... strategy (CRS), where sellers offer rebates exclusively to consumers who submit positive reviews, distort the distribution of online product reviews over time and impact consumer satisfaction. Design/methodology/approach A key aspect of our method lies in developing latent variable models that capture...

... as a purchase channel. Service recovery Online purchase behaviour Consumer satisfaction Complaint behaviour Electronic commerce, especially sales in business-to-consumer markets, continues to increase remarkably. In Europe, for example, online sales have increased more than 10 per cent annually...