To vote or not to vote? The impact of gratitude expression on helpfulness voting in peer-to-peer accommodation reviews

Abstract

While scholars have increasingly examined the effectiveness of emotional expressions in online reviews, the interpersonal effects of gratitude expression in peer-to-peer (P2P) accommodation reviews remain unclear. Based on emotions as social information (EASI) theory, this study conducted a secondary data analysis and two scenario-based experiments. The results revealed that gratitude expression in P2P accommodation reviews fosters observers’ helpfulness voting, and this relationship is mediated by empathy and perceived authenticity. Furthermore, the managerial response strategy serves as a boundary condition for the impact of gratitude expression on observers’ empathy and perceived authenticity. These findings contribute to a broader understanding of gratitude, emotional expressions in P2P accommodation reviews, managerial responses, and EASI theory, offering practical insights for P2P accommodation platforms and homestay hosts.