The impact of different channels of online review on consumers' online trust

Cong Cao, Jun Yan, Mengxiang LI

    Research output: Chapter in book/report/conference proceedingConference proceedingpeer-review

    2 Citations (Scopus)


    Online review is an important influencing factor for consumers' online trust decision. Although previous studies have shown that the product reviews of other consumers can affect the purchase intention and trust of potential consumers, there are few studies on the influence of the review information available from different channels on the degree of consumer trust. In this paper, the channels for review information available to consumers are summarized into three types, namely Seller-based, Agent-based and Social Networking Services-based (SNS-based). In this research, by the experimental method, the authors investigate the influence of the review information from different channels on the consumer trust. The results are presented as follows. First, the data analysis result supports the definition and classification of channels of review information in this research. Second, the results demonstrate that the review information perceived by consumers from different channels has different degrees of influence on their trust. Moreover, this research also finds that the review information perceived by consumers from the social network has the greatest influence on their trust, while reviews in the seller's own environment have the least influence on the consumer trust. Finally, this research points out that according to statistical results, there is no significant difference in the influence on consumer trust by Agent-based and SNS-based review information.

    Original languageEnglish
    Title of host publicationPACIS 2018 Proceedings
    EditorsMotonari Tanabu, Dai Senoo
    PublisherAssociation for Information Systems
    Number of pages14
    ISBN (Print)9784902590838
    Publication statusPublished - 26 Jun 2018
    Event22nd Pacific Asia Conference on Information Systems, PACIS 2018: Opportunities and Challenges for the Digitized Society - Are We Ready? - Yokohama, Japan
    Duration: 26 Jun 201830 Jun 2018

    Publication series

    NamePacific Asia Conference on Information Systems


    Conference22nd Pacific Asia Conference on Information Systems, PACIS 2018
    Internet address

    Scopus Subject Areas

    • Information Systems

    User-Defined Keywords

    • Agent-based
    • Channel
    • Online Review
    • Seller-based
    • Social networking services-based

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