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The Effect of Electronic Word-of-Mouth (eWOM) on Consumer Ratings in the Digital Era

In: Advances in Digital Marketing and eCommerce

Author

Listed:
  • Omid Asgari

    (Universidade Nova de Lisboa)

  • Alexander Weise

    (Universidade Nova de Lisboa)

  • Saulo Dubard Barbosa

    (Emlyon Business School)

  • Luis F. Martinez

    (Universidade Nova de Lisboa)

Abstract

Electronic word-of-mouth (eWOM) in reviews and ratings has taken a substantial role in the consumer decision-making process. It has gained popularity amongst marketers and consumers, while both parties look for the highest rating. Multiple studies have comprehensively analyzed eWOM as a purchase decision driver and, ultimately, its impact on sales. However, little is known about the rating drivers. Hence, this study aims to apply the theory of social conformity as a form of majority influence towards ratings and reviews. A survey with 198 participants analyzed positive and negative rating influence towards rating outcome, emotional impact, and strength of conformity. Descriptive statistics and regression analyses support the theory and show that it holds especially within ambiguous situations. As informational conformity was found to significantly impact rating outcomes and emotional perception, several strategies to target this bias on rating platforms and a different approach to rating assessments based on emotions are proposed.

Suggested Citation

  • Omid Asgari & Alexander Weise & Saulo Dubard Barbosa & Luis F. Martinez, 2022. "The Effect of Electronic Word-of-Mouth (eWOM) on Consumer Ratings in the Digital Era," Springer Proceedings in Business and Economics, in: Francisco J. Martínez-López & Luis F. Martinez (ed.), Advances in Digital Marketing and eCommerce, pages 267-273, Springer.
    • Handle: RePEc:spr:prbchp:978-3-031-05728-1_28
    DOI: 10.1007/978-3-031-05728-1_28
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