Empowerment over Automation in AI Summarization of Online Reviews

Studies on online reviews and ratings of physicians by patients have so far been conducted only in the context of developed countries. Therefore, this study aims to identify popular Physicians Rating Websites (PRWs), study their characteristics and report prevalence, nature and distribution of online ratings and reviews in the context of a developing country (Pakistan). Most popular PRWs were identified and ratings and reviews were scraped using Link Klipper extension and Octoparse software. Scrapped data were then analyzed. Websites and their apps were explored and also a psychologist having profiles, ratings and reviews on chosen websites was also interviewed. Two PRWs (marham.pk and oladoc.com) are popular in Pakistan with an Alexa rank of less than 1000 in Pakistan at the time of the study, indicating high popularity. Oladoc has more profiles (15,069) as compared to Marham. However, it has less number of profiles with quantitative and narrative reviews, 23% and 11% as compared to 45% and 30.6% of Marham. Average ratings per rated doctor and average number of reviews per doctor are also greater on oladoc as compared to marham (66.32 and 22.93 as compared to 31.72 and 15.77), respectively. By removing profiles rated on both sites, there are 6,446 unique profiles on both sites which have received at least one rating which has been estimated to be about 3% of the doctors serving the country. It is concluded that online reviews and ratings of physicians is a new but increasing phenomenon. Many of the trends are issues in online ratings and reviews are same as those in the developed countries. As online reviews and ratings increase, the need to ensure objectivity and accuracy as well as user education will also increase, for which government bodies, professional associations of doctors and owners of PRWs will need to collaborate.

ABSTRACTIn recent years, web sites where individual consumers can rate and review goods and services have mushroomed all over the Internet. Restaurants are particularly affected by online reviewing. If the impact of online consumer reviews (OCRs) on the demand side of markets is now well understood and measured, few studies examine the reception of this new evaluation method by those who are assessed. Based on interviews with French restaurant managers, our research shows that OCRs systems reconfigure relations of accountability in the restaurant industry. We use the notion of reactivity to describe the mechanisms through which the new evaluation system transforms the activity of restaurants. We also examine the affects surrounding the reception of ratings and reviews by restaurant managers and the moral criteria that accompany their discourses on online reviews. Many restaurants consider online reviews as a brutal and hypocritical mode of judgment. The judgment produced by online ratings and reviews is not easily borne by restaurant managers, because it challenges the conventions of quality they had previously internalized as legitimate, that is, those produced by professional experts. We interpret this ambivalent reception as the unfinished movement of transforming a performative reputation device into a legitimate evaluation institution.

Online review has become an important repository for consumers to make online buying decisions. However, writing online reviews is a voluntary behavior lacking guidelines and it is hard to guarantee the review quality generated. How to improve online review quality has become a challenge to online retailers and review aggregators. In this study, we explore the design of review writing interface in order to provide engaging writing experience for online reviewers. Using the motivational affordance theory as the theory basis, we define the motivational factors and corresponding design elements, which support reviewers to fulfill their motivation to write their online reviews. We explore how the engaging experience supported by cognitive and social affordances will affect reviewers’ writing performance.

How do consumers in the sharing economy value sharing? Evidence from online reviews

Online hotel reviews is an important source for customers to find out the products and service quality. Online hotel reviews consist of reviews and ratings. The best online reviews website in TripAdvisor. In this era, online reviews are really important and could affect customer preferences in choosing a hotel. The aim of this research is to analyze in what extent do online reviews and ratings affect customer preferences. This study use survey by distributing a total of 100 questionnaires in order to gain the data. Then, the data will be proceed through SPSS to test the validity, reliability, classical assumption, and multiple regression analysis. The results indicatedthat both of the variables (online reviews and ratings) positively impact customer preferences in choosing a hotel. However, online reviews has a bigger impact towards customer preferences rather than online ratings. It is recommended for TripAdvisor to weed out the fake reviews and guarantee the trustworthy reviews. For the hotel managers, it is recommended to response both, positive and negative reviews that made by customers in TripAdvisor, because it could change someone’s perceptions into the good feeling of the hotel.

