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Review or the Reviewer? Effects of Self-Congruity in Processing Online Travel Review

Abstract
The self-congruity theory has often been applied in the tourism industry. Yet, it has not been used to examine consumers’ travel information processing. This study aims to explore the effects of self-congruity on consumers’ online travel review processing by integrating it with the Elaboration Likelihood Model. Results collected from a web-based survey in Singapore illustrated that self-congruity contributed significantly as a predictor of argument quality and source credibility. Particularly, reviewer-self-congruity having a strong effect on source credibility of online travel reviews. This study elucidates that Singaporean consumers are inclined to take a two-step information elaboration process: first forming self-congruence with a reviewer to achieve clearance via source credibility, before evaluating the review as useful after scrutinizing based on argument quality. This study suggests Online Travel Agents (OTAs) to provide more reviewer information or leverage on expert sources to increase confidence within consumers for positive online travel review processing.
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