...Zhenzhong Zhu; Xiaowen Zhao; Minghui Shan; Haipeng (Allan) Chen Purpose Language styles of online reviews are becoming increasingly important in consumers’ purchase decisions. However, there are inconsistencies in research on the effects of literal and figurative language styles in online reviews...

...Ana Isabel Lopes; Edward C. Malthouse; Nathalie Dens; Patrick De Pelsmacker Purpose Engaging in webcare, i.e. responding to online reviews, can positively affect consumer attitudes, intentions and behavior. Research is often scarce or inconsistent regarding the effects of specific webcare...

... using an unobtrusive netnography. Data collected comprise of 954 negatively valenced online reviews posted on TripAdvisor to hotels, restaurants, and “things to do” in 12 different destinations worldwide. Findings Drawing on the recent literature relating to customer engagement behavior (CEB...

...Graham L. Bradley; Beverley A. Sparks; Karin Weber Purpose – Technological advancement and growth in social media have meant that customers are increasingly using the internet to write a review or express opinions about products and services. Many of these online reviews are critical of service...