Skip to Main content Skip to Navigation
Journal articles

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

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.
Document type :
Journal articles
Complete list of metadatas

Cited literature [60 references]  Display  Hide  Download

https://halshs.archives-ouvertes.fr/halshs-01923243
Contributor : Claudio Vitari <>
Submitted on : Saturday, November 17, 2018 - 11:48:36 AM
Last modification on : Wednesday, March 11, 2020 - 3:43:31 PM

File

Filieri 2018CHB_AuthorVersion....
Files produced by the author(s)

Identifiers

Collections

Citation

Raffaele Filieri, Elisabetta Raguseo, Claudio Vitari. When are extreme ratings more helpful? Empirical evidence on the moderating effects of review characteristics and product type. Computers in Human Behavior, Elsevier, 2018, 88, pp.134 - 142. ⟨10.1016/j.chb.2018.05.042⟩. ⟨halshs-01923243⟩

Share

Metrics

Record views

113

Files downloads

918