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Credibility of online reviews and its impact on brand image

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  • Uttam Chakraborty
  • Savita Bhat

Abstract

Purpose - Brand image is considered as a signaling phenomenon because high brand image ensures quality product that can reduce consumer’s uncertainty. A strong brand image induces consumers to pay higher prices, which in turn provides competitive advantage and market success to a company. Online reviews, blogs and texts on brand usage experiences are more effective than oral communication to build a strong brand image. Online reviews on products create distinct places for brands in the consumer’s mind, and thus ultimately affect images of the brands. Therefore, the purpose of this study is to investigate the effects of online reviews on functional and hedonic brand images in the context of consumer electronic products in India. Design/methodology/approach - The present study adopts a novel approach to collect data. The data have been collected from select e-commerce sites’ brand pages on Facebook through Google form application. A number of respondents are 1,038. Structural equation modeling technique has been used to examine the effects of online reviews on functional and hedonic brand images. Findings - The data analysis reveals that source and review quality have more significant effect on credibility evaluation of online reviews as compared to the effects of review consistency and receiver. Moreover, credible online reviews have more impact on hedonic brand image rather than functional brand image in the context of consumer electronics product in India. Originality/value - The present study combines Yale attitude change model and attribution theory to examine the effects of online reviews on brand image.

Suggested Citation

  • Uttam Chakraborty & Savita Bhat, 2018. "Credibility of online reviews and its impact on brand image," Management Research Review, Emerald Group Publishing Limited, vol. 41(1), pages 148-164, January.
    • Handle: RePEc:eme:mrrpps:mrr-06-2017-0173
    DOI: 10.1108/MRR-06-2017-0173
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    Citations

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    1. repec:bcp:journl:v:3:y:2019:i:11:p:525-529 is not listed on IDEAS
    2. Verma, Deepak & Prakash Dewani, Prem & Behl, Abhishek & Pereira, Vijay & Dwivedi, Yogesh & Del Giudice, Manilo, 2023. "A meta-analysis of antecedents and consequences of eWOM credibility: Investigation of moderating role of culture and platform type," Journal of Business Research, Elsevier, vol. 154(C).
    3. Hye-Ryeong Shin & Jeong-Gil Choi, 2021. "The Moderating Effect of ‘Generation’ on the Relations between Source Credibility of Social Media Contents, Hotel Brand Image, and Purchase Intention," Sustainability, MDPI, vol. 13(16), pages 1-16, August.
    4. Lady, 2019. "The Iceberg of Social Media Marketing," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 3(11), pages 525-529, November.
    5. Betty Purwandari & Latifatul Khairiyah & Mardiana Purwaningsih & Achmad Nizar Hidayanto & Nur Fitriah Ayuning Budi & Kongkiti Phusavat, 2023. "Why do people donate online? A perspective from dual credibility transfer," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 20(2), pages 393-425, June.
    6. Ampadu, Seth & Jiang, Yuanchun & Debrah, Emmanuel & Antwi, Collins Opoku & Amankwa, Eric & Gyamfi, Samuel Adu & Amoako, Richard, 2022. "Online personalized recommended product quality and e-impulse buying: A conditional mediation analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    7. Shaji Mathai & Saket Jeswani, 2021. "Effectiveness of Print Media Marketing in Digital Age: A Study on Indian Telecommunication Industry," FIIB Business Review, , vol. 10(3), pages 242-254, September.

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