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Keywords: Online customer reviews
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Journal Articles
Journal of Service Theory and Practice (2023) 33 (2): 309–327.
Published: 20 February 2023
... customer reviews (n = 2,878) in a service industry was used. LIWC was used to conduct the text analysis, and thereafter SPSS was used to examine the predictive capability of the model for the evaluation of customer-firm interactions. Findings A lexical analysis of online customer reviews...
Journal Articles
Journal of Service Theory and Practice (2019) 29 (4): 401–414.
Published: 29 October 2019
...Rico Piehler; Michael Schade; Ines Hanisch; Christoph Burmann Purpose The purpose of this paper is to investigate the effects of explanation and compensation, as specific accommodative management responses to negative online customer reviews, on potential customers. Design/methodology/approach...
