1,010
Views
15
CrossRef citations to date
0
Altmetric
Original Articles

Determinants and Impact of Online Reviews on Product Satisfaction

&

References

  • Akar, E., and B. Topçu. 2011. An examination of the factors influencing consumers' attitudes toward social media marketing. Journal of Internet Commerce 10(1):35–67. doi:10.1080/15332861.2011.558456.
  • Baek, H., J. H. Ahn, and Y. Choi. 2012. Helpfulness of online consumer reviews: readers’ objectives and review cues. International Journal of Electronic Commerce 17(2):99–126. doi:10.2753/JEC1086-4415170204.
  • Bidmon, S. 2016. How does attachment style influence the brand attachment – brand trust and brand loyalty chain in adolescents? International Journal of Advertising 36(1):164–89. doi:10.1080/02650487.2016.1172404.
  • Black, H., and S. W. Kelley. 2009. A storytelling perspective on online customer reviews reporting service failure and recovery. Journal of Travel and Tourism Marketing 26(2):169–79. doi:10.1080/10548400902864768.
  • Browne, M. W., and R. Cudeck. 1989. Single sample Cross-Validation indices for covariance structures. Multivariate Behavioral Research 24(4):445–55. doi:10.1207/s15327906mbr2404_4.
  • Byrne, B. M. 1994. Structural equation modeling with EQS and EQS/Windows. Newbury Park, CA, Sage.
  • Chae, B., and J. A. Hoegg. 2013. The future looks ‘right’: Effects of the horizontal location of advertising images on product attitude. Journal of Consumer Research 40(2):223–38. doi:10.1086/669476.
  • Chakraborty, U., and S. Bhat. 2018. Effect of credible reviews on brand image: A mixed method approach. IIM Kozhikode Society and Management Review 7(1):1–12. doi:10.1177/2277975217733873.
  • Changchit, C., R. Cutshall, R. Lonkani, K. Pholwan, and R. Pongwiritthon. 2019. Determinants of online shopping influencing thai consumer’s buying choices. Journal of Internet Commerce 18(1):1–23. doi:10.1080/15332861.2018.1496391.
  • Chen-Yu, J., J. Kim, and H.-L. Lin. 2017. Antecedents of product satisfaction and brand satisfaction at product receipt in an online apparel shopping context. Journal of Global Fashion Marketing 8(3):207–19. doi:10.1080/20932685.2017.1298460.
  • Chou, S., S. Picazo-Vela, and J. Pearson. 2013. The effect of online review configurations, prices, and personality on online purchase decisions: A study of online review profiles on eBay. Journal of Internet Commerce 12(2):131–53. doi:10.1080/15332861.2013.817862.
  • Corbitt, B. J., T. Thanasankit, and H. Yi. 2003. Trust and E-Commerce: A study of consumer perceptions. Electronic Commerce Research and Applications 2(3):203–15. doi:10.1016/S1567-4223(03)00024-3.
  • Fan, L., and Y.-H. Suh. 2014. Why do users switch to a disruptive technology? An empirical study based on expectation-disconfirmation theory. Information and Management 51(2):240–8.
  • Hair, J. F., W. C. Black, B. J. Babin, and R. E. Anderson. 2009. Multivariate data analysis: A global perspective. 7th ed. Upper Saddle River, NJ: Prentice Hall.
  • Ho-Dac, N. N., S. J. Carson, and W. L. Moore. 2013. The effects of positive and negative online customer reviews: Do brand strength and category maturity matter? Journal of Marketing 77(6):37–53. doi:10.1509/jm.11.0011.
  • Horton, A. 2018. “A man was sentenced to 9 months in prison. His crime? Posting Fake Reviews on TripAdvisor.” Washington Post. https://www.washingtonpost.com/world/2018/09/12/man-tried-sell-fake-tripadvisor-reviews-hes-going-prison-after-landmark-ruling-italy/?noredirect=on&utm_term=.69032dc5bee9 (accessed October 16 2018).
  • Hu, L.-T., and P. M. Bentler. 1995. Evaluating model fit. In Structural equation modeling: concepts, issues, and applications. ed. by R. H. Hoyle, 76–99. Thousand Oaks, CA: Sage Publication.
  • Huang, H.-H. 2015. The probability model of expectation disconfirmation process. Journal of Marketing Analytics 3(1):11–6. doi:10.1057/s41270-017-0012-8.
  • Intana, M., C. Chansa-Ngavej, and C. Changchit. 2013. Factors encouraging the internet banking adoption in Thailand. International Journal of Electronic Finance 7(3/4):196–212. doi:10.1504/IJEF.2013.058602.
