Online review helpfulness: the moderating effects of review comprehensiveness

Abstract

Purpose

Consumers’ evaluation of online review helpfulness has been widely examined. The extant literature suggests that the attributes of review content (e.g. review length and extremity) influence review helpfulness. However, review length cannot fully reflect the richness of the review content. Anchoring on information diagnosticity and extremity bias, this study aims to explore the effect of review comprehensiveness on its helpfulness.

Design/methodology/approach

Field observations were obtained from 11,812 online restaurant reviews on a popular restaurant review platform. A controlled experiment was conducted to further delineate the effect of review comprehensiveness.

Findings

Review comprehensiveness moderates the effects of review length and an extremely negative review on helpfulness. It also confirms that for reviews of the same length, one covering more aspects is perceived by consumers as more helpful.

Practical implications

Different aspects of information in a review can efficiently assist decision-making. The results suggest that review platforms can better design their interface by providing separate areas for different product aspects. The platform can then receive more comprehensive and helpful reviews and increase the diagnosticity of these.

Originality/value

The study enriches the literature by introducing review comprehensiveness and examining the joint effects of review length and comprehensiveness on helpfulness. It also contributes to the literature by indicating how to reduce the effect of review extremity.

Citation

Liu, Y. and Hu, H.-f. (2021), "Online review helpfulness: the moderating effects of review comprehensiveness", International Journal of Contemporary Hospitality Management, Vol. 33 No. 2, pp. 534-556. https://doi.org/10.1108/IJCHM-08-2020-0856