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The influence of information overload on the development of trust and purchase intention based on online product reviews in a mobile vs. web environment: an empirical investigation

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  • Christopher P. Furner

    (East Carolina University)

  • Robert A. Zinko

    (University of Newcastle)

Abstract

Information overload has been studied extensively by decision science researchers, particularly in the context of task-based optimization decisions. Media selection research has similarly investigated the extent to which task characteristics influence media choice and use. This paper outlines a study which compares the effectiveness of web-based online product review systems for facilitation of trust and purchase intention to those of mobile product review systems in an experiential service setting (hotel services). Findings indicate that the extensiveness of information in the review increases trust and purchase intention until that information load becomes excessive, at which point trust and purchase intention begin to decrease. The magnitude of this decline is smaller in web-environments than in mobile environments, suggesting that web-based systems are more effective in fostering focus and are less prone to navigation frustration, thus reducing information overload.

Suggested Citation

  • Christopher P. Furner & Robert A. Zinko, 2017. "The influence of information overload on the development of trust and purchase intention based on online product reviews in a mobile vs. web environment: an empirical investigation," Electronic Markets, Springer;IIM University of St. Gallen, vol. 27(3), pages 211-224, August.
    • Handle: RePEc:spr:elmark:v:27:y:2017:i:3:d:10.1007_s12525-016-0233-2
    DOI: 10.1007/s12525-016-0233-2
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    References listed on IDEAS

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    Cited by:

    1. Hui-Ju Wang, 2022. "Understanding reviewer characteristics in online reviews via network structural positions," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1311-1325, September.
    2. Robert Zinko & Paul Stolk & Zhan Furner & Brad Almond, 2020. "A picture is worth a thousand words: how images influence information quality and information load in online reviews," Electronic Markets, Springer;IIM University of St. Gallen, vol. 30(4), pages 775-789, December.
    3. Hoon S. Choi & Michele Maasberg, 2022. "An empirical analysis of experienced reviewers in online communities: what, how, and why to review," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1293-1310, September.
    4. Marios Kokkodis & Theodoros Lappas, 2020. "Your Hometown Matters: Popularity-Difference Bias in Online Reputation Platforms," Information Systems Research, INFORMS, vol. 31(2), pages 412-430, June.
    5. Benedikt M. Brand & Cristopher Siegfried Kopplin & Theresa Maria Rausch, 2022. "Cultural differences in processing online customer reviews: holistic versus analytic thinkers," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1039-1060, September.
    6. Ismagilova, Elvira & Dwivedi, Yogesh K. & Slade, Emma, 2020. "Perceived helpfulness of eWOM: Emotions, fairness and rationality," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    7. Moradi, Masoud & Dass, Mayukh & Kumar, Piyush, 2023. "Differential effects of analytical versus emotional rhetorical style on review helpfulness," Journal of Business Research, Elsevier, vol. 154(C).
    8. Trang P. Tran & Christopher P. Furner & Ilia Gugenishvili, 2022. "The Effects of Task Service Fit on Brand Loyalty: A Study of Branded Apps," International Journal of E-Services and Mobile Applications (IJESMA), IGI Global, vol. 14(1), pages 1-19, January.
    9. Janina Seutter & Kristin Kutzner & Maren Stadtländer & Dennis Kundisch & Ralf Knackstedt, 2023. "“Sorry, too much information”—Designing online review systems that support information search and processing," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-19, December.
    10. Ana Alina Tudoran, 2022. "A machine learning approach to identifying decision-making styles for managing customer relationships," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(1), pages 351-374, March.
    11. José-Alberto Castañeda & Dolores M. Frías-Jamilena & Miguel A. Rodríguez-Molina & Adam Jones, 2020. "Online Marketing Effectiveness - the influence of information load and digital literacy, a cross-country comparison," Electronic Markets, Springer;IIM University of St. Gallen, vol. 30(4), pages 759-773, December.
    12. Bermes, Alena, 2021. "Information overload and fake news sharing: A transactional stress perspective exploring the mitigating role of consumers’ resilience during COVID-19," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    13. Lutz, Bernhard & Pröllochs, Nicolas & Neumann, Dirk, 2022. "Are longer reviews always more helpful? Disentangling the interplay between review length and line of argumentation," Journal of Business Research, Elsevier, vol. 144(C), pages 888-901.

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    More about this item

    Keywords

    Mobile reviews; Mobile commerce; Word of mouth; Information overload;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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