The effect of emotional changes in composite reviews on consumers' information adoption from a dual perspective

Abstract

Purpose

With the appearance of additional review functionality on e-commerce platforms emotional changes in composite reviews have become more diverse. How consumers process the emotional changes in composite reviews is an important concern for companies. This study investigates the impact of explores how changes in the emotional valence and emotional intensity of composite reviews on consumers' information adoption.

Design/methodology/approach

Based on emotion as social information theory, this study constructs a double mediation model of how the change in emotional valence of composite reviews affects consumers' adoption intention and examines the moderating effect of the dynamic change of emotional intensity. One field and three online experiments were conducted to test the proposed hypotheses.

Findings

Consumers were more likely to adopt positive–negative composite reviews than negative–positive composite reviews. Compared to negative–positive composite reviews, positive–negative composite reviews led to higher perceived empathy and lower motivational suspicion, which, in turn, led to higher information adoption. Moreover, dynamic changes in emotional intensity played a moderating role in this effect. Interestingly, the amount of attribute difference changed the differences in perceived empathy and motivated consumer suspicion generated by the composite review when considering the reviewer’s attribute difference description.

Originality/value

The findings have important theoretical contributions that deepen business and consumer understanding of the impact of composite reviews and have practical implications for improving the management of composite reviews by businesses.

Citation

Zhang, D., Ma, J. and He, Z. (2024), "The effect of emotional changes in composite reviews on consumers' information adoption from a dual perspective", Industrial Management & Data Systems, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IMDS-06-2023-0396