What Makes a Helpful Online Review? A Study of Customer Reviews on Amazon.com

@article{Mudambi2010WhatMA,
  title={What Makes a Helpful Online Review? A Study of Customer Reviews on Amazon.com},
  author={Susan M. Mudambi and David Schuff},
  journal={MIS Q.},
  year={2010},
  volume={34},
  pages={185-200}
}
Customer reviews are increasingly available online for a wide range of products and services. [] Key Result Review depth has a greater positive effect on the helpfulness of the review for search goods than for experience goods. We discuss the implications of our findings for both theory and practice.

Figures and Tables from this paper

Exploring Determinants of Voting for the Helpfulness of Online Consumer Product Reviews

With the growth of e-commerce, online product reviews have become a major information source in consumer purchase decisions. However, anyone can easily provide product review in the manner of

The Recipe for the Perfect Review?

Online product reviews, originally intended to reduce consumers’ pre-purchase search and evaluation costs, have become so numerous that they are now themselves a source for information overload. To

Helpfulness of Online Consumer Reviews: Readers' Objectives and Review Cues

The results show that both peripheral cues, including review rating and reviewer's credibility, and central cues, such as the content of reviews, influence the helpfulness of reviews.

Does Rich Content Make Online Reviews Better?: An Empirical Study Using a Text Analysis

The empirical results show that the review richness significantly influences consumers' perceived helpfulness, and offers significant practical insights and guidelines for online review providers in identifying helpful reviews as well as, for online reviewers, in providing more helpful reviews to others.

The helpfulness of online reviews

The results indicate that when consumers were exposed to a happy-looking avatar, they were likely to express higher perceptions of online review helpfulness in response to an image showing a group of people in a restaurant than they would for an image of one person in the same situation.

A Recommender System for Online Consumer Reviews

This study develops models that extract objective information from the text of online reviews including utilitarian cues, hedonic cues, product quality, service quality, price, and product comparison that may be used for sorting and filtering online reviews.

Can two-sided messages increase the helpfulness of online reviews?

This study drew on past research to develop a conceptual understanding of the components of helpfulness and to further empirically test the model using actual online review data from iPeen.com in Taiwan.

Research on Consumers’ Preferences for Using Online Reviews

With the rapid development of e-commerce, the online product reviews and ratings play an important role on the purchase decisions of consumers. Most of the previous researches on online product
...

References

SHOWING 1-10 OF 52 REFERENCES

Do online reviews affect product sales? The role of reviewer characteristics and temporal effects

It is demonstrated that consumers understand the value difference between favorable news and unfavorable news and respond accordingly, and the impact of online reviews on sales diminishes over time, suggesting that firms need not provide incentives for customers to write reviews beyond a certain time period after products have been released.

Designing Ranking Systems for Consumer Reviews : The Impact of Review Subjectivity on Product Sales and Review Quality

With the rapid growth of the Internet, users’ ability to publish content has created active electronic communities that provide a wealth of product information. Consumers naturally gravitate to

The Impact of Online Recommendations and Consumer Feedback on Sales

The results indicate that more recommendations indeed improve sales at Amazon.com; however, consumer ratings are not found to be related to sales, and it is found that recommendations work better for less-popular books than for more- popular books.

Examining the Relationship Between Reviews and Sales: The Role of Reviewer Identity Disclosure in Electronic Markets

It is suggested that identity-relevant information about reviewers shapes community members' judgment of products and reviews and shows that shared geographical location increases the relationship between disclosure and product sales, thus highlighting the important role of geography in electronic commerce.

Self Selection and Information Role of Online Product Reviews

A model is developed that examines how idiosyncratic preferences of early buyers can affect long-term consumer purchase behavior as well as the social welfare created by review systems and provides an explanation for the structure of product ratings over time.

Online peer and editorial recommendations, trust, and choice in virtual markets

This research examines the influence of recommendations on consumer decision making during online shopping experiences. Evidence from two empirical studies suggests that many online consumers seek

Research Note: The Influence of Recommendations and Consumer Reviews on Evaluations of Websites

A novel approach to generate the experimental conditions by filtering the content of Amazon.com in real time shows that the provision of recommendations and consumer reviews increases both the usefulness and social presence of the website.

Third-Party Product Review and Firm Marketing Strategy

Product reviews by third parties are growing in popularity. This paper examines when and how a manufacturing firm should adapt its marketing strategies to such reviews. For example, should a firm

Searching for Experience on the Web: An Empirical Examination of Consumer Behavior for Search and Experience Goods

By lowering the costs of gathering and sharing information and offering new ways to learn about products before purchase, the Internet reduces traditional distinctions between search and experience

The Nature and Role of Feedback Text Comments in Online Marketplaces: Implications for Trust Building, Price Premiums, and Seller Differentiation

Evidence of extraordinary past seller behavior contained in the sellers' feedback text comments creates price premiums for reputable sellers by engendering buyer's trust in the seller's benevolence and credibility (controlling for the impact of numerical ratings).
...