Abstract
In the digital transformation era, online reviews have become an important source of information for decisions about purchases. Research shows that online reviews influence users’ behaviors and product sales. However, questions remain about how and why users assess the credibility of online reviews for different products/services on different websites. Using semi-structured interviews as a way of understanding how users assess the credibility of online reviews, we propose a comprehensive credibility analysis model for online reviews. The proposed model extends a model we previously proposed; and uses the Heuristic Systematic Model (HSM) as a theoretical lens, which helps us to understand different features that impact the credibility of online reviews. Our findings reveal several factors which impact the credibility of online reviews that have not been identified in the previous literature.
Original language | English |
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Pages | 701-711 |
Number of pages | 11 |
Publication status | Published - 2019 |
Externally published | Yes |
Event | 30th Australasian Conference on Information Systems, ACIS 2019 - Perth, Australia Duration: 9 Dec 2019 → 11 Dec 2019 |
Conference
Conference | 30th Australasian Conference on Information Systems, ACIS 2019 |
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Country/Territory | Australia |
City | Perth |
Period | 9/12/19 → 11/12/19 |
Keywords
- Decision Making
- Heuristic-systematic Model
- Online Reviews
- Review Credibility