The impact of online reviews on hotel booking intentions and perception of trust

May combine two claims.

The target manipulation produced a main effect for target but not for valence.

“This revealed a main effect for target but not valence (see Table 2).”

May combine two claims.

No gender or age effects were found for the two dependent variables.

“we investigated whether there were any gender or age effects for the two dependent variables but none was found.”

May combine two claims.

A positively framed review set combined with numerical rating details raises both booking intentions and consumer trust.

“However, positively framed information together with numerical rating details increases both booking intentions and consumer trust.”

• AssumptionRests on an assumption: The order manipulation, placing two positive or two negative reviews first, successfully creates the intended framing without a separate manipulation check.
• AssumptionRests on an assumption: The presence or absence of numerical ratings is a valid manipulation that requires no additional test.

May combine two claims.

The valence manipulation produced a main effect for valence but not for target.

“Next, a 2 (valence) x 2 (target) ANOVA on the valence manipulation check item was conducted, which revealed a main effect for valence but not target (see Table 2).”

May combine two claims.

The valence manipulation accounted for 8% of variance and the core target manipulation for 42%.

“the results reported in Table 2 show a moderate to strong effect size for the manipulations (8% of variance for valence and 42% of variance for core target, respectively)”

Probably not a substantial claim: may not pass S3 (load-bearing).

Past online booking behaviour did not differ significantly by age.

“Similarly, there was no significant difference in past booking online behaviour by age of respondent.”

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Valence had a significant main effect on booking intention, with higher booking intention for positive valence than negative valence.

“There was a significant main effect associated with the valence manipulation, F(1, 506) = 13.48,p < .001,partial η 2 = .026(small-moderate effect)”

• Also stated in: § 4.2.1: Booking intentions · plain

  “Ratings of booking intentions were higher in the positive valence (M = 3.81, SD = 1.65) than in the negative valence (M = 3.22, SD = 1.67) condition.”

Probably not a substantial claim: may not pass S3 (load-bearing). The quote only partly states this claim.

There was a significant frame x rating interaction on trust.

“Two significant interaction effects were found: frame x target, F(1, 466) = 7.97, p = .005,partial η 2 = .017(small effect); and frame x rating, F(1, 466) = 3.83, p = .051,partial η 2 = .008(small effect).”

May combine two claims.

For the frame x rating interaction on trust, framing had an effect for reviews that included ratings, with higher trust for positive frame than negative frame, but not for reviews without ratings.

“For the frame x rating interaction (Fig. 4), simple effects tests revealed that framing had an effect for the set of reviews that included ratings F(1,479) = 11.56,p =.001, with higher trust evaluations for the positive frame than the negative frame (small effect size r = .22)but was not significant without ratings F(1,479) = .18,p = .670.”

May combine two claims.

While there was no main effect for target, there was an interaction between target and frame for trust in the hotel.

“While there was no main effect for target (core or service), there was an interaction between this variable and frame, for trust in the hotel.”

May combine two claims.

There was no main effect of target or ratings on trust.

“No main effect was evident for either target (p = .617)or ratings (p = .406).”

May combine two claims.

A positive frame increases booking intentions even though the valence is negative.

“This was demonstrated by an interaction effect between valence and frame that reveals a positive frame increases booking intentions even though the valence is negative.”

May combine two claims.

Framing and rating information interact to produce either more positive assessments in the case of a positive frame and ratings or more negative assessments in the case of a negative frame and ratings.

“That is, framing and rating information interact to produce either more positive assessments in the case of a positive frame and ratings or more negative assessments in the case of a negative frame and ratings.”

May combine two claims. The quote only partly states this claim.

Frame had a significant main effect on booking intention, with higher booking intention for positive frame than negative frame.

“and frame manipulation F(1, 506) = 4.45, p =.035, partial η 2 = .009(small effect)”

• Also stated in: § 4.2.1: Booking intentions · plain

  “Ratings of booking intentions were higher in the positive frame (M = 3.71, SD = 1.656) than in the negative frame (M = 3.33, SD = 1.69) condition.”

May combine two claims. The quote only partly states this claim.

Frame had a significant main effect on trust, with higher trust for positive frame than negative frame.

