IDEAS home Printed from https://ideas.repec.org/a/wly/mgtdec/v42y2021i5p1132-1145.html
   My bibliography  Save this article

Influence mechanism of online consumer comments on e‐retailer

Author

Listed:
  • Yong Liu
  • Wen‐xue Gan
  • Wen‐wen Ren

Abstract

Online consumer comments can reduce the uncertainty of consumers' purchasing behaviors and provide much more important reference for consumers to make purchasing decisions, and some online consumer comments have the positive and negative effects, and then some online retailers often take different actions to respond to consumers' online comments. To describe and analyze the influence mechanism of online comments on the consumers and retailers, we establish a two‐stage theoretical model by introducing product–demand mismatch and exploit it to analyze the impact of different quality online comments on online retailer and discuss the online retailer's decisions.

Suggested Citation

  • Yong Liu & Wen‐xue Gan & Wen‐wen Ren, 2021. "Influence mechanism of online consumer comments on e‐retailer," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 42(5), pages 1132-1145, July.
    • Handle: RePEc:wly:mgtdec:v:42:y:2021:i:5:p:1132-1145
    DOI: 10.1002/mde.3296
    as

    Download full text from publisher

    File URL: https://doi.org/10.1002/mde.3296
    Download Restriction: no
    File URL: https://libkey.io/10.1002/mde.3296?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Dixit, Saumya & Jyoti Badgaiyan, Anant & Khare, Arpita, 2019. "An integrated model for predicting consumer's intention to write online reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 112-120.
    2. Yan, Ruiliang & Pei, Zhi, 2009. "Retail services and firm profit in a dual-channel market," Journal of Retailing and Consumer Services, Elsevier, vol. 16(4), pages 306-314.
    3. Yubo Chen & Jinhong Xie, 2008. "Online Consumer Review: Word-of-Mouth as a New Element of Marketing Communication Mix," Management Science, INFORMS, vol. 54(3), pages 477-491, March.
    4. Zhang, Tao & Li, Gang & Cheng, T.C.E. & Lai, Kin Keung, 2017. "Welfare economics of review information: Implications for the online selling platform owner," International Journal of Production Economics, Elsevier, vol. 184(C), pages 69-79.
    5. Li, Chunyu & Cui, Geng & Peng, Ling, 2017. "The signaling effect of management response in engaging customers: A study of the hotel industry," Tourism Management, Elsevier, vol. 62(C), pages 42-53.
    6. Luo, Zheng & Chen, Xu & Chen, Jing & Wang, Xiaojun, 2017. "Optimal pricing policies for differentiated brands under different supply chain power structures," European Journal of Operational Research, Elsevier, vol. 259(2), pages 437-451.
    7. Reimer, Thomas & Benkenstein, Martin, 2016. "When good WOM hurts and bad WOM gains: The effect of untrustworthy online reviews," Journal of Business Research, Elsevier, vol. 69(12), pages 5993-6001.
    8. Wei-yu Kevin Chiang & Dilip Chhajed & James D. Hess, 2003. "Direct Marketing, Indirect Profits: A Strategic Analysis of Dual-Channel Supply-Chain Design," Management Science, INFORMS, vol. 49(1), pages 1-20, January.
    9. Davide Proserpio & Georgios Zervas, 2017. "Online Reputation Management: Estimating the Impact of Management Responses on Consumer Reviews," Marketing Science, INFORMS, vol. 36(5), pages 645-665, September.
    10. Bin Gu & Jaehong Park & Prabhudev Konana, 2012. "Research Note ---The Impact of External Word-of-Mouth Sources on Retailer Sales of High-Involvement Products," Information Systems Research, INFORMS, vol. 23(1), pages 182-196, March.
    11. Wei Chen & Bin Gu & Qiang Ye & Kevin Xiaoguo Zhu, 2019. "Measuring and Managing the Externality of Managerial Responses to Online Customer Reviews," Service Science, INFORMS, vol. 30(1), pages 81-96, March.
    12. Yang, Liu & Dong, Shaozeng, 2018. "Rebate strategy to stimulate online customer reviews," International Journal of Production Economics, Elsevier, vol. 204(C), pages 99-107.
    13. Cao, Zong-Hong & Zhou, Yong-Wu & Zhao, Ju & Li, Chang-Wen, 2015. "Entry mode selection and its impact on an incumbent supply chain coordination," Journal of Retailing and Consumer Services, Elsevier, vol. 26(C), pages 1-13.
    14. Casaló, Luis V. & Flavián, Carlos & Guinalíu, Miguel & Ekinci, Yuksel, 2015. "Avoiding the dark side of positive online consumer reviews: Enhancing reviews' usefulness for high risk-averse travelers," Journal of Business Research, Elsevier, vol. 68(9), pages 1829-1835.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Ao Shen & Peng Wang & Yongyuan Ma, 2022. "When crowding‐in and when crowding‐out? The boundary conditions on the relationship between negative online reviews and online sales," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 43(6), pages 2016-2032, September.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Liu, Yong & Gan, Wen-xue & Zhang, Qi, 2021. "Decision-making mechanism of online retailer based on additional online comments of consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    2. Yang, Liu & Dong, Shaozeng, 2018. "Rebate strategy to stimulate online customer reviews," International Journal of Production Economics, Elsevier, vol. 204(C), pages 99-107.
