IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v39y2019i7-8p609-636.html
   My bibliography  Save this article

Consumer engagement: the role of social currency in online reviews

Author

Listed:
  • Muhammet Kesgin
  • Rajendran S. Murthy

Abstract

We explore the interplay between social currency (SC) and consumer engagement on social networks. We use text analyses based on both human coding and machine learning asisted sentiment analysis on reviews collected from Facebook pages, and we show that SC has a positive effect on ratings and visitor loyalty. First, we find that attractions have varying makeup of SC as represented in the six dimensions of SC. Second, repeat visits increase SC. Third, SC positively impacts revisit intentions even in the absence of prior experience. We also find that prior experience does not appear to yield better ratings, however, it predicts revisit intentions. This study represents the first use of SC in the tourism domain. Theoretical and practical implications alongside limitations and future research are discussed.

Suggested Citation

  • Muhammet Kesgin & Rajendran S. Murthy, 2019. "Consumer engagement: the role of social currency in online reviews," The Service Industries Journal, Taylor & Francis Journals, vol. 39(7-8), pages 609-636, June.
    • Handle: RePEc:taf:servic:v:39:y:2019:i:7-8:p:609-636
    DOI: 10.1080/02642069.2018.1553237
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069.2018.1553237
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642069.2018.1553237?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
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

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


    Cited by:

    1. Manosso, Franciele Cristina & Domareski Ruiz, Thays Cristina, 2021. "Using sentiment analysis in tourism research: A systematic, bibliometric, and integrative review," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 7, pages 16-27.
    2. Bailey, Ainsworth Anthony & Bonifield, Carolyn M. & Elhai, Jon D., 2021. "Modeling consumer engagement on social networking sites: Roles of attitudinal and motivational factors," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    3. Peter R. J. Trim & Yang-Im Lee & An Vu, 2023. "Insights into How Vietnamese Retailers Utilize Social Media to Facilitate Knowledge Creation through the Process of Value Co-Creation," Future Internet, MDPI, vol. 15(4), pages 1-18, March.
    4. Karine Oganisjana & Konstantins Kozlovskis, 2019. "The Identification of Opportunities for Innovations through Collecting Problems from Citizens," JOItmC, MDPI, vol. 5(4), pages 1-15, September.
    5. Moon, Sangkil & Kim, Moon-Yong & Bergey, Paul K., 2019. "Estimating deception in consumer reviews based on extreme terms: Comparison analysis of open vs. closed hotel reservation platforms," Journal of Business Research, Elsevier, vol. 102(C), pages 83-96.
    6. Cristina Franciele & Thays Christina Domareski Ruiz, 2021. "Using sentiment analysis in tourism research: A systematic, bibliometric, and integrative review," Post-Print hal-03373984, HAL.
    7. Zixing Shen & Michael J. Pritchard, 2022. "Cognitive engagement on social media: A study of the effects of visual cueing in educational videos," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 73(9), pages 1253-1267, 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:taf:servic:v:39:y:2019:i:7-8:p:609-636. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    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.