Role of Trusting Beliefs and Trust in the Adoption of Online Reviews of Hotels : Extension of the IAM Model
DOI:
https://doi.org/10.17010/ijom/2022/v52/i11/172431Keywords:
Trusting Beliefs
, Trust, IAM Model, Source Credibility, Online ReviewsPaper Submission Date
, July 20, 2021, Paper sent back for Revision, May 1, 2022, Paper Acceptance Date, July 14, Paper Published Online, November 15, 2022Abstract
This study examined the role of trusting beliefs (TB) and trust in online reviews of hotels. It proposed to extend the information adoption model (IAM) to describe the usefulness of online reviews. The other factors examined were source credibility (SC), relevance, and accuracy. The study’s conceptual model was tested on 208 respondents using structural equation modeling (SEM). The study investigated the precursors to information usefulness (IU), which was strongly associated with information adoption (IA). It revealed that trust in online reviews had a strong association with their IU, but there was no direct relationship between the SC of these reviews and IU. SC was associated with trust, which was associated with IU. TB was also strongly associated with SC. Relevance was associated with IU, but accuracy was not associated with the same. .Downloads
Downloads
Published
How to Cite
Issue
Section
References
Alalwan, A. A., Dwivedi, Y. K., & Rana, N. P. (2017). Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust. International Journal of Information Management, 37(3), 99 –110. https://doi.org/10.1016/j.ijinfomgt.2017.01.002
Bailey, J. E., & Pearson, S. W. (1983). Development of a tool for measuring and analyzing computer user satisfaction. Management Science, 29(5), 530–545. https://doi.org/10.1287/mnsc.29.5.530
Beldad, A. D., & Hegner, S. M. (2018). Expanding the technology acceptance model with the inclusion of trust, social influence, and health valuation to determine the predictors of German users' willingness to continue using a fitness app: A structural equation modeling approach. International Journal of Human-Computer Interaction, 34(9), 882–893. https://doi.org/10.1080/10447318.2017.1403220
Boateng, H., Adam, D. R., Okoe, A. F., & Anning-Dorson, T. (2016). Assessing the determinants of internet banking adoption intentions: A social cognitive theory perspective. Computers in Human Behaviour, 65, 468–478. https://doi.org/10.1016/j.chb.2016.09.017
Burgoon, J. K., Bonito, J. A., Bengtsson, B., Cederberg, C., Lundeberg, M., & Allspach, L. (2000). Interactivity in human-computer interaction: A study of credibility, understanding, and influence. Computers in Human Behavior, 16(6), 553–574. https://doi.org/10.1016/S0747-5632(00)00029-7
Chaiken, S. (1980). Heuristic versus systematic information processing and the use of source versus message cues in persuasion. Journal of Personality and Social Psychology, 39(5), 752–766. https://psycnet.apa.org/doi/10.1037/0022-3514.39.5.752
Chen, Y., & Xie, J. (2008). Online consumer review: Word-of-mouth as a new element of the marketing communication mix. Management Science, 54(3), 477–491. https://www.jstor.org/stable/20122400
Cheung, C. M., Lee, M. K., & Rabjohn, N. (2008). The impact of electronic word- of mouth: The adoption of online opinions in online customer communities. Internet Research, 18(3), 229–247. https://doi.org/10.1108/10662240810883290
Cheung, C. M., & Thadani, D. R. (2012). The impact of electronic word-of-mouth communication: A literature analysis and integrative model. Decision Support Systems, 54(1), 461–470. https://doi.org/10.1016/j.dss.2012.06.008
Cheung, R. (2014). The influence of electronic word-of-mouth on information adoption in online customer communities. Global Economic Review, 43(1), 42–57. https://doi.org/10.1080/1226508X.2014.884048
Chih, W.-H., Wang, K.-Y., Hsu, L.-C., & Huang, S.-C. (2013). Investigating electronic word-of-mouth effects on online discussion forums: The role of perceived positive electronic word-of-mouth review credibility. Cyberpsychology, Behavior, and Social Networking, 16(9), 658–668. https://doi.org/10.1089/cyber.2012.0364
Citrin, A. V. (2001). Information quality perceptions: The role of communication media characteristics. Washington State University. https://www.proquest.com/openview/4fcc45d841f958a04f86806094d60190/1?pq-origsite=gscholar&cbl=18750&diss=y
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
Dhote, T., & Zahoor, D. (2017). Framework for sustainability in e-commerce business models: A perspective based approach. Indian Journal of Marketing, 47(4), 35–50. https://doi.org/10.17010/ijom/2017/v47/i4/112681
Dichter, E. (1966). How word-of-mouth advertising works. Harvard Business Review, 44, 147–166.
