The effects of consumer experience and disconfirmation on the timing of online review: Field evidence from the restaurant business

Hengyun Li, Karen L. Xie, Zili Zhang

Research output: Journal article publicationJournal articleAcademic researchpeer-review

8 Citations (Scopus)

Abstract

This study investigated the effects of consumer experience and disconfirmation on the timing of online reviews. Based on a unique dataset of restaurant reservations and online reviews, the empirical results indicate that (1) there is a reverse U-shaped relationship between consumer experience and online review posting timing, i.e., consumers who have strongly dissatisfying or satisfying experiences tend to post online reviews earlier than consumers who have moderate experience; (2) the disconfirmation between a customer's experience and the average rating of prior reviews has a negative effect on his or her online review posting speed; and (3) the effect of disconfirmation on review posting speed is substantial for consumers who have strongly dissatisfying or satisfying experiences, while it is weaker for consumers who have moderate experience.

Original languageEnglish
Article number102344
JournalInternational Journal of Hospitality Management
Volume84
DOIs
Publication statusPublished - Jan 2020

Keywords

  • Consumer experience
  • Disconfirmation
  • Online review timing
  • Restaurant

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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