The Effect of Word of Mouth on Sales: Online Book Reviews

We examine the effect of consumer reviews on relative sales of books on Amazon.com and BarnesandNoble.com. We find that 1) reviews are overwhelmingly positive at both sites, but there are more reviews and longer reviews at Amazon.com, 2) an improvement in a book's reviews leads to an increase in relative sales at that site, and 3) the impact of 1-star reviews is greater than the impact of 5-star reviews. The results suggest that new forms of customer communication on the Internet have an important impact on customer behavior.

The impact of online reviews on consumer evaluations and decision making: an analysis of review volume and user-generated photos

This thesis investigates the impact of online social influence on consumer behaviour, specifically within the context of online reviews. It examines how review volume and user-generated photos affect consumer evaluations and decision-making. In Chapter 2, I introduce a novel phenomenon, the N-effect, which explores how opinion volume influences the content of online evaluations. I find that as the number of opinions increases, the content becomes more emotional and less analytical. In Chapter 3, I investigate the role of user-generated photos in shaping purchase intentions. This research demonstrates that photos can enhance review helpfulness, even when they lack diagnostic information. This effect is driven by the confidence signalled by the reviewer when posting a review with a photo, which is later assimilated by readers, leading to increased perceived helpfulness and purchase likelihood. This thesis makes several theoretical and practical contributions to the literature on human interaction with technology. Theoretically, it expands our understanding of online social influence by examining the dynamics of online opinion expression and content. I contribute to the literature on group size by demonstrating how responsibility may be lost in online contexts. Furthermore, the findings provide insights into the social influence of photos on viewers and the role of pseudo-evidence in shaping beliefs and attitudes. From a practical standpoint, this research offers valuable insights for online platform managers and marketers on interpreting and using consumer-written reviews. Overall, this thesis contributes to the existing literature on online social influence and provides insights for businesses to improve communication and interpretation with consumers by better understanding and leveraging online reviews and opinions.Open Acces

How TripAdvisor’s reviewers level of expertise influence their online rating behaviour and the usefulness of reviews

The internet has improved the buying behaviour of customers. The development of technologies has led to the dissemination of opinions on social networks where customers buy goods and services. These comments on social networks started to be a part of the purchasing process. Until a few years ago, customers used to choose their itineraries based on tourist guides or brochures. Nowadays, customers’ reviews have changed the way a destination is portrayed, enhancing the description of a product or a service to a level that not even the supplier was able to reach before. There are different types of reviewers. The aim of this study is to identify both reviews, experts and non-expert reviewers and analyse the way they write their reviews. Reviews of five hotels taken from the TripAdvisor website were used in order to conduct this study. After analyzing a great set of variables, the results show that there is not much different on the amount of positive/negative reviews written by a reviewer, however, there is a difference in the deeper meaning of a review when it is positive than when it is negative. The expert reviewer tends to be more emotional when writing positive reviews than negative reviews. Regarding the usefulness of the reviews, there is no significant difference in usefulness of a review whether is an written by an expert reviewer or by a non-expert reviewer. The results also indicate that being an expert does not influence the rating a reviewer gives to a hotel stay either. The study was conducted by using Lexalytics program to analyze a Natural Language Processing (NLP) used to classify reviews according to their polarity. With this study, a new research in study was filled. This study gives insights on the polarity of a review depending on the type of reviewer. The results of this study are also important for hotel managers in order for them to understand the type of guest in house.O desenvolvimento da tecnologia, com ênfase na internet e nos seus desenvolvimentos ao longo dos anos, melhorou o comportamento dos clientes e levou à disseminação de opiniões em redes sociais onde os clientes compram productos e serviços. Os comentários feitos a um produto ou serviço nas redes sociais começaram a fazer parte do processo da compra. Até há uns anos atrás, os clientes escolhiam os itinerários para as suas viagens com base em guias turísticos e brochuras. Recentemente, os comentários de clientes mudaram a maneira que um destino é explicado e ilustrado, melhorando, desta forma, a descrição de um produto/serviço a um nível que nem mesmo os fornecedores destes tinham alcançado ainda. Há diferentes tipos de reviewers. O objectivo deste estudo é identificar ambos tipos, expert e non-expert e analisar o estilo de reviews escrita por estes. Experts são assim denominados se tiverem escrito mais de dez reviews; por outro lado os non-expert reviewers são assim denominados se tiverem escrito menos de 10 reviews. Para este estudo, foi utilizada informação de cinco hotéis de Orlando, Florida, retirada do TripAdvisor. Depois de uma análise das variáveis, os resultados mostram que não há grande diferença no que toca ao volume de comentários positivos/negativos escritos por um utilizador. Por outro lado, existe uma diferença na emoção dada a cada comentário, entre os utilizadores. O expert reviewer tende a ser mais emocional quando escreve comentários positivos do que quando escreve comentários negativos. Relativamente a utilidade de cada comentário, não há grande diferença no que toca a ser um expert reviewer ou um non-expert a escrever um comentário. Os resultados indicam, também, que ser um expert não tem qualquer influência na avaliação que um utilizador dá a sua estadia num hotel. Este estudo foi feito com base no programa Lexalytics, com objectivo de analisar a Natural Language Processing (NLP) usada para classificar os comentários de acordo com a sua polaridade

Positive reviews on TripAdvisor : a cross-linguistic study of contemporary digital tourism discourse

The emergence of the Web 2.0 profoundly changed the tourist experience and its modes of interaction and communication. Among the most pervasive forms of contemporary tourism discourse we find online reviews posted on social media platforms as TripAdvisor. Previous research on online travel reviews focused almost exclusively on negative reviews and mostly considered monolingual English dataset. In the present study we will explore positive reviews and we will add a cross-linguistic analysis comparing reviews written in English, Italian and Dutch. In this contribution, we first explore the move structure of reviews, and then delve into their different linguistic realizations, paying particular attention to potential cross-linguistic similarities and divergences. Our results show that positive reviews are generally formed by four main moves: positive and negative evaluations, offering extra/background information and future-oriented recommendations. These moves represent stable and recurrent features in reviews written in all three languages under examination. Further, also the topics of the reviews display a cross-linguistic tendency towards similarity, with the preferred topics being the accommodation, its services and the staff. The findings also highlight some divergences among the three language groups, especially not on what is said but on how it is said. For instance, in reviews written in Italian we found expressions of thankfulness and congratulations to the staff, while these are practically absent in the other languages. Moreover, we observed that Italian reviewers tend to realize positive evaluations in a more intensified way (e.g. through the use of superlative lexical expressions) while these strategies are used far less frequently in British and Dutch reviews. With this study we seek to contribute to research in the field of (digital) tourism discourse providing one of the first discourse-oriented analyses on reviews of positive polarity. Moreover, performing a comparative analysis, we aim at gaining a deeper insight on the issue of multilingualism within (online) tourism communication

Developing a model of mental health self-care support for children and young people through an integrated evaluation of available types of provision involving systematic review, meta-analysis and case study

