• The Journal of Information Systems
• /
• v.29 no.2
• /
• pp.173-195
• /
• 2020

Purpose The purpose of this study is to verify the effect of reviewer's attributes on review usefulness while exploring the variables that can moderate the relationship between reviewer's attributes and review usefulness through empirical analysis. Design/methodology/approach To understand the impact of online reviewer profiles on review usefulness and how these impacts change, this study collected more than 30,000 online reviews of restaurants through TripAdvisor.com, that is a representative OTA shares tourism information. We analyze the moderating effects of four variables such as review length, review equivocality, review uncertainty, and review readability. Findings According to the empirical analysis result, this study reveals that the reviewer's profile attribute can significantly improve the review usefulness of the reviewer, and confirmed the moderating effect of the review's attribute(Review length, Equivocality, Uncertainty, Readability).

• Korea Journal of Hospital Management
• /
• v.9 no.3
• /
• pp.71-97
• /
• 2004

This study conducted a comparative analysis of awareness level of review standards, continuing education, and awareness about the need for speciality and educational courses in order to improve quality of Korean health insurance review work and to present directions for policies of personnel development and continuing education to smoothly perform hospital's insurance claim work and Agency's review work. The analysis unit of the study is individuals, and survey was conducted among hospital's claim officers and Agency' review officers by distributing questionnaires. The major results of the study are as follows: First, it is found that hospital's claim officers and Agency's review officers have conflicting awareness about review standards; more Agency's review officers think that current review standards are universal and reasonable, while more hospital's claim officers believe that they need to be revised. Especially, hospital's claim officers replied that it is possible that review results can differ according to government's policies. Second, there is no significant difference between the two groups in the opinion that there are individual differences in awareness level of review standard. In particular, both groups share the opinion that review results can differ according to officer's interpretation of review standards. Third, Both review officer groups feel the need for further training and continuing education. Fourth, there is no difference between the two groups in the opinion that both groups members should be educated in review related educational institutions. However, while 81.5% of Agency's review officers the education should be offered at the Agency, only 45.2% of hospital's claim officers agreed to it. Fifth, both review personnel do not show any difference in awareness of needed experience to successfully perform review work; both groups replied that three to four years experience is necessary to smoothly perform claim work and review work. This study was tried in order to search for directions to improve Korean insurance review work in quality rather than to explore characteristics themselves of individual factors. In this sense, this study presupposed an intention that the educational subjects for further training and continuing education for the two groups should be the same in order to narrow the awareness gap between hospital's claim officers and Agency's review officers. Thus, this study suggests that it is desirable to offer beginner courses at junior colleges or in undergraduate courses and advanced courses in professional graduate school for six to twelve months. In that a comparison of awareness level of hospital's claim officers and Agency's review officers who are actually in practice should precede appropriate presentation of directions for the qualitative improvement of insurance review work in Korea, the significance of this study lies in comparatively analyzing the awareness level of hospital's claim officers and Agency's review officers and in presenting the establishment of future further training and continuing education.

• Asia Marketing Journal
• /
• v.21 no.2
• /
• pp.1-19
• /
• 2019

Prior studies on the effects of online consumer reviews have mainly focused on review valence, but little research has investigated how two-sided (both positive and negative) and one-sided (only positive) reviews influence consumers' response to online review. In addition, little attention has been paid to how sponsorship presence (firm-sponsored reviews vs. consumer-voluntary reviews) influences individuals' attitude toward online review. Unlike consumer-voluntary reviews without any monetary incentive, firm-sponsored reviews include messages about brands providing monetary compensation. This study examines whether review valence (two-sidedness vs. one-sidedness) influences attitude toward online review via its influence on review credibility. Further, this study examines whether sponsorship presence affects when review valence influences attitude toward review. Thus, this research investigates the effect of review valence on attitude toward review and the moderating role of sponsorship presence in the relationship between review valence and attitude toward review. The first experiment reveals that attitude toward review is more favorable when the review is two-sided (vs. one-sided). The second study demonstrates that differences between the two-sided and the one-sided review occur only for firm-sponsored reviews, not for consumer-voluntary reviews. The theoretical and practical implications are also discussed.

