Does construction service provider's response matter? Understanding the influence of anecdotal information on online consumer decisions

The home improvement service industry is growing rapidly, and the advancement in technology has made information about service providers, such as customer reviews, accessible with a few clicks. However, the impact of anecdotal information, like reviews and a service provider's response to a rev...

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Autores principales:	Amal Ponathil, Amro Khasawneh, Kalyan Piratla, Sudeep Hegde, Vivek Sharma, Kapil Chalil Madathil
Formato:	article
Lenguaje:	EN
Publicado:	Elsevier 2021
Materias:	Electronic word of mouth (eWOM) Anecdotal information Consumer reviews Service provider's response Sensemaking Decision making Engineering (General). Civil engineering (General) TA1-2040 Building construction TH1-9745
Acceso en línea:	https://doaj.org/article/3fba6247040444b0bb2be859397f1730
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spelling	oai:doaj.org-article:3fba6247040444b0bb2be859397f17302021-12-02T05:03:42ZDoes construction service provider's response matter? Understanding the influence of anecdotal information on online consumer decisions2666-165910.1016/j.dibe.2021.100061https://doaj.org/article/3fba6247040444b0bb2be859397f17302021-09-01T00:00:00Zhttp://www.sciencedirect.com/science/article/pii/S266616592100020Xhttps://doaj.org/toc/2666-1659The home improvement service industry is growing rapidly, and the advancement in technology has made information about service providers, such as customer reviews, accessible with a few clicks. However, the impact of anecdotal information, like reviews and a service provider's response to a review, have not been studied extensively in the home improvement service industry. Using the Data Frame Theory of Sensemaking, this study investigated the combined effect of these two variables on an online consumer's decision. We recruited 360 participants through Qualtrics Research Services to participate in a 4∗3 between-subjects study. The findings suggest that when all reviews were either entirely positive or negative, i.e., consistent information, the service provider's response did not influence the customer's decision. However, when the reviews were inconsistent, the service provider's response was influential. In addition, negative reviews created a lack of trust in the information, which is a potential area for future research.Amal PonathilAmro KhasawnehKalyan PiratlaSudeep HegdeVivek SharmaKapil Chalil MadathilElsevierarticleElectronic word of mouth (eWOM)Anecdotal informationConsumer reviewsService provider's responseSensemakingDecision makingEngineering (General). Civil engineering (General)TA1-2040Building constructionTH1-9745ENDevelopments in the Built Environment, Vol 8, Iss , Pp 100061- (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	Electronic word of mouth (eWOM) Anecdotal information Consumer reviews Service provider's response Sensemaking Decision making Engineering (General). Civil engineering (General) TA1-2040 Building construction TH1-9745
spellingShingle	Electronic word of mouth (eWOM) Anecdotal information Consumer reviews Service provider's response Sensemaking Decision making Engineering (General). Civil engineering (General) TA1-2040 Building construction TH1-9745 Amal Ponathil Amro Khasawneh Kalyan Piratla Sudeep Hegde Vivek Sharma Kapil Chalil Madathil Does construction service provider's response matter? Understanding the influence of anecdotal information on online consumer decisions
description	The home improvement service industry is growing rapidly, and the advancement in technology has made information about service providers, such as customer reviews, accessible with a few clicks. However, the impact of anecdotal information, like reviews and a service provider's response to a review, have not been studied extensively in the home improvement service industry. Using the Data Frame Theory of Sensemaking, this study investigated the combined effect of these two variables on an online consumer's decision. We recruited 360 participants through Qualtrics Research Services to participate in a 4∗3 between-subjects study. The findings suggest that when all reviews were either entirely positive or negative, i.e., consistent information, the service provider's response did not influence the customer's decision. However, when the reviews were inconsistent, the service provider's response was influential. In addition, negative reviews created a lack of trust in the information, which is a potential area for future research.
format	article
author	Amal Ponathil Amro Khasawneh Kalyan Piratla Sudeep Hegde Vivek Sharma Kapil Chalil Madathil
author_facet	Amal Ponathil Amro Khasawneh Kalyan Piratla Sudeep Hegde Vivek Sharma Kapil Chalil Madathil
author_sort	Amal Ponathil
title	Does construction service provider's response matter? Understanding the influence of anecdotal information on online consumer decisions
title_short	Does construction service provider's response matter? Understanding the influence of anecdotal information on online consumer decisions
title_full	Does construction service provider's response matter? Understanding the influence of anecdotal information on online consumer decisions
title_fullStr	Does construction service provider's response matter? Understanding the influence of anecdotal information on online consumer decisions
title_full_unstemmed	Does construction service provider's response matter? Understanding the influence of anecdotal information on online consumer decisions
title_sort	does construction service provider's response matter? understanding the influence of anecdotal information on online consumer decisions
publisher	Elsevier
publishDate	2021
url	https://doaj.org/article/3fba6247040444b0bb2be859397f1730
work_keys_str_mv	AT amalponathil doesconstructionserviceprovidersresponsematterunderstandingtheinfluenceofanecdotalinformationononlineconsumerdecisions AT amrokhasawneh doesconstructionserviceprovidersresponsematterunderstandingtheinfluenceofanecdotalinformationononlineconsumerdecisions AT kalyanpiratla doesconstructionserviceprovidersresponsematterunderstandingtheinfluenceofanecdotalinformationononlineconsumerdecisions AT sudeephegde doesconstructionserviceprovidersresponsematterunderstandingtheinfluenceofanecdotalinformationononlineconsumerdecisions AT viveksharma doesconstructionserviceprovidersresponsematterunderstandingtheinfluenceofanecdotalinformationononlineconsumerdecisions AT kapilchalilmadathil doesconstructionserviceprovidersresponsematterunderstandingtheinfluenceofanecdotalinformationononlineconsumerdecisions
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Does construction service provider's response matter? Understanding the influence of anecdotal information on online consumer decisions

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