THE SOCIAL TV PHENOMENON AND FAKE ONLINE RESTAURANT REVIEWS

2021 ◽  
Vol 27 (1) ◽  
pp. 25-42
Author(s):  
Breno de Paula Andrade Cruz ◽  
Susana C. Silva ◽  
Steven Dutt Ross
Keyword(s):  
Online Reviews ◽  
Assessment System ◽  
Reality Show ◽  
Social Tv ◽  
The Social ◽  
Restaurant Reviews ◽  
Brazilian Culture ◽  
Fake Reviews ◽  
Tv Show ◽  
Practical Implications

Purpose – The social TV phenomenon has raised the interest of some researchers in studying the production of online reviews. However, little is known about the characteristics of reviewers that, without having had indeed a real experience of consumption, still dare to assess the service. The purpose of this research is to understand these reviewers better, using an experiment conducted in Brazil. Design/methodology/approach – Through a cluster analysis with 2547 reviewers of 7 restaurants that participated in a reality show in Brazil, we were able to create 4 fours. Using Spearman Correlation and Kruskal-Wallis Test, differences among groups were analysed in the search of behavioural changes among different types of reviewers. Findings – We conclude that social TV influence fake online reviews of restaurants that were involved in a tv show. Furthermore, we were able to verify that some reviewers indeed assess the service without indeed having tried the service, which strongly bias the influence they are going to cause in potential consumers. Four types of reviewers were identified: the real expert, the amateur reviewer, the speculator and the pseudo expert. The 2 latter types are analyzed through the anthropologic lens of the popular Brazilian culture and the TV influence in that country. Research limitations/implications – we were able to understand how TV can influence the construction of fake online reviews for restaurants. Practical implications – It is important for the restaurant and hospitality industry in general, to be able to be attentive to the phenomenon of fake reviews that can totally biased the advantages of this assessment system that was created to produce trust among consumers, but that can act exactly the other way around. Originality/value – This study highlights the relevance of taking into account cultural background of the country where the restaurant is located, as well as emphasizing the relevance of conducting a previous analysis of the decision of embarking on a reality show that it has high chances to biasedly influence consumers’ decisions.

To follow others or be yourself? Social influence in online restaurant reviews

2020 ◽  
Vol 32 (3) ◽  
pp. 1067-1087 ◽  
Author(s):  
Hengyun Li ◽  
Fang Meng ◽  
Miyoung Jeong ◽  
Zili Zhang
Keyword(s):  
Social Influence ◽  
Online Reviews ◽  
Positive Influence ◽  
Cognitive Effort ◽  
Content Type ◽  
Product Service ◽  
The Social ◽  
Restaurant Reviews ◽  
Influence Process ◽  
Practical Implications

Purpose Online reviews are often likely to be socially influenced by prior reviews. This study aims to examine key review and reviewer characteristics which may influence the social influence process. Design/methodology/approach Restaurant review data from Yelp.com are analyzed using an ordered logit model and text mining approach. Findings This study reveals that prior average review rating exerts a positive influence on subsequent review ratings for the same restaurant, but the effect is attenuated by the variance in existing review ratings. Moreover, social influence is stronger for consumers who had a moderate dining experience or invested less cognitive effort in writing online reviews. Compared to reviewers classified by Yelp as “elite,” non-elite reviewers appear more susceptible to the social influence of prior average review rating. Practical implications This study provides guidelines for mitigating the social influence of prior reviews and improving the accuracy of online product/service ratings, which will eventually enhance business and the reputation of online review platforms. Originality/value The findings from this study contribute to the electronic word-of-mouth (eWOM) literature and social influence literature in terms of the bidirectional nature of social influence on eWOM.

scholarly journals TV- Show: From the Audience Habits To Principles of Dramaturgy

