How Digital Word-of-Mouth Affects Consumer Decision Making: Evidence from Doctor Appointment Booking

References

• Angrist JD (1990) Lifetime earnings and the Vietnam era draft lottery: Evidence from social security administrative records. Amer. Econom. Rev. 80(3):313–336.Google Scholar
• Angrist J, Krueger AB (1994) Why do World War II veterans earn more than nonveterans? J. Labor Econom. 12(1):74–97.Crossref, Google Scholar
• Austin JM, Jha AK, Romano PS, Singer SJ, Vogus TJ, Wachter RM, Pronovost PJ (2015) National hospital ratings systems share few common scores and may generate confusion instead of clarity. Health Affairs 34(3):423–430.Crossref, Google Scholar
• Bakos JY (1997) Reducing buyer search costs: Implications for electronic marketplaces. Management Sci. 43(12):1676–1692.Link, Google Scholar
• Bell DR, Ho T-H, Tang CS (1998) Determining where to shop: Fixed and variable costs of shopping. J. Marketing Res. 35(3):352–369.Crossref, Google Scholar
• Berger J, Sorensen AT, Rasmussen SJ (2010) Positive effects of negative publicity: When negative reviews increase sales. Marketing Sci. 29(5):815–827.Link, Google Scholar
• Bettman J, Johnson E, Payne J (1991) Consumer decision making. Robertson TS, Kassarjian HH, eds. Handbook of Consumer Behaviour (Prentice-Hall, Englewood Cliffs, NJ), 50–84.Google Scholar
• Boulding W, Kirmani A (1993) A consumer-side experimental examination of signaling theory: Do consumers perceive warranties as signals of quality? J. Consumer Res. 20(1):111–123.Crossref, Google Scholar
• Bucklin RE, Sismeiro C (2003) A model of website browsing behavior estimated on clickstream data. J. Marketing Res. 40(3):249–267.Crossref, Google Scholar
• Caplin A, Dean M, Martin D (2011) Search and satisficing. Amer. Econom. Rev. 101(7):2899–2922.Crossref, Google Scholar
• Chen P-Y, Wu S-Y, Yoon J (2004) The impact of online recommendations and consumer feedback on sales. Proc. 2004 Internat. Conf. Inform. Systems (Association for Information Systems, Atlanta), article 58.Google Scholar
• Chen Y, Xie J (2008) Online consumer review: Word-of-mouth as a new element of marketing communication mix. Management Sci. 54(3):477–491.Link, Google Scholar
• Chevalier JA, Mayzlin D (2006) The effect of word of mouth on sales: Online book reviews. J. Marketing Res. 43(3):345–354.Crossref, Google Scholar
• De los Santos B, Hortaçsu A, Wildenbeest MR (2012) Testing models of consumer search using data on web browsing and purchasing behavior. Amer. Econom. Rev. 102(6):2955–2980.Crossref, Google Scholar
• de Matos MG, Ferreira P, Smith MD, Telang R (2016) Culling the herd: Using real-world randomized experiments to measure social bias with known costly goods. Management Sci. 62(9):2563–2580.Link, Google Scholar
• Dellarocas C, Zhang XQ, Awad NF (2007) Exploring the value of online product reviews in forecasting sales: The case of motion pictures. J. Interactive Marketing 21(4):23–45.Crossref, Google Scholar
• Dorner V, Ivanova O, Scholz M (2013) Think twice before you buy! How recommendations affect three-stage purchase decision processes. Proc. 2013 Internat. Conf. Inform. Systems (Association for Information Systems, Atlanta), article 20.Google Scholar
• Duan W, Gu B, Whinston AB (2008) The dynamics of online word-of-mouth and product sales—An empirical investigation of the movie industry. J. Retailing 84(2):233–242.Crossref, Google Scholar
• Engel J, Kollat D, Blackwell R (1968) Consumer Behavior (Holt, Rinehart, and Winston Place, New York).Google Scholar
• Gao G, Greenwood BN, Agarwal R, McCullough JS (2015) Vocal minority and silent majority: How do online ratings reflect population perceptions of quality. Management Inform. Systems Quart. 39(3):565–590.Crossref, Google Scholar
• Gao GG, McCullough JS, Agarwal R, Jha AK (2012) A changing landscape of physician quality reporting: Analysis of patients’ online ratings of their physicians over a 5-year period. J. Med. Internet Res. 14(1):e38.Crossref, Google Scholar
• Ghose A, Ipeirotis PG, Li B (2019) Modeling consumer footprints on search engines: An interplay with social media. Management Sci. 65(3):1363–1385.Google Scholar
• Ghose A, Ipeirotis PG, Li B (2014) Examining the impact of ranking on consumer behavior and search engine revenue. Management Sci. 60(7):1632–1654.Link, Google Scholar
• Goodman JK, Broniarczyk SM, Griffin JG, McAlister L (2013) Help or hinder? When recommendation signage expands consideration sets and heightens decision difficulty. J. Consumer Psych. 23(2):165–174.Crossref, Google Scholar
• Gu B, Park J, Konana P (2012) Research note—The impact of external word-of-mouth sources on retailer sales of high-involvement products. Inform. Systems Res. 23(1):182–196.Link, Google Scholar
• Guidry J, Aday L, Zhang D, Winn R (1997) Transportation as a barrier to cancer treatment. Cancer Practice 5(6):361–366.Google Scholar
• Gupta P, Harris J (2010) How e-WOM recommendations influence product consideration and quality of choice: A motivation to process information perspective. J. Bus. Res. 63(9–10):1041–1049.Crossref, Google Scholar
