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http://dx.doi.org/10.15813/kmr.2021.22.1.012

A Study on the Influence of Sentiment and Emotion on Review Helpfulness through Online Reviews of Restaurants  

Yao, Ziyan (Pusan National University)
Park, Jiyoung (Kookmin University)
Hong, Taeho (Pusan National University)
Publication Information
Knowledge Management Research / v.22, no.1, 2021 , pp. 243-267 More about this Journal
Abstract
Sentiment represents one's own state through the process of change to stimulus, and emotion represents a simple psychological state felt for a certain phenomenon. These two terms tend to be used interchangeably, but their meaning and usage are different. In this study, we try to find out how it affects the helpfulness of reviews by classifying sentiment and emotion through online reviews written by online consumers after purchasing and using various products and services. Recently, online reviews have become a very important factor for businesses and consumers. Helpful reviews play a key role in the decision-making process of potential customers and can be assessed through review helpfulness. The helpfulness of reviews is becoming increasingly important in practice as it is utilized in marketing strategies in business as well as in purchasing decision-making issues of consumers. And academically, the importance of research to find the factors influencing the helpfulness of reviews is growing. In this study, Yelp.com secured reviews on restaurants and conducted a study on how the sentiment and emotion of online reviews affect the helpfulness of reviews. Based on the prior research, a research model including sentiment and emotions for online reviews was built, and text mining analyzes how the sentiment and emotion of online reviews affect the helpfulness of online reviews, and the difference in the effects on emotions It was verified. The results showed that negative sentiment and emotion had a greater effect on review helpfulness, which was consistent with the negative bias theory.
Keywords
Online review; Online review helpfulness; Sentiment; Emotion; Negative bias;
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