Background The mental health of children and young people (CYP) is a major UK public health concern. Recent policy reviews have identified that service provision for CYP with mental health needs is not as effective, responsive, accessible or child-centred as it could be. Following on from a previous National Institute for Health Research (NIHR) study into self-care support for CYP with long-term physical health needs, this study explored self-care support’s potential in CYP’s mental health. Objectives To identify and evaluate the types of mental health self-care support used by, and available to, CYP and their parents, and to establish how such support interfaces with statutory and non-statutory service provision. Design Two inter-related systematic literature reviews (an effectiveness review with meta-analysis and a perceptions review), together with a service mapping exercise and case study. Setting Global (systematic reviews); England and Wales (mapping exercise and case study). Participants (case study) Fifty-two individuals (17 CYP, 16 family members and 19 staff) were interviewed across six sites. Main outcome measures (meta-analysis) A measure of CYP’s mental health symptomatology. Data sources (literature reviews) MEDLINE, Cumulative Index to Nursing and Allied Health Literature (CINAHL), PsycINFO, All Evidence-Based Medicine (EBM) Reviews, Applied Social Sciences Index and Abstracts (ASSIA) and Education Resources Information Center (ERIC). Review methods Titles and abstracts of papers were screened for relevance then grouped into studies. Two independent reviewers extracted data from studies meeting the inclusion criteria. A descriptive analysis and meta-analysis were conducted for the effectiveness review; descriptive analyses were conducted for the perceptions review. These analyses were integrated to elicit a mixed-methods review. Results Sixty-five of 71 included studies were meta-analysable. These 65 studies elicited 71 comparisons which, when meta-analysed, suggested that self-care support interventions were effective at 6-month [standardised mean difference (SMD) = −0.20; 95% confidence interval (CI) −0.28 to −0.11] and 12-month (SMD = −0.12; 95% CI −0.17 to −0.06) follow-ups. However, judged against Cochrane criteria, the studies were mostly low quality. Key elements of self-care support identified in the perceptions review were the acquisition of knowledge and skills, peer support and the relationship with the self-care support agent; CYP also had different perceptions from adults about what is important in self-care support. The mapping exercise identified 27 providers of 33 self-care support services. According to the case study data, effective self-care support services are predicated on flexibility; straightforward access; non-judgemental, welcoming organisations and staff; the provision of time and attention; opportunities to learn and practise skills relevant to self-care; and systems of peer support. Conclusions Mental health self-care support interventions for CYP are modestly effective in the short to medium term. Self-care support can be conceptualised as a process which has overlap with ‘recovery’. CYP and their families want choice and flexibility in the provision of such interventions and a continued relationship with services after the nominal therapy period. Those delivering self-care support need to have specific child-centred attributes. Future work Future work should focus on under-represented conditions (e.g. psychosis, eating disorders, self-harm); the role of technology, leadership and readiness in self-care support; satisfaction in self-care support; the conceptualisation of self-care support in CYP’s mental health; and efficacy and cost-effectiveness

Information Outlook, August 2006

Volume 10, Issue 8https://scholarworks.sjsu.edu/sla_io_2006/1007/thumbnail.jp

Mobile apps for cognitive restructuring: a review and comparative analysis

Cognitive restructuring is a central component of cognitive behavioral therapy (CBT) and thought records have for decades been a widely used method for helping clients to identify, evaluate, and modify dysfunctional thoughts. The widespread adoption of mobile technology along with changing habits and expectations of therapy clients have led to the development of numerous mobile apps aimed at replicating this core aspect of CBT. This review identifies, describes, and compares current CBT apps that include digitized versions of thought records. Searches of the Apple App Store, Android Google Play Store, published literature, and relevant websites yielded 19 apps that were reviewed and compared with respect to their representation and sequencing of common cognitive restructuring elements. The apps were also compared across a variety of variables of likely relevance to practicing clinicians, including cost, data security, empirical support, user reviews, provision of additional clinical tools, and the involvement of mental health professionals in their development. The review aims to be a resource for practicing clinicians interested in selecting a cognitive restructuring app that replicates paper-based thought records in digital form. Following a discussion of limitations of the current review, recommendations and future directions are described

Spam Reviews Detection in the Time of COVID-19 Pandemic: Background, Definitions, Methods and Literature Analysis