    3. Jin, Wangyan & Chen, Yuangao & Yang, Shuiqing & Zhou, Shasha & Jiang, Hui & Wei, June, 2023. "Personalized managerial response and negative inconsistent review helpfulness: The mediating effect of perceived response helpfulness," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    4. Manes, Eran & Tchetchik, Anat, 2018. "The role of electronic word of mouth in reducing information asymmetry: An empirical investigation of online hotel booking," Journal of Business Research, Elsevier, vol. 85(C), pages 185-196.
    5. Ciwei Dong & Liu Yang & Chi To Ng, 2020. "Quantity Leadership for a Dual-Channel Supply Chain with Retail Service," Asia-Pacific Journal of Operational Research (APJOR), World Scientific Publishing Co. Pte. Ltd., vol. 37(02), pages 1-32, March.
    6. Cao, Zong-Hong & Zhou, Yong-Wu & Zhao, Ju & Li, Chang-Wen, 2015. "Entry mode selection and its impact on an incumbent supply chain coordination," Journal of Retailing and Consumer Services, Elsevier, vol. 26(C), pages 1-13.
    7. Tingting Song & Jinghua Huang & Yong Tan & Yifan Yu, 2019. "Using User- and Marketer-Generated Content for Box Office Revenue Prediction: Differences Between Microblogging and Third-Party Platforms," Service Science, INFORMS, vol. 30(1), pages 191-203, March.
    8. Xiaole Dou & Zenglu Li & Chun Liu, 2022. "Secondhand product quality disclosure strategy of the retailer under different supply chain structures," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 43(7), pages 2982-2999, October.
    9. Dominik Gutt & Jürgen Neumann & Steffen Zimmermann & Dennis Kundisch & Jianqing Chen, 2018. "Design of Review Systems - A Strategic Instrument to shape Online Review Behavior and Economic Outcomes," Working Papers Dissertations 42, Paderborn University, Faculty of Business Administration and Economics.
    10. M. Huang & A. D. Pape, 2020. "The Impact of Online Consumer Reviews on Online Sales: The Case-Based Decision Theory Approach," Journal of Consumer Policy, Springer, vol. 43(3), pages 463-490, September.
    11. Zhen-Zheng Zhang & Zong-Jun Wang & Li-Wen Liu, 2015. "Retail Services and Pricing Decisions in a Closed-Loop Supply Chain with Remanufacturing," Sustainability, MDPI, vol. 7(3), pages 1-24, February.
    12. Agnieszka Zablocki & Bodo Schlegelmilch & Michael J. Houston, 2019. "How valence, volume and variance of online reviews influence brand attitudes," AMS Review, Springer;Academy of Marketing Science, vol. 9(1), pages 61-77, June.
    13. Daozhi Zhao & Yang Xue & Cejun Cao & Hongshuai Han, 2019. "Channel Selection and Pricing Decisions Considering Three Charging Modes of Production Capacity Sharing Platform: A Sustainable Operations Perspective," Sustainability, MDPI, vol. 11(21), pages 1-28, October.
    14. Dominik Gutt, 2018. "In the Eye of the Beholder? Empirically Decomposing Different Economic Implications of the Online Rating Variance," Working Papers Dissertations 40, Paderborn University, Faculty of Business Administration and Economics.
    15. Nawel Amrouche & Ruiliang Yan, 2016. "A manufacturer distribution issue: how to manage an online and a traditional retailer," Annals of Operations Research, Springer, vol. 244(2), pages 257-294, September.
    16. Zhang, Yumeng & Hezarkhani, Behzad, 2021. "Competition in dual-channel supply chains: The manufacturers' channel selection," European Journal of Operational Research, Elsevier, vol. 291(1), pages 244-262.
    17. Rong Zhang & Jiatong Li & Zongsheng Huang & Bin Liu, 2019. "Return Strategies and Online Product Customization in a Dual-Channel Supply Chain," Sustainability, MDPI, vol. 11(12), pages 1-17, June.
    18. Sun, Libo & Jiao, Xiaoting & Guo, Xiaolong & Yu, Yugang, 2022. "Pricing policies in dual distribution channels: The reference effect of official prices," European Journal of Operational Research, Elsevier, vol. 296(1), pages 146-157.
    19. Wan, Xing & Chen, Jing & Li, Wei, 2023. "The impact of retail pricing leadership under manufacturer encroachment," European Journal of Operational Research, Elsevier, vol. 310(1), pages 217-237.
    20. Ao Shen & Peng Wang & Yongyuan Ma, 2022. "When crowding‐in and when crowding‐out? The boundary conditions on the relationship between negative online reviews and online sales," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 43(6), pages 2016-2032, September.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:wly:mgtdec:v:42:y:2021:i:5:p:1132-1145. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Wiley Content Delivery (email available below). General contact details of provider: http://www3.interscience.wiley.com/cgi-bin/jhome/7976 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.