Quality and effectiveness in web-based customer support systems
Information and Management
Examining customers' trust in online vendors and their dropout decisions: An empirical study
Electronic Commerce Research and Applications
Journal of Management Information Systems
When Online Reviews Meet Hyperdifferentiation: A Study of the Craft Beer Industry
Journal of Management Information Systems
International Journal of Electronic Commerce
Key factors in forming an e-marketplace: An empirical analysis
Electronic Commerce Research and Applications
Sharing secure m-coupons for peer-generated targeting via eWOM communications
Electronic Commerce Research and Applications
A helpfulness modeling framework for electronic word-of-mouth on consumer opinion platforms
ACM Transactions on Intelligent Systems and Technology (TIST)
Expert Systems with Applications: An International Journal
International Journal of Electronic Commerce
Computer-mediated persuasion in online reviews: Statistical versus narrative evidence
Computers in Human Behavior
Expert Systems with Applications: An International Journal
The impact of electronic word-of-mouth communication: A literature analysis and integrative model
Decision Support Systems
Electronic word of mouth analysis for service experience
Expert Systems with Applications: An International Journal
Journal of Management Information Systems
Computers in Human Behavior
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Online consumer reviews involving experiences, evaluations and opinions on products from previous consumers play two roles - an informant and a recommender. These two roles affect a consumer's intention. However, there is a conflict between two roles when a large number of reviews are offered. From the perspective of the recommender role, consumers have more favorable attitude toward a product as a greater number of positive reviews are offered while consumers may be confronted with too much information, which results in information overload. This study investigates what consequences the tradeoff between two roles has on purchasing intention depending on consumer involvement.