Understanding online product ratings: A customer satisfaction model
Journal of Retailing and Consumer ServicesPublished 8 August 2015
Tobias H. Engler, Patrick Winter, Michael Schulz
Citations162
SJR quartileQ1
SJR score3.44
SNIP2.99
Generate an AI Snapshot to get a quick, structured summary of this paper.
Study Snapshot
ObjectiveStudy objective
MethodsResearch methodology
PopulationPopulation studied
Sample sizeSample sizes
OutcomesStudy outcomes here
ResultsStudy results comes here
LimitationsResearch study limitations comes here
A concise AI-generated summary of the paper will appear here once you click Generate AI Snapshot.
Abstract
Online product ratings have become a major information source for customers, retailers, and manufacturers. Both practitioners and researchers predominantly interpret them as a reflection of product quality. We argue that they in fact represent the customer's satisfaction with the product. Accordingly, we present a customer satisfaction model of online product ratings which incorporates the customer's pre-purchase expectations and actual product performance as determinants of ratings. We validate our model by applying it to two datasets collected at the German website of Amazon.com. The results indicate that both factors have a significant influence on online product ratings, supporting the proposed interpretation of ratings.
Keywords
Social SciencesBusiness, Management and Accounting
Macat Library eBooksA Theory of Cognitive Dissonance
18,338 Citations2017Léon Festinger, Alexander O’Connor
Journal of MarketingConsumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence
12,701 Citations1988Valarie A. Zeithaml
A primer on partial least squares structural equation modeling (PLS-SEM)
12,631 Citations2014Joseph F. Hair, G. Tomas M. Hult +2 more
Journal of Marketing ResearchA Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
9,907 Citations1980Richard L. Oliver
Journal of the Academy of Marketing ScienceAn assessment of the use of partial least squares structural equation modeling in marketing research
7,908 Citations2011Joe F. Hair, Marko Sarstedt +2 more
Review of General PsychologyConfirmation Bias: A Ubiquitous Phenomenon in Many Guises
7,107 Citations1998Raymond S. Nickerson
Psychology Press eBooksModern Methods for Business Research
6,471 Citations1998George A. Marcoulides
This work focuses on the development of models for Structural and Configural Models for Longitudinal Categorical Data and their application to Bank Branch Performance Assessment.
Journal of Marketing ResearchThe Effect of Word of Mouth on Sales: Online Book Reviews
5,939 Citations2006Judith A. Chevalier, Dina Mayzlin
Journal of Consumer ResearchA Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research
5,613 Citations2003Cheryl Burke Jarvis, Scott MacKenzie +1 more
A set of conceptual criteria is developed that can be used to determine whether a construct should be modeled as having formative or reflective indicators, and an estimate of the extent of measurement model misspecification in the field is estimated.
Journal of MarketingA National Customer Satisfaction Barometer: The Swedish Experience
4,725 Citations1992Claes Fornell
Journal of Marketing ResearchEffects of Price, Brand, and Store Information on Buyers' Product Evaluations
4,683 Citations1991William B. Dodds, Kent B. Monroe +1 more
Journal of Marketing ResearchIndex Construction with Formative Indicators: An Alternative to Scale Development
4,616 Citations2001Adamantios Diamantopoulos, Heidi Winklhofer
Marketing ScienceThe Antecedents and Consequences of Customer Satisfaction for Firms
4,594 Citations1993Eugene W. Anderson, Mary W. Sullivan
Journal of MarketingThe American Customer Satisfaction Index: Nature, Purpose, and Findings
3,786 Citations1996Claes Fornell, Michael D. Johnson +3 more
Journal of Marketing ResearchAn Investigation into the Determinants of Customer Satisfaction
2,914 Citations1982Gilbert A. Churchill, Carol Surprenant
MIS QuarterlyWhat Makes a Helpful Online Review? A Study of Customer Reviews on Amazon.Com1
2,414 Citations2010Susan M. Mudambi, David Schuff
Image-Based Recommendations on Styles and Substitutes
2,215 Citations2015Julian McAuley, Christopher Targett +2 more
The approach is not based on fine-grained modeling of user annotations but rather on capturing the largest dataset possible and developing a scalable method for uncovering human notions of the visual relationships within.
