Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/90556
Title: The effects of consumer experience and disconfirmation on the timing of online review : field evidence from the restaurant business
Authors: Li, H 
Xie, KL
Zhang, Z
Issue Date: Jan-2020
Source: International journal of hospitality management, Jan. 2020, v. 84, 102344
Abstract: This study investigated the effects of consumer experience and disconfirmation on the timing of online reviews. Based on a unique dataset of restaurant reservations and online reviews, the empirical results indicate that (1) there is a reverse U-shaped relationship between consumer experience and online review posting timing, i.e., consumers who have strongly dissatisfying or satisfying experiences tend to post online reviews earlier than consumers who have moderate experience; (2) the disconfirmation between a customer's experience and the average rating of prior reviews has a negative effect on his or her online review posting speed; and (3) the effect of disconfirmation on review posting speed is substantial for consumers who have strongly dissatisfying or satisfying experiences, while it is weaker for consumers who have moderate experience.
Keywords: Consumer experience
Disconfirmation
Online review timing
Restaurant
Publisher: Pergamon Press
Journal: International journal of hospitality management 
ISSN: 0278-4319
EISSN: 1873-4693
DOI: 10.1016/j.ijhm.2019.102344
Appears in Collections:Journal/Magazine Article

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