IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v126y2021icp1-11.html
   My bibliography  Save this article

Uncovering the effects of textual features on trustworthiness of online consumer reviews: A computational-experimental approach

Author

Listed:
  • Huang, Guanxiong
  • Liang, Hai

Abstract

Online consumer reviews are word-of-mouth exchanges on the Internet that can be harnessed for decision support. Combining computational and experimental methods, the current two-part research uncovered the effects of textual features on trustworthiness of consumer reviews on TripAdvisor. Taking a bottom-up approach, Study 1 employed text mining and human rating methods to explore the salient review topics that impact review trustworthiness. Study 2 took a top-down approach by examining the textual features that drive the effects of review topics identified in Study 1 and testing them across two product categories—hotel and restaurant—in an online experiment. The findings indicate that review trustworthiness has a moderating effect on review adoption in that highly trustworthy reviews are more likely to be adopted by consumers to aid in their judgement formation. This research also explicated the role of three textual features—namely, attribute salience, review valence, and content concreteness—in review trustworthiness.

Suggested Citation

  • Huang, Guanxiong & Liang, Hai, 2021. "Uncovering the effects of textual features on trustworthiness of online consumer reviews: A computational-experimental approach," Journal of Business Research, Elsevier, vol. 126(C), pages 1-11.
    • Handle: RePEc:eee:jbrese:v:126:y:2021:i:c:p:1-11
    DOI: 10.1016/j.jbusres.2020.12.052
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S014829632030881X
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2020.12.052?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    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. Le, Loc Tuan & Ly, Pham Thi Minh & Nguyen, Nhan Thanh & Tran, Lobel Trong Thuy, 2022. "Online reviews as a pacifying decision-making assistant," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    3. Moradi, Masoud & Dass, Mayukh & Kumar, Piyush, 2023. "Differential effects of analytical versus emotional rhetorical style on review helpfulness," Journal of Business Research, Elsevier, vol. 154(C).
    4. Feiyan Zhou & Shuyue Huang & Maria Matthews, 2024. "Understanding Solo Female Travellers in Canada: A Two-Factor Analysis of Hotel Satisfaction and Dissatisfaction Using TripAdvisor Reviews," Tourism and Hospitality, MDPI, vol. 5(1), pages 1-20, March.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:126:y:2021:i:c:p:1-11. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.