When are extreme ratings more helpful? Empirical evidence on the moderating effects of review characteristics and product type

Raffaele Filieri (), Elisabetta Raguseo () and Claudio Vitari ()
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Elisabetta Raguseo: Polito - Politecnico di Torino = Polytechnic of Turin
Claudio Vitari: MTS - Management Technologique et Strategique - EESC-GEM Grenoble Ecole de Management

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Abstract: Online customer reviews (OCRs) have become increasingly important in travelers' decision-making. However, the proliferation of OCRs requires e-commerce organizations to identify the characteristics of the most helpful reviews to reduce information overload. This study focuses on OCRs of hotels and particularly on the moderating factors in the relationship between extreme ratings and review helpfulness. The study has adopted 11,358 OCRs of 90 French hotels from TripAdvisor.com. Findings highlight that large hotels are more affected by extreme reviews than small hotels. Extreme reviews are more helpful to consumers when reviews are long and accompanied by the reviewers' photos.

Keywords: hotel photos; review length; reviewer's country of origin; hotel size; online consumer review helpfulness; extreme rating (search for similar items in EconPapers)
Date: 2018-11
Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-01923243
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Citations: View citations in EconPapers (18)

Published in Computers in Human Behavior, 2018, 88, pp.134 - 142. ⟨10.1016/j.chb.2018.05.042⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:halshs-01923243

DOI: 10.1016/j.chb.2018.05.042

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