More Than Words: The Influence of Affective Content and Linguistic Style Matches in Online Reviews on Conversion Rates

被引:658
作者
Ludwig, Stephan [1 ]
de Ruyter, Ko [2 ]
Friedman, Mike [3 ]
Brueggen, Elisabeth C.
Wetzels, Martin
Pfann, Gerard [4 ,5 ]
机构
[1] InSites Consulting ForwaR&D Lab, Maastricht, Netherlands
[2] Maastricht Univ, Sch Business & Econ, Dept Mkt & Supply Chain Management, Int Serv Res, Maastricht, Netherlands
[3] Louvain Sch Management, Ctr Res Consumers & Mkt Strategy, Louvain, Belgium
[4] Maastricht Univ, Sch Business & Econ, Dept Quantitat Econ, Maastricht, Netherlands
[5] Maastricht Univ, Sch Business & Econ, Dept Org Strategy, Maastricht, Netherlands
关键词
online customer reviews; affective content; linguistic style match; conversion rate; Internet marketing; OF-MOUTH; SOURCE CREDIBILITY; PRODUCT REVIEWS; PANEL-DATA; DYNAMICS; LANGUAGE; BEHAVIOR; SALES; ATTITUDES; PRICE;
D O I
10.1509/jm.11.0560
中图分类号
F [经济];
学科分类号
020101 [政治经济学];
摘要
Customers increasingly rely on other consumers' reviews to make purchase decisions online. New insights into the customer review phenomenon can be derived from studying the semantic content and style properties of verbatim customer reviews to examine their influence on online retail sites' conversion rates. The authors employ text mining to extract changes in affective content and linguistic style properties of customer book reviews on Amazon.com. A dynamic panel data model reveals that the influence of positive affective content on conversion rates is asymmetrical, such that greater increases in positive affective content in customer reviews have a smaller effect on subsequent increases in conversion rate. No such tapering-off effect occurs for changes in negative affective content in reviews. Furthermore, positive changes in affective cues and increasing congruence with the product interest group's typical linguistic style directly and conjointly increase conversion rates. These findings suggest that managers should identify and promote the most influential reviews in a given product category, provide instructions to stimulate reviewers to write powerful reviews, and adapt the style of their own editorial reviews to the relevant product category.
引用
收藏
页码:87 / 103
页数:17
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