Abstract
Although extant literature on online reviews in the hospitality industry has adequately covered the area of helpfulness, trustworthiness, and quality of online reviews, the trustworthiness of the reviewer has remained largely ignored. In particular, the antecedents of the reviewer’s trustworthiness and its influence on business outcomes have not been researched in detail. Using social credibility theory and social information theory, a framework for reviewers’ trustworthiness was developed and validated with the profile and review information of 143812 reviewers. Further, with data from 11776 businesses, we explore how reviewer trustworthiness interacts with business reputation while contributing to business patronage. A mixed method approach containing the text mining of qualitative analysis followed by PLS-SEM has been used in the analysis. The paper contributes to source-credibility literature in the context of online reviews and helps review managers identify trustworthy reviewers and measure their business impact. The paper is the first one that considered both qualitative and quantitative information while finding the antecedents and consequences of reviewer trustworthiness.
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