Injecting new insights: How do review sentiment and rating inconsistency shape the helpfulness of airline reviews?

IF 7.4 1区管理学 Q1 COMPUTER SCIENCE, INFORMATION SYSTEMS

Information Processing & Management Pub Date : 2025-02-07 DOI:10.1016/j.ipm.2025.104088

Yang Liu , Lihua Ma , Yue Dou , Zhen Zhu , Lili Ma , Zhuoxin Liu

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引用次数: 0

Abstract

Evaluating review helpfulness is pivotal in assessing the caliber of airline reviews, instigating lively debates in both academic and practical spheres. This study endeavors to construct a comprehensive conceptual framework grounded in signaling theory, recognizing two factors as indicators shaping the perceived helpfulness of reviews. Empirical analysis was conducted using 82,539 reviews from nine airlines on TripAdvisor. Initially, the study scrutinizes the combined impact of review sentiment and consumer rating, followed by exploring the influence of review inconsistency on review helpfulness. Our experimental results show that most variables achieved a significance of one thousandth. Additionally, we shed light on the moderating effects of several heuristic clues in the model, including text length, seat class, and region. These findings underscore those heuristic clues that collectively influence the helpfulness of reviews. The outcomes of this research can aid airlines in identifying the most helpful reviews, thereby mitigating consumer search costs and empowering reviewers to contribute more valuable insights.

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注入新的见解：评论情绪和评级不一致如何影响航空公司评论的有用性？

评估评论的有用性是评估航空公司评论水平的关键，在学术和实践领域都引发了激烈的辩论。本研究试图构建一个基于信号理论的综合概念框架，认识到两个因素作为影响评论感知有用性的指标。我们对TripAdvisor上9家航空公司的82539条评论进行了实证分析。本研究首先考察了评论情绪和消费者评价的综合影响，然后探讨了评论不一致对评论有用性的影响。我们的实验结果表明，大多数变量达到了千分之一的显著性。此外，我们还阐明了模型中几个启发式线索的调节作用，包括文本长度、座位类别和地区。这些发现强调了那些启发式线索，这些线索共同影响了评论的有用性。这项研究的结果可以帮助航空公司识别最有帮助的评论，从而降低消费者的搜索成本，并使评论者能够提供更有价值的见解。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Information Processing & Management 工程技术-计算机：信息系统

CiteScore

17.00

自引率

11.60%

发文量

276

审稿时长

39 days

期刊介绍： Information Processing and Management is dedicated to publishing cutting-edge original research at the convergence of computing and information science. Our scope encompasses theory, methods, and applications across various domains, including advertising, business, health, information science, information technology marketing, and social computing. We aim to cater to the interests of both primary researchers and practitioners by offering an effective platform for the timely dissemination of advanced and topical issues in this interdisciplinary field. The journal places particular emphasis on original research articles, research survey articles, research method articles, and articles addressing critical applications of research. Join us in advancing knowledge and innovation at the intersection of computing and information science.