INFORMATION & MANAGEMENT

How does the number of attribute ratings affect a product’s overall rating? Evidence from TripAdvisor

Zhang, Ziqiong; Yang, Yang; Wang, Xueyan; Wang, Chuxin; Zhang, Zili

Abstract

A product’s overall rating serves as a quality indicator for prospective consumers, with the online rating system’s design playing a critical role. Yet it remains unclear how the number of attribute ratings that consumers assign informs overall ratings. To address this issue, we examined secondary data collected from online hotel reviews and conducted a randomized experiment. Results showed that consumers who provide more attribute ratings tend to give higher and less extreme overall ratings. More precisely, the presence of multiple attribute rating channels discourages consumers from transferring their evaluations of specific attributes to a product’s or service’s overall rating. Temporal distance and review photo number were found to moderate these relationships. Our research contributes to the literature by clarifying how the number of attribute ratings shapes consumers’ overall rating behavior. We offer corresponding suggestions for online sellers to develop more effective rating management strategies.

Keywords

Overall rating; Attribute ratings; Temporal distance; Review photos; Text mining; Evaluation transfe

Research topic

AI and Big Data, Digital Platform and Pricing

Research method

Econometrics, Big Data

Geographic area

US

AI Audio Overview

AI Infographic

Additional links for this paper

ResearchGate

Publisher Website

Web of Science

HOW TO CITE

Zhang, Z., Yang, Y., Wang, X., Wang, C., &; Zhang, Z. (2025). How does the number of attribute ratings affect a product’s overall rating? Evidence from TripAdvisor. Information & Management, 104275.

Additional Reads

2026

Comparative Advantage

Theories and Models in Tourism and Hospitality Research

2026

Customer gratitude and employee work behaviors

TOURISM MANAGEMENT

2026

Together through thick and thin: How does the survival of neighboring restaurants matter?

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT