...Jill Mosteller; Charla Mathwick Purpose – The purpose of this paper is to examine the impact of a retailer-managed ranking system on product reviewers’ well-being and its relationship to customer engagement. Design/methodology/approach – Content analysis of reviewers’ posts, generated over...

.... The experiment involved reading fictitious but realistic product reviews about a new car model and responding to survey questions. Findings The authors find that, compared to Eastern consumers, Western consumers are affected differently by preference‐inconsistent information. They experience a greater level...

... Easton, MA. © Emerald Group Publishing Limited 2012 --> Customer service Online services Customer expectations Product reviews Customer satisfaction Wired And Dangerous: How Your Customers Have Changed and What to Do About It is an unmistakable wake‐up call for both...