Social media and review websites such as Trip Advisor are emerging as important platforms for restaurant reviews. The tendency of consumers to seek out electronic word of mouth before deciding where to dine has increased rapidly, with online content being shown to significantly impact purchasing decisions. Practitioners have indicated they are keenly aware of the importance of online reviews, but there is almost no research that looks at this phenomenon in the New Zealand context, and no research that compares traditional, print-based reviews with online content. In order to address this gap, a recent Auckland University of Technology master’s thesis applied content analysis to compare online and published restaurant reviews of restaurants in Auckland, New Zealand. Three hundred reviews from TripAdvisor website, Cuisine Magazine and the New Zealand Herald newspaper were analysed, and some results are presented here.
 Traditional print reviews (Cuisine and the Herald) tend towards a more ‘specialist’ approach, including detailed information about the chefs, the owners and the restaurants’ histories. They also use more ‘fancy’ language in their food descriptions, including very detailed menu ingredients. TripAdvisor reviews, by contrast, tend towards non-specialist, ‘plain language’ reviews, with simple menu descriptor words and little attention on ingredients. When discussing price, print reviews take an ‘objective’ stance, listing the price but rarely making a personal judgement about value; whereas the online reviews feature prominent personal judgements about value for money. In addition, online reviews emphasise the social aspects of dining (who they are dining with, the social nature of the event, e.g. birthday, interactions throughout the meal), often spending as much time discussing their companions as the products and service involved in the experience. By contrast, print reviews tend to focus more on the ‘physical’ aspects of dining (the wine, the food, the decor). Finally, both platforms strongly emphasise food and service as the main criteria for judgement, accounting for almost half the word counts in both styles of reviews.
 What can the practitioner take from this research? Firstly, the fact that food and service are the predominant criteria for both online and professional reviewers serves as a reminder for restaurant operators that, no matter how exquisite or stylish the restaurant is, well-cooked food and attentive service are significantly emphasised as the primary criteria by reviewers. Moreover, both review formats stress that the reliability of the booking system and efficiency of the service staff tended to enhance all reviewers’ satisfaction.
 However, there are clear differences in the review styles that represent the different audiences they are addressing. Each format attempts to recognise the perceived social identity of their audience, with the print reviews taking the ‘insider expert’ voice and appearing to speak to a more sophisticated upmarket, product-focussed audience. The print reviews also assume their readers are less sensitive to price, rarely discussing the perceived value of the meal. By contrast, the online reviews are more ‘plain language’, discuss value directly and are socially driven. By being aware of these differences in reviewing approaches, restaurant operators’ can finesse their marketing strategies. By reading and reflecting on the link between the contrasting review styles and the social identity of the respective readers, practitioners can consider how their offering ‘fits’ with their target markets. Finally, as online review platforms become increasingly important, practitioners should engage with the content they find there, ensuring they take time for reading, reflecting and responding.
 If you would like to read the original thesis this article is based on, please email: david.williamson@aut.ac.nz
 Corresponding author
 Ziye is an emerging researcher in the field of hospitality management. She received her bachelor’s degree from Beijing Union University in 2015 and her master’s degree from Auckland University of Technology in 2017, majoring in international hospitality management. Her research focusses on user-generated content in restaurant reviews, a relatively new data source for analysis in this area. Ziye also researches electronic word-of-mouth, online restaurant reviews and writers’ criteria for restaurant measurement.
 Ziye Zhang can be contacted at: ziye0927@outlook.com

Online reviews have become an important source of information for consumers, significantly influencing their purchasing decisions. However, the abundance and variety of review formats, especially the mix of text, image, and video elements, can lead to information overload and hinder effective decision-making. This study investigates how different review formats and their combinations affect the perceived helpfulness of reviews. We develop a comprehensive framework to analyze the interactions between text, image, and video elements and their impact on the helpfulness of reviews. We collect and code 8693 online reviews from JingDong Mall Mallacross six product categories, including both experience products and search products, and use multiple regression analysis to test our hypotheses. Our results show that textual review elements significantly increase review helpfulness. However, their effectiveness decreases as the amount of information increases, indicating cognitive overload. Text reviews are more prone to contribute to information overload, while visual elements such as images and videos generally do not contribute to information overload in the coexistence of text, image, and video reviews. Imagery components have a minimal effect on review helpfulness. Video elements are relatively short, which may not be sufficient to convey useful information. We also find that the impact of review formats varies between experience products and search products, and that star ratings moderate the alignment of textual or imagery components with consumer expectations. We conclude that the hybrid of text, image, and video elements in online reviews plays a crucial role in shaping consumer decision-making and information overload. Our research contributes to the literature on online reviews and information overload while providing practical implications for online retailers, review platforms, and consumers to optimize review formats, star ratings, and product types to facilitate informed purchase decisions.

