Kim, S. J., Maslowska, E., & Malthouse, E. C. (2017). Understanding the effects of different review features on purchase probability. International Journal of Advertising. Advance online publication. doi:10.1080/02650487.2017.1340928

Abstract: The role of electronic word-of-mouth (eWOM) has been recognized by marketers and academics, but little research has examined the impact of eWOM on purchase behavior. Building on dual-process models of persuasion, this study aims to disentangle the effect of different online review features (i.e. argument quality, review valence, review helpfulness, message sidedness, source credibility and reviewer recommendation). Using product reviews and purchase data from an online retailer website, we investigate the financial impact of online product reviews on purchase decisions. The results demonstrate the persuasive power of different review features that are derived from dual-process models of information processing. Managerial implications on how advertisers and companies should design and manage online product reviews are offered.

Keywords: eWOM, online product reviews, dual-process model, heuristic-systematic model, purchase behavior

Link: click here