E. Mitchell Church, Lakshmi S. Iyer
Delivering product information effectively is fundamental to customer satisfaction and e-retailer success. In this study we examine the way in which the presentation of online customer reviews in peer endorsement systems (PES) impact perceptions of post-choice regret. The theory of Regulatory Orientation is used to account for individual differences in the way that online review content is processed. Results of a laboratory experiment comparing two peer endorsement system formats show that PES content presentation significantly impacts perceptions of post-choice regret. These perceptions are found to be strong influencers of user intention to use the PES. The study’s findings provide theoretical insights into how individual orientation and PES technology influence online decision-making with regards to product selection. As a result, the study has important implications for managers looking to get the most from investment in PES systems deployment and online web retail space design.