Trust in online hotel reviews across review polarity and hotel category

Snehasish Banerjee, Alton Y.K. Chua

Research output: Contribution to journalArticlepeer-review


This paper investigates how users' perception of online hotel reviews is related to trust across review polarity and hotel category. Users' perception of both titles and descriptions of reviews was examined. Data came from a 2 (review polarity: positive and negative) x 2 (hotel category: luxury and budget) between-participants experiment. Analysis was done using the partial least squares structural equation modeling approach. Attractiveness of titles and credibility of descriptions were positively related to trust. Moreover, the relation between users' perception of reviews and their decision to trust differed significantly across review polarity and hotel category. Implications of the findings are highlighted.
Original languageEnglish
Pages (from-to)265-275
Number of pages11
JournalComputers in Human Behavior
Early online date12 Sept 2018
Publication statusPublished - Jan 2019

Bibliographical note

© 2018 Elsevier Ltd. All rights reserved. This is an author-produced version of the published paper. Uploaded in accordance with the publisher’s self-archiving policy.


  • online review
  • hotel category
  • Trust
  • Perception
  • review title
  • review polarity

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