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Consumer perceptions of information helpfulness and determinants of purchase intention in online consumer reviews of services

Author

Listed:
  • R. Filieri

    (Audencia Business School)

  • Fraser Mcleay
  • Bruce Tsui
  • Zhibin Lin

Abstract

Online consumer reviews offer an unprecedented amount of information for consumers to evaluate services before purchase. We use the dual process theory to investigate consumer perceptions about information helpfulness (IH) in electronic word-of-mouth (eWOM) contexts. Results highlight that popularity signals, two-sided reviews, and expert sources (but not source trustworthiness) are perceived as helpful by consumers to assess service quality and performance. Although two-sided reviews exercise a significant influence on perceived IH, their influence on purchase intention was indirectly mediated by IH. IH predicts purchase intention and partially mediates the relationship between popularity signals, source homophily, source expertise, and purchase intention.

Suggested Citation

  • R. Filieri & Fraser Mcleay & Bruce Tsui & Zhibin Lin, 2018. "Consumer perceptions of information helpfulness and determinants of purchase intention in online consumer reviews of services," Post-Print hal-04779103, HAL.
    • Handle: RePEc:hal:journl:hal-04779103
    DOI: https://doi.org/10.1016/j.im.2018.04.010
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    Cited by:

    1. Coloma à lvarez Santamaría & Consuelo Riaño Gil & Agustín V. Ruiz Vega, 2024. "The Power of Social Commerce: Understanding the Role of Social Word-of-Mouth Behaviors and Flow Experience on Social Media Users’ Purchase Intention," SAGE Open, , vol. 14(3), pages 21582440241, September.
    2. Xiao Huang & Pu Sun & Xiaofei Zhang & Jiang Wu, 2024. "What affects patients’ choice of consultant: an empirical study of online doctor consultation service," Electronic Commerce Research, Springer, vol. 24(4), pages 2903-2925, December.
    3. Gallin, Steffie & Portes, Audrey, 2024. "Online shopping: How can algorithm performance expectancy enhance impulse buying?," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    4. Rahul Chawdhary & Laura Weber, 2025. "Investigating the Effectiveness of Received Offline Word of Mouth: Role of Acquired and Ascribed Homophily," FIIB Business Review, , vol. 14(1), pages 58-70, January.
    5. Dong Zhang & Chong Wu, 2023. "What online review features really matter? An explainable deep learning approach for hotel demand forecasting," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 74(9), pages 1100-1117, September.
    6. Shi-Zhu Liang & Jia-Lu Xu & Echo Huang, 2024. "Comprehensive Analysis of the Effect of Social Influence and Brand Image on Purchase Intention," SAGE Open, , vol. 14(1), pages 21582440231, January.
    7. Liao, Junyun & Chen, Jiada, 2024. "The authenticity advantage: How influencer authenticity management strategies shape digital engagement with sponsored videos," Journal of Business Research, Elsevier, vol. 185(C).

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