Can Online Rating Reflect Authentic Customer Purchase Feelings? Understanding How Customer Dissatisfaction Relates to Negative Reviews.
Huosong XiaXiaoting PanWuyue AnZuopeng Justin ZhangPublished in: J. Comput. Inf. Syst. (2021)
Keyphrases
- electronic commerce
- online reviews
- purchase behavior
- potential customers
- online stores
- marketing strategies
- online retailers
- customer satisfaction
- product reviews
- customer service
- internet shopping
- customer loyalty
- online learning
- customer support
- decision process
- customer knowledge
- call center
- online shopping
- learning environment
- website
- data mining