• Information Systems Review
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• v.24 no.3
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• pp.1-21
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• 2022

This research investigates how a service provider's response(s) to negative customer reviews influences the success of accommodation services in the context of online accommodation reservation platforms. Specifically, we attempt to comprehend the important role of attentive and instant responses to users' negative review comments in fostering future success by analyzing panel data on 856 motels registered in the largest accommodation reservation platform in Korea. The results present that response volume (Attentiveness) and faster responses (Timeliness) are positively associated with success. We further find that the two review-response strategies have a positive interaction effect on success. Moreover, we show that the effect of review responses is strengthened when the reputation of motels drops. The key findings of this research offer a set of practical guidelines for accommodation owners to achieve business success by effectively managing customer reviews and claims

• Asia pacific journal of information systems
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• v.23 no.3
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• pp.131-154
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• 2013

New internet technologies have created a revolutionary new platform which allows consumers to make decision about product price and quality quickly and provides information about themselves through the transcript of online reviews. By expressing their feelings toward products or services on virtual opinion platforms, users extend their influence into cyberspace as electronic word-of-mouth (e-WOM). Existing research indicates that an impact of eWOM on the consumer decision process is influential. For both academic researchers and practitioners, investigating this phenomenon of information sharing in online website is essential given the increasing number of consumers using them as sources of purchase decisions. It is worthwhile to examine the extent to which opinion seekers are willing to accept and adopt online reviews and which factors encourage adoption. Discerning the most motivating aspects of information adoption in particular, could help electronic marketers better promote their brand and presence on the internet. The objectives of this study are to investigate how online WOM influences a persons' purchase decision by discovering which factors encourage information adoption. Especially focused on the self-efficacy, this research investigates how self-efficacy affects on information usefulness and adoption of online information. Although people are exposed to same review or comment about product or service, some accept the reviews while others do not. We notice that accepting online reviews mainly depends on the person's preference or personal characteristics. This study empirically examines this issue by using cognitive dissonance theory. Specifically, in the movie industry, we address few questions-is always positive WOM generating positive effect? What if the movie isn't the person's favorite genre? What if the person who is very self-assertive so doesn't take other's opinion easily? In these cases of cognitive dissonance, is always WOM generating same result? While many studies have focused on one direct of WOM which indicates positive (or negative) informative reviews or comments generate positive (or negative) results and more (or less) profits, this study investigates not only directional properties of WOM but also how people change their opinion towards product or service positive to negative, negative to positive through the online WOM. An experiment was conducted quantitatively by using a sample of 168 users who have experience within the online movie review site, 'Naver Movie'. Users were required to complete a survey regarding reviews and comments taken from the real movie page. The data reflected user's perceptions of online WOM information that determined users' adoption level. Analysis results provide empirical support for the proposed theoretical perspective. When user can't agree with the opinion of online WOM information, in other words, when cognitive dissonance between online WOM information and users' preference occurs, perceived self-efficacy significantly decreases customers' perception of usefulness. And this perception of usefulness plays an important role in determining users' intention to adopt online WOM information. Most of researches have been concentrated on characteristics of online WOM itself such as quality or vividness of information, credibility of source and direction of online WOM, etc. for describing effect of online WOM, but our results suggest that users' personal character (e.g., self-efficacy) plays decisive role for acceptance of online WOM information. Higher self-efficacy means lower possibility to accept the information that represents counter opinion because of cognitive dissonance, whereas the people that have lower self-efficacy are willing to accept the online WOM information as true and refer to purchase decision. This study suggests a model for understanding role of direction of online WOM information. Also, our result implicates the importance of online review supervision and personalized information service by confirming switching opinion negative to positive is more difficult than positive to negative through the online WOM information. This implication would help marketers to manage online reviews of their products or services.

• Korean Management Science Review
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• v.33 no.2
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• pp.89-115
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• 2016

Recent trends in online commerce shows that multi-channels including offline and online become prevailing as a standard type of channel. However, literature survey revealed that there exist few studies about how an individual negative emotion such as neuroticism affects trust transfer between channels, and usage continuance intention. To fill the research void like this, this study proposes an research model where trust transfer between offline and online channels is included, and neuroticism is also adopted as a moderating variable between trust transfer, satisfaction, and usage continuance intention. Empirical results with valid 406 questionnaires revealed that neuroticism has a negative influence on online commerce users' perceived usage continuance intention.

• Korean Management Science Review
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• v.28 no.3
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• pp.95-112
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• 2011

The Internet has generated a number of online review sites where dissatisfied consumers can easily articulate their opinions and comments on products or services. Little attention, however, has been directed to investigating the relationship between negative electronic word-of-mouth (eWOM) and its critical determinants that affect consumers' purchasing behaviors. This study attempts to explore the influence of the key determinants of consumers' negative eWOM behaviors, including their social relationships online. The results show that tie strength is positively associated with the proposed determinants, such as information credibility, external search efforts, and product involvement. Further, we find that perceived risk plays a mediating role in the relationship between consumers' intention to spread eWOM and its key determinants.

• Journal of Information Processing Systems
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• v.19 no.2
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• pp.219-231
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• 2023

Intelligent applications are crucial for increasing the popularity of shared urban electric bicycles (EBs). Building an application platform architectural system that can satisfy independent user operations is critical for increasing the intelligent usage of shared EBs. Consequently, we collected online reviews of shared EB applications, conducted semantic processing and sentiment analysis, and refined the positive and negative review data for each function. The positive and negative review indices of each function were calculated using the formulae for positive and negative review indices of product functions, thereby determining the functions that need to be improved. Each function of the Shared EB application was improved according to its business process. The main contributions of this study are to build a user requirement architecture system for the Shared EB application with five dimensions and 22 functions using the Delphi method to design the user interface (UI) of this application based on user satisfaction evaluation results; to create a high-fidelity dynamic interaction prototype and compare user satisfaction before and after improving the Shared EB application functions. The testing results indicate that the changes in the UI significantly improve the user experience satisfaction of the urban Shared EB application, with the positive experience index increasing by 69.21% and the negative experience index decreasing by 75.85% overall. This information can be directly used by relevant companies to improve the functions of the Shared EB application.

