Extremely Negative Ratings and Online Consumer Review Helpfulness: The Moderating Role of Product Quality Signals

• Published in: Journal of travel research Vol. 60; no. 4; pp. 699 - 717
• Main Authors: Filieri, Raffaele, Raguseo, Elisabetta, Vitari, Claudio
• Format: Journal Article
• Language: English
• Published: Los Angeles, CA SAGE Publications 01.04.2021; SAGE PUBLICATIONS, INC
• Subjects: Customer satisfaction; Economics and Finance; Hotels & motels; Humanities and Social Sciences; Product quality; Ratings & rankings; France; online consumer review helpfulness; online product quality signals; extremely negative ratings; electronic word-of-mouth (eWOM); signaling theory; negativity bias

Contrasting findings about the role of extremely negative ratings (ENRR) are found in the literature, thus suggesting that not all ENRR are perceived as helpful by consumers. In order to shed light on the most helpful ENRR, we have drawn on negativity bias and signaling theory, and we have analyzed...