How does review disconfirmation influence customer online review behavior? A mixed-method investigation
Volume: 32, Issue: 11, Pages: 3685 - 3703
Published: Oct 23, 2020
Abstract
Purpose With the growing online review manipulation and fake reviews in the hospitality industry, it is not uncommon that a consumer encounters disconfirmation when comparing the existing online reviews with his/her own product or service evaluation. The purpose of this study is to investigate the influence of review disconfirmation on customer online review writing behavior. Design/methodology/approach This study used a mixed-method combining...
Paper Details
Title
How does review disconfirmation influence customer online review behavior? A mixed-method investigation
Published Date
Oct 23, 2020
Volume
32
Issue
11
Pages
3685 - 3703
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