当前位置: X-MOL 学术Comput. Hum. Behav. › 论文详情
Our official English website, www.x-mol.net, welcomes your feedback! (Note: you will need to create a separate account there.)
Examining the effect of reviewer expertise and personality on reviewer satisfaction: An empirical study of TripAdvisor
Computers in Human Behavior ( IF 8.957 ) Pub Date : 2021-01-01 , DOI: 10.1016/j.chb.2020.106567
Maoxin Han

Abstract Understanding the determinants of reviewer satisfaction has attracted much attention from academics and practitioners in recent years. Based on theories from information systems and personality psychology, our paper empirically analyzes how reviewer expertise and personality affect reviewer satisfaction in different contexts. Using 43,816 online reviews from TripAdvisor.com, advanced techniques of text analysis, and multiple estimation methods, reviewer expertise and personality are found to significantly affect their satisfaction with hotels. In particular, the difference in the review rating and text sentiment caused by reviewer expertise and personality is up to 0.885 and 23.43%, respectively. Second, our results show that a leisure trip positively (negatively) moderates the impact of reviewer expertise (personality) on satisfaction. By comparison, the moderating effect size of the travel type is much stronger on personality than on expertise. Third, the performance analyses display that the joint contribution of reviewer expertise and personality to the review rating and text is 50.44% and 52.89%, respectively, which demonstrates the superiority of our proposed variables in explaining reviewer satisfaction. Our findings provide important contributions to the extant literature and offer critical managerial implications to hotel managers and system developers.

中文翻译:

检查评论者专业知识和个性对评论者满意度的影响:TripAdvisor 的实证研究

摘要 近年来,了解审稿人满意度的决定因素引起了学术界和从业者的广泛关注。基于信息系统和人格心理学的理论,我们的论文实证分析了审稿人的专业知识和个性如何影响不同背景下的审稿人满意度。使用来自 TripAdvisor.com 的 43,816 条在线评论、先进的文本分析技术和多种估算方法,发现评论者的专业知识和个性会显着影响他们对酒店的满意度。尤其是评论者专业知识和个性导致的评论评分和文本情感差异分别高达0.885和23.43%。其次,我们的结果表明,休闲旅行会积极(消极)调节评论者专业知识(个性)对满意度的影响。相比之下,旅行类型的调节效应对个性的影响远大于对专业知识的影响。第三,性能分析显示,评论者专业知识和个性对评论评分和文本的共同贡献分别为 50.44% 和 52.89%,这表明我们提出的变量在解释评论者满意度方面的优越性。我们的发现对现有文献做出了重要贡献,并为酒店经理和系统开发人员提供了重要的管理意义。这证明了我们提出的变量在解释审稿人满意度方面的优越性。我们的发现对现有文献做出了重要贡献,并为酒店经理和系统开发人员提供了重要的管理意义。这证明了我们提出的变量在解释审稿人满意度方面的优越性。我们的发现对现有文献做出了重要贡献,并为酒店经理和系统开发人员提供了重要的管理意义。
更新日期:2021-01-01
down
wechat
bug