Abstract
We investigated how product attributes, average consumer ratings, and single affect-rich positive or negative consumer reviews influenced hypothetical online purchasing decisions of younger and older adults. In line with previous research, we found that younger adults used all three types of information: they clearly preferred products with better attributes and with higher average consumer ratings. If making a choice was difficult because it involved trade-offs between product attributes, most younger adults chose the higher-rated product. The preference for the higher-rated product, however, could be overridden by a single affect-rich negative or positive review. Older adults were strongly influenced by a single affect-rich negative review and also took into consideration product attributes; however, they did not take into account average consumer ratings or single affect-rich positive reviews. These results suggest that older adults do not consider aggregated consumer information and positive reviews focusing on positive experiences with the product, but are easily swayed by reviews reporting negative experiences.
von Helversen, Bettina