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Discrete emotions effects on electronic word-of-mouth helpfulness: The moderating role of reviewer gender and contextual emotional tone
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2020 | Decision Support Systems | Citations: 0
Authors: Craciun, Georgiana; Zhou, Wenqi; Shan, Zhe

Abstract: Using frameworks from the literature on emotion, cognitive processing and gender ... Expand

Abstract: Using frameworks from the literature on emotion, cognitive processing and gender stereotypes, we extend existing research on online product review helpfulness by demonstrating that reviewer gender moderates the relationship between emotional content and review helpfulness and that readers' perceptions of reviewer credibility explain this effect. In the first study, experimental methods were used to demonstrate that the differential effect of angry vs. non-emotional reviews on review helpfulness was moderated by reviewer gender. Further, findings showed that the negative effect of anger on review helpfulness for female (but not male) reviewers was explained by lower reviewer credibility. In the second study, by analyzing product reviews from the Amazon web site, we found supportive evidence for the results of the first study on the relationship between female-expressed anger and review helpfulness. In addition, we explored the influence of gender stereotypes in terms of the relationship between anxiety and review helpfulness and compared it to anger. Study 2 also allowed us to explore the moderation effect of the contextual emotional tone of other reviews on the target product. Our findings highlight limitations in perceived helpfulness ratings due to gender stereotype biases and offer insights for various decision makers to better understand and manage review helpfulness. Collapse

Semantic filters: attribution theory social influence

Topics: word of mouth online word of mouth online review tablet electronic commerce

Methods: experiment product review archival research Amazon review field study

Theories: attribution theory incongruity theory appraisal theory
Consumer perceptions of information helpfulness and determinants of purchase intention in online consumer reviews of services
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2018 | Information & Management | Citations: 45
Authors: Filieri, Raffaele; McLeay, Fraser; Tsui, Bruce; Lin, Zhibin

Abstract: Online consumer reviews offer an unprecedented amount of information for consume ... Expand

Abstract: Online consumer reviews offer an unprecedented amount of information for consumers to evaluate services before purchase. We use the dual process theory to investigate consumer perceptions about information helpfulness (IH) in electronic word-of-mouth (eWOM) contexts. Results highlight that popularity signals, two-sided reviews, and expert sources (but not source trustworthiness) are perceived as helpful by consumers to assess service quality and performance. Although two-sided reviews exercise a significant influence on perceived IH, their influence on purchase intention was indirectly mediated by IH. IH predicts purchase intention and partially mediates the relationship between popularity signals, source homophily, source expertise, and purchase intention. Collapse

Semantic filters: attribution theory social influence

Topics: online word of mouth word of mouth website consumer behavior electronic commerce

Methods: survey structural equation modeling data transformation factor analysis survey design

Theories: dual-system theory attribution theory theory of bounded rationality
Customer Service on Social Media: The Effect of Customer Popularity and Sentiment on Airline Response
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2014 | International Conference on Information Systems | Citations: 0
Authors: Gunarathne, Priyanga; Rui, Huaxia; Seidmann, Avi

Abstract: Many companies are now providing customer service through social media, helping ... Expand

Abstract: Many companies are now providing customer service through social media, helping and engaging their customers on a real-time basis. To study this increasingly popular practice, we examine how major airlines respond to customer comments on Twitter by exploiting a large data set containing Twitter exchanges between customers and three major airlines in North America. We find that these airlines pay significantly more attention to Twitter users with more followers, suggesting that companies literarily discriminate customers based on their social influence. Moreover, our findings suggest that companies in the digital age are increasingly more sensitive to the need to answer both customer complaints and customer compliments while the actual time-to-response depends on customer’s social influence and sentiment as well as the firm’s social media strategy. Collapse

Semantic filters: attribution theory social influence

Topics: Twitter social media customer service application programming interface social influence

Methods: proportional hazards model hazard function survival analysis theoretical contribution natural language processing

Theories: attribution theory
The Bright Side of Failure in Online Gaming

2014 | International Conference on Information Systems | Citations: 2
Authors: Zheng, Alvin; Zhang, Cheng; Pavlou, Paul; Luo, Xueming

Abstract: This study examines online game failure (failing in a game mission) and its effe ... Expand

