International Journal on Science and Technology

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Digital Review Credibility in the Food Service Sector: A Theoretical Framework for Consumer Trust and Decision-Making

Author(s) Mr. Abdul Jasik. K, Dr. P. Vellingiri
Country India
Abstract Digital reviews are one of the most influential information types for consumers’ decisions in the food service sector, which can be as impactful as personal recommendations from friends or family. However, the rise of user-generated content on platforms like Google, Yelp, TripAdvisor, and Zomato has also raised a lot of questions regarding the authenticity of reviews, tampering, and the increasingly sophisticated AI-generated fake reviews. The article aims to conduct a theoretical review on the digital review credibility in the food service industry, through the elaboration likelihood model, heuristic-systematic model and source credibility theory, which is used to explain how consumers assess and respond to online reviews in situations of uncertainty. It suggests a conceptual framework that combines review-level cues (source credibility, content quality, volume, recency and valence), platform-level cues (verification mechanisms and rating aggregation), and consumer-level factors (information literacy and prior experiences) with perceived credibility, consumer trust, and restaurant choice behaviour. The article also explores the growing concern about fake and AI-generated reviews and the measures that are being developed to combat and control them. The review concludes that credibility of digital food service review is not a characteristic of the content itself, but a social and cognitively constructed judgement that is created through a combination of platform design, food service reviewer signals and the evaluative capability of the consumer.
Keywords Digital review credibility; Consumer trust; Food service sector; Online reviews; Decision-making
Field Business Administration
Published In Volume 17, Issue 3, July-September 2026
Published On 2026-09-24
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Crossref DOI prefix of IJSAT is 10.71097/IJSAT

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