Document Type

Journal Article

Department/Unit

Department of Finance and Decision Sciences

Title

Examining the influence of online reviews on consumers' decision-making: A heuristic–systematic model

Language

English

Abstract

Along with the growth of Internet and electronic commerce, online consumer reviews have become an important source of information that assists consumers to make purchase decision. However, theoretical development and empirical testing in this area of research are still limited, which greatly hinder us from understanding the influence of online reviews. Drawing upon the heuristic–systematic model from the literature of dual-process theories, we develop a research model to identify factors that are important to consumers' purchase decision-making. The model is empirically tested with 191 users of an existing online review site. We find that argument quality of online reviews (systematic factor), which is characterized by perceived informativeness and perceived persuasiveness, has a significant effect on consumers' purchase intention. In addition, we find that source credibility and perceived quantity of reviews (heuristic factors) have direct impacts on purchase intention. The two heuristic factors further demonstrate positive influences on argument strength. This result is consistent with the proposition of bias effect in the heuristic–systematic model, which elucidates the interrelationship between heuristic and systematic factors. Based on the findings, we discuss implications for both researchers and practitioners.

Keywords

Online reviews, Electronic word-of-mouth, Consumer decision-making, Heuristic–systematic model

Publication Date

2014

Source Publication Title

Decision Support Systems

Volume

67

Start Page

78

End Page

89

Publisher

Elsevier

DOI

10.1016/j.dss.2014.08.005

Link to Publisher's Edition

http://dx.doi.org/10.1016/j.dss.2014.08.005

ISSN (print)

01679236

ISSN (electronic)

18735797

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