Abstract
| Original language | English |
|---|---|
| Title of host publication | ICIS 2017 Proceedings |
| Number of pages | 12 |
| Place of Publication | Atlanta, GA |
| Publisher | Association for Information Systems. AIS Electronic Library (AISeL) |
| Publication date | 2017 |
| Publication status | Published - 2017 |
| Event | ICIS 2017: Transforming Society with Digital Innovation - Coex Convention Center , Seoul, Korea, Republic of Duration: 10 Dec 2017 → 13 Dec 2017 Conference number: 38 https://icis2017.aisnet.org/ |
Conference
| Conference | ICIS 2017 |
|---|---|
| Number | 38 |
| Location | Coex Convention Center |
| Country | Korea, Republic of |
| City | Seoul |
| Period | 10/12/2017 → 13/12/2017 |
| Internet address |
| Series | Proceedings of the International Conference on Information Systems |
|---|---|
| Volume | 2017 |
| ISSN | 0000-0033 |
Keywords
- Service diagnosticity
- Online customer reviews
- MBTI
- Psychological preferences
- Decisional process
- Decisional outcome
Cite this
}
Passing Down the Experience : Exploring the Effects of Online Customer Reviews on Service Diagnosticity. / Liu, Fei; Lim, Eric T. K.; Tan, Chee-Wee; Xiao, Bo.
ICIS 2017 Proceedings. Atlanta, GA : Association for Information Systems. AIS Electronic Library (AISeL), 2017. (Proceedings of the International Conference on Information Systems, Vol. 2017).Research output: Chapter in Book/Report/Conference proceeding › Article in proceedings › Research › peer-review
TY - GEN
T1 - Passing Down the Experience
T2 - Exploring the Effects of Online Customer Reviews on Service Diagnosticity
AU - Liu, Fei
AU - Lim, Eric T. K.
AU - Tan, Chee-Wee
AU - Xiao, Bo
PY - 2017
Y1 - 2017
N2 - Consumers are growing increasingly dependent on Online Customer Reviews (OCRs) when making consumption decisions, more so for services due to their intangibility and variability. To this end, we advance a research model that explores how numerical ratings and opinionated reviews, as key constituents of OCRs, affects consumers’ evaluation of service diagnosticity, which in turn enhances the latter’s decision making process. Furthermore, we postulate that consumers’ preference structure will determine the effectiveness of numerical ratings and opinionated reviews on service diagnosticity. Our research model was subsequently validated via a field study that was conducted on a custom developed online restaurant review site. Results suggest that numerical rating and opinionated review can amplify the effectiveness and efficiency of consumers’ decision making process by bolstering the latter’s ability to diagnose a given service. Nevertheless, the effects of numerical ratings and opinionated reviews are moderated by consumers’ preferences for content relevance and self-reference.
AB - Consumers are growing increasingly dependent on Online Customer Reviews (OCRs) when making consumption decisions, more so for services due to their intangibility and variability. To this end, we advance a research model that explores how numerical ratings and opinionated reviews, as key constituents of OCRs, affects consumers’ evaluation of service diagnosticity, which in turn enhances the latter’s decision making process. Furthermore, we postulate that consumers’ preference structure will determine the effectiveness of numerical ratings and opinionated reviews on service diagnosticity. Our research model was subsequently validated via a field study that was conducted on a custom developed online restaurant review site. Results suggest that numerical rating and opinionated review can amplify the effectiveness and efficiency of consumers’ decision making process by bolstering the latter’s ability to diagnose a given service. Nevertheless, the effects of numerical ratings and opinionated reviews are moderated by consumers’ preferences for content relevance and self-reference.
KW - Service diagnosticity
KW - Online customer reviews
KW - MBTI
KW - Psychological preferences
KW - Decisional process
KW - Decisional outcome
KW - Service diagnosticity
KW - Online customer reviews
KW - MBTI
KW - Psychological preferences
KW - Decisional process
KW - Decisional outcome
M3 - Article in proceedings
T3 - Proceedings of the International Conference on Information Systems
BT - ICIS 2017 Proceedings
PB - Association for Information Systems. AIS Electronic Library (AISeL)
CY - Atlanta, GA
ER -