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Exaggeration in fake vs. authentic online reviews for luxury and budget hotels

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  • Banerjee, Snehasish

Abstract

Fake online reviews are commonly assumed to be more exaggerated than authentic ones. The assumption has however not been empirically confirmed in different contexts. Therefore, this paper investigates (1) the actual dose of exaggeration, and (2) individuals’ perception of exaggeration in authentic and fake reviews as a function of hotel category (luxury vs. budget) as well as review polarity (positive vs. negative). Two studies were conducted. Study 1 examined actual exaggeration through a text analysis of authentic and fake reviews. Fake reviews did not always emerge as being more exaggerated than authentic ones. Study 2 examined individuals’ perception through a 2 (hotel category: luxury, budget) x 2 (review polarity: positive, negative) online experiment. It showed that the extent to which perceived exaggeration could explain perceived authenticity of reviews was dependent on the category of hotels and the polarity of reviews at stake.

Suggested Citation

  • Banerjee, Snehasish, 2022. "Exaggeration in fake vs. authentic online reviews for luxury and budget hotels," International Journal of Information Management, Elsevier, vol. 62(C).
    • Handle: RePEc:eee:ininma:v:62:y:2022:i:c:s0268401221001092
    DOI: 10.1016/j.ijinfomgt.2021.102416
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    Cited by:

    1. Wen Zhang & Qiang Wang & Jian Li & Zhenzhong Ma & Gokul Bhandari & Rui Peng, 2023. "What makes deceptive online reviews? A linguistic analysis perspective," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-14, December.
    2. Román, Sergio & Riquelme, Isabel P. & Iacobucci, Dawn, 2024. "Antecedents and consequences of perceived helpfulness of extremely positive and exaggerated reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 80(C).
    3. Harrison-Walker, L. Jean & Jiang, Ying, 2023. "Suspicion of online product reviews as fake: Cues and consequences," Journal of Business Research, Elsevier, vol. 160(C).
    4. Sung Youl Jun & Tae Wook Ju & Hye Kyung Park & Jacob C. Lee & Tae Min Kim, 2023. "Information distortion in word-of-mouth retransmission: the effects of retransmitter intention and source expertise," Asian Business & Management, Palgrave Macmillan, vol. 22(5), pages 1848-1876, November.
    5. Costa Filho, Murilo & Nogueira Rafael, Diego & Salmonson Guimarães Barros, Lucia & Mesquita, Eduardo, 2023. "Mind the fake reviews! Protecting consumers from deception through persuasion knowledge acquisition," Journal of Business Research, Elsevier, vol. 156(C).
    6. Zaman, Mustafeed & Vo-Thanh, Tan & Nguyen, Chi T.K. & Hasan, Rajibul & Akter, Shahriar & Mariani, Marcello & Hikkerova, Lubica, 2023. "Motives for posting fake reviews: Evidence from a cross-cultural comparison," Journal of Business Research, Elsevier, vol. 154(C).

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