“and frame manipulation, F(1, 466) = 6.16, p = .013,partial η 2 = .013(small effect)”

• Also stated in: § 4.2.2: Trust in the hotel · plain

  “Ratings of trust were higher in the positive frame (M = 3.89, SD = 1.28) than in the negative frame (M = 3.58, SD = 1.21) condition.”

May combine two claims.

Framing had a significant effect on booking intention for reviews that included ratings, but not for reviews without ratings.

“Framing had an effect for the set of reviews that included ratings F (1,519) = 11.76,p = 001 (small effect size r = .22)but not for the set of reviews without ratings, F (1,519) = .04,p = .839.”

May combine two claims.

There was no main effect of target or ratings on booking intention.

“No main effect was evident for either target (p = .080)or ratings (p = .171).”

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

Service failures are perceived as losses and receive a more negative weighting from consumers.

“Furthermore, Smith, Bolton and Wagner (1999) note, service failures are perceived as losses and receive a more negative weighting from a consumer.”

• cites Smith, Bolton and Wagner, 1999Not checked yet

  Not checked in the free run.

Classified as probably not a substantial claim. May combine two claims.

Ratings tend to be quite influential in product choice and provide a short-cut for assessing a product.

“Ratings tend to be quite influential in product choice (Chen, 2008) and provide potential customers with a short-cut means to assess and evaluate a product (Tsang & Prendergast, 2009).”

• cites Chen, 2008Not checked yet

  Not checked in the free run.

• cites Tsang & Prendergast, 2009Not checked yet

  Not checked in the free run.

Probably not a substantial claim: may not pass S3 (load-bearing).

A service offering can be conceptualised as comprising a core and a relational component.

“A service offering such as legal advice, hotel accommodation, or airline travel can be conceptualised as comprising a core and relational component (Iacobucci & Ostrom, 1993).”

• cites Iacobucci & Ostrom, 1993Not checked yet

  Not checked in the free run.

Classified as probably not a substantial claim.

Predominantly negative reviews will be given more weighting than positive reviews.

“Similarly, it is argued that predominantly negative reviews will be given more weighting than positive reviews.”

Classified as probably not a substantial claim.

Reliance on easy-to-evaluate information such as general category ratings may have a greater influence on product purchase decisions than more detailed information.

“Reliance on easy to evaluate information, such as general category ratings (e.g.star ratings for hotels or customer ratings of products) may have a greater influence on product purchase decisions compared with more detailed information.”

• AssumptionRests on an assumption: The presence or absence of numerical ratings is a valid manipulation that requires no additional test.

May combine two claims. The quote only partly states this claim.

No outliers were evident and the assumptions for ANOVA were met.

“To ensure assumptions of analysis of variance (ANOVA) were met checks for outliers (using standard SPSS explore outlier analysis) were undertaken and none was evident.”

Probably not a substantial claim: may not pass S3 (load-bearing).

Evaluations are influenced more by what comes first than by what is received subsequently.

“In justice literature there has been some research that suggests that evaluations are influenced more by what comes first that what is received subsequently (van den Bos, Vermunt & Wilke, 1997).”

• cites van den Bos, Vermunt & Wilke, 1997Not checked yet

  Not checked in the free run.

Probably not a substantial claim: may not pass S3 (load-bearing).

Evaluations of a target receive higher ratings with positive frames.

“In a study by Levin (1987), a framing effect was found whereby evaluations of the target received higher ratings with positive frames.”

• cites Levin, 1987Not checked yet

  Not checked in the free run.

Probably not a substantial claim: may not pass S3 (load-bearing).

A final online pilot test was undertaken with a small convenience sample.

“A final online pilot test was undertaken with a small convenience sample and included both fixed choice scale items as well as open ended feedback boxes on all components of the study.”

Probably not a substantial claim: may not pass S3 (load-bearing).

Consumer satisfaction in previous interactions with frontline service staff influences cognitive trust.

“Consumer satisfaction in previous interactions with frontline service staff influences cognitive trust, which is consumer confidence or willingness to trust the service provider in the future (Johnson and Grayson, 2005).”

• cites Johnson and Grayson, 2005Not checked yet

  Not checked in the free run.

Classified as probably not a substantial claim.

Participants were randomly assigned to one of 16 conditions.

“The sample drawn from an Australian database comprised 554 community members who had been randomly assigned to one of 16 conditions.”

