Injecting new insights: How do review sentiment and rating inconsistency shape the helpfulness of airline reviews?

Yang Li, Lihua Ma, Yue Dou, Zhen Zhu, Lili Ma, Zhuoxin Liu

Abstract: Highlights•This study aims to construct a comprehensive conceptual framework based on signaling theory.•This study first explores the joint impact of review sentiment and rating inconsistency.•This paper delves into the influence of review inconsistency on the helpfulness of reviews.•The research can assist airlines in identifying the most helpful reviews.