Online Consumer Reviews Research Articles

Designing product upgrades in the presence of online consumer reviews

AbstractWhen consumers decide whether to buy an experience good, they usually search for online reviews to reduce quality uncertainty. In this paper, we consider that consumers may strategically wait for the new generation product and consult reviews of the previous generation product in the same series while facing sequential launching products. We develop a two‐period analytical model analyzing how the presence of intergenerational reviews influences the firm's decision on product upgrades. Our analysis obtains three main findings. First, when online reviews are less efficient and consumers are more strategic, the firm should skip the old product due to the severe product cannibalization effect. Second, negative reviews discourage the firm from quality improvement, and positive reviews drive the firm to provide quality improvement at a high price. Third, the firm chooses a decreasing price path without online reviews. However, an increasing price path is preferred in the presence of online reviews when online reviews are positive, the efficiency of consumer reviews is high, and consumers are more strategic. Our study indicates that online reviews have important influence on product generation design, and the firm should carefully evaluate online reviews of the old product when designing its new generation product.

Influence of Online Consumer Reviews on Brand Reputation

Influence of Online Consumer Reviews on Brand Reputation

Exploring online celebrities and reviews simultaneously- the role of their consistency in different product types

In the face of the increasing influence of online celebrity live streaming and online consumer reviews in present e-commerce environment, the purpose of this paper is to examine how online celebrities’ information source characteristics and review helpfulness affect online consumers' perceived value and purchase intentions. Besides, we try to explore the impact of consistency and product type on consumers. Based on the SOR model, two studies were conducted to achieve these goals. Study 1 collects data by means of a questionnaire and conducts structural equation modeling. The empirical results of 491 questionnaires indicate that credibility, professionalism, and attraction of online celebrities and content, quality, and popularity of review helpfulness positively affect perceived value. Perceived value, in turn, influences purchase intention. Study 2 introduced the concept of consistency and designed a 2 × 2 scenario test with it and product type. The results of 356 questionnaires showed that consistency promotes consumers' purchase intention, with perceived value mediating and product type moderating the effect. The findings have important implications for the development of e-commerce and provide some additions to research in this area.

Towards the development of an explainable e-commerce fake review index: An attribute analytics approach

Instruments of corporate risk and reputation assessment tools are quintessentially developed on structured quantitative data linked to financial ratios and macroeconomics. An emerging stream of studies has challenged this norm by demonstrating improved risk assessment and model prediction capabilities through unstructured textual corporate data. Fake online consumer reviews pose serious threats to a business’ competitiveness and sales performance, directly impacting revenue, market share, brand reputation and even survivability. Research has shown that as little as three negative reviews can lead to a potential loss of 59.2 % of customers. Amazon, as the largest e-commerce retail platform, hosts over 85,000 small-to-medium-size (SME) retailers (UK), selling over fifty percent of Amazon products worldwide. Despite Amazon's best efforts, fake reviews are a growing problem causing financial and reputational damage at a scale never seen before. While large corporations are better equipped to handle these problems more efficiently, SMEs become the biggest victims of these scam tactics. Following the principles of attribute (AA) and responsible (RA) analytics, we present a novel hybrid method for indexing enterprise risk that we call the Fake Review Index (RFRI). The proposed modular approach benefits from a combination of structured review metadata and semantic topic index derived from unstructured product reviews. We further apply LIME to develop a Confidence Score, demonstrating the importance of explainability and openness in contemporary analytics within the OR domain. Transparency, explainability and simplicity of our roadmap to a hybrid modular approach offers an attractive entry platform for practitioners and managers from the industry.

Online Trust Determinants, Consumer Perception, and Purchase Intent in Saudi E-Commerce: Exploring Determinants and Evidence

This study aimed to explore the growing use of the internet as a commercial sales channel, emphasising the pivotal role of trust in online consumer relationships. This research focused on Saudi e-commerce platforms (e.g. Amazon.sa, Noon, Namshi, and Shein), due to their remarkable growth over previous years, by investigating the effect of consumer trust on online purchase intentions. The study surveyed 449 Saudi online shoppers, using a structural equation model to analyse the factors that determine online trust (perceived information quality, company competency, security, and online consumer reviews) and their influence on consumer online trust and perceived risk. The results revealed significant relationships between consumer online trust and perceived information quality, company competency, and security, challenging expectations regarding the link between online consumer reviews and consumer online trust. Surprisingly, online consumer reviews primarily influenced perceived risk rather than consumer online trust, impacting purchase intention to a limited extent. The research underscores the substantial influence of consumer online trust on perceived risk and purchase intention, offering micro perspectives on online consumer behaviour. By identifying key influences, including information quality and security, this study provides theoretical and managerial insights for e-commerce platforms, guiding the development of responsible online channels. KEYWORDS company competency, consumer reviews, e-commerce antecedents, information quality, perceived security, Saudi consumers

