경영정보학연구 (Information Systems Review)

  • 제26권1호
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  • Pages.173-192
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  • 2024
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  • 2982-6551(pISSN)
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  • 2982-6837(eISSN)
한국경영정보학회 (The Korea Society of Management Information Systems)
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리뷰어의 국가문화, CSR 정보, 리뷰 유용성 간의 관계

Relationship between Reviewer's National Culture, CSR Information, and Review Usefulness

  • 이중원 (고려대학교 세종캠퍼스 ) ;
  • 김오성 (충북대학교 산학협력중점 )
  • Jungwon Lee (Sejong Business Research Institute, Korea University) ;
  • Ohsung Kim (Industry-University Cooperation Foundation, Chungbuk Pro Makercenter, Chungbuk National University)
  • 투고 : 2023.10.16
  • 심사 : 2024.01.03
  • 발행 : 2024.02.29
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초록

리뷰 플랫폼을 기반으로 소비자가 호텔을 선택할 때 다른 소비자의 의견을 참고하는 현상이 증가하고 있다. 선행연구는 온라인 리뷰가 여행자의 정보 수용과 의사결정에 어떻게 영향을 미치는지에 주로 초점을 맞춰 왔다. 하지만, 호텔의 CSR 활동이 온라인 리뷰에 어떻게 반영되며, 이러한 정보가 잠재 소비자에게 어떠한 영향을 미치는지에 관한 연구는 소수에 불과하다. 호텔산업에서 CSR의 중요성은 지속적으로 커지고 있어, 호텔의 CSR 활동이 온라인 리뷰를 통해 다른 잠재 소비자에게 전달되는지 분석하는 것은 의미가 있다고 할 수 있다. 본 연구에서는 온라인 리뷰에 포함된 CSR 정보의 선행요인으로 리뷰어의 문화를 고려하고, 후행요인으로 리뷰 유용성을 고려하여 관계를 탐색하였다. 실증분석을 위해 서울에 위치한 호텔을 대상으로 온라인 리뷰 6,632개 수집하여 다수준 회귀분석으로 분석하였다. CSR 정보의 측정은 LIWC(Linguistic Inquiry and Word Count) 방법론을 활용하였으며, 국가문화는 동양과 서양으로 구분하여 측정하였다. 분석결과, 동양 국가의 소비자는 상대적으로 온라인 리뷰에 CSR 정보를 더 작성하는 경향이 있으며, 리뷰에 포함된 CSR 정보는 리뷰 유용성에 긍정적인 영향을 미쳤다.

The phenomenon of consumers referring to the opinions of other consumers when choosing a hotel based on review platforms is rapidly increasing. Previous research has mainly focused on how online reviews affect travelers' information acceptance and decision making. However, there are only a few studies on how hotels' CSR activities are reflected in online reviews and how this information affects potential consumers. As the importance of CSR in the hotel industry continues to grow, it is meaningful to analyze whether a hotel's CSR activities are communicated to other potential consumers through online reviews. In this study, we explored the relationship by considering the reviewer's culture as a leading factor of CSR information included in online reviews and review usefulness as a subsequent factor. For empirical analysis, 6,632 online reviews of hotels located in Seoul were collected and analyzed using multilevel regression analysis. The LIWC(Linguistic Inquiry and Word Count) methodology was used to measure CSR information, and national culture was measured separately into East and West. As a result of the analysis, consumers in Asian countries tend to write relatively more CSR information in online reviews, and CSR information included in reviews had a positive effect on review usefulness.

키워드

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