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Lookup NU author(s): Professor Raffaele Filieri
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License (CC BY-NC-ND).
© 2018 Elsevier B.V. Online consumer reviews offer an unprecedented amount of information for consumers to evaluate services before purchase. We use the dual process theory to investigate consumer perceptions about information helpfulness (IH) in electronic word-of-mouth (eWOM) contexts. Results highlight that popularity signals, two-sided reviews, and expert sources (but not source trustworthiness) are perceived as helpful by consumers to assess service quality and performance. Although two-sided reviews exercise a significant influence on perceived IH, their influence on purchase intention was indirectly mediated by IH. IH predicts purchase intention and partially mediates the relationship between popularity signals, source homophily, source expertise, and purchase intention.
Author(s): Filieri R, McLeay F, Tsui B, Lin Z
Publication type: Article
Publication status: Published
Journal: Information & Management
Print publication date: 01/12/2018
Online publication date: 26/04/2018
Acceptance date: 20/04/2018
Date deposited: 21/08/2018
ISSN (print): 0378-7206
Publisher: Elsevier BV
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