2014 ◽  
Vol 6 (4) ◽  
pp. 126-136
Author(s):  
Irina Nikolaevna Kemarskaya
Keyword(s):  
Social Practices ◽  
Tv Viewing ◽  
Social Tv ◽  
The Social ◽  
Single Moment ◽  
Tv Shows ◽  
Set Up ◽  
Tv Watching ◽  
Tv Show

The article is devoted to the scriptwriting of TV shows and the role of the social practices of TV-viewing in the creation of script plot of periodical programs. Script construction of contemporary TV shows differs greatly from the classical film screenwriting due to its primarily focusing on predicted audience reactions in every single moment of broadcasting. The show creators are directed by the intention of giving the viewer the opportunities to feel the emotions he/she anticipates watching every new issue of the program. In order to attract the audience to the screen, hold it, to ensure its return to the favorite show the TV creators are obliged to imagine the established rituals and social practices of screen viewing. The paper covers the historical aspects of the social TV viewing practices, their formation and dynamics, from the Soviet "collective viewing" in a communal apartments with a sole TV-set up to a contemporary tendency of individual binge-watching of full ser seasons through internet services. The author specially emphasizes gender, generational, socio-demographic differences in TV watching and their influence on different creative techniques and discoveries. As to the gender habits of audiovisual information perception, the author pays attention to the so called "female" way of TV watching, characteristic of empathy, emotional involvement in the perception of the show, against the "male" choice of action, spectacle dynamics and often simultaneous viewing of different channels. Changes in common practices of TV watching cause the script decisions, adapted to the habitual behavior of different audience groups (shortening of audiovisual elements within programs, clip cutting, priority of emotion over logic-screen narration, etc.). Resume: rapid changes of screen watching social practices challenge the well-known creative technologies, turning the familiar TV shows into the part of the hypertext with different logic of reading and understanding.

Measuring business impact: the lessons from the business schools

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Michel Kalika ◽  
Gordon Shenton
Keyword(s):  
Social Impact ◽  
Business Schools ◽  
Assessment System ◽  
Impact Measurement ◽  
Self Assessment ◽  
Content Type ◽  
Measurement Framework ◽  
The Social ◽  
First Time ◽  
Practical Implications

Purpose The purpose of this paper is to present an example of a fully operational impact assessment system called Business School Impact System (BSIS). It is designed specifically for business schools with a particular emphasis on their local and regional impact. Since its creation, the process has been adapted to schools of engineering and indeed to entire universities. The question of its relevance to all organisations is on the table. Design/methodology/approach Talking about measurement raises methodological issues that are common to all organisations. The methodology used in this chapter, particularly in its second part, is mainly inductive, based on direct experience in interviewing 44 business schools in 15 countries. The system was designed on the basis of a survey among around 20 actors of the education industries (deans, journalists). First of all, the system involves an extensive self-assessment phase based on the BSIS impact measurement framework consisting of 7 major impact dimensions and about 100 indicators. This is followed up by a two-day visit by two experienced experts (former deans) who engage in challenging discussions with internal practitioners and external stakeholders. Findings The question of the relevance of the dimensions used by business schools for companies is systematically asked, and it is argued that the seven dimensions of impact can be applied to all organisations whatever their mission. Research limitations/implications The methodology has not yet been tested on private organisations. Practical implications The process can be easily adapted to companies and could permit them to assess in a shared framework their impact. So, the practical implications are potentially large. Social implications One of the seven dimensions of impact is the social impact of the organisation and indeed the implications are significant in the social field. Originality/value To the best of the authors’ knowledge, the transfer of a process of impact measurement from the educational sector to companies is studied for the first time.