Probably not a substantial claim: may not pass S2 (checkable), S3 (load-bearing).

The final simulated design appeared to have reasonable ecological validity.

“The final design appeared to have reasonable ecological validity (Viswanathan, 2005), whereby the materials used reflected a realistic web site.”

• cites Viswanathan, 2005Not checked yet

  Not checked in the free run.

Probably not a substantial claim: may not pass S3 (load-bearing).

A grounded theory study revealed a tendency for negative reviews to have more impact than positive reviews.

“This is consistent with Papathanassis and Knolle's (in press, 2010) grounded theory based study that revealed a tendency for negative reviews to have more impact than positive reviews”

• cites Papathanassis and Knolle, in press, 2010Not checked yet

  Not checked in the free run.

Probably not a substantial claim: may not pass S3 (load-bearing).

A large proportion of travellers use search engines and social media when evaluating a destination.

“Xiang and Gretzel (2010) report on data that suggest a large proportion of travellers use search engines and social media when evaluating a destination.”

• cites Xiang and Gretzel (2010)Not checked yet

  Not checked in the free run.

Probably not a substantial claim: may not pass S3 (load-bearing).

Recommendations from other consumers have more influence on product choice than reviews from expert or firm-related advisors.

“Chen (2008) found that recommendations of other consumers exerted more influence on product choice than did reviews from expert or firm related advisors.”

• cites Chen, 2008Not checked yet

  Not checked in the free run.

Probably not a substantial claim: may not pass S3 (load-bearing).

Framing influenced respondent service quality evaluations, with positive frames resulting in significantly higher evaluations than the same content presented with a negative frame.

“Hartman, De Angeli and Sutcliffe (2008), in a study investigating information biases on website quality judgements, found framing influenced respondent service quality evaluations.Positive frames resulted in significantly higher evaluations of service quality than the same content presented with a negative frame.”

• cites Hartman, De Angeli and Sutcliffe, 2008Not checked yet

  Not checked in the free run.

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

Customers often have to enter the service factory, and satisfaction is influenced by both interactions with staff and the standard of service facilities.

“As one of the seminal writers (Lovelock, 1983) on services marketing argues, customers often have to enter the service factory (e.g.restaurant) and subsequent satisfaction will be influenced by both the interactions with customer service staff and the standard of service facilities.”

• cites Lovelock, 1983Not checked yet

  Not checked in the free run.

Classified as probably not a substantial claim.

Trust is one of the most important factors in determining whether people will purchase online.

“They argue that trust is one of the most important factors in determining whether people will purchase online.”

• cites Wang and Emurian, 2005Not checked yet

  Not checked in the free run.

May combine two claims.

The treatments affected the manipulation check variables but not the confound variables, demonstrating discriminant validity.

“Discriminant validity was also demonstrated with the treatments having a significant effect on the manipulation check variables and not on the confound variables.”

Probably not a substantial claim: may not pass S3 (load-bearing).

People tend to be cognitive misers who take shortcuts when making evaluations or decisions.

“It has been suggested that people tend to be 'cognitive misers' (Fiske & Taylor, 1991), that is, they take short cuts when making evaluations or decisions.”

• cites Fiske & Taylor, 1991Not checked yet

  Not checked in the free run.

May combine two claims.

Information received early, especially if negatively worded, is likely to be more influential on consumer evaluations.

“In sum, information received early, especially if negatively worded, is likely to be more influential on consumer evaluations.”

• AssumptionRests on an assumption: The order manipulation, placing two positive or two negative reviews first, successfully creates the intended framing without a separate manipulation check.

Classified as probably not a substantial claim.

Potential consumers use online consumer reviews as one way to reduce risk and uncertainty in the purchase situation.

“Chen (2008) also argues that potential consumers use online consumer reviews as one way to reduce risk and uncertainty in the purchase situation.”

• cites Chen, 2008Not checked yet

  Not checked in the free run.

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

Three pre-tests were applied, with the final one including a think-aloud task.

“Three pre-tests of this kind were applied with the final one including a 'think aloud' task about the study.”

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

Pre-tests were conducted to develop the stimuli, set manipulation strength, and assess external validity.

“A series of pre-tests were conducted to develop the stimuli, set the strength of the independent variables and to assess the external validity of the study.”

May combine two claims.

