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Binder, Markus ; Heinrich, Bernd ; Hopf, Marcus ; Szubartowicz, Michael

The Power of Text: Investigating the Explanatory Power of Textual Online Consumer Reviews for Star Ratings

Binder, Markus, Heinrich, Bernd, Hopf, Marcus und Szubartowicz, Michael (2025) The Power of Text: Investigating the Explanatory Power of Textual Online Consumer Reviews for Star Ratings. In: Thirty-Third European Conference on Information Systems (ECIS 2025), 15.06.2025 bis 18.06.2025, Amman, Jordan.

Veröffentlichungsdatum dieses Volltextes: 30 Jul 2026 13:09
Konferenz- oder Workshop-Beitrag
DOI zum Zitieren dieses Dokuments: 10.5283/epub.80292


Zusammenfassung

Online consumer reviews are important for the success of consumer products. To analyse star ratings, existing research has leveraged the expectancy-disconfirmation theory (EDT), but by deriving consumer expectations from prior star ratings rather than aspect-based sentiments in prior textual online reviews. The latter is promising since it can allow actionable insights for different product ...

Online consumer reviews are important for the success of consumer products. To analyse star ratings, existing research has leveraged the expectancy-disconfirmation theory (EDT), but by deriving consumer expectations from prior star ratings rather than aspect-based sentiments in prior textual online reviews. The latter is promising since it can allow actionable insights for different product aspects such as service of restaurants. To operationalize an aspect-level research model, we leverage large language models in this work. Our results support, amongst others, that expectations, perceived performance and disconfirmation, each derived from textual reviews, have a unique explanatory power for star ratings with perceived performance having the highest one for all three considered product domains. This study contributes to a more thorough understanding of the explanatory power of textual online consumer reviews for star ratings and gives actionable insights for businesses to efficiently improve the average star rating as key performance indicator.



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Details

DokumentenartKonferenz- oder Workshop-Beitrag (Nicht ausgewählt)
Open Access Art:Individueller Autorenvertrag
Datum2025
InstitutionenWirtschaftswissenschaften > Institut für Wirtschaftsinformatik > Lehrstuhl für Wirtschaftsinformatik II (Prof. Dr. Bernd Heinrich)
Informatik und Data Science > Fachbereich Wirtschaftsinformatik > Lehrstuhl für Wirtschaftsinformatik II (Prof. Dr. Bernd Heinrich)
Stichwörter / KeywordsOnline Consumer Reviews, Star Ratings, Expectancy-Disconfirmation Model, Aspect-based Sentiment Analysis, eWOM
Dewey-Dezimal-Klassifikation000 Informatik, Informationswissenschaft, allgemeine Werke > 004 Informatik
300 Sozialwissenschaften > 330 Wirtschaft
StatusVeröffentlicht
BegutachtetJa, diese Version wurde begutachtet
An der Universität Regensburg entstandenJa
URN der UB Regensburgurn:nbn:de:bvb:355-epub-802923
Dokumenten-ID80292

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