Online Review Solicitations Reduce Extremity Bias in Online Review Distributions and Increase Their Representativeness

References

• Ai C , Norton EC (2003) Interaction terms in logit and probit models. Econom. Lett. 80(1):123–129.Crossref, Google Scholar
• Anderson EW (1998) Customer satisfaction and word of mouth. J. Service Res. 1(1):5–17.Crossref, Google Scholar
• Anderson ET , Simester DI (2014) Reviews without a purchase: Low ratings, loyal customers, and deception. J. Marketing Res. 51(3):249–269.Crossref, Google Scholar
• Askalidis G , Kim SJ , Malthouse EC (2017) Understanding and overcoming biases in online review systems. Decision Support Systems 97:23–30.Crossref, Google Scholar
• Berger J (2014) Word of mouth and interpersonal communication: A review and directions for future research. J. Consumer Psych. 24(4):586–607.Crossref, Google Scholar
• Brandes L , Godes D , Mayzlin D (2019) What drives extremity bias in online reviews? Theory and experimental evidence. Working paper, University of Lucerne, Lucerne, Switzerland.Google Scholar
• Burtch G , Hong Y , Bapna R , Griskevicius V (2017) Stimulating online reviews by combining financial incentives and social norms. Management Sci. 64(5):2065–2082.Link, Google Scholar
• Chen Y , Harper FM , Konstan J , Li SX (2010) Social comparisons and contributions to online communities: A field experiment on movielens. Amer. Econom. Rev. 100(4):1358–1398.Crossref, 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
• Chevalier JA , Dover Y , Mayzlin D (2018) Channels of impact: User reviews when quality is dynamic and managers respond. Marketing Sci. 37(5):688–709.Link, Google Scholar
• Cialdini RB , Goldstein NJ (2004) Social influence: Compliance and conformity. Annual Rev. Psych. 55:591–621.Crossref, Google Scholar
• Freedman JL , Fraser SC (1966) Compliance without pressure: The foot-in-the-door technique. J. Personality Social Psych. 4(2):195.Google Scholar
• Godes D , Silva JC (2012) Sequential and temporal dynamics of online opinion. Marketing Sci. 31(3):448–473.Link, Google Scholar
• Guardian (2018) Meriton fined $3M for manipulating TripAdvisor hotel reviews. Accessed September 3, 2020, https://www.theguardian.com/travel/2018/jul/31/meriton-fined-3m-for-manipulating-tripadvisor-hotel-reviews.Google Scholar
• Hu N , Pavlou PA , Zhang J (2017) On self-selection biases in online product reviews. MIS Quart. 41(2):449–A17.Crossref, Google Scholar
• Hu N , Zhang J , Pavlou PA (2009) Overcoming the J-shaped distribution of product reviews. Comm. ACM 52(10):144–147.Crossref, Google Scholar
• Klein N , Marinescu I , Chamberlain A , Smart M (2018) Online reviews are biased. Here’s how to fix them. Harvard Business Review (March 6), https://hbr.org/2018/03/online-reviews-are-biased-heres-how-to-fix-them.Google Scholar
• Kullback S (1959) Information Theory and Statistics (Wiley, New York). Google Scholar
• Lerner J , Tetlock P (1999) Accounting for the effects of accountability. Psychol. Bull. 125:255–275.Crossref, Google Scholar
• Li X , Hitt LM (2008) Self-selection and information role of online product reviews. Inform. Systems Res. 19(4):456–474.Link, Google Scholar
• Luca M (2016) User-generated content and social media. Anderson SP, Stromberg D, Waldfogel J, eds. Handbook of Media Economics vol. 1B (Elsevier, Amsterdam), 563–592.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
• Moe WW , Schweidel DA (2012) Online product opinions: Incidence, evaluation, and evolution. Marketing Sci. 31(3):372–386.Link, Google Scholar
• Moe WW , Trusov M (2011) The value of social dynamics in online product ratings forums. J. Marketing Res. 48(3):444–456.Crossref, Google Scholar
• Montaguti E , Neslin SA , Valentini S (2016) Can marketing campaigns induce multichannel buying and more profitable customers? A field experiment. Marketing Sci. 35(2):201–217.Link, Google Scholar
• Muchnik L , Aral S , Taylor SJ (2013) Social influence bias: A randomized experiment. Science 341(6146):647.Crossref, Google Scholar
• Proserpio D , Zervas G (2017) Online reputation management: Estimating the impact of management responses on consumer reviews. Marketing Sci. 36(5):645–665.Link, Google Scholar
• Rosario B , Ana FS , de Valck K , Bijmolt THA (2016) The effect of electronic word of mouth on sales: A meta-analytic review of platform, product, and metric factors. J. Marketing Res. 53(3):297–318.Crossref, Google Scholar
• Schoenmueller V , Netzer O , Stahl F (2019) The extreme distribution of online reviews: Prevalence, drivers and implications. Working paper, Universita Bocconi, Milan, Italy.Google Scholar
• Sridhar S , Srinivasan R (2012) Social influence effects in online product ratings. J. Marketing 76(5):70–88.Crossref, Google Scholar
• Stephen A , Bart Y , Du Plessis C , Goncalves D (2012) Does paying for online product reviews pay off? The effects of monetary incentives on content creators and consumers. Gürhan-Canli Z, Otnes C, Zhu RJ, eds. NA–Advances in Consumer Research, vol. 40 (Association for Consumer Research, Duluth, MN), 228–231.Google Scholar
• Sun M (2011) How does the variance of product ratings matter? Management Sci. 58(4):696–707.Link, Google Scholar
• TripAdvisor (2018) Get more feedback with Review Express. Accessed September 3, 2020, https://www.tripadvisor.com/ReviewExpress.Google Scholar
• Wang Y , Chaudhry A (2018) When and how managers’ responses to online reviews affect subsequent reviews. J. Marketing Res. 55(2):163–177.Crossref, Google Scholar
• Wu F , Huberman BA (2008) How public opinion forms. Papadimitrou C, Zhang S, eds. Internet and Network Economics (Springer, New York), 334–341.Google Scholar