Negative information tends to be overemphasised and is more influential in forming impressions.

“However, research suggests that negative information tends to be over emphasised and is more influential in forming impressions (see Fiske, 1993).”

• cites Fiske, 1993Not checked yet

  Not checked in the free run.

Classified as probably not a substantial claim.

In goal-oriented contexts, an easy information processing approach is preferred.

“Other researchers (van Schaik & Ling, 2009), report that in contexts where the consumer is in a goal oriented mode (e.g.such as making a booking), an easy information processing approach is preferred.”

• cites van Schaik & Ling, 2009Not checked yet

  Not checked in the free run.

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

The sample appeared well matched to the task, though somewhat biased toward females.

“Thus, the sample seemed well matched to the task, although somewhat biased toward females.”

Probably not a substantial claim: may not pass S3 (load-bearing).

As the proportion of negative reviews increased, consumer negative attitudes also increased.

“and Lee, Park and Han's (2008) finding that as the proportion of negative reviews increased so too did consumer negative attitudes.”

• cites Lee, Park and Han, 2008Not checked yet

  Not checked in the free run.

Probably not a substantial claim: may not pass S3 (load-bearing).

Service targets can be classified as core system features or staff-level customer service events.

“Broadly, these service targets can be either core system type features (e.g.hotel room poorly designed / maintained /cleaned) or more staff level customer service events (Hoffman & Bateson, 2006;Keaveney, 1995).”

• cites Hoffman & Bateson, 2006Not checked yet

  Not checked in the free run.

• cites Keaveney, 1995 sourceNot checked yet

  Not checked in the free run.

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

The study employed a simulation of a web site that was professionally designed, which limited what information could be presented and made active.

“While the study employed a simulation of a web site that was professionally designed, this required a limitation to what information could be presented and made active.”

May combine two claims.

These results lend support to the 'cognitive miser' hypothesis, suggesting that easy-to-access information, in this case frame and rating, is often, but not always, used.

“These results lend support to the 'cognitive miser' (Fiske & Taylor, 1991) hypothesis, suggesting that easy-to-access information, in this case frame and rating is often, but not always, used.”

• cites Fiske & Taylor, 1991Not checked yet

  Not checked in the free run.

May combine two claims.

The believability of the simulated task was satisfactory and consistent across conditions.

“Similarly, the believability of the simulated task was satisfactory and consistent across conditions.”

The quote only partly states this claim.

The believability scale had acceptable internal consistency (Cronbach's alpha = .79).

“High scores on the scale indicate greater believability in the simulation exercise (Cronbach's alpha for this scale was .79).”

May combine two claims.

The paper demonstrated that impressions formed and likely booking intentions are influenced by multiple factors, some of which interact to show simple main effects are not sufficient to understand the tourism consumer.

“In summary, this paper demonstrated that the impressions formed and likely booking intentions are influenced by multiple factors, some of which interact to show simple main effects are not sufficient to understand the tourism consumer.”

May combine two claims.

While core features play an important role in consumer service experience, it is the quality of the interactions with staff that is critical in influencing trust perceptions of the hotel.

“While core features play an important role in consumer service experience, it is the quality of the interactions with staff that is critical in influencing trust perceptions of the hotel.”

May combine two claims.

The results are consistent with the proposition that people tend to weight negative information more strongly, with a magnified effect for a negative frame and negative content overall.

“This is consistent with our proposition that people tend to weight negative information more strongly, with a magnified effect for a negative frame and negative content overall.”

May combine two claims.

The manipulation of target and valence was perceived as intended and not confounded.

“Taken together the manipulation and believability results suggest the manipulation of the independent variables of target and valence were perceived as intended and were not confounded.”

May combine two claims.

The effect sizes for the significant results were quite small, suggesting the need to investigate other explanatory variables.

“In the case of our research, the effect sizes for the significant results were quite small thus suggesting the need to investigate other explanatory variables.”

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

The experimental design is artificial and limits generalization; field investigation may shed further light.

“We acknowledge that the experimental design is artificial and, as such, further investigation in the field, using other methods, may have the potential to shed further light on the research raised in this paper.”

Probably not a substantial claim: may not pass S3 (load-bearing).

The experimental approach limits the investigation to selected variables.

“While an experimental approach is a strong research design it does limit the investigation to selected variables.”