Impacts of user-generated images in online reviews on customer engagement: A panel data analysis

被引：24

作者：

Li, Hengyun ^{[1
]}

Liu, Hongbo ^{[2
]}

Shin, Hyejo Hailey ^{[1
]}

Ji, Haipeng ^{[1
]}

机构：

[1] Hong Kong Polytech Univ, Sch Hotel & Tourism Management, Hong Kong, Peoples R China

[2] Univ Surrey, Sch Hospitality & Tourism Management, Guildford GU2 7XH, Surrey, England

来源：

TOURISM MANAGEMENT | 2024年 / 101卷

基金：

中国国家自然科学基金;

关键词：

Customer-generated images; Customer engagement; Panel data; Machine learning; Online review; SOCIAL-MEDIA ENGAGEMENT; INCONGRUENT INFORMATION; SCALE DEVELOPMENT; BRAND-NAME; PRICE; AMBIVALENCE; PRODUCT; EXPECTANCY; TOURISM; PERCEPTIONS;

D O I：

10.1016/j.tourman.2023.104855

中图分类号：

X [环境科学、安全科学];

学科分类号：

08 ; 0830 ;

摘要：

Visual content has become an integral component of customers' experience sharing, with customers increasingly searching for visual content in online reviews prior to making purchases. This study examines the effects of customer-generated images in online reviews on subsequent customer engagement using a multimethod design combining computer vision technique and panel data analysis. Based on online review data for 300 restaurants, findings revealed the following: 1) the ratio of pictorial reviews positively influenced subsequent review volume and average review length, whereas the effect on subsequent review valence was not significant; 2) review text-photo sentiment disparity had a complex impact on customer engagement (i.e., an inverse U-shaped relationship with subsequent review volume and a positive and negative linear relationship with subsequent average review length and review valence, respectively); and 3) business price level could mitigate the above effects. This study contributes to the literature on electronic word of mouth and customer engagement.

引用

页数：18

共 134 条

[1] EFFECTS OF PERSONALIZED RECOMMENDATIONS VERSUS AGGREGATE RATINGS ON POST-CONSUMPTION PREFERENCE RESPONSES [J].

Adomavicius, Gediminas ;

Bockstedt, Jesse C. ;

Curley, Shawn P. ;

Zhang, Jingjing .

MIS QUARTERLY, 2022, 46 (01) :627-644

[2] Modeling attitude ambivalence and behavioral outcomes from hotel reviews [J].

Akhtar, Naeem ;

Siddiqi, Umar Iqbal ;

Akhtar, Muhammad Nadeem ;

Usman, Muhammad ;

Ahmad, Wasim .

INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2020, 32 (09) :2831-2855

[3] The role of attitude ambivalence in conflicting online hotel reviews [J].

Akhtar, Naeem ;

Sun, Jin ;

Chen, Jing ;

Akhtarb, Muhammad Nadeem .

JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT, 2020, 29 (04) :471-502

[4] Uniting the Tribes of Fluency to Form a Metacognitive Nation [J].

Alter, Adam L. ;

Oppenheimer, Daniel M. .

PERSONALITY AND SOCIAL PSYCHOLOGY REVIEW, 2009, 13 (03) :219-235

[5] Role of user-generated photos in online hotel reviews: An analytical approach [J].

An, Qingxiang ;

Ma, Yufeng ;

Du, Qianzhou ;

Xiang, Zheng ;

Fan, Weiguo .

JOURNAL OF HOSPITALITY AND TOURISM MANAGEMENT, 2020, 45 :633-640

[6]

[Anonymous], Reports

[7]

[Anonymous], 2019, An Introduction to Yelp Metrics as of March 31, 2019

[8]

Baumeister R. F., 2001, REV GEN PSYCHOL, V5, P323, DOI [DOI 10.1037/10892680.5.4.323, DOI 10.1037/1089-2680.5.4.323, 10.1037/1089-2680.5.4.323]

[9]

Bell A., 2019, QUAL QUANT, V53, P1051, DOI [DOI 10.1007/S11135-018-0802-X, DOI 10.1007/S11135-018-0802-X/FIGURES/2]

[10] The role of customer engagement facets on the formation of attitude, loyalty and price perception [J].

Bergel, Maxi ;

Frank, Phillip ;

Brock, Christian .

JOURNAL OF SERVICES MARKETING, 2019, 31 (07) :890-903

← 1 2 3 4 5 6 7 8 9 10 →