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Beyond recommendations: Local review websites and their impact
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
2012 (English)In: ACM Transactions on Computer-Human Interaction, ISSN 1073-0516, E-ISSN 1557-7325, Vol. 19, no 4, 27- p.Article in journal (Refereed) Published
Abstract [en]

Online review Web sites have enabled new interactions between companies and their customers. In this articlewe draw on interviews with users, reviewers, and establishments to explore how local review Web sitescan change interactions around local places. ReviewWeb sites such as Yelp and Tripadvisor allow customersto “previsit” establishments and areas of a city before an actual visit. The collection of a large numbers ofuser-generated reviews has also created a new genre of writing, with reviewers gaining considerable pleasurefrom passing on word of mouth and influencing others’ choices. Reviews also offer a new channel ofcommunication between establishments, customers, and competitors. We discuss how review Web sites canbe designed to cater for a broader range of interactions around reviews beyond a focus on recommendations

Place, publisher, year, edition, pages
2012. Vol. 19, no 4, 27- p.
Keyword [en]
Human Factors, Design, local experts, Yelp, TripAdvisor, tourism, choice, recommendations
National Category
Information Systems
Research subject
Man-Machine-Interaction (MMI)
Identifiers
URN: urn:nbn:se:su:diva-86101DOI: 10.1145/2395131.2395134ISI: 000313662200003OAI: oai:DiVA.org:su-86101DiVA: diva2:586171
Available from: 2013-01-11 Created: 2013-01-11 Last updated: 2017-12-06Bibliographically approved

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