Simultaneous effects of multiple cues in restaurant reviews

2019 ◽  
Vol 33 (5) ◽  
pp. 521-531 ◽  
Author(s):  
Esther L. Kim ◽  
Sarah Tanford
Keyword(s):  
Willingness To Pay ◽  
Factorial Design ◽  
Design Methodology ◽  
Online Reviews ◽  
Interactive Effects ◽  
Content Type ◽  
Multiple Cues ◽  
Situational Cues ◽  
Restaurant Reviews ◽  
Practical Implications

Purpose The purpose of this paper is to evaluate how consumers simultaneously process multiple cues for different dining occasions when making a restaurant decision. Design/methodology/approach This paper investigates the influence of priming (review prototype), effort (distance) and involvement (occasion) on restaurant evaluations, willingness to drive and willingness to pay for a restaurant meal. A 2 (prototype: negative, positive) × 2 (distance: close, far) × 2 (occasion: casual, special) between-subjects factorial design was used. Findings The paper finds that each variable influences a different outcome, whereby people rely on a review prototype for restaurant evaluation and choice, a distance cue for willingness to drive and a dining occasion for willingness to pay. Practical implications This paper suggests that restaurant marketers can highlight exemplary service through online reviews, increase profitability by promoting special occasions and geographically expand their market by attracting people to drive for a special dinner. Originality/value This paper evaluates the simultaneous interactive effects of multiple cues in service settings. It demonstrates that situational cues moderate the effect of primary cues in online reviews.

How does review disconfirmation influence customer online review behavior? A mixed-method investigation

2020 ◽  
Vol 32 (11) ◽  
pp. 3685-3703
Author(s):  
Hengyun Li ◽  
Fang Meng ◽  
Bing Pan
Keyword(s):  
Mixed Method ◽  
Online Reviews ◽  
Service Evaluation ◽  
Online Review ◽  
Content Type ◽  
Consumption Behavior ◽  
The Social ◽  
Managerial Implications ◽  
Fake Reviews ◽  
The Relationship

Purpose With the growing online review manipulation and fake reviews in the hospitality industry, it is not uncommon that a consumer encounters disconfirmation when comparing the existing online reviews with his/her own product or service evaluation. The purpose of this study is to investigate the influence of review disconfirmation on customer online review writing behavior. Design/methodology/approach This study used a mixed-method combining online secondary big data modeling and experimental design. Findings Review disconfirmation influences customers’ emotional responses embedded in the review; a customer who encounters review disconfirmation tends to exert more reviewing effort, manifested by writing longer reviews; negativity bias exists in disconfirmation effects, in that negative review disconfirmation shows more significant and stronger effects than positive review disconfirmation. Practical implications Findings from this study provide important managerial implications for business owners and marketers who attempt to influence online reviews. The study suggests that fictitious online review manipulation might be detrimental to the business. Originality/value This research contributes to two literature streams, including research on the social influence of online consumer reviews, and the relationship between disconfirmation and consumers’ post-consumption behavior, by extending the influence of disconfirmation from the offline context to the online context.

Seeking reward or avoiding risk from restaurant reviews: does distance matter?

2019 ◽  
Vol 31 (12) ◽  
pp. 4482-4499 ◽  
Author(s):  
Esther L. Kim ◽  
Sarah Tanford
Keyword(s):  
Critical Role ◽  
Online Reviews ◽  
Restaurant Industry ◽  
Risk Avoidance ◽  
Content Type ◽  
Customer Base ◽  
Restaurant Reviews ◽  
Gains And Losses ◽  
Practical Implications

Purpose The purpose of this paper is to evaluate the extent to which consumers will exert more effort to avoid risk (negative reviews) versus seek reward (positive reviews) when making a restaurant decision. Design/methodology/approach This study investigates the influence of distance and review valence on restaurant decisions. A 2 (base restaurant review valence: negative, neutral) × 2 (target restaurant review valence: neutral, positive) × 2 (distance: 30 min, 60 min) between-subjects factorial design was used. Findings People exert more effort to seek a reward versus avoid a risk. People will drive any distance to dine at a restaurant with positive reviews. However, the tendency to avoid a restaurant with negative reviews declines as distance increases. Practical implications This study emphasizes the critical role of positive reviews in the restaurant industry. This research provides guidance to operators to manage online reviews effectively. The marketing strategy taking into account review valence and distance allows the business to attract new customers and grow its customer base. Originality/value This research synthesizes asymmetry effects and prospect theory with the level of risk associated with the outcome. This research is theoretically noteworthy since the finding of a reverse asymmetry principle is in contrast with the traditional belief of risk-avoidance when comparing gains and losses.

scholarly journals Comparing online and professional restaurant reviews: What can we learn?

