{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,1,23]],"date-time":"2026-01-23T06:39:42Z","timestamp":1769150382007,"version":"3.49.0"},"reference-count":80,"publisher":"Emerald","issue":"4","license":[{"start":{"date-parts":[[2020,5,20]],"date-time":"2020-05-20T00:00:00Z","timestamp":1589932800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["OIR"],"published-print":{"date-parts":[[2020,5,20]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>This study examines the influence that the positive valence intensity of online consumer reviews (OCRs) has on the benefits that individuals perceive they have derived from consumption. A distinction is made based on whether the performance obtained during the consumption was high or low, that is, whether the product\/service met the objectives set by the consumer.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>The study is a between-subjects experiment with two manipulations: the positive valence intensity of OCRs (highly positive vs neutral-indifferent) and the performance obtained by the consumer (high vs low). The manipulations were measured on 11-point Likert-type scales, the lowest perception being scored at 0 (strongly disagree) and the highest at 10 (strongly agree). A total of 249 useable questionnaires were returned.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>The results demonstrated that the influence of positive OCRs on the consumer's perception of consumption benefits follows concave curvilinear functional forms for low performance (inverted <jats:italic>U-<\/jats:italic>shaped) and convex for high performance (<jats:italic>U-<\/jats:italic>shaped). Thus, highly positive OCRs not corroborated by performance lead to negative perceptions, whereas neutral-indifferent OCRs verified by performance create positive perceptions.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>This study goes beyond the immediate influence of positive OCRs on purchases and argues that their influence remains important for the individual's final perception of the consumption benefits that she\/he, in the event, received. In addition, the results of the present study show that OCRs are important reference points from which individuals make social judgments and comparisons during consumption. Finally, this study provides theoretical and empirical support to explain the <jats:italic>U-<\/jats:italic>shaped functional forms associated with the influence of OCRs.<\/jats:p><\/jats:sec>","DOI":"10.1108\/oir-10-2018-0304","type":"journal-article","created":{"date-parts":[[2020,5,21]],"date-time":"2020-05-21T06:56:40Z","timestamp":1590044200000},"page":"863-885","source":"Crossref","is-referenced-by-count":5,"title":["What about \u201cU\u201d? The influence of positive online consumer reviews on the individual's perception of consumption benefits"],"prefix":"10.1108","volume":"44","author":[{"given":"Blanca","family":"Hernandez-Ortega","sequence":"first","affiliation":[]}],"member":"140","reference":[{"key":"key2020062312391026800_ref001","doi-asserted-by":"crossref","first-page":"202","DOI":"10.1016\/j.ijinfomgt.2016.08.004","article-title":"Analyzing electronic word of mouth: a social commerce construct","volume":"37","year":"2017","journal-title":"International Journal of Information Management"},{"issue":"2","key":"key2020062312391026800_ref002","doi-asserted-by":"crossref","first-page":"107","DOI":"10.1177\/109467050032001","article-title":"Strengthening the satisfaction-profit chain","volume":"3","year":"2000","journal-title":"Journal of Service Research"},{"issue":"5","key":"key2020062312391026800_ref003","doi-asserted-by":"crossref","first-page":"450","DOI":"10.1108\/09564230710826241","article-title":"Perceived justice and consumption experience evaluations. A qualitative and experimental investigation","volume":"18","year":"2007","journal-title":"International Journal of Service Industry