What makes online reviews helpful? A diagnosticity-adoption framework to explain informational and normative influences in e-WOM

Journal of Business Research

Volumn 68, Issue 6, 2015, Pages 1261-1270

  Filieri, Raffaele ^a  

^a NORTHUMBRIA UNIVERSITY   (United Kingdom)

Author keywords

Dual process theory; Electronic word of mouth; Information adoption; Information diagnosticity; Online consumer reviews; User generated content

Indexed keywords

EID: 84961289442     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jbusres.2014.11.006     Document Type: Article

References (79)

1. Aiken D.K., Boush D.M. Trustmarks, objective-source ratings, and implied investments in advertising: Investigating online trust and the context-specific nature of internet signals. Journal of the Academy of Marketing Science 2006, 34(3):308-323.
2. Amazon What is Amazon Vine? Available at, (Accessed 26/04/14). http://www.amazon.co.uk/gp/vine/help.
3. Anderson E., Salisbury L. The formation of market-level expectations and its covariates. Journal of Consumer Research 2003, 30(1):115-124.
4. Ayeh J.K., Au N., Law R. "Do we believe in TripAdvisor?" Examining credibility perceptions and online travelers' attitude toward using user-generated content. Journal of Travel Research 2013, 52(4):437-452.
5. Bagozzi R.P., Yi Y. On the evaluation of structural equation models. Journal of the Academy of Marketing Science 1998, 16(1):74-94.
6. Bailey J.E., Pearson S.W. Development of a tool for measuring and analyzing computer user satisfaction. Management Science 1983, 29(5):530-545.
7. Bar-Hillel M. The base rate-fallacy in probability judgments. Acta Psychologica 1980, 44(3):211-233.
8. Benedicktus R.L. The effects of 3rd party consensus information on service expectations and online trust. Journal of Business Research 2011, 64(8):846-853.
9. Borgida E., Nisbett R.E. The differential impact of abstract vs. concrete information on decisions. Journal of Applied Social Psychology 1977, 7(3):258-271.
10. Bowman D., Narayandas D. Managing customer-initiated contacts with manufactures: The impact on share of category requirements and word-of-mouth behaviour. Journal of Marketing Research 2001, 38(3):281-297.
11. Chan Y.Y.Y., Ngai E.W.T. Conceptualising electronic word of mouth activity: An input-process-output perspective. Marketing Intelligence & Planning 2011, 29(5):488-516.
12. Chatterjee P. Online reviews: Do consumers use them?. Advances in Consumer Research 2001, 28(1):129-133.
13. Chen P.-Y., Dhanasobhon S., Smith M.D. All Reviews are Not Created Equal: The Disaggregate Impact of Reviews and Reviewers at Amazon. Com Available at SSRN. http://ssrn.com/abstract=918083, 10.2139/ssrn.918083.
14. Cheung C.M.K., Lee M.K.O., Rabjhon N. The impact of e-WOM - The adoption of online opinions in online customer communities. Internet Research 2008, 18(3):229-247.
15. Cheung M.Y., Luo C., Sia C.L., Chen H. Credibility of electronic word-of-mouth: Informational and normative determinants of on-line consumer recommendations. International Journal of Electronic Commerce 2009, 13(4):9-38.
16. Chevalier J., Mayzlin D. The effect of word of mouth on sales: Online book reviews. Journal of Marketing Research 2006, 43(August):345-354.
17. Churchill G.A. A paradigm for developing better measures of marketing constructs. Journal of Marketing Research 1979, 16(1):64-73.
18. Cui G., Lui H.K., Guo X. The effect of online consumer reviews on new product sales. International Journal of Electronic Commerce 2012, 17(1):39-58.
19. Davis F.D. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly 1989, 13(3):319-340.
20. Dellarocas C. The digitization of word of mouth: Promise and challenges of online feedback mechanisms. Management Science 2003, 49(10):1407-1424.
21. Dellarocas C., Zhang X.M., Awad N.F. Exploring the value of online product reviews in forecasting sales: The case of motion pictures. Journal of Interactive Marketing 2007, 21(4):23-45.
22. Deutsch M., Gerard H.B. A study of normative and informational social influences upon individual judgment. The Journal of Abnormal and Social Psychology 1955, 51(3):629-636.
23. Dick A., Chakravarti D., Biehal G. Memory-based inferences during consumer choice. Journal of Consumer Research 1990, 17(1):82-93.
24. Eagly A.H., Chaiken S. The psychology of attitudes 1993, Harcourt, Brace, Fort Worth.
25. Filieri R., McLeay F. E-WOM and accommodation: An analysis of the factors that influence travelers' adoption of information from online reviews. Journal of Travel Research 2014, 53(1):44-57.
