Abstract
This paper investigates how users’ perception of online hotel reviews is related to trust across review polarity and hotel category. Users’ perception of both titles and descriptions of reviews was examined. Data came from a 2 (review polarity: positive and negative) x 2 (hotel category: luxury and budget) between-participants experiment. Analysis was done using the partial least squares structural equation modeling approach. Attractiveness of titles and credibility of descriptions were positively related to trust. Moreover, the relation between users’ perception of reviews and their decision to trust differed significantly across review polarity and hotel category. Implications of the findings are highlighted.
| Original language | English |
|---|---|
| Pages (from-to) | 265-275 |
| Number of pages | 11 |
| Journal | Computers in Human Behavior |
| Volume | 90 |
| DOIs | |
| Publication status | Published - Jan 2019 |
| Externally published | Yes |
Bibliographical note
Publisher Copyright:© 2018
ASJC Scopus Subject Areas
- Arts and Humanities (miscellaneous)
- Human-Computer Interaction
- General Psychology
Keywords
- Hotel category
- Online review
- Perception
- Review polarity
- Review title
- Trust