The Reverse Effect of Reviewers’ Sentiment Tendency: The Role of Readers’ Empathy and Trust

References

• Ahmad, S. N., & Laroche, M. (2015). How do expressed emotions affect the helpfulness of a product review? Evidence from reviews using latent semantic analysis. International Journal of Electronic Commerce, 20(1), 76–111. https://doi.org/10.1007/978-3-319-10912-1_174
   Web of Science ®Google Scholar
• Alba, J. W., & Wesley Hutchinson, J. (1987). Dimensions of consumer expertise. Journal of Consumer Research, 13(4), 411–454. https://doi.org/10.1086/209080
   Web of Science ®Google Scholar
• Allard, T., Dunn, L. H., & White, K. (2020). Negative reviews, positive impact: consumer empathetic responding to unfair word of mouth. Journal of Marketing, 84(4), 86–108. https://doi.org/10.1177/0022242920924389
   Web of Science ®Google Scholar
• Barclay, L. J., & Kiefer, T. (2014). Approach or avoid? Exploring overall justice and the differential effects of positive and negative emotions. Journal of Management, 40(7), 1857–1898. https://doi.org/10.1177/0149306312441833
   Web of Science ®Google Scholar
• Berger, J. (2011). Arousal increases social transmission of information. Psychological Science, 22(7), 891–893. https://doi.org/10.1177/0956797611413294
   PubMed Web of Science ®Google Scholar
• Berger, J. (2014). Word of mouth and interpersonal communication: A review and directions for future research. Journal of Consumer Psychology, 24(4), 586–607. https://doi.org/10.1016/j.jcps.2014.05.002
   Web of Science ®Google Scholar
• Berger, J., & Milkman, K. L. (2012). What makes online content viral? Journal of Marketing Research, 49(2), 192–205. https://doi.org/10.1509/jmr.10.0353
   Web of Science ®Google Scholar
• Bharadwaj, N., Ballings, M., Naik, P. A., Moore, M., & Arat, M. M. (2022). A new livestream retail analytics framework to assess the sales impact of emotional displays. Journal of Marketing, 86(1), 27–47. https://doi.org/10.1177/00222429211013042
   Web of Science ®Google Scholar
• Campbell, C. & Farrell, J. R. (2020). More than meets the eye: The functional components underlying influencer marketing. Business Horizons, 63(4), 469–479. https://doi.org/10.1016/j.bushor.2020.03.003
   Web of Science ®Google Scholar
• Chen, P-y., Dhanasobhon, S., Smith, M. D. (2008). All reviews are not created equal: The disaggregate impact of reviews and reviewers at Amazon.com. SSRN. https://ssrn. com/abstract=918083.
   Google Scholar
• Chen, W., Gu, B., Ye, Q., & Zhu, K. X. (2019). Measuring and managing the externality of managerial responses to online customer reviews. Information Systems Research, 30(1), 81–96. https://doi.org/10.1287/isre.2018.0781
   Web of Science ®Google Scholar
• Chen, Z., & Lurie, N. H. (2013). Temporal contiguity and negativity bias in the impact of online word of mouth. Journal of Marketing Research, 50(4), 463–476. https://doi.org/10.1509/jmr.12.0063
   Web of Science ®Google Scholar
• Chetioui, Y., Benlafqih, H., & Lebdaoui, H. (2020). How fashion influencers contribute to consumers’ purchase intention. Journal of Fashion Marketing and Management, 24(3), 361–380. https://doi.org/10.1108/JFMM-08-2019-0157
   Web of Science ®Google Scholar
• Chinchanachokchai, S., Thontirawong, P., & Chinchanachokchai, P. (2021). A tale of two recommender systems: The moderating role of consumer expertise on artificial intelligence-based product recommendations. Journal of Retailing and Consumer Services, 61, 102528. https://doi.org/10.1016/j.jretconser.2021.102528
   Web of Science ®Google Scholar