Dunk, A. S. (2004). Product life cycle cost analysis: The impact of customer profiling, competitive advantage, and quality of IS information. Management Accounting Research, 15(4), 401–414. https://doi.org/10.1016/j.mar.2004.04.001
Enter, N., & Michopoulou, E. (2013). An investigation on the acceptance of Facebook by travellers for travel planning. E-Review of Tourism Research, 4. https://agrilifecdn.tamu.edu/ertr/files/2013/03/enter2013_submission_32.pdf
Erkan, I., & Evans, C. (2016). The influence of eWOM in social media on consumers' purchase intentions: An extended approach to information adoption. Computers in Human Behavior, 61, 47–55. https://doi.org/10.1016/j.chb.2016.03.003
Filieri, R., & McLeay, F. (2014). E-WOM and accommodation: An analysis of the factors that influence travelers' adoption of information from online review. Journal of Travel Research, 53(1), 44–57. https://doi.org/10.1177%2F0047287513481274
Filieri, R. (2016). What makes an online consumer review trustworthy? Annals of Tourism Research, 58, 46–64. https://doi.org/10.1016/j.annals.2015.12.019
Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention, and behavior: An introduction to theory and research. Addison -Wesley.
Floyd, F. J., & Widaman, K. F. (1995). Factor analysis in the development and refinement of clinical assessment instruments. Psychological Assessment, 7(3), 286– 299. https://psycnet.apa.org/doi/10.1037/1040-3590.7.3.286
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382–388. https://doi.org/10.2307/3150980
Gefen, D., & Straub, D. W. (2004). Consumer trust in B2C e-commerce and the importance of social presence: Experiments in e-products and e-services. Omega, 32(6), 407–424. https://doi.org/10.1016/j.omega.2004.01.006
Gottschalk, S. A., & Mafael, A. (2017). Cutting through the online review jungle — Investigating selective eWOM processing. Journal of Interactive Marketing, 37(1), 89–104. https://doi.org/10.1016/j.intmar.2016.06.001
Grabner-Kräuter, S., & Bitter, S. (2015). Trust in online social networks: A multifaceted perspective. Forum for Social Economics, 44(1), 48–68. https://doi.org/10.1080/07360932.2013.781517
Gretzel, U., & Yoo, K. H. (2008). Use and impact of online travel reviews. In, P. O'Connor, W. Höpken, & U. Gretzel (eds.), Information and communication technologies in tourism 2008. Springer. https://doi.org/10.1007/978-3-211-77280-5_4
Grewal, L., & Stephen, A. T. (2019). In mobile we trust: The effects of mobile versus nonmobile reviews on consumer purchase intentions. Journal of Marketing Research, 56(5), 791–808. https://doi.org/10.1177/0022243719834514
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a Silver Bullet. Journal of Marketing Theory and Practice, 19(2), 139–152. https://doi.org/10.2753/MTP1069-6679190202
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Hassan, M., Iqbal, Z., & Khanum, B. (2018). The role of trust and social presence in social commerce purchase intention. Pakistan Journal of Commerce and Social Sciences (PJCSS), 12(1), 111–135. http://hdl.handle.net/10419/188338
Hegner, S. M., Fenko, A., & Teravest, A. (2017). Using the theory of planned behaviour to understand brand love. Journal of Product & Brand Management, 26(1), 26–41. https://doi.org/10.1108/JPBM-06-2016-1215
Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? Journal of Interactive Marketing, 18(1), 38– 52. https://doi.org/10.1002/dir.10073
Herrero, Ã., San MartÃn, H., & Hernández, J. M. (2015). How online search behavior is influenced by user-generated content on review websites and hotel interactive websites? International Journal of Contemporary Hospitality Management, 27(7), 1573–1597. https://doi.org/10.1108/IJCHM-05-2014-0255
