Mining Negativity from Online Reviews: A Comparison between Search and Experience Goods

47 Pages Posted: 12 Jan 2013 Last revised: 9 Jul 2013

See all articles by Sven Rill

Sven Rill

Hof University of Applied Sciences - Institute of Information Systems

Nikolaos Korfiatis

University of East Anglia (UEA) - Norwich Business School

Jörg Scheidt

Hof University of Applied Sciences - Institute of Information Systems

Roberto Zicari

Goethe University Frankfurt

Date Written: January 11, 2013

Abstract

Online consumer reviews constitute an integral aspect of electronic transactions as they play a part in lowering customer uncertainty during purchase decision making. This paper studies the aspect of negativity exhibited on the justification of its valence by the review text (as a dependent variable) and the influence of product price and product type to either an experience or a search good and across the values of the review rating scale on a dataset consisting of N=667 products with a minimum number of 15 reviews per product. The study uses novel opinion mining methodology based on a phrase-based opinion list that has been extracted from a large corpus of online consumer reviews gathered from the German site of Amazon (Amazon.de). The study also provides (1) empirical evidence that product type (experience or search good) affects review text negativity, with experience goods receiving higher amounts of negative text in relation with search goods and (2) that higher product price results to fewer negative statements in the review text. The paper also provides discussion of the findings and practical implications in relation with the IS literature.

Keywords: Search vs. experience goods, word of mouth, negativity, sentiment analysis

JEL Classification: D43, L13, L14

Suggested Citation

Rill, Sven and Korfiatis, Nikolaos and Scheidt, Jörg and Zicari, Roberto, Mining Negativity from Online Reviews: A Comparison between Search and Experience Goods (January 11, 2013). Available at SSRN: https://ssrn.com/abstract=2199626 or http://dx.doi.org/10.2139/ssrn.2199626

Sven Rill

Hof University of Applied Sciences - Institute of Information Systems ( email )

Alfons-Goppel-Platz 1
95028 Hof
Germany

Nikolaos Korfiatis (Contact Author)

University of East Anglia (UEA) - Norwich Business School ( email )

Norwich
NR4 7TJ
United Kingdom

Jörg Scheidt

Hof University of Applied Sciences - Institute of Information Systems ( email )

Alfons-Goppel-Platz 1
95028 Hof
Germany

Roberto Zicari

Goethe University Frankfurt ( email )

Grüneburgplatz 1
Frankfurt am Main, 60323
Germany

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