• Coke, J. S., Batson, C. D., & McDavis, K. (1978). Empathic mediation of helping: A two-stage model. Journal of Personality and Social Psychology, 36(7), 752–766. https://doi.org/10.1037/0022-3514.36.7.752
   Web of Science ®Google Scholar
• De Langhe, B., Fernbach, P. M., & Lichtenstein, D. R. (2016). Navigating by the stars: Investigating the actual and perceived validity of online user ratings. Journal of Consumer Research, 42(6), 817–833. https://doi.org/10.1093/jcr/ucv047
   Web of Science ®Google Scholar
• Devlin, H. C., Jamil, Z., Ong, D. C., June, G., & Marco, I. (2014). Not as good as you think? Trait positive emotion is associated with increased self-reported empathy but decreased empathic performance. PLOS One, 9(10), e110470. https://doi.org/10.1371/journal.pone.0110470
   PubMed Web of Science ®Google Scholar
• Eisend, M., & Langner, T. (2010). Immediate and delayed advertising effects of celebrity endorsers’ attractiveness and expertise. International Journal of Advertising, 29(4), 527–546. https://doi.org/10.2501/S0265048710201336
   Web of Science ®Google Scholar
• Erlandsson, A., Björklund, F., & Bäckström, M. (2015). Emotional reactions, perceived impact and perceived responsibility mediate the identifiable victim effect, proportion dominance effect and in-group effect respectively. Organizational Behavior and Human Decision Processes, 127(4), 1–14.3. https://doi.org/10.1016/j.obhdp.2014.11.00
   Google Scholar
• Fredrickson, B. L. (1998). What good are positive emotions. Review of General Psychology, 2(3), 300–319. https://doi.org/10.1037/1089-2680.2.3.300
   PubMedGoogle Scholar
• Govil, N., & Sharma, A. (2022). Estimation of cost and development effort in scrum-based software projects considering dimensional success factors. Advances in Engineering Software, 172(4), 103209. https://doi.org/10.1016/j.advengsoft.2022.103209
   Google Scholar
• Goyal Jindal, S., & Kaur, A. (2020). Information retrieval from software bug ontology exploiting formal concept analysis. Computación y Sistemas, 24(2), 413–428. https://doi.org/10.13053/cys-24-2-3368
   Web of Science ®Google Scholar
• Gruber, J., Mauss, I. B., & Tamir, M. (2011). A dark side of happiness? How, when, and why happiness is not always good. Perspectives on Psychological Science, 6(3), 222–233. https://doi.org/10.1177/1745691611406927
   Web of Science ®Google Scholar
• Guo, Y., Zhang, K., & Wang, C. (2022). Way to success: Understanding top streamer’s popularity and influence from the perspective of source characteristics. Journal of Retailing and Consumer Services, 64, 102786. https://doi.org/10.1016/j.jretconser.2021.102786
   Web of Science ®Google Scholar
• Hamilton, R., Vohs, K. D., & McGill, A. (2014). We’ll be honest, this won’t be the best article you’ll ever read: The use of dispreferred markers in word-of-mouth communication. Journal of Consumer Research, 41(1), 197–212. https://doi.org/10.1086/675926
   Web of Science ®Google Scholar
• Havlena, W. J., & Holbrook, M. B. (1986). The varieties of consumption experience: Comparing two typologies of emotion in consumer behavior. Journal of Consumer Research, 13(3), 394–404. https://doi.org/10.1086/209078
   Web of Science ®Google Scholar
• Hawk, S. T., Fischer, A. H., & Van Kleef, G. A. (2011). Taking your place or matching your face: Two paths to empathic embarrassment. Emotion, 11(3), 502–513. https://doi.org/10.1037/a0022762
   PubMed Web of Science ®Google Scholar
• Hayes, A. F. (2013). Introduction to mediation, moderation, and conditional process analysis: A regression-based approach. The Guilford Press.
