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Trust in online hotel reviews across review polarity and hotel category

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JournalComputers in Human Behavior
DateAccepted/In press - 12 Sep 2018
DateE-pub ahead of print - 12 Sep 2018
DatePublished (current) - Jan 2019
Volume90
Number of pages11
Pages (from-to)265-275
Early online date12/09/18
Original languageEnglish

Abstract

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.

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© 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.

    Research areas

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

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