Trust in online hotel reviews across review polarity and hotel category

  • Snehasish Banerjee, Alton Y.K. Chua
  • Computers in Human Behavior, January 2019, Elsevier
  • DOI: 10.1016/j.chb.2018.09.010

This review looks expected: Let's trust it

Photo by Joshua Hoehne on Unsplash

Photo by Joshua Hoehne on Unsplash

What is it about?

This paper unpacks how our expectation influences the way we decide whether to trust online reviews.

Why is it important?

Our brains are biologically wired to feel comfortable when we come across information that confirms our expectation, and experience discomfort when it contradicts our assumptions. However, the comfort of being exposed to information that is aligned with our expectation can lead us to blindly trust online reviews. This is certainly not wise in the age of fake news and online falsehood.

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The following have contributed to this page: Dr Snehasish Banerjee