Journal of Service ResearchCustomer Satisfaction and Word of Mouth
2,104 Citations1998Eugene W. Anderson
International Journal of Electronic CommerceThe Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement
2,065 Citations2007Do-Hyung Park, Jumin Lee +1 more
The elaboration likelihood model is used to explain how level of involvement with a product moderates these relationships, and the quality of on-line reviews has a positive effect on consumers' purchasing intention and purchasing intention increases as the number of reviews increases.
Marketing ScienceA Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction
1,958 Citations1998Ruth N. Bolton
Cognitive PsychologyOrder effects in belief updating: The belief-adjustment model
1,597 Citations1992Robin M. Hogarth, Hillel J. Einhorn
A theory of belief updating that explicitly accounts for order-effect phenomena as arising from the interaction of information-processing strategies and task characteristics is presented and shown both to account for much existing data and to make novel predictions for combinations of task characteristics where current data are sparse.
Journal of Marketing ResearchThe Effect of Price, Brand Name, and Store Name on Buyers' Perceptions of Product Quality: An Integrative Review
1,462 Citations1989Akshay R. Rao, Kent B. Monroe
MIS QuarterlyWhat makes a helpful online review? a study of customer reviews on amazon.com
1,290 Citations2010Susan M. Mudambi, David Schuff
Psychology and MarketingA conceptual model of perceived customer value in e‐commerce: A preliminary investigation
1,060 Citations2003Zhan Chen, Alan J. Dubinsky
The theoretical framework proposed in this work expands on previous efforts on perceived customer value by including new variables relevant to an e-commerce setting and by integrating several key variables into one model.
Journal of Retailing and Consumer ServicesCorporate image and corporate reputation in customers’ retention decisions in services
1,055 Citations2001Nha Nguyen, Gaston LeBlanc
MIS QuarterlyInterpretation of Formative Measurement in Information Systems Research1
1,006 Citations2009Ronald T. Cenfetelli, Geneviève Bassellier
The goal is to provide guidance relevant to the interpretation of formative measurement results through the examination of the following six issues: multicollinearity; the number of indicators specified for a formatively measured construct; the possible co-occurrence of negative and positive indicator weights; the absolute versus relative contributions made by a formative indicator; nomological network effects
Spotting fake reviewer groups in consumer reviews
747 Citations2012Arjun Mukherjee, Bing Liu +1 more
This paper studies spam detection in the collaborative setting, i.e., to discover fake reviewer groups by using several behavioral models derived from the collusion phenomenon among fake reviewers and relation models based on the relationships among groups, individual reviewers, and products they reviewed to detectfake reviewer groups.
Detecting product review spammers using rating behaviors
720 Citations2010Ee‐Peng Lim, Viet-An Nguyen +3 more
This paper identifies several characteristic behaviors of review spammers and model these behaviors so as to detect the spammers, and shows that the detected spammers have more significant impact on ratings compared with the unhelpful reviewers.
MIS QuarterlyInterpretation of formative measurement in information systems research
707 Citations2009Ronald T. Cenfetelli, Geneviève Bassellier
Journal of Marketing ResearchThe Value of Social Dynamics in Online Product Ratings Forums
674 Citations2011Wendy W. Moe, Michael Trusov
Journal of Applied PsychologyPrice, brand name, and product composition characteristics as determinants of perceived quality.
658 Citations1971Jacob Jacoby, Jerry C. Olson +1 more
International Journal of Hospitality ManagementWeb reviews influence on expectations and purchasing intentions of hotel potential customers
647 Citations2013Aurelio G. Mauri, Roberta Minazzi
Information Technology and ManagementDo online reviews affect product sales? The role of reviewer characteristics and temporal effects
602 Citations2008Nan Hu, Ling Liu +1 more
International Journal of Electronic CommerceThe Effect of Online Consumer Reviews on New Product Sales
598 Citations2012Geng Cui, Hon‐Kwong Lui +1 more
Marketing ScienceOnline Product Opinions: Incidence, Evaluation, and Evolution
581 Citations2011Wendy W. Moe, David A. Schweidel
Through simulations, this research empirically model the individual's decision to provide a product rating and investigates factors that influence this decision, and illustrates how the evolution of posted product opinions is shaped by the underlying customer base.
