-19 Pandemic

2023 | Americas Conference on Information Systems | Citations: 0

Authors: Avery, Atiya; Xu, Pei

Abstract: Online reviews have become a popular tool for understanding consumers' percepti ... Expand

Abstract: Online reviews have become a popular tool for understanding consumers' perceptions of service and product quality. The COVID-19 pandemic has significantly impacted the restaurant industry, including negative impacts on profitability. This study utilizes gratitude theory and expectation confirmation theory to investigate how food delivery and food desert status moderated the impact of the pandemic on consumers' perceptions of restaurant quality. We find that consumers still held expectations for restaurants despite the COVID-19 pandemic crisis and their lack of food availability. Our findings also highlight the importance of food accessibility and availability, particularly in underprivileged communities during a crisis. This study has broader implications for businesses operating during crisis events providing insights into how they can improve their service and product quality to meet the needs of their consumers. Collapse

Topics: pandemic service quality online review website geographic information system

Methods: product review robustness check

Theories: expectation confirmation theory

How much is too much? The nonlinear link between emotional arousal and review helpfulness

2023 | Decision Support Systems | Citations: 0

Authors: Chou, Yen-Chun

Abstract: Online reviews affect consumer purchase decisions and become prevalent in differ ... Expand

Abstract: Online reviews affect consumer purchase decisions and become prevalent in different sectors. Platforms elicit useful reviews by allowing consumers to vote for helpfulness. The link between review features and review helpfulness hence has been a topic of broad interest in information systems (IS) and Internet commerce. Psy­ chological science studies show that expressed emotions in information – valence and arousal significantly in­ fluence receivers’ engagement and valuation. Unlike valence (negative or positive) that is widely-analyzed, emotional arousal is a less-studied attribute of online reviews. This study presents a careful account of the nonlinear link between emotional arousal and review helpfulness. Following a rigorous procedure of theorizing and testing nonlinear relationships (Haans et al. 2016), we articulate latent mechanisms leading to an inverted Ushaped association and how valence would moderate the nonlinear effect of review arousal. We analyze reviews on experience goods from Yelp.com and find firm support for our hypotheses. The findings are triangulated using reviews on search goods from Amazon.com. While the nonlinear effect of review arousal and interactions with review valence are robust to both types of goods, an alternative moderation path of review valence on the inverted U-shaped relationship is observed. Our empirical study contributes to the literature by shedding lights on the dynamics among arousal, valence, review helpfulness, and product types, which illustrates a prototypical example to IS/e-commerce scholars on rigorously conceptualizing and estimating U-shaped links as well as their moderations. Collapse

Topics: tablet experience good online review user-generated content electronic commerce

Methods: theory development product review triangulation sentiment analysis reference modelling

The (Bounded) Role of Stated-Lived Value Congruence and Authenticity in Employee Evaluations of Organizations

2023 | Organization Science | Citations: 0

Authors: Deeds Pamphile, Vontrese; Ruttan, Rachel Lise

Abstract: A growing body of research documents that audiences reward organizations perceiv ... Expand

Abstract: A growing body of research documents that audiences reward organizations perceived to be authentic with positive evaluations. In the current work, we adopt a mixed-methods approach—using data collected from Glassdoor.com and two experiments—to establish that perceptions of authenticity are elicited by perceived congruence between an organization’s stated values (i.e., the values it claims to hold) and its lived values (i.e., values members perceive as embodied by the organization), which in turn lead to more positive organizational evaluations. We then explore the conditions under which audiences are less likely to respond favorably to organizational authenticity, finding that the positive effects of stated-lived value congruence on evaluations are attenuated when audiences have a lower preference for stated values. Although scholars have often explored whether and how organizations can successfully make themselves appear authentic to reap rewards, our findings suggest that the perceived authenticity that results from stated-lived value congruence may not prove fruitful unless the audience holds a higher preference for an organization’s stated values.History: This paper has been accepted for the Organization Science Special Issue on Experiments in Organizational Theory.Funding: This research was supported by the Interdisciplinary Research Award from the Management and Organizations Department at the Kellogg School of Management and by the Michael-Lee Chin Institute for Corporate Citizenship Research Grant from the Rotman School of Management.Supplemental Material: The online appendix is available at https://doi.org/10.1287/orsc.2022.1578. Collapse

Topics: innovation management organizational value online review website organizational success

Methods: experiment parametric test product review statistical power analysis two-way ANOVA

Theories: cognitive dissonance theory organizational behavior theory organizational theory psychological theory

The “holiday effect” in consumer satisfaction: Evidence from review ratings

2023 | Information & Management | Citations: 0

Authors: Deng, Lingfei; Ye, Qiang; Xu, DaPeng; Sun, Fangfang

Abstract: This study explores whether and how a holiday effect exists in consumers’ review ... Expand

Abstract: This study explores whether and how a holiday effect exists in consumers’ review rating behavior, which is well explained by expectancy-disconfirmation theory (EDT). After utilizing the secondary data of online restaurant reviews and conducting an online experiment, we find that consumers have the tendency to form high expec­ tations before holidays, thus leading to more negative disconfirmation and bad moods, which finally induce their negative review rating behavior on holidays. The consumer heterogeneity analyses provide evidence that con­ sumers who are tourists, tourists with less travel experience, and male natives are more likely to post lower review ratings on holidays. Collapse

Topics: online review service quality user-generated content consumer behavior website