   Google Scholar
• Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the internet? Journal of Interactive Marketing, 18(1), 38–52. https://doi.org/10.1002/dir.10073
   Google Scholar
• Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(2), 132–140. https://doi.org/10.1086/208906
   Web of Science ®Google Scholar
• Hossain, M. S., & Rahman, M. F. (2022). Detection of potential customers’ empathy behavior towards customers’ reviews. Journal of Retailing and Consumer Services, 65(C), 102881. https://doi.org/10.1016/j.jretconser.2021.102881
   Google Scholar
• Hovland, C., & Weiss, W. (1951). The influence of source credibility on communication effectiveness. Public Opinion Quarterly, 15(4), 635–650. https://doi.org/10.1086/266350
   Web of Science ®Google Scholar
• Huang, P., Lurie, N. H., & Mitra, S. (2009). Searching for experience on the web: An empirical examination of consumer behavior for search and experience goods. Journal of Marketing, 73(2), 55–69. https://doi.org/10.1509/jmkg.73.2.55
   Web of Science ®Google Scholar
• Huber, J., & McCann, J. (1982). The impact of inferential beliefs on product evaluations. Journal of Marketing Research, 19(3), 324–333. https://doi.org/10.1177/002224378201900305
   Web of Science ®Google Scholar
• Hwang, K., & Zhang, Q. (2018). Influence of parasocial relationship between digital celebrities and their followers on followers’ purchase and electronic word-of-mouth intentions, and persuasion knowledge. Computers in Human Behavior, 87, 155–173. https://doi.org/10.1016/j.chb.2018.05.029
   Web of Science ®Google Scholar
• Ismagilova, E., Dwivedi, Y. K., & Slade, E. (2020). Perceived helpfulness of eWOM: Emotions, fairness and rationality. Journal of Retailing and Consumer Services, 53(1), 101748. https://doi.org/10.1016/j.jretconser.2019.02.002
   Google Scholar
• Ismagilova, E., Slade, E., Rana, N. P., & Dwivedi, Y. K. (2020). The effect of characteristics of source credibility on consumer behavior: A meta-analysis. Journal of Retailing and Consumer Services, 53, 101736. https://doi.org/10.1016/j.jretconser.2019.01.005
   Web of Science ®Google Scholar
• Jang, S., Chung, J., & Rao, V. R. (2021). The importance of functional and emotional content in online consumer reviews for product sales: Evidence from the mobile gaming market. Journal of Business Research, 130, 583–593. https://doi.org/10.1016/j.jbusres.2019.09.027
   Web of Science ®Google Scholar
• Kahle, L. R., & Homer, P. M. (1985). Physical attractive- ness of the celebrity endorser: A social adaptation perspective. Journal of Consumer Research, 11(4), 954–961. https://doi.org/10.1086/209029
   Web of Science ®Google Scholar
• Kim, J., & Gupta, P. (2012). Emotional expressions in online user reviews: How they influence consumers’ product evaluations. Journal of Business Research, 65(7), 985–992. https://doi.org/10.1016/j.jbusres.2011.04.013
   Web of Science ®Google Scholar
• Kim, J., & Song, H. (2016). Celebrity’s self-disclosure on Twitter and parasocial relationships: A mediating role of social presence. Computers in Human Behavior, 62, 570–577. https://doi.org/10.1016/j.chb.2016.03.083
   Web of Science ®Google Scholar
• King, R. A., Racherla, P., & Bush, V. D. (2014). What we know and don’t know about online word-of-mouth: A review and synthesis of the literature. Journal of Interactive Marketing, 28(3), 167–183. https://doi.org/10.1016/j.intmar.2014.02.001
   Web of Science ®Google Scholar
• Kronrod, A., & Danziger, S. (2013). “Wii will rock you!” The use and effect of figurative language in consumer reviews of hedonic and utilitarian consumption. Journal of Consumer Research, 40(4), 726–739. https://doi.org/10.1086/671998