Abstract: This study examines online game failure (failing in a game mission) and its effects on player behavior (staying in the game) and consumption (purchasing virtual items). Consistent with attribution theory, we theorize the impact of failure on whether players stay in the game based on how failure is attributed: either to the individual or the team. Results of a two-phased Tobit model with over 3,000,000 data points show that selffailure increases, while team-failure decreases, player’s likelihood to stay in the game. Conditional on staying in the game, self-failure has an inverted U-shaped effect on consumption, initially reducing and then increasing spending after many self-failures. However, team failure has a negative effect on consumption. Interestingly, team failure decreases consumption for male players without many friends in the game, while increases for female players with many friends. These findings imply that game designers should design individual and team missions differently across populations. Collapse

Semantic filters: attribution theory social influence

Topics: online game social influence personality massively multiplayer online game

Methods: robustness check survey theory development

Theories: attribution theory cognitive dissonance theory
Blog, Blogger, and the Firm: Can Negative Employee Posts Lead to Positive Outcomes?
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2012 | Information Systems Research | Citations: 91
Authors: Aggarwal, Rohit; Gopal, Ram; Sankaranarayanan, Ramesh; Singh, Param Vir

Abstract: Consumer-generated media, particularly blogs, can help companies increase the vi ... Expand

Abstract: Consumer-generated media, particularly blogs, can help companies increase the visibility of their products without spending millions of dollars in advertising. Although a number of companies realize the potential of blogs and encourage their employees to blog, a good chunk of them are skeptical about losing control over this new media. Companies fear that employees may write negative things about them and that this may bring significant reputation loss. Overall, companies show mixed response toward negative posts on employee blogs—some companies show complete aversion; others allow some negative posts. Such mixed reactions toward negative posts motivated us to probe for any positive aspects of negative posts. In particular, we investigate the relationship between negative posts and readership of an employee blog. In contrast to the popular perception, our results reveal a potential positive aspect of negative posts. Our analysis suggests that negative posts act as catalyst and can exponentially increase the readership of employee blogs, suggesting that companies should permit employees to make negative posts. Because employees typically write few negative posts and largely write positive posts, the increase in readership of employee blogs generally should be enough to offset the negative effect of few negative posts. Therefore, not restraining negative posts to increase readership should be a good strategy. This raises a logical question: what should a firm's policy be regarding employee blogging? For exposition, we suggest an analytical framework using our empirical model. Collapse

Semantic filters: attribution theory social influence

Topics: blog extensible markup language accounting social influence advertising management

Methods: longitudinal research autocorrelation analysis econometric modeling descriptive statistic scale validation

Theories: attribution theory
Understanding information technology acceptance by individual professionals: Toward an integrative view
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2006 | Information & Management | Citations: 88
Authors: Yi, Mun Y.; Jackson, Joyce D.; Park, Jae S.; Probst, Janice C.

Abstract: Although information technology is becoming a vital part of the workplace of ski ... Expand

Abstract: Although information technology is becoming a vital part of the workplace of skilled professionals, it is unclear what factors contribute to its acceptance by them. Building upon and integrating the key findings of three closely related theoretical paradigms (the technology acceptance model, the theory of planned behavior, and innovation diffusion theory), we developed a more complete, coherent, and unified model and tested the resulting model in the context of PDA acceptance by healthcare professionals. Using LISREL, data collected from 222 physicians in the U.S. were tested against the model; it explained 57% of the physician's intention to accept an innovation, with good model fit. Our study produced useful insights into the factors that influence technology acceptance decisions by professionals and provided new ideas in the understanding of user acceptance of technology. Collapse

Semantic filters: attribution theory social influence

Topics: perceived usefulness perceived ease of use behavioral intention technology adoption innovation management

Methods: survey theory development SEM tool survey design structural equation modeling

Theories: technology acceptance model diffusion of innovations theory theory of planned behavior TAM2 attribution theory

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Found 6 articles

Discrete emotions effects on electronic word-of-mouth helpfulness: The moderating role of reviewer gender and contextual emotional tone

Consumer perceptions of information helpfulness and determinants of purchase intention in online consumer reviews of services

Customer Service on Social Media: The Effect of Customer Popularity and Sentiment on Airline Response

The Bright Side of Failure in Online Gaming

Blog, Blogger, and the Firm: Can Negative Employee Posts Lead to Positive Outcomes?

Understanding information technology acceptance by individual professionals: Toward an integrative view