Hlee, S., Lee, H., & Koo, C. (2018). Hospitality and tourism online review research: A systematic analysis and heuristic-systematic model. Sustainability, 10(4), 1141. https://doi.org/10.3390/su10041141
Hosmer, L. T. (1995). Trust: The connecting link between organizational theory and philosophical ethics. The Academy of Management Review, 20(2), 379–403. https://doi.org/10.2307/258851
Hussain, S., Ahmed, W., Jafar, R. M., Rabnawaz, A., & Jianzhou, Y. (2017). eWom source credibility, perceived risk and food product customer's information adoption. Computers in Human Behavior, 66, 96–102. https://doi.org/10.1016/j.chb.2016.09.034
Jain, K., & Sharma, I. (2019). Negative outcomes of positive brand relationships. Journal of Consumer Marketing, 36(7), 986–1002. https://doi.org/10.1108/JCM-07-2018-2764
Jiang, G., Liu, F., Liu, W., Liu, S., Chen, Y., & Xu, D. (2021). Effects of information quality on information adoption on social media review platforms: Moderating role of perceived risk. Data Science and Management, 1(1), 13–22. https://doi.org/10.1016/j.dsm.2021.02.004
Ko, D.-G., Kirsch, L. J., & King, W. R. (2005). Antecedents of knowledge transfer from consultants to clients in enterprise system implementations. MIS Quarterly, 29(1), 59–85. https://doi.org/10.2307/25148668
Ku, Y.-C., Wei, C.-P., & Hsiao, H.-W. (2012). To whom should I listen? Finding reputable reviewers in opinion-sharing communities. Decision Support Systems, 53(3), 534–542. https://doi.org/10.1016/j.dss.2012.03.003
Lee, K.-W., Tsai, M.-T., & Lanting, M. C. (2011). From marketplace to marketspace: Investigating the consumer switch to online banking. Electronic Commerce Research and Applications, 10(1), 115–125. https://doi.org/10.1016/j.elerap.2010.08.005
Li, R., & Suh, A. (2015). Factors influencing information credibility on social media platforms: Evidence from Facebook pages. Procedia Computer Science, 72, 314–328. https://doi.org/10.1016/j.procs.2015.12.146
Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458–468. https://doi.org/10.1016/j.tourman.2007.05.011
Liu, Y. (2006). Word of mouth for movies: Its dynamics and impact on box office revenue. Journal of Marketing, 70(3), 74–89. https://doi.org/10.1509/jmkg.70.3.074
Mack, R. W., Blose, J. E., & Pan, B. (2008). Believe it or not: Credibility of blogs in tourism. Journal of Vacation Marketing, 14(2), 133–144. https://doi.org/10.1177/1356766707087521
Madu, C. N., & Madu, A. A. (2002). Dimensions of e-quality. International Journal of Quality & Reliability Management, 19(3), 246–258. https://doi.org/10.1108/02656710210415668
Martins, C., Oliveira, T., & PopoviÄ, A. (2014). Understanding the internet banking adoption: A unified theory of acceptance and use of technology and perceived risk application. International Journal of Information Management, 34(1), 1–13. https://doi.org/10.1016/j.ijinfomgt.2013.06.002
McCracken, G. (1989). Who is the celebrity endorser? Cultural foundations of the endorsement process. Journal of Consumer Research, 16(3), 310–321. https://www.jstor.org/stable/2489512
McKnight, D. H., & Chervany, N. L. (1996). The meanings of trust. University of Minnesota MIS Research Center Working Paper series. WP 96–04. http://www.misrc.umn.edu/workingpapers/fullpapers/1996/9604_040100.pdf
McKnight, D. H., & Chervany, N. L. (2001a). Trust and distrust definitions: One bite at a time. In, R. Falcone, M. Singh, & Y. H. Tan (eds.), Trust in cyber-societies. Lecture notes in computer science (Vol. 2246). Springer. https://doi.org/10.1007/3-540-45547-7_3
McKnight, D. H., & Chervany, N. L. (2001b). What trust means in e-commerce customer relationships: An interdisciplinary conceptual typology. International Journal of Electronic Commerce, 6(2), 35–59. https://doi.org/10.1080/10864415.2001.11044235
McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). The impact of initial consumer trust on intentions to transact with a web site: A trust building model. The Journal of Strategic Information Systems, 11(3–4), 297–323. https://doi.org/10.1016/S0963-8687(02)00020-3
McKnight, D. H., & Kacmar, C. J. (2007). Factors and effects of information credibility. In, 'ICEC 07: Proceedings of the Ninth International Conference on Electronic Commerce, 423–432. https://doi.org/10.1145/1282100.1282180
McKnight, D. H., Lankton, N., & Tripp, J. (2011). Social networking information disclosure and continuance intention: A disconnect. In, 2011 44th Hawaii International Conference on System Sciences. https://doi.org/10.1109/HICSS.2011.379
Mendes-Filho, L., Mills, A. M., Tan, F. B., & Milne, S. (2018). Empowering the traveler: An examination of the impact of user-generated content on travel planning. Journal of Travel & Tourism Marketing, 35(4), 425–436. https://doi.org/10.1080/10548408.2017.1358237
Moore, S. G., & Lafreniere, K. C. (2020). How online word-of-mouth impacts receivers. Consumer Psychology Review, 3(1), 34–59. https://doi.org/10.1002/arcp.1055
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. https://doi.org/10.1177/002224299405800302
Munar, A. M., & Jacobsen, J. K. (2013). Trust and involvement in tourism social media and web-based travel information sources. Scandinavian Journal of Hospitality and Tourism, 13(1), 1–19. https://doi.org/10.1080/15022250.2013.764511
Nam, K., Baker, J., Ahmad, N., & Goo, J. (2020). Dissatisfaction, disconfirmation, and distrust: An empirical examination of value co-destruction through negative electronic word-of-mouth (eWOM). Information Systems Frontiers, 22, 113–130. https://doi.org/10.1007/s10796-018-9849-4
Neirotti, P., Raguseo, E., & Paolucci, E. (2016). Are customers' reviews creating value in the hospitality industry? Exploring the moderating effects of market positioning. International Journal of Information Management, 36(6), 1133–1143. https://doi.org/10.1016/j.ijinfomgt.2016.02.010
Nelson, R. R., Todd, P. A., & Wixom, B. H. (2005). Antecedents of information and system quality: An empirical examination within the context of data warehousing. Journal of Management Information Systems, 21(4), 199–235. https://doi.org/10.1080/07421222.2005.11045823
Nonaka, I. (1994). A dynamic theory of organizational knowledge creation. Organization Science, 5(1), 14–37. https://doi.org/10.1287/orsc.5.1.14
Nowak, K. L., & McGloin, R. (2014). The influence of peer reviews on source credibility and purchase intention. Societies, 4(4), 689–705. https://doi.org/10.3390/soc4040689
Ohanian, R. (1990). Construction and validation of a scale to measure celebrity endorsers' perceived expertise, trustworthiness, and attractiveness. Journal of Advertising, 19(3), 39–52. https://doi.org/10.1080/00913367.1990.10673191
Park, D.-H,, Lee, J., & Han, I. (2007). The effect of on-line consumer reviews on consumer purchasing intention: The moderating role of involvement. International Journal of Electronic Commerce, 11(4), 125–148. https://doi.org/10.2753/JEC1086-4415110405
Peng, L., Liao, Q., Wang, X., & He, X. (2016). Factors affecting female user information adoption: An empirical investigation on fashion shopping guide websites. Electronic Commerce Research, 16, 145–169. https://doi.org/10.1007/s10660-016-9213-z
Petty, R. E., & Cacioppo, J. T. (1981). Issue involvement as a moderator of the effects on attitude of advertising content and context. In, K. B. Monroe (ed.), NA - Advances in consumer research (Vol. 8, pp. 20–24). Association for Consumer Research.
