What Factors Make Online Travel Reviews Credible? The Consumers’ Credibility Perception-CONCEPT Model
Online reviews have become a fundamental element in searching for and buying a tourism service. In particular, in the phase of post-pandemic caused by the COVID-19, social media are important channels of inspiration of dreams and encouragement to begin envisioning future trips. However, the growing...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
MDPI AG
2022-03-01
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| Series: | Societies |
| Subjects: | |
| Online Access: | https://www.mdpi.com/2075-4698/12/2/50 |
| _version_ | 1797409363460096000 |
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| author | Tiziana Guzzo Fernando Ferri Patrizia Grifoni |
| author_facet | Tiziana Guzzo Fernando Ferri Patrizia Grifoni |
| author_sort | Tiziana Guzzo |
| collection | DOAJ |
| description | Online reviews have become a fundamental element in searching for and buying a tourism service. In particular, in the phase of post-pandemic caused by the COVID-19, social media are important channels of inspiration of dreams and encouragement to begin envisioning future trips. However, the growing trend of fake reviews is becoming a big issue for consumers. This study proposes and empirically validates a new model that enables predicting consumers’ Credibility Perception of Online Reviews (CPOR) related to tourism, considering all integrated factors of the communication process. A survey was carried out via a structured questionnaire. In particular, 615 answers from Italian travel groups were collected, and correlation and regression analyses were conducted. Results show that the website brand, advisor’s expertise, reviews’ sidedness and consistency, and consumer experience are significant predictors of CPOR. Website usability and reputation are instead weak predictors. This study provides the design and test of a credibility model, contributing to the theoretical and empirical advancement of the literature and enhancing the knowledge on consumer behavior. |
| first_indexed | 2024-03-09T04:13:29Z |
| format | Article |
| id | doaj.art-db8e2e74083e4f2b9dd508ace2d022ce |
| institution | Directory Open Access Journal |
| issn | 2075-4698 |
| language | English |
| last_indexed | 2024-03-09T04:13:29Z |
| publishDate | 2022-03-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Societies |
| spelling | doaj.art-db8e2e74083e4f2b9dd508ace2d022ce2023-12-03T13:57:44ZengMDPI AGSocieties2075-46982022-03-011225010.3390/soc12020050What Factors Make Online Travel Reviews Credible? The Consumers’ Credibility Perception-CONCEPT ModelTiziana Guzzo0Fernando Ferri1Patrizia Grifoni2Institute for Research on Population and Social Policies, National Research Council, 00185 Rome, ItalyInstitute for Research on Population and Social Policies, National Research Council, 00185 Rome, ItalyInstitute for Research on Population and Social Policies, National Research Council, 00185 Rome, ItalyOnline reviews have become a fundamental element in searching for and buying a tourism service. In particular, in the phase of post-pandemic caused by the COVID-19, social media are important channels of inspiration of dreams and encouragement to begin envisioning future trips. However, the growing trend of fake reviews is becoming a big issue for consumers. This study proposes and empirically validates a new model that enables predicting consumers’ Credibility Perception of Online Reviews (CPOR) related to tourism, considering all integrated factors of the communication process. A survey was carried out via a structured questionnaire. In particular, 615 answers from Italian travel groups were collected, and correlation and regression analyses were conducted. Results show that the website brand, advisor’s expertise, reviews’ sidedness and consistency, and consumer experience are significant predictors of CPOR. Website usability and reputation are instead weak predictors. This study provides the design and test of a credibility model, contributing to the theoretical and empirical advancement of the literature and enhancing the knowledge on consumer behavior.https://www.mdpi.com/2075-4698/12/2/50credibilitytrustworthinessonline travel reviewswebsite qualitymessage qualityconsumer attitudes |
| spellingShingle | Tiziana Guzzo Fernando Ferri Patrizia Grifoni What Factors Make Online Travel Reviews Credible? The Consumers’ Credibility Perception-CONCEPT Model Societies credibility trustworthiness online travel reviews website quality message quality consumer attitudes |
| title | What Factors Make Online Travel Reviews Credible? The Consumers’ Credibility Perception-CONCEPT Model |
| title_full | What Factors Make Online Travel Reviews Credible? The Consumers’ Credibility Perception-CONCEPT Model |
| title_fullStr | What Factors Make Online Travel Reviews Credible? The Consumers’ Credibility Perception-CONCEPT Model |
| title_full_unstemmed | What Factors Make Online Travel Reviews Credible? The Consumers’ Credibility Perception-CONCEPT Model |
| title_short | What Factors Make Online Travel Reviews Credible? The Consumers’ Credibility Perception-CONCEPT Model |
| title_sort | what factors make online travel reviews credible the consumers credibility perception concept model |
| topic | credibility trustworthiness online travel reviews website quality message quality consumer attitudes |
| url | https://www.mdpi.com/2075-4698/12/2/50 |
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