Do same-level review ratings have the same level of review helpfulness? The role of information diagnosticity in online reviews

Article

Kim, M., Han, J. and Jun, M. 2020. Do same-level review ratings have the same level of review helpfulness? The role of information diagnosticity in online reviews. Information Technology and Tourism. 22 (4), pp. 563-591. https://doi.org/10.1007/s40558-020-00191-1
TypeArticle
TitleDo same-level review ratings have the same level of review helpfulness? The role of information diagnosticity in online reviews
AuthorsKim, M., Han, J. and Jun, M.
Abstract

This research examines whether the written contents of online reviews can generate systematic differences in the review’s perceived helpfulness even with identical ratings. In addition, this research explores which underlying psychological mechanism creates the systemic differences related to helpfulness. Specifically, the results from our two experiments demonstrate that, when an online hotel review has a positive rating, written contents containing both positive and negative information is perceived as more helpful than reviews with only positive written content. In contrast, when an online hotel review has a negative rating, written contents that contain only negative information is perceived as more helpful than reviews with written content containing both positive and negative information. Importantly, our study shows that the degree of information diagnosticity in online reviews behaves as an underlying psychological mechanism in the process. Our findings not only contribute to the extant literature but also provide useful insights and practical implications for travel websites.

KeywordsInformation diagnosticity; Review rating; Online review; Review helpfulness
Sustainable Development Goals9 Industry, innovation and infrastructure
Middlesex University ThemeCreativity, Culture & Enterprise
PublisherSpringer
JournalInformation Technology and Tourism
ISSN1098-3058
Electronic1943-4294
Publication dates
Online16 Dec 2020
PrintDec 2020
Publication process dates
Accepted04 Nov 2020
Deposited12 Oct 2023
Output statusPublished
Accepted author manuscript
Digital Object Identifier (DOI)https://doi.org/10.1007/s40558-020-00191-1
Web of Science identifierWOS:000589984300002
LanguageEnglish
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