Credibility Of Reviews Research Articles

Reviews with revenue in reputation: Credibility management method for consumer-opinion platforms

Nowadays everyone can review everything. Online customer-opinion platforms often help potential buyers take a decision. Sometimes, however, the multitude of contradictory opinions may confuse customers. Submitting a review requires time and effort, yet it only benefits others. Therefore jokes and shill reviews represent quite a percentage of reviews, because an average reviewer has no motivation to submit reviews. Reviews with Revenue in Reputation (RRR) Method is designed to encourage reviewers by gamification. RRR allows customers to easily spot credible reviews and restricts the number of reviews an unreliable reviewer can submit.

온라인 사용 후기 신뢰도가 브랜드 태도 및 방문의도에 미치는 영향 : 레스토랑을 중심으로

온라인 사용 후기 신뢰도가 브랜드 태도 및 방문의도에 미치는 영향 : 레스토랑을 중심으로

Deceptive consumer review detection: a survey

Consumer reviews are considered to be of utmost significance in the field of e-commerce, for they have a stronghold in deciding the revenue of a business. When arriving at a purchasing decision, a majority of online consumers rely on reviews since they offer credible means of mining opinions of other consumers regarding a particular product. The trustworthiness of online reviews directly affects a company’s reputation and profitability, which is why certain business owners pay fraudsters to generate deceptive reviews. Such generation of deceptive reviews which manipulate the purchasing decision of consumers is a persistent and harmful issue. Hence, developing methods to assist businesses and consumers by distinguishing between credible reviews and deceptive reviews remains to be a crucial, yet challenging task. In view of that, this paper unravels prominent techniques that have been proposed to solve the issue of deceptive review detection. Accordingly, the primary goal of this paper is to provide an in-depth analysis of current research on detecting deceptive reviews and to identify the characteristics, strengths, and bottlenecks of those methodologies which may need further improvements.

Credibility of negative online product reviews: Reviewer gender, reputation and emotion effects

The electronic word-of-mouth (eWOM) literature supports the robust finding that negative reviews are generally more influential to consumer behavior than positive ones. Moreover, recent studies suggest that much of the negativity bias is driven by the distinct emotions embedded in the content of negative word-of-mouth (NWOM) and the interaction effects between emotions and other source factors. Although the gender of the information source is a common heuristic used in message evaluation, this is the first study to examine the effect of gender stereotypes on emotional NWOM. Two web-based experiments show that when reviewer reputation cues are present, emotional content in NWOM lowers the credibility of male reviewers and the helpfulness of their reviews, but does not affect female-authored reviews. In contrast, when reputation cues are absent, the presence of emotions in NWOM lowers the credibility of female reviewers, but not that of male reviewers. The reputation cue has a positive effect on NWOM credibility and helpfulness. Findings help companies understand the impact of gender stereotypes in online NWOM and detect the most helpful NWOM in order to correct product issues and improve future eWOM.

What makes hotel online reviews credible?

PurposeThis study aims to adopt a cognitive heuristic approach to investigate the interaction effect of a message source characteristic (reviewer expertise [RE]) and two message structure characteristics (review rating consistency [RC] and review valence [RV]) on the perceived credibility of hotel online reviews.Design/methodology/approachData were collected from 242 university students and were analyzed by three-way analysis of variance through a 2 × 2 factorial experiments using a simulated hotel review page on TripAdvisor.FindingsResults show a three-way interaction effect of RE, RC and RV on the perceived credibility of hotel online reviews. The main effects of the three factors are also determined. Higher perceived credibility scores are found for negative reviews, reviews written by experts and reviews with a consistent rating.Research limitations/implicationsThis study adopts an experimental approach and is the first to investigate the three-way interactions of message source and message structure characteristics of online hotel reviews. Data were collected from students in a university in Hong Kong. Results may not be generalizable to other markets.Practical implicationsResults suggest that reviews written by experts have higher perceived credibility. Hotels should pay attention to the content of online reviews and the expertise level of reviewers. Efforts should be exerted to create positive experiences for hotel guests that motivate expert reviewers to write positive reviews. Note that negative reviews have higher perceived credibility than positive ones. Hotels should promptly address negative reviews and provide professional responses to reviewers. Platform operators of user-generated content (UGC) should create well-defined reviewer profiles that can serve as cues that communicate the different expertise of reviewers.Originality/valueThis study is the first to test the three-way interaction effect of RE, RC and RV on the perceived credibility of hotel online reviews. Results provide recommendations to hotels and UGC operators and enable them to benefit from emerging UGC usage.

