The influence of online review exposure on reviewers’ intensity level of negative word of mouth

Paulette Rouliez, Dewi Tojib, Yelena Tsarenko

Research output: Contribution to journalArticleResearchpeer-review

Abstract

Nowadays to post online review is becoming a common practice. However, apart from limited studies, little is known how online reviews can prejudice subsequent reviews. Our three experimental studies demonstrate that following negative service experiences, reviewers are influenced by earlier posted reviews when writing their own reviews. Exposing reviewers to negative (positive) valence reviews encourages them to write reviews with a higher (lower) intensity level of negative word of mouth (n-wom). Their level of immersion in the earlier posted reviews (i.e., perceived transportation) is the underlying explanatory mechanism behind this relationship. However, this mediating effect is stronger for novice (vs. expert) reviewers. Illuminating the potential influence of online reviews, this research suggests that online reviews should not be embraced literally by consumers and firms but should be utilized judiciously to enhance their service experiences and service quality.

Original languageEnglish
Pages (from-to)712-733
Number of pages22
JournalJournal of Hospitality and Tourism Research
Volume43
Issue number5
DOIs
Publication statusPublished - Jun 2019

Keywords

  • expert reviewers
  • narrative transportation
  • online reviews
  • review valence
  • word of mouth

Cite this

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The influence of online review exposure on reviewers’ intensity level of negative word of mouth. / Rouliez, Paulette; Tojib, Dewi; Tsarenko, Yelena.

In: Journal of Hospitality and Tourism Research, Vol. 43, No. 5, 06.2019, p. 712-733.

Research output: Contribution to journalArticleResearchpeer-review

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