IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v54y2020ics0969698919306666.html
   My bibliography  Save this article

Understanding the influence of submission devices on online consumer reviews:A comparison between smartphones and PCs

Author

Listed:
  • Zhu, Dong Hong
  • Deng, Zhong Zhun
  • Chang, Ya Ping

Abstract

Online consumer reviews (OCRs) are of immense value to businesses and consumers. With the rapid development of mobile Internet, smartphones have become an important device for consumers to publish OCRs. Information input is more difficult on smartphones than on PCs because of the screen size, the convenience of using keyboard and the interference of use situation. Based on cognitive cost theory, this study compares the differences of the statistical characteristics of OCRs (study 1) and the narrative content of OCRs (study 2) submitted via smartphones and PCs about material purchases in B2C websites. In study 1, an analysis of 24,933 OCRs across six products shows that OCRs submitted via smartphones have fewer words, more images, higher star rating, and shorter time interval than via PCs. In study 2, by coding and analyzing 1001 OCRs, the results show that OCRs submitted via smartphones are less likely to mention price, product functionality, product quality, product aesthetics, service quality, logistics quality, and attitudinal loyalty than via PCs, whereas no significant difference is observed in the dimensions of seller trustworthiness, cognitive attitude, emotional attitude, and recommendation expression. Implications for theory and practice are discussed.

Suggested Citation

  • Zhu, Dong Hong & Deng, Zhong Zhun & Chang, Ya Ping, 2020. "Understanding the influence of submission devices on online consumer reviews:A comparison between smartphones and PCs," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    • Handle: RePEc:eee:joreco:v:54:y:2020:i:c:s0969698919306666
    DOI: 10.1016/j.jretconser.2019.102028
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698919306666
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2019.102028?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. Anindya Ghose & Avi Goldfarb & Sang Pil Han, 2013. "How Is the Mobile Internet Different? Search Costs and Local Activities," Information Systems Research, INFORMS, vol. 24(3), pages 613-631, September.
    2. 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.
    3. Wang, Rebecca Jen-Hui & Malthouse, Edward C. & Krishnamurthi, Lakshman, 2015. "On the Go: How Mobile Shopping Affects Customer Purchase Behavior," Journal of Retailing, Elsevier, vol. 91(2), pages 217-234.
    4. Sarah G. Moore, 2012. "Some Things Are Better Left Unsaid: How Word of Mouth Influences the Storyteller," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 38(6), pages 1140-1154.
    5. Sam Ransbotham & Nicholas H. Lurie & Hongju Liu, 2019. "Creation and Consumption of Mobile Word of Mouth: How Are Mobile Reviews Different?," Marketing Science, INFORMS, vol. 38(5), pages 773-792, September.
    6. Obal, Michael & Kunz, Werner, 2016. "Cross-cultural differences in uses of online experts," Journal of Business Research, Elsevier, vol. 69(3), pages 1148-1156.
    7. Xiangbin Yan & Jing Wang & Michael Chau, 2015. "Customer revisit intention to restaurants: Evidence from online reviews," Information Systems Frontiers, Springer, vol. 17(3), pages 645-657, June.
    8. Dong-Hong Zhu & Ya-Ping Chang, 2013. "Negative Publicity Effect of the Business Founder’s Unethical Behavior on Corporate Image: Evidence from China," Journal of Business Ethics, Springer, vol. 117(1), pages 111-121, September.
    9. Garbarino, Ellen C & Edell, Julie A, 1997. "Cognitive Effort, Affect, and Choice," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 24(2), pages 147-158, September.
    Full references (including those not matched with items on IDEAS)

    Citations

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


    Cited by:

    1. Shan, Wei & Wang, Jiaxuan & Shi, Xiaoxiao & David Evans, Richard, 2024. "The impact of electronic word-of-mouth on patients’ choices in online health communities: A cross-media perspective," Journal of Business Research, Elsevier, vol. 173(C).
    2. Kim, Jong Min & Lee, Eunkyung & Mariani, Marcello M., 2021. "The influence of launching mobile channels on online customer reviews," Journal of Business Research, Elsevier, vol. 137(C), pages 366-378.
    3. Mariani, Marcello M. & Borghi, Matteo & Laker, Benjamin, 2023. "Do submission devices influence online review ratings differently across different types of platforms? A big data analysis," Technological Forecasting and Social Change, Elsevier, vol. 189(C).
    4. Yongchao Ma & Ying Teng & Zhongzhun Deng & Li Liu & Yi Zhang, 2023. "Does writing style affect gender differences in the research performance of articles?: An empirical study of BERT-based textual sentiment analysis," Scientometrics, Springer;Akadémiai Kiadó, vol. 128(4), pages 2105-2143, April.