The Impact of e-WOM on Hotels Management Reputation: Exploring TripAdvisor Review Credibility With the ELM Model

In recent years, electronic word of mouth (e-WOM) has been widely used by consumers on different online platforms. The numerous studies have emphasized the growing importance of e-WOM for the consumer decision-making process, particularly in the tourist sector. There are various factors that will influence the adoption of e-WOM by the users but among all these factors, credibility is of paramount importance. Changes in the platform, new consumer trends, and possible fake information require a continuous update and analysis of the factors that can influence the e-WOM perceived credibility and e-WOM adoption on TripAdvisor and other social tourism platforms. In the present study, we analyzed the following five factors that can impact e-WOM perceived credibility and e-WOM adoption: 1) volume of e-WOM; 2) source credibility; 3) rate extremism; 4) consumer involvement, and; 5) perceived e-WOM credibility. For the analysis, the Elaboration Likelihood Model (ELM) and PLS-SEM were used. The sample consisted of a total of 221 participants who responded to the questionnaire. The results revealed that, with the exception rate extremism, the four remaining factors have a significant impact on e-WOM perceived credibility and adoption. Therefore, these factors are important drivers of the e-WOM perceived credibility resulting in the e-WOM adoption. The results of the present study provide meaningful practical implications for hotel or social tourism platforms managers in terms of possible strategies to improve their online reputation.

The credibility and attribution of online reviews

PurposeTo understand the effectiveness of electronic word of mouth, the purpose of this paper is to examine how high- vs low-knowledge consumers judge and attribute the credibility of positive and negative online reviews by drawing upon accessibility–diagnosticity theory and attribution theory.Design/methodology/approachThis study conducts an observation-based study in an online forum and a 2 (review valence) × 2 (consumer knowledge) between-participants factorial experiment to examine the proposed hypotheses.FindingsHigh-knowledge consumers elicit less perceived credibility and make more non-product-relevant attribution than low-knowledge consumers in negative online reviews. Consumer attribution is also found to mediate the effects of the review valence by consumer knowledge interaction on review credibility.Originality/valueThis study adds to extant research by examining how consumer knowledge plays a key role in determining consumer perception of online review credibility. This study also advances the understanding of different casual inferences about online reviews between high- and low-knowledge consumers.

WHY DO WE LIKE COMMENTING AND SHARING IN SOCIAL MEDIA? AN ONLINE APPROCH OF LUXURY BRAND COMMUNICATION

WHY DO WE LIKE COMMENTING AND SHARING IN SOCIAL MEDIA? AN ONLINE APPROCH OF LUXURY BRAND COMMUNICATION

Credibility Analysis for Online Product Reviews

With the prevalence of e-commerce, online product reviews are increasingly considered crowd-sourced consumer opinions that significantly influence customer purchasing decisions and product rankings. It is therefore important to ensure the truthfulness of reviews by detecting and filtering out fake/spam reviews. This article presents an effective framework to analyze review credibility for spam detection and opinion mining. It incorporates three methods: duplicated review detection, anomaly detection, and incentivized review detection, that complement each other to produce statistical credibility scores indicating review credibility. A practical end-to-end system is designed and developed accordingly, and is equipped with high-level data visualization for easy interpretation and summarization of the analysis results. Experiments on an Amazon review dataset demonstrate its efficiency, scalability and accuracy. This system could help e-commerce and consumers identify fake reviews, refine product rankings, and constrain vendors and spammers from engaging in dishonest practices.

Information Source Credibility and Job Seekers’ Intention to Apply: The Mediating Role of Brands

In this article, we first examine the role of perceived credibility of three information sources—customer reviews, employee testimonials and corporate communication in influencing a job seeker’s intention to apply; second, we examine the mediating role of three brand application levels (i.e., product brand, employer brand and corporate brand) between the perceived credibility of information sources and a job seeker’s intention to apply. Using a standard questionnaire, data from 385 respondents were collected and analysed using structural equation modelling (SEM). The results show that for intention to apply, the perceived credibility of employee testimonials and corporate communication was higher than the perceived credibility of customer reviews. The employer brand ‘fully’ mediates the relationship between the perceived credibility of employee testimonials and intention to apply, while the corporate brand ‘partially’ mediates the relationship between the perceived credibility of corporate communication and intention to apply. Human resource (HR) managers may thereby use employee testimonials for attracting a greater number of applications, and such recruitment communications can be complemented by corporate communication for recruitment effectiveness. Organizations looking to improve their employer brand may focus on using employee testimonials and corporate communication as their principle branding activities. This study contributes to literature related to boundary spanning benefits of strong brands.

