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When empathy prevents negative reviewing behavior

Research output: Contribution to journalArticle

Previous research has found that peer-to-peer platforms have overly positive reviews. Guided by Construal Level Theory, this research investigates the relationship between social distance, empathy, and tourists’ intention to leave negative online reviews. The first study is a qualitative analysis which compares peer-to-peer settings (i.e., Airbnb) to institutional ones (i.e.,, and explores whether social closeness hinders tourists’ willingness to provide negative online reviews to express their poor experiences. The second and third study are laboratory studies which show that the mechanism behind reviewing biases is the activation of empathy.

This research offers practical implications for both traditional hospitality players, on how to activate empathy, and online platforms operators, on how to increase the reliability of their reputation systems.
Original languageEnglish
Pages (from-to)265-278
JournalAnnals of Tourism Research
Early online date22 Mar 2019
Publication statusPublished - 22 Mar 2019


  • VIGLIA_2019_cright_ATR_When empathy prevents negative reviewing behavior

    Accepted author manuscript (Post-print), 456 KB, PDF document

    Due to publisher’s copyright restrictions, this document is not freely available to download from this website until: 22/03/21

    Licence: CC BY-NC-ND

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