Quality and effectiveness in web-based customer support systems
Information and Management
Third-Party Product Review and Firm Marketing Strategy
Marketing Science
Journal of Management Information Systems
International Journal of Electronic Commerce
International Journal of Electronic Commerce
A Model of Consumer Choice of the Internet as an Information Source
International Journal of Electronic Commerce
The effect of negative online consumer reviews on product attitude: An information processing view
Electronic Commerce Research and Applications
Opinion Mining and Sentiment Analysis
Foundations and Trends in Information Retrieval
eWOM overload and its effect on consumer behavioral intention depending on consumer involvement
Electronic Commerce Research and Applications
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On-line consumer reviews, functioning both as informants and as recommenders, are important in making purchase decisions and for product sales. Their persuasive impact depends on both their quality and their quantity. This paper uses the elaboration likelihood model to explain how level of involvement with a product moderates these relationships. The study produces three major findings: (1) the quality of on-line reviews has a positive effect on consumers' purchasing intention, (2) purchasing intention increases as the number of reviews increases, and (3) low-involvement consumers are affected by the quantity rather than the quality of reviews, but high-involvement consumers are affected by review quantity mainly when the review quality is high. These findings have implications for on-line sellers in terms of how to manage on-line consumer reviews.