How online reviews of sports tourism affect tourists’ value co-creation behavior: Findings from PLS-SEM, NCA, and fsQCA

PurposeThe purpose of this paper is to comprehend the nature of online reviews received on various social networking sites and internet-based platforms regrading organizational corporate social responsibility (CSR) initiatives.Design/methodology/approachGiven the novelty of this field, a qualitative exploratory research study was carried out. For this research, 28 Indian CSR experts on online CSR reviews were interviewed with a semi-structured open-ended questionnaire for data collection. Thematic and relational content analysis was applied for data analysis. The data was analysed based upon the theoretical anchors of micro foundations approach, organizational egoism (reputational and economic) concept and organizational logic (instrumental and integrative) literature and stakeholder salience.FindingsThe study analysis indicated that online CSR reviews that organizations received on various social networking sites and internet-based platforms from different individual and institutional stakeholders were complaints, appreciations, observations and recommendations in nature. Online CSR reviews appreciated more of integrative organizational logic than instrumental organizational logic. CSR reviews present on online platforms valued organizational reputational egoism more than organizational economic egoism. The salience of stakeholders was getting redefines in Web 2.0 based online CSR reviews. Finally, micro foundations approach was becoming a more potent perspective in the CSR narrative.Research limitations/implicationsThis research study was anchored in the micro foundations approach of CSR (Hafenbrädl and Waeger, 2017). This study ascertained those individuals did matter in organizational CSR narrative (Maak et al., 2016). Furthermore, how firms were evaluated through online reviews based upon organizational egoism (reputational and economic) (Casali, 2011; Casali and Day, 2015) and organizational logic (instrumental and integrative) (Seele and Lock, 2015; Liu, 2013; Gao and Bansal, 2013; Bansal and Song, 2017) was studied. Finally, in the world of online reviews, the notion of salient stakeholders (Mitchell et al., 2011; Magness, 2008) was getting redefined, and this aspect was also covered in this research study.Practical implicationsFirms have been engaging in CSR initiatives towards provision of social benefits and community engagement. Regarding firm CSR initiatives, CSR managers traditionally used to receive feedback from the stakeholders based upon written and special surveys conducted post or during the late stages of CSR engagement. The advent and ubiquitous presence of digital mobile devices and Web 2.0-enabled internet connections altered the way firms received feedback. This was because increasingly online reviews were received from stakeholders on firm CSR web pages, social networking sites and other online spaces. Many of the online CSR reviews were regarding the compliments and achievements that the CSR initiatives had achieved. However, a significant portion of online CSR reviews were regarding the complaints regarding the CSR initiatives. Online CSR reviews received from an array of stakeholders are inputs for firm managers. Online CSR reviews are thus an asset for an organization. Managers need to develop capabilities towards applying this asset for the expressed purposed. These online CSR reviews could be used as inputs to draw new CSR initiatives, redefine extant CSR initiatives. Furthermore, these online CSR reviews could be used as inputs to alter the organizational resources, capabilities, competencies and process regarding CSR initiatives.Originality/valueThis was one of the first studies that integrated the theoretical aspects of salient stakeholders, organizational logic, organizational egoism through the lens of micro foundations approach in the context of organizational CSR initiatives. To the best of the author’s knowledge, this was indeed a novel contribution, as the same was explored and explicated based upon online CSR reviews on internet-based platforms.

The growing prominence of online customer reviews has fundamentally reshaped consumer decision-making in digital marketplaces. As consumers increasingly rely on peer-generated evaluations in the absence of direct product experience, online reviews have become a critical informational and social influence shaping perceptions of value and purchase intention. This paper develops a theoretical perspective to examine how online customer reviews influence consumer behaviour, with particular emphasis on the mediating role of perceived value in translating review information into purchase intention. Drawing upon established theoretical frameworks, including the Theory of Reasoned Action, the Elaboration Likelihood Model, the Information Adoption Model, and Signalling Theory, the study synthesises existing literature to explain the cognitive, emotional, and social mechanisms through which consumers interpret and evaluate online review content. The discussion highlights how review characteristics such as credibility, valence, volume, and emotional tone shape perceived value by influencing benefit–sacrifice evaluations, trust formation, and risk reduction. Rather than treating online reviews as direct determinants of purchase intention, the paper conceptualises them as value-shaping stimuli that operate through complex psychological processes. By integrating electronic word-of-mouth research with value-based decision theory, this study contributes to marketing scholarship by offering a comprehensive theoretical explanation of review-driven consumer behaviour in digital environments. The paper concludes by outlining implications for future research and emphasising the need for greater theoretical attention to mediating mechanisms in online review contexts.

