Paper Type
Complete
Paper Number
1576
Description
Online reviews have become a prominent aid for consumers to make their purchase decisions. This is making it increasingly important for e-commerce platforms to focus on stimulating the quality of reviews using various incentives for reviewers. However, quality is a tricky thing to define, measure, and improve. Our analysis of studies on review quality revealed a diverse variety of measures and stimuli, but there was a gap in understanding how they all fit together. In this study, we attempt to contribute by synthesizing this diversity. Using Linguistic Theory, we developed a framework to classify different aspects of review quality based on its ontological and epistemological dimensions. We also classified various stimuli of quality based on the Motivation Theory. Apart from theoretical implications of these frameworks, they also have practical applications for e-commerce platforms and review communities to develop more structured sets of quality metrics.
Recommended Citation
Banerjee, Shankhadeep; Dwivedi, Divya; and Bhattacharyya, Samadrita, "Synthesizing the Diverse Facets of Online Review Quality and their Stimuli" (2024). PACIS 2024 Proceedings. 10.
https://aisel.aisnet.org/pacis2024/track19_userbeh/track19_userbeh/10
Synthesizing the Diverse Facets of Online Review Quality and their Stimuli
Online reviews have become a prominent aid for consumers to make their purchase decisions. This is making it increasingly important for e-commerce platforms to focus on stimulating the quality of reviews using various incentives for reviewers. However, quality is a tricky thing to define, measure, and improve. Our analysis of studies on review quality revealed a diverse variety of measures and stimuli, but there was a gap in understanding how they all fit together. In this study, we attempt to contribute by synthesizing this diversity. Using Linguistic Theory, we developed a framework to classify different aspects of review quality based on its ontological and epistemological dimensions. We also classified various stimuli of quality based on the Motivation Theory. Apart from theoretical implications of these frameworks, they also have practical applications for e-commerce platforms and review communities to develop more structured sets of quality metrics.
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