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The emotional review–reward effect: how do reviews increase impulsivity?

Author

Listed:
  • Scott Motyka

    (Keck Graduate Institute)

  • Dhruv Grewal

    (Babson College)

  • Elizabeth Aguirre

    (Doriel Juvenile)

  • Dominik Mahr

    (Maastricht University)

  • Ko Ruyter

    (City University London
    UNSW Business School, UNSW Sydney)

  • Martin Wetzels

    (Maastricht University
    Waikato Management School, The University of Waikato)

Abstract

A growing reliance on customer reviews prompts firms to develop strategies to encourage customers to post online reviews of their products. However, little research investigates the behavioral consequences of writing a review. The act of sharing personal opinions through reviews is a rewarding experience and makes customers feel socially connected. With an application of reverse alliesthesia theory, the current study predicts that such rewarding experiences drive online reviewers to seek other rewards, such as impulsive buying. Three lab-based and two field studies demonstrate such an emotional review–reward effect: sharing emotional information in the public realm of customer reviews, rather than forming similar opinions privately, drives participants to make more impulsive buying decisions.

Suggested Citation

  • Scott Motyka & Dhruv Grewal & Elizabeth Aguirre & Dominik Mahr & Ko Ruyter & Martin Wetzels, 2018. "The emotional review–reward effect: how do reviews increase impulsivity?," Journal of the Academy of Marketing Science, Springer, vol. 46(6), pages 1032-1051, November.
    • Handle: RePEc:spr:joamsc:v:46:y:2018:i:6:d:10.1007_s11747-018-0585-6
    DOI: 10.1007/s11747-018-0585-6
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