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Consumer perceptions of information helpfulness and determinants of purchase intention in online consumer reviews of services

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.

Publication metadata

Author(s): Filieri R, McLeay F, Tsui B, Lin Z

Publication type: Article

Publication status: Published

Journal: Information & Management

Year: 2018

Volume: 55

Issue: 8

Pages: 956-970

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


DOI: 10.1016/


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