The role of positive online reviews in risk-based consumer behaviours: an information processing perspective

Abstract

Purpose

The continuing development of digital technologies creates expanding opportunities for information transparency. Consumers use social media to provide online reviews that are focused on changing levels of consumer trust. This study examines the effect of perceived risk that prompts consumers to search for online reviews in the context of food safety.

Design/methodology/approach

Commitment-trust theory forms the theoretical lens to model changes in consumer trust resulting from online reviews. Consumer-based questionnaire surveys collected data to test the structural model, using structural equation modelling (SEM).

Findings

The findings show when consumers perceive high levels of risk, they use social media to obtain additional product-related information. The objective, unanimous, evidential and noticeable online reviews are perceived as informative to consumers. Perceived informativeness of positive online reviews is found to increase consumers trust and, in turn, increase their purchase intentions.

Originality/value

The findings contribute to the knowledge of online review-based trust literature and provide far-reaching implications for information system (IS)-practitioners in business.

Citation

Lam, T., Heales, J. and Hartley, N. (2023), "The role of positive online reviews in risk-based consumer behaviours: an information processing perspective", Aslib Journal of Information Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/AJIM-03-2023-0102