Reviewing the Review: a Text Analysis of Why Online Experience Reviews Receive Positive Feedback

Tom van Laer, Cass Business School, City University London, UK
Jennifer Edson Escalas, Owen Graduate School of Management, Vanderbilt University, USA
Stephan Ludwig, University of Westminster, UK
Ellis A. van den Hende, Delft University of Technology, The Netherlands
We propose that the narrative structure of experience reviews garners positive feedback from consumers reading them. We find support for these links through the refinement of text analysis techniques and an automated text analysis of 190,461 reviews of 989 experiences on TripAdvisor.
[ to cite ]:
Tom van Laer, Jennifer Edson Escalas, Stephan Ludwig, and Ellis A. van den Hende (2016) ,"Reviewing the Review: a Text Analysis of Why Online Experience Reviews Receive Positive Feedback", in NA - Advances in Consumer Research Volume 44, eds. Page Moreau and Stefano Puntoni, Duluth, MN : Association for Consumer Research, Pages: 103-107.