Petty, R. E., & Cacioppo, J. T. (1986). The elaboration likelihood model of persuasion. In, Communication and persuasion. Springer series in social psychology. (pp. 1 –24). Springer. https://doi.org/10.1007/978-1-4612-4964-1_1
Purnawirawan, N., Dens, N., & Pelsmacker, P. D. (2012). Balance and sequence in online reviews: The wrap effect. International Journal of Electronic Commerce, 17(2), 71–98. https://doi.org/10.2753/JEC1086-4415170203
Qiu, L., & Li, D. (2010). Effects of aggregate rating on eWOM acceptance: An attribution theory perspective. In, PACIS 2010 Proceedings, 147. https://aisel.aisnet.org/pacis2010/147
Rao, K. S., & Rao, B. (2019). Examining eWOM credibility - Consumer purchase intention relationship in Facebook: A mediation analysis. Indian Journal of Marketing, 49(8), 7–22. https://doi.org/10.17010/ijom/2019/v49/i8/146169
Reyes-Menendez, A., Saura, J. R., Palos-Sanchez, P. R., & Alvarez-Garcia, J. (2018). Understanding user behavioral intention to adopt a search engine that promotes sustainable water management. Symmetry, 10(11), 584. https://doi.org/10.3390/sym10110584
Riffai, M. M., Grant, K., & Edgar, D. (2012). Big TAM in Oman: Exploring the promise of on-line banking, its adoption by customers and the challenges of banking in Oman. International Journal of Information Management, 32(3), 239 –250. https://doi.org/10.1016/j.ijinfomgt.2011.11.007
Robinson, R., Goh, T.-T., & Zhang, R. (2012). Textual factors in online product reviews: A foundation for a more influential approach to opinion mining. Electronic Commerce Research, 12, 301–330. https://doi.org/10.1007/s10660-012-9095-7
Schepers, J., & Wetzels, M. (2007). A meta-analysis of the technology acceptance model: Investigating subjective norm and moderation effects. Information & Management, 44(1), 90–103. https://doi.org/10.1016/j.im.2006.10.007
Schlosser, A. E., White, T. B., & Lloyd, S. M. (2006). Converting website visitors into buyers: How website investment increases consumer trusting beliefs and online purchase intentions. Journal of Marketing, 70(2), 133–148. https://doi.org/10.1509/jmkg.70.2.133
Schuckert, M., Liu, X., & Law, R. (2015). Hospitality and tourism online reviews: Recent trends and future directions. Journal of Travel & Tourism Marketing, 32(5), 608–621. https://doi.org/10.1080/10548408.2014.933154
Shimpi, S. S. (2018). Social media as an effective marketing tool: An empirical study. Indian Journal of Marketing, 48(7), 36–50. https://doi.org/10.17010/ijom/2018/v48/i7/129725
Sidali, K. L., Schulze, H., & Spiller, A. (2009). The impact of online reviews on the choice of holiday accommodations. In, W. Höpken, U. Gretzel, & R. Law (eds.). Information and Communication Technologies in Tourism 2009. Springer. https://doi.org/10.1007/978-3-211-93971-0_8
Siering, M., & Muntermann, J. (2013). What drives the helpfulness of online product reviews? From stars to facts and emotions. Wirtschaftsinformatik Proceedings 2013. https://aisel.aisnet.org/wi2013/7
Singh, A., Panackal, N., Bommireddipalli, R. T., & Sharma, A. (2016). Understanding youngsters' buying behavior in E-retail: A conceptual framework. Indian Journal of Marketing, 46(10), 53–62. https://doi.org/10.17010/ijom/2016/v46/i10/102857
