Do Online Reviews Encourage Customers to Write Online Reviews? A Longitudinal Study

Yingxue Xia and Hong-Youl Ha
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Yingxue Xia: Department of International Finance, School of Business, Zhejiang University City College, Hangzhou 310015, China
Hong-Youl Ha: Department of International Trade, Dongguk University, Seoul 04620, Korea

Sustainability, 2022, vol. 14, issue 8, 1-12

Abstract: This study examines the nature of online reviews to explain changes in satisfaction, trust, and consumer intent to write a review during restaurant revisit stages. Using a data set of two-time lags, the findings show that the impact of online reviews on customer satisfaction, trust, and consumer intent to write a review decreases or dilutes over time. More specifically, the effect of online reviews in T + 1 diminishes as consumers experience a particular restaurant compared to when they initially encountered the review. Our findings also show that the impacts of online reviews on satisfaction and trust gradually decrease over time. However, the relationship between online reviews and trust is only significant in T + 1. Additionally, the effect of trust on customer intent to write a review initially increases (T) and then, gradually drops over time (T + 1). Finally, this study proposes guidelines for improving theoretical and practical insights across consumption experience stages.

Keywords: online reviews; satisfaction; trust; customer intent to write a review; longitudinal study (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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