    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. Lior Fink & Daniele Papismedov, 2023. "On the Same Page? What Users Benefit from a Desktop View on Mobile Devices," Information Systems Research, INFORMS, vol. 34(2), pages 423-441, June.
    2. Siliang Tong & Xueming Luo & Bo Xu, 2020. "Personalized mobile marketing strategies," Journal of the Academy of Marketing Science, Springer, vol. 48(1), pages 64-78, January.
    3. Sohn, Stefanie, 2017. "A contextual perspective on consumers' perceived usefulness: The case of mobile online shopping," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 22-33.
    4. Johannes D. Hattula & Walter Herzog & Ravi Dhar, 2023. "The impact of touchscreen devices on consumers’ choice confidence and purchase likelihood," Marketing Letters, Springer, vol. 34(1), pages 35-53, March.
    5. 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).
    6. McLean, Graeme & Osei-Frimpong, Kofi & Al-Nabhani, Khalid & Marriott, Hannah, 2020. "Examining consumer attitudes towards retailers' m-commerce mobile applications – An initial adoption vs. continuous use perspective," Journal of Business Research, Elsevier, vol. 106(C), pages 139-157.
    7. Punj, Girish, 2022. "The effect of shopping goals and in-store mobile device use on purchase outcomes in brick-and-mortar stores," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    8. Yang, Seungmi & Kwon, Youngsun, 2021. "Estimating the effects of Covid-19 and 5G in the submarkets of internet and mobile shopping," 23rd ITS Biennial Conference, Online Conference / Gothenburg 2021. Digital societies and industrial transformations: Policies, markets, and technologies in a post-Covid world 238061, International Telecommunications Society (ITS).
    9. Yoonseock Son & Wonseok Oh & Sang Pil Han & Sungho Park, 2020. "When Loyalty Goes Mobile: Effects of Mobile Loyalty Apps on Purchase, Redemption, and Competition," Information Systems Research, INFORMS, vol. 31(3), pages 835-847, September.
    10. Fink, Lior & Rosenfeld, Liron & Ravid, Gilad, 2018. "Longer online reviews are not necessarily better," International Journal of Information Management, Elsevier, vol. 39(C), pages 30-37.
    11. Sohn, Stefanie & Groß, Michael, 2020. "Understanding the inhibitors to consumer mobile purchasing intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    12. Shan, Wei & Wang, Jiaxuan & Shi, Xiaoxiao & David Evans, Richard, 2024. "The impact of electronic word-of-mouth on patients’ choices in online health communities: A cross-media perspective," Journal of Business Research, Elsevier, vol. 173(C).
    13. Sungwoo Choi & Anna S. Mattila, 2018. "The Effect of Experience Congruity on Repurchase Intention: The Moderating Role of Public Commitment," Service Science, INFORMS, vol. 10(2), pages 124-138, June.
    14. Luis Aguiar Wicht, 2019. "Going Mobile: The Effects of Smartphone Usage on Internet Consumption," JRC Working Papers on Digital Economy 2019-07, Joint Research Centre.
    15. Dongwon Lee & Anandasivam Gopal & Sung-Hyuk Park, 2020. "Different but Equal? A Field Experiment on the Impact of Recommendation Systems on Mobile and Personal Computer Channels in Retail," Information Systems Research, INFORMS, vol. 31(3), pages 892-912, September.
    16. Sulin Ba & Shu He & Shun‐Yang Lee, 2022. "Mobile App Adoption and Its Differential Impact on Consumer Shopping Behavior," Production and Operations Management, Production and Operations Management Society, vol. 31(2), pages 764-780, February.
    17. Yang, Seungmi & Kwon, Youngsun, 2022. "Effects of mobile networks and Covid-19 on mobile shopping sales in South Korea," Telecommunications Policy, Elsevier, vol. 46(9).
    18. Zibarzani, Masoumeh & Abumalloh, Rabab Ali & Nilashi, Mehrbakhsh & Samad, Sarminah & Alghamdi, O.A. & Nayer, Fatima Khan & Ismail, Muhammed Yousoof & Mohd, Saidatulakmal & Mohammed Akib, Noor Adelyna, 2022. "Customer satisfaction with Restaurants Service Quality during COVID-19 outbreak: A two-stage methodology," Technology in Society, Elsevier, vol. 70(C).
    19. Francesca De Canio & Marco Ieva & Cristina Ziliani, 2017. "Beyond the "mobile versus PC" dichotomy: Profiling online shoppers based on device usage," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2017(2), pages 99-121.
    20. Feng Wang & Li Zuo & Zhi Yang & Yueyan Wu, 2019. "Mobile searching versus online searching: differential effects of paid search keywords on direct and indirect sales," Journal of the Academy of Marketing Science, Springer, vol. 47(6), pages 1151-1165, November.

    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:joreco:v:54:y:2020:i:c:s0969698919306666. 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: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    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.