Trust in online hotel reviews across review polarity and hotel category

TY - JOUR

T1 - Trust in online hotel reviews across review polarity and hotel category

AU - Banerjee, Snehasish

AU - Chua, Alton Y.K.

N1 - © 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.

PY - 2019/1

Y1 - 2019/1

N2 - 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.

AB - 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.

KW - online review

KW - hotel category

KW - Trust

KW - Perception

KW - review title

KW - review polarity

UR - https://www.sciencedirect.com/science/article/pii/S0747563218304503

UR - https://authors.elsevier.com/a/1XlpI2f~UW4ltt

UR - https://www.sciencedaily.com/releases/2018/10/181023110528.htm

U2 - 10.1016/j.chb.2018.09.010

DO - 10.1016/j.chb.2018.09.010

M3 - Article

SN - 0747-5632

VL - 90

SP - 265

EP - 275

JO - Computers in Human Behavior

JF - Computers in Human Behavior

ER -