When empathy prevents negative reviewing behavior

By Rebecca Pera, G. Viglia, Laura Grazzini, D. Dalli. Annals of Tourism Research, 2019

115 citations recorded by the source corpus.

Previous research has found that peer-to-peer platforms have overly positive reviews. Guided by Construal Level Theory, this research investigates the relationship between social distance, empathy, and tourists’ intention to leave negative online reviews. The first study is a qualitative analysis which compares peer-to-peer settings (i.e., Airbnb) to institutional ones (i.e., Booking.com), and explores whether social closeness hinders tourists’ willingness to provide negative online reviews to express their poor experiences. The second and third study are laboratory studies which show that the mechanism behind reviewing biases is the activation of empathy.

Subfields: Marketing, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/11a38aefa600460efe85d054cf7f0020f028d8eb

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Citations in the corpus

The seven lives of Airbnb. The role of accommodation types (2021, unknown): “Specifically, the paper adds to the literature on social/physical distance in the accommodation realm (Osman et al., 2019; Pera et al., 2019), highlighting that, due to the COVID-19 pandemic, travellers will increasingly choose the full flat model.”
Platforms in the peer-to-peer sharing economy (2019, background): “quality assurance vs strategic behaviors for both actors such as inflating review ratings)? How can providers and users be encouraged to provide more, more accurate and more detailed reviews? How can rating inflation be reduced (cf. Fradkin et al., 2018; Pera et al., 2019)? How can negative reviews ”
Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective (2021, background): “This empathy is more likely to cause customers to recognize and be more sensitive to the actions taken by others; thus, causing them to become less concentrated on the negative issues (Davis & Oathout, 1987; Pera et al., 2019).”
What Makes Airbnb Experiences Enjoyable? The Effects of Environmental Stimuli on Perceived Enjoyment and Repurchase Intention (2020, background): “Social interaction plays a decisive role in shaping overall service quality perceptions (Pera et al. 2019).”