The face of contagion: consumer response to service failure depiction in online reviews

Volume: 52, Issue: 1/2, Pages: 39 - 65
Published: Feb 12, 2018
Abstract
Purpose Online consumer reviews (OCRs) have emerged as a particularly important type of user-generated information about a brand because of their widespread adoption and influence on consumer decision-making. Much of the existing OCR research focuses on quantifiable OCR features such as star ratings and volume. More research that examines the influence of review elements, aside from numeric ratings, such as the verbatim text, particularly in...
Paper Details
Title
The face of contagion: consumer response to service failure depiction in online reviews
Published Date
Feb 12, 2018
Volume
52
Issue
1/2
Pages
39 - 65
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