Human-Computer Interaction – INTERACT 2015
Volume 9298 of the series Lecture Notes in Computer Science pp 116-131
“Not Some Trumped Up Beef”: Assessing Credibility of Online Restaurant Reviews
- Marina KobayashiAffiliated withGoogle, Inc.
- , Victoria Schwanda SosikAffiliated withGoogle, Inc. Email author
- , David HuffakerAffiliated withGoogle, Inc.
Abstract
Online reviews, or electronic word of mouth (eWOM), are an essential source of information for people making decisions about products and services, however they are also susceptible to abuses such as spamming and defamation. Therefore when making decisions, readers must determine if reviews are credible. Yet relatively little research has investigated how people make credibility judgments of online reviews. This paper presents quantitative and qualitative results from a survey of 1,979 respondents, showing that attributes of the reviewer and review content influence credibility ratings. Especially important for judging credibility is the level of detail in the review, whether or not it is balanced in sentiment, and whether the reviewer demonstrates expertise. Our findings contribute to the understanding of how people judge eWOM credibility, and we suggest how eWOM platforms can be designed to coach reviewers to write better reviews and present reviews in a manner that facilitates credibility judgments.
Keywords
eWOM Online review credibility Online review platforms- Title
- “Not Some Trumped Up Beef”: Assessing Credibility of Online Restaurant Reviews
- Book Title
- Human-Computer Interaction – INTERACT 2015
- Book Subtitle
- 15th IFIP TC 13 International Conference, Bamberg, Germany, September 14-18, 2015, Proceedings, Part III
- Pages
- pp 116-131
- Copyright
- 2015
- DOI
- 10.1007/978-3-319-22698-9_9
- Print ISBN
- 978-3-319-22697-2
- Online ISBN
- 978-3-319-22698-9
- Series Title
- Lecture Notes in Computer Science
- Series Volume
- 9298
- Series ISSN
- 0302-9743
- Publisher
- Springer International Publishing
- Copyright Holder
- IFIP International Federation for Information Processing
- Additional Links
- Topics
- Keywords
-
- eWOM
- Online review credibility
- Online review platforms
- Industry Sectors
- eBook Packages
- Editors
-
- Julio Abascal (13)
- Simone Barbosa (14)
- Mirko Fetter (15)
- Tom Gross (16)
- Philippe Palanque (17)
- Marco Winckler (18)
- Editor Affiliations
-
- 13. Universidad del País Vasco/Euskal Herriko Unibertsitatea
- 14. PUC-Rio
- 15. University of Bamberg
- 16. University of Bamberg
- 17. University Paul Sabatier
- 18. University Paul Sabatier
- Authors
-
- Marina Kobayashi (19)
-
Victoria Schwanda Sosik
(19)
- David Huffaker (19)
- Author Affiliations
-
- 19. Google, Inc., Mountain View, CA, USA
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