• Hong Y, Chen P-y, Hitt LM (2012) Measuring product type with dynamics of online product review variance. Working paper, Temple University, Philadelphia.Google Scholar
• Horowitz JL, Louviere JJ (1995) What is the role of consideration sets in choice modeling? Internat. J. Res. Marketing 12(1):39–54.Crossref, Google Scholar
• Jabr W (2015) The fallacy of spam reviews. Presentation, Workshop on Information Systems and Economics, December 12–13, Dallas.Google Scholar
• Jabr W, Zheng Z (2014) Know yourself and know your enemy: An analysis of firm recommendations and consumer reviews in a competitive environment. Management Inform. Systems Quart. 38(3):635–654.Crossref, Google Scholar
• Jang SH, Prasad A, Ratchford BT (2012) How consumers use product reviews in the purchase decision process. Marketing Lett. 23(3):825–838.Crossref, Google Scholar
• Jansen BJ, Spink A, Kathuria V (2007) How to Define Searching Sessions on Web Search Engines (Springer, Berlin).Crossref, Google Scholar
• Javetski B, ed. (2017) Customer experience: New capabilities, new audiences, new opportunities. Report, McKinsey and Company, New York.Google Scholar
• Johnson EJ, Moe WW, Fader PS, Bellman S, Lohse GL (2004) On the depth and dynamics of online search behavior. Management Sci. 50(3):299–308.Link, Google Scholar
• Kang Y-S, Herr PM, Page CM (2003) Time and distance: Asymmetries in consumer trip knowledge and judgments. J. Consumer Res. 30(3):420–429.Crossref, Google Scholar
• Li XX, Hitt LM (2008) Self-selection and information role of online product reviews. Inform. Systems Res. 19(4):456–474.Link, Google Scholar
• Chen P-Y, Hong Y, Liu Y (2018) The value of multidimensional rating systems: Evidence from a natural experiment and randomized experiments Management Sci. 64(10):4629–4647.Link, Google Scholar
• Lleras JS, Masatlioglu Y, Nakajima D, Ozbay EY (2017) When more is less: Limited consideration. J. Econom. Theory 170:70–85.Crossref, Google Scholar
• Lu SF, Rui H (2017) Can we trust online physician ratings? Evidence from cardiac surgeons in Florida. Management Sci. 64(6):2557–2573.Google Scholar
• Luca M, Zervas G (2016) Fake it till you make it: Reputation, competition, and Yelp review fraud. Management Sci. 62(12):3412–3427.Link, Google Scholar
• Mayzlin D, Dover Y, Chevalier J (2014) Promotional reviews: An empirical investigation of online review manipulation. Amer. Econom. Rev. 104(8):2421–2455.Crossref, Google Scholar
• Meyer BD (1995) Natural and quasi-experiments in economics. J. Bus. Econom. Statist. 13(2):151–161.Crossref, Google Scholar
• Moe WW (2003) Buying, searching, or browsing: Differentiating between online shoppers using in-store navigational clickstream. J. Consumer Psych. 13(1–2):29–39.Crossref, Google Scholar
• Moe WW, Fader PS (2004) Dynamic conversion behavior at e-commerce sites. Management Sci. 50(3):326–335.Link, Google Scholar
• Montgomery AL, Li SB, Srinivasan K, Liechty JC (2004) Modeling online browsing and path analysis using clickstream data. Marketing Sci. 23(4):579–595.Link, Google Scholar
• Narayanan S, Kalyanam K (2015) Position effects in search advertising and their moderators: A regression discontinuity approach. Marketing Sci. 34(3):388–407.Link, Google Scholar
• Nasraoui O, Saka E (2007) Web Usage Mining in Noisy and Ambiguous Environments: Exploring the Role of Concept Hierarchies, Compression, and Robust User Profiles (Springer, Berlin).Crossref, Google Scholar
• Robert MP, James MC, Alfred JM (1998) The geographic distribution of physicians in the United States and the contribution of international medical graduates. Medical Care Res. Rev. 55(1):116–130.Crossref, Google Scholar
• Shavitt S, Fazio RH (1991) Effects of attribute salience on the consistency between attitudes and behavior predictions. Personality Soc. Psych. Bull. 17(5):507–516Crossref, Google Scholar
• Simon HA (1956) Rational choice and the structure of the environment. Psych. Rev. 63(2):129.Crossref, Google Scholar
• Smith A, Anderson M (2016) Online shopping and e-commerce. Report, Pew Research Center, Washington, DC.Google Scholar
• Syed ST, Gerber BS, Sharp LK (2013) Traveling toward disease: Transportation barriers to healthcare access. J. Community Health 38(5):976–993.Crossref, Google Scholar
• Tucker C, Zhang J (2011) How does popularity information affect choices? A field experiment. Management Sci. 57(5):828–842.Link, Google Scholar
• Ursu RM (2018) The power of rankings: Quantifying the effect of rankings on online consumer search and purchase decisions. Marketing Sci. 37(4):530–552Link, Google Scholar
• Wright PL, Barbour F (1977) Phased decision strategies: Sequels to an initial screening. Starr MK, Zeleny M, eds. Multiple Criteria Decision Making, North Holland/TIMS Studies in the Management Science, vol. 6 (North-Holland, Amsterdam), 91–109.Google Scholar
• Xu Y, Armony M, Ghose A (2017) The interplay between online reviews and physician demand: An empirical investigation. Working paper, Gies College of Business, Champaign, IL.Google Scholar
• Zhu F, Zhang X (2010) Impact of online consumer reviews on sales: The moderating role of product and consumer characteristics. J. Marketing 74(2):133–148.Crossref, Google Scholar