Pengaruh Social Media Marketing Tiktok dan Online Consumer Review terhadap Keputusan Pembelian Produk Skintific

Technology is becoming an increasingly important part of everyone's life because of its rapid development. Indonesians are currently feeling the benefits of technological advancements, including digitizing entertainment media and creating content (TikTok) which is increasingly popular. In addition, Tiktok offers a Tiktok for business feature called Tiktok Shop. This feature can help businesses expand their market by encouraging creativity in a study conducted to evaluate the potential influence of TikTok's social media marketing and online consumer reviews on purchasing decisions for Skintific-branded products. The focus of this study is quantitative, using descriptive and associative causal research methods. Data was collected through a Google Form questionnaire sent to 96 women between the ages of 15 and 35, all of whom were users of Skintific products and the TikTok app. The sampling method used is non-probabilistic, more specifically intentional sampling. Data analysis was carried out using multiple linear regression, using SPSS version 25 to process the collected data. The results showed that TikTok social media marketing variables and online consumer reviews had a positive and significant influence on the purchase decision of Skintific products, both partially and simultaneously. According to the conclusion drawn from the coefficient of determination, it was established that 52.1% of purchasing decisions for Skintific products are due to the influence of TikTok's social media marketing and online consumer reviews. The remaining 47.9% indicated that other variables not examined in the study also had an impact on purchasing decisions

ANALISA ONLINE CUSTOMER RATING DAN HARGA SEBAGAI PREDIKTOR DALAM KEPUTUSAN PEMBELIAN ONLINE PADA MARKETPLACE GOJEK

The desire for internet technology stems from the necessities of human life and lifestyle, which also causes individuals to gain advantages in the form of comfort, efficiency, and convenience when it comes to meeting their wants for food and drink. With a research location in Ungaran City, this study focuses on one of the internet application platforms for GoFood's food and beverage shuttle services from Gojek. The sort of research being used is associative causal research, which employs quantitative approaches. In this study, 97 samples were utilized as respondents, and the number of samples was determined using the Cochran method because many populations' compositions are not known with confidence. The conclusions of this investigation can be summed up as follows: 1) Online customer reviews have an impact on the factors influencing purchasing decisions, according to an analysis of the relationship between online consumer reviews and those decisions.;2) An analysis of the relationship between price and purchasing decisions revealed that the variable purchase decision is unaffected by price; 3) Testing online customer ratings and prices simultaneously revealed that both of these factors together have an impact on consumers' decisions to buy.

Consumer-brand heuristics in luxury hotel reviews

PurposeThis paper aims to evaluate and structure the basic heuristics consumers use in evaluating word-of-mouth (WOM) about luxury hotel brands while analyzing the impact of deception in online consumer reviews.Design/methodology/approachThe research used a two-study mixed-methods approach, using interpersonal deception theory and social proof theory as lenses to conduct our analysis. For the first study, a qualitative conceptual mapping analysis was conducted, examining online consumer reviews to identify key concepts and their relationships in the context of luxury hotel brands. In the second study, the themes were further examined using a fuzzy-set qualitative comparative analysis to analyze their causal complexity and association between variables to determine how they influence the perceived helpfulness of online reviews for luxury hotel brands.FindingsThe results underline the importance of functional, objective variables, such as the number of reviews and stars, as social proof heuristics and other factors, including clout, authenticity and analytic tone, as interpersonal communication heuristics. Therefore, consumers use a combination of social and interpersonal communication heuristics to extract information from reviews and manage deception risk.Research limitations/implicationsThe paper contributes to the consumer–brand relationship literature by assessing the heuristics consumers use in evaluating online reviews and provides additional information for research in online reputation management.Practical implicationsThis study’s results can help marketing practitioners and brand managers manage their online reputations better. It can also aid managers in improving their messaging on hotel websites to entice consumers to complete bookings. Heuristics play an essential role in such messaging and understanding them can help marketers appeal directly to their target market.Originality/valueThis study contributes to the literature on consumer–brand relationships by providing a framework of heuristics that consumers use when evaluating luxury service brands and contributes to WOM and online reputation research by highlighting factors that may make online reviews more helpful.