  • Jang, S., A. Prasad, and B. T. Ratchford. 2012. How consumers use product reviews in the purchase decision process. Marketing Letters 23(3):825–38. doi:10.1007/s11002-012-9191-4.
  • Jensen, M. L., J. M. Averbeck, Z. Zhang, and K. B. Wright. Summer 2013. Credibility of anonymous online product reviews: A language expectancy perspective. Journal of Management Information Systems 30(1):293–323. doi:10.2753/MIS0742-1222300109.
  • Jiang, Z., and I. Benbasat. 2004. Virtual product experience: Effects of visual and functional control of products on perceived diagnosticity and flow in electronic shopping. Journal of Management Information Systems 21(3):111–47. doi:10.1080/07421222.2004.11045817.
  • Khamitov, M., X. Wang, and M. Thomson. 2019. How well do Consumer-Brand relationships drive customer brand loyalty? Generalizations from a Meta-Analysis of brand relationship elasticities. Journal of Consumer Research 46(3):435–59. doi:10.1093/jcr/ucz006.
  • Klaus, T., and C. Changchit. 2019. Toward an understanding of consumer attitudes on online review usage. Journal of Computer Information Systems 59(3):277–86. doi:10.1080/08874417.2017.1348916.
  • Kline, R. B. 1998. Principles and practice of structural equation modeling. New York, NY: Guilford.
  • Lai, J., P. He, H.-M. Chou, and L. Zhou. 2013. Impact of national culture on online consumer review behavior. Global Journal of Business Research 7(1):109–15.
  • Lee, H. 2012. Attributes of online review systems: An environmental design perspective. Journal of Global Fashion Marketing 3(4):158–71. doi:10.1080/20932685.2012.10600846.
  • Lin, C., Y.-H. Wei, and W. Lekhawipat. 2018. Time effect of disconfirmation on online shopping. Behaviour and Information Technology 37(1):87–101. doi:10.1080/0144929X.2017.1406004.
  • Luo, X., H. Li, J. Zhang, and J. P. Shim. 2010. Examining Multi-Dimensional trust and Multi-faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services. Decision Support Systems 49(2):222–34. doi:10.1016/j.dss.2010.02.008.
  • Mano, H., and R. L. Oliver. 1993. Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling, and satisfaction. Journal of Consumer Research 20(3):451–66. doi:10.1086/209361.
  • Markopoulos, P. M., R. Aron, and L. H. Ungar. 2016. Product information websites: Are they good for consumers? Journal of Management Information Systems 33(3):624–51.
  • Messner, C., and M. Wanke. 2011. Unconscious information processing reduces information overload and increases product satisfaction. Journal of Consumer Psychology 21(1):9–13. doi:10.1016/j.jcps.2010.09.010.
  • Nassauer, S. 2011. “A New Sales Model: Employees.” The Wall Street Journal. March 17. https://www.wsj.com/articles/SB10001424052748703899704576204413874760334 (accessed September 12, 2019)..
  • Oliveira, T., M. Alhinho, P. Rita, and G. Dhillon. 2017. Modelling and testing consumer trust dimensions in E-Commerce. Computers in Human Behavior 71:153–64. doi:10.1016/j.chb.2017.01.050.
  • Oliver, R. L. 1980. A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research 17(4):460. doi:10.2307/3150499.
  • Ott, M., Y. Choi, C. Cardie, and J. Hancock. 2011. “Finding Deceptive Opinion Spam by Any Stretch of the Imagination. 49th Annual Meeting of the Association for Computational Linguistics, Portland, OR.
  • Park, D.-H., J. Lee, and I. Han. 2007. The effect of On-Line consumer reviews on consumer purchasing intention: The moderating role of involvement. International Journal of Electronic Commerce 11(4):125–48. doi:10.2753/JEC1086-4415110405.
  • Paulssen, M., R. Roulet, and S. Wilke. 2014. Risk as moderator of the trust-loyalty relationship. European Journal of Marketing 48(5/6):964–81. doi:10.1108/EJM-11-2011-0657.
  • Podsakoff, P. M., S. B. MacKenzie, J.-Y. Lee, and N. P. Podsakoff. 2003. Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology 88(5):879–903. doi:10.1037/0021-9010.88.5.879.
  • Podsakoff, P. M., S. B. MacKenzie, and N. P. Podsakoff. 2012. Sources of method bias in social science research and recommendations on how to control it. Annual Review of Psychology 63(1):539–69. doi:10.1146/annurev-psych-120710-100452.