2017 ◽  
Vol 1 (1) ◽  
pp. 11-12
Author(s):  
Ziye Zhang
Keyword(s):  
New Zealand ◽  
Social Identity ◽  
Word Of Mouth ◽  
Online Reviews ◽  
Hospitality Management ◽  
Online Content ◽  
Plain Language ◽  
University Of Technology ◽  
The Social ◽  
Restaurant Reviews

Social media and review websites such as Trip Advisor are emerging as important platforms for restaurant reviews. The tendency of consumers to seek out electronic word of mouth before deciding where to dine has increased rapidly, with online content being shown to significantly impact purchasing decisions. Practitioners have indicated they are keenly aware of the importance of online reviews, but there is almost no research that looks at this phenomenon in the New Zealand context, and no research that compares traditional, print-based reviews with online content. In order to address this gap, a recent Auckland University of Technology master’s thesis applied content analysis to compare online and published restaurant reviews of restaurants in Auckland, New Zealand. Three hundred reviews from TripAdvisor website, Cuisine Magazine and the New Zealand Herald newspaper were analysed, and some results are presented here. Traditional print reviews (Cuisine and the Herald) tend towards a more ‘specialist’ approach, including detailed information about the chefs, the owners and the restaurants’ histories. They also use more ‘fancy’ language in their food descriptions, including very detailed menu ingredients. TripAdvisor reviews, by contrast, tend towards non-specialist, ‘plain language’ reviews, with simple menu descriptor words and little attention on ingredients. When discussing price, print reviews take an ‘objective’ stance, listing the price but rarely making a personal judgement about value; whereas the online reviews feature prominent personal judgements about value for money. In addition, online reviews emphasise the social aspects of dining (who they are dining with, the social nature of the event, e.g. birthday, interactions throughout the meal), often spending as much time discussing their companions as the products and service involved in the experience. By contrast, print reviews tend to focus more on the ‘physical’ aspects of dining (the wine, the food, the decor). Finally, both platforms strongly emphasise food and service as the main criteria for judgement, accounting for almost half the word counts in both styles of reviews. What can the practitioner take from this research? Firstly, the fact that food and service are the predominant criteria for both online and professional reviewers serves as a reminder for restaurant operators that, no matter how exquisite or stylish the restaurant is, well-cooked food and attentive service are significantly emphasised as the primary criteria by reviewers. Moreover, both review formats stress that the reliability of the booking system and efficiency of the service staff tended to enhance all reviewers’ satisfaction. However, there are clear differences in the review styles that represent the different audiences they are addressing. Each format attempts to recognise the perceived social identity of their audience, with the print reviews taking the ‘insider expert’ voice and appearing to speak to a more sophisticated upmarket, product-focussed audience. The print reviews also assume their readers are less sensitive to price, rarely discussing the perceived value of the meal. By contrast, the online reviews are more ‘plain language’, discuss value directly and are socially driven. By being aware of these differences in reviewing approaches, restaurant operators’ can finesse their marketing strategies. By reading and reflecting on the link between the contrasting review styles and the social identity of the respective readers, practitioners can consider how their offering ‘fits’ with their target markets. Finally, as online review platforms become increasingly important, practitioners should engage with the content they find there, ensuring they take time for reading, reflecting and responding. If you would like to read the original thesis this article is based on, please email: [email protected] Corresponding author Ziye is an emerging researcher in the field of hospitality management. She received her bachelor’s degree from Beijing Union University in 2015 and her master’s degree from Auckland University of Technology in 2017, majoring in international hospitality management. Her research focusses on user-generated content in restaurant reviews, a relatively new data source for analysis in this area. Ziye also researches electronic word-of-mouth, online restaurant reviews and writers’ criteria for restaurant measurement. Ziye Zhang can be contacted at: [email protected]