26. Fornell C., Larcker D.F. Evaluating structural equation models with unobserved variables and measurement error. Journal of Marketing Research 1981, 18(1):39-50.
27. Gartner Gartner Says By 2014, 10-15% of Social Media Reviews to Be Promotional, Paid for By Companies Available at:. http://www.gartner.com/newsroom/id/2161315.
28. Gerbing D.W., Anderson J.C. An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research 1988, 25(2):186-192.
29. Godes D., Mayzlin D. Using online conversations to study word of mouth communication. Marketing Science 2004, 23(4):545-560.
30. Godes D., Silva J.C. Sequential and temporal dynamics of online opinion. Marketing Science 2012, 31(3):448-473.
31. Goldsmith R.E., Horowitz D. Measuring motivations for online opinion seeking. Journal of Interactive Advertising 2006, 6(2):2-14.
32. Gupta P., Harris J. How e-WOM recommendations influence product consideration and quality of choice: A motivation to process information perspective. Journal of Business Research 2010, 63(9):1041-1049.
33. Hennig-Thurau T., Gwinner K.P., Walsh G., Gremler D.D. Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the internet?. Journal of Interactive Marketing 2004, 18(1):38-52.
34. Herr P.M., Kardes F.R., Kim J. The effects of word-of-mouth and product-attribute information on persuasion: An accessibility-diagnosticity perspective. Journal of Consumer Research 1991, 17(4):454-462.
35. Hovland C.I., Janis L., Kelley H.H. Communication and persuasion 1953, Yale University Press, New Heaven, CT.
36. Hu L.T., Bentler P.M. Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Model: A Multidisciplinary Journal 1999, 6(1):1-55.
37. Huang J.-H., Chen Y.-F. Herding in online product choice. Psychology and Marketing 2006, 23(5):413-428.
38. Jiang Z., Benbasat I. Virtual product experience: Effects of visual and functional control of products on perceived diagnosticity and flow in electronic shopping. Journal of Management Information Systems 2004, 21(3):111-147.
39. Jiang Z., Benbasat I. Investigating the influence of the functional mechanisms of online product presentations. Information Systems Research 2007, 18(4):221-244.
40. Khare A., Labrecque L.I., Asare A.K. The assimilative and contrastive effects of word-of-mouth volume: An experimental examination of online consumer ratings. Journal of Retailing 2011, 87(1):111-126.
41. Kia Motors Our cars speak for themselves, our customers speak for us available at:, (accessed 27/04/14). http://www.kia.co.uk/new-cars/kia-car-reviews.aspx#rio.
42. Kirmani A., Rao A.R. No pain, no gain: A critical review of the literature on signaling unobservable product quality. Journal of Marketing 2000, 64(2):66-79.
43. Kline R.B. Principles and practice of structural equation modeling 2011, Guilford press.
44. Korfiatis N., García-Bariocanal E., Sánchez-Alonso S. Evaluating content quality and helpfulness of online product reviews: The interplay of review helpfulness vs. review content. Electronic Commerce Research and Applications 2012, 11(3):205-217.
45. Lee K., Lee J.M. Understanding the product information inference process in electronic word-of-mouth: An objectivity-subjectivity dichotomy perspective. Information & Management 2009, 46(5):302-311.
46. Lee J., Park D.H., Han I. The effect of negative online consumer reviews on product attitude: An information processing view. Electronic Commerce Research and Applications 2007, 7(3):341-352.
47. Lim E.P., Nguyen V.A., Jindal N., Liu B., Lauw H.W. Detecting product review spammers using rating behaviors. Proceedings of the 19th ACM International Conference on Information and Knowledge Management 2010, 939-948.
48. Liu Y. Word of mouth for movies: Its dynamics and impact on box office revenue. Journal of Marketing 2006, 70(3):74-89.
49. McGinnies E., Ward C.D. Better liked than right: Trustworthiness and expertise as factors in credibility. Personality and Social Psychology Bulletin 1980, 6(3):467-472.
50. Moe W.W., Schweidel D.A. Online product opinions: Incidence, evaluation, and evolution. Marketing Science 2012, 31(3):372-386.
51. Mudambi S.M., Schuff D. What makes a helpful online review? A study of customer reviews on Amazon.com. MIS Quarterly 2010, 34(1):185-200.
52. Nielsen The reviews are in: Yelp users are four-star consumers, 06.27.2013 available at:. http://www.nielsen.com/us/en/newswire/2013/the-reviews-are-in--yelp-users-are-four-star-consumers.html.
