The impact of service attributes and category on eWOM helpfulness: An investigation of extremely negative and positive ratings using latent semantic analytics and regression analysis

作者：

Highlights：

• We study the determinants of extremely positive and negative ratings helpfulness.

• We use latent semantic analysis and regression analysis.

• We use expectation-confirmation theory and the attribute-based model.

• Specific hotel attributes discussed in reviews predict extreme rating helpfulness.

• Service category moderates the relationship between attributes and ratings helpfulness.

摘要

•We study the determinants of extremely positive and negative ratings helpfulness.•We use latent semantic analysis and regression analysis.•We use expectation-confirmation theory and the attribute-based model.•Specific hotel attributes discussed in reviews predict extreme rating helpfulness.•Service category moderates the relationship between attributes and ratings helpfulness.

论文关键词：eWOM,Extreme ratings,Review helpfulness,Hotel attributes,Hotel category,Text analytics

论文评审过程：Received 9 February 2020, Revised 8 August 2020, Accepted 14 August 2020, Available online 26 August 2020, Version of Record 23 September 2020.

论文官网地址：https://doi.org/10.1016/j.chb.2020.106527