...Soo Yeon Kwak; Minjung Shin; Minwoo Lee; Ki-Joon Back Purpose This study aims to integrate reviewers’ and readers’ discrepant perspectives on extremely negative reviews. Specifically, this study examines the relationship between negative emotion intensity levels and reviews helpfulness on two...

... forms of platform-related service failure that warrant scholarly attention: platform-centric versus multiparty service failure. By uncovering the distinct negative emotional associations of platform-centric versus multiparty service failure, the research adds novel empirical evidence to the service...

... to either hedonic or utilitarian values in itself, and it has a significant effect on negative emotions. The results also demonstrated that perceived hedonic and utilitarian values directly and/or indirectly influence behavioral intentions through consumption emotions. Regulatory focus theory (RFT...

... by demonstrating that negative reviews and emotional expressions play a more crucial role in consumers’ information processing and decision-making. Consumer decision-making Sentiment analysis Negative emotions Online hotel reviews Review helpfulness Tripadvisor.com With the growing popularity...

...Carmen Padin; Göran Svensson; Carmen Otero-Neira; Nils Høgevold Purpose – The objective of this paper is to describe the teleological actions needed to assess and manage critical incidents that cause negative emotions in service encounters. Teleological actions are movements into the future...