53. Nisbett R., Ross L. Human inference: Strategies and shortcomings of social judgment 1980, Prentice Hall, Englewood Cliffs, NJ.
54. Nunnally J.C. Psychometric theory 1978, McGraw-Hill, New York. 2nd ed.
55. Ohanian R. Construction and validation of a scale to measure celebrity endorsers' perceived expertise, trustworthiness, and attractiveness.Journal of. Advertising 1990, 19(3):39-52.
56. Pan L.Y., Chiou J.S. How much can you trust online information? Cues for perceived trustworthiness of consumer-generated online information. Journal of Interactive Marketing 2011, 25(2):67-74.
57. Pan Y., Zhang J.Q. Born unequal: A study of the helpfulness of user-generated product reviews. Journal of Retailing 2011, 87(4):598-612.
58. Park D.-H., Lee J. E-WOM overload and its effect on consumer behavioural intention depending on consumer involvement. Electronic Commerce Research and Applications 2008, 7(4):386-398.
59. Park D.-H., Lee J., Han I. The effect of online consumer reviews on consumer purchasing intention: The moderating role of involvement. International Journal of Electronic Commerce 2007, 11(4):125-148.
60. Pavlou P.A., Liang H., Xue Y. Understanding and mitigating uncertainty in online exchange relationships: A principal-agent perspective. MIS Quarterly 2007, 31(1):105-136.
61. Qiu L., Pang J., Lim K.H. Effects of conflicting aggregated rating on e-WOM review credibility and diagnosticity: The moderating role of review valence. Decision Support Systems 2012, 54(1):631-643.
62. Racherla P., Friske W. Perceived 'usefulness' of online consumer reviews: An exploratory investigation across three services categories. Electronic Commerce Research and Applications 2012, 11(6):548-559.
63. Schlosser A. Posting versus lurking: Communicating in a multiple audience context. Journal of Consumer Research 2005, 32(2):260-265.
64. Sen S., Lerman D. Why are you telling me this? An examination into negative consumer reviews on the Web. Journal of Interactive Marketing 2007, 21(4):76-94.
65. Senecal S., Nantel J. The influence of online product recommendations on consumers' online choices. Journal of Retailing 2004, 80(2):159-169.
66. Skowronski J.J., Carlston D.E. Social judgment and social memory: The role of cue diagnosticity in negativity, positivity, and extremity biases. Journal of Personality and Social Psychology 1987, 52(4):689-699.
67. Smith D., Menon S., Sivakumar K. Online peer and editorial recommendations, trust and choice in virtual markets. Journal of Interactive Marketing 2005, 19(3):15-37.
68. Strauss A., Corbin J. Basics of Qualitative Research: Grounded Theory Procedures and Technique, 2ndEdition 1998, Sage, Newbury Park, London.
69. Sussman S.W., Siegal W.S. Informational influence in organizations: An integrated approach to knowledge adoption. Information Systems Research 2003, 14(1):47-65.
70. Tidwell L.C., Walther J.B. Computer-mediated communication effects on disclosure, impressions, and interpersonal evaluations: Getting to know one another a bit at a time. Human Communication Research 2002, 28(3):317-348.
71. Tseng S., Fogg B.J. Credibility and computing technology. Communications of the ACM 1999, 42(5):39-44.
72. Tuttle B. Why you shouldn't trust positive online reviews-or negative ones, for that matter, Time, Aug 28 2012 accessible at:. http://business.time.com/2012/08/28/why-you-shouldnt-trust-positive-online-reviews-or-negative-ones-for-that-matter/.
73. Vermeulen I.E., Seegers D. Tried and tested: The impact of online hotel reviews on consumer consideration. Tourism Management 2009, 30(1):123-127.
74. Wang R.Y., Strong D.M. Beyond accuracy: What data quality means to data consumers. Journal of Management Information Systems 1996, 12(4):5-34.
75. Wheaton B., Muthen B., Alwin D.F., Summers G. Assessing reliability and stability in panel models. Sociological Methodology 1977, 8(1):84-136.
76. Willemsen L.M., Neijens P.C., Bronner F., De Ridder J.A. Highly recommended! The content characteristics and perceived usefulness of online consumer reviews. Journal of Computer-Mediated Communication 2011, 17(1):19-38.
77. Ye Q., Law R., Gu B. The impact of online user reviews on hotel room sales. International Journal of Hospitality Management 2009, 28(1):180-182.
78. Zhang W., Watts S.A. Capitalizing on content: Information adoption in two online communities. Journal of the Association for Information Systems 2008, 9(2):73-94.
79. Zhu F., Zhang X. Impact of online consumer reviews on sales: The moderating role of product and consumer characteristics. Journal of Marketing 2010, 74(2):133-148.