Management"},{"key":"key2020062312391026800_ref004","doi-asserted-by":"crossref","first-page":"201","DOI":"10.1007\/s10660-010-9072-y","article-title":"Gender differences in consumers' perception of online consumer reviews","volume":"11","year":"2011","journal-title":"Electronic Commerce Research"},{"issue":"3","key":"key2020062312391026800_ref005","doi-asserted-by":"crossref","first-page":"351","DOI":"10.2307\/3250921","article-title":"Understanding information systems continuance: an expectation-confirmation model","volume":"25","year":"2001","journal-title":"MIS Quarterly"},{"key":"key2020062312391026800_ref006","doi-asserted-by":"crossref","first-page":"213","DOI":"10.1016\/0148-2963(94)00047-I","article-title":"Word-of-mouth effects on short-term and long-term product judgments","volume":"32","year":"1995","journal-title":"Journal of Business Research"},{"issue":"3","key":"key2020062312391026800_ref007","doi-asserted-by":"crossref","first-page":"185","DOI":"10.1002\/mar.4220100303","article-title":"Service attributes: expectations and judgments","volume":"10","year":"1993","journal-title":"Psychology and Marketing"},{"key":"key2020062312391026800_ref008","unstructured":"BrightLocal (2019), \u201cLocal consumer review survey\u201d, available at: http:\/\/searchengineland.com\/88-consumers-trust-online-reviews-much-personal-recommendations-195803."},{"key":"key2020062312391026800_ref009","doi-asserted-by":"crossref","first-page":"59","DOI":"10.1016\/j.obhdp.2006.10.003","article-title":"Antecedents and consequences of the frequency of upward and downward social comparisons at work","volume":"102","year":"2007","journal-title":"Organizational Behavior and Human Decision Processes"},{"issue":"6","key":"key2020062312391026800_ref010","doi-asserted-by":"crossref","first-page":"1238","DOI":"10.1037\/0022-3514.59.6.1238","article-title":"The affective consequences of social comparison: either direction has its ups and downs","volume":"59","year":"1990","journal-title":"Journal of Personality and Social Psychology"},{"issue":"5","key":"key2020062312391026800_ref011","doi-asserted-by":"crossref","first-page":"745","DOI":"10.1111\/1467-6494.695162","article-title":"Neuroticism and social comparison orientation as moderators of affective responses to social comparison at work","volume":"69","year":"2001","journal-title":"Journal of Personality"},{"issue":"4","key":"key2020062312391026800_ref012","first-page":"491","article-title":"Expectations and norms in models of consumer satisfaction","volume":"19","year":"1987","journal-title":"Journal of Marketing Research"},{"issue":"1","key":"key2020062312391026800_ref013","doi-asserted-by":"crossref","first-page":"85","DOI":"10.1348\/096317905X40808","article-title":"Do social comparison and doping styles play a role in the development of burnout? Cross-sectional and longitudinal findings","volume":"79","year":"2006","journal-title":"Journal of Occupational and Organizational Psychology"},{"key":"key2020062312391026800_ref014","doi-asserted-by":"crossref","first-page":"324","DOI":"10.1016\/j.jcps.2010.11.005","article-title":"The contrasting effects of negative word of mouth in the post-consumption stage","volume":"21","year":"2011","journal-title":"Journal of Consumer Psychology"},{"issue":"3","key":"key2020062312391026800_ref015","doi-asserted-by":"crossref","first-page":"316","DOI":"10.1108\/OIR-07-2015-0225","article-title":"Can two-sided messages increase the helpfulness of online reviews?","volume":"40","year":"2016","journal-title":"Online Information Review"},{"key":"key2020062312391026800_ref016","doi-asserted-by":"crossref","first-page":"50","DOI":"10.1016\/j.dss.2014.05.002","article-title":"Do actions speak louder than voices? The signaling role of social information cues in influencing consumer purchase decisions","volume":"65","year":"2014","journal-title":"Decision Support Systems"},{"issue":"5","key":"key2020062312391026800_ref017","doi-asserted-by":"crossref","first-page":"630","DOI":"10.1108\/OIR-06-2017-0197","article-title":"The