When empathy prevents negative reviewing behavior
Research output: Contribution to journal › Article
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., Booking.com), 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.
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 language | English |
|---|---|
| Pages (from-to) | 265-278 |
| Journal | Annals of Tourism Research |
| Volume | 75 |
| Early online date | 22 Mar 2019 |
| DOIs | |
| Publication status | Published - 22 Mar 2019 |
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