• Journal of Korea Society of Digital Industry and Information Management
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• v.8 no.1
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• pp.191-205
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• 2012

A book review is one of the most important sources of information which provide the descriptive and evaluative contents about books. Reviews have great influence on consumer behavior because they are believed to be more reliable than information provided by sellers. Readers who read a book review includes information about book decide whether they will buy or not. This study examines customer attitude change by book reviews with regarding to different type of information sources(experts and prior customers) and different directions of messages. We address the following research questions: (1) Can positive book reviews with credibility have a positive impact on acceptance of books? (2) Can negative book reviews with credibility have a negative impact on acceptance of books? The results shows that a credibility is an essential factor for affecting customers' mind. When positive book reviews were written, both expert and customer opinions have a positive impact on acceptance of customers. Given negative book reviews of experts, trustworthiness is more important than expertise. However, a objectivity of customer's reviews is more important.

• Korea Journal of Hospital Management
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• v.27 no.3
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• pp.1-14
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• 2022

Purposes: This purpose of this study was to check how much the online word of mouth influences on customer's hospital selection according to Kano's model. Methodology: Kano classified the attributes that affect customer's satisfaction into attractive, one-dimensional, indifferent, must-be, and reverse attributes. Among them, attractive and one-dimensional attributes make up the largest portion in hospital selection. Based on this, the influence of positive or negative online reviews on the selection of hospitals was investigated. Differentiated service was selected as the attractive attributes, and a kind, sufficient explanation was selected as the one-dimensional attributes. Then a questionnaire was conducted how much the positive or negative online reviews influence on hospital selection, respectively. It was conducted from August 7 to September 7, 2021 for medical consumers in their 20s and older who have used medical services for the past 3 years, and the final 142 questionnaires were analyzed. All data was analyzed by chi-square and two-way ANOVA using SPSS ver 25.0. Findings: The results showed that, in one-dimensional attributes, the difference between positive and negative reviews was not statistically significant, but in attractive attributes, positive and negative reviews showed a statistically significant difference. It suggests that positive reviews on attractive attributes had a greater influence on hospital selection. In terms of hospital selection, when the experimental participants were exposed to the positive reviews, the hospital selection ratio did not differ by Kano's attributes, but to the negative reviews it differed. The hospital selection ratio, even after they were exposed to negative reviews, was higher in the attractive attributes than in the one-dimensional attributes. Practical Implication: This study confirmed that hospital selection is influenced differently depending on the Kano's attributes and the direction of the reviews, and suggests that marketers should respond differently to each Kano's attributes when they deal with online reviews of hospitals.

• The Journal of Society for e-Business Studies
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• v.16 no.3
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• pp.93-112
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• 2011

For the success of an online retail market, it is important to allow consumers to get more helpful reviews by figuring out the factors determining the helpfulness of online reviews. On the basis of elaboration likelihood model, this study analyzes which factors determine the helpfulness of reviews and how the factors affecting the helpfulness of an online consumer review differ for product price. For this study, 75,226 online consumer reviews were collected from Amazon.com. Furthermore, additional information on review messages was also gathered by carrying out a content analysis on the review messages. This study shows that both of peripheral cues such as review rating and reviewer's credibility and central cues such as word count of review message and the proportion of negative words influence the helpfulness of review. In addition, the result of this study reveals that each consumer focuses on different information sources of reviews depending on the product price.

• KIPS Transactions on Software and Data Engineering
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• v.4 no.3
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• pp.121-128
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• 2015

A given product's online product reviews build up to form largely positive or negative reviews or mixed reviews that include both the positive and negative reviews. While the homogeneously positive or negative reviews help readers identify the generally praised or criticized product, the mixed reviews with minority opinions potentially contain valuable information about the product. We present a method of retrieving minority opinions from the online product reviews using the skewness of positive/negative reviews. The proposed method first classifies the positive/negative product reviews using a sentiment dictionary and then calculates the skewness of the classified results to identify minority reviews. Minority review retrieval experiments were conducted on smartphone and movie reviews, and the F1-measures were 24.6% (smartphone) and 15.9% (movie) and the accuracies were 56.8% and 46.8% when the individual reviews' sentiment classification accuracies were 85.3% and 78.8%. The theoretical performance of minority review retrieval is also discussed.

• International Commerce and Information Review
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• v.17 no.3
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• pp.3-27
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• 2015

As hostile online reviews can have a negative impact on a company's reputation, it is not surprising that online reviewers and business owners often get involved in conflicts which sometimes evolve into legal disputes. This research examines the legal dispute case in which the business owner charges an online reviewer for a defamation. Further, this research compares the supreme court's decision with general public's view on this defamation case, using a survey method. From the legal point of view, an online reviewer's primary motive determines whether the online reviews are defamatory statements or not. Specifically, if an online reviewer's primary motive is to increase the overall benefits for the public society, the online review does not bear any legal liability. According to our survey, consumers' view aligns with the final decision of the supreme court. They believe that online reviews should bear a minimum level of legal liability as online reviews often contain useful and valuable information which can enhance overall public benefits.