Identifying Always-the-Same-Rating Reviewers on Amazon.Com Using Big Data Analytics

This study identifies “always-the-same-rating” reviewers (ASRs), that is, reviewers who give the same star rating for all reviewed products and who write many reviews on Amazon. This study identifies ASRs in 29 product categories by analyzing 230 million individual reviews on Amazon. The findings of this study show that: 1) all product categories contain reviews written by ASRs; 2) the majority of ASRs (99.99%) give the same star rating for all reviewed products in all categories; and 3) the rating distribution of ASRs’ reviews is extremely skewed toward the five-star rating (98.02%). The digital music category, in particular, shows a high share and volume of ASRs among all categories, making it an ideal focal category for further empirical analysis of ASRs. This study empirically demonstrates that star rating, the helpfulness of reviews, the length of headline and review, prior reviews, and holidays are potential indicators of reviews written by ASRs. The finding shows that reviews from verified and nonverified ASRs respond differently to some potential indicators. This article is the first step toward identifying irregular reviewer groups and their abnormal rating patterns, which would help in the segmentation of online consumers and a better understanding of online consumer review behaviors.

Customer satisfaction in mountain hotels within UNESCO Global Geoparks: an empirical study based on sentiment analysis of online consumer reviews

The synergy between the accommodations and the untouched beauty of UNESCO’s Global Geoparks ensures an unforgettable encounter, blending comfort with adventure and relaxation with exploration. Although hotels have been previously investigated, the asymmetric results across mountain hotel customer satisfaction in UNESCO’s Global Geoparks are yet to be studied. This study aims to understand the online discourse and the reasons that satisfy a mountain hotel customer in UNESCO Global Geoparks. 5.590 online reviews were collected from 20 four and five-star mountain hotels in the Estrela UNESCO Global Geopark. Data were analysed through sentiment analysis (SA), and statistical analysis was used to acknowledge which variables influence satisfaction. We undertook a qualitative approach to understand the reasons for the identified sentiment. Results suggest that the seasonality, nationality, and travel experience influence satisfaction, and pool/spa is identified as critical for mountain hotel customers’ satisfaction. The new knowledge expands the understanding of the mountain hotel experience and the customers’ satisfaction with this specific type of hotel.

Exploring Customer Review of Local Agriculture Product Acceptance in Malaysia: A Concept Paper on Sentiment Mining

Online consumer reviews in e-commerce are one technique to gather consumer opinion and sentiment about a company's products and services. However, manual analysis is impractical due to natural language text's enormous volume and complexity. Text mining and sentiment analysis methods based on machine learning provide an opportunity to analyze data for marketing objectives by increasing sales, positive electronic word-of-mouth (e-WOM), and meeting consumer demands and wants through the enhancement of market offerings. Despite the numerous benefits of analyzing e-commerce reviews to assist a company's marketing strategy, very little research has focused on sentiment and acceptance for Malaysia’s local agriculture products due to mixed language (English-Malay language) processing challenges. This concept paper highlights the use of text mining techniques to extract valuable insights from e-commerce comments related to Malaysian local agriculture products. By leveraging text mining, the study aims to better understand consumer sentiments, preferences, and feedback regarding local products, thereby facilitating improved market analysis and decision-making processes.

Implication of Online Consumer Reviews on Hotel Bookings in the Kingdom of Saudi Arabia

Travellers are increasingly shifting to booking hotels online to save time, minimize costs and enjoy the convenience it brings. In this study, the implications of online consumer reviews were examined to understand how it affects hotel bookings in Saudi Arabia. The study’s constructs were trust, valence, volume, realism and hotel booking intentions. Structural equation modelling and descriptive statistics were used to analyze the results from 400 respondents. It was found that the Saudi Arabian's intentions to trust on online hotel reviews are influenced significantly by the valence and realism of the reviews. The hotel booking intentions are significantly influenced by trust, valence, and realism of the reviews. The volume of reviews did not have a statistically significant influence on trust on the online reviews or the hotel booking intentions. Therefore, the study concludes that the valence, realism, and trust on online reviews are significant in shaping hotel reservation intentions.

