Emotion as signal of product quality Its effect on purchase decision based on online customer reviews

• Published in: Internet research Vol. 30; no. 2; pp. 463 - 485
• Main Authors: Wang, Xiaopan, Guo, Junpeng, Wu, Yi, Liu, Na
• Format: Journal Article
• Language: English
• Published: Bradford Emerald Group Publishing Limited 06.04.2020
• Subjects: Asymmetry; Cues; Customers; Electronic commerce; Emotional Response; Emotions; Empathy; Environment; Influence; Laboratory Experiments; Product quality; Psychological Patterns; Sentiment analysis; Signal quality; Signaling
• ISSN: 1066-2243; 2054-5657
• DOI: 10.1108/INTR-09-2018-0415

PurposeInformation asymmetry is an inevitable issue in e-commerce and largely hampers the development of online shopping. The purpose of this paper is to propose a model to investigate the emotional content of online customer reviews, which are considered an efficient way to reduce information asymmetry, as a potential signal of product quality. The moderating effects of perceived empathy and cognitive effort are also explored on the basis of signaling theory.Design/methodology/approachA laboratory experiment with 120 subjects was used to empirically test the proposed research hypotheses. The subjects were randomly assigned to two treatment groups, with 60 subjects in each group. ANOVA, linear regression and binary logistic regression were used.FindingsThe emotional content of online customer reviews positively influences perceived product quality, which subsequently and positively affects purchase decisions. The emotional content of online customer reviews greatly influences perceived product quality when perceived empathy or cognitive effort is high.Originality/valueThis study is the first to extend extrinsic cues to emotional content on the basis of signaling theory and reveals the important role of emotional content of reviews. Moreover, the mediating effect of perceived product quality and the moderating effect of perceived empathy and cognitive effort illustrate the mechanism of the influence of emotional content on purchase decision. Findings demonstrate the positive signal of emotional content and provide important practical implications for sellers and customers.