credibility and attribution of online reviews: differences between high and low product knowledge consumers","volume":"42","year":"2018","journal-title":"Online Information Review"},{"key":"key2020062312391026800_ref018","doi-asserted-by":"crossref","first-page":"739","DOI":"10.1016\/j.chb.2016.07.049","article-title":"Social comparison on Facebook: motivation, affective consequences, self-esteem, and Facebook fatigue","volume":"64","year":"2016","journal-title":"Computers in Human Behavior"},{"issue":"18","key":"key2020062312391026800_ref019","doi-asserted-by":"crossref","first-page":"1629","DOI":"10.1111\/j.1559-1816.1997.tb01617.x","article-title":"Social comparison in medically high-risk pregnant women","volume":"27","year":"1997","journal-title":"Journal of Applied Social Psychology"},{"key":"key2020062312391026800_ref020","doi-asserted-by":"crossref","first-page":"220","DOI":"10.1016\/j.chb.2014.11.046","article-title":"\u201cYour life sucks\u201d, but I think \u201cYou deserved it\u201d: social approval and disapproval of messages on FMyLife.com","volume":"44","year":"2015","journal-title":"Computers in Human Behavior"},{"key":"key2020062312391026800_ref021","doi-asserted-by":"crossref","first-page":"465","DOI":"10.1177\/0047287513478498","article-title":"Curvilinear effects of user-generated content on hotels' market share: a dynamic panel-data analysis","volume":"52","year":"2013","journal-title":"Journal of Travel Research"},{"key":"key2020062312391026800_ref022","doi-asserted-by":"crossref","first-page":"117","DOI":"10.1177\/001872675400700202","article-title":"A theory of social comparison processes","volume":"7","year":"1954","journal-title":"Human Relations"},{"issue":"2","key":"key2020062312391026800_ref023","doi-asserted-by":"crossref","first-page":"175","DOI":"10.1111\/j.2517-6161.1954.tb00159.x","article-title":"Some problems in interval estimation","volume":"16","year":"1954","journal-title":"Journal of the Royal Statistical Society, Series B (Methodological)"},{"key":"key2020062312391026800_ref024","doi-asserted-by":"crossref","first-page":"813","DOI":"10.1016\/j.chb.2016.06.023","article-title":"Subjective well-being and social media use: do personality traits moderate the impact of social comparison on Facebook?","volume":"63","year":"2016","journal-title":"Computers in Human Behavior"},{"key":"key2020062312391026800_ref025","doi-asserted-by":"crossref","first-page":"83","DOI":"10.1177\/0092070398262001","article-title":"A dyadic study of interpersonal information search","volume":"26","year":"1998","journal-title":"Journal of Academy of Marketing Science"},{"key":"key2020062312391026800_ref026","volume-title":"A First Look at Communication Theory","year":"2012","edition":"8th ed."},{"issue":"7","key":"key2020062312391026800_ref027","doi-asserted-by":"crossref","first-page":"1177","DOI":"10.1002\/smj.2399","article-title":"Thinking about U: theorizing and testing U- and inverted U-shaped relationships in strategy research","volume":"37","year":"2016","journal-title":"Strategic Management Journal"},{"issue":"4","key":"key2020062312391026800_ref028","doi-asserted-by":"crossref","first-page":"430","DOI":"10.1016\/j.im.2017.10.003","article-title":"Online customer reviews and consumer evaluation: the role of review font","volume":"55","year":"2018","journal-title":"Information and Management"},{"issue":"7","key":"key2020062312391026800_ref029","doi-asserted-by":"crossref","first-page":"905","DOI":"10.1108\/OIR-08-2016-0219","article-title":"Don't be so emotional! How tone of voice and service type affect the relationship between message valence and consumer responses to WOM in social media","volume":"41","year":"2017","journal-title":"Online Information Review"},{"key":"key2020062312391026800_ref030","doi-asserted-by":"crossref","first-page":"57","DOI":"10.1207\/S15327663JCP1101_5","article-title":"Consumers' responses to negative word-of-mouth communication: an attribution theory