喻园管理论坛2019年第4期(总第455期)

演讲主题:Expressed Anger in Online Reviews: Unhelpful but Persuasive?

主 讲 人:张晗, Professor of Information Technology Management，Steven A. Denning Professor of Technology & Management Scheller College of Business, Georgia Institute of Technology, USA

主 持 人:赵学锋教授 管理科学与信息管理系

活动时间:2018年3月14日（周四）下午3:00-5:00

活动地点:管理学院119教室

简介: The communication of anger is very common in online review settings but has received little prior attention. Drawing from emotion and social cognition research, we propose that although expressions of anger in a review tend to decrease reader perceptions of review diagnosticity, the same expressions tend to increase the influence of the review on reader attitudes and decisions. Results from two laboratory experiments provide consistent support for our claims. Our findings challenge the assumption that reviews deemed more "helpful" by consumers are ultimately more persuasive, by enhancing current understanding of the interpersonal effects of emotion in online reviews. They suggest important implications for review platforms, service providers, and manufacturers faced with the task of managing customer word-of-mouth.