I. INTRODUCTION
In the last decades, the evolution of the Internet has enabled the creation of new communication tools, such as social networks for companies as well as for individuals. The business sector quickly understood the importance of using social media for financial purposes and for managing their reputation. By giving their opinions on social networks, users influence the reputation of companies, particularly in sectors such as e-shopping, hotels, restaurants, travel and tourism. Whether these opinions are positive or negative, users are paying attention to them. For instance, TripAdvisor and Yelp are two platforms for business evaluation. TripAdvisor is the benchmark for tourism ratings. In addition to its booking service, TripAdvisor has more than 200 million consumer reviews of about hotels, restaurants, and destinations. The American company Yelp, is very successful because its platform makes very easy and quick to publish its opinion or assessment via its smartphone concerning any type of shops and services. Thus, the importance of consumer reviews generated on the Internet is no longer to be proven, and its importance is such that a real economy has developed around online reviews. In this new context, there are abuses (false consumer opinions, or paid opinions). Whether fake positive opinions posted by a professional, or negative opinions written by a competitor or any other malicious person, these comments mislead the consumer and leads to unfair competition. These opinions can represent both an opportunity and a threat for a company, and therefore have a major impact on turnover, customer loyalty, company reputation and even sustainability. In this article, we were interested in detecting the reliability/trustworthiness of reviews. The questions addressed in this article are:
How the concept of review trustworthiness can be modeled?
What are the features that determine the trustworthiness of the review?
Does the reviewer plays a role in the trustworthiness?
Which role opinion plays in the notion of trustworthiness?
What role the reviewer’s gender plays in the notion of trustworthiness?