Sirithanaphonchai, J. (2017). Identifying consumers' information adoption criteria on various online consumer review platforms: A case of Thai hospitality factor (Thesis). Brunel Business School, Brunel University. http://bura.brunel.ac.uk/handle/2438/15644
Sussman, S. W., & Siegal, W. S. (2003). Informational influence in organizations: An integrated approach to knowledge adoption. Information Systems Research, 14(1), 47–65. https://doi.org/10.1287/isre.14.1.47.14767
Thakur, C. K., Vijay, T. S., & Chatterjee, T. K. (2022). A study on travelers' motivation to provide online reviews. Indian Journal of Marketing, 52(2), 8–22. https://doi.org/10.17010/ijom/2022/v52/i2/164156
Tormala, Z. L., Briñol, P., & Petty, R. E. (2007). Multiple roles for source credibility under high elaboration: It's all in the timing. Social Cognition, 25(4), 536–552. https://doi.org/10.1521/soco.2007.25.4.536
Tseng, S., & Fogg, B. J. (1999). Credibility and computing technology. Communications of the ACM, 42(5), 39–44. https://doi.org/10.1145/301353.301402
Wang, R. Y., & Strong, D. M. (1996). Beyond accuracy: What data quality means to data consumers. Journal of Management Information Systems, 12(4), 5–33. https://doi.org/10.1080/07421222.1996.11518099
Wang, T., Yeh, R. K.-J., Chen, C., & Tsydypov, Z. (2016). What drives electronic word-of-mouth on social networking sites? Perspectives of social capital and self-determination. Telematics and Informatics 33(4), 1034–1047. https://doi.org/10.1016/j.tele.2016.03.005
Wang, Y., Asaad, Y., & Filieri, R. (2020). What makes hosts trust Airbnb? Antecedents of hosts' trust toward Airbnb and its impact on continuance intention. Journal of Travel Research, 59(4), 686–703. https://doi.org/10.1177/0047287519855135
Wixom, B. H., & Todd, P. A. (2005). A theoretical integration of user satisfaction and technology acceptance. Information Systems Research, 16(1), 85–102. https://doi.org/10.1287/isre.1050.0042
Wu, C., & Shaffer, D. R. (1987). Susceptibility to persuasive appeals as a function of source credibility and prior experience with the attitude object. Journal of Personality and Social Psychology, 52(4), 677–688. https://doi.org/10.1037/0022-3514.52.4.677
Wu, T.-Y., & Lin, C. A. (2017). Predicting the effects of eWOM and online brand messaging: Source trust, bandwagon effect and innovation adoption factors. Telematics and Informatics, 34(2), 470–480. https://doi.org/10.1016/j.tele.2016.08.001
Yoo, K. H., & Gretzel, U. (2010). Antecedents and impacts of trust in travel-related consumer-generated media. Information Technology & Tourism, 12(2), 139–152. https://doi.org/10.3727/109830510X12887971002701
Zelenka, J., Azubuike, T., & Pásková, M. (2021). Trust model for online reviews of tourism services and evaluation of destinations. Administrative Sciences, 11(2), 34. https://doi.org/10.3390/admsci11020034
Zhang, W., & Watts, S. (2003). Knowledge adoption in online communities of practice. ICIS 2003 Proceedings. 9. https://aisel.aisnet.org/icis2003/9
