Unfair customer reviews: Third-party perceptions and managerial responses
Abstract
This research examines third-party perceptions of unfair reviews and effects of managerial responses. Using an experimental research design, this research reports the findings of two studies involving 1115 US consumers. Study 1 examines third-party perceptions (i.e., severity of incident, attribution of blame and opportunistic intentions) after reading reviews. Study 2 examines the moderating influence of the managerial response strategies. The...
Paper Details
Title
Unfair customer reviews: Third-party perceptions and managerial responses
Published Date
Aug 1, 2021
Journal
Volume
132
Pages
631 - 640
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