   Web of Science ®Google Scholar
• Ku, Y.-C., Wei, C.-P., & Hsiao, H.-W. (2012). To whom should I listen? Finding reputable reviewers in opinion-sharing communities. Decision Support Systems, 53(3), 534–542. https://doi.org/10.1016/j.dss.2012.03.003
   Web of Science ®Google Scholar
• Ladhari, R., Massa, E., & Skandrani, H. (2020). YouTube vloggers’ popularity and influence: The roles of homophily, emotional attachment, and expertise. Journal of Retailing and Consumer Services, 54, 102027. https://doi.org/10.1016/j.jretconser.2019.102027
   Web of Science ®Google Scholar
• Lau-Gesk, L., & Meyers-Levy, J. (2009). Emotional persuasion: When the valence versus the resource demands of emotions influence consumers’ attitudes. Journal of Consumer Research, 36(4), 585–599. https://doi.org/10.1086/605297
   Web of Science ®Google Scholar
• Li, H., Zhang, Z., Meng, F., & Janakiraman, R. (2017). Is peer evaluation of consumer online reviews socially embedded? – An examination combining reviewer’s social network and social identity. International Journal of Hospitality Management, 67, 143–153. https://doi.org/10.1016/j.ijhm.2017.08.003
   Web of Science ®Google Scholar
• Lin, Y., Yao, D., & Chen, X. (2021). Happiness begets money: Emotion and engagement in live streaming. Journal of Marketing Research, 58(3), 417–438. https://doi.org/10.1177/00222437211002477
   Web of Science ®Google Scholar
• Longobardi, C., Borello, L., Thornberg, R., & Settanni, M. (2020). Empathy and defending behaviors in school bullying: The mediating role of motivation to defend victims. The British Journal of Educational Psychology, 90(2), 473–486. https://doi.org/10.1111/bjep.12289
   PubMed Web of Science ®Google Scholar
• Ludwig, S., de Ruyter, K., Friedman, M., Brüggen, E. C., Wetzels, M., & Pfann, G. (2013). More than words: The influence of affective content and linguistic style matches in online reviews on conversion rates. Journal of Marketing, 77(1), 87–103. https://doi.org/10.1509/jm.11.0560
   Web of Science ®Google Scholar
• Martínez-López, F. J., Anaya-Sánchez, R., Fernández Giordano, M., & Lopez-Lopez, D. (2020). Behind influencer marketing: Key marketing decisions and their effects on followers’ responses. Journal of Marketing Management, 36(7–8), 579–607. https://doi.org/10.1080/0267257X.2020.1738525
   Web of Science ®Google Scholar
• Mayer, R. C., Davis, F. D., & Schoorman, F. D. (1995). An integrative model of organizational trust. The Academy of Management Review, 20(3), 709–734. https://doi.org/10.2307/258792
   Web of Science ®Google Scholar
• McCracken, G. (1989). Who is the celebrity endorser? Cultural foundations of the endorsement process. Journal of Consumer Research, 16(3), 310–321. https://doi.org/10.1086/209217
   Web of Science ®Google Scholar
• McGraw, A. P., Warren, C., & Kan, C. (2015). Humorous complaining. Journal of Consumer Research, 41(5), 1153–1171. https://doi.org/10.2139/ssrn.2534475
   Web of Science ®Google Scholar
• McGuire, W. J. (1985). Attitudes and attitude change. In G. Lindzey & E. Aronson (Eds.), Handbook of social psychology, Gardner Lindzey and Elliot Aronson (vol. 2, pp. 233–346). Random House.
   Google Scholar
• Mcknight, D. H., & Chervany, N. L. (2002). What trust means in E-commercee-commerce customer relationships 5t: An interdisciplinary conceptual typology. Electron Commer, 6(2), 35–59. https://doi.org/10.1080/10864415.2001.11044235
   Google Scholar
• Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. MIT.
