Perceived helpfulness of eWOM: Emotions, fairness and rationality

Elvira Ismagilova; Yogesh K. Dwivedi; Emma Slade

doi:10.1016/j.jretconser.2019.02.002

Perceived helpfulness of eWOM: Emotions, fairness and rationality

Elvira Ismagilova^*, Yogesh K. Dwivedi, Emma Slade

^*Corresponding author for this work

School of Management - Business School

Research output: Contribution to journal › Article (Academic Journal) › peer-review

98 Citations (Scopus)

265 Downloads (Pure)

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.

Original language	English
Number of pages	13
Journal	Journal of Retailing and Consumer Services
Volume	53
Early online date	15 Feb 2019
DOIs	https://doi.org/10.1016/j.jretconser.2019.02.002
Publication status	Published - Mar 2020

Keywords

Online review
Helpfulness
Negative emotions

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This is the author accepted manuscript (AAM). The final published version (version of record) is available online via Elsevier at https://www.sciencedirect.com/science/article/pii/S0969698918309767. Please refer to any applicable terms of use of the publisher
Accepted author manuscript, 425 KBLicence: CC BY-NC-ND

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title = "Perceived helpfulness of eWOM: Emotions, fairness and rationality",

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. ",

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T2 - Emotions, fairness and rationality

AU - Ismagilova, Elvira

AU - Dwivedi, Yogesh K.

AU - Slade, Emma

PY - 2020/3

Y1 - 2020/3

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AB - 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.

KW - Online review

KW - Helpfulness

KW - Negative emotions

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U2 - 10.1016/j.jretconser.2019.02.002

DO - 10.1016/j.jretconser.2019.02.002

M3 - Article (Academic Journal)

SN - 0969-6989

VL - 53

JO - Journal of Retailing and Consumer Services

JF - Journal of Retailing and Consumer Services

ER -

Perceived helpfulness of eWOM: Emotions, fairness and rationality

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Keywords

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