What Makes a Review Credible? Heuristic and Systematic Factors for the Credibility of Online Reviews

Ehsan Abedin, Antonette Mendoza, Shanika Karunasekera

Research output: Contribution to conferencePaperpeer-review

7 Citations (Scopus)

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 languageEnglish
Pages701-711
Number of pages11
Publication statusPublished - 2019
Externally publishedYes
Event30th Australasian Conference on Information Systems, ACIS 2019 - Perth, Australia
Duration: 9 Dec 201911 Dec 2019

Conference

Conference30th Australasian Conference on Information Systems, ACIS 2019
Country/TerritoryAustralia
CityPerth
Period9/12/1911/12/19

Keywords

  • Decision Making
  • Heuristic-systematic Model
  • Online Reviews
  • Review Credibility

Fingerprint

Dive into the research topics of 'What Makes a Review Credible? Heuristic and Systematic Factors for the Credibility of Online Reviews'. Together they form a unique fingerprint.

Cite this