perspective","volume":"11","year":"2001","journal-title":"Journal of Consumer Psychology"},{"key":"key2020062312391026800_ref031","doi-asserted-by":"crossref","first-page":"479","DOI":"10.1016\/j.chb.2016.09.007","article-title":"Reading others' comments and public opinion poll results on social media: social judgment and spiral of empowerment","volume":"65","year":"2016","journal-title":"Computers in Human Behavior"},{"key":"key2020062312391026800_ref032","article-title":"Reading consumer reviews to confirm my expectations: the accelerated impact of confirmation under extreme review tones","year":"2013"},{"key":"key2020062312391026800_ref033","doi-asserted-by":"crossref","first-page":"341","DOI":"10.1016\/j.elerap.2007.05.004","article-title":"The effect of negative online consumer reviews on product attitude: an information processing view","volume":"7","year":"2008","journal-title":"Electronic Commerce Research and Applications"},{"issue":"3","key":"key2020062312391026800_ref034","doi-asserted-by":"crossref","first-page":"466","DOI":"10.1016\/j.dss.2011.02.011","article-title":"The long tail or the short tail: the category-specific impact of eWOM on sales distribution","volume":"51","year":"2011","journal-title":"Decision Support Systems"},{"issue":"4","key":"key2020062312391026800_ref035","doi-asserted-by":"crossref","first-page":"246","DOI":"10.1080\/07421222.2015.1138572","article-title":"The paradoxes of word of mouth in electronic commerce","volume":"32","year":"2015","journal-title":"Journal of Management Information Systems"},{"key":"key2020062312391026800_ref036","doi-asserted-by":"crossref","first-page":"315","DOI":"10.1007\/s10869-009-9110-8","article-title":"Modeling customer loyalty from an integrative perspective of self-determination theory and expectation-confirmation theory","volume":"24","year":"2009","journal-title":"Journal of Business Psychology"},{"issue":"1","key":"key2020062312391026800_ref037","doi-asserted-by":"crossref","first-page":"109","DOI":"10.1111\/j.1468-0084.2009.00569.x","article-title":"With or without you? The appropriate test for a u-shaped relationship","volume":"72","year":"2010","journal-title":"Oxford Bulletin of Economics and Statistics"},{"key":"key2020062312391026800_ref038","doi-asserted-by":"crossref","first-page":"133","DOI":"10.1016\/j.chb.2019.02.003","article-title":"Upward social comparison on social network sites and impulse buying: a moderated mediation model of negative affect and rumination","volume":"96","year":"2019","journal-title":"Computers in Human Behavior"},{"issue":"3","key":"key2020062312391026800_ref039","doi-asserted-by":"crossref","first-page":"444","DOI":"10.1509\/jmkr.48.3.444","article-title":"The value of social dynamics in online product ratings forums","volume":"48","year":"2011","journal-title":"Journal of Marketing Research"},{"issue":"1","key":"key2020062312391026800_ref040","doi-asserted-by":"crossref","first-page":"185","DOI":"10.2307\/20721420","article-title":"What makes a helpful review? A study of customer reviews on Amazon.com","volume":"34","year":"2010","journal-title":"MIS Quarterly"},{"issue":"2","key":"key2020062312391026800_ref041","doi-asserted-by":"crossref","first-page":"234","DOI":"10.1006\/obhd.2001.2954","article-title":"The semantics of anchoring","volume":"86","year":"2001","journal-title":"Organizational Behavior and Human Decision"},{"issue":"4","key":"key2020062312391026800_ref042","doi-asserted-by":"crossref","first-page":"480","DOI":"10.1037\/0021-9010.62.4.480","article-title":"Effect of expectation and disconfirmation on post-exposure product evaluations: an alternative interpretation","volume":"62","year":"1977","journal-title":"Journal of Applied Psychology"},{"issue":"4","key":"key2020062312391026800_ref043","first-page":"46","article-title":"A cognitive model of the antecedents and consequences of satisfaction decisions","volume":"17","year":"1980","journal-title":"Journal of Marketing