| Title: | The effects of consumer experience and disconfirmation on the timing of online review : field evidence from the restaurant business | Authors: | Li, H Xie, KL Zhang, Z |
Issue Date: | Jan-2020 | Source: | International journal of hospitality management, Jan. 2020, v. 84, 102344 | Abstract: | This study investigated the effects of consumer experience and disconfirmation on the timing of online reviews. Based on a unique dataset of restaurant reservations and online reviews, the empirical results indicate that (1) there is a reverse U-shaped relationship between consumer experience and online review posting timing, i.e., consumers who have strongly dissatisfying or satisfying experiences tend to post online reviews earlier than consumers who have moderate experience; (2) the disconfirmation between a customer's experience and the average rating of prior reviews has a negative effect on his or her online review posting speed; and (3) the effect of disconfirmation on review posting speed is substantial for consumers who have strongly dissatisfying or satisfying experiences, while it is weaker for consumers who have moderate experience. | Keywords: | Consumer experience Disconfirmation Online review timing Restaurant |
Publisher: | Pergamon Press | Journal: | International journal of hospitality management | ISSN: | 0278-4319 | EISSN: | 1873-4693 | DOI: | 10.1016/j.ijhm.2019.102344 |
| Appears in Collections: | Journal/Magazine Article |
Access
View full-text via PolyU eLinks 
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.