Abstract Online reviews have become irreplaceable product/service information for many consumers. However, not all consumer reviews are deemed to be helpful. Drawing upon expectation-confirmation theory and the attribute-based model of consumer decision-making, this study investigates the role of service attributes and the moderating role of service category in the prediction of extremely positive and extremely negative ratings helpfulness. This study uses latent semantic analysis and regression analysis using a sample of 490 extremely negative and 3757 extremely positive ratings of hotels from TripAdvisor.com . Results show that some product attributes discussed in consumer reviews are particularly important in the determination of the helpfulness of consumer reviews associated with extreme ratings. Findings also suggest the moderating role of service category (i.e. hotel stars) in the relationship between hotel attributes and extreme ratings helpfulness. This study stresses the importance of service attributes and classification in the evaluation of extremely positive and extremely negative ratings helpfulness. Theoretical and managerial implications are discussed.

中文翻译：

---

服务属性和类别对 eWOM 有用性的影响：使用潜在语义分析和回归分析对极端负面和正面评级的调查

摘要 在线评论已成为许多消费者不可替代的产品/服务信息。然而，并非所有消费者评论都被认为是有帮助的。本研究借鉴期望-确认理论和基于属性的消费者决策模型，研究了服务属性和服务类别在预测极正和极负评级有用性中的调节作用。本研究使用了来自 TripAdvisor.com 的 490 个极端负面和 3757 个极端正面评级的样本，使用了潜在语义分析和回归分析。结果表明，消费者评论中讨论的一些产品属性在确定与极端评级相关的消费者评论的有用性方面尤为重要。调查结果还表明服务类别（即酒店星级）在酒店属性和极端评级有用性之间的关系中的调节作用。本研究强调了服务属性和分类在评估极端正面和极端负面评级有用性中的重要性。理论和管理影响进行了讨论。