• Journal of Distribution Science
• /
• v.15 no.10
• /
• pp.41-50
• /
• 2017

Purpose - Online product review has become a crucial part of the online retailer's market performance for a wide range of products. This research aims to investigate how an individual reviewer's review frequency and timing affect her/his average attitude toward products. Research design, data, and methodology - To conduct reviewer-level analysis, this study uses 42,172 posted online review messages generated by 6,941 identified reviewers for 59 movies released in the South Korea from July 2015 to December 2015. This study adopts Tobit model specification to take into account the censored nature and the selection bias arising from the nature of J-shaped distribution of movie rating. Results - Our estimation results support that the negative impact of review frequency and timing on valence. Furthermore, review timing has an inverted-U relationship with the user's average valence and enhance the negative effect of review frequency. Conclusions - This study contributes to the growing literature on the understanding how eWOM is generated at the individual consumer level. On the basis of the main empirical findings, this study provides insights into building a recommendation system in online retail store based on the consumer's review history data - frequency, timing, and valence.

• International journal of advanced smart convergence
• /
• v.9 no.4
• /
• pp.124-131
• /
• 2020

As users of internet-based software applications increase, functional and non-functional problems for software applications are quickly exposed to user reviews. These user reviews are an important source of information for software improvement. User review mining has become an important topic of intelligent software engineering. This study proposes a user review mining method for software improvement. User review data collected by crawling on the app review page is analyzed to check user satisfaction. It analyzes the sentiment of positive and negative that users feel with a machine learning method. And it analyzes user requirement issues through topic analysis based on structural topic modeling. The user review mining process proposed in this study conducted a case study with the a non-face-to-face video conferencing app. Software improvement through user review mining contributes to the user lock-in effect and extending the life cycle of the software. The results of this study will contribute to providing insight on improvement not only for developers, but also for service operators and marketing.

• The Journal of Industrial Distribution & Business
• /
• v.14 no.1
• /
• pp.67-74
• /
• 2023

Purpose: This study aims to investigate how the online review usefulness affect consumers' shopping behavior in non-face-to-face shopping, which is now very common format of shopping environment after COVID-19 pandemic. Factors influencing online reviews were determined as quantity of review, agreement of review and characteristic of review based on research by existing researchers. Research design, data, and methodology: Customers in their teens to 60s who had experience of checking online reviews and purchasing products were surveyed using a Google questionnaire form from January 15, 2022 to February 19, 2022. To verify the validity and reliability of the research model, confirmatory factor analysis and discriminant validity analysis were conducted. In addition, the causal relationship between factors was verified through path analysis. Results: As a result, quantity of review and agreement of review had a statistically significant effect on review usefulness. However, characteristic of review did not have a statistically significant influence on review usefulness. And review usefulness had a statistically significant effect on attitude and purchase intention. Conclusions: This study investigated the factors affecting usefulness of online reviews and empirically analyzed the effects of online reviews on consumer attitudes and purchase intentions providing practical and theoretical implications for corporate online review management.

• Journal of Information Technology Applications and Management
• /
• v.27 no.6
• /
• pp.53-73
• /
• 2020

