Bitte verwenden Sie diesen Link, um diese Publikation zu zitieren, oder auf sie als Internetquelle zu verweisen: https://hdl.handle.net/10419/311907 
Erscheinungsjahr: 
2022
Quellenangabe: 
[Journal:] Electronic Markets [ISSN:] 1422-8890 [Volume:] 32 [Issue:] 3 [Publisher:] Springer [Place:] Berlin, Heidelberg [Year:] 2022 [Pages:] 1187-1220
Verlag: 
Springer, Berlin, Heidelberg
Zusammenfassung: 
Consumer-generated reviews play a decisive role in creating trust and facilitating transactions on digital platforms. However, prior research shows various problems, e.g., only a small number of consumers providing reviews, fake reviews, and inconsistent reviews. We use an experiment in the context of a restaurant booking platform to examine the impact of inconsistent reviews on the duration of consumers' transaction decisions. In a second experiment, we investigate the relative importance of the review components in the case of inconsistent reviews. Drawing on the dual-process theory and media richness theory, we predict that inconsistent reviews result in a longer time required for consumers' transaction decisions (H1) and lead to users' transaction decisions being predominantly based on the qualitative component (H2). Although we do not find general support that inconsistent restaurant reviews negatively determine the duration of transaction decisions, we find evidence that in the case of inconsistent restaurant reviews, the polarity of the qualitative component is crucial for both the duration of the transaction decision and the decision itself.
Schlagwörter: 
Consumer reviews
Online reviews
Inconsistent reviews
Reputation
Digital platform
Consumer decision-making
JEL: 
M31
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Dokumentart: 
Article
Dokumentversion: 
Published Version

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