Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/90560
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dc.contributorSchool of Hotel and Tourism Managementen_US
dc.creatorLi, Hen_US
dc.creatorMeng, Fen_US
dc.creatorPan, Ben_US
dc.date.accessioned2021-07-22T05:35:26Z-
dc.date.available2021-07-22T05:35:26Z-
dc.identifier.issn0959-6119en_US
dc.identifier.urihttp://hdl.handle.net/10397/90560-
dc.language.isoenen_US
dc.publisherEmerald Group Publishing Limiteden_US
dc.rights© Emerald Publishing Limited This AAM is provided for your own personal use only. It may not be used for resale, reprinting, systematic distribution, emailing, or for any other commercial purpose without the permission of the publisheren_US
dc.rightsThe following publication Li, H., Meng, F. and Pan, B. (2020), "How does review disconfirmation influence customer online review behavior? A mixed-method investigation", International Journal of Contemporary Hospitality Management, Vol. 32 No. 11, pp. 3685-3703 is published by Emerald and is available at https://dx.doi.org/10.1108/IJCHM-03-2020-0234en_US
dc.subjectCustomers’ emotional responseen_US
dc.subjectNegativity biasen_US
dc.subjectRestauranten_US
dc.subjectReview disconfirmationen_US
dc.subjectReviewing efforten_US
dc.titleHow does review disconfirmation influence customer online review behavior? A mixed-method investigationen_US
dc.typeJournal/Magazine Articleen_US
dc.identifier.spage3685en_US
dc.identifier.epage3703en_US
dc.identifier.volume32en_US
dc.identifier.issue11en_US
dc.identifier.doi10.1108/IJCHM-03-2020-0234en_US
dcterms.abstractPurpose: With the growing online review manipulation and fake reviews in the hospitality industry, it is not uncommon that a consumer encounters disconfirmation when comparing the existing online reviews with his/her own product or service evaluation. The purpose of this study is to investigate the influence of review disconfirmation on customer online review writing behavior.en_US
dcterms.abstractDesign/methodology/approach: This study used a mixed-method combining online secondary big data modeling and experimental design.en_US
dcterms.abstractFindings: Review disconfirmation influences customers’ emotional responses embedded in the review; a customer who encounters review disconfirmation tends to exert more reviewing effort, manifested by writing longer reviews; negativity bias exists in disconfirmation effects, in that negative review disconfirmation shows more significant and stronger effects than positive review disconfirmation.en_US
dcterms.abstractPractical implications: Findings from this study provide important managerial implications for business owners and marketers who attempt to influence online reviews. The study suggests that fictitious online review manipulation might be detrimental to the business.en_US
dcterms.abstractOriginality/value: This research contributes to two literature streams, including research on the social influence of online consumer reviews, and the relationship between disconfirmation and consumers’ post-consumption behavior, by extending the influence of disconfirmation from the offline context to the online context.en_US
dcterms.accessRightsopen accessen_US
dcterms.bibliographicCitationInternational journal of contemporary hospitality management, 13 Nov. 2020, v. 32, no. 11, p. 3685-3703en_US
dcterms.isPartOfInternational journal of contemporary hospitality managementen_US
dcterms.issued2020-11-
dc.identifier.scopus2-s2.0-85093822862-
dc.identifier.eissn1757-1049en_US
dc.description.validate202107 bcvcen_US
dc.description.oaAccepted Manuscripten_US
dc.identifier.FolderNumbera0984-n05-
dc.description.fundingSourceOthersen_US
dc.description.fundingTextP0030390, P0000252en_US
dc.description.pubStatusPublisheden_US
Appears in Collections:Journal/Magazine Article
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