The Effects of Consumer Experience and Disconfirmation on the Timing of Online Review: Field Evidence from the Restaurant Business
Online review timing, Consumer experience, Disconfirmation, Restaurant
Daniels College of Business, Fritz Knoebel School of Hospitality Management
This study investigated the effects of consumer experience and disconfirmation on the timing of online reviews. Based on a unique dataset of restaurant reservations and online reviews, the empirical results indicate that (1) there is a reverse U-shaped relationship between consumer experience and online review posting timing, i.e., consumers who have strongly dissatisfying or satisfying experiences tend to post online reviews earlier than consumers who have moderate experience; (2) the disconfirmation between a customer’s experience and the average rating of prior reviews has a negative effect on his or her online review posting speed; and (3) the effect of disconfirmation on review posting speed is substantial for consumers who have strongly dissatisfying or satisfying experiences, while it is weaker for consumers who have moderate experience.
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Li, Hengyun, et al. “The Effects of Consumer Experience and Disconfirmation on the Timing of Online Review: Field Evidence from the Restaurant Business.” International Journal of Hospitality Management, vol. 84, 2020, p. 102344. doi: 10.1016/j.ijhm.2019.102344.