A study of factors that contribute to online review helpfulness

Document Type

Article

Publication Title

Computers in Human Behavior

ISSN

0747-5632

Volume

48

DOI

10.1016/j.chb.2015.01.010

First Page

17

Last Page

27

Publication Date

1-1-2015

Abstract

Helpfulness of online reviews is a multi-faceted concept that can be driven by several types of factors. This study was designed to extend existing research on online review helpfulness by looking at not just the quantitative factors (such as word count), but also qualitative aspects of reviewers (including reviewer experience, reviewer impact, reviewer cumulative helpfulness). This integrated view uncovers some insights that were not available before. Our findings suggest that word count has a threshold in its effects on review helpfulness. Beyond this threshold, its effect diminishes significantly or becomes near non-existent. Reviewer experience and their impact were not statistically significant predictors of helpfulness, but past helpfulness records tended to predict future helpfulness ratings. Review framing was also a strong predictor of helpfulness. As a result, characteristics of reviewers and review messages have a varying degree of impact on review helpfulness. Theoretical and practical implications are discussed.

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