Conference Proceedings

What Makes a Review Credible? Heuristic and Systematic Factors for the Credibility of Online Reviews

Ehsan Abedin, Antonette Mendoza, Shanika Karunasekera

Proceedings of Australasian Conference on Information Systems 2019 | Association for Information Systems | Published : 2019

Abstract

In the digital transformation era, online reviews have become an important source of information for decisions about purchases. Research shows that online reviews influence users’ behaviors and product sales. However, questions remain about how and why users assess the credibility of online reviews for different products/services on different websites. Using semi-structured interviews as a way of understanding how users assess the credibility of online reviews, we propose a comprehensive credibility analysis model for online reviews. The proposed model extends a model we previously proposed; and uses the Heuristic Systematic Model (HSM) as a theoretical lens, which helps us to understand dif..

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