Research"},{"key":"key2020062312391026800_ref044","doi-asserted-by":"crossref","first-page":"196","DOI":"10.1177\/109467059913002","article-title":"Expectation processes in satisfaction formation: a field study","volume":"1","year":"1999","journal-title":"Journal of Service Research"},{"key":"key2020062312391026800_ref045","unstructured":"ONTSI (2014), \u201cPerfil Sociodemografico de los Internautas. Analisis de datos 2014. Observatorio Nacional de las telecomunicaciones y de la sociedad de la informaci\u00f3n,\u201d available at: http:\/\/www.ontsi.red.es\/ontsi\/es\/estudios-informes\/perfil-sociodemogr%C3%A1fico-de-los-internautas-datos-ine-2014-0."},{"issue":"2","key":"key2020062312391026800_ref046","doi-asserted-by":"crossref","first-page":"67","DOI":"10.1016\/j.intmar.2011.01.002","article-title":"How much can you trust online information? Cues for perceived trustworthiness of consumer-generated online information","volume":"25","year":"2011","journal-title":"Journal of Interactive Marketing"},{"key":"key2020062312391026800_ref047","doi-asserted-by":"crossref","unstructured":"Parducci, A. (1984), \u201cValue judgments: toward a relational theory of happiness\u201d, in Eiser, J.R. (Eds), Attitudinal Judgment, Springer Series in Social Psychology, Springer, New York, NY.","DOI":"10.1007\/978-1-4613-8251-5_1"},{"issue":"4","key":"key2020062312391026800_ref048","doi-asserted-by":"crossref","first-page":"399","DOI":"10.1016\/j.elerap.2007.12.001","article-title":"The effects of consumer knowledge on message processing of electronic word-of-mouth via online consumer reviews","volume":"7","year":"2008","journal-title":"Electronic Commerce Research and Applications"},{"issue":"4","key":"key2020062312391026800_ref049","doi-asserted-by":"crossref","first-page":"386","DOI":"10.1016\/j.elerap.2007.11.004","article-title":"eWOM overload and its effect on consumer behavioral intention depending on consumer involvement","volume":"7","year":"2008","journal-title":"Electronic Commerce Research and Applications"},{"key":"key2020062312391026800_ref050","doi-asserted-by":"crossref","first-page":"67","DOI":"10.1016\/j.annals.2014.10.007","article-title":"Asymmetric effects of online consumer review","volume":"50","year":"2015","journal-title":"Annals of Tourism Research"},{"issue":"4","key":"key2020062312391026800_ref051","doi-asserted-by":"crossref","first-page":"392","DOI":"10.1287\/isre.1060.0106","article-title":"The nature and role of feedback text comments in online marketplace: implications for trust building, price premiums, and seller differentiation","volume":"17","year":"2006","journal-title":"Information Systems Research"},{"key":"key2020062312391026800_ref052","doi-asserted-by":"crossref","first-page":"221","DOI":"10.1016\/j.chb.2018.01.039","article-title":"Attachment security and social comparisons as predictors of Pinterest users' body image concerns","volume":"83","year":"2018","journal-title":"Computers in Human Behavior"},{"issue":"4","key":"key2020062312391026800_ref053","doi-asserted-by":"crossref","first-page":"244","DOI":"10.1016\/j.intmar.2012.04.002","article-title":"Balance and sequence in online reviews: how perceived usefulness affects attitudes and intentions","volume":"26","year":"2012","journal-title":"Journal of Interactive Marketing"},{"key":"key2020062312391026800_ref054","doi-asserted-by":"crossref","first-page":"260","DOI":"10.1086\/432235","article-title":"Posting versus lurking: communicating in a multiple audience context","volume":"32","year":"2005","journal-title":"Journal of Consumer Research"},{"issue":"3","key":"key2020062312391026800_ref055","doi-asserted-by":"crossref","first-page":"240","DOI":"10.1287\/isre.8.3.240","article-title":"A respecification and extension of the DeLone and McLean model of IS success","volume":"8","year":"1997","journal-title":"Information Systems Research"},{"key":"key2020062312391026800_ref056","first-page":"90","article-title":"A partial test and development