Perceived helpfulness of eWOM: Emotions, fairness and rationality. (March 2020)

• Record Type: Journal Article
• Authors: Ismagilova, Elvira; Dwivedi, Yogesh K.; Slade, Emma
• Is Part Of: Journal of retailing and consumer services. Volume 53(2020)
• Publication Date: 2020-03
• Subjects: Online review -- Helpfulness -- Negative emotions; Retail trade -- Periodicals; Service industries -- Periodicals; Customer services -- Periodicals; Commerce de détail -- Périodiques; Service à la clientèle -- Périodiques; Customer services; Retail trade; Periodicals; 658.87
• DOI: 10.1016/j.jretconser.2019.02.002
• Languages: English
• ISSNs: 0969-6989

Abstract

Abstract: Consumers use online reviews to help make informed purchase decisions. This paper extends existing research by examining how content of online reviews influences perceptions of helpfulness by demonstrating how different emotions can influence helpfulness of both product and service online reviews beyond a valence-based approach using cognitive appraisal theory and attribution theory. This research contributes to existing knowledge regarding the theory of information processing, attribution theory, and cognitive appraisal theory of emotions. Using findings from this study, practitioners can make review websites more user-friendly which will help readers avoid information overload and make more informed purchase decisions.