The Asymmetric Effects of Posting an Online Review on Future Spending and the Dark Side of Solicitations

Published Online:https://doi.org/10.1287/mnsc.2023.01951

References

  • Abadie A, Angrist JD, Imbens GW (2002) Instrumental variables estimates of the effect of subsidized training on the quantiles of trainee earnings. Econometrica 70(1):91–117.CrossrefGoogle Scholar
  • Algesheimer R, Borle S, Dholakia UM, Singh SS (2010) The impact of customer community participation on customer behaviors: An empirical investigation. Marketing Sci. 29(4):756–769.LinkGoogle Scholar
  • Angrist JD (2001) Estimation of limited dependent variable models with dummy endogenous regressors: Simple strategies for empirical practice. J. Bus. Econom. Statist. 19(1):2–16.CrossrefGoogle Scholar
  • Angrist JD, Pischke JS (2015) Mastering Metrics: The Path from Cause to Effect (Princeton University Press, Princeton, NJ).Google Scholar
  • Angrist JD, Imbens GW, Rubin DB (1996) Identification of causal effects using instrumental variables. J. Amer. Statist. Assoc. 91(434):444–455.CrossrefGoogle Scholar
  • Askalidis G, Kim SJ, Malthouse EC (2017) Understanding and overcoming biases in online review systems. Decision Support Systems 97:23–30.CrossrefGoogle Scholar
  • Babić Rosario A, Sotgiu F, 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.CrossrefGoogle Scholar
  • Bénabou R, Tirole J (2006) Incentives and prosocial behavior. Amer. Econom. Rev. 96(5):1652–1678.CrossrefGoogle Scholar
  • Berger J (2014) Word of mouth and interpersonal communication: A review and directions for future research. J. Consumer Psych. 24(4):586–607.CrossrefGoogle Scholar
  • Bloom HS, Orr LL, Bell SH, Cave G, Doolittle F, Lin W, Bos JM (1997) The benefits and costs of JTPA Title II-A programs: Key findings from the national job training partnership act study. J. Human Resources 32(3):549–576.CrossrefGoogle Scholar
  • Brandes L, Godes D, Mayzlin D (2022) Extremity bias in online reviews: The role of attrition. J. Marketing Res. 59(4):675–695.CrossrefGoogle Scholar
  • Burtch G, Hong Y, Bapna R, Griskevicius V (2018) Stimulating online reviews by combining financial incentives and social norms. Management Sci. 64(5):2065–2082.LinkGoogle Scholar
  • Bushman BJ (2002) Does venting anger feed or extinguish the flame? Catharsis, rumination, distraction, anger, and aggressive responding. Personality Soc. Psych. Bull. 28(6):724–731.CrossrefGoogle Scholar
  • Cabral L, Li L (2015) A dollar for your thoughts: Feedback-conditional rebates on eBay. Management Sci. 61(9):2052–2063.LinkGoogle Scholar
  • Carlsmith KM, Wilson TD, Gilbert DT (2008) The paradoxical consequences of revenge. J. Personality Soc. Psych. 95(6):1316–1324.CrossrefGoogle Scholar
  • Chevalier JA, Mayzlin D (2006) The effect of word of mouth on sales: Online book reviews. J. Marketing Res. 43(3):345–354.CrossrefGoogle Scholar
  • Chintagunta PK, Gopinath S, Venkataraman S (2010) The effects of online user reviews on movie box office performance: Accounting for sequential rollout and aggregation across local markets. Marketing Sci. 29(5):944–957.LinkGoogle Scholar
  • Dholakia UM (2010) A critical review of question–Behavior effect research. Rev. Marketing Res. 7:145–199.CrossrefGoogle Scholar
  • Donaker G, Kim H, Luca M (2019) Designing better online review systems. Harvard Bus. Rev. 97(6):122–129.Google Scholar
  • FirstPage (2023) Average customer acquisition cost (CAC) by industry: B2C edition. Accessed January 30, 2024, https://firstpagesage.com/reports/average-cac-by-industry-b2c-edition/.Google Scholar