of the DeLone and McLean model of IS success","volume":"4","year":"1996","journal-title":"Australian Journal of Information Systems"},{"key":"key2020062312391026800_ref057","volume-title":"Social Judgment: Assimilation and Contrast Effects in Communication and Attitude Change","year":"1961"},{"key":"key2020062312391026800_ref058","volume-title":"Attitude and Attitude Change: The Social Judgment involvement Approach","year":"1965"},{"key":"key2020062312391026800_ref059","doi-asserted-by":"crossref","first-page":"346","DOI":"10.1016\/j.jbusres.2016.08.008","article-title":"Predicting the helpfulness of online consumer reviews","volume":"70","year":"2017","journal-title":"Journal of Business Research"},{"key":"key2020062312391026800_ref060","doi-asserted-by":"crossref","first-page":"861","DOI":"10.1002\/mar.10041","article-title":"Customer familiarity and its effects on satisfaction and behavioral intentions","volume":"19","year":"2002","journal-title":"Pyschology and Marketing"},{"issue":"6","key":"key2020062312391026800_ref061","doi-asserted-by":"crossref","first-page":"1310","DOI":"10.1016\/j.tourman.2010.12.011","article-title":"The impact of online reviews on hotel booking intentions and trust","volume":"32","year":"2011","journal-title":"Tourism Management"},{"key":"key2020062312391026800_ref062","doi-asserted-by":"crossref","first-page":"115","DOI":"10.1016\/S0378-7206(01)00138-0","article-title":"Having expectations of information systems benefits: does it really matter?","volume":"40","year":"2002","journal-title":"Information and Management"},{"key":"key2020062312391026800_ref063","doi-asserted-by":"crossref","first-page":"41","DOI":"10.1509\/jm.13.0301","article-title":"Is neutral really neutral? The effects of neutral user-generated content on product sales","volume":"78","year":"2014","journal-title":"Journal of Marketing"},{"issue":"2","key":"key2020062312391026800_ref064","doi-asserted-by":"crossref","first-page":"201","DOI":"10.1108\/OIR-01-2016-0028","article-title":"Building the long bridge between visitors and customers through online general reviews","volume":"43","year":"2019","journal-title":"Online Information Review"},{"key":"key2020062312391026800_ref065","doi-asserted-by":"crossref","first-page":"99","DOI":"10.1016\/j.ijhm.2015.01.008","article-title":"Compliance with eWOM: the influence of hotel reviews on booking intention from the perspective of consumer conformity","volume":"46","year":"2015","journal-title":"International Journal of Hospitality Management"},{"issue":"4","key":"key2020062312391026800_ref066","doi-asserted-by":"crossref","first-page":"206","DOI":"10.1037\/ppm0000047","article-title":"Social comparison, social media, and self-esteem","volume":"3","year":"2014","journal-title":"Psychology of Popular Media Culture"},{"key":"key2020062312391026800_ref067","doi-asserted-by":"crossref","first-page":"179","DOI":"10.1016\/j.ijinfomgt.2015.11.005","article-title":"Social interaction-based consumer decision-making model in social commerce: the role of word of mouth and observational learning","volume":"37","year":"2017","journal-title":"International Journal of Information Management"},{"key":"key2020062312391026800_ref068","doi-asserted-by":"crossref","first-page":"482","DOI":"10.1016\/j.dss.2012.11.005","article-title":"Store survival in online marketplace: an empirical investigation","volume":"56","year":"2013","journal-title":"Decision Support Systems"},{"issue":"3","key":"key2020062312391026800_ref069","doi-asserted-by":"crossref","first-page":"372","DOI":"10.1016\/j.jretai.2015.04.007","article-title":"User reviews variance, critic reviews variance, and product sales: an exploration of customer breadth and depth effects","volume":"91","year":"2015","journal-title":"Journal of Retailing"},{"key":"key2020062312391026800_ref070","doi-asserted-by":"crossref","first-page":"27","DOI":"10.1016\/0022-1031(66)90062-X","article-title":"Motivation as a determinant of upward