A Comparative Analysis of Text Mining Methodologies for Online Consumer Reviews

Extracting meaningful insights from the sheer volume of Online Consumer Reviews (OCRs) has been challenging. We aim to explore the most effective methodologies for text mining of OCRs, covering topic extraction, topic classification, and sentiment analysis. Through a comprehensive review of recent research on text mining applied to OCRs, we found that LDA2Vec can enhance the effectiveness of conventional LDA for topic extraction. Additionally, the combination of Convolutional Neural Networks (CNN) and GloVe demonstrates the best performance for topic classification, while CNN and SVM outperform other algorithms for sentiment analysis. Furthermore, the spaCy Natural Language Processing (NLP) proves to be a more effective choice for text pre-processing compared to Natural Language Toolkit (NLTK). Subsequently, we applied these refined models to a Yelp reviews dataset, assessed their performance against conventional models, and provided a comprehensive discussion of the results and limitations. The insights gained from this study can be valuable for developing effective models in OCR analysis.

The The Mediating Role Of Trust In The Influence Of Viral Marketing And Online Consumer Reviews On Purchasing Decisions Skintific Product In TikTok

Online shopping in Indonesia will continue to increase along with technological advances, Data collected by APJII and Suara.com shows that "more than 74% of Indonesians choose to shop online." This study aims to examine the mediating role of trust in the influence of viral marketing and online consumer reviews on purchasing decisions through trust. The data obtained by this study through a questionnaire from 100 respondents of Skintific users on TikTok. This research data is processed using SEM (Structural Equation Modeling) using the SmartPLS4 application. The results of this study are Viral Marketing has a significant impact on Trust, Online Consumer Reviews has a significant impact on Trust, Trust has a significant impact on Purchasing Decisions, Viral Marketing has a significant impact on purchasing decisions, Online Consumer Reviews has a significant impact on Purchasing Decisions, Viral Marketing has a significant impact on Purchasing Decisions through Trust, Online Consumer Reviews has a significant impact on Purchasing Decisions through Trust. The implication of this research for the Skintific company is that it is expected to always maintain a good message on Viral Marketing, create a good reputation in consumer perceptions starting from the products sold, the services provided, and other aspects that appear in TikTok media.

Effects of Online Consumer Reviews on a Dual-Channel Closed-Loop Supply Chain With Trade-In

To study the effects of online consumer reviews (OCRs) on a dual-channel closed-loop supply chain and the manufacturer's trade-in authorization strategy, we construct four Stackelberg game models with or without OCRs under two scenarios, i.e., whether the retailer is authorized to determine the retail channels trade-in rebate or not. Results show that under both scenarios, incorporating OCRs will increase the overall prices as well as the profits of the manufacturer and the total supply chain only when the OCRs are sufficiently positive, which is always harmful to the retailer. Authorization of the retailer to trade-in will increase the retailer's profit. When the quality belief reflected by OCRs is increasing, it becomes more harmful for the manufacturer to authorize the retailer to trade-in: when OCRs are not available, the manufacturer can benefit from authorizing the retailer to trade-in; when OCRs are available and lower than certain thresholds, authorization of the retailer to trade-in can benefit the manufacturer; and when OCRs are sufficiently positive, it is more profitable for the manufacturer not to authorize the retailer to trade-in. Furthermore, two extended models considering channel-heterogeneous and consumer-heterogeneous OCRs are investigated, and it is found that the main conclusions still hold. These research findings could facilitate managers' decisions on hosting a consumer review system and authorizing the retailer to trade-in.

