Differentiation in Online Product Reviews: A Machine Learning Based Analysis
By Gu Tianyu, Yong Liu, Madhu Viswanathan
Information Systems Research
Citation
Gu Tianyu., Yong Liu., Viswanathan, Madhu. (2020). Differentiation in Online Product Reviews: A Machine Learning Based Analysis Information Systems Research .
Copyright
Information Systems Research, 2020
Share:
Abstract
Online review of products and services has become a prevalent information source for consumers. This paper examines a key aspect of reviews and reviewer behavior: whether and how the content of a review systematically differs from reviews posted earlier. Content differentiation is particularly important when more reviews are posted as newer star ratings tend to converge providing limited room for the newer reviews to stand out. The authors apply machine learning and deep learning to classify restaurant reviews on Yelp.com. Employing first-difference models that account for dynamic panel bias, the analysis provides strong evidence for review differentiation: when previous reviews write more about the food (or non-food) dimension, a later review tends to write less about it. Review differentiation is greater as more reviews are published, when the star rating associated with the review deviates more from previous star ratings, and for regular (versus established) reviewers. The authors also show that review differentiation helps enhance the impact of a review. These findings suggest two important but distinct motivations for review differentiation: to enable a review (and its reviewer) to stand out from the crowd and to provide support for star ratings. Implications for reviews and review platforms are discussed.

Madhu Viswanathan is an Associate Professor of Marketing at the Indian School of Business (ISB). Prior to joining ISB, he served as an Assistant Professor at University of Arizona.

Professor Viswanathan’s research work focuses on the role of distribution channels, B2B relationships, and salesforce compensation, as well as, their impact on key marketing mix elements such as pricing and product assortment. His work has been published in the Journal of Marketing Research, a premier journal in the field of marketing. He has consulted for and worked with companies spanning a wide range of industries including retail, insurance, and healthcare.

Professor Viswanathan holds a PhD in Business Administration (Marketing) from the University of Minnesota, Twin Cities, and an undergraduate degree in Mechanical Engineering from BITS, Pilani.

Madhu Viswanathan
Madhu Viswanathan