  • Qazi, A., A. Tamjidyamcholo, R. G. Raj, G. Hardaker, and C. Standing. 2017. Assessing consumers' satisfaction and expectations through online opinions: Expectation and disconfirmation approach. Computers in Human Behavior 75:450–60. doi:10.1016/j.chb.2017.05.025.
  • Remus, W. 1986. Graduate students as surrogates for managers in experiments on business decision making. Journal of Business Research 14(1):19–25. doi:10.1016/0148-2963(86)90053-6.
  • Roni, S. M. 2014. “Introduction to SPSS.” School of Business, Edith Cowan University, Australia. http://www.researchgate.net/publication/262151892_Introduction_to_SPSS (accessed October 7, 2018).
  • Roy, G., B. Datta, and R. Basu. 2017. Trends and future directions in online marketing research. Journal of Internet Commerce 16(1):1–31. doi:10.1080/15332861.2016.1258929.
  • Schumacker, R. E., and R. G. Lomax. 2004. A beginner’s guide to structural equation modeling. 2nd ed. Mahwah, NJ: Lawrence Erlbaum.
  • Shan, Y. 2016. How credible are online product reviews? The effects of Self-Generated and System-Generated cues on source credibility evaluation. Computers in Human Behavior 55B: 633–41. doi:10.1016/j.chb.2015.10.013.
  • Siering, M., J. Muntermann, and B. Rajagopalan. 2018. Explaining and predicting online review helpfulness: The role of content and Reviewer-related signals. Decision Support Systems 108:1–12. doi:10.1016/j.dss.2018.01.004.
  • Statista. 2018. “Media Advertising Spending in the United States from 2015 to 2021.” https://www.statista.com/statistics/272314/advertising-spending-in-the-us/ (accessed October 7, 2018).
  • Streitfeld, D. 2012. “For $2 a Star, an Online Retailer Gets 5-Star Product Reviews.” The New York Times. https://www.nytimes.com/2012/01/27/technology/for-2-a-star-a-retailer-gets-5-star-reviews.html (accessed January 26, 2012).
  • Streitfeld, D. 2013. “Give Yourself 5 Stars? Online, It Might Cost You.” New York Times, http://www.nytimes.com/2013/09/23/technology/give-yourself-4-stars-online-it-might-cost-you.html?_r=2& (accessed October 7, 2018).
  • Tudoran, A. A., S. O. Olsen, and D. C. Dopico. 2012. Satisfaction strength and intention to purchase a new product. Journal of Consumer Behaviour 11(5):391–405. doi:10.1002/cb.1384.
  • Ullman, J. B. 2001. Structural equation modeling. In Using multivariate statistics, ed. B. G. Tabachnick and L. S. Fidell, 4th ed., 653–771. Needham Heights, MA: Allyn & Bacon.
  • Venkatesh, V., M. G. Morris, G. B. Davis, and F. D. Davis. 2003. User acceptance of information technology: Toward a unified view. MIS Quarterly 27(3):425 doi:10.2307/30036540.
  • Venkatesh, V., and F. D. Davis. 2000. A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science 46(2):186–204. doi:10.1287/mnsc.46.2.186.11926.
  • Verkasalo, H. 2018. The E-commerce ecosystem: The state of cross-device digital shopping. Verto Analytics. http://insights.vertoanalytics.com/the-e-commerce-ecosystem-thestate-of-cross-device-digital-shopping.
  • Von Helversen, B., K. Abramczuk, W. Kopec, and R. Nielek. 2018. Influence of consumer reviews on online purchasing decisions in older and younger adults. Decision Support Systems 113:1–10. doi:10.1016/j.dss.2018.05.006.
  • Wang, J., and M. Wallendorf. 2006. Materialism, status signaling, and product satisfaction. Journal of the Academy of Marketing Science 34(4):494–505.
  • Wang, D., Y. Zha, G. Bi, and Y. Chen. 2018. A meta-analysis of satisfaction-loyalty relationship in E-commerce: Sample and measurement characteristics as moderators. Wireless Personal Communications 103(1):941–62. doi:10.1007/s11277-018-5488-9.
  • Zaroban, S. 2018. “U.S. E-Commerce Sales Grow 16.0% in 2017”. February 16, 2018. Internet Retailer. https://www.digitalcommerce360.com/article/us-ecommerce-sales/ (accessed August 7, 2018).
  • Zhou, T. 2012. Understanding Users’ Initial Trust in Mobile Banking: An Elaboration Likelihood Perspective. Computers in Human Behavior 28(4):1518–25. doi:10.1016/j.chb.2012.03.021.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.