IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v89y2018icp336-344.html
   My bibliography  Save this article

The role of emotions and conflicting online reviews on consumers' purchase intentions

Author

Listed:
  • Ruiz-Mafe, Carla
  • Chatzipanagiotou, Kalliopi
  • Curras-Perez, Rafael

Abstract

Drawing on dual-process theories, this paper explains how the systematic and heuristic information processing of online reviews with conflicting information can influence consumers' purchase decision making. The study adopts major assumptions of complexity and configuration theory in employing fuzzy-set qualitative comparative analysis on 680 TripAdvisor users to test the complex interrelationships between emotions and the systematic and heuristic cues used in processing reviews. The results show that the systematic and heuristic processing of online reviews can produce independent impacts on consumer decision making. Both processing routes can interact with each other to affect the domination of one route over the other. In the case of a positive–negative sequence, consumers mainly follow a heuristic processing route. In the reverse sequence, consumers' concerns about the credibility of the reviews leads them to think more deeply (systematic processing) and actively evaluate both the argumentation quality and the helpfulness of the online reviews.

Suggested Citation

  • Ruiz-Mafe, Carla & Chatzipanagiotou, Kalliopi & Curras-Perez, Rafael, 2018. "The role of emotions and conflicting online reviews on consumers' purchase intentions," Journal of Business Research, Elsevier, vol. 89(C), pages 336-344.
    • Handle: RePEc:eee:jbrese:v:89:y:2018:i:c:p:336-344
    DOI: 10.1016/j.jbusres.2018.01.027
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296318300274
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2018.01.027?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.

