A semantic measure of online review helpfulness and the importance of message entropy

2019
The helpfulness of online reviews and their impact on purchase decisions is well established. Much previous research measured that helpfulness by analyzing vote assessments. This study examines an alternative semantic measure based on a text analysis of the term helpful in those reviews. Analyzing over 20,000 reviews shows that the semantic measure has a considerably higher R-2 than vote assessments. Moreover, the new measure, as opposed to those based on votes, is not affected by posting order, avoiding a known source of bias in vote measures, and is conceptually unrelated to the number of previous helpfulness evaluations. The study also examines the role of the incremental entropy of each review's content as a new determinant of both the existing measures and the new semantic measure of online review helpfulness. The potential of the semantic measure, including that it can be automatically calculated even before human review users read the review, is discussed.
DECISION SUPPORT SYSTEMS
卷号:125
ISSN:0167-9236
收录类型
SSCI
发表日期
2019
学科领域
循证管理学
国家
美国
语种
英语
DOI
10.1016/j.dss.2019.113117
其他关键词
WORD-OF-MOUTH; CONSUMER REVIEWS; PERCEIVED HELPFULNESS; INFORMATION-THEORY; SOCIAL-INFLUENCE; PRODUCT REVIEWS; USER REVIEWS; E-COMMERCE; SALES; IMPACT
EISSN
1873-5797
被引频次(WOS)
15
被引更新日期
2022-01
来源机构
New Jersey Institute of Technology Drexel University
关键词
Online consumer reviews Ecommerce Review helpfulness Latent semantic analysis Information entropy increment