Abstract
The presence of impatient customers is a common phenomenon in many contexts, especially in online shopping. How to catch customers and speed up their decision speed and confidence is vital to industry players. Numerous studies have demonstrated that travelers cherish credible information. Accordingly, this study investigated the effects of social media information credibility on travelers’ decision speed and confidence under the mediating effects of heuristic information processing approach. The results revealed that heuristic approach mediated the relationship between information credibility and the various levels of subsequent perceived decision speed and confidence. On the basis of the findings, this study suggests that travelers’ perceived decision speed is more meaningful for consideration than their real decision time. Although heuristics are often associated with bias, this study proved that biased mind helped accelerate perceived decision speed and enhance decision confidence.
Similar content being viewed by others
References
Abou-Shouk MA, Khalifa GS (2017) The influence of website quality dimensions on e-purchasing behavior and e-loyalty: a comparative study of Egyptian travel agents and hotels. J Travel Tour Mark 34(5):608–623
Ajzen I, Sexton J (1999) Depth of processing, belief congruence, and attitude-behavior correspondence. In: Chaiken S, Trope Y (eds) Dual-process theories in social psychology. The Guilford Press, New York
Allen D (2011) Information behavior and decision making in time-constrained practice: a dual-processing perspective. J Am Soc Inform Sci Technol 62(11):2165–2181
Anderson JC, Gerbing DW (1988) Structural equation modeling in practice: a review and recommended two-step approach. Psychol Bull 103(3):411–423
Ayeh JK, Au N, Law R (2013) “Do we believe in TripAdvisor?” Examining credibility perceptions and online travelers’ attitude toward using user-generated content. J Travel Res 52(4):437–452
Babbie E (2011) The practice of social science. Cengage Learning, Boston
Bansal HS, Voyer PA (2000) Word-of-mouth processes within a services purchase decision context. J Serv Res 3(2):166–177
Bao Y, Bao Y, Sheng S (2011) Motivating purchase of private brands: effects of store image, product signatureness, and quality variation. J Bus Res 64(2):220–226
Behr D (2017) Assessing the use of back translation: the shortcomings of back translation as a quality testing method. Int J Soc Res Methodol 20(6):573–584
Bennett PD, Harrell GD (1975) The role of confidence in understanding and predicting buyers’ attitudes and purchase intentions. J Consum Res 2(2):110–117
Berger L, Boritz E (2012) Accounting students’ sensitivity to attributes of information integrity. Issues Account Educ 27(4):867–893
Berman JJ (2013) Principles of big data: preparing, sharing, and analyzing complex information. Morgan Kaufmann, London
Bettis-Outland H (2012) Decision-making’s impact on organizational learning and information overload. J Bus Res 65:814–820
Bonsall P (2004) Traveller behaviour: decision-making in an unpredictable world. White Rose Research Online. http://eprints.whiterose.ac.uk
Boyd DE, Bahn KD (2009) When do large product assortments benefit consumers? An information processing perspective. J Retail 85(3):288–297
Byrne BM (2009) Structural equation modeling with EQS: basic concepts, applications, and programming (2nd ed.). Lawrence Erlbaum Associates, Mahwah
Casalo LV, Flavian C, Guinaliu M, Ekinci Y (2015) Do online hotel rating schemes influence booking behaviors. Int J Hosp Manag 49:28–36
Casey WW (2006) The relationship among decision-making approaches, system thinking, and decision speed: an explanatory study (unpublished doctoral dissertation). Capella University
Chaiken S (1980) Heuristic versus systematic information processing and the use of source versus message cues in persuasion. J Pers Soc Psychol 39(5):752–766
Chaiken S, Maheswaran D (1994) Heuristic processing can bias systematic processing: effects of source credibility, argument ambiguity, and task importance on attitude judgment. J Pers Soc Psychol 66(3):460–473
Chaiken S, Trope Y (1999) Dual-process theories in social psychology. The Guilford Press, New York