Journal of Business ResearchThe effects of information and company reputation on intentions to buy a business service
471 Citations1993Eunsang Yoon, Hugh J. Guffey +1 more
Journal of RetailingEffects of online communication practices on consumer perceptions of performance uncertainty for search and experience goods
417 Citations2007Danny Weathers, Subhash Sharma +1 more
Beyond the Stars: Improving Rating Predictions using Review Text Content.
400 Citations2009Gayatree Ganu, Noémie Elhadad +1 more
This paper proposes new ad-hoc and regression-based recommendation measures, that both take into account the textual component of user reviews, and shows that using textual information results in better general or personalized review score predictions than those derived from the numerical star ratings given by the users.
Corporate Reputation ReviewRepTrak™ Pulse: Conceptualizing and Validating a Short-Form Measure of Corporate Reputation
393 Citations2011Leonard J. Ponzi, Charles J. Fombrun +1 more
Can online reviews reveal a product's true quality?
382 Citations2006Nan Hu, Paul A. Pavlou +1 more
An analytical model is derived to explain when the mean can serve as a valid representation of a product's true quality, and its implication on marketing practices is discussed.
Journal of MarketingSocial Influence Effects in Online Product Ratings
362 Citations2012Shrihari Sridhar, Raji Srinivasan
The Review of Economic StudiesSome Consequences of the Habit of Judging Quality by Price
348 Citations1944T. de Scitovszky
SSRN Electronic JournalFake it Till You Make it: Reputation, Competition, and Yelp Review Fraud
293 Citations2013Michael Luca, Georgios Zervas
This work analyzes restaurant reviews identified by Yelp's filtering algorithm as suspicious, or fake, and treats these as a proxy for review fraud, finding that a restaurant is more likely to commit review fraud when its reputation is weak, or it has recently received bad reviews.
Santiago de Chile
288 Citations2012Sonia Ramírez
Electronic Commerce Research and ApplicationsDo online reviews reflect a product’s true perceived quality? An investigation of online movie reviews across cultures
234 Citations2010Noi Sian Koh, Nan Hu +1 more
An experimental study shows that under-reporting is more prevalent among U.S. online social network users than in other countries, and thus that online reviews are more reflective of a movie's true perceived quality in Chinese and Singapore than in the U.s.
Journal of Consumer PolicyTaking Fake Online Consumer Reviews Seriously
177 Citations2013Justin Malbon
A revenue sharing mechanism for federated search and advertising
99 Citations2012Marco Brambilla, Sofia Ceppi +2 more
This work proposes a new revenue sharing mechanism for federated search engines, considering different actors involved in the search results generation, and extends the existing sponsored search auctions by supporting heterogeneous participants and redistribution of monetary values to the different actors, while maintaining flexibility in the payment scheme.
Social Behavior and Personality An International JournalThe effects of online reviews on purchasing intention: The moderating role of need for cognition
93 Citations2011Chin-Lung Lin, Sheng-Hsien Lee +1 more
Journal of Consumer MarketingEMERGING POSITIONING STRATEGIES IN GLOBAL MARKETING
82 Citations1987Teresa J. Domzal, Lynette S. Unger
Lecture notes in computer scienceFake Reviews: The Malicious Perspective
56 Citations2012Theodoros Lappas
This work performs an analysis that emulates an actual attack on a real review corpus, and discusses different attack strategies, as well as the various contributing factors that determine the attack's impact.
Lecture notes in computer scienceNatural Language Processing and Information Systems
31 Citations2011Rafael Muñoz, Andrés Montoyo +1 more
AIS Electronic Library (AISeL) (Association for Information Systems)TRUSTING REVIEW MECHANISMS IN KNOWLEDGE MANAGEMENT SYSTEMS: ANTECEDENTS, OUTCOMES, AND THE ROLE OF PERCEIVED RISK
5 Citations2014Tobias H. Engler
A model to uncover the role of trust in expert and peer reviews during the knowledge application process is proposed by considering its antecedents, its outcomes, and the influence of perceived risk.
AIS Electronic Library (AISeL) (Association for Information Systems)CAN YOU TRUST ONLINE RATINGS? EVIDENCE OF SYSTEMATIC DIFFERENCES IN USER POPULATIONS
3 Citations2014Julie Wulff, Daniel Hardt
Evidence of important systematic differences is found in Danish and U.S. reviews, which has potentially far-reaching implications for the interpretation of user ratings, the use of which has exploded in recent years.