The addition of images to eWOM in the travel industry: an examination of hotels, cruise ships and fast food reviews

Robert Zinko, Christopher Furner, Helene de Burgh-Woodman (), Patricia Johnson and Anne Sluhan
Additional contact information
Robert Zinko: Texas A&M University–Commerce
Christopher Furner: ECU - East Carolina University [Greenville] - UNC - University of North Carolina System
Helene de Burgh-Woodman: IMT-BS - Institut Mines-Télécom Business School - IMT - Institut Mines-Télécom [Paris], LITEM - Laboratoire en Innovation, Technologies, Economie et Management (EA 7363) - UEVE - Université d'Évry-Val-d'Essonne - Université Paris-Saclay - IMT-BS - Institut Mines-Télécom Business School - IMT - Institut Mines-Télécom [Paris]
Patricia Johnson: UoN - University of Newcastle [Callaghan, Australia]
Anne Sluhan: Texas A&M University–Commerce

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Abstract: Extensive research has examined the influence of online product reviews on consumer behavior. However, few have investigated the influence of reviewer submitted images on consumer attitudes. This research examines consumer perceptions of trust, information quality and valence disparity using three simulated online reviews appearing on TripAdvisor.com: one for a hotel, one for a cruise ship and one for a fast food restaurant. Findings reveal that reviews with images are seen as more trustworthy, and that consumers perceive reviews with images as possessing higher information quality than reviews containing text only. Likewise, the findings showed that effective images should be consistent with review text (e.g., reviewers do not respond positively to negative reviews linked with positive images, or vice versa).

Keywords: Electronic word of mouth; Online reviews; Images; Consumer generated content (search for similar items in EconPapers)
Date: 2021-06
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Citations: View citations in EconPapers (2)

Published in Journal of Theoretical and Applied Electronic Commerce Research, 2021, 16 (3), pp.525-541. ⟨10.3390/jtaer16030032⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03613799

DOI: 10.3390/jtaer16030032

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