Many prior studies have been conducted that positive reviews increase the intention to purchase. However, there are very few papers that have studied the impact of review search on purchase satisfaction. It is meaningful to study the impact of review search on purchase satisfaction as it can lead the business successfully by inducing repurchase. There is also no study of how review search have different effects on purchase satisfaction among countries. Given the growing number of cross-border e-commerce, we believe that the need for research is high because identifying these differences between countries can have a very important impact on a company's successful overseas expansion. Therefore, in this study, the impact of positive and negative review search on purchase satisfaction and the national impact were set up as a research model. In order to verify this research model, the survey was distributed to those who experienced online purchase in Korea and China, and a total of 234 copies were collected, including 125 copies in Korea, 109 copies in China, and the research model was verified using Smart-PLS structural equation analysis tools. First, positive review search has been shown to positively affect purchase satisfaction. Second, it has been shown that negative review search also has a positive effect on purchase satisfaction. Third, the impact of positive and negative review search on purchase satisfaction was different between Korea and China. While Korea is more aggressive in review search than China due to its high tendency to avoid uncertainty, China is less likely to avoid uncertainty than Korea and is more likely to rely on brand familiarity. Therefore, according to the uncertainty avoidance moderation effect the impact of positive and negative review search on purchase satisfaction was higher in Korea than in China. In this study, Shopping mall managers need to take strategic measures to maximize shopping mall performance by recognizing positive aspects of negative review search on purchase satisfaction. Companies and managers in Korea and China can establish strategies to promote product sales when companies enter the global market.

• Journal of Information Technology Applications and Management
• /
• v.16 no.4
• /
• pp.41-58
• /
• 2009

This research investigated how people are influenced to adopt online review. We applied the Elaboration Likelihood Model (ELM) and the Technology Acceptance Model (TAM) to this study. Our research model highlights the assessment of online review usefulness as a mediator from online review quality to online review adoption. This research predicted online review consensus has a role to bulid up online reviw usefulness. This study also includes vividness and perceived similarity as determinants of online review quality. Survey data reflect user's perceptions of actual online review they read. Results support most of research hypotheses except hypothesis related to moderating effect of user involvement. This research offers a model for understanding online review user's acceptance. Additional theoretical and practical implications are also discussed in the paper.

• The Journal of Information Systems
• /
• v.27 no.3
• /
• pp.203-225
• /
• 2018

Purpose This study investigated the impact of review language style (affective vs. cognitive) on review helpfulness and the moderating effects of the types of attractions in the relationships between the review language and its helpfulness. Design/methodology/approach This study investigates the impact of review language style (affective vs. cognitive) on review helpfulness and the moderating effects of the types of attractions in the relationships between the review language and its helpfulness. This study selected two hedonic and utilitarian attractions (Hedonic: Brandenburg Gate, Utilitarian: Peragamon Museum) located in Berlin. A total of 3,320 reviews was collected from TripAdvisor. We divided online reviews posted for these places into reviews with more affective language and with more cognitive language by using the LIWC. Then, we investigated the impact of language effect on review helpfulness across the attraction type. Findings The findings suggest that peers tend to judge more helpful toward cognitive language in attraction reviews regardless of attraction type. This study found that peers tend to perceive more helpful toward cognitive review in utilitarian attractions. Even though there was an interaction effect between review language and attraction type, in hedonic attractions, the influence of cognitive language was reduced, but still cognitive reviews would get more helpful votes.

• Knowledge Management Research
• /
• v.19 no.4
• /
• pp.1-17
• /
• 2018

Hotel consumers tend to rely on online reviews to reduce the risk to hotel products when they book hotel rooms because hotel products are high-risk products due to their intangibility. However, the development of ICT has caused information load, and it is an important issue to be perceived as useful information to consumer because a large amount of information complicates the decision making process of consumers. Drawn from Heuristic-Systematic Model(HSM), the present study explored the role of heuristic and systematic cues composing an online review influencing consumers' perception of hotel online reviews. More specifically, this study identified reviewers' identity, level of the reviewer, review star ratings, and attached hotel photo as heuristic cue, while review length, cognitive level of review and negativity in review as systematic cues. The binary logistic regression was adopted for analysis. This study found that only systematic cues of online review were found to affect the usefulness of it. Moreover, we preceded further study examining the moderating effect of seasonality in the relationships between systematic cues and usefulness.