Vote or not? How various information cues affect helpfulness voting of online reviews

Abstract

PurposeThe helpfulness vote is a type of aggregate user representation that, by measuring the quality of an online review based on certain criteria, can allow readers to find helpful reviews more quickly. Although widely applied in practice, the effectiveness of the voting mechanism is unsatisfactory. This paper uses the heuristic–systematic model and the theory of dynamics of reviews to shed light on the effect of various information cues (product ratings, word count and product attributes in the textual content of reviews) on online reviews’ aggregative voting process. It proposes a conceptual model of seven empirically tested hypotheses.Design/methodology/approachA dataset of user-generated online hotel reviews (n = 6,099) was automatically extracted from Ctrip.com. In order to measure the variable of product attributes as a systematic cue, the paper uses Chinese word segmentation, a part-of-speech tag and word frequency statistics to analyze online textual content. To verify the seven hypotheses, SPSS 17.0 was used to perform multiple linear regression.FindingsThe results show that the aggregative process of helpfulness voting can be divided into two stages, initial and cumulative voting, depending on whether voting is affected by the previous votes. Heuristic (product ratings, word count) and systematic cues (product attributes in the textual content) respectively exert a greater impact on the two stages. Furthermore, the interaction of heuristic and systematic cues plays an important role in both stages, with a stronger impact on the cumulative voting stage and a weaker one on the initial stage.Practical implicationsThis paper’s findings can be used to explore improvements to helpfulness voting by aligning it with an individual’s information process strategy, such as by providing more explicating heuristic cues, developing different methods of presenting relevant cues to promote the voting decision at different stages, and specifying the cognitive mechanisms when designing the functions and features of helpfulness voting.Originality/valueThis study explores the aggregative process of helpfulness votes, drawing on the study of the dynamics of online reviews for the first time. It also contributes to the understanding of the influence of various information cues on the process from an information process perspective.