...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...

... values, and as a result experience positive emotions while dining at Asian restaurants. On the other hand, prevention focus was not significantly related to either hedonic or utilitarian values in itself, and it has a significant effect on negative emotions. The results also demonstrated that perceived...

... of online hotel reviews and to examine the role of negative emotional expressions embedded in online consumer reviews with respect to perceived helpfulness. This study collected 520,668 online reviews involving 488 hotels in New York City (NYC) on Tripadvisor.com. Of these reviews, 69,202 reviews...

...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...