The DOI matches its Crossref record; 26 of the 26 references it cites were found in a registry or an index.
Anxious or Angry? Effects of Discrete Emotions on the Perceived Helpfulness of Online Reviews1
Abstract
This paper explores the effects of emotions embedded in a seller review on its perceived helpfulness to readers. Drawing on frameworks in literature on emotion and cognitive processing, we propose that over and above a well-known negativity bias, the impact of discrete emotions in a review will vary, and that one source of this variance is reader perceptions of reviewers’ cognitive effort. We focus on the roles of two distinct, negative emotions common to seller reviews: anxiety and anger. In the first two studies, experimental methods were utilized to identify and explain the differential impact of anxiety and anger in terms of perceived reviewer effort. In the third study, seller reviews from Yahoo! Shopping web sites were collected to examine the relationship between emotional review content and helpfulness ratings. Our findings demonstrate the importance of examining discrete emotions in online word-of-mouth, and they carry important practical implications for consumers and online retailers.
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Cites
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Cited by
Yin, D., Mitra, S., & Zhang, H. (2016) · Information Systems Research · doi:10.1287/isre.2015.0617 · Cited by 365
Self-citationKwark, Y., Chen, J., & Raghunathan, S. (2017) · MIS Quarterly · doi:10.25300/misq/2017/41.3.05 · Cited by 350
Predicting consumer responses to a chatbot on facebook
Zarouali, B., Van den Broeck, E., Walrave, M., & Poels, K. (2018) · Cyberpsychology, Behavior, and Social Networking · doi:10.1089/cyber.2017.0518 · Cited by 229
Using natural language processing to analyse text data in behavioural science
Feuerriegel, S., Maarouf, A., Bär, D., Geissler, D., Schweisthal, J., Pröllochs, N., Robertson, C. E., Rathje, S., Hartmann, J., Mohammad, S. M., et al. (2025) · Nature Reviews Psychology · doi:10.1038/s44159-024-00392-z · Cited by 140
The Effects of Culture on Consumers’ Consumption and Generation of Online Reviews
Kim, J. M., Jun, M., & Kim, C. K. (2018) · Journal of Interactive Marketing · doi:10.1016/j.intmar.2018.05.002 · Cited by 118
Metadata
- Authors
- Yin, D., Bond, S. D., & Zhang, H.
- Venue
- MIS Quarterly
- Publisher
- MIS Quarterly
- Published
- 2014-06-01
- Volume
- 38
- Issue
- 2
- Pages
- 539-560
- ISSN
- 0276-7783 (ISSN-L)
- 2162-9730
- OpenAlex
- W2102478385
- Cited by
- 757
- References
- 26
- FWCI
- 137.28
- Type
- journal article
- Language
- en
- Open access
- closed
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- Yin, D., Bond, S. D., & Zhang, H. (2014). Anxious or Angry? Effects of Discrete Emotions on the Perceived Helpfulness of Online Reviews1. MIS Quarterly. https://doi.org/10.25300/misq/2014/38.2.10
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