Methods: experiment experimental group regression analysis method product review survey

Economic Impacts of Platform-Endorsed Quality Certification: Evidence from Airbnb

2023 | Management Information Systems Quarterly | Citations: 0

Authors: Dewan, Sanjeev; Kim, Jooho; Nian, Tingting

Abstract: We contribute to the emerging literature on quality certification by digital pl ... Expand

Abstract: We contribute to the emerging literature on quality certification by digital platforms by studying the launch of the Airbnb Plus service, wherein the platform inspects properties and provides a badge that presumably signals the quality of the property and the reliability of the host. Our identification strategy relies on the fact that the Airbnb Plus service was launched in different cities at different times, and listings within the cities received the certification at different times. Using a staggered difference-in-differences estimation strategy in conjunction with suitable matching methods, we found that the Airbnb Plus certification increased the weekly booking rate of Plus listings by about 6.8% on average (direct effect). We also found some evidence that non-Plus listings saw a temporary decline in booking rate when one or more nearby properties received a Plus certification (externality effect). The net impact of the Airbnb Plus service on the platform itself was an annual increase in revenue of about $37,500 for the average 2-kilometer zone in a U.S. city that included one or more Plus listings, as compared to matched zones without any Plus listings (local platform effect). We performed additional analyses, including a randomized experiment, to demonstrate the robustness of our findings. Overall, our results suggest that platform-endorsed quality certification has significant economic impacts-not just on the listings that receive the certification but on other listings on the platform as well as on the platform itself. Collapse

Topics: Airbnb website sharing platform peer-to-peer model Google+

Methods: experimental group experiment propensity score method product review robustness check

Effect of Website Design Characteristics on the Concreteness of Online Reviews: A Construal Level Perspective

2023 | International Conference on Information Systems | Citations: 0

Authors: Dwivedi, Divya; Banerjee, Shankhadeep

Abstract: Online reviews are a crucial aspect of businesses' success. Thus, businesses en ... Expand

Abstract: Online reviews are a crucial aspect of businesses' success. Thus, businesses encourage reviewers to write reviews offering concrete helpful information but such reviews are scarce. This study attempts to move beyond the traditional approaches to understanding reviewers' behavior and uses a novel lens of 'human construal'. By drawing on Construal Level Theory (CLT) we tend to understand reviewers' and readers' perceptions and utilize that for the maximization of review concreteness. Review concreteness is a semantic characteristic of a review and is considered an important aspect of reviews' perceived quality. We examine if reviewers' and readers' construal can be utilized to manipulate some factors of website design in a way that it drives reviewers to write and readers to perceive more concrete reviews and consequently enhance the overall concreteness of reviews. The study amalgamates literature from psychology, marketing, and information systems and has significant potential to benefit both businesses and consumers. Collapse

Topics: online review website design website web page marketing management

Methods: experimental group product review qualitative coding laboratory experiment self reported survey

Theories: construal level theory

Understanding Employee Perspectives During an Acquisition – Case of Twitter

2023 | Americas Conference on Information Systems | Citations: 0

Authors: Dwivedi, Rahul

Abstract: Employee reviews offer valuable insights into the organizational culture of the ... Expand

Abstract: Employee reviews offer valuable insights into the organizational culture of the employer. Two important facets of such reviews are the topics addressed by the employees and the underlying sentiments. For this research, one year of employee reviews for Twitter was collected from Glassdoor. The goal is to extract the topics and underlying employee sentiments across three time periods (before the acquisition, after the acquisition announcement, and after the acquisition) in view of the recent privatization. Based on the findings from topic models, variations in topics discussed by the employees were found across different time periods. Statistically significant differences were also found in the sentiments of Twitter employees across the three periods as expressed in the reviews. The study can help business organizations to understand the employee's perspectives towards them during a drastic contextual event such as acquisition, thus helping them to identify areas of improvement. Collapse

Topics: Twitter website mergers and acquisition human resource management pandemic

Methods: product review sentiment analysis longitudinal survey longitudinal research two sample t-test with equal variance

Dissecting AI-Generated Fake Reviews: Detection and Analysis of GPT-Based Restaurant Reviews on Social Media

2023 | International Conference on Information Systems | Citations: 0

Authors: Gambetti, Alessandro; Han, Qiwei

Abstract: Recent advances in generative models such as GPT may be used to fabricate indis ... Expand

Abstract: Recent advances in generative models such as GPT may be used to fabricate indistinguishable fake customer reviews at a much lower cost, posing challenges for social media platforms to detect this kind of content. This study addresses two research questions: (1) the effective detection of AI-generated restaurant reviews generated from high-quality elite authentic reviews, and (2) the comparison of out-of-sample predicted AI-generated reviews and authentic reviews across multiple dimensions of review, user, restaurant, and content characteristics. We fine-tuned a GPT text detector to predict fake reviews, significantly outperforming existing solutions. We applied the model to predict non-elite reviews that already passed the Yelp filtering system, revealing that AI-generated reviews typically score higher ratings, users posting such content have less established Yelp reputations and AI-generated reviews are more comprehensible and less linguistically complex than human-generated reviews. Notably, machine-generated reviews are more prevalent in low-traffic restaurants in terms of customer visits. Collapse

Topics: fake review artificial intelligence application programming interface open source pandemic

Methods: machine learning survey computational algorithm sensitivity analysis ANOVA