The impact of emotionality and trust cues on the perceived trustworthiness of online reviews

Online reviews and trust cues are two core aspects of e-commerce. Based on these features, users can make informed decisions about the products and services they buy online. Although prior studies have investigated on various review characteristics, the writing style has been examined less frequentl...

Descripción completa

Guardado en:

Detalles Bibliográficos
Autores principales:	Guillermo Carbonell, Catalin-Mihai Barbu, Laura Vorgerd, Matthias Brand
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2019
Materias:	e-commerce fake reviews trust cues purchase intention online reviews Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/ef5e3d3a44e14a3a8154d63086c8e985
Etiquetas:	Agregar Etiqueta Sin Etiquetas, Sea el primero en etiquetar este registro!

id	oai:doaj.org-article:ef5e3d3a44e14a3a8154d63086c8e985
record_format	dspace
spelling	oai:doaj.org-article:ef5e3d3a44e14a3a8154d63086c8e9852021-12-02T18:31:21ZThe impact of emotionality and trust cues on the perceived trustworthiness of online reviews2331-197510.1080/23311975.2019.1586062https://doaj.org/article/ef5e3d3a44e14a3a8154d63086c8e9852019-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2019.1586062https://doaj.org/toc/2331-1975Online reviews and trust cues are two core aspects of e-commerce. Based on these features, users can make informed decisions about the products and services they buy online. Although prior studies have investigated on various review characteristics, the writing style has been examined less frequently. This empirical study simulated an e-commerce platform, in which participants (N = 124) were confronted with the reviews and helpfulness votes of other users while searching for one certain product (i.e. a laptop). The task was to rate how trustworthy or fake the reviews are, and the purchase intention after reading each review. Our results show that a factual writing style is considered more trustworthy, less fake, and entails a higher purchase intention when compared to emotional reviews. The trust cues were only relevant in interaction with variables that measure trust in the Internet as a safe environment for making monetary transactions. Furthermore, we found that trustworthiness influenced purchase intention, but the fakeness perception of the review does not yield such effects. We suggest future studies to understand this result and highlight implications for platform design.Guillermo CarbonellCatalin-Mihai BarbuLaura VorgerdMatthias BrandTaylor & Francis Grouparticlee-commercefake reviewstrust cuespurchase intentiononline reviewsBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 6, Iss 1 (2019)
institution	DOAJ
collection	DOAJ
language	EN
topic	e-commerce fake reviews trust cues purchase intention online reviews Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	e-commerce fake reviews trust cues purchase intention online reviews Business HF5001-6182 Management. Industrial management HD28-70 Guillermo Carbonell Catalin-Mihai Barbu Laura Vorgerd Matthias Brand The impact of emotionality and trust cues on the perceived trustworthiness of online reviews
description	Online reviews and trust cues are two core aspects of e-commerce. Based on these features, users can make informed decisions about the products and services they buy online. Although prior studies have investigated on various review characteristics, the writing style has been examined less frequently. This empirical study simulated an e-commerce platform, in which participants (N = 124) were confronted with the reviews and helpfulness votes of other users while searching for one certain product (i.e. a laptop). The task was to rate how trustworthy or fake the reviews are, and the purchase intention after reading each review. Our results show that a factual writing style is considered more trustworthy, less fake, and entails a higher purchase intention when compared to emotional reviews. The trust cues were only relevant in interaction with variables that measure trust in the Internet as a safe environment for making monetary transactions. Furthermore, we found that trustworthiness influenced purchase intention, but the fakeness perception of the review does not yield such effects. We suggest future studies to understand this result and highlight implications for platform design.
format	article
author	Guillermo Carbonell Catalin-Mihai Barbu Laura Vorgerd Matthias Brand
author_facet	Guillermo Carbonell Catalin-Mihai Barbu Laura Vorgerd Matthias Brand
author_sort	Guillermo Carbonell
title	The impact of emotionality and trust cues on the perceived trustworthiness of online reviews
title_short	The impact of emotionality and trust cues on the perceived trustworthiness of online reviews
title_full	The impact of emotionality and trust cues on the perceived trustworthiness of online reviews
title_fullStr	The impact of emotionality and trust cues on the perceived trustworthiness of online reviews
title_full_unstemmed	The impact of emotionality and trust cues on the perceived trustworthiness of online reviews
title_sort	impact of emotionality and trust cues on the perceived trustworthiness of online reviews
publisher	Taylor & Francis Group
publishDate	2019
url	https://doaj.org/article/ef5e3d3a44e14a3a8154d63086c8e985
work_keys_str_mv	AT guillermocarbonell theimpactofemotionalityandtrustcuesontheperceivedtrustworthinessofonlinereviews AT catalinmihaibarbu theimpactofemotionalityandtrustcuesontheperceivedtrustworthinessofonlinereviews AT lauravorgerd theimpactofemotionalityandtrustcuesontheperceivedtrustworthinessofonlinereviews AT matthiasbrand theimpactofemotionalityandtrustcuesontheperceivedtrustworthinessofonlinereviews AT guillermocarbonell impactofemotionalityandtrustcuesontheperceivedtrustworthinessofonlinereviews AT catalinmihaibarbu impactofemotionalityandtrustcuesontheperceivedtrustworthinessofonlinereviews AT lauravorgerd impactofemotionalityandtrustcuesontheperceivedtrustworthinessofonlinereviews AT matthiasbrand impactofemotionalityandtrustcuesontheperceivedtrustworthinessofonlinereviews
_version_	1718378015192252416

The impact of emotionality and trust cues on the perceived trustworthiness of online reviews

Ejemplares similares