  • Fitzsimons GJ, Morwitz VG (1996) The effect of measuring intent on brand-level purchase behavior. J. Consumer Res. 23(1):1–11.CrossrefGoogle Scholar
  • Fitzsimons GJ, Shiv B (2001) Nonconscious and contaminative effects of hypothetical questions on subsequent decision making. J. Consumer Res. 28(2):224–238.CrossrefGoogle Scholar
  • Fitzsimons GJ, Williams P (2000) Asking questions can change choice behavior: Does it do so automatically or effortfully? J. Experiment. Psych. Appl. 6(3):195–206.CrossrefGoogle Scholar
  • Flores CA, Chen X (2018) Average Treatment Effect Bounds with an Instrumental Variable: Theory and Practice (Springer, Singapore).Google Scholar
  • Fradkin A, Holtz D (2023) Do incentives to review help the market? Evidence from a field experiment on Airbnb. Marketing Sci. 42(5):853–865.LinkGoogle Scholar
  • Fredrickson BL, Branigan C (2005) Positive emotions broaden the scope of attention and thought-action repertoires. Cognition Emotions 19(3):313–332.CrossrefGoogle Scholar
  • Gao B, Wang J, Ding X, Guo Y (2025) The pitfalls of review solicitation: Evidence from a natural experiment on TripAdvisor. Management Sci. 71(2):1671–1691.LinkGoogle Scholar
  • Gneezy A, Imas A, Brown A, Nelson LD, Norton MI (2012) Paying to be nice: Consistency and costly prosocial behavior. Management Sci. 58(1):179–187.LinkGoogle Scholar
  • Grégoire Y, Tripp TM, Legoux R (2009) When customer love turns into lasting hate: The effects of relationship strength and time on customer revenge and avoidance. J. Marketing 73(6):18–32.CrossrefGoogle Scholar
  • Grewal L, Stephen AT, Coleman NV (2019) When posting about products on social media backfires: The negative effects of consumer identity signaling on product interest. J. Marketing Res. 56(2):197–210.CrossrefGoogle Scholar
  • Gu X, Kannan PK (2021) The dark side of mobile app adoption: Examining the impact on customers’ multichannel purchase. J. Marketing Res. 58(2):246–264.CrossrefGoogle Scholar
  • Gupta S, Zeithaml V (2006) Customer metrics and their impact on financial performance. Marketing Sci. 25(6):718–739.LinkGoogle Scholar
  • Holm S (1979) A simple sequentially rejective multiple test procedure. Scandinavian J. Statist. 6(2):65–70.Google Scholar
  • Imbens GW, Angrist JD (1994) Identification and estimation of local average treatment effects. Econometrica 62(2):467–475.CrossrefGoogle Scholar
  • Imbens GW, Rubin DB (2015) Causal Inference in Statistics, Social, and Biomedical Sciences (Cambridge University Press, Cambridge, UK).CrossrefGoogle Scholar
  • John LK, Emrich O, Gupta S, Norton MI (2017) Does ‘liking’ lead to loving? The impact of joining a brand’s social network on marketing outcomes. J. Marketing Res. 54(1):144–155.CrossrefGoogle Scholar
  • Karaman H (2021) Online review solicitations reduce extremity bias in online review distributions and increase their representativeness. Management Sci. 67(7):4420–4445.LinkGoogle Scholar
  • Kensinger EA, Corkin S (2003) Memory enhancement for emotional words: Are emotional words more vividly remembered than neutral words? Memory Cognition 31(8):1169–1180.CrossrefGoogle Scholar
  • Khamitov M, Grégoire Y, Suri A (2020) A systematic review of brand transgression, service failure recovery and product-harm crisis: Integration and guiding insights. J. Acad. Marketing Sci. 48(3):519–542.CrossrefGoogle Scholar
  • Khern-Am-Nuai W, Kannan K, Ghasemkhani H (2018) Extrinsic versus intrinsic rewards for contributing reviews in an online platform. Inform. Systems Res. 29(4):871–892.LinkGoogle Scholar
