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Review manipolation in the hotel industry: the case of one- time contributors
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| 1.03 MB | Adobe PDF | |||
| 392.49 KB | Adobe PDF |
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Resumo(s)
Although, review manipulation has shown to have a significant adverse impact on
consumer welfare, there is yet little understanding of which economic incentives drive this
behavior as most of the current research has focused on the characteristics that define a fake
review. The present study investigates these incentives using the innovative approach of
examining one-time contributor user reviews as an alternative measure of review manipulation.
With a sample comprising 450 hotels, registered on TripAdvisor, from the cities of Amsterdam
and Brussels two type of studies were developed encompassing both cross-sectional and panel
data analyses. The empirical results obtained show that review manipulation is sufficiently
economically important since agents with different economic incentives will indulge in review
fraud in a dissimilar extent. These incentives were found to include: the type of organizational
structure; the total number of reviews; and the attributed user bubble rating.
Descrição
Palavras-chave
Fake reviews Review manipulation Review fraud EWOM Online consumer reviews Review helpfulness Machine learning