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Journal Articles International Journal of Hospitality Management Year : 2018

What moderates the influence of extremely negative ratings? The role of review and reviewer characteristics

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Raffaele Filieri
Claudio Vitari

Abstract

Online customer reviews (OCRs) are increasingly used by travelers to inform their purchase decisions. However, the vast amount of reviews available nowadays may increase travellers' effort in information processing. In order to facilitate traveller's decisions, social commerce organizations must help travellers rapidly identify the most helpful reviews to reduce their cognitive effort. Academic literature has often documented that negative reviews are judged as helpful by consumers. However, extremely negative reviews are not always perceived as such. This study is the first that unveils what factors moderate the influence of extremely negative reviews on review helpfulness. The study has adopted a sample of 7,455 online customer reviews of hotels to test hypotheses. Findings show that reviews with extremely negative ratings are more likely to be helpful when the review is long and easy to read and when the reviewer is an expert or discloses his identity (geographical origin).
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Dates and versions

halshs-01923196 , version 1 (17-11-2018)

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Raffaele Filieri, Elisabetta Raguseo, Claudio Vitari. What moderates the influence of extremely negative ratings? The role of review and reviewer characteristics. International Journal of Hospitality Management, 2018, ⟨10.1016/j.ijhm.2018.07.013⟩. ⟨halshs-01923196⟩

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