Consumers’ responses to ambivalent online hotel reviews: The role of perceived source credibility and pre-decisional disposition
International Journal of Hospitality ManagementPublished 2 June 2010
Hui Xie, Li Miao, Pei‐Jou Kuo, Bo-Youn Lee
Citations350
SJR quartileQ1
SJR score2.73
SNIP2.59
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Abstract
Electronic word-of-mouth (eWOM) is prevalent in today's lodging market and has potential to influence consumers' decision making. This study investigated how the presence of online reviewers' personal identifying information (PII) may affect consumers' processing of ambivalent online hotel reviews and hotel booking intentions. The results of an experiment with a sample of 274 undergraduate students indicate that the presence of PII positively affects the perceived credibility of the online reviews. When coupled with ambivalent online reviews, the presence of PII significantly lowers consumers' hotel booking intentions.
Keywords
Social SciencesDecision SciencesBusiness, Management and Accounting
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