Impacts of Online Reviews on Brick-and-Mortar Stores’ Omnichannel Retail Strategy

Adding an online channel by cooperating with an online intermediary not only allows a brick-and-mortar (B&M) retailer to reach a larger potential market, but it also allows the B&M retailer to collect online consumer reviews (OCRs) from the online intermediary. OCRs can provide additional information for consumers to mitigate their uncertainty about product valuation. In this article, we develop a game-theoretic model to investigate how OCRs affect the B&M retailer's channel strategy and business model choice. Consumers may be self-evaluating or reviews-referenced, depending on whether they use OCRs to update their product valuation. We show that negative OCRs will deter the B&M retailer from adding an online channel by cooperating with the intermediary. Counterintuitively, the B&M retailer can still benefit from cooperating with the intermediary if the information disclosed by OCRs is only slightly negative. We also show that the B&M retailer's optimal strategy varies with the commission rate, the increase in market size achieved by cooperating with the intermediary, the proportion of reviews-referenced (self-evaluating) consumers, and the information disclosed by OCRs. Interestingly, when the commission rate is not too high and the increase in market size achieved by cooperating with the intermediary is moderate, more review-referenced customers and more positive information disclosed by OCRs will shift the B&M retailer's optimal business model from the agency model to the reselling model, then back to the agency model. This article reveals the importance of OCRs, and provides physical stores with valuable knowledge of their online expansion strategies and business model choices under various sets of market conditions.

Influence of electronic word of mouth on consumers' intention to purchase airline e-tickets in the Mekong Delta

Online consumer reviews create an electronic word–of–mouth information (eWOM) system. They can lead to airline e-ticket purchasing intention. However, to examine whether consumers accept such information or what factors affect their adoption, this study investigates the influence of antecedents eWOM on eWOM adoption and airline e-ticket purchasing intention. This paper uses datasets from a quantitative survey of online consumers in the Mekong Delta region of Vietnam. The SPSS 23 tool was used to analyze the scale's reliability through Cronbach's Alpha coefficient, EFA exploratory factor analysis, and linear regression analysis. According to the study results, factors with a positive impact are ranked in decreasing order of strength: Information Quality and Credibility and Information Attitude Adoption positively influence eWOM adoption. Additionally, the results demonstrate a positive correlation between eWOM adoption and airline e-ticket purchase intention. The findings of this study provide important implications for online air ticket sellers in managing online consumer reviews and improving and developing marketing campaigns, specifically viral marketing, that increase airline e-ticket purchasing intention.

Eco-Innovation and Non-Eco-Innovation in Shaping Financial Performance: The Moderating Role of Online Consumer Reviews from Indonesian Cosmetic Industry

This study examines the relationship between eco-innovation, non-eco-innovation, online consumer reviews, and financial performance within the Indonesian context. Data from Indonesian companies were analyzed using quantitative methods. The findings show that both eco and non-eco-innovation positively influence financial performance. Online Consumer Reviews play a crucial moderating role, enhancing these relationships. These insights have practical significance for businesses, suggesting a balanced innovation approach and active online reputation management to maximize financial benefits. Digital reputation management and diversified innovation strategies are essential for enhancing financial performance in today’s business landscape.

Exploring Purchase Decision of Skincare Products: The Interplay of Halal Awareness, Country of Origin, and Online Cosumer Reviews with Religiosity as A Moderating Variable

This research aims to identify and analyze the effect of halal awareness, country of origin of, and online consumer reviews on purchase decisions for local brand skin care products with religiosity as a moderating variable. The population in this research is Muslim millennial generation consumers in the city of Palu who use local brands of skin care products. The sample size is determined using the Lemeshow formula, the reason researchers use this formula is because the population size is unknown because the number is too large and can change at any time. Based on the Lemeshow formula calculation above, the sample size was 96 people, but to avoid outliers, the sample was rounded up to 100 people. This research analysis using the SmartPLS 3 analysis tool. The results show that halal awareness, country of origin of the product, and online consumer reviews influence purchase decisions. Religiosity is able to moderate Halal Awareness and Country of Origin on purchase decisions, but is not able to moderate Online Consumer Reviews

Literature Review Purchasing Decisions: Price Analysis, Online Consumer Reviews and Consumer Trust

The Influence of Price, Online Consumer Reviews and Consumer Trust on Purchasing Decisions is a scientific article reviewing literature within the scope of Marketing Management science. This article aims to build a hypothesis regarding the relationship between the influence of variables which will be used as a reference in further research. Research objects in online libraries, Google Scholar, Mendeley and other academic online tools. The research method is literature review sourced from open access e-books and e-journals. The analysis of this article is qualitative descriptive . The results of this article are: 1) Price influences purchasing decisions; 2) Online Consumer Reviews influence Purchasing Decisions; and 3) Consumer trust influences purchasing decisions.