  • Lamberton C, Stephen AT (2016) A thematic exploration of digital, social media, and mobile marketing: Research evolution from 2000 to 2015 and an agenda for future inquiry. J. Marketing 80(6):146–172.CrossrefGoogle Scholar
  • Manchanda P, Packard G, Pattabhiramaiah A (2015) Social dollars: The economic impact of customer participation in a firm-sponsored online customer community. Marketing Sci. 34(3):367–387.LinkGoogle Scholar
  • McCarthy DM, Winer RS (2019) The Pareto rule in marketing revisited: Is it 80/20 or 70/20? Marketing Lett. 30(2):139–150.CrossrefGoogle Scholar
  • Moore SG (2012) Some things are better left unsaid: How word of mouth influences the storyteller. J. Consumer Res. 38(6):1140–1154.CrossrefGoogle Scholar
  • Morgan NA, Rego LL (2006) The value of different customer satisfaction and loyalty metrics in predicting business performance. Marketing Sci. 25(5):426–439.LinkGoogle Scholar
  • Morwitz VG, Fitzsimons GJ (2004) The mere-measurement effect: Why does measuring intentions change actual behavior. J. Consumer Psych. 14(1–2):64–74.CrossrefGoogle Scholar
  • Morwitz VG, Johnson E, Schmittlein D (1993) Does measuring intent change behavior? J. Consumer Res. 20(1):46–61.CrossrefGoogle Scholar
  • Naumzik C, Feuerriegel S, Weinmann M (2022) I will survive: Predicting business failures from customer ratings. Marketing Sci. 41(1):188–207.LinkGoogle Scholar
  • Paget S (2023) Local consumer review survey 2023. Accessed March 1, 2024, https://www.brightlocal.com/research/local-consumer-review-survey/.Google Scholar
  • Pocchiari M, Proserpio D, Dover Y (2024) Online reviews: A literature review and roadmap for future research. Int. J. Res. Marketing 42(2):275–297.CrossrefGoogle Scholar
  • Proserpio D, Zervas G (2017) Online reputation management: Estimating the impact of management responses on consumer reviews. Marketing Sci. 36(5):645–665.LinkGoogle Scholar
  • Qiao D, Lee SY, Whinston AB, Wei Q (2020) Financial incentives dampen altruism in online prosocial contributions: A study of online reviews. Inform. Systems Res. 31(4):1361–1375.LinkGoogle Scholar
  • Romano JP, Wolf M (2005) Exact and approximate stepdown methods for multiple hypothesis testing. J. Amer. Statist. Assoc. 100(469):94–108.CrossrefGoogle Scholar
  • Schoenmueller V, Netzer O, Stahl F (2020) The polarity of online reviews: Prevalence, drivers and implications. J. Marketing Res. 57(5):853–877.CrossrefGoogle Scholar
  • Sprott DE, Spangenberg ER, Block LG, Fitzsimons GJ, Morwitz VG, Williams P (2006) The question–behavior effect: What we know and where we go from here. Soc. Influence 1(2):128–137.CrossrefGoogle Scholar
  • Statistica (2023) Total number of user reviews and ratings on Tripadvisor worldwide from 2014 to 2022. Accessed February 20, 2024, https://www.statista.com/statistics/684862/tripadvisor-number-of-reviews/.Google Scholar
  • TripAdvisor (2017) The complete Review Express guide. Accessed May 2, 2024, https://www.tripadvisor.com/TripAdvisorInsights/w594.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.CrossrefGoogle Scholar
  • Wang Y, Lewis M, Cryder C, Sprigg J (2016) Enduring effects of goal achievement and failure within customer loyalty programs: A large-scale field experiment. Marketing Sci. 35(4):565–575.LinkGoogle Scholar
  • Zhu F, Zhang XM (2010) Impact of online consumer reviews on sales: The moderating role of product and consumer characteristics. J. Marketing 74(2):133–148.CrossrefGoogle Scholar
INFORMS site uses cookies to store information on your computer. Some are essential to make our site work; Others help us improve the user experience. By using this site, you consent to the placement of these cookies. Please read our Privacy Statement to learn more.