31 Pages Posted: 20 Jul 2006 Last revised: 3 Aug 2014
Date Written: May 2008
Online product review networks help to transmit information that customers can use to evaluate product quality. The prior literature has found that, in the aggregate, better product reviews lead to higher sales. However, product review networks increasingly include an explicit social component that allows consumers to evaluate individual reviews based on the status of the reviewer and on the "helpfulness" of the review to the community.
In this research, we extend this literature by analyzing the impact of reviews at a disaggregate level. We find that reviews that the community finds helpful have a stronger influence on consumers' purchase decisions than other reviews do. Moreover, these reviews have a stronger impact on less popular books than on more popular books, where consumers may be able to use other outside information sources to form an opinion of the product.
Overall, our results suggest that the micro-level dynamics of community interactions are valuable in signaling quality over-and-above aggregate-level scores. One implication of this result is that the micro-level dynamics of reputation communities make it harder for self-interested parties to manipulate reviews versus an environment where consumers only have aggregate quality measures.
Keywords: electronic commerce, recommendation system, digital word-of-mouth, econometrics
JEL Classification: L86, M3, O30
Suggested Citation: Suggested Citation
Chen, Pei-Yu and Dhanasobhon, Samita and Smith, Michael D., All Reviews are Not Created Equal: The Disaggregate Impact of Reviews and Reviewers at Amazon.Com (May 2008). Available at SSRN: https://ssrn.com/abstract=918083 or http://dx.doi.org/10.2139/ssrn.918083
By Dina Mayzlin
By Yong Liu