   Google Scholar
• Moore, S. G. (2015). Attitude predictability and helpfulness in online reviews: The role of explained actions and reactions. Journal of Consumer Research, 42(1), 30–44. https://doi.org/10.1093/jcr/ucv003
   Web of Science ®Google Scholar
• Moraes, M., Gountas, J., Gountas, S., & Sharma, P. (2019). Celebrity influences on consumer decision making: New insights and research directions. Journal of Marketing Management, 35(13-14), 1159–1192. https://doi.org/10.1080/0267257X.2019.1632373
   Web of Science ®Google Scholar
• Pfister, H.-R., & Telle, N.-T. (2016). Positive empathy and prosocial behavior: A neglected link. Emotion Review, 8(2), 154–163. https://doi.org/10.1177/1754073915586817
   Web of Science ®Google Scholar
• Ren, J., & Nickerson, J. V. (2019). Arousal, valence, and volume: How the influence of online review characteristics differs with respect to utilitarian and hedonic products. European Journal of Information Systems, 28(3), 272–290. https://doi.org/10.1080/0960085X.2018.1524419
   Web of Science ®Google Scholar
• Robertson, T. S. (2022). Selling on TikTok and Taobao. Harvard Business Review, 100(5), 54–58. https://hbr.org/2022/09/selling-on-tiktok-and-taobao?ab=seriesnav-spotlight
   Google Scholar
• Rocklage, M. D., & Fazio, R. H. (2020). The enhancing versus backfiring effects of positive emotion in consumer reviews. Journal of Marketing Research, 57(2), 332–352. https://doi.org/10.1177/0022243719892594
   Web of Science ®Google Scholar
• Rocklage, M. D., Rucker, D. D., & Nordgren, L. F. (2018a). The evaluative lexicon 2.0: The measurement of emotionality, extremity, and valence in language. Behavior Research Methods, 50(4), 1327–1344. https://doi.org/10.3758/S13428-017-0975-6
   PubMed Web of Science ®Google Scholar
• Rocklage, M. D., Rucker, D. D., & Nordgren, L. F. (2018b). Persuasion, emotion, and language: The intent to persuade transforms language via emotionality. Psychological Science, 29(5), 749–760. https://doi.org/10.1177/0956797617744797
   PubMed Web of Science ®Google Scholar
• Sánchez-Franco, M. J., Arenas-Márquez, F. J., & Alonso-Dos-Santos, M. (2021). Using structural topic modelling to predict users’ sentiment towards intelligent personal agents. An application for Amazon’s echo and Google Home. Journal of Retailing and Consumer Services, 63(2), 102658. https://doi.org/10.1016/j.jretconser.2021.102658
   Google Scholar
• Schindler, R. M., & Bickart, B. (2012). Perceived helpfulness of online consumer reviews: The role of message content and style. Journal of Consumer Behaviour, 11(3), 234–243. https://doi.org/10.1002/cb.1372
   Web of Science ®Google Scholar
• Schweidel, D. A., & Moe, W. W. (2014). Listening in on Social Media: A joint model of sentiment and venue format choice. Journal of Marketing Research, 51(4), 387–402. https://doi.org/10.1509/jmr.12.0424
   Web of Science ®Google Scholar
• Sen, S., & Lerman, D. (2007). Why are you telling me this? An examination into negative consumer reviews on the web. Journal of Interactive Marketing, 21(4), 76–94. https://doi.org/10.1002/dir.20090
   Web of Science ®Google Scholar
• Shang, J., Reed, A., & Croson, R. (2008). Identity congruency effects on donations. Journal of Marketing Research, 45(3), 351–361. https://doi.org/10.1509/jmkr.45.3.351
   Web of Science ®Google Scholar
• Singh, A., Jenamani, M., Thakkar, J. J., & Rana, N. P. (2022). Quantifying the effect of eWOM embedded consumer perceptions on sales: An integrated aspect-level sentiment analysis and panel data modeling approach. Journal of Business Research, 138(1), 52–64. https://doi.org/10.1016/j.jbusres.2019.09.027
   Google Scholar
• Singh, N., & Sinha, N. (2020). How perceived trust mediates merchant’s intention to use a mobile wallet technology. Journal of Retailing and Consumer Services, 52, 101894. https://doi.org/10.1016/j.jretconser.2019.101894
   Web of Science ®Google Scholar
• Spence, M. (2002). Signaling in retrospect and the informational structure of markets. American Economic Review, 92(3), 434–459. https://doi.org/10.1257/00028280260136200
   Web of Science ®Google Scholar