How reviewers’ use of profanity affects perceived usefulness of online reviews

This research explores the effects of profanity on perceptions of online reviews’ usefulness. Based on the prior research that described asymmetric attribution effects, we predict that when consumers see profanity in an online review, their reactions differ depending on the valence of the review. Specifically, when profanity is used in a negative review, it should reduce review usefulness because of decreased perceived reviewer objectivity. Among positive reviews, profanity increases review usefulness through greater perceived reviewer credibility. Through analysis of Yelp data, we show that the effect of profanity on usefulness depends on review valence. Experimentally, we demonstrate the opposing mediating effects of perceived objectivity and credibility on the usefulness of the review.

기능성 화장품의 온라인 사용 후기 신뢰도가 브랜드 선호도, 광고 신뢰도 및 구매의도에 미치는 영향 - 자외선 차단제의 긍정적 사용 후기를 중심으로 -

Considering that the effectiveness of ads varies according to the credibility of consumers, it is necessary to establish data regarding consumer credibility in relation to online reviews. To conduct a successful study on the marketing strategies of online reviews, it is also necessary to analyze the relationship between credibility and the various factors that influence the purchase intentions of consumers. Therefore, this study attempted to examine the relationship between consumer trust of on-line reviews, brand preference, ads credibility, and purchase intentions in relation to cosmetics. The study was conducted through a normative descriptive survey method using stimuli and a self-administered questionnaire. Analysis of the structural equation model was conducted for the data analysis. The results revealed that consumer reliance on online reviews of cosmetics influences brand preference, credibility of brand ads and purchase intentions. The results also revealed that consumers’ on-line reviews, brand preference, and trust of brand ads are important factors for increasing the purchase intentions. The mediation effect of brand preference and brands’ ads credibility were found in the process where on-line reviews exercise an influence on the purchase intentions. It was also found that brand preference has a stronger influence on purchase intention than credibility of brand ads. It was discovered that the credibility of on-line reviews directly influences purchase intentions more than indirectly influences. Considering the results of this study, programs that encourage customers to post on-line reviews, and strategies to promote brand preference by targeting groups that exhibit high trust in online reviews would be recommended.

Effect of Credible Reviews on Brand Image: A Mixed Method Approach

Rapid growth of online social media reduces the marketer’s control over brand management. Consumers share their brand-related experiences (through online reviews) in various online social media platforms. It is a major challenge for the marketers to understand the effects of online reviews on a brand’s image. This study addresses the issue and attempts to understand the effects of online reviews on brand image. The concept of brand image is broken up into two parts, namely, functional and hedonic. The study follows a mixed method approach using both quantitative and qualitative techniques. Quantitative techniques have been used to measure the objective experiences of the consumers, whereas qualitative techniques have been used to examine the subjective experiences of the consumers. For quantitative technique, structural equation modelling (SEM) has been adopted to determine the relationships between the variables. For qualitative technique, netnography has been followed. Quantitative data analysis reveals that online credible reviews have more significant effect on hedonic brand image. Qualitative study also shows evidences of functional and hedonic brand images in online community. Future directions for research are mentioned as well.

Credibility of online reviews and its impact on brand image

PurposeBrand image is considered as a signaling phenomenon because high brand image ensures quality product that can reduce consumer’s uncertainty. A strong brand image induces consumers to pay higher prices, which in turn provides competitive advantage and market success to a company. Online reviews, blogs and texts on brand usage experiences are more effective than oral communication to build a strong brand image. Online reviews on products create distinct places for brands in the consumer’s mind, and thus ultimately affect images of the brands. Therefore, the purpose of this study is to investigate the effects of online reviews on functional and hedonic brand images in the context of consumer electronic products in India.Design/methodology/approachThe present study adopts a novel approach to collect data. The data have been collected from select e-commerce sites’ brand pages on Facebook through Google form application. A number of respondents are 1,038. Structural equation modeling technique has been used to examine the effects of online reviews on functional and hedonic brand images.FindingsThe data analysis reveals that source and review quality have more significant effect on credibility evaluation of online reviews as compared to the effects of review consistency and receiver. Moreover, credible online reviews have more impact on hedonic brand image rather than functional brand image in the context of consumer electronics product in India.Originality/valueThe present study combines Yale attitude change model and attribution theory to examine the effects of online reviews on brand image.

The Effects of Credible Online Reviews on Brand Equity Dimensions and Its Consequence on Consumer Behavior

ABSTRACTConsumers are using social media platform to gain and share knowledge on brands. In the virtual environment, consumers are exposed to various online reviews on brands that leave an impression of brands on the minds of the consumers. The present study combines Yale attitude change model and attribution theory to examine the effects of credible online reviews on brand equity dimensions. The present study views, through the lens of Yale attitude change model, the various factors that affect credibility evaluation of online reviews. Further, attribution theory is used as the theoretical backbone to analyze the effects of credible online reviews on brand equity dimensions and finally on purchase intention. This study uses structural equations modeling (SEM) to investigate the impact of online credible reviews on customer based brand equity (CBBE) dimensions and its consequence on consumer behavior (purchase intention). Results indicate that source and review quality are the most important factors that affect consumer's credibility evaluation of a review. Online credible reviews have more significant impact on brand awareness, perceived value and organizational associations and thus leads to consumer's purchase intention in the context of consumer electronic products in India.

