Does construction service provider's response matter? Understanding the influence of anecdotal information on online consumer decisions
Abstract
The home improvement service industry is growing rapidly, and the advancement in technology has made information about service providers, such as customer reviews, accessible with a few clicks. However, the impact of anecdotal information, like reviews and a service provider's response to a review, have not been studied extensively in the home improvement service industry. Using the Data Frame Theory of Sensemaking, this study investigated the...
Paper Details
Title
Does construction service provider's response matter? Understanding the influence of anecdotal information on online consumer decisions
Published Date
Sep 1, 2021
Volume
8
Pages
100061 - 100061
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