Influencing factors of the persuasiveness of online reviews considering persuasion methods

Hybrid collaborative filtering for high-involvement products: A solution to opinion sparsity and dynamics

ABSTRAK Penelitian ini bertujuan untuk menguji pengaruh secara parsial dan simultan pada Rating Penilaian dan Ulasan Online terhadap Kepercayaan Konsumen pada toko online Shopee. Populasi dalam penelitian ini yakni mahasiswa di Yogyakarta dan merupakan pengguna/pernah berbelanja di Shopee dengan sampel 110 orang konsumen yang mengetahui dan menggunakan Shopee. Metode pengambilan sampel dengan menggunakan purposive sampling dan regresi linear berganda. Pengolahan data dilakukan dengan menggunakan software SPSS versi 26 for windows. Hasil penelitian ini menunjukkan bahwa secara parsial variabel Rating Penilaian berpengaruh signifikan terhadap Kepercayaan Konsumen, sedangkan Ulasan Online tidak berpengaruh signifikan terhadap Kepercayaaan Konsumen. Secara simultan variabel Rating Penilaian dan Ulasan Online berpengaruh terhadap Kepercyaan Konsumen. Selain itu, faktor Rating Penilaian dan Ulasan online berkontribusi sebesar 58,6% terhadap Kepercayaan Konsumen sedangkan sisanya 41,4% dipengaruhi oleh variabel lain diluar penelitian ini. Kata Kunci : Rating Penilaian, Ulasan Online, Kepercayaan Konsumen ABSTRAC This study aims to examine the effect of partial and simultaneous Rating Ratings and Online Reviews on Consumer Confidence in Shopee's online store. The population in this study are students in Yogyakarta and are users/have shopped at Shopee with a sample of 110 consumers who know and use Shopee. The sampling method used purposive sampling and multiple linear regression. Data processing is done using SPSS version 26 software for windows. This study's results indicate that the Rating variable partially has a significant effect on Consumer Trust, while Online Reviews have no significant effect on Consumer Trust. Simultaneously, the variables of Rating Rating and Online Reviews have an effect on Consumer Trust. In addition, the online rating and review factor contributed 58.6% to consumer confidence while the remaining 41.4% was influenced by other variables outside of this study. Keywords : Rating, Online Reviews, Consumer Trust

The aim of this study was to analyse the content of online reviews posted by hospital employees on job websites for themes of organisational culture. 103 anonymous online reviews across three job websites, posted by hospital employees of four hospitals within an Australian health network were extracted. Reviews had been posted across a period of six years, from 2014 to early 2020. Sentiment rating based on user-allotted ratings on the selected websites was calculated. The sentiment score was validated against the textual content of the review to confirm employee recommendation and sentiment. Sentiment was coded as neutral, positive, or negative. Significant keywords, associations, and usage within the context of identified sentiment were deductively coded and clustered manually against eight pre-determined safety culture themes. These themes were derived from the most used assessment tools for self-reported measures of occupational health and safety, and safety culture in healthcare. Workers across clinical roles (n = 49) and non-clinical roles (n = 50) were evenly represented in the dataset. 35.9% of commenters (n = 37) reported their length of employment in the hospitals that they reviewed. Most online employee reviews addressed broad themes related to perceptions of management (n = 98), safety climate (n = 97), teamwork climate (n = 91) and working conditions (n = 98). A significant set of reviews addressed themes related to job satisfaction (n = 49) and learning, training, and development (n = 41). 72.8% of online reviews (n = 75) expressed positive sentiment towards their employer. Reviews expressing negative sentiment were largely posted by former employees and indicated areas of discontent that reflected organisational and systemic factors. Online employee reviews posted by hospital workers on job sites provide valuable insights into healthcare organisational culture. Therefore, employee online reviews could be used as a supplementary source of data to inform organisational employee engagement initiatives.

Digital social media has played a key role in tourism and hospitality industry. The use of machine and deep learning has been effective in market segmentation and customers' preference prediction through social big data analysis. This paper develops a new method to analyze large set of open data in social networking sites for travellers segmentation and predict tourists' choice preferences using dimensionality reduction and deep learning techniques. Deep belief network was used for predicting the travellers’ choice preferences from their past ratings and online reviews. Self-organizing map was also used for clustering the travellers’ online ratings and reviews. The feature extraction is performed using latent Dirichlet allocation as an unsupervised learning technique. To improve the effectiveness of learning, a dimensionality reduction technique, higher-order singular value decomposition, is performed on the clusters for the prediction of missing values and traveller–traveller similarity calculation. The proposed method was evaluated on travellers’ online reviews and ratings which were crawled from TripAdvisor. The results showed the robustness of the proposed method in analysing the large text-based reviews and numerical datasets in tourism context.