@inproceedings{58dac13209d146d3aea039da98720886,
title = "Passing down the Experience: Exploring the Effects of Online Customer Reviews on Service Diagnosticity",
abstract = "Consumers are growing increasingly dependent on Online Customer Reviews (OCRs) when making consumption decisions, more so for services due to their intangibility and variability. To this end, we advance a research model that explores how numerical ratings and opinionated reviews, as key constituents of OCRs, affects consumers{\^a}€{\texttrademark} evaluation of service diagnosticity, which in turn enhances the latter{\^a}€{\texttrademark}s decision making process. Furthermore, we postulate that consumers{\^a}€{\texttrademark} preference structure will determine the effectiveness of numerical ratings and opinionated reviews on service diagnosticity. Our research model was subsequently validated via a field study that was conducted on a custom developed online restaurant review site. Results suggest that numerical rating and opinionated review can amplify the effectiveness and efficiency of consumers{\^a}€{\texttrademark} decision making process by bolstering the latter{\^a}€{\texttrademark}s ability to diagnose a given service. Nevertheless, the effects of numerical ratings and opinionated reviews are moderated by consumers{\^a}€{\texttrademark} preferences for content relevance and self-reference.",
keywords = "Decisional outcome, Decisional process, MBTI, Online customer reviews, Psychological preferences, Service diagnosticity",
author = "Fei Liu and Tan, {Chee Wee} and Lim, {Eric T.K.} and Bo Xiao",
year = "2018",
language = "English",
isbn = "9780996683159",
series = "ICIS 2017: Transforming Society with Digital Innovation",
publisher = "Association for Information Systems",
booktitle = "ICIS 2017",
address = "United States",
note = "38th International Conference on Information Systems: Transforming Society with Digital Innovation, ICIS 2017 ; Conference date: 10-12-2017 Through 13-12-2017",
}