Projects per year
Abstract
Purpose – While the literature has established the effect of online reviews on customer purchase intentions, the influence of psychological factors on online ratings is overlooked. This paper examines these factors under the perspective of Construal Level Theory (CLT).
Design/methodology/approach – Using review data from TripAdvisor and Booking.com, we study three dimensions of psychological distances (Temporal, Spatial, and Social) and their direct and interaction effects on review valence, using regression analysis. We examine the effect of these distances on the information content of online reviews employing a novel bag-of-words model to assess its concreteness.
Findings – Temporal and spatial distance have positive direct effects on review valence. Social distance, on the other hand, has a negative direct effect. However, its interaction with the other two distances has a positive effect, suggesting that consumers tend to “zoom-out” to less concrete things in their ratings.
Practical implications – The findings provide implications for the interpretation of review ratings by the service providers and their information content.
Originality/value – Our study extends the CLT and eWOM literature by jointly exploring the effect of all three psychological distances that are applicable in post-purchase evaluations. Methodologically, it provides a novel application of the bag-of-words model in evaluating the concreteness of online reviews.
Design/methodology/approach – Using review data from TripAdvisor and Booking.com, we study three dimensions of psychological distances (Temporal, Spatial, and Social) and their direct and interaction effects on review valence, using regression analysis. We examine the effect of these distances on the information content of online reviews employing a novel bag-of-words model to assess its concreteness.
Findings – Temporal and spatial distance have positive direct effects on review valence. Social distance, on the other hand, has a negative direct effect. However, its interaction with the other two distances has a positive effect, suggesting that consumers tend to “zoom-out” to less concrete things in their ratings.
Practical implications – The findings provide implications for the interpretation of review ratings by the service providers and their information content.
Originality/value – Our study extends the CLT and eWOM literature by jointly exploring the effect of all three psychological distances that are applicable in post-purchase evaluations. Methodologically, it provides a novel application of the bag-of-words model in evaluating the concreteness of online reviews.
| Original language | English |
|---|---|
| Pages (from-to) | 3083-3099 |
| Number of pages | 17 |
| Journal | International Journal of Contemporary Hospitality Management |
| Volume | 30 |
| Issue number | 10 |
| DOIs | |
| Publication status | Published - 8 Oct 2018 |
Profiles
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Nikolaos Korfiatis
- Norwich Business School - Associate Professor in Business Analytics
- Centre for Competition Policy - Member
- Innovation, Technology and Operations Management - Member
Person: Research Group Member, Research Centre Member, Academic, Teaching & Research
Projects
- 1 Finished
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LOKA - High Street and Merchant Loyalty Service
Lettice, F., Tricker, G., Korfiatis, N. & Stamolampros, P.
1/08/15 → 31/07/17
Project: Research