Investigating the effect of quality of grammar and mechanics (QGAM) in online reviews: The mediating role of reviewer crediblity

Grammar and mechanics are important components of written communication and provide signals of credibility. Although past research has documented general effects of grammar and mechanics, to date, the influence of quality of grammar and mechanics (QGAM) of online reviews remains largely unexamined. Through the lens of ELM, the present research examines QGAM of a review as a peripheral cue influencing the perceived credibility of a reviewer, finding that reviews with high QGAM have higher perceived credibility and exert a stronger influence on purchase intentions. Meanwhile, reviews with low QGAM are not as credible, influencing purchase intentions less. Product type, review length, and review valence moderate these influences, such that QGAM is more important for reviews of experience goods and reviews of shorter lengths. Further, reviewer credibility fully mediates positive reviews but does not mediate negative reviews. Implications, limitations, and future research directions are discussed.

Way too sentimental? a credible model for online reviews

Online reviews and word of mouth are crucial to consumers. We proposed a model on the basis of a sentiment analysis in terms of positive and negative words and the concept of credibility of reviewers. This study used TripAdvisor to examine the proposed model and selected 10 out of 271 hotels in Las Vegas between January and February 2015. We also collected 116 samples around world to prove the feasibility and validity. Through sentiment analysis, we determined that the overall ranking of the 10 hotels decreased. The credibility factor has a higher influence on hotel ranking than the sentiment analysis does. These results revealed that negative emotions and low-credibility reviews have a high influence on hotel ranking. The findings from participants also confirmed emotional text in review title and content and credibility of reviewer are important for adjusting original rating.

To Err is human? How typographical and orthographical errors affect perceptions of online reviewers

Consumers increasingly rely on online product reviews when making purchase decisions. However, assessing the credibility of online reviewers presents consumers with unique challenges. This paper examines how consumer perceptions of reviewer credibility are influenced by the presence and type of textual errors in the review itself. The results of an online experiment indicate that consumers’ reactions to textual errors are moderated by their general trust in others. Low-trust consumers are relatively insensitive to textual errors in judging reviewer credibility. However, high-trust consumers are less forgiving of typographical errors (which may signal carelessness) than orthographical errors (which may indicate cognitive challenges). Implications for future research are discussed.

Enhancing the impact of online hotel reviews through the use of emoticons

ABSTRACTOnline consumer reviews (OCRs) have received increasing scrutiny in recent years. The present study focuses on the effect of OCRs on consumers’ perceptions and attitudes, when pictorial representation of consumer emotions is used in online hotel reviews. A 2 × 2 experimental study is designed to examine the effect of two independent variables: review valence (positive vs. negative) and emoticons use (no emoticons vs. emoticons). Research findings show that positive OCRs result in more positive attitude and higher booking intention. Interestingly, the presence of emoticons in negative reviews strengthens the review credibility and usefulness, but attenuates consumers’ attitude towards the hotel and their booking intention. Managerial implications and research opportunities are discussed.

Understanding the Consumer Review Fairness Act of 2016

Consumer reviews are vitally important to our modern economy. Markets become stronger and more efficient when consumers share their marketplace experiences and guide other consumers toward the best vendors and away from poor ones. Businesses recognize the importance of consumer reviews, and many businesses take numerous steps to manage how consumer reviews affect their public image. Unfortunately, in a misguided effort to control consumer reviews, some businesses have deployed contract provisions that ban or inhibit their consumers from reviewing them. I call those provisions “antireview clauses.” Anti-review clauses distort the marketplace benefits society gets from consumer reviews by suppressing peer feedback from prospective consumers, which in turn helps poor vendors stay in business and diminishes the returns that good vendors get from investments in quality (thus degrading their willingness to make those investments). Recognizing the threats posed by anti-review clauses, Congress banned them in the Consumer Review Fairness Act of 2016 (the CRFA). As the House Report explains, the law seeks “to preserve the credibility and value of online consumer reviews by prohibiting non-disparagement clauses restricting negative, yet truthful, reviews of products and services by consumers.” By doing so, the CRFA protects the production of information that helps marketplaces function more effectively. This Essay helps readers understand the CRFA. Part I provides some background about anti-review clauses. Part II describes the new law and how it relates to existing law. Part III considers if the law goes far enough to protect consumer reviews. The Essay then has a short conclusion.