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What is Online Reviews

Exploring the Power of Electronic Word-of-Mouth in the Services Industry
A review of a product or service made by a consumer who has experienced a service or purchased a product.
Published in Chapter:
Are Online Reviews Helpful for Consumers?: Big Data Evidence From Services Industry
David D'Acunto (University of Pisa, Italy), Annamaria Tuan (University of Bologna, Italy), and Daniele Dalli (University of Pisa, Italy)
DOI: 10.4018/978-1-5225-8575-6.ch012
This chapter explores the elements influencing online reviews' usefulness by focusing on the language that consumers use when writing online reviews and on reviewers' attributes. By using text mining tools, the authors investigate how reviews' language affects their usefulness perception (i.e., the number of times readers have marked them as useful). The dataset consists of more than 54,000 online reviews from the most frequently used e-WOM source currently available and covers the period 2005-2017. The results suggest that word count and some of reviews' linguistic features (e.g., the subjectivity score, authenticity score) influence their usefulness perception. Reviewers' attributes (i.e., their number of reviews, age, class, and gender) also affect their reviews' perceived usefulness. The chapter concludes by describing the study results' implications for theory development, for empirical research, and for managerial practice.
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More Results
The Significance of Online Reviews for Hotel Entrepreneurial Success
Evaluations posted online on diverse platforms by consumers who have used or experienced a product or services.
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Recommending Rating Values on Reviews for Designers
Reviews written online by consumers who have experience to comment on the product or service delivers on its promises.
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Analysis of Online Hotel Reviews During the COVID-19 Pandemic Using Topic Modeling
It is a review of a product or service where it reflects the opinions and experiences of a customer purchasing a product or service.
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