This work has been partially funded by projects PID2020-113462RB-I00 (ANIMALICOS), granted by Ministerio Espanol de Economia y Competitividad; projects P18-RT-4830 and A-TIC-608-UGR20 granted by Junta de Andalucia, and project B-TIC-402-UGR18 (FEDER and Junta de Andalucia).During the recent COVID-19 pandemic, people were forced to stay at home to protect their own and others’ lives. As a result, remote technology is being considered more in all aspects of life. One important example of this is online reviews, where the number of reviews increased promptly in the last two years according to Statista and Rize reports. People started to depend more on these reviews as a result of the mandatory physical distance employed in all countries. With no one speaking to about products and services feedback. Reading and posting online reviews becomes an important part of discussion and decision-making, especially for individuals and organizations. However, the growth of online reviews usage also provoked an increase in spam reviews. Spam reviews can be identified as fraud, malicious and fake reviews written for the purpose of profit or publicity. A number of spam detection methods have been proposed to solve this problem. As part of this study, we outline the concepts and detection methods of spam reviews, along with their implications in the environment of online reviews. The study addresses all the spam reviews detection studies for the years 2020 and 2021. In other words, we analyze and examine all works presented during the COVID-19 situation. Then, highlight the differences between the works before and after the pandemic in terms of reviews behavior and research findings. Furthermore, nine different detection approaches have been classified in order to investigate their specific advantages, limitations, and ways to improve their performance. Additionally, a literature analysis, discussion, and future directions were also presented.Spanish Government PID2020-113462RB-I00Junta de Andalucia P18-RT-4830 A-TIC-608-UGR20 B-TIC-402-UGR18European Commission B-TIC-402-UGR1

Cross-national mixed methods comparative case study of recovery-focused mental health care planning and coordination in acute inpatient mental health settings (COCAPP-A)

Background: Serious concerns have been identified in relation to care planning, patient involvement and consent to treatment in mental health wards, including for those patients detained under the Mental Health Act. Further evidence is needed to develop care planning interventions that embed dignity, recovery and participation for all people using inpatient mental health care. Design: We propose to undertake a cross-national comparative study of recovery-focused mental health care planning in inpatient settings. This two-phase exploratory mixed methods study will produce theory and empirical evidence to complement that developed in our current study of community mental health services to inform a future whole systems intervention study. The study is guided by a theoretical framework emphasising the connections between different 'levels' of organisation (macro/meso/micro). In phase 1 we study the macro-level through the comparative analysis of English and Welsh policy contexts. In phase 2 concurrent quantitative and qualitative data will be collected at 6 NHS Trust/Health Board case study sites (meso-level) and within each site, a single micro-level mental health ward will be selected to provide in-depth qualitative data related to care planning processes. Phase 1: We will extend our current meta-narrative mapping review (Wong et al 2013) of English and Welsh policies and the international literature on personalised recovery-oriented care planning and coordination in community settings to include inpatient settings. We will provide a review of evidence that is useful, rigorous and relevant for service providers and decision-makers and to inform Phase 2. Phase 2: We are employing a concurrent transformative mixed methods approach with embedded case studies (Creswell 2009: 215). We will conduct six in-depth meso-level case study investigations across contrasting NHS Trusts in England (n=4) and Local Health Boards in Wales (n=2), selected to reflect variety in geography and population and include a mix of rural, urban and inner city settings providing routine inpatient care. A large sample of service users (total n=300), inpatient staff (n=300) and informal carers (n=150) will be surveyed about perceptions of acute mental health care and care planning, recovery oriented practices, therapeutic relationships and empowerment using validated questionnaires. Documents and interviews with managers, consultant psychiatrists, ward staff and informal carers (n=60) will also be generated relating to local contexts, policies and practices. In each site we will also select a single inpatient ward and conduct a series of case studies embedded within each organisational case study, to explore care planning in detail. We will invite a sample of service users (total n=36) to participate in in-depth interviews about care planning and structured narrative reviews of their care plans; undertake a structured review of anonymised care plans for a further sample (n=60) of consecutively discharged patients; and conduct observation of care planning processes (n= 18). Framework method will be employed to integrate and compare textual and statistical summaries of qualitative and quantitative analyses within each case study site, informed by the theoretical framework focused on recovery and personalisation. Armed with our set of six within-case analyses we will then conduct a cross-case analysis to draw out key findings from across all sites