Helversen B, Abramczuk K, Kopeć W, Nielek R, (2018), Influence of consumer reviews on online purchasing decisions in older and younger adults, Decision Support Systems

Volume 113, September 2018, Pages 1-10

Mots clés : Prise de décision des consommateurs, Adultes, Évaluations des consommateurs, Avis des consommateurs, Preuves anecdotiques

Résumé : Cet article montre que les attributs des produits, les notes moyennes des consommateurs et les avis de consommateurs positifs ou négatifs riches en effets ont influencé les décisions d’achat en ligne hypothétiques des jeunes et des personnes âgées. Conformément à des recherches antérieures, on voit que les jeunes adultes utilisaient les trois types d’information : ils préféraient clairement des produits avec de meilleurs attributs et des notes moyennes des consommateurs plus élevées. Si faire un choix était difficile car il impliquait des compromis entre les attributs du produit, la plupart des jeunes adultes ont choisi le produit le mieux noté. Cependant, la préférence pour le produit mieux noté pourrait être annulée par un seul examen négatif ou positif riche en effets. Les personnes âgées ont été fortement influencées par un seul examen négatif riche en effets et ont également pris en considération les attributs du produit; cependant, ils n’ont pas pris en compte les notes moyennes des consommateurs ou les avis positifs uniques riches en effets. Ces résultats suggèrent que les personnes âgées ne considèrent pas les informations agrégées des consommateurs et les avis positifs se concentrant sur les expériences positives avec le produit, mais sont facilement influencées par les avis faisant état d’expériences négatives.

Grandes lignes :

• Sont étudiées les intentions d’achat en ligne chez les personnes âgées et les étudiants.

• Est étudié l’impact des notes moyennes des consommateurs et des critiques émotionnelles uniques.

• Les étudiants mais pas les adultes plus âgés ont été fortement influencés par les notes moyennes des consommateurs.

• Chez les étudiants, les avis positifs et négatifs ont annulé l’effet des notes moyennes.

• Les personnes âgées ont été influencées par des critiques individuelles négatives, mais pas par des critiques positives.

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