{"title":"Beyond words: unveiling the implications of blank reviews in online rating systems","authors":"Juan Pedro Mellinas, Veronica Leoni","doi":"10.1007/s40558-024-00300-4","DOIUrl":null,"url":null,"abstract":"<p>This study analyzes how review length relates to numerical scores on online platforms, conducting separate analyses for positive and negative comments and accounting for non-linearities in the relationship. Moreover, we consider the role played by blank reviews, i.e. those ratings without textual content, a topic that has been largely overlooked in previous works. Our findings suggest that blank reviews are positively correlated with higher scores, which has important implications for the ordering of reviews on online platforms. We propose that these results can be explained by social exchange theory, which suggests that less strict review policies could increase engagement and lead to a more balanced evaluation of establishments. This could offset the tendency of dissatisfied guests to disproportionately report negative experiences. Future studies should compare the composition of guest reviews on platforms adopting differing review policies.</p>","PeriodicalId":46275,"journal":{"name":"Information Technology & Tourism","volume":"7 1","pages":""},"PeriodicalIF":6.3000,"publicationDate":"2024-09-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Information Technology & Tourism","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1007/s40558-024-00300-4","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}
引用次数: 0
Abstract
This study analyzes how review length relates to numerical scores on online platforms, conducting separate analyses for positive and negative comments and accounting for non-linearities in the relationship. Moreover, we consider the role played by blank reviews, i.e. those ratings without textual content, a topic that has been largely overlooked in previous works. Our findings suggest that blank reviews are positively correlated with higher scores, which has important implications for the ordering of reviews on online platforms. We propose that these results can be explained by social exchange theory, which suggests that less strict review policies could increase engagement and lead to a more balanced evaluation of establishments. This could offset the tendency of dissatisfied guests to disproportionately report negative experiences. Future studies should compare the composition of guest reviews on platforms adopting differing review policies.
期刊介绍：
Information Technology & Tourism stands as the pioneer interdisciplinary journal dedicated to exploring the essence and impact of digital technology in tourism, travel, and hospitality. It delves into challenges emerging at the crossroads of IT and the domains of tourism, travel, and hospitality, embracing perspectives from both technical and social sciences. The journal covers a broad spectrum of topics, including but not limited to the development, adoption, use, management, and governance of digital technology. It supports both theory-focused research and studies with direct relevance to the industry.
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