Detecting fake hospitality reviews through the interplay of emotional cues, cognitive cues and review valence

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Erin Yirun Wang ◽  
Lawrence Hoc Nang Fong ◽  
Rob Law
Keyword(s):  
Interactive Effect ◽  
Online Reviews ◽  
Word Count ◽  
Content Type ◽  
Emotional Cues ◽  
Cognitive Cues ◽  
Linguistic Inquiry ◽  
Fake Reviews ◽  
Mental Resources ◽  
Practical Implications

Purpose This paper aims to examine the dynamics of emotional cues and cognitive cues in review fakeness. Additionally, the boundary condition (i.e. review valence) for the dynamics between emotional cues and cognitive cues is investigated. Design/methodology/approach This research conducted two studies, which analyzed restaurant and hotel reviews collected from Yelp.com. The authors adopted linguistic inquiry and word count 2015 to code review contents and tested the hypotheses using logistic regression. Findings Fake reviews contain more emotional cues compared with authentic reviews. Moreover, the dynamics of emotional cues and cognitive cues are salient among negative reviews. Practical implications This research provides implications to identify fake online reviews based on linguistic cues. Originality/value This research contributes to the literature by revealing the competition of mental resources between emotional and cognitive systems when deception is for harming others. Grounded in interpersonal deception theory, this paper investigates the interactive effect and complements the literature, which mainly used emotional cues and cognitive cues individually to detect fake reviews.

Experience

2021 ◽  
Vol 13 (1) ◽  
pp. 1-16
Author(s):  
Michela Fazzolari ◽  
Francesco Buccafurri ◽  
Gianluca Lax ◽  
Marinella Petrocchi
Keyword(s):  
Relative Frequency ◽  
Service Providers ◽  
Real Data ◽  
Online Reviews ◽  
Purchase Decision ◽  
The Past ◽  
Supervised Classifiers ◽  
Relative Frequency Distribution ◽  
Opinion Spam ◽  
Fake Reviews

Over the past few years, online reviews have become very important, since they can influence the purchase decision of consumers and the reputation of businesses. Therefore, the practice of writing fake reviews can have severe consequences on customers and service providers. Various approaches have been proposed for detecting opinion spam in online reviews, especially based on supervised classifiers. In this contribution, we start from a set of effective features used for classifying opinion spam and we re-engineered them by considering the Cumulative Relative Frequency Distribution of each feature. By an experimental evaluation carried out on real data from Yelp.com, we show that the use of the distributional features is able to improve the performances of classifiers.

“Please tidy up before leaving”: nudging Airbnb guests toward altruistic behavior

2019 ◽  
Vol 13 (4) ◽  
pp. 524-530 ◽  
Author(s):  
Paul Ranson ◽  
Daniel Guttentag
Keyword(s):  
Social Presence ◽  
Design Methodology ◽  
Field Experiments ◽  
Experimental Results ◽  
Altruistic Behavior ◽  
Content Type ◽  
The Social ◽  
Relationship Model ◽  
Social Market ◽  
Practical Implications

Purpose This study aimed to investigate whether increasing the social presence within an Airbnb lodging environment could nudge guests toward altruistic cleaning behaviors. Design/methodology/approach The study was based around a theoretical framework combining the social-market versus money-market relationship model, nudge theory and social presence theory. A series of three field experiments were conducted, in which social presence was manipulated to test its impact on guest cleaning behaviors prior to departure. Findings The experimental results confirmed the underlying hypothesis that an Airbnb listing’s enhanced social presence can subtly induce guests to help clean their rental units prior to departure. Originality/value This study is the first to examine behavioral nudging in an Airbnb context. It is also one of the first field experiments involving Airbnb. The study findings offer clear theoretical and practical implications.

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