• Tang, T., Fang, E., & Wang, F. (2014). Is neutral really neutral? The effects of neutral user-generated content on product sales. Journal of Marketing, 78(4), 41–58. https://doi.org/10.1509/jm.13.030
   Web of Science ®Google Scholar
• Tong, X., Chen, Y., Zhou, S., & Yang, S. (2022). How background visual complexity influences purchase intention in live streaming: The mediating role of emotion and the moderating role of gender. Journal of Retailing and Consumer Services, 67(3), 103031. https://doi.org/10.1016/j.jretconser.2022.103031
   Google Scholar
• Umasuthan, H., Park, O. J., & Ryu, J. H. (2017). Influence of empathy on hotel guests’ emotional service experience. Journal of Services Marketing, 31(6), 618–635. https://doi.org/10.1108/JSM-06-2016-0220
   Web of Science ®Google Scholar
• Uribe, R., Buzeta, C., & Velásquez, M. (2016). Sidedness, commercial intent, and expertise in blog advertising. Journal of Business Research, 69(10), 4403–4410. https://doi.org/10.1016/j.jbusres.2016.04.102
   Web of Science ®Google Scholar
• Van de Ven, N., Zeelenberg, M., & Pieters, R. (2011). The envy premium in product evaluation. Journal of Consumer Research, 37(6), 984–998. https://doi.org/10.1086/657239
   Web of Science ®Google Scholar
• Wen, J., Lin, Z., Liu, X., Xiao, S. H., & Li, Y. (2021). The interaction effects of online reviews, brand, and price on consumer hotel booking decision making. Journal of Travel Research, 60(4), 846–859. https://doi.org/10.1177/0047287520912330
   Web of Science ®Google Scholar
• Wright, A. A., & Lynch, J. G. (1995). Communication effects of advertising versus direct experience when both search and experience attributes are present. Journal of Consumer Research, 21(4), 708–718. https://doi.org/10.1086/209429
   Web of Science ®Google Scholar
• Wu, H.-H., Tipgomut, P., Chung, H. F. L., & Chu, W.-K. (2020). The mechanism of positive emotions linking consumer review consistency to brand attitudes: A moderated mediation analysis. Asia Pacific Journal of Marketing and Logistics, 32(2), 575–588. https://doi.org/10.1108/APJML-03-2019-0224
   Web of Science ®Google Scholar
• Yang, M., Ren, Y., & Adomavicius, G. (2019). Understanding user-generated content and customer engagement on Facebook business pages. Information Systems Research, 30(3), 839–855. https://doi.org/10.1287/isre.2019.0834
   Web of Science ®Google Scholar
• Yin, D., Bond, S. D., & Zhang, H. (2014). Anxious or angry? Effects of discrete emotions on the perceived helpfulness of online reviews. MIS Quarterly, 38(2), 539–560. https://doi.org/10.25300/MISQ/2014/38.2.10
   Web of Science ®Google Scholar
• Yin, D., Bond, S. D., & Zhang, H. (2021). Anger in consumer reviews: Unhelpful but persuasive? MIS Quarterly, 45(3), 1059–1086. https://doi.org/10.25300/MISQ/2021/15363
   Web of Science ®Google Scholar
• Yu, W., Han, X., Ding, L., & He, M. (2021). Organic food corporate image and customer co-developing behavior: The mediating role of consumer trust and purchase intention. Journal of Retailing and Consumer Services, 59(C), 102377. https://doi.org/10.1016/j.jretconser.2020.102377
   Google Scholar
• Zafar, A. U., Qiu, J., & Shahzad, M. (2020). Do digital celebrities’ relationships and social climate matter? Impulse buying in f-commerce. Internet Research, 30(6), 1731–1762. https://doi.org/10.1108/INTR-04-2019-0142
   Web of Science ®Google Scholar
• Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22. https://doi.org/10.1177/002224298805200302
   Web of Science ®Google Scholar
• Zhang, L., Li, X. P., Zhang, F. B., & Hu, B. (2017). Research on keyword extraction and sentiment orientation analysis of educational texts. Journal of Computers, 28(6), 301–313. https://doi.org/10.3966/199115992017122806027
   Google Scholar
• Zhu, L., Yin, G., & He, W. (2014). Is this opinion leader’s review useful? Peripheral cues for online review helpfulness. Journal of Electronic Commerce Research, 15(4), 267–280. http://www.jecr.org/sites/default/files/15_4_p01.pdf
   Web of Science ®Google Scholar
• Zuo, W., Zhu, W., Chen, S., & He, X. (2019). Service quality management of online car hailing based on PCN in the sharing economy. Electronic Commerce Research and Applications, 34(C), 100827. https://doi.org/10.1016/j.elerap.2020.100941
   Google Scholar