Cross-Cultural Examination on Content Bias and Helpfulness of Online Reviews: Sentiment Balance at the Aspect Level for a Subjective Good

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dc.contributor.author Nakayama, Makoto
dc.contributor.author Wan, Yun
dc.date.accessioned 2019-01-02T23:49:37Z
dc.date.available 2019-01-02T23:49:37Z
dc.date.issued 2019-01-08
dc.description.abstract Online reviews can be fraught with biases, especially on experience goods. Using multilingual sentiment analysis software, we examined the characteristics of review biases and helpfulness at the aspect level across two different cultures. First, we found the lopsidedness of emotions expressed over the four key aspects of Japanese restaurant reviews between Japanese and Western consumers. Second, helpful reviews have sentiments expressed more evenly over those aspects than average for both Japanese and Western consumers. Third, however, there are significant differences over how sentiments are spread over aspects between them. Westerners found reviews helpful when reviews focused less on food and more on service. In addition, Japanese customers were more concerned with savings whereas Westerners paid attention to whether they are getting their money’s worth. These findings point to future research opportunities for leveraging sentiment analysis over key aspects of goods, particularly those of experience/subjective goods, across different cultures and customer profile categories.
dc.format.extent 10 pages
dc.identifier.doi 10.24251/HICSS.2019.141
dc.identifier.isbn 978-0-9981331-2-6
dc.identifier.uri http://hdl.handle.net/10125/59555
dc.language.iso eng
dc.relation.ispartof Proceedings of the 52nd Hawaii International Conference on System Sciences
dc.rights Attribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.uri https://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subject Data, Text, and Web Mining for Business Analytics
dc.subject Decision Analytics, Mobile Services, and Service Science
dc.subject cross-cultural comparison, online restaurant review, review aspect, review bias, sentiment analysis
dc.title Cross-Cultural Examination on Content Bias and Helpfulness of Online Reviews: Sentiment Balance at the Aspect Level for a Subjective Good
dc.type Conference Paper
dc.type.dcmi Text
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