TY - JOUR
T1 - Dilemma of Hotel Reviews: The Role of Information Processing and Validation through Metacognition
AU - Huang, Guo Qiong Ivanka
AU - Wong, Ip Kin Anthony
AU - Law, Rob
N1 - Funding Information:
The author(s) disclosed receipt of the following financial support for the research, authorship, and/or publication of this article: Our deepest appreciation goes to Guangdong Provincial Department of Education (grant no. 2019GXJK052), Sun Yat-sen University the Fundamental Research Funds for the Central Universities (grant no. 19wkpy66), and the Hong Kong Polytechnic University Departmental General Research Fund (grant no. G-UAFX) for supporting this study.
Publisher Copyright:
© The Author(s) 2020.
PY - 2021/7
Y1 - 2021/7
N2 - A comprehensive model is proposed to understand how travelers manage copious and even competing online reviews through a validation process, by examining the impact of social support, persuasive message compliance, persuasive message resistance, and metacognition on tourists’ willingness to be involved in social commerce. Based on the theories of signaling and reactance, the model explores how social forces, such as online social support and personal information-processing drivers (i.e., information processing and validating procedure), can explain customers’ social commerce intentions. A survey of tourists in 61 mid- to high-end hotels indicates that social support is positively related to persuasive message compliance, resistance, and social commerce intention. The findings indicate that persuasive message compliance and resistance mediate the relationship between social support and social commerce intention, whereas the mediation relationships are conditioned on metacognition.
AB - A comprehensive model is proposed to understand how travelers manage copious and even competing online reviews through a validation process, by examining the impact of social support, persuasive message compliance, persuasive message resistance, and metacognition on tourists’ willingness to be involved in social commerce. Based on the theories of signaling and reactance, the model explores how social forces, such as online social support and personal information-processing drivers (i.e., information processing and validating procedure), can explain customers’ social commerce intentions. A survey of tourists in 61 mid- to high-end hotels indicates that social support is positively related to persuasive message compliance, resistance, and social commerce intention. The findings indicate that persuasive message compliance and resistance mediate the relationship between social support and social commerce intention, whereas the mediation relationships are conditioned on metacognition.
KW - message resistance
KW - metacognition
KW - online review
KW - persuasive message compliance
KW - social commerce intention
KW - Social support
UR - http://www.scopus.com/inward/record.url?scp=85087875236&partnerID=8YFLogxK
U2 - 10.1177/0047287520938863
DO - 10.1177/0047287520938863
M3 - Journal article
AN - SCOPUS:85087875236
SN - 0047-2875
VL - 60
SP - 1301
EP - 1317
JO - Journal of Travel Research
JF - Journal of Travel Research
IS - 6
ER -