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How consumer reviews persuade through narratives

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  • Hamby, Anne
  • Daniloski, Kim
  • Brinberg, David

Abstract

Consumers often read online consumer reviews before making a purchase decision. The format of these reviews (i.e., more information-based vs. more story-based) varies. The current research examines how story-based online consumer reviews influence attitudes toward the reviewed product through a framework of narrative persuasion. The current work features an additional proposed process beyond what is captured by current conceptualizations of narrative engagement. Two studies demonstrate that reviews with a more story-like format lead to higher levels of transportation into the review, which lead to higher levels of reflection on the message, and ultimately influence behavioral intent. The present work also examines how product type and review valence influence transportation and reflection in distinct ways, providing additional evidence for the role of both mechanisms as distinct processes in narrative persuasion.

Suggested Citation

  • Hamby, Anne & Daniloski, Kim & Brinberg, David, 2015. "How consumer reviews persuade through narratives," Journal of Business Research, Elsevier, vol. 68(6), pages 1242-1250.
    • Handle: RePEc:eee:jbrese:v:68:y:2015:i:6:p:1242-1250
    DOI: 10.1016/j.jbusres.2014.11.004
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    References listed on IDEAS

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    Cited by:

    1. Antioco, Michael & Coussement, Kristof, 2018. "Misreading of consumer dissatisfaction in online product reviews: Writing style as a cause for bias," International Journal of Information Management, Elsevier, vol. 38(1), pages 301-310.
    2. Lee, Michael T. & Raschke, Robyn L. & Krishen, Anjala S., 2022. "Signaling green! firm ESG signals in an interconnected environment that promote brand valuation," Journal of Business Research, Elsevier, vol. 138(C), pages 1-11.
    3. Eigenraam, Anniek W. & Eelen, Jiska & van Lin, Arjen & Verlegh, Peeter W.J., 2018. "A Consumer-based Taxonomy of Digital Customer Engagement Practices," Journal of Interactive Marketing, Elsevier, vol. 44(C), pages 102-121.
    4. Thanh-Thao Nguyen & Bianca Grohmann, 0. "The influence of passion/determination and external disadvantage on consumer responses to brand biographies," Journal of Brand Management, Palgrave Macmillan, vol. 0, pages 1-14.
    5. Ioana S. Stoica & Mihalis Kavaratzis & Christina Schwabenland & Markus Haag, 2021. "Place Brand Co-Creation through Storytelling: Benefits, Risks and Preconditions," Tourism and Hospitality, MDPI, vol. 3(1), pages 1-16, December.
    6. Cao, Xinyue & Qu, Zhirui & Liu, Yan & Hu, JiaJing, 2021. "How the destination short video affects the customers' attitude: The role of narrative transportation," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    7. Vahid Rahmani, 2023. "Persuasion knowledge framework: Toward a comprehensive model of consumers’ persuasion knowledge," AMS Review, Springer;Academy of Marketing Science, vol. 13(1), pages 12-33, June.
    8. Jian Xu & Zhe Li & Xuequn Wang & Chunyu Xia, 2022. "Narrative information on secondhand products in e-commerce," Marketing Letters, Springer, vol. 33(4), pages 625-644, December.
    9. Ali Tezer & H. Onur Bodur & Bianca Grohmann, 2020. "Communicating brand biographies effectively: the role of communication source," Journal of the Academy of Marketing Science, Springer, vol. 48(4), pages 712-733, July.
    10. Elvira Ismagilova & Emma L. Slade & Nripendra P. Rana & Yogesh K. Dwivedi, 0. "The Effect of Electronic Word of Mouth Communications on Intention to Buy: A Meta-Analysis," Information Systems Frontiers, Springer, vol. 0, pages 1-24.
    11. Lee, Michael T. & Theokary, Carol, 2021. "The superstar social media influencer: Exploiting linguistic style and emotional contagion over content?," Journal of Business Research, Elsevier, vol. 132(C), pages 860-871.
    12. Yang, Zhihao & Wang, Desheng & Li, Tingting & Han, Jie, 2023. "Customizing a consumers’ story for you: The impact of protagonist geographical distance on willingness to share," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    13. Grigsby, Jamie L. & Mellema, Hillary N., 2020. "Negative Consequences of Storytelling in Native Advertising," Journal of Interactive Marketing, Elsevier, vol. 52(C), pages 61-78.
    14. Thanh-Thao Nguyen & Bianca Grohmann, 2020. "The influence of passion/determination and external disadvantage on consumer responses to brand biographies," Journal of Brand Management, Palgrave Macmillan, vol. 27(4), pages 452-465, July.
    15. Wu, Ruhai & Qiu, Chun, 2023. "When Karma strikes back: A model of seller manipulation of consumer reviews in an online marketplace," Journal of Business Research, Elsevier, vol. 155(PB).
    16. Alzate, Miriam & Arce-Urriza, Marta & Cebollada, Javier, 2022. "Mining the text of online consumer reviews to analyze brand image and brand positioning," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    17. Elvira Ismagilova & Emma L. Slade & Nripendra P. Rana & Yogesh K. Dwivedi, 2020. "The Effect of Electronic Word of Mouth Communications on Intention to Buy: A Meta-Analysis," Information Systems Frontiers, Springer, vol. 22(5), pages 1203-1226, October.
    18. van Laer, Tom & Feiereisen, Stephanie & Visconti, Luca M., 2019. "Storytelling in the digital era: A meta-analysis of relevant moderators of the narrative transportation effect," Journal of Business Research, Elsevier, vol. 96(C), pages 135-146.
    19. Hernández-Ortega, Blanca, 2020. "When the performance comes into play: The influence of positive online consumer reviews on individuals' post-consumption responses," Journal of Business Research, Elsevier, vol. 113(C), pages 422-435.

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