Online persuasion of review emotional intensity: A text mining analysis of restaurant reviews
被引:76
作者:
Li, Hengyun
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机构:
Hong Kong Polytech Univ, Sch Hotel & Tourism Management, Hong Kong, Peoples R ChinaHong Kong Polytech Univ, Sch Hotel & Tourism Management, Hong Kong, Peoples R China
Li, Hengyun
[1
]
Liu, Hongbo
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机构:
Univ Surrey, Sch Hospitality & Tourism Management, Guildford, Surrey, EnglandHong Kong Polytech Univ, Sch Hotel & Tourism Management, Hong Kong, Peoples R China
Liu, Hongbo
[2
]
Zhang, Zili
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Harbin Inst Technol, Sch Management, 92 West Dazhi St, Harbin, Peoples R ChinaHong Kong Polytech Univ, Sch Hotel & Tourism Management, Hong Kong, Peoples R China
Zhang, Zili
[3
]
机构:
[1] Hong Kong Polytech Univ, Sch Hotel & Tourism Management, Hong Kong, Peoples R China
Consumer-generated restaurant reviews are important sources in consumers' purchase decisions. The purpose of this study is to explore the impact of emotional intensity on perceived review usefulness as well as the moderating effects of review length and reviewer expertise. Data from 600,686 reviews of 300 popular restaurants in the US were obtained from Yelp. Using a text mining approach and econometric analysis, empirical results show that (1) positive emotional intensity has a negative impact on perceived review usefulness, whereas negative emotional intensity has a positive impact on perceived review usefulness; (2) among the two most prevalent discrete negative emotions in online reviews (i.e., anger and anxiety), reviews expressing anger are more useful than those expressing anxiety; and (3) review length and reviewer expertise can moderate the effect of emotional intensity on perceived review usefulness.
机构:
New York Univ, Dept Informat Operat & Management Sci, Leonarn N Stern Sch Business, New York, NY 10012 USANew York Univ, Dept Informat Operat & Management Sci, Leonarn N Stern Sch Business, New York, NY 10012 USA
Ghose, Anindya
Ipeirotis, Panagiotis G.
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New York Univ, Dept Informat Operat & Management Sci, Leonarn N Stern Sch Business, New York, NY 10012 USANew York Univ, Dept Informat Operat & Management Sci, Leonarn N Stern Sch Business, New York, NY 10012 USA
机构:
New York Univ, Dept Informat Operat & Management Sci, Leonarn N Stern Sch Business, New York, NY 10012 USANew York Univ, Dept Informat Operat & Management Sci, Leonarn N Stern Sch Business, New York, NY 10012 USA
Ghose, Anindya
Ipeirotis, Panagiotis G.
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h-index: 0
机构:
New York Univ, Dept Informat Operat & Management Sci, Leonarn N Stern Sch Business, New York, NY 10012 USANew York Univ, Dept Informat Operat & Management Sci, Leonarn N Stern Sch Business, New York, NY 10012 USA