comparison","volume":"1","year":"1966","journal-title":"Journal of Experimental Social Psychology"},{"issue":"5","key":"key2020062312391026800_ref071","doi-asserted-by":"crossref","first-page":"760","DOI":"10.1037\/0022-3514.62.5.760","article-title":"Social comparison in everyday life","volume":"62","year":"1992","journal-title":"Journal of Personality and Social Psychology"},{"issue":"1","key":"key2020062312391026800_ref072","doi-asserted-by":"crossref","first-page":"36","DOI":"10.1007\/s10804-006-9005-0","article-title":"Frequent social comparisons and destructive emotions and behaviours: the dark side of social comparisons","volume":"13","year":"2006","journal-title":"Journal of Adult Development"},{"key":"key2020062312391026800_ref073","doi-asserted-by":"crossref","first-page":"520","DOI":"10.1177\/0146167296225009","article-title":"What is social comparison and how should we study it?","volume":"22","year":"1996","journal-title":"Personality and Social Psychology Bulletin"},{"key":"key2020062312391026800_ref074","doi-asserted-by":"crossref","first-page":"136","DOI":"10.1016\/j.chb.2014.01.027","article-title":"Should I trust him? The effects of reviewer profile characteristics on eWOM credibility","volume":"33","year":"2014","journal-title":"Computers in Human Behavior"},{"issue":"5","key":"key2020062312391026800_ref075","doi-asserted-by":"crossref","first-page":"20","DOI":"10.1080\/02642060308565622","article-title":"The moderating role of confidence in expectations and the asymmetric influence of disconfirmation on customer satisfaction","volume":"23","year":"2003","journal-title":"The Services Industries Journal"},{"key":"key2020062312391026800_ref076","doi-asserted-by":"crossref","first-page":"521","DOI":"10.1080\/026999300402781","article-title":"On bad decisions and disconfirmed expectancies: the psychology of regret and disappointment","volume":"14","year":"2000","journal-title":"Cognition and Emotion"},{"issue":"12","key":"key2020062312391026800_ref077","doi-asserted-by":"crossref","first-page":"1336","DOI":"10.1016\/j.jbusres.2009.12.011","article-title":"When does electronic word-of-mouth matter? a study of consumer product reviews","volume":"63","year":"2010","journal-title":"Journal of Business Research"},{"key":"key2020062312391026800_ref078","doi-asserted-by":"crossref","first-page":"242","DOI":"10.1007\/s11747-013-0366-1","article-title":"Nonlinear and asymmetric returns on customer satisfaction: do they vary across situations and consumers?","volume":"42","year":"2014","journal-title":"Journal of Academy of Marketing Science"},{"key":"key2020062312391026800_ref079","doi-asserted-by":"crossref","first-page":"84","DOI":"10.1509\/jmkg.69.2.84.60760","article-title":"Do satisfied customers really pay more? A study of the relationship between customer satisfaction and willingness to pay","volume":"69","year":"2005","journal-title":"Journal of Marketing"},{"issue":"4","key":"key2020062312391026800_ref080","doi-asserted-by":"crossref","first-page":"283","DOI":"10.3727\/109830508788403114","article-title":"What motivates consumers to write online travel reviews?","volume":"10","year":"2008","journal-title":"Information Technology and Tourism"}],"container-title":["Online Information Review"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/OIR-10-2018-0304\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/OIR-10-2018-0304\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T22:44:03Z","timestamp":1753397043000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/oir\/article\/44\/4\/863-885\/454143"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2020,5,20]]},"references-count":80,"journal-issue":{"issue":"4","published-print":{"date-parts":[[2020,5,20]]}},"alternative-id":["10.1108\/OIR-10-2018-0304"],"URL":"https:\/\/doi.org\/10.1108\/oir-10-2018-0304","relation":{},"ISSN":["1468-4527"],"issn-type":[{"value":"1468-4527","type":"print"}],"subject":[],"published":{"date-parts":[[2020,5,20]]}}}