    References listed on IDEAS

    as
    1. Svend-Erik Skaaning, 2011. "Assessing the Robustness of Crisp-set and Fuzzy-set QCA Results," Sociological Methods & Research, , vol. 40(2), pages 391-408, May.
    2. Stephanie Watts Sussman & Wendy Schneier Siegal, 2003. "Informational Influence in Organizations: An Integrated Approach to Knowledge Adoption," Information Systems Research, INFORMS, vol. 14(1), pages 47-65, March.
    3. Banerjee, Snehasish & Chua, Alton Y.K., 2016. "In search of patterns among travellers' hotel ratings in TripAdvisor," Tourism Management, Elsevier, vol. 53(C), pages 125-131.
    4. Chatzipanagiotou, Kalliopi & Veloutsou, Cleopatra & Christodoulides, George, 2016. "Decoding the complexity of the consumer-based brand equity process," Journal of Business Research, Elsevier, vol. 69(11), pages 5479-5486.
    5. Woodside, Arch G., 2014. "Embrace•perform•model: Complexity theory, contrarian case analysis, and multiple realities," Journal of Business Research, Elsevier, vol. 67(12), pages 2495-2503.
    6. Fang, Bin & Ye, Qiang & Kucukusta, Deniz & Law, Rob, 2016. "Analysis of the perceived value of online tourism reviews: Influence of readability and reviewer characteristics," Tourism Management, Elsevier, vol. 52(C), pages 498-506.
    7. Pappas, Ilias O. & Kourouthanassis, Panos E. & Giannakos, Michail N. & Chrissikopoulos, Vassilios, 2016. "Explaining online shopping behavior with fsQCA: The role of cognitive and affective perceptions," Journal of Business Research, Elsevier, vol. 69(2), pages 794-803.
    8. C. Nadine Wathen & Jacquelyn Burkell, 2002. "Believe it or not: Factors influencing credibility on the Web," Journal of the American Society for Information Science and Technology, Association for Information Science & Technology, vol. 53(2), pages 134-144.
    9. Chebat, Jean-Charles & Michon, Richard, 2003. "Impact of ambient odors on mall shoppers' emotions, cognition, and spending: A test of competitive causal theories," Journal of Business Research, Elsevier, vol. 56(7), pages 529-539, July.
    10. Sparks, Beverley A. & Browning, Victoria, 2011. "The impact of online reviews on hotel booking intentions and perception of trust," Tourism Management, Elsevier, vol. 32(6), pages 1310-1323.
    11. Gounaris, Spiros & Chatzipanagiotou, Kalliopi & Boukis, Achilleas & Perks, Helen, 2016. "Unfolding the recipes for conflict resolution during the new service development effort," Journal of Business Research, Elsevier, vol. 69(10), pages 4042-4055.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Chatzipanagiotou, Kalliopi & Christodoulides, George & Veloutsou, Cleopatra, 2019. "Managing the consumer-based brand equity process: A cross-cultural perspective," International Business Review, Elsevier, vol. 28(2), pages 328-343.
    2. Bigne, Enrique & Chatzipanagiotou, Kalliopi & Ruiz, Carla, 2020. "Pictorial content, sequence of conflicting online reviews and consumer decision-making: The stimulus-organism-response model revisited," Journal of Business Research, Elsevier, vol. 115(C), pages 403-416.
    3. Sunyoung Hlee & Hanna Lee & Chulmo Koo, 2018. "Hospitality and Tourism Online Review Research: A Systematic Analysis and Heuristic-Systematic Model," Sustainability, MDPI, vol. 10(4), pages 1-27, April.
    4. Hee-Min Lee & Jee-Won Kang & Young Namkung, 2021. "Instagram Users’ Information Acceptance Process for Food-Content," Sustainability, MDPI, vol. 13(5), pages 1-15, March.
    5. Torres, Pedro & Augusto, Mário & Godinho, Pedro, 2017. "Predicting high consumer-brand identification and high repurchase: Necessary and sufficient conditions," Journal of Business Research, Elsevier, vol. 79(C), pages 52-65.
    6. Wu, Laurie & Shen, Han & Fan, Alei & Mattila, Anna S., 2017. "The impact of language style on consumers′ reactions to online reviews," Tourism Management, Elsevier, vol. 59(C), pages 590-596.
    7. Book, Laura A. & Tanford, Sarah & Chang, Wen, 2018. "Customer reviews are not always informative: The impact of effortful versus heuristic processing," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 272-280.
    8. Sparks, Beverley A. & Perkins, Helen E. & Buckley, Ralf, 2013. "Online travel reviews as persuasive communication: The effects of content type, source, and certification logos on consumer behavior," Tourism Management, Elsevier, vol. 39(C), pages 1-9.
    9. Adrian Micu & Alexandru Capatina & Angela-Eliza Micu & Robert Rusu & Constantin Avram, 2019. "Configurations of Causal Conditions Leading to Geotagged Image and Social Context Recognition in the Case of AI Media Platform," Risk in Contemporary Economy, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, pages 479-486.
    10. Mehran, Javaneh & Olya, Hossein GT., 2020. "Canal boat tourism: Application of complexity theory," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    11. Wang, Hui-Chih & Doong, Her-Sen, 2010. "Argument form and spokesperson type: The recommendation strategy of virtual salespersons," International Journal of Information Management, Elsevier, vol. 30(6), pages 493-501.
    12. José Alberto Martínez-González & Eduardo Parra-López & Almudena Barrientos-Báez, 2021. "Young Consumers’ Intention to Participate in the Sharing Economy: An Integrated Model," Sustainability, MDPI, vol. 13(1), pages 1-21, January.
    13. 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.
    14. López-Cabarcos, M. Ángeles & Piñeiro-Chousa, Juan & Quiñoá-Piñeiro, Lara & López-Pérez, M. Luisa, 2024. "Water and waste management strategies as drivers of the financial performance of food companies," Technological Forecasting and Social Change, Elsevier, vol. 200(C).
    15. Olya, Hossein G.T. & Altinay, Levent, 2016. "Asymmetric modeling of intention to purchase tourism weather insurance and loyalty," Journal of Business Research, Elsevier, vol. 69(8), pages 2791-2800.
    16. Tan, Huimin & Lv, Xingyang & Liu, Xiaoyan & Gursoy, Dogan, 2018. "Evaluation nudge: Effect of evaluation mode of online customer reviews on consumers’ preferences," Tourism Management, Elsevier, vol. 65(C), pages 29-40.
    17. Ahani, Ali & Nilashi, Mehrbakhsh & Yadegaridehkordi, Elaheh & Sanzogni, Louis & Tarik, A. Rashid & Knox, Kathy & Samad, Sarminah & Ibrahim, Othman, 2019. "Revealing customers’ satisfaction and preferences through online review analysis: The case of Canary Islands hotels," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 331-343.
    18. Meek, Stephanie & Wilk, Violetta & Lambert, Claire, 2021. "A big data exploration of the informational and normative influences on the helpfulness of online restaurant reviews," Journal of Business Research, Elsevier, vol. 125(C), pages 354-367.
    19. Jehad Imlawi, 2017. "E-WOM Adoption and Sharing Behavior in Social Network Sites: The Impact of Engagement in SNSs," International Business Research, Canadian Center of Science and Education, vol. 10(6), pages 87-97, June.
    20. Liu, Zhiwei & Park, Sangwon, 2015. "What makes a useful online review? Implication for travel product websites," Tourism Management, Elsevier, vol. 47(C), pages 140-151.

    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:89:y:2018:i:c:p:336-344. 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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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.