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When empathy prevents negative reviewing behavior

Research output: Contribution to journalArticle

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When empathy prevents negative reviewing behavior. / Pera, Rebecca; Viglia, Giampaolo; Grazzini , Laura; Dalli, Daniele.

In: Annals of Tourism Research, Vol. 75, 22.03.2019, p. 265-278.

Research output: Contribution to journalArticle

Harvard

Pera, R, Viglia, G, Grazzini , L & Dalli, D 2019, 'When empathy prevents negative reviewing behavior', Annals of Tourism Research, vol. 75, pp. 265-278. https://doi.org/10.1016/j.annals.2019.01.005

APA

Pera, R., Viglia, G., Grazzini , L., & Dalli, D. (2019). When empathy prevents negative reviewing behavior. Annals of Tourism Research, 75, 265-278. https://doi.org/10.1016/j.annals.2019.01.005

Vancouver

Pera R, Viglia G, Grazzini  L, Dalli D. When empathy prevents negative reviewing behavior. Annals of Tourism Research. 2019 Mar 22;75:265-278. https://doi.org/10.1016/j.annals.2019.01.005

Author

Pera, Rebecca ; Viglia, Giampaolo ; Grazzini , Laura ; Dalli, Daniele. / When empathy prevents negative reviewing behavior. In: Annals of Tourism Research. 2019 ; Vol. 75. pp. 265-278.

Bibtex

@article{b8c93c9c7b92414da2c2500c66fd6030,
title = "When empathy prevents negative reviewing behavior",
abstract = "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.",
keywords = "online reviews, social distance, empathy, reviewing behavior, sharing economy, embargoover12",
author = "Rebecca Pera and Giampaolo Viglia and Laura Grazzini  and Daniele Dalli",
note = "Expected DOI - 10.1016/j.annals.2019.01.005 24 month embargo",
year = "2019",
month = "3",
day = "22",
doi = "10.1016/j.annals.2019.01.005",
language = "English",
volume = "75",
pages = "265--278",
journal = "Annals of Tourism Research",
issn = "0160-7383",
publisher = "Elsevier Limited",

}

RIS

TY - JOUR

T1 - When empathy prevents negative reviewing behavior

AU - Pera, Rebecca

AU - Viglia, Giampaolo

AU - Grazzini , Laura

AU - Dalli, Daniele

N1 - Expected DOI - 10.1016/j.annals.2019.01.005 24 month embargo

PY - 2019/3/22

Y1 - 2019/3/22

N2 - 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.

AB - 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.

KW - online reviews

KW - social distance

KW - empathy

KW - reviewing behavior

KW - sharing economy

KW - embargoover12

U2 - 10.1016/j.annals.2019.01.005

DO - 10.1016/j.annals.2019.01.005

M3 - Article

VL - 75

SP - 265

EP - 278

JO - Annals of Tourism Research

JF - Annals of Tourism Research

SN - 0160-7383

ER -

ID: 13177275