Chaiken S, Liberman A, Eagly AH (1989) Heuristic and systematic processing within and beyond the persuasion context. In: Uleman JS, Bagh JA (eds) Unintended Thought. New York, Guilford
Chen J, Feng T, Shi J, Liu L, Li H (2013) Neural representation of decision confidence. Behav Brain Res 245:50–57
China internet deveopment statistic report (2015) China Internet Network Information Center. http://www.cnnic.net.cn/hlwfzyj/hlwxzbg/. Accessed 10 April 2019
Choi DKY, Au N (2011) A model of online trust for travel products. Int J Serv Technol Manag 15(1/2):132–146
Collier JE, Kimes SE (2012) Only if it is convenient: understanding how convenience influences self-service technology evaluation. J Serv Res 16(1):39–51
Cox C (2010) Balancing decision speed and decision quality: assessing the impact of business intelligence systems in high velocity environments (unpublished doctoral dissertation). TUI University
Davis F (1989) Perceived usefulness, perceived ease of use, and user acceptance of IT. MIS Q 13:319–340
Davis JM, Tuttle B (2013) A heuristic-systematic model of end-user information processing when encountering IS exceptions. Inf Manag 50(2–3):125–133
Del Campo C, Pauser S, Steiner E, Vetschera R (2016) Decision making styles and the use of heuristics in decision making. J Bus Econ 86:389–412
Dickinger A (2011) The trustworthiness of online channels for experience- and goal-directed search tasks. J Travel Res 20(4):378–390
Dinsmore DL, Parkinson MM (2013) What are confidence judgments made of? Students’ explanations for their confidence ratings and what that means for calibration. Learn Instruct 24:4–14
Djulbegovic B, Hozo I, Beckstead J, Tsalatsanis A, Pauker SG (2012) Dual processing model of medical decision-making. BMC Med Inf Decis Making 12:94. http://ww.biomedcentralcom/1472-6947/12/94
Dotan D, Meyniel F, Dehaene S (2018) On-line confidence monitoring during decision making. Cognition 171:112–121
Eisenhardt KM (1989) Making fast strategic decisions in high-velocity environments. Acad Manag J 32(3):543–576
Epstein S (1994) Integration of the cognitive and psychodynamic unconscious. Am Psychol 49:709–724
Filieri R, Alguezaui R, McLeay F (2015) Why do travelers trust TripAdvisor? Antecedents of trust towards consumer-generated media and its influence on recommendation adoption and word of mouth. Tour Manag 51:174–185
Fischer E, Reuber AR (2011) Social interaction via new social media: (how) can interactions on Twitter affect effectual thinking and behaviour? J Bus Ventur 26:1–18
Flanagin AJ, Metzger MJ (2008) The credibility of volunteered geographic information. Geo J 72:137–148
Forest AL, Wood JV (2012) When social networking is not working: individuals with low self-esteem recognize but do not reap the benefits of self-disclosure on Facebook. Psychol Sci 23(3):295–302
Fornell C, Larcker DF (1981) Evaluating structural wquation models with unobservable variables and measurement error. J Mark Res 18(1):39–50
Ghose A, Ipeirotis PG, Li B (2012) Designing ranking systems for hotels on travel search engines by mining user-generated and crowdsourced content. Mark Sci 31(3):493–520
Gigerenzer G (2008) Rationality for mortals. Oxford University Press, New York
Gigerenzer G, Brighton H (2009) Homo heuristicus: why biased minds make better inferences. Top Cogn Sci 1:107–143
Gigerenzer G, Gaissmaier W (2011) Heuristic decision making. Annu Rev Psychol 62:451–482
Griffin RJ, Neuwirth K, Giese J, Dunwoody S (2002) Linking the heuristic-systematic model and depth of processing. Commun Res 29:705–732
Hair JF, Black WC, Babin BJ, Anderson RE (eds) (2011) Multivariate data analysis. Pearson Education Asia Limited and China Machine Press, Beijing
Harmon G (1984) The measurement of information. Inf Process Manag 20(1–2):193–198
Haynes GA (2009) Testing the boundaries of the choice overload phenomenon: the effect of number of options and time pressure on decision difficulty and satisfaction. Psychol Mark 26(3):204–212
Heereman J, Walla P (2011) Stress, uncertainty and decision confidence. Appl Psyhophysiol Biofeedback 36:273–279
Heydari H, Bagherian F, Abadi JF, Shahyad S, Asadi M, Miri M, Derekhshanpur A (2011) The effect of the environment (real and virtual) and the personality on the speed of decision making. Soc Behav Sci 15:2411–2414
Hilbert M (2012) Toward a synthesis of cognitive biases: how noisy information processing can bias human decision making. Psychol Bull 138(2):211–237
Hilbig BE, Erdfelder E, Pohl RF (2012) A matter of time: antecedents of one-reason decision making based on recognition. Acta Physiol (Oxf) 141(1):9–16
Hong T (2005) The influence of structural and message features on web site credibility. J Am Soc Inform Sci Technol 57(1):114–127
Jun SH, Vogt C (2013) Travel information processing applying a dual-process model. Ann Tour Res 40:191–212
Kahneman D, Tversky A (1979) Prospect theory: an analysis of decision under risk. Econometrica 47:263–291
Kaplan AM, Haenlein M (2010) Users of the world, unite! The challenges and opportunities of social media. Bus Horiz 53:59–68
Kiani R, Corthell L, Shadlen MN (2014) Choice certainty is informed by both evidence and decision time. Neuron 84:1329–1342
Kim M (2011) The importance of customer satisfaction and delight on loyalty in the tourism and hospitality industry. Doctoral dissertation summary. Eur J Tour Res 4(2):226–228
Kim B, Kim J (2014) A batch arrival queue with impatient customers. Oper Res Lett 42(2):180–185
Kimuraa K, Murayamaa A, Miuraa A, Katayamaa J (2013) Effect of decision confidence on the evaluation of conflicting decisions in a social context. Neurosci Lett 556:176–180
Klaczynski PA (2001) Analytic and heuristic processing influences on adolescent reasoning and decision-making. Child Dev 72(3):844–861
Koufaris M (2002) Applying the technology acceptance model and flow theory to online consumer behaviour. Inf Syst Res 13(2):205–223
Kozinets RV (2002) The field behind the screen: using netnography for marketing research in online communities. J Mark Res 39(1):61–72
Krishnan K (2013) Data warehousing in the age of big data. Morgan Kaufmann, Burlington
Ku ECS, Fan YW (2009) The decision making in selecting online travel agencies: an application of analytic hierarchy process. J Travel Tour Mark 26(5–6):482–493
Kunst H, Groot D, Latthe PM, Latthe M, Khan KS (2002) Accuracy of information on apparently credible websites: survey of five common health topics. BMJ 324:581–582
Laroche M, Kim C, Zhou L (1996) Brand familiarity and confidence as determinants of purchase intention: an empirical test in a multiple brand context. J Bus Res 37:115–120
Lee K, Han H, Hwang J (2017) Developing a matrix for assessing serviceability of US online travel agency websites. Soc Behav Pers 45(1):115–126
Lim S (2013) College students’ credibility judgments and heuristics concerning Wikipedia. Inf Process Manag 49(2):405–419
Ling GM, Fern YS, Boon LK, Huat TS (2016) Understanding customer satisfaction of internet banking: a case study in Malacca. Procedia Econ Financ 37:80–85. https://doi.org/10.1016/s2212-5671(16)30096-x
Liu Z, Park S (2015) What makes a useful online review? Implication for travel product websites. Tour Manag 47:140–151
Lockenhoff CE (2011) Age, time and decision making: from processing speed to global time horizons. Ann N Y Acad Sci. https://doi.org/10.1111/j.1749-6632.2011.06209.x
Maddux RW (1980) Effects of source expertness, physical attractiveness, and supporting arguments on persuasion: a case of brains over beauty. J Pers Soc Psychol 39(2):235–244
Mata R, Nunes L (2010) When less is enough: cognitive aging, information search, and decision quality in consumer choice. Psychol Aging 25(2):289–298
Matthes JM, Ball AD (2019) Discriminant validity assessment in marketing research. Int J Market Res 61(2):210–222
Mavragani E, Nikolaidou P, Theodoraki E (2019) Traveler segmentation through Social Media for intercultural marketing purposes: the case of Halkidiki. J Tour Herit Serv Mark 5(1):15–23
Metzger M, Flanagin AJ (2013) Credibility and trust of information in online environment: the use of cognitive heuristic. J Pragnatics 59(1):210–220
Mill D (2005) Content is king: writing and editing online. Elsevier Butterworth-Heinemann, Oxford
Moon JW, Kim YG (2001) Extending the TAM for a world-wide-web context. Inf Manag 38(4):217–230
Mousavi S, Gigerenzer G (2014) Risk, uncertainty, and heuristics. J Bus Res 67(8):1671–1678
Nordhagen S, Calverley D, Foulds C, O’Keefe L, Wang XF (2014) Climate change research and credibility: balancing tensions across professional, personal, and public domains. Clim Change 125:149–162
Ohanian B (1991) The impact of celebrity spokespersons’ perceived image on consumers’ intention to purchase. J Advert Res 31(1):46–54
Pan B, Zhang L, Law R (2013) The complex matter of online hotel choice. Cornell Hosp Q 54(74):74–83
Raghunathan S (1999) Impact of information quality and decision-maker quality on decision quality: a theoretical model and simulation analysis. Decis Support Syst 26:275–286
Roehl WS, Fesenmaier DR (1992) Risk perceptions and pleasure travel: an exploratory analysis. J Travel Res 30(4):17–26
Schmallegger D, Carson D (2008) Blogs in tourism: changing approaches to information exchange. J Vacat Mark 14(2):99–110
Senecal S, Nantel J (2004) The influence of online product recommendations on consumers’ online choices. J Retail 80(2):159–169
Shen X, Cheung CMK, Lee MKO (2012) What leads students to adopt information from Wikipedia? An empirical investigation into the role of trust and information usefulness. Br J Edu Technol 44(3):502–517
Shi H (2012) The efficiency of government promotion of inbound tourism: the case of Australia. Econ Model 29(6):2711–2718
Stubb C (2018) Story versus info: tracking blog readers’ online viewing time of sponsored blog posts based on content-specific elements. Comput Hum Behav 82:54–62
Sundar G (2008) Business process outsourcing—determinants of success (unpublished doctoral thesis). Shu-Te University of Technology
The 43rd China statistical report on internet development (2019). China Internet Network Information Center (CNNIC). http://cnnic.com.cn/IDR/ReportDownloads/ (retrieved 9 July 2019)
Trumb CW (1999) Heuristic-systematic information processing and risk judgment. Risk Anal 19(3):391–399
Trumbo CW, McComas KA (2003) The function of credibility in information processing for risk perception. Risk Anal 23(2):343–353
Tuu HH, Olsen SO, Linh PTT (2011) The moderator effects of perceived risk, objective knowledge and certainty in the satisfaction–loyalty relationship. J Consum Mark 28(5):363–375
Visser PS, Krosnick JA, Simmons JP (2003) Distinguishing the cognitive and behavioral consequences of attitude importance and certainty: a new approach to testing the common-factor hypothesis. J Exp Soc Psychol 39:118–141
Westerman D, Spence PR, Heide BVD (2012) A social network as information: the effect of system generated reports of connectedness on credibility on Twitter. Comput Hum Behav 28:199–206
Westerman D, Spence PR, Heide BVD (2014) Social media as information source: recency of updates and credibility of information. J Comput Mediat Commun 19:171–183
Wong J, Yeh C (2009) Tourist hesitation in destination making. Ann Tour Res 36(1):6–23
Xiang Z, Gretzel U (2010) Role of social media in online travel information search. Tour Manag 31:179–188
Yang Z, Cai S, Zhou Z, Zhou N (2005) Development and validation of an instrument to measure user perceived service quality of information presenting Web portals. Inf Manag 42:575–589
Yang ZJ, McComas K, Gay G, Leonard JP, Dannenberg AJ, Dillon H (2010) From information processing to behavioral intentions: exploring cancer patients’ motivations for clinical trial enrollment. Patient Educ Couns 79(2):231–238
Yang SB, Shin SH, Joun Y, Koo C (2017) Exploring the comparative importance of online hotel reviews’ heuristic attributes in review helpfulness: a conjoint analysis approach. J Travel Tour Mark 34(7):963–985
Yi S, Ahn J (2017) Managing initial expectations when word-of-mouth matters. Eur J Mark 51(1):123–156
Yin G, Wei L, Xu W, Chen M (2014) Exploring heuristic cues for consumer perceptions of online review helpfulness: the case of Yelp.com. In: Pacific Asia conference on information systems proceedings, 24–28 June 2014, Chenghu
Author information
Authors and Affiliations
Corresponding author
Additional information
Publisher's Note
Springer Nature remains neutral with regard to jurisdictional claims in published maps and institutional affiliations.
Rights and permissions
About this article
Cite this article
Ma, C., Au, N. & Ren, L. Biased minds experience improved decision-making speed and confidence on social media: a heuristic approach. Inf Technol Tourism 22, 593–624 (2020). https://doi.org/10.1007/s40558-020-00184-0
Received:
Revised:
Accepted